For Addressing
1.
Mr.
– To address any Gentleman (Both married & non married)
2.
Mrs.
– To address any Woman (Only Married)
3.
Miss.
– To address any Woman (Only Unmarried)
4.
Ms.
– To address any Woman (Both married & non married)
Note: Whenever you are not sure whether
your lady guest is married or not then the approach is to address her as Ms. But sometimes it has been found that very
few lady quests become irritated at your addressing, Sir/Madam?
Greeting
1.
Good
morning, Sir/Madam
2.
Good
afternoon, Sir/Madam
3.
Good
evening, Sir/Madam
Welcoming any one
1.
Welcome
to XXX hotel
2.
We
are glad to see you Mr. X
3.
Thanks
for your coming Mr. X
4.
We
are honored to get the chance to serve you sir
Asking questions or
Inquiring
1.
Could
I ask you, a question, Sir?
2.
Do
you need anything else sir?
3.
May
I have your first name?
4.
May
I have your name, please?
5.
Your
initials, please?
6.
May
I have your room number?
7.
May
I have your signature here, Sir?
8.
May
I know I’m talking to?
9.
May
I ask who the next is?
10.
May
I be of your service, madam?
11.
May
I recommend our XXX to you, Sir?
12.
May
I help you with that, madam?
13.
Is
there anything else I can do for you, madam?
Wishing your Guest
1.
Have
a pleasant stay in the XXX hotel, Sir
2.
Have
a pleasant stay with us, madam
3.
Have
a nice day!
4.
Have
a pleasant evening
5.
Have
a good weekend!
6.
Have
a good day
7.
Enjoy
your stay/day
8.
Happy
New Year!
9.
Merry
Christmas!
10.
Happy
Birthday!
Apologizing
1.
I
am terribly sorry, sir
2.
Excuse
me
3.
I’m
awfully sorry
4.
I
beg your pardon, Sir
5.
Excuse
me for interrupting
6.
Sorry
to have bothered you
7.
I’m
sorry. A guest is waiting for me
8.
I’m
sorry to have kept you waiting, Sir
9.
I’m
sorry. The house is fully booked
Answer to apologizing
1.
It’s
OK
2.
No
problem
3.
No
problem at all
4.
That’s
all right
5.
It
doesn’t matter
6.
It’s
nothing
Thanking any one
1.
Thank
you
2.
Thank
you very much
3.
Thank
you for telling us
4.
Thank
you for your compliment
5.
Thank
you for coming
6.
Thank
you for calling
7.
Thank
you for waiting
8.
Thank
you for being so understanding
9.
That’s
very kind of you
10.
Thank
you very much
Answering Thanks
1.
You
are welcome
2.
It’s
my pleasure
3.
My
pleasure
4.
With
pleasure
5.
Thank
you
Assuring your guests
1.
Don’t
worry, Sir
2.
Take
it easy
3.
Don’t
worry, madam. We’ll see to it
4.
Don’t
be afraid Sir
5.
I’ll
look into the matter
6.
I’ll
be with you in a moment
7.
It
won’t be too long, Sir
8.
Please
take it easy, madam
Directing to a
destination
1.
Come
with me, I will show you the way
2.
Follow
me please
3.
Let
me show you
4.
This
way, please
5.
Go
down to the lobby
6.
Please
take the lift to the 5th floor and turn right
7.
Turn
left/right at the first corner
Show eagerness to serve
1.
I
am always at your service sir
2.
Feel
to call me, Sir
3.
Very
good, Sir. I’ll be glad to help
4.
Certainly,
madam. I’ll be happy to do it
5.
Yes,
I will
6.
My
name X, if there is anything we can do for you, just let us
Declining any offer
1.
I
am terribly sorry sir, I cannot accept it
2.
It
is out of our rule sir, I can’t help you sir
3.
That’s
very kind of you, but no, thank you
4.
I’m
afraid we cannot do that
5.
That
won’t be necessary, Sir, but thank you all the same
6.
This
is out of our scope sir
7.
I’m
sorry, there is no discount
8.
I’m
sorry, madam, I’m afraid we don’t have any available
9.
What
you are requesting is beyond our capability sir
10.
What
you are requiting is beyond our capability sir
Answering any Request
(When you are Uncertain)
1.
I
will try my level best, but can’t guarantee you, Sir
2.
I
will try, but not sure enough
3.
I’m
sorry we cannot guarantee, but we’ll do our best
4.
I’m
sorry, Sir. I’m afraid I’m not sure, but I’ll ask someone for you
5.
If
you wait moment, Sir, I’ll try to find it out
Expressing Happiness
1.
My
pleasure. I’m happy everything was to your satisfaction
2.
I’m
glad to hear that
3.
It
is great sir
4.
I
am very fortunate sir
Expressing Sorry
1.
I
am shocked to hear it, Sir
2.
I’m
sorry to hear that
3.
It’s
a great pity
4.
I
am really sorry, Sir
Expressing Concern
1.
Are
you OK, Sir
2.
Is
everything all right?
3.
Are
you all right, Sir?
4.
I
hope you did not hurt yourself
5.
Would
you like to see the doctor?
6.
I
hope you are better now
7.
Are
feeling OK?
8.
Should
I call our doctor?
Agreeing on Anything
1.
Certainly
Sir
2.
Definitely
Sir
3.
That’s
true
4.
Absolutely,
Sir
5.
Exactly,
Sir
6.
Why
not?
When you don’t
Understand Something
1.
Could
you repeat please?
2.
I
am sorry, Sir. I don’t get your point
3.
Could
you speak more slowly?
4.
I’m
sorry, I don’t quite understand. Should I get the manager?
5.
Pardon?
Finishing Conversation
1.
Good
bye, and have a nice trip
2.
Have
a nice day
3.
See
you
4.
Thank
you for coming
5.
Sorry,
I have to go. Nice talking with you
6.
We
all look forward to serving you again
7.
Hope
you enjoyed staying with us
