Addressing

2012-04-17T04:56:00.002-07:00

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 5^th 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

HOTEL MANAGEMENT TRAINING

Addressing