In hotel industry it has been told that “Guest is always the king”. It does not make any sense that in which department you work or what position you hold, if you are an hotelier then you have to be very much formal and friendly. People from any department who talk to guest need to know some basic polite expressions techniques while they are talking. This politeness should be come from his behavior, gesture, posture and most importantly from his language he uses. Here we have quoted some basic polite expressions that every hotelier needs to know and use.

If you want to Thank

Polite Phrases

  • Thank you very much Mr ..
  • I am very grateful for…
  • I really appreciate…
  • Thanks
  • Thanks a million

Polite Replies

  • You are welcome
  • Don’t Mention it
  • It’s my Pleasure
  • It was nothing at all
  • Forget it, etc.

These are some polite phrases and responses you may use to give thank expression. On the other hand, if you do any mistake or guest come to you with any complain then here are some phrases you should consider to use:

If you want to Apology or Have Complaint

Polite Phrases

  • Sorry sir
  • I am very sorry sir for…
  • Terribly sorry
  • Pardon?
  • I beg your pardon
  • Excuse me
  • I apologize for…

Polite Replies

  • It’s ok
  • Not at all
  • Never mind
  • I understand completely
  • No problem
  • Forget it,
  • Don’t Worry, etc

If you want to ask questions politely then use some words like May, should, would, could etc.

Example:

  • Would you like to have a cup of tea, sir?
  • Could you possibly spell your last name?
  • May I have your passport please?
  • Could you possible talk to our sales manager?
  • Should I call for a taxi for you?

Hopefully this lesson will help you to deal with guest more politely. Remember “Guest is Always Right”.

14 COMMENTS

  1. I am a Hospitality Management student at the Hotel and Tourism Training Institute here in Lusaka Zambia. At the same time I am working for one of the established hotels in the land.
    Your site is such an exceptional Oasis of hospitality information that non can match your medium. I thank you for airing such vital information to the general public.

    Warm Regards,

    Chilufya

  2. Hello Tanji,
    I am very happy to find your web-site. It seems educative and helpfuI for new comers in this industry. I am a Hotel Manager student (freshman) at NMSU searching for “understand the meaning of kindness”. I am sure you have more clue about the subject, please send me some feedback to my email.
    I appreciate it, have a great day!
    Thank you!
    Isabel

  3. I am a hospitality management Student.
    I have visited your site for first time. And I found it is very useful for hoteliers.
    Thank you very much for posting such things.
    I hope you will post regarding sales and marketing also.
    I will recomend this site to my friends also.

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