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POLITENESS TRAINING FOR HOTEL INDUSTRY WORKERS
topic: How to be polite to guests 10



Part of providing good customer service is knowing the right way to communicate. English has its own "accepted" ways of talking to customers/clients/guests. If you don't use these, or if you use them incorrectly, you might come across ( = be seen) as rude or unprofessional. In the exercise below, pretend that someone is asking you the question in italics. Choose the best, most polite response:

1. I'm checking out.
  Was everything OK with your room?
  OK, bye!
  Any complaints?

2. Do I owe anything else?
  Only if you took something from the mini-bar. Did you?
  Did you have anything from the mini-bar?
  Did you drink anything from the mini-bar?

3. Is the guided tour of the surroundings included in the package price?
  No, there is an additional charge of €50 for that.
  No, you have to pay €50.
  Please pay €50 if you want the tour.

4. Thanks for your help!
  It was not a problem.
  My pleasure! Have a wonderful stay.
  OK, bye!


5. Why do I have to fill out this form?
  You must do this. It's the law.
  It's not my fault. It's just the way it is.
  The law requires us to provide this information to the authorities.

6. How do I contact the reception from my room?
  You must dial "0" from the phone in your room.
  Call us from your room. There's a phone there.
  You can just dial "0" from the phone in your room.

7. Should I pay now?
  You can pay now or later, whichever is most convenient.
  You can pay now or later. It doesn't matter.
  When do you want to pay? Now or later?

8. Hello, I've booked two double rooms. My last name is Williams.
  Hello, Williams.
  Welcome, Mr. Williams.
  Welcome, Mr.

9. You spelled my name wrong.
  Oh, yes, well I was pretty close.
  Oh, ok.
  Oh, I'm sorry, can you spell it for me again?

10. The remote control you gave me is broken.
  No problem, let me replace that for you.
  OK, but you didn't break it, did you sir?
  How did this happen?

CHECK ANSWERS

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