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POLITENESS TRAINING FOR HOTEL INDUSTRY WORKERS
topic: How to be polite to guests 6



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. (A group of three women approaches the reception desk)
  Good morning, ladies.
  Good morning, women.
  Good morning, gals.

2. (A group of two men and two women approaches the reception desk)
  Good afternoon, guys/folks.
  Good afternoon, people.
  Good afternoon, mixed group of people.

3. How much of a tip should I leave for the cleaning staff?
  Leave $5 or more.
  The more you leave, the better.
  Guests normally leave $5 for every day they stay.

4. Is Mr. Bradley Cooper staying at this hotel?
  I can't tell you.
  I'm sorry I can't give out that information.
  I choose not to say.

5. Do you rent out scooters?
  No, go to the shop across the street.
  No, we don't. Would you like me to tell you who does?
  No, but there's a shop across from the hotel that rents them.

6. How your security?
  It's top-notch.
  It's tip-top.
  It's super.

7. This is so frustrating!!
  I'm sorry, let's try to clear this up.
  Please let me try to help you, ok?
  Stop being frustrated. I'm trying to help.

8. Is there an elevator?
  Nope, stairs only.
  It's an old building, so no elevator.
  No, the apartment is only accessible by stairs.

9. How's the noise level in the apartment?
  Noone has complained.
  Normal noise. Nothing strange.
  It shouldn't be noisy. We haven't had any complaints.

10. When's the next shuttle service into town?
  The shuttle leaves every hour on the hour.
  The schedule is on the wall, right there.
  Please check the schedule. It's there.

CHECK ANSWERS

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