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POLITENESS TRAINING FOR HOTEL INDUSTRY WORKERS
topic: How to be polite to guests 8



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. My window won't open.
  You are correct. That's the way the hotel is built.
  None of our windows open, sir.
  They don't open, but I can't do anything about that.

2. Can we get some towels for the beach?
  Sure, $5.
  You can, but you have to pay for them.
  Sure, but they're $5 per day. Is this ok?

3. How much to rent a beach chair?
  �20 per day, and you have to pay us now.
  �20 per day, payable in advance.
  Give me �20 and you can use it all day.

4. Is the water warm?
  It's about 23 degrees celcius.
  I think so, but you might disagree.
  Well, yes, at this time of year it's always warm.

5. Can I get my deposit back?
  Sure, we just have to do a quick check of your room first.
  Please wait. We have to check that you didn't damage anything.
  Yes, but we have to see if you damaged anything first.

6. Are there any attractions around here?
  No, nothing interesting around here.
  No, the city's attractions are not in this area.
  Not so much in this area. You'd have to go to the old town, which isn't too far.

7. Can I get a luggage cart?
  I'm sorry, we don't have those.
  There are no luggage carts here.
  No, you can't, because we don't have them.

8. Does most of the staff speak English?
  Yes, most of us do.
  We have to.
  We couldn't work here otherwise.

9. Will I need a coat and tie for dinner?
  Wear whatever you like.
  No, our restaurant doesn't have a dress code.
  Don't worry about this. We don't care how you dress.

10. Is there a storm coming?
  Please don't worry and just enjoy your stay.
  Relax, the storm won't hit us.
  The weather forecast says that the storm won't hit us directly.

CHECK ANSWERS

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