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POLITENESS TRAINING FOR HOTEL INDUSTRY WORKERS
topic: How to be polite to guests 9



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. Are the bottles of water in my room free?
  Yes, the two bottles in the room are complimentary.
  Please don't worry. You don't have to pay for them.
  Relax, it's free.

2. Is the apartment close to the center?
  It's close enough.
  Yes, it's about one and a half kilometers from the old town.
  It is. People usually don't complain about the distance.

3. When can we meet so I can pick up the keys?
  They keys are already in the key box outside the door.
  I don't need to meet you. Just look in the key box outside the door.
  We won't meet. The keys are already in the key box outside the door.

4. The code is not working!
  You must be doing something wrong.
  Are you punching in "..."?
  It works. You're probably just punching in the wrong code.

5. Is the dormitory men-only?
  No, as it states on the wall there, all our dormitories are unisex.
  There are women in there so I guess not.
  No, it's unisex.

6. Is this where breakfast is served?
  Yes, this is what I told you yesterday, remember?
  Yes, there.
  Yes, right there to your right.

7. Is there a key for the fitness center?
  You will be able to open the fitness center with your room key.
  Use your room key.
  There's no special key. Use your room key.

8. What does the blue parking spot mean?
  It is a spot for crippled people.
  That spot is reserved for handicapped guests.
  That spot is not for you.

9. Can I park in front of the hotel?
  No, don't park there. Park at the side.
  You must not park there. You must park at the side.
  No, please park at the side of the hotel.

10. The ice machine is broken.
  Yes, we put in a request to fix it. Sorry about that.
  Yes, someone broke it.
  You have to buy ice somewhere else.

CHECK ANSWERS

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