English Vocabulary
- Receptionist: Good morning. ...
- Client: Hi, good morning. ...
- R: Yes sir, we have several rooms available for that particular weekend. ...
- C: The 24th.
- R: How long will you be staying?
- C: I'll be staying for two nights.
- R: How many people is the reservation for?
- C: There will be two of us.
Introduce yourself by name making sure your communication is professional, yet personal. “Great to meet you, I'm Nikko”. If occupied with another guest, it is important to acknowledge arriving guests. This can be done with eye contact, a smile, a nod or saying 'I will be with you in a moment'.
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Making the booking I'd like to make a reservation for a (single / double / twin) room for the night of (date), please. Do you have any double rooms left for the weekend? Do you have any double rooms available this weekend? How much is… a single room / a double room / a suite?
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Hotel etiquette is the set of rules to stay at a hotel. It includes the proper way to book, check-in, check out, and the appropriate behavior. As a guest, know hotel etiquette rules to avoid any embarrassment. As a host, hotel etiquette helps you manage your guests' expectations.
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Table of contents
- Establish eye contact.
- Dress to impress.
- Ask questions.
- A smile goes a long way.
- Offer to help.
- Be cordial even if you're busy.
- Make guests feel special.
- Indicate points of interest within the hotel.
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One of the best ways to make a lasting first impression on hotel guests is to personalize their room according to their preferences and needs. For example, you can adjust the temperature, lighting, and music to their liking. You can also provide them with extra pillows, towels, or blankets if they requested them.
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Extend a welcome: Make eye contact, smile, say hello, introduce yourself, call people by name, and extend a few words of concern. Notice when someone looks confused: Stop and lend a hand. Take time for courtesy and consideration: Kind words and polite gestures make people feel special.
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When a guest comes within ten (10) feet of a team member(s), the team member(s) should cease their conversation to acknowledge the approaching guest. At approximately five (5) feet our team members should acknowledge the guest(s) with a nod or greeting, whenever appropriate.
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Regardless of the your Department within the Hotel – Unacceptable behaviour includes unwanted physical contact, stalking, offensive comments, joking about somebody (whether using words or body language) and publishing, circulating or displaying offensive material or pictures.
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