Resources

Useful resources

Useful phrases

Here are some useful phrases that can be helpful when working at a hotel front desk:

1. Greetings and Introductions:

• "Welcome to [Hotel Name]. How may I assist you?"

• "Good morning/afternoon/evening! How can I help you today?"

• "Thank you for choosing [Hotel Name]. How can I make your stay enjoyable?"

2. Reservation Inquiries:

• "May I have your name, please?"

• "Could you please provide your reservation confirmation number?"

• "I'll be happy to check your reservation details."

3. Room Assignment and Check-In Process:

• "Based on our availability, I have assigned you to Room [Room Number]."

• "Here is your room key/card. Your room is located on [Floor/Level]."

• "Please fill out this registration form with your contact details."

4. Guest Services and Assistance:

• "Is there anything specific you would like assistance with during your stay?"

• "If you need any information about local attractions or restaurants, feel free to ask."

• "We offer [specific service or amenity]. Would you like more information about it?"

5. Payment and Check-Out:

• "Your total for the stay is [Amount]. How would you like to settle the payment?"

• "We accept cash, credit cards, and mobile payments. Which method would you prefer?"

• "Check-out time is at [Time]. Please return your room key/card when you leave."

6. Special Requests and Preferences:

• "Do you have any specific preferences for your room, such as smoking or non-smoking?"

• "We have a variety of amenities available. Is there anything specific you would like to request?"

• "If you have any dietary restrictions or allergies, please let us know, and we will accommodate your needs."

7. Handling Complaints or Issues:

• "I apologize for the inconvenience. Let me investigate this matter and find a solution for you."

• "I understand your concern, and I will do my best to resolve the issue promptly."

• "Thank you for bringing this to our attention. We will take immediate action to rectify the situation."

8. Farewells and Wishes:

• "Thank you for choosing [Hotel Name]. We hope you have a pleasant stay."

• "If you need any further assistance during your stay, don't hesitate to contact us."

• "We look forward to serving you again in the future. Have a safe journey!"

Remember, using polite and professional language, maintaining a friendly tone, and actively listening to guests' needs can greatly enhance their experience at the front desk.