Learn the art of speaking, make the hotel and guests more comfortable to communicate, and reject unreasonable requests with high emotional intelligence
The customer first has always been the first purpose of the hotel management service, trying to meet the needs of the guests as much as possible. If a guest makes an unreasonable request, how should the guest complain? This section of the course summarizes 80 service words commonly used by hoteliers, hoping to help hoteliers.
01
empathy
I understand your feelings very well.
Please don’t worry, I understand your mood very much, and we will do our best to solve it for you.
If I encounter so many troubles from you, it will be the same mood as you are now.
It is inconvenient for you to have such a thing happen, but we still hope to face it together positively. What do you think?
I understand/really understand your feelings very well, please rest assured, we will check it out and give you a satisfactory answer.
“If it were me, I would be very anxious…” “I feel the same way as you…” “It’s quite annoying…”.
Hello, I am really sorry for causing you so much trouble. If I were you, I would also be very angry. Please calm down and give me a few minutes to tell you the reason. ?
I can understand your mood, and I will deal with it for you immediately.
02
get attention
Sir/Miss, you are our first year guest.
You are all old customers who have supported us for a long time.
You are so familiar with our service, you must be our old customer, I am sorry, we have made such a mistake, I am so sorry.
Sir/Miss, I am sorry that the previous service made you feel bad. Our hotel attaches great importance to the opinions of guests. We will report your situation to the relevant departments as soon as possible for improvement.
03
replace you with “I”
You confused me - replace it with: “I don’t quite understand, can you repeat your question”.
You got it wrong - replace it with: “I think there may be a misunderstanding in our communication”.
I have said it very clearly - replace it with: Maybe I didn’t explain it clearly, which made you misunderstood.
Do you understand? - Replace with: Are you clear about my explanation?
Ah, what did you say? - Replace it with: I’m sorry, I didn’t understand, could you say it again?
You need to replace it with: I suggest… / You can see if this is possible…
04
Speak from the customer’s point of view
This is mainly to protect your interests.
I know you will understand. This is to ensure the same customer rights as you, which are of great significance to our hotel.
05
What kind of mouth is the sweetest
Excuse me.
Thank you very much for such a good suggestion. We will reflect it upwards. Because of your suggestion, we will continue to improve.
When the customer is not satisfied but does not pursue it: “Thank you for your understanding and support, we will continue to improve the service to make you satisfied.”
Sir, you are all our old guests. Of course we can’t live up to your trust.
We are very sorry for causing you trouble this time. I have recorded the situation you mentioned and will report it to the relevant departments to avoid the recurrence of such problems.
Thank you very much for providing us with this information, which will make our service better.
Your problem has been solved this time, please feel free to use it!
Thank you for your support for our work, and I hope you will continue to support us in the future!
Thank you for supervising our service, which will make us do better.
Thank you for your support to our hotel. Your feedback and suggestions will become an important reference for our hotel’s future improvement work.
Thank you for your feedback, we will strengthen the training of our work, and you are welcome to supervise our work at any time.
Thank you for your feedback. This problem has always been a problem that my hotel attaches great importance to. At present, in addition to XX accepting it, we also provide other channels. I hope you can also provide us with better suggestions.
In response to the situation you just reported, our hotel will continue to improve, and we hope to bring you better services after the improvement.
I am so sorry to make you have such doubts and make you feel very unhappy.
Thank you very much for your concern and support for us. We will improve it as soon as possible.
Your suggestion is very good, I agree with it very much.
Thank you very much for your valuable suggestions. It is an honor for our hotel to have guests like you.
06
the art of rejection
Sir/Miss, I can understand your thoughts very well, but I am very sorry that we are unable to meet your specific requirements for the time being. I will report your situation to the relevant departments first, and then contact you after confirmation, okay? ?
What you said does have some truth. If we can help you, we will do our best. We hope to get your understanding if we can’t help you.
Although we can’t deal with or solve this matter right now, what I can do is…
Thank you for your support, please pay attention to our future promotions.
Mr./Miss, thank you for your attention to my hotel xx event. I’m sorry that the event has ended. We will have new events in the future. Please pay attention and support.
Thank you very much for your attention. It has not been launched for the time being. Please pay attention later.
Sir/Miss, thank you very much for your feedback! We will do our best to improve this aspect, and hope that you will continue to support and supervise our work, thank you!
Miss xx, I can understand your mood. How do you want us to help you solve it?
Mr. xx, you are our guest, try our best to satisfy you, this is our job requirement. If we can help you, we will definitely try our best; if we can’t help you, I hope you can understand.
07
shorten the call
Hello, in order to facilitate your understanding of memory, I will now send this content to you via text message and email, please pay attention to the inquiry.
Since there are a lot of content involved, I will send you the specific content by email to learn more about it, okay?
08
How to make guests “wait”
I’m sorry, I missed your time.
Remind before waiting: “Sir/Miss, please wait a moment, I will check for you immediately”.
Resume the call after waiting: “Mr./Ms., thank you for your waiting, I have already found…/The result I have found for you now is…”.
Please wait for a moment, and it will be ready soon.
Since it takes some time to query the data, I am sorry to delay you and a little time.
Thank you for your patience.
09
record content
Would it be convenient for you to provide the detailed address, time, phenomenon, etc. of the specific situation? We give you a record so that we can query and process it as soon as possible, thank you for your cooperation!
Thank you for your valuable comments. We will record the comments to the relevant departments!
I very much hope to be able to help you. For this matter, our hotel will definitely have someone to help you as soon as possible, please rest assured…
This may be the mistake of our staff. We will feedback this problem to you immediately. Please rest assured, we will give you a satisfactory result!
Sir/Miss, I agree with your proposal very much. I will record it and hope to implement it as soon as possible. Please pay attention! Thank you very much for your valuable comments.
I’m very sorry for the inconvenience, please wait a moment, we will test it right away, okay? If there is a fault, explain to the guest: Thank you for reporting this to us, we will report the fault immediately, please try again later, okay?
I am very sorry for the inconvenience caused to you. This situation must be a problem in a certain link. You can rest assured that if it is our problem, we will be responsible to the end and give you an explanation.
10
other
If you are not satisfied with my explanation, you can make your suggestion so that I can improve it later.
Your satisfaction is our pursuit, I wish you a good mood.
“Please enter your password for verification, please follow the page prompts” - put the follow page prompts at the back to play a prompt role.
It doesn’t matter, I’m just worried that you will miss these offers. We will contact you when we have other activities in the future?
Please rest assured that the refund you requested has been cancelled successfully! Please rest assured, I have checked your fee for you, there is no problem! Please rest assured that the problems you reported have been recorded for you!
Thank you very much for your patience.
Thank you for your criticism and correction. We will correct it in time and continuously improve the service level.
Thank you, this is what we should do.
We will contact the relevant departments with your questions, please leave your contact number and we will reply you within * hours.
Maybe I didn’t say it clearly enough, please allow me to explain it again.
If you have any trouble, you can rest assured that we will try our best to help you.
Please tell us what you think, we would love to hear from you.
You have always been our customer with very good credit, and we will help you as soon as possible!
11
concluding remarks
I wish you a happy stay! /have a good weekend! /I wish you a pleasant journey!
When the guest said he was driving, the conclusion: pay attention to safety on the road.
Hope to serve you again next time!
I wish you a smooth journey.
The weather is getting colder, remember to add clothes to keep warm.
It is raining today, please remember to bring an umbrella when you go out.