When engaging with guests throughout your hotel, you want to put your best foot forward (and not in your mouth). Like with all communication, it’s not so much what you say, but how you say it.
To help keep guests feeling recognised and respected, we’ve got 7 customer service phrases that should be regularly used throughout your hotel – from front-of-house to management – and 5 to remove from your team’s vocabulary.
Customer Service Phrases for Hotel Staff to Use
1. “Great question – Let me check and I’ll find that out for you”
Using this phrase shows you value a guest’s enquiry and are committed to providing them with accurate information. It reassures the guest that their question is important and worth investigating rather than receiving an immediate, possibly incorrect, answer full of uncertainties in the form of I think or From memory…. This approach builds trust and ensures guests feel their needs are taken seriously.
2. “If you can [action], then I can [action]”
In times where a resolution requires mutual effort, this phrase can clearly communicate that a guest’s participation can directly influence their outcome, fostering a sense of partnership. By framing the situation as a shared responsibility, it encourages a more positive interaction and helps manage expectations effectively.
3. “Expect an update from us by [date/time]”
Providing a specific timeframe for an update helps to manage a guest’s expectations and reduces anxiety about the outcome. It assures guests that their concern is being actively addressed and they will receive timely communication. This transparency and commitment to follow-up enhances trust and confidence in your hotel’s service.
4. “Thank you for being our guest”
Simple but effective. Expressing gratitude to a guest reinforces a positive and welcoming atmosphere, making them feel appreciated and valued. This acknowledgment can enhance the guest’s overall experience, making them more likely to view their stay positively.
5. “Here’s what we can do…”
Starting with what can be done rather than focusing on limitations shows a positive and solution-oriented attitude. This helps to shift the conversation towards actionable solutions, making guests feel their issue is being actively addressed. By presenting available options, hotel staff can maintain a constructive dialogue with guests.
6. “Do you have any feedback on your experience so far?”
Remember – you don’t need to wait for an issue to engage in customer service practices. Being proactive and inviting feedback from hotel guests actively involves them in the quality improvement process, showing their opinions are valued. This phrase can reveal insights into the guest’s experience that might not be otherwise shared, allowing your hotel to address issues promptly, rather than waiting for post-stay feedback.
7. “From my understanding, the issue you’re experiencing is [paraphrase] – have I got that right?”
Paraphrasing a guest’s concern shows you’re actively listening and ensures you both have a clear understanding of the issue. It provides an opportunity for guests to clarify or elaborate on their problem, which can lead to a more accurate and effective resolution.
Customer Service Phrases for Hotel Staff to Avoid
1. “To be honest with you…”
Using this phrase can imply that previous communications may not have been entirely truthful, which can undermine trust. It suggests a lack of transparency up until this point, potentially making guests question the integrity of the information provided by your hotel. This creates unnecessary doubt and discomfort.
2. “Apologies for any inconvenience this may cause”
It’s genetic, insincere, and fails to acknowledge the specific nature of the guest’s inconvenience. This phrase may come across as dismissive and insufficient, especially if guests are facing a significant issue. Instead, go for a personalised apology that directly address a guest’s concerns.
3. “Sorry, we can’t do that”
Flatly stating something cannot be done shuts down the conversation and leaves a guest without alternatives. It conveys a sense of inflexibility and unwillingness to assist, which can lead to negative perceptions of your hotel’s service. Instead, offer possible alternatives or solutions to show your willingness to help.
4. “You’ll have to…”
Telling a guest that they “have to” do something sounds commanding and unaccommodating, potentially causing further frustration. This phrase can create a negative experience by making a guest feel as though they are being forced into an action, rather than discussing their concerns for a desired outcome.
5. “Is there anything else?”
Although you may be eager to end a particularly challenging customer service request, this phrase can sound dismissive, which may make your guest feel rushed or unimportant. It can give the impression that your hotel is only interested in resolving the current issue quickly rather than providing ongoing support. Instead, use more open-ended questions that invite additional concerns and feedback.
Effective Communication: Enhancing Customer Experiences in Hotels
When deciding on the best customer service phrases to use throughout your hotel, keep in mind that delivering exceptional customer service requires the right words and a friendly approach. By using (and avoiding) the phrases listed, you can make your customer interactions better, providing a greater experience for all guests.
About iVvy
iVvy is a leading global SaaS cloud-based technology solution designed to streamline booking and event management operations for venues worldwide. Our comprehensive platform offers a range of powerful features, including instant booking functionality and centralised function diary, to enhance the efficiency and productivity of venue operators.
With an integrated revenue management and distribution platform, iVvy equips hotels, restaurants, stadiums, and universities with the necessary tools to seamlessly manage inquiries, bookings, and event logistics. Including advanced reporting and analytics features, iVvy offers venues greater visibility into their business performance. This invaluable data empowers decision-makers to make informed choices, optimise revenue, and maximise the utilisation of group rooms, meeting spaces, and event facilities.
iVvy’s scalable solutions cater to the unique needs of the travel, MICE, and events industries. Our global team, available 24/7, provides dedicated support to clients in five countries, ensuring seamless operations and prompt assistance whenever required.
We are proud to serve some of the world’s most renowned hospitality groups, major corporations, travel companies, governments, associations, stadiums, universities, and nonprofit organisations.
To learn more about iVvy and our comprehensive product suite, visit ivvy.com
Damon HalliVvy
