Wow them with exceptional communication. 

One of the most proven ways to wow a guest and get them to rave about your hotel is exceptional guest services. And one of the most important aspects of those guest services is the verbiage hotel staff uses with guests. Lack of a professional vocabulary and succinctness will cause your staff to come off as amateurish and unprofessional. Below are a list of terms most often used in hospitality. The “Say this” terms are what I call my Five Diamond verbiage terms that will have your guests thinking they are staying at a top-tier luxury resort!

Say this: Absolutely…

Don’t say this: Yeah/ Yes/ Sure


Say this: It’s my pleasure…

Don’t say this: You’re welcome


Say this: Unfortunately your card is not authorizing at this time…

Don’t say this: Your card declined/ Your card is not going through/ Your card has no money on it


Say this: Allow me to show you…

Don’t say this: It’s over there/ Over there/ **points finger**


Say this: How may I assist you?

Don’t say this: How can I help?/ What do you need?/ Yeah?


Say this: I apologize for the inconvenience…

Don’t say this: I’m sorry/ Oh, sorry/ It’s not my fault


Say this: Please feel free to…

Don’t say this: Do this…/ You need to…


Say this: Have a pleasant day/afternoon/evening…

Don’t say this: Have fun/ Bye/ Laters


Say this: My apologies, I’ll look right into it…

Don’t say this: Sorry, I’ll check it out/ Oh? I’ll have a manager look into it/ Yeah, we know We’ll get to it…

Do you have your own Five Diamond terms you use that go over well with your guests? Feel free to comment them below and I’ll add them to the second installment of “Using Five Diamond Verbiage”!

 

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