hospitality industry english exercises



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POLITENESS TRAINING FOR HOTEL INDUSTRY WORKERS
topic: The right way to talk to guests/clients in English 4



Part of providing good customer service is knowing the right way to communicate. English has its own "accepted" ways of talking to customers/clients/guests. If you don't use these, or if you use them incorrectly, you might come across ( = be seen) as rude or unprofessional. In the exercise below, pretend that someone is asking you the question in italics. Choose the best, most polite response:



1. This isn't the price you quoted me over the phone.
  Hmm. You must have asked about our weekend rates ( = prices). Those are lower than our weekday rates.
  No. I didn't make a mistake. You obviously asked about a different day.
  Prices are higher on weekends. You asked about weekend rates, not weekday rates.

2. There must be some kind of mistake. I confirmed my reservation last week.
  I'll check the system again. Give me your name now.
  I'll check the system again. How do you spell your name again?
  I'll check, but don't get your hopes up.

3. Is there a casino here?
  Next to the hotel, ok?
  Yes, I'm sure you saw the casino on the way in.
  Yes, there's a casino adjacent to the hotel.

4. Can I order room service?
  No. We don't provide that service.
  No, you can't. It's not possible.
  No, of course not. We don't provide that service.

5. 700 €!? You told me it would be € 100!
  You're obviously wrong. It's € 100 per day, not per week.
  You're clearly mistaken. It's € 100 per day, not per week.
  There's obviously been a misunderstanding. It's € 100 per day, not per week.

6. Can I get a wake up call at 7:00 AM tomorrow morning?
  Yes, I suppose you can.
  Yes, I'll make a note of it.
  Yes, if you say so.

7. I'll pay with my Visa.
  Actually, we only take Mastercard.
  You can't. We only take Mastercard.
  No way, sir. Mastercard only.

8. Do I pay when I check out?
  Now. Please pay me.
  No, you have to pay in full when you check in.
  You must pay me right now. Paying later is not possible, sir.

9. This neighborhood seems a little dangerous.
  Please don't worry. Please.
  Don't worry. There's nothing to be afraid of.
  Don't be so paranoid. It'll be OK.

10. Is the fitness center open?
  Of course. Why wouldn't it be? It's open 24 hours a day?
  It's clearly open.
  Yes, it's open 24 hours a day.

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tips and tricks about customer service - for esl students

Don't make the customer feel stupid. Sometimes people ask questions that are ignorant or just plain stupid. Show a little compassion and understanding. What's obvious to you might not be for someone else. If someone says something that is completely wrong, point this out in a polite way ("No, I believe you're mistaken..."), or simply answer the question without letting the person know how you feel about it.


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