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 5



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. Can I get a receipt?.
  I'm printing one out right now.
  Yes, I'm going to give you one. Wait.
  Give the printer time to print your receipt, please.

2. Did someone leave a package for me?
  No, ma'am. There's no package for you.
  No, ma'am. I would have told you if you had mail.
  No, lady. There's no package for you.

3. (A group of 4 guys approaches the reception desk) Hi.
  Good afternoon, people. What can I do for you?
  Good afternoon, men. What can I do for you?
  Good afternoon, gentlemen. What can I do for you?

4. Could you check another date for me?
  OK, if you insist.
  Which date would you like me to check?
  Which date must I check now?

5. I don't have any photo ID on me.
  Just give me something with a photo.
  You must show me some kind of photo ID, or I won't give you a room.
  All guests are required to present photo ID at check in.

6. C'mon! You mean to tell me that all your rooms are booked?
  That's right. We don't have anything available for tonight.
  That's right. Unfortunately I can't kick someone out to give you a room, sir.
  Didn't I just say that? Yes, we're full.

7. Thanks for clearing that up for me!
  Let me know if I can be of further assistance.
  Let me know about your future problems too, ok?
  I have no problem with your problem.

8. Are you going to bring my bags up to my room?
  Me, no! I'm the manager!
  No, I'm a little too important for that.
  No, I'll get one of the bellhops to do that.

9. Don't you have any weekend deals or something?
  We normally do, but not this weekend. You have bad luck.
  We normally do, but not this weekend. Just your luck.
  We normally do, but not this weekend.

10. That's a little steep isn't it?
  That's our cheapest available room, sir.
  Too bad. I have nothing cheaper, sir.
  No, it isn't. Normally it's much more expensive!

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tips and tricks about customer service - for esl students

Don't make the customer feel guilty. It is not polite to point out (in a very direct way) what the customer did wrong. You shouldn't say things like "You should have known better." or "I can't believe you did that." Instead, offer a better way - "If I were you, I would..." or "I think it would be best to..." Remember, you're there to help someone - not to make them feel guilty or uncomfortable :)


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