GIHM (Government Institute of Hotel Management, Catering Technology And Applied Nutrition): Basic English for Non English Speaking Hoteliers

GIHM DEHRADUN

People from all round the word work in the glamorous hotel industry. There are more than 50% Non English Speaking Hoteliers and Restaurateurs work in different hotels, restaurants, pubs, coffee shops etc. Hotel industry is all about serving your guest. While serving properly you have to communicate. So, if you are non English speaking personnel then don’t be afraid. I am here to help you. Also if you want to know secret magic formula to improve your English then do read this tutorial now: How to Improve your English to be a Good Hotelier

1: For Addressing:

Mr. – To address any Gentleman (Both married & non married)

Mrs. – To address any Woman (Only married)

Miss – To address any Woman (Only Unmarried)

Ms. – To address any Woman (Both married & Non married)

Note: Whenever you are not sure whether your lady guest is married or not then the safest approach is to address her as Ms. But sometimes it has been found that very few lady guests become irritated at your addressing. So, if possible it is better to ask “How should I address you, Sir/Madam?”

2: Greetings:

Good morning, sir/madam

Good afternoon, sir/madam

Good evening, sir/madam

3: Welcoming any one:

Welcome to XXX hotel

We are glad to see you Mr. X

Thanks for your coming Mr. X

We are honored to get the chance to serve you sir

4: Asking questions or Inquiring:

Could I ask you, a question, sir?

Do you need anything else sir?

May I have your first name?

May I have your name, please?

Your initials, please?

May I have your room number?

May I have your signature here, sir?

May I know who I’m talking to?

May I ask who the next is?

May I be of your service, madam?

May I recommend our XXX to you, sir?

May I help you with that, madam?

Is there anything else I can do for you, madam?

5: Wishing your Guest:

Have a pleasant stay in the XXX Hotel, sir

Have a pleasant stay with us, madam

Have a nice day!

Have a pleasant evening

Have a good weekend!

Have a good day

Enjoy your stay/day

Happy New Year!

Merry Christmas!

Happy Birthday!

6: Apologizing:

I am terribly sorry, sir.

Excuse me.

I’m awfully sorry

I beg your pardon, sir

Excuse me for interrupting

Sorry to have bothered you

I’m sorry. A guest is waiting for me.

I’m sorry to have kept you waiting, sir

I’m sorry. The house is fully booked

7: Answer to apologizing:

It’s Ok

No problem

No problem at all

That’s all right

It doesn’t matter

It’s nothing

8: Thanking any one:

Thank you

Thank you very much

Thank you for telling us

Thank you for your compliment

Thank you for coming

Thank you for calling

Thank you for waiting

Thank you for being so understanding

That’s very kind of you.

Thank you very much

9: Answering Thanks:

You are welcome

It’s my pleasure

My pleasure

With pleasure

Thank you

10: Assuring your guests:

Don’t Worry, sir.

Take it easy.

Don’t worry, madam. We’ll see to it

Don’t be afraid sir.

I’ll look into the matter

I’ll be with you in a moment

It won’t be too long, sir

Please take it easy, madam

11: Directing to a destination:

Come with me, I will show you the way

Follow me please.

Let me show you

This way, please

Go down to the lobby

Please take the lift to the 5th floor and turn right.

Turn left/right at the first corner

12: Show eagerness to serve:

I am always at your service sir.

Feel free to call me, sir

Very good, sir. I’ll be glad to help

Certainly, madam. I’ll be happy to do it

Yes, I will

My name is X, if there is anything we can do for you, just let us know

13: Declining any offer:

I am terribly sorry sir, I cannot accept it

It is out of our rule sir, I can’t help you sir.

That’s very kind of you, but no, thank you

I’m afraid we cannot do that

That won’t be necessary, sir, but thank you all the same

This is out of our scope sir

I’m sorry, there is no discount

I’m sorry, madam, I’m afraid we don’t have any available

What you are requesting is beyond our capability sir

14: Answering any Request (When you are Uncertain):

I will try my level best, but can’t guarantee you, sir.

I will try, but not sure enough.

I’m sorry we cannot guarantee, but we’ll do our best

I’m sorry, sir. I’m afraid I’m not sure, but I’ll ask some one for you

If you wait a moment, sir, I’ll try to find it out

15: Expressing happiness:

My pleasure. I’m happy everything was to your satisfaction

I’m glad to hear that

It is great sir.

I am very fortunate sir

16: Expressing sorry:

I am shocked to hear it, sir.

I’m sorry to hear that

It’s a great pity

I am really sorry sir

17: Expressing concern:

Are you ok, sir?

Is everything all right?

Are you all right, sir?

I hope you did not hurt yourself

Would you like to see the doctor?

I hope you are better now

Are feeling ok?

Should I call our doctor?

18: Agreeing on anything:

Certainly sir

Definitely sir

That’s true

Absolutely, sir

Exactly, sir

Why not?

19: When you don’t understand something:

Could you repeat please?

I am sorry, sir. I don’t get your point.

Could you speak more slowly?

I’m sorry, I don’t quite understand. Should I get the manager?

Pardon?

20: Finishing Conversation:

Good bye, and have a nice trip

Have a nice day

See you