English Expressions for Greeting Hotel Guests

Formal Expressions
Good morning (sir/maam)
Good afternoon (sir/maam). Welcome to (name of hotel/shop, etc)
Good evening (sir/maam)
How are you this morning (afternoon, evening, today)?
Less Formal Expressions
Hello
Hi
Whats up?
Hows it going?
How can I help you today Maam (sir)?
Can I be of assistance?
How may I assist you?
May I assist you with anything?
What can I do for you today?

English Dialogue for Greeting Guests

Staff: Good morning Maam. Welcome to the (Spa)
Guest: Thank you.
Staff: How can I help you today?
Guest: Im here for a (.massage).

Expressions for Farewells

More Formal expressions
Goodbye
Thank you for coming. Have a pleasant day.
Goodbye, please come again.
Goodbye, I hope to see you again.
Less Formal Goodbyes
See you later (soon)
So long
Good bye
Bye
I have to run
I have to be going now
Catch you later
Later
See you again
Please come again

Expressions Used for Making Reservations

Caller
I would like to make a reservation.
What kind of rooms do you have?
Do you have a room with two double beds?
Can I get an ocean view room?

How much is it per night?

What facilities does the hotel have?
Are pets welcomed at the hotel?

Receptionist
What date do you want to check in?
How long will you be staying?
Do you want a smoking or non-smoking room?
How many people in your party?
Im afraid we are booked that weekend.

Dialogues for making reservations

Receptionist: Desert Inn, can I help you?
Caller: Yes, Id like to book a room for the 30th and 31st of this room. Do you have anything available?
Receptionist: Yes sir. We have three standard rooms available.
Caller: How much is it?
Receptionist: The rooms are $175 per night for one person. There is an additional charge of $20 for each
additional guest. How many people will be in the room?
Caller: Just me. Is there a complimentary breakfast with that?
Receptionist: Yes sir.
Caller: What other facilities do you have?
Receptionist: There are 2 restaurants, an outdoor pool, a sauna and laundry services.
Caller: OK, Is like to book a room.
Receptionist: Yes sir, youre all set. See you on the 30th.
Caller: Thanks, bye.
Receptionist: Goodbye.
Once you arrive at the hotel you need to check in- to let the hotel know that you have arrived and want to
register and go to your room. Below are some common expressions that are used when checking in.

Expressions Used for Checking in

Guest
Id like to check in.
Do you have any rooms available?
I will be stating for two days.
How much is it per night?
What time is checkout?

Staff
Do you have a reservation?

How many days would you like to stay?

Please fill out this form.
May I see your drivers license or passport?
How many people in your party?

Dialogues for Checking in

Staff: Hello, how may I help you?

Guest: Yes, do you have any room available?
Staff: Yes sir, we have mountain-view rooms and suites.
Guest: Id like a room please. How much is it?
Staff: For one person the rate is #150 per night?
Guest: OK, Ill be staying for 5 nights. Could I see your drivers license please and please complete this
form.
Guest: Here you go.
Staff: Here is your room key. Youll be in room 908. Do you need any help with you luggage?
Guest: No thanks, I can manage. Thank you.
Staff: Welcome to the Pleasure Place. How can I help you?
Guest: Id like to check in. I have a reservation.
Staff: Of course, could I have your name please?
Guest: James, Elliot James.
Staff: Here you are. You are staying for 4 nights- is that correct?
Guest: Yes, I may have to stay another day or two. Will that be a problem?
Staff: No problem sir. How will you be paying, with cash or a credit card?
Guest: Ill be using my Master Card.
Staff: Could you complete this form and may I get a copy of your passport port?
Guest: Of course, here you go.
Staff: You are in room 1212. Here is your room key. Ill call a bell boy to assist with your luggage.
Guest: Thanks.
Staff: Have a pleasant stay.
Guest: Im sure I will.

Expressions Used for Checking out

Staff
How will you be paying- by cash or credit card?
Have you used the minibar?
I hope you enjoyed your stay.
Could I have the room number and room key please?

Guest
Id like to check out.
I want to check out. Could I have the bill?
Could I have a receipt, please?
I think theres mistake on the bill
Could we get some help bringing our luggage down?
Is there a shuttle bus to the airport?

Dialogues for Checking out

Guest: Id like to check out please.

Staff: Of course, could I have your room number and room key?
Guest: Here you go.
Staff: Give me a moment to get the final bill. You used the mini bar, is that correct?
Guest: Yes, I had a couple of cokes and a bag of chips.
Staff: Heres the final bill. Will be still be paying by credit card?
Guest: Yes, here my Visa card.
Staff: Thank you sir. I hope you enjoyed your stay.
Guest: I did, thank you.
Guest: I want to check out please.
Staff: Yes sir, could I have your room number and key?
Guest: Room 566. Heres the key
Staff: Did you use the mini bar sir?
Guest: No.
Staff: Here is the final bar. Youll be playing by cash, correct.
Guest: Yes, thats correct.
Staff: Heres you receipt and change.
Guest: Thanks, what time does the shuttle bus leave for the airport?
Staff: It leaves in ten minutes. You can board to the right of the front door.
Guest: Thanks, goodbye.
Staff: Good bye sir. Have a pleasant flight.

Dialogue for Introducing Yourself

Staff: Hello, Im Ms. Jabdee.
Guest: Hello, Ms. Jandee, Im Susan Appleton.
Guest: My name is John Grey.
Staff: Nice to meet you Mr. Grey, Im Mrs. Sukjoy.
Guest: Im George Franks. Whats your name?
Staff: My name is Sopida, Sopida Hakam. Its a pleasure to meet you Mr. Franks.
Guest: Allow me to introduce myself. My name is Frank Jeffers.
Staff: I delighted to meet you Mr. Jeffers. My name is Pornpan Orasa.

Welcome to the Beef House. My name is Rebecca and Ill be your waitress tonight

Expressions Used for Making Requests

Possible guests request

Request: Could I have another order of garlic toast?

Response: Yes sir, Ill take care of that right away.
Request: I would like extra soap and shampoo left in the room.
Response: Ill attend to that immediately.
Requests: Would it be possible to get a two minute boiled egg?
Response: Of course sir, Ill be back with that item in a few minutes.
Request: Could you arrange a tee time of 7:00 AM for four at the Country Club?
Response: Of course sir, what is the name of your party.
Requests: The guests in the next room are very noisy. Could we change rooms?
Response: Im not sure, let me talk to my supervisor. Ill be back in a moment.
Request: Is it possible to get free samples of all the facial products the spa sells?
Response:Certainly maam, which products would you like?

Dialogue for Guests Requests

Guest: Instead of herbal tea, do you happen to have Earl Grey?

Staff: Im sorry maam, but herbal tea is all we have at the moment.
Guest: Could I get some more weights added to this machine. This is no challenge at all.
Staff: Ill get more weight right away. How much more?
Guest: Could you fill out the form for me. I hurt my writing hand?
Staff: Of course sir. First, how do you spell your family name?

Expressions Used for Handling Guests Complaints

Possible problems or complaints

Complaint: There are not enough towels in my room.
Response: Ill have housekeeping deliver more towels to your room right away sir.
Complaint: The sink is leaking in the bathroom.
Response: Sorry for the inconvenience, maintenance will be by shorty to fix the problem.
Complaint: This tread mill doesnt seem to be working properly.
Response: Im sorry miss, why dont you used that one over there.
Complaint: I seem to have misplaced my tennis racket. Has one been turned in?
Response: Not yer sir, but Ill let you know if someone does. What is your room number?
Complaint: I specifically requested an ocean view, but the room I was given has a view of the pool.
Response: Im sorry about the mix up sir, well change your room immediately.
Complaint: This soup is not warm enough.
Response: I apologize for that maam. Ill have the chef warm it up immediately.
Complaint: Why is our order taking so long?
Response: Well sir, you ordered the steak very well done and it takes a little longer.

Dialogue About Handling Complaint

Guest: When I first arrived I was assured that a bottle of Chivas Regis would always be in the mini-bar.
Well Im here now and the bottle isnt. What kind of hotel are you running here anyway!
Staff: I sincerely apologize for the oversight sir. We have been exceedingly busy today because of the
convention. Ill have a complimentary bottle delivered immediately. Please accept it with our
compliments.
Guest: Well, I should hope it would be complimentary. Thank you. Good bye.
Guest : This tea is sweetened, and I specifically wanted unsweetened tea.
Staff: Im sorry maam. Ill bring an unsweetened tea immediately. Please excuse the mistake.
Guest: No problem, things happen.
Staff: Heres your tea maam. Let me know if I can be of further assistance. Enjoy the rest of your meal.
Guest: Thank you.
Guest: I had reserved a tennis court, but it has has been taken over by someone else.
Staff: Yes sir, I understand. But we have a policy that if a party is more than 15 minutes late for a starting
time, we schedule the courts for other waiting guests. Im so sorry for the inconvenience. Would you
like to reschedule?
Guest: I requested the eggs over hard, these are over easy.
Guest: Sorry about that sir, let me make you some more right away.
Guest: We ran out of toilet paper. Is it possible to get more?
Staff: Of course, maam. Ill send more up immediately. Is there any thing else you require?
Guest: Now that you mention it, could you also bring up a six pack of Heineken?

Staff: Yes maam, Ill notify room service and have them send some to your room.
Guest: That would be great, thanks.

Expressions Used for Offering or Giving Advice

When asking for advice
What do you think I should do?
What would you do in my shoes?
Do you have any ideas about what to do?
What would you suggest?
Can you think of anything that might help?
When giving advice
Why dont you (. take a taxi instead, its faster.)
Have you thought about (. getting some medicine at the pharmacy)?
I think you should ( . see a doctor).
Have you considered ( . the local markets? Sometimes they have great deals).
One option may be to (. call you embassy).
When responding to advice
Thats a good idea.
That might work. I hadnt thought of that.
Maybe youre right.
Thanks for the advice.
Thanks, Ill try that.

Dialogue for Giving Advice

Guest: That food was really spicy and upset my stomach.
Staff: Maybe you should get some medicine at a pharmacy.
Guest: Thats a good idea. Thanks.
Guest: That woman looks angry. Did I do something wrong?
Staff: Actually sir, that gesture you used is considered very rude in our culture.
Guest: Im sorry, I didnt mean to offend anyone. What should I do in that situation?
Staff: Using this gesture instead is appropriate.
Guest: Thanks for the advice.
Guest: I cant seem to find any of the souvenirs I want at the mall. I cant go home empty handed. Do
you know where I could go?
Staff: Have you considered shopping at the traditional open market. It has hundred of items to chose
from and the prices are usually cheaper than in the mall.
Guest: Thanks, Ill try that.