Share 🏨 Chapter 2: Polite Communication in Service
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Guest: Good evening. I have a booking. Staff: “Name?”
“Good evening, sir. May I have your name, please?”
Guest: Can you help me find the elevator? Staff: “Go that way.”
“Certainly, ma’am. The elevator is right over there. May I help you with your luggage?”
Guest: Excuse me, where’s the pool? Staff: “Upstairs.”
“It’s on the second floor, next to the gym.”
Guest: I need a taxi. Staff: “Wait.”
“Please wait a moment, sir. I’ll call a taxi for you right away.”
Guest: Hello, can I check out now? Staff: “Hold on.”
“Just a moment, please, ma’am. May I have your room number?”
Guest: Thank you for your help. Staff: “Yeah.”
“You’re welcome, sir.” / “My pleasure.”
Guest: Hello, can you show me the way to the restaurant? Staff: “Go left.”
“It’s to your left, sir, near the lobby. Please allow me to show you.”
Guest: I’m sorry, I lost my room key. Staff: “You should be careful.”
“I’m sorry to hear that, ma’am. May I have your name so I can make a new key for you?”
Guest: Excuse me, where’s the toilet? Staff: “There.”
“It’s just down the hall, ma’am — on your right.”
Guest: Hi, what’s the Wi-Fi password? Staff: “Check the wall.”
“Of course, sir. The Wi-Fi password is written near the TV. Would you like me to show you?”
Guest: Do you have a table for two? Staff: “Wait.”
“Please wait a moment, ma’am. I’ll check for an available table.”
Guest: Can you take our order now? Staff: “I’m busy.”
“Thank you for waiting, sir. I’ll be with you in just a moment.”
Guest: Excuse me, this soup is cold. Staff: “That’s how it is.”
“I apologize, ma’am. I’ll replace it for you right away.”
Guest: Can I see the menu, please? Staff: “It’s over there.”
“Certainly, sir. Here’s your menu.”
Guest: Excuse me, can you bring the bill? Staff: “Wait a sec.”
“Please wait a moment, ma’am. I’ll bring the bill shortly.”
Guest: Do you have a smoking area? Staff: “Outside.”
“Yes, sir. The smoking area is outside, next to the garden.”
