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TABLE OF CONTENTS:
Introduction What is Verbiage ……………………………………………………3
Guest Interaction Guidelines Greeting Guests ……………………………………………………..4 Handling Requests ………………………………………………….5 Problem Resolution …………………………………………………6 Personalizing Guest Experience Using Guests ’ Name …………………………………………………7 Tailored Responses …………………………………………………..7
Handling Difficult Situations with Verbiage Expressing Apologies ………………………………………………..8 Offering Alternatives ………………………………………………...8
Key Phrases Phrases to Avoid …………………………………………………….9
Phrases to Use ………………………………………………………10
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What is the Verbiage?
In hospitality verbiage is about engaging with the guest by using more effective words and asking questions that show you ’ re interested in building a good relation and connection with them. It is about keeping track of valuable answers, using guest notes and tags to personalize them to gain their brand loyalty.
Why is Verbiage important?
Verbiage is crucial in hospitality because it helps create a welcoming atmosphere, improves communication, and ensures guests feel valued. By using clear and polite language, we can enhance the guest experience while reflecting the hotel's high standards. At Shangri - La, all our colleagues are expected to Obsess Over Customer Experience, acting proactively and responding with our heartfelt Asian hospitality. This includes using effective communication and well - chosen verbiage to meet the needs of our guests and ensure their satisfaction.
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Guest Interaction Guidelines
Greeting The Guests
Creating a positive first impression is crucial to making guests feel welcome and valued from the moment they arrive. The first colleague to meet the guest has the opportunity to establish a lasting, positive impact through a warm smile, eye contact, and appropriate body language. A friendly and genuine greeting sets the tone for a strong, long - term relationship, influencing the guest ’ s overall experience and likelihood of returning. If the guest ’ s first interaction is negative or lacks warmth, it can reduce their interest in coming back to the hotel. Therefore, it ’ s essential to ensure that every guest ’ s initial contact is welcoming and satisfying to foster long - term loyalty.
Verbal Greetings (First - time Guests)
Greet Warmly & Introduce Yourself: “ Good morning/afternoon/evening, welcome to Shangri - La Jeddah! We ’ re delighted to have you with us. My name is Huda, and I ’ ll be happy to assist you during your stay. How may I help you today? ” Offer to Personalize Their Stay: “ I see this is your first time with us! We ’ d love to make your stay special. If you need anything or have any preferences, please let me know. ”
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Guest Interaction Guidelines
Verbal Greetings (Returning Guests)
Acknowledge Their Return & Use Guest ’ s Name: “ Welcome back, Mr. Al - Farsi! It ’ s wonderful to have you with us again at Shangri - La Jeddah. We ’ re so happy to see you return. ” or “ Good morning/afternoon/evening, Mr. Ahmed! It ’ s a pleasure to welcome you back to Shangri - La Jeddah. ”
Non - Verbal Greetings
Eye Contact : Making eye contact shows attentiveness and conveys that you are present and engaged in the interaction. Posture : Stand tall and open, with shoulders back and a smile, demonstrating confidence and a readiness to serve. Gestures : Simple gestures like a nod or a slight lean forward can demonstrate active listening and invite the guest to share their needs. Hand Gestures : If guiding a guest to a location, such as directing them to check - in or to their room, use open hand gestures to indicate direction. Handling Requests
Handling guest requests is key to great service. Acknowledge requests quickly, show understanding, act fast, and offer personalized solutions to create a positive experience. Communicate clearly, manage expectations, and follow up to ensure satisfaction. Going the extra mile shows your commitment to excellence and builds lasting guest relationships.
“ I ’ m happy to assist you with that, Mr. Sami, I will take care of that right away. ”
“ I ’ m afraid Niyyali doesn ’ t have availability for the time you requested, but we can reserve a table for you at [alternative time], or I can recommend other dinner options. ”
“ I just wanted to check in Mr. Ibrahim and make sure the extra towels were delivered to your satisfaction. ”
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Guest Interaction Guidelines
Problem Resolution Effectively resolving guest problems is an essential part of creating a positive experience. The key steps include staying calm, acknowledging the issue, offering a sincere apology, providing a timely solution, and following up to ensure satisfaction. By demonstrating empathy and professionalism, guests will feel heard and valued, even in the face of challenges. With proactive problem resolution, you can turn negative situations into opportunities to enhance guest loyalty and satisfaction.
Listen without interrupting and remain composed, allowing the guest to fully express their concern while staying calm, as this demonstrates that you value their issue and are focused on understanding it.
Offer a genuine apology and take responsibility, avoiding blame and instead focusing on resolving the issue to show the guest that you care about their experience.
“ I apologize for the inconvenience this has caused, Mrs. Sara. We want to ensure your stay is as comfortable as possible. ”
“ I ’ ll have the maintenance team address the air conditioning issue immediately, and I ’ ll check back with you to make sure everything is in order. ”
“ I understand your concern, and I ’ d like to escalate this matter to my supervisor to make sure we resolve it to your satisfaction, Mr. Hani. ”
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Personalizing Guest Experience
It is about accommodating to the guest needs and preferences, maintaining impeccable levels of service and create memorable experiences that entice customers to return. It is about recognition and proactive attention to detail that make guest experience different and unique
If a guest prefers a specific title (Doctor, Mr., Mrs.), always use it in your communication.
Example: “ Good morning, Dr. Ahmed. I hope you're enjoying your stay. ”
If you know the guest ’ s preferences (e.g., dietary restrictions, room preferences, or special requests), offer solutions based on that knowledge.
Example: “ I remember you prefer city view rooms. Your room has been prepared accordingly, Mr. Ibrahim. ”
“ I remember you mentioned you like to have fresh fruit delivered to your room every morning. Would you like me to arrange that again for you, Ms. Jana? ”
“ I ’ ve received your request for a late check - out, Ms. Salma, and I ’ ve confirmed it for you. You ’ re all set. ”
Take the time to ask about a guest ’ s preferences or how they like to experience their stay. This could be related to room temperature, food preferences, or even activity suggestions.
Example: “ I noticed you're a coffee lover, Ms. Amina. Jeddah has a few specialty coffee spots. Would you like me to recommend one nearby for a great coffee experience? ”
“ I remember you mentioned you enjoy the beach, Mr. Tarek. Our private beach club offers stunning views of the Red Sea. Would you like me to arrange a visit for you? ”
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Handling Difficult Situations
Effectively handling difficult situations requires expressing genuine apologies and offering alternatives that demonstrate your commitment to guest satisfaction. A sincere apology shows empathy, while offering thoughtful, personalized alternatives ensures the guest feels valued. Prompt follow up reinforces your dedication to resolving any issues and making their stay as enjoyable as possible.
Acknowledge the Situation
Express Genuine Empathy
Provide a Solution / Present Other Options
Check In After Resolution
“ I truly apologize for the inconvenience you ’ ve experienced, Mr. Faisal. I understand how disappointing this must be. ”
“ I completely understand how this situation must have upset your plans, Mrs. Lina. I ’ m so sorry and I ’ ll do my best to make it right. ”
“ Unfortunately, the item you requested is out of stock, but I can offer you a similar option that has received great feedback from other guests, Dr. Abdullah. ”
“ I hope the new arrangement has made up for the inconvenience, Mrs. Sara. Please let me know if there's anything else I can do to improve your stay. ”
“ Thank you for your patience, Ms. Lina. We value your satisfaction and are always here to make sure your stay is comfortable. ”
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Key Phrases
Phrases to Avoid
• "There's nothing I can do." Instead, say: "Let me find a solution for you. I'll make sure to take care of it."
• "I don't know." Instead, say: "Let me find the answer for you right away."
• "You'll have to wait." Instead, say: "I ’ ll make sure this is handled as quickly as possible. Please bear with me for just a moment."
• "It ’ s company policy." Instead, say: "I completely understand, and I ’ ll see what can be done within our guidelines to help you."
• "No, we can ’ t do that." Instead, say: "I ’ m afraid that ’ s not possible, but let me suggest an alternative."
• "You ’ re the first one to complain about this." Instead, say: "I appreciate you bringing this to my attention, and I ’ ll make sure we address it promptly."
• "I can ’ t make any promises." Instead, say: "I will do everything I can to ensure a positive outcome for you."
• "This happens sometimes." Instead, say: "I apologize for the inconvenience caused, and I ’ ll do everything I can to make sure it doesn ’ t happen again."
• "That ’ s not my department." Instead, say: "Let me connect you with the right team, and I ’ ll make sure they take care of you right away."
• "Why didn ’ t you say something earlier?" Instead, say: "Thank you for bringing this to my attention. I ’ ll make sure we handle it now."
• "There ’ s no guarantee." Instead, say: "I ’ ll do everything that I can. ”
• "It ’ s out of my hands." Instead, say: " I ’ ll do everything I can to make sure this issue is handled properly."
• "We're short - staffed." Instead, say: "Thank you for your patience as we manage our busy time. We are doing everything we can to ensure you have a great experience."
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Key Phrases
Phrases to Use
• "I ’ m really sorry this happened, and I ’ ll do everything I can to help you."
• "Thank you for bringing this to my attention. I ’ m here to help."
• "I ’ m sorry you ’ re experiencing this, let ’ s see how we can fix it."
• "Let me take care of that for you right away."
• "I ’ m happy to help with that."
• "I ’ ll do everything I can to resolve this issue for you."
• "Let me see what we can do to make things better for you."
• "It ’ s my pleasure to help you."
• "I ’ m happy to assist with anything else you may need."
• "Feel free to reach out if you need anything else."
• "I ’ m here to ensure everything goes smoothly for you."
• "Let me know if there ’ s anything else I can do to enhance your experience."
• "Let ’ s see what we can do to accommodate your needs."
• "I ’ m happy to adjust things for you to ensure your satisfaction."
• "I really appreciate your feedback; it helps us improve."
• "Thank you for bringing this to my attention; we will make it right."
• "I ’ ll take care of this for you right away—please give me just a moment."
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