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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