Verbiage Booklet
What is Verbiage?
In hospitality, verbiage is about engaging with the guest by using more of effective words and asking questions that show you ’ re interested in building good relations and connections with them. It is about keeping track of valuable answers and using guest notes and tags to personalize the experience and gain their loyalty to our Brand.
All our colleagues at Shangri - La have to Obsess Over Customer Experience, acting proactively and responding with our heartfelt Asian hospitality in different situations with our customers, and that needs to be done through effective communication with the right verbiage to gain the satisfaction of our guests.
Greeting the guest upon arrival
To make the guest feel welcomed and important whenever the guest arrives. We approach and meet the guest with a smile, maintain eye contact along with proper body gestures. The first colleague who meets the guest upon arrival has the opportunity to make a positive impression on the guest.
Why first impression with the guest is very important?
If the guest is cordially welcomed by the hotel, then the first impression that is created in the guest ’ s mind leaves a good lasting impact.
If the guest is not satisfied from the beginning, then he/she will be reluctant to come back to the same hotel. If the first impression leads to a negative impact, then the first contact between the guest and the hotel will not be fruitful and if we don ’ t genuinely welcome the guest then the guest may lose his or her interest in the hotel; therefore, all arrangements for guest satisfaction should be planned ahead of time.
Greeting the guest upon arrival
How to greet the guest upon arrival?
• Good morning /afternoon/evening (sir/Madam), Welcome to Al Husn Hotel, My name is Suresh. Let me know if you need any assistance. • How would you like to be addressed? OR How may I address you?
Repeated Guest
* Good morning /afternoon/evening Mr/Ms, (Guest Name) It is so nice to see you again! It is a pleasure to have you with us, let me know if you need anything/ let me know how I can be of assistance.
Personalize Guest Experience
It is about accommodating the guests needs and preferences, maintaining impeccable levels of service and creating memorable experiences that entice customers to return. It is about recognition and proactive attention to detail that make guest experiences different and unique to gain their loyalty.
Greet the guest with their name if you know it.
* Welcome Back Mr. David ! How is your day going? It is always a pleasure to have you with us Mr. David.
Anticipating Guests Needs
If the guest looks like he/she needs help or is confused, take the initiative to talk with him/her to assist.
Say: Good morning/afternoon/evening Ms. Lim, I am Mohamed, Can I assist you with anything?
WOW Farwell
Just like the arrival experience, the departure experience is equally very important. When you consider the effort you have to put in to get people to our hotel, you should ensure they leave with a high level of satisfaction so they can come back again. This can happen when we show care and continue delighting them until their departure from the Hotel.
Upon leaving, we should provide the guests with a WOW Farwell:
Say: Thank you very much for staying with us Have a safe trip and we hope to see you again soon
If the guest is satisfied and happy with our services
Say: when you have time, we would love if you can share your experience and feedback about the hotel on TripAdvisor. Here is the card with the QR code to scan and it will automatically take you to the page. Feel free to
mention colleagues ’ names as well. Have a pleasant (afternoon/evening)
Front Office
Front Office Department can be thought of as the face of the hotel. It is the department that interacts with hotel guests when they arrive and handles reservations, check - ins, room assignments, room rates, the creation and management of a database containing guest information, and the provision of concierge services. As it will usually be the first point of contact for guests arriving at our hotel, colleagues in front office are responsible for creating a good impression upon arrival and departure to ensure our guests are happy and delighted.
How to greet the guest upon arrival
First time Guest
Say: good morning /afternoon/evening (sir/Madam), Welcome to Al Bandar Hotel, My name is Suresh.
Repeated Guest
Say: good morning /afternoon/evening Mr/Ms, (Guest Name) It is so nice to see you again! Welcome back to (name of the hotel) It is a pleasure to have you with us, how may I assist you?
Front Office
Departure Experience
Say: Thank you very much for staying with us Have a safe trip and we hope to see you again soon When you have time, we would love if you can share your experience and feedback about the hotel on TripAdvisor. Here is the card with the QR code to scan and it will automatically take you to the page. Feel free to mention colleagues ’ names as well (Happy Guests).
Front Office
Some Scenarios for FO:
1. Mr. David and his wife have just arrived at 8:00am to Al Husn hotel from a late - night flight from London. Their room is not ready yet, they are so tired and hungry, and they don ’ t want to wait in the lobby. In this case we can offer them breakfast in Sultanah till the room is ready and will say: “ Mr. and Mrs. David, May we offer you breakfast at Sultanah Restaurant while we get your room ready? Enjoy your breakfast. OR We can offer them to rest in the Lounge and bring the breakfast to them in case they would like to sleep or relax.
2. Mr. Smith and Mrs. Smith came to complain that no one cleaned their room from the day before !
We apologize for that, allow us to check with our Housekeeping team and will make sure that this will be done right away. We will advise you once the room is cleaned.
*Take ownership to communicate with HSKP and follow up to get it done and inform the guest.
3. Mr. John arrived at Al Husn Hotel with his wife and his kids (6 and 4 years old) and they wanted to book two rooms in Al Husn.
“ Good morning/ afternoon/ evening Mr. John, welcome to Shangri - La, Al Husn. We apologize in advance but we would like to inform you that Al Husn Hotel is an Adults only Hotel (16 and above), However, we are so glad to have you with us and would recommend Al Bandar or Al Waha hotel which would be more convenient for you and the family. They also have family rooms and several kids ’ facilities to enjoy your time with your family.
Housekeeping
Housekeeping Department is a very important department in our hotel as they are responsible of making hotel rooms clean, tidy and comfortable for our guests. The team should be using effective communication when they are in guest contact areas to build a connection with the guest.
Colleagues ’ have to greet the guest with a smile and the appropriate greeting depending on the time of the day.
• Find out the exact details required, by listening carefully and noting it down • Ask appropriate questions about requirements • Confirm all the details back to the guest at the time of inquiry to ensure you have the right information Give the required information. If it is a matter which will take time, notify the guest the specified time in which you are able to get back to him All guest queries have to be listened to attentively and dealt with immediately in a smiling and courteous manner
Colleagues ’ have to take personal responsibility for the guest queries and get back to the guest within the specified time.
Housekeeping
Entering guestrooms:
* SA knocks the guestroom door thrice * Announce “ Housekeeping ”
* Wait for two minutes
* Open the door slowly
* Announce yourself and slowly enter the room
While Servicing the room (Guest inside) after following the standard before entering the room * Good Morning/Good Afternoon/Good, I am the Housekeeper, my name is John, may I know when you would like your room to be cleaned? Or state the reason why you are entering the room. Follow up engaging “ How is your experience with our room cleanliness and condition? If any further assistance is required, I will be happy to assist you ”
Greeting of guest
Upon seeing a guest, the colleagues should greet the guest according to the time of the day along with a smile Use the guest's name when known
Housekeeping
Some Scenarios for HSKP:
1. Guest was passing by the corridor and saw one colleague from HSKP then he asked about the timing of circles pool bar.
Say: Good morning/ afternoon/ evening,
Give the information to the guest if you know,
If you don ’ t know:
Say: Allow me a moment to check sir/mam (Check the cue card) - Thank you for waiting and give the information
2. Room attendant went for room servicing, he knocked the door 3 times, the guest was on the balcony so he didn't hear. The RA thought that guest was not in the room so he entered the room. When he entered he saw the guest on the balcony:
Say: Good morning/ afternoon/ evening Sir/ Ma ’ am
My apologies, I knocked the door but I believe you were outside on the balcony. Is this a good time to service the room or do you prefer I come back later at another time that suits you?
Food & Beverage Service & Culinary
Food and Beverage service is the commercial and professional department that provides meals and drinks to our guests, where our colleagues are responsible to build connections with guests through effective engagement.
Guest on arrival
First time Guest * Good morning /afternoon/evening (sir/Madam), Welcome to the Restaurant name. May I please have your room number? Mr./Mrs. Guest name, may I assist you to your table?
Repeated Guest *Good morning /afternoon/Evening Mr/Ms, (Guest Name) Welcome back Mr./Ms. (Guest Name) to the Restaurant name Mr./Mrs. (Guest name), your table is ready.
• If the table is not ready Say: Allow me to check the table for you and get back
Directed to the table * Mr./Mrs. Guest name, my colleague (name), will assist you! Enjoy your Breakfast/Lunch/Dinner. Departing guest *Mr./Mrs. Guest Name, how is/was your dining experience? May, I know what is your favourite dish?/Did you enjoy your food? Do you have any upcoming celebrations/plans? Thank you for dining with us, we hope to see you again. Wish you a lovely day!
Food & Beverage
Some Scenarios for F&B:
1. Guest didn ’ t have a booking for dinner in Bait Al Bahr Restaurant while the restaurant was so busy with no available seats. My apologies as the Restaurant is fully booked, and we have no available tables at the moment. I will be able to provide a table in the next 25 - 30 minutes if you would like to wait; alternatively, I would like to suggest you try one of our other restaurants such as al Tanoor, tonight there is “ oh my grill ” theme with live BBQ cooking. Till when are you staying? If you like I will make a booking for you here for tomorrow evening etc...
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2. Mr. Ali is complaining that the food is so cold and he didn ’ t enjoy his meal. Greet the guest then say: “ I apologize for that, your food should have the right temperature for you to enjoy it. May I offer you another dish or something else and I will make sure that the food will come with proper temperature and you will want more ”. 3. Ms. Anna is a regular guest, she came to dine in Samba. She prefers to sit outside to enjoy the view. When she arrived, the restaurant was busy and there was no availability in the outside area. We apologize Ms. Anna, currently our outside area is full, would you allow me to check for you inside and once we have an available seating outside you can move? If the guest say will wait.
Please have a seat and will check for you the table as soon as possible.
Culinary
Some Scenarios for Culinary:
1. The guest came to the restaurant for dinner, they ordered fish and rice. They didn ’ t like the fish so they asked to call the chef to talk about it. You were the chef and you came to approach the guest. The guest informed you that the fish is so dry and cold. In this case what would you do to deal with it. First, greet the guest then apologize to the guest and say “ I apologize for that, may I offer you another dish or something else and I will make sure that the food will come with proper temperature and you will enjoy it ” Or offer other dishes from the menu for the guest to try. 2. Chef went to the front area of the restaurant for pass around and met a guest who requested a dish which is not available in our menu. Greet the guest then apologize by saying: “ I apologize as we currently don ’ t have this item, may I offer you (another dish) which is similar to it and I am sure that you will like it ”. Or offer other items from the menu as suggestions (may I suggest this dish for you..)
Sports & Recreation
Sports and Recreation Department provides joyful and memorable moments for our guests. It is an opportunity for our colleagues to make our guests happy and enjoy their time with us especially family guests with kids. To do that, they also need to use effective communication while interacting with guests.
Greeting & assisting the guest
* Good morning /afternoon/evening (sir/Madam), may I know your room number? *My name is Suresh *How many towels would you require? *Can I set up your lounger? *This is your cool box, inside you will find water and juice *Enjoy your day and if any further assistance required, please let me know.
Recreation
Some Scenarios for S&R:
1. Guests came to the adventure zone with their kids, they were not wearing socks which is against our safety policy. How can you explain the policy to them? Welcome to the Adventure Zone. We noticed that your kids aren ’ t wearing any socks. To ensure their safety and in order for them to get in, they should be wearing socks. In case you don ’ t have, don ’ t worry we also sell them here to make sure they have the best time.
2. Guest complains about the shortage of the towels in the pool area.
Say: We apologize for that Sir/Ma ’ am, we will provide you with enough towels right away and please let us know if you need anything else.
Verbiage Video
Using effective verbiage along with the right body gestures at work starts from first point of contact with the guest until the moment they leave. This is the key to delighting our guests, creating joyful and memorable experiences and most importantly gaining their loyalty.
Let ’ s build strong relations with our guest to gain their loyalty
Thank you
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