Service Industry English/
Handling Hotel Guest Concerns (Front Desk and Concierge)

Handling Hotel Guest Concerns (Front Desk and Concierge)

Total: 64 words

What seems to be the problem?

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a polite way of asking a guest or customer what they are having trouble with

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I have a problem with the... / There's a problem with the...

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a response saying which item is broken or not working

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I'd like to order some room service. / Do you offer room service?

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said by the guest to express that they need room service such as food or drinks

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I need help with...

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used to ask for help or assistance

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I lost my...

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used to say that something is lost or missing

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I'm (so) sorry. / I'm very sorry about that.

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used to apologize to the guest about the problem

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We'll fix it straight away. / We'll take care of everything.

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used to assure the guest that you will make sure to solve the problem

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I'll send someone (up) to look at it. / I'll send somebody (up) to take a look.

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used to say that someone will be sent to fix the problem

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I'm afraid that...

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a polite way of rejecting a request

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We are fully booked.

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used to say that a reservation is not possible because the hotel is full

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I could offer you... / We can offer you...

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used to give a suggestion or offer an alternative for a date, room, etc.

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The room/accommodation does not meet my expectations.

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used to express dissatisfaction with the room or accommodation provided

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How can our ___ department assist you?

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used to ask how a specific department can provide assistance or support to the guest

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Would you like to extend your checkout?

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used to ask a guest if they want to stay longer than the usual checkout time

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Late check out is available until...

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used to inform a guest about the latest time they can leave their room without extra fees

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Is the babysitter service available?

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asked by a guest to inquire about the availability of babysitting services provided by the hotel

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What type of bed is in the room/s I have reserved?

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asked by a guest to inquire about the specific kind of bed available in the reserved room/s

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I would like to request... (an extra bed, crib, etc.) / Can I request an extra ___ in my room?

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a statement used by a guest to express a desire for additional amenities or accommodations in the room

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I would like to upgrade my room...

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a statement used by a guest to express a desire to change to a higher category or better quality room

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Do you need additional... (towels, bathroom amenities, pillows, etc.)?

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used to offer assistance or inquire if the guest requires extra items or amenities to meet their needs or preferences

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At what time would you like (or need) the housekeeping service to be performed in your room?

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used to inquire about the preferred time for the housekeeping staff to clean the guest's room

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Would you like to schedule a wake-up call for___? / What time would you like your wake-up call?

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used to offer a wake-up call service to a guest and ask for their preferred awakening time

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Are you interested in extending your stay? / Do you require a late check-out?

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used to ask a guest if they want to prolong their stay beyond the original check-out time

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Do you need a plug adapter or charger for...(electronic devices, mobile, laptop etc.)?

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used to offer assistance to a guest who may require a plug adapter or charger for their electronic devices

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Are there any nearby attractions or points of interest?

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asked by a guest to inquire about notable places or attractions located in the vicinity of the hotel

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How can I assist you in getting to ___?

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used to offer help or guidance in reaching a specific destination or location

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Do you have a department for lost and found items?

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asked by a guest to inquire if the hotel has a dedicated department for handling lost and found items

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What other services do you provide at the hotel?

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asked by a guest to inquire about additional amenities, facilities, or services offered by the hotel

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Could you please change my... (blankets, towels, sheets, etc.)?

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used to request the replacement of specific items, such as blankets, towels, or sheets, in the guest's room

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Are you experiencing any issues with the air conditioning (or heating) in your room?

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used to inquire if the guest is experiencing any problems with the air conditioning or heating system in their room

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What time is the check-in and check-out?

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used to inquire about the designated times for guests to check-in and check-out of the hotel

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Is there a shuttle service available from the airport?

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used to inquire if the hotel provides a transportation service, such as a shuttle, for guests traveling to and from the airport

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Can I request a wake-up call in the morning?

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used to inquire if it is possible to schedule a morning wake-up call

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Are there laundry facilities or laundry services available?

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used to inquire if the hotel provides self-service laundry facilities or offers laundry services for guests

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Do you have a fitness center or gym for guests to use? / Is there a gym or fitness center in the hotel?

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used to inquire if the hotel has a facility equipped with exercise equipment for guests

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Is there a swimming pool or spa on the premises/facilities?

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used to inquire if the hotel has a pool or a spa facility available for guests

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How I do connect to the Wi-Fi network?

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used to inquire about the steps required to access and connect to the hotel's Wi-Fi network

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What dining options are available at the hotel?

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used to inquire about the various dining establishments or food options available within the hotel premises

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Can I store my luggage before check-in or after check-out?

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used to ask if the hotel offers luggage storage service for guests needing to store their belongings before or after check-in/out

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Are there any safety deposit boxes available for guests?

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used to ask if the hotel offers secure safety deposit boxes or lockers

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Can I request a late check-out and what is the fee?

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used to request a later check-out time than the standard and to inquire about any associated charges for availing this service

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Are pets allowed in the hotel?

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used to ask if the hotel allows guests to bring and stay with their pets

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Can I request an iron and ironing board for my room?

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used to request an iron and ironing board to be provided in the guest's room

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What are the hotel's policies regarding smoking?

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used to inquire about the hotel's rules and regulations pertaining to smoking, such as whether smoking is allowed in certain areas or if the hotel is entirely smoke-free

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Do you have any available rooms for tonight?

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asked by a walk-in guest to know if there are any vacant rooms that can be reserved for the current night

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Feel free to ask any additional questions or make any requests.

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used to invite the guest to ask any further inquiries or make specific requests related to their stay or accommodations

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Do you provide parking for guests?

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asked by a guest to know if the hotel offers parking facilities or services for guests to park their vehicles

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Is breakfast/lunch included in the room rate?

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asked by a guest to know if the cost of breakfast or lunch is already included in the price of the room

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Meals are not included in the room rate, but we have a restaurant on-site where you can purchase. / Meals are not included in the room rate, but we have a restaurant on-site where you can enjoy a delicious meal at an additional cost.

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used to inform the guest that the room rate does not cover the cost of meals, but they have the option to purchase food or dine at the hotel's on-site restaurant

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Do you need any recommendations or information about local activities or points of interest?

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used to offer assistance to the guest by providing suggestions or details about nearby attractions, activities, or places of interest

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We have complimentary parking available for our guests. / You can park your vehicle in our designated parking area.

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used to inform that the hotel provides free parking for its guests or to direct them to the designated parking area

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We are here to provide you with excellent service and make your stay as comfortable as possible.

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used to express the hotel's commitment to delivering exceptional service and ensuring the guest's stay is as pleasant and comfortable as it can be

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We have a fitness center that is open for guests to use. / You can enjoy a workout during your stay.

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used to inform the guest that the hotel has a fitness center available for guests to utilize

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Please let us know if you need any assistance with your check-in or check-out process.

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used to offer help to the guest regarding any concerns or assistance they may require during the check-in or check-out procedure

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Do you need any additional information about our services or facilities?

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used to offer the guest more details or clarify any inquiries they may have regarding the hotel's services or facilities

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I can gladly provide you with more information. What would you like to know?

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used to assure the guest that the hotel staff is willing to provide them with additional information and invites them to ask specific questions

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Do you have any special requests or preferences for your stay?

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used to inquire if the guest has any particular requests or preferences that they would like the hotel to take into consideration

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We will do our best to accommodate your requests and preferences. Please let me know what you need or prefer.

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used to assure the guest that the hotel staff will make an effort to fulfill their requests and preferences

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Would you like to modify your current reservation?

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used to ask if the guest would like to make any changes or modifications to their existing reservation

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Please let me know what changes you would like to make or if you would like to book anything additional.

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used to invite the guest to specify any modifications or additions they would like to make to their reservation or booking

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We can assist you with additional services. / Please let me know what you need, and I will provide you with the necessary information and assistance.

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used to offer help and support to the guest for any additional services they may require

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I'm familiar with the area and would be happy to recommend local activities and interesting places to visit.

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used to provide recommendations for activities and attractions to enhance the guest's experience

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Is there anything specific you would like to do or see?

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used to inquire if the guest has any specific preferences or desires regarding activities or attractions

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Do you require assistance with additional services, such as transportation, car rental, or restaurant reservations?

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used to inquire if the guest needs help or guidance in arranging supplementary services

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