Hotel Dialogues
Hotel Dialogues
Hotel Dialogues
English Vocabulary
Below are some typical dialogues between a hotel receptionist at The Grand Woodward Hotel
and a guest. Here you will find typical conversations that deal with making reservations,
checking in and also checking out.
Making Reservations
Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How may I help you?
Guest: I have a reservation for today. It's under the name of Hannighan.
Hotel: Can you please spell that for me, sir?
Guest: Sure. H-A-N-N-I-G-H-A-N.
Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with a view of the ocean for
two nights. Is that correct?
Guest: Yes, it is.
Hotel: Excellent. We already have your credit card information on file. If you'll just sign the
receipt along the bottom, please.
Guest: Whoa! Five hundred and ninety dollars a night!
Hotel: Yes, sir. We are a five star hotel after all.
Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's dime.
What's included in this cost anyway?
Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the hotel's
safe are all included.
Guest: So what's not included in the price?
Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your account.
Also, the hotel provides room service, at an additional charge of course.
Guest: Hmm. Ok, so what room am I in?
Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right up to the
fourth floor. Turn left once you exit the elevator and your room will be on the left hand side. A
bellboy will bring your bags up shortly.
Guest: Great. Thanks.
Hotel: Should you have any questions or requests, please dial 'O' from your room. Also, there is
internet available in the lobby 24 hours a day.
Guest: Ok, and what time is check-out?
Hotel: At midday, sir.
Guest: Ok, thanks.
Hotel: My pleasure, sir. Have a wonderful stay at the Grand Woodward Hotel.
Hotel: Good afternoon. Welcome to the Grand City Hotel. How may I help you?
Guest: I have a reservation for today. It's under the name of Hannighan.
Hotel: Can you please spell that for me, sir?
Guest: Sure. H-A-N-N-I-G-H-A-N.
Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with a view of the ocean for
two nights. Is that correct?
Guest: Yes, it is.
Hotel: Excellent. We already have your credit card information on file. If you'll just sign the
receipt along the bottom, please.
Guest: Whoa! Five hundred and ninety dollars a night!
Hotel: Yes, sir. We are a five star hotel after all.
Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's dime.
What's included in this cost anyway?
Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the hotel's
safe are all included.
Guest: So what's not included in the price?
Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your account.
Also, the hotel provides room service, at an additional charge of course.
Guest: Hmm. Ok, so what room am I in?
Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right up to the
fourth floor. Turn left once you exit the elevator and your room will be on the left hand side. A
bellboy will bring your bags up shortly.
Guest: Great. Thanks.
Hotel: Should you have any questions or requests, please dial 'O' from your room. Also, there is
internet available in the lobby 24 hours a day.
Guest: Ok, and what time is check-out?
Hotel: At midday, sir.
Guest: Ok, thanks.
Hotel: My pleasure, sir. Have a wonderful stay at the Grand City Hotel
How to handle hotel guest complaints is through attentiveness. Such attentiveness requires the
obvious, which is attention, along with genuine sensitivity and substantiation. When a guest
believes there is cause to lodge a complaint, the expectation of an effect exists. Almost all guest
compliments are received by the hotel’s front desk staff. As hotels constitute a major portion of
the hospitality field, excellence in customer service for guests is an industry standard. While a
hotel provides accommodations, it is at the discretion of front desk staff to provide guest
services. These services also encompass the occasional opportunity to resolve hotel guest
complaints.
To handle hotel guest complaints, you will benefit from a familiarity in or with:
1. Listen attentively to the hotel guest’s complaint. It is important for a desk clerk—or
any other member of the hotel’s staff—to make eye contact upon listening to the guest.
The desk clerk should maintain serious facial expression, and poise in posture that
demonstrates attention. Avoid any temptation to interrupt or interject while the guest is
voicing a complaint. This strategy shows respect to a guest that is dissatisfied, while it
enables the desk clerk to understand the problem.
2. Identify with the hotel guest. Rather than to express an all-so-common, “I am sorry,”
sincerely acknowledge with a full apology for the guest’s unfortunate experience or
inconvenience. Apologizing does not reflect upon a desk clerk’s representation, though
rather and appropriately on the behalf of the hotel. When a hotel representative identifies
with the guest, an opportunity to establish communication and confidence is possible.
3. Assess the complaint. In a proactive manner, substantiate any circumstance or issues that
are adversely impacting the guest’s hotel stay. In a feasible fashion, promptly advise this
guest that a solution to the problem will be sought. Display sensitivity, and inquire of the
guest if any form of temporary comfort or convenience may suffice while this complaint
receives attention. If at all possible, deliver on what the guest may temporarily request.
Should the interim request be impossible to provide, suggest other momentary
alternatives that are available.
4. Consider the guest’s complaint. Quickly categorize the complaint as to its origin—
essential, amenity or service. Determine how the complaint ranks in its severity. Decide
the best course of action to seek a resolution. Contemplate if such a complaint is within
the scope of the hotel’s front desk to resolve, or will it necessitate a more extensive or
external option.
5. Plot the course towards resourceful action. Use the origin of a guest’s complaint to
seek resources. Decipher if the nature of the matter is a housekeeping, maintenance,
amenity, or service issue. Draw upon a responsible hotel source that correlates with
whatever matter is at cause for the complaint.
6. Delegate a complaint to the appropriate resource. For an optimum resolution,
immediately make all possible efforts to contact the appropriate member of hotel
personnel. Upon reaching the applicable staff member, thoroughly, though concisely,
explain the guest’s complaint. Inquire of the responsible staff member as to how the issue
will be resolved, and the approximate time that it may take to remedy such a posed
situation.
7. Apprise the guest of action. Advise the inconvenienced guest as to how this hotel is
progressing to resolve an unacceptable situation. Should the scope of the problem be
excessive in either scope or time frame, then take a different course of action, and
accommodate the guest.
8. Compensate for the hotel’s mishap. When a guest’s complaint has been addressed and
resolved, do not let the inconvenience pass without retribution. Dependent upon the
infraction, present this guest with extra amenities, service, upgrade, or even an additional
night’s stay. Through such an ethical act of hospitality, both guest retention and
satisfaction are achieved.
9. If circumstances are at an extreme, exercise alternative options. Should the
complaint, upon validation, be to the extremes that exceed a reasonable remedy, relocate
the guest to equal or greater accommodations—without any further charges