1 | BEHAVIORAL EXERCISE

WELL SPOKEN

SCENARIO
A guest calls to ask if they could have a razor
delivered to their room. You reply: “No problem. We’ll
send that right up.”

INSTEAD OF SAYING, “NO PROBLEM,” HOW

COULD YOU RESPOND TO THEIR REQUEST?

ANSWER
To be more professional, you can substitute any of the following
for “no problem:”

“________. We’ll send that right up to your room.”

• Absolutely • Excellent
• Certainly • Perfect
• Definitely • Fantastic
• Of course • Wonderful
• My pleasure • Terrific
• Yes • Outstanding
• Right away • Indeed
• I’d be happy to • It would be my pleasure
 2 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
Two guests enter the lobby, and
you ask, “How are you guys today?”

WHAT ARE THREE WAYS TO ADDRESS THE

GUESTS OTHER THAN, “YOU GUYS?”

ANSWER
Guests are not “guys;” they’re people. Below is a sampling of
better ways to address guests based on the situation:

“How are/is ________ today?”

• Guest’s name • Both

• Sir • Everyone
• Miss/Mrs./Ms./Ma’am • Everybody
• Ladies • Young ladies
• Gentlemen • Young men
• You • You all
 3 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
A group of guests approaches you at the concierge
desk. You ask, “How can I assist you, folks?”

NAME OTHER TERMS YOU CAN USE TO

ADDRESS THE GUESTS INSTEAD OF “FOLKS.”

ANSWER
Unless you want to sound like Porky Pig, you should not address
guests as “folks.” See below for terms you can use instead:

“How can I assist you, ________?”

• Guest’s name • Young men

• Sir • Everyone
• Miss/Mrs./Ms./Ma’am • Everybody
• Ladies • All
• Gentlemen • Ladies and Gentlemen
• Young ladies • Both
 4 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
A guest calls and asks if you have a business center on
property, and you answer with: “Nope, we don’t.”

LIST TWO OTHER WAYS YOU COULD ANSWER

THEIR QUESTION WITHOUT SAYING, “NOPE.”

ANSWER
Is saying “nope” a good way to answer a question? Nope! Let’s
look at a few alternative answers you can use that are more
professional:

“________, we don’t.”

• Unfortunately... • Please consider _______ as

• My apologies... an option
• I’m sorry... • Regrettably
• Not at this moment, but... • What I can do
• This is not available, but... • I’d be happy to assist
• May I suggest instead
 5 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
When a departing guest thanks you for your service,
you reply, “You’re welcome. Bye bye!”

INSTEAD OF SAYING, “BYE BYE!” ARE

THERE OTHER WORDS OR PHRASES YOU
CAN USE TO SEND THE GUEST OFF?

ANSWER
Your thoughtful words can leave the departing guest
excited to return to the property. Here are some
substitutes for “bye bye:”

“You’re welcome. ________!”

• Goodbye • We look forward to

• Good (time of day) welcoming you back next
• Have a good (time of day) time
• I hope to see you again • Thank you
• Enjoy the rest of your (time • Farewell
of day) • Have a safe journey home
 6 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
You offer to assist a guest with their
bags by saying, “May I grab your bags for you?”

NAME THREE OTHER WORDS BESIDES “GRAB”

THAT YOU COULD USE TO OFFER ASSISTANCE.

ANSWER
“Grab” might be your go-to word, but reach for some of these
alternatives when offering to help a guest:

“May I ________ your bags for you?”

• Get • Secure
• Carry • Locate
• Retrieve • Collect
 7 | BEHAVIORAL EXERCISE
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SCENARIO
A guest requests a wake-up call at 5:30 a.m., and you
reply with: “Gotcha. We’ll call you at 5:30 a.m.”

NAME THREE OTHER WORDS COULD YOU

USE BESIDES “GOTCHA.”

ANSWER
Waking up before dawn will be difficult for the guest. Resisting
the inclination to say “gotcha” might be even more difficult, but
hopefully the alternative words below can help you.

“________. We’ll call at 5:30 a.m.”

• I understand • Definitely
• Perfect • Absolutely
• Excellent • Great
• Of course • Wonderful
• Yes
 8 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
A guest explains they are looking for restaurant
recommendations. “Okay,” you say, “I can help you
with that.”

WHAT WORDS CAN BE USED TO REPLACE

“OKAY?”

ANSWER
No one wants just “okay” service, so take yours to the next level!
Choose from the words below to show more enthusiasm for a
guest’s request:

“________, I can help you with that.”

• Yes • Brilliant
• Of course • Beautiful
• Absolutely • Perfect
• Certainly • Wonderful
• Definitely • Excellent
• Indeed • I’d be happy to
• Terrific • It would be my pleasure
• Outstanding
 9 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
A guest asks if you can direct them to the nearest
restroom. You say, “Yeah, you’ll just walk…”

LIST FOUR ALTERNATIVES FOR “YEAH?”

ANSWER
“Yeah Yeah Yeahs” is great band name, but this doesn’t make
for a great answer when someone asks for your help. The terms
below will be more professional responses:

“________, you’ll just walk…”

• Yes • My pleasure
• Of course • Indeed
• Outstanding • Absolutely
• Certainly • I’d be happy to...
• Definitely • Allow me to show you...
 10 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
You are in the middle of something when a guest
approaches in person or call you on the phone. You
begin the interaction by saying, “Hang on.”

IS THERE A MORE POLITE WAY TO ASK THE

GUEST TO WAIT WITHOUT SAYING,
“HANG ON?”

ANSWER
You want the guest to hang on to your every word rather than
your casual verbiage. Any of the following phrases will make an
excellent substitute for “hang on” when asking a guest to wait.

“________.”

• Pardon me
• Excuse me
• Do you mind if I place you on hold?
• May I ask for your permission to please hold?
• May I place you on a brief hold?
• Do you mind waiting...?
• I will be right with you
• Thank you for your patience
 11 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
When a guest tells you they are enjoying their stay, you
say, “Awesome. I’m glad to hear that.”

WHAT ARE TWO SUBSTITUTE WORDS FOR

“AWESOME” THAT WOULD MAKE YOU
SOUND MORE PROFESSIONAL?

ANSWER
“Awesome” might be appropriate when you’re chatting with your
friends, but with a guest it can sound casual. Luckily, there are
plenty of words besides “awesome” that you can use to express
your happiness with their response.

“_______. I’m glad to hear that.”

• Great • Fabulous
• Wonderful • Terrific
• Perfect • Outstanding
• Fantastic • Spectacular
• Excellent • Incredible
 12 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
When a guest approaches you at the concierge desk,
you ask, “Hi. How may I help you?”

JUST LIKE YOU WOULDN’T GREET A GUEST

WITH A HIGH-FIVE, DON’T SAY HELLO
WITH A “HI.”

ANSWER
Just like you wouldn’t greet a guest with a high-five, don’t say
hello with a “hi.” The following alternatives will show off your
high-class service.

“________. How may I help you?”

• Hello • Welcome, how are you?

• Good morning • Wonderful to see you this
• Good afternoon morning/afternoon
• Good evening • Welcome back
• It’s nice to see you • Hello (Guest’s name)
• How are you?
 13 | BEHAVIORAL EXERCISE
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SCENARIO
A guest asks you how to get to a shopping mall. You’re
not sure, so you say, “I don’t know.”

HOW COULD THIS RESPONSE

BE REPHRASED?

ANSWER
You won’t always know the answer to a guest’s question, but
there are many ways to politely respond anyway. Try some of
these phrases to avoid saying, “I don’t know,” and sound more
professional and polished:

• I’m not familiar, but let me find out for you…

• That’s a great question, allow me…
• My colleague may be able to better assist you…
• I’m unsure at the moment, but let me find out…
• I’d like to assist you with finding an answer to that
• Allow me to research that question.
• Regrettably, I do not have that answer, but allow me to find
out…
• Guest name), I unfortunately do not have that answer, but
allow me to…
 14 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
A guest calls to reserve a room for their family’s
summer vacation. Before looking for rooms, you ask,
“That sounds great. Last name?”

WHAT ARE TWO WAYS YOU CAN ASK

FOR THE GUEST’S NAME WITHOUT SAYING,
“LAST NAME?”

ANSWER
Sentence fragments can make a conversation sound choppy.
If you want to be a smooth talker, substitute “last name?” with
some of the following:

“That sounds great. _________?”

• May I have your last name, please?

• Could you provide me with your last name?
• Could you remind me of your last name?
• How do you spell your last name?
• What is your last name, please?
 15 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
A guest asks you a question in the lobby, but they
speak very quietly. When you can’t hear them,
you say, “Huh? Can you say that again?”

WHAT ARE THREE OTHER WAYS OF ASKING

A GUEST TO REPEAT THEMSELVES WITHOUT
SAYING “HUH?”

ANSWER
When asking a guest for clarification, it’s important that you
speak clearly, too. Use the sentences below instead of asking
“huh?”

• Pardon me, would you mind repeating that?

• Excuse me, would you mind repeating what you just said?
• May I ask you to repeat that?
• I’m sorry, I didn’t hear you…would you please repeat that?
• My apologies, I didn’t hear you…
• Would you mind repeating…?
• May I ask you to clarify what you just said?
• I apologize, you please repeat that?
 16 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
As the guests are leaving your outlet/ area, you smile
and say, “See ya later!”

HOW MANY EXPRESSIONS CAN YOU LIST

TO REPLACE, “SEE YA LATER?”

ANSWER
There many more professional phrases to send off a guest than
“See ya later.” (and no, “After a while, crocodile” is not one of
them.) Use the following list for a more professional send off.

• Have a good (time of day)

• Enjoy the rest of your (time of day)
• I hope to see you again
• Have a good time
• Good (morning, afternoon, evening)
• I look forward to seeing you again (this afternoon, etc.)
• Enjoy your… (time at the pool, shopping, trip into the city,
show)
 17 | BEHAVIORAL EXERCISE
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SCENARIO
A guest on the way to dinner thanks you for giving
them directions to the elevator. You reply: “Of course.
Have a good one!”

LIST THREE WAYS TO SAY GOODBYE

OTHER THAN, “HAVE A GOOD ONE.”

ANSWER
“Have a good one” isn’t always a good choice when saying
farewell to a guest. If you know a guest is going out someplace
exciting, say so! Here are some better options to give your
service a personal touch.

“Of course. ________.”

• Have a good (time of day)

• Enjoy the rest of your day
• Please enjoy your day.
• I hope you have a fantastic experience.
• Enjoy your day
• Have an excellent morning/afternoon/evening
• Have fun
• I cannot wait to hear about your adventure
• Thank you and have a safe trip
 18 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
A guest approaches the concierge desk,
and you ask, “What’s up?”

GIVE THREE OTHER WAYS BESIDES “WHAT’S

UP” TO ASK WHAT THEY NEED HELP WITH.

ANSWER
The ceiling and the sky are “what’s up.” The phrases below are
clearer ways to offer your help or ask how a guest is doing.

• How are you?

• How many I assist you?
• May I help you with anything?
• How was your day?
• Good morning/afternoon/evening
• Is there anything I may assist you with?
• It’s nice to see you, how have you been?
• Good morning/afternoon/evening
• Hello
• Welcome
• Welcome back
• How did you enjoy…?
 19 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
A guest returns to the property, and
you ask them, “How’s it going?”

CAN YOU THINK OF OTHER WAYS TO

ASK ABOUT THE GUEST HOW THEY ARE
WITHOUT USING, “HOW’S IT GOING?”

ANSWER
When talking with guests, it’s helpful to be polite and clear.
“How’s it going” isn’t as polished as some of these alternatives:

• How are you?

• How is your stay?
• How is your day?
• How is everything?
• It’s nice to see you. How have you been?
• Is there anything I may assist you with?
• Hello
• Good morning/afternoon/evening
• Welcome
• Welcome back
• How did you enjoy…
 20 | BEHAVIORAL EXERCISE
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SCENARIO
A guest tells you they’re staying at the hotel for a
reunion with old friends. You respond, “Uh huh. Have
they arrived yet?”

WHAT ARE A FEW GOOD SUBSTITUTES FOR

“UH HUH” IN THIS SENTENCE?

ANSWER
Since neither “uh” nor “huh” is a word, you can bet that there are
better terms out there for you to use. Try one of these next time
you want to show a guest that you agree or understand.

“________. Have they arrived yet?”

• Yes • Certainly
• I see • Perfect
• Indeed • Excellent
• Absolutely • A smile and eye contact
 21 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
After completing check out with a guest,
you say, “All set. Have a safe trip!”

NAME THREE PHRASES THAT COULD BE

USED INSTEAD OF “ALL SET!”

ANSWER
Don’t let your professionalism check out with the guest! Try
these alternative phrases instead of “all set” but DON’T FORGET
TO THANK THE GUEST!

“________. Have a safe trip!”

• You are all taken care of…

• Everything is complete…
• Everything is in order…
• Everything is settled…
• Everything has been confirmed
• Excellent…
• Fantastic…
 22 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
A guest has requested extra pillows for their room.
You reply, “We’ll get them to you right away. Room
number?”

INSTEAD OF JUST SAYING, “ROOM

NUMBER?” HOW ELSE CAN YOU ASK
FOR THE GUEST’S ROOM NUMBER?

ANSWER
Like fragments? Didn’t think so. Complete sentences are much
better at getting your point across in a professional way. Use
the phrases suggested below instead of only asking, “Room
number?”

“We’ll get them to you right away. _______?”

• May I have your room number?

• Which room are you staying in?
• What is your room number?
• Please remind me, what is your room number?
• Could you tell me the room number you’re staying in?
• May I please have your room number?
• May I know where to send these to?
• Perfect, I will simply need your name and room number.
 23 | BEHAVIORAL EXERCISE
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SCENARIO
A guest calls to ask for extra shampoo. After you tell
them it will be there quickly, you ask, “You’re good?”

WHAT ARE TWO OTHER WAYS YOU CAN

ASK IF THE GUEST IS SATISFIED INSTEAD
OF ASKING, “YOU’RE GOOD?”

ANSWER
Sadly, “you’re good?” is no good. Pick from the following options
when asking a guest if they need additional help.

“Your shampoo will be there soon. ________”

• Is there anything else I may bring at this time?

• If you need any further assistance, please let me know
• Do you need anything else?
• What more may I bring you?
• I believe everything is complete, may I provide anything fur-
ther?
• Do you have everything you need at this time?
• May I help you with anything else?
• Is there anything I may help you with at this time?
• Thank you and enjoy the rest of your day
 24 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
During check out, a group of guests tells you they really
enjoyed their guest room. You reply: “Cool! We hope to
see you again.”

PROVIDE SOME SUBSTITUTE TERMS FOR

“COOL” IN THIS SENTENCE.

ANSWER
Unless you’re discussing the temperature, “cool” shouldn’t be in
your list of professional verbiage. Luckily, these synonyms are
natural and more polished substitutes.

“_______! We hope to see you again.”

• Wonderful • Terrific
• Excellent • Spectacular
• Fantastic • Fabulous
• Perfect • Brilliant
• Outstanding • Beautiful
 25 | BEHAVIORAL EXERCISE
WELL SPOKEN

SCENARIO
A guest asks for a map of the property. You say, “Here
you go,” when you hand it to them.

WHAT CAN YOU SAY TO THE GUEST BESIDES,

“HERE YOU GO?”

ANSWER
Maintaining graciousness when offering assistance or
presenting a requested item can go a long way. Consider the
phrases below to avoid saying, “Here you go,” and leave a great
impression.

• Here you are

• This is for you
• Here is the (item) that you requested
• Allow me to...
• Please enjoy...