Handling Hotel Guest Concerns (Front Desk and Concierge)

Total: 64 cards

What seems to be the problem?

phrase

Unreviewed

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

illustration for What seems to be the problem?

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

phrase

Unreviewed

a response saying which item is broken or not working

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

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

phrase

Unreviewed

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

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

I need help with...

phrase

Unreviewed

used to ask for help or assistance

I lost my...

phrase

Unreviewed

used to say that something is lost or missing

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

phrase

Unreviewed

used to apologize to the guest about the problem

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

I'm afraid that...

phrase

Unreviewed

a polite way of rejecting a request

We are fully booked.

phrase

Unreviewed

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

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

phrase

Unreviewed

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

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

The room/accommodation does not meet my expectations.

phrase

Unreviewed

used to express dissatisfaction with the room or accommodation provided

illustration for The room/accommodation does not meet my expectations.

How can our ___ department assist you?

phrase

Unreviewed

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

illustration for How can our ___ department assist you?

Would you like to extend your checkout?

phrase

Unreviewed

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

illustration for Would you like to extend your checkout?

Late check out is available until...

phrase

Unreviewed

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

illustration for Late check out is available until...

Is the babysitter service available?

phrase

Unreviewed

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

illustration for Is the babysitter service available?

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

I would like to upgrade my room...

phrase

Unreviewed

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

illustration for I would like to upgrade my room...

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

Are there any nearby attractions or points of interest?

phrase

Unreviewed

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

illustration for Are there any nearby attractions or points of interest?

How can I assist you in getting to ___?

phrase

Unreviewed

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

illustration for How can I assist you in getting to ___?

Do you have a department for lost and found items?

phrase

Unreviewed

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

illustration for Do you have a department for lost and found items?

What other services do you provide at the hotel?

phrase

Unreviewed

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

illustration for What other services do you provide at the hotel?

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

Is there a shuttle service available from the airport?

phrase

Unreviewed

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

illustration for Is there a shuttle service available from the airport?

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

phrase

Unreviewed

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

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

Are there laundry facilities or laundry services available?

phrase

Unreviewed

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

illustration for Are there laundry facilities or laundry services available?

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

How do I connect to the Wi-Fi network?

phrase

Unreviewed

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

illustration for How do I connect to the Wi-Fi network?

What dining options are available at the hotel?

phrase

Unreviewed

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

illustration for What dining options are available at the hotel?

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

phrase

Unreviewed

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

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

Are there any safety deposit boxes available for guests?

phrase

Unreviewed

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

illustration for Are there any safety deposit boxes available for guests?

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

phrase

Unreviewed

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

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

Are pets allowed in the hotel?

phrase

Unreviewed

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

illustration for Are pets allowed in the hotel?

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

phrase

Unreviewed

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

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

What are the hotel's policies regarding smoking?

phrase

Unreviewed

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

illustration for What are the hotel's policies regarding smoking?

Do you have any available rooms for tonight?

phrase

Unreviewed

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

illustration for Do you have any available rooms for tonight?

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

phrase

Unreviewed

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

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

Do you provide parking for guests?

phrase

Unreviewed

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

illustration for Do you provide parking for guests?

Is breakfast/lunch included in the room rate?

phrase

Unreviewed

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

illustration for Is breakfast/lunch included in the room rate?

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.

phrase

Unreviewed

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

illustration for 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.

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

Would you like to modify your current reservation?

phrase

Unreviewed

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

illustration for Would you like to modify your current reservation?

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

phrase

Unreviewed

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

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

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.

phrase

Unreviewed

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

illustration for 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.

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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

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

phrase

Unreviewed

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

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