Top Phrases All Hospitality Service Workers Need to Know

Words matter. In fact, studies show that customers care a lot more than you think about the language used by hospitality service workers. The words you choose to use, when greeting a guest, set the tone for their entire stay at your establishment. Using the wrong words, when trying to diffuse a situation, can sometimes make things worse. As a frontline service industry worker, the way in which you decide to communicate with the public can have a huge impact on your tips, as well as the public perception of your company.

“It's My Pleasure” and “I am Happy to”

When people visit your establishment, they have certain needs that they expect are going to be met. Not only that, but they expect that they are going to be treated with a certain level of appreciation and respect. When you use phrases that literally mention “pleasure” and “happy”, you can inspire similar feelings in your guests. It also exudes a “can do” attitude that all customers appreciate. When customers believe that you are genuinely happy to be helping them, they are more likely to come to you with wants and needs, which can lead to positive reviews later on. Phrases such as these also make you appear friendlier and more outgoing, making it easy to establish the kind of connection you want with your customers. You seem happier serving them, and they are then happier to see you. When you use phrases such as these, it also lets your customers know that you are enthusiastic about your job and that they are in for fantastic service. All of this naturally leads to bigger tips.

“Thank You” and “We Appreciate”

Thanking your guests can go a long way towards increasing your tips and developing regulars. First, it makes them feel appreciated. People can choose to take their business anywhere, so, when you thank them for selecting your establishment over others, it makes them feel special. It also makes the relationship feel more personal, which can then lead to higher tips and happier customers. While you should avoid over-thanking your guests, as it can seem disingenuous, if it happens too often, there are certain occasions where a “thank you” comes in handy: • When you first greet them, for example, “Thank you for choosing Ruby's Diner…” • When they are leaving • When they provide you with feedback Another related tip to keep in mind is to maintain a genuine tone. Never use “thank you” sarcastically or in a way that may come off fake. Service industry staff members who appear to genuinely appreciate the interactions they have with their guests always earn more tips and create more loyal customers.

“Welcome”

One quick way in which to impress your customers and maximize your tips is to make an excellent first impression. You want to be sure that your words and body language are warm and welcoming. Quite literally, opening with the word “welcome” is often enough to set your guests at ease and create an excellent impression of your establishment. When welcoming your guests, regardless of your specific segment of the hospitality industry, make sure that they do not feel rushed. This means slowly guiding them through the checkout process, if you work at a hotel, or taking the time to explain the specials in greater detail, if you are a restaurant employee. If you work at an establishment frequented by tourists, consider welcoming them to your city as well. Hotel workers and servers tend to be the face of a tourist city for many individuals, so do your best to be as kind and welcoming as possible. Be patient with questions and requests. If you are a hotel concierge, you may even want to put together a small package with information about popular tourist destinations that happen to be nearby.

“Is There Anything Else?”

Studies show that most customers hold back certain requests because they don't want to bother staff or risk being seen as annoying. While this may give them some comfort in the moment, it is definitely a lose-lose situation for both parties. They lose out on a chance to have their needs met, and you miss out on a chance to satisfy your customer. You can avoid this situation from happening, by taking the time to ask if there is anything else the guest needs. Sometimes, this small prompt is all they need to come out and ask for what they are hoping to receive. Make sure you are paying very close attention to your tone, as you ask this question. You do not want to seem annoyed or sarcastic, as that can quickly cause a customer's opinion of you and your establishment to sour. Practice with friends and family, until the sentence naturally sounds friendly and genuine. Other ways in which you can phrase this question include “How else can I be of assistance?” and “Can I get anything else for you at the moment?”

“We are Looking Forward to Seeing You Again”

While it may seem obvious to you that you want your guests to keep coming back, it is important to explicitly state it for each guest. Without making it clear, they may assume that you did not enjoy having them there or that they were difficult to deal with during their stay. This expression also makes them feel as though they are valued more than other customers, as it implies that there was something particularly special about them.

“Absolutely!”

Instead of simply saying “yes”, when asked if you can fulfill a request, try responding with an enthusiastic “absolutely!” This simple word makes it appear as though you are excited and eager to do what you can to make your customer happy, as opposed to merely just doing your job. As with the other phrases on this list, focus on sounding as sincere as possible, so you do not come off rude or sarcastic. These phrases make your guests feel better, welcomed, and appreciated. This is the key to establishing connections, developing regulars, and increasing your tips. Start using the words and phrases mentioned above in your customer service routine, to start seeing a difference today.