Hotel Online  Special Report
---
The Language of Service

E-mail:  info@optimumrating.com
Cheryl Griggs,  October 2003

Is there a language of service? Are there certain words or phrases that enhance the atmosphere of gracious service?  I believe there are.  I believe that some words bespeak a higher level of hospitality while others detract.  I suggest that this is particularly true when these words and phrases are used by guest contact staff in a fine hotel or restaurant. 
 
Some examples of my favorite “hospitable” phrases are “certainly”, “with pleasure”, and “it would be my pleasure.”

Words that I consider less hospitable include “OK”, “sure”, “not a problem”, and “no problem”.  My least favorite phrase is “you got it”.  
 

Ask Harry and Cheryl
We encourage readers to email us with questions on ratings, guest services, design, decor, etc. We'll directly respond to your questions. Email Harry and Cheryl
I do not imply that employees intentionally speak this way to be less gracious and hospitable.  I see this type of speech as the natural evolution of American English; it reflects the way the “in generation” speaks today.  I do feel, however, that it is the responsibility of the employer to educate the staff on proper, timeless demeanor and phraseology to use when delivering guest service. 

I also believe that the use of better “service” language can add to the guest experience. I suggest that a few well chosen gracious words can make good service 
great; these same words can raise great service to near perfection.  Caution: no verbiage can compensate for poor service!

I believe that language is as much a part of employees’  “total image” as performance, appearance, and attitude.  I encourage you to listen to your staff very carefully.

Cheryl Griggs
www.optimumrating.com

###
Contact:

Harry Nobles Hospitality Consulting
POC:  Harry Nobles
E-mail:  info@optimumrating.com
Phone:  757-564-3761
Fax:        757-564-0076
www.optimumrating.com

Credentials: 

  • Former head of AAA Lodging/Dining Ratings Program. 
  • An independent consultant serving the hospitality industry. 
  • A Special Training Consultant to the Educational Institute, American Hotel/Motel Association
Also See: Hotel Renovation Ideas vs AAA Ratings Criteria / Harry Nobles / October 2003
Save the Best - Replace the Rest / July 2003
AAA and Mobil Ratings As a Sales Tool / May 2003
How Well Do You Know Your Competitor? / May 2003
Our Favorite Hotel?  / March 2003
The Current Value of AAA Hotel Ratings / Feb 2003
Stars and Diamonds; Some Similarities and Some Differences / January 2003
AAA's Delay: Good or Bad? / July 2002
Timing Is Everything, Or Is It? / July 2002 
Boutique Hotels: Have They Gone Too Far / May 2002
People Really Do Make the Difference / Jan 2002
What Is a Boutique Hotel? / Dec 2001
The Non-negotiable Traits of Leaders / Oct 2001 
How Important is Service? / Sept 2001
Front Desk Service Mistakes / Aug 2001
Food & Beverage Mistakes & How to Correct Them / July 2001
Bell Staff Mistakes & How to Correct Them / July 2001 
Attitude vs Aptitude / June 2001
Female Business Travelers' Expectations / June 2001
Is Outsourcing Your Training a Viable Alternative? / June 2001
Unique Identity + Consistent Service = Success / May 2001
AAA Standards vs  Guests' Expectations / May 2001
Are Your Guests Better Informed Than Your Staff? / April 2001
Are U.S. Hotels Rated Differently From Other North American Hotels? / April 2001
The Design Theme - AAA / Mobil Ratings Connection / March 2001
Attitude Can Make the Difference / January 2001
How Should Casino-Hotels be Rated? / Dec 2000
Does AAA Rate Resorts Fairly? / Nov 2000
Is Your Property Suffering From Design Deficiency? / Nov 2000 
The Future of AAA Ratings / September 2000
What Is Your Optimum AAA Rating / August 2000
If You Disagree With Your AAA Rating…../ June 2000
Are AAA Ratings Always Accurate and Objective / May 2000
Creating Atmosphere / Jan 2000
What is "Atmosphere"? / December 1999
Maintaining Your AAA Rating / Nov 1999
Earning a AAA Rating vs Maintaining a AAA Rating: Which Is More Difficult?  / Oct 1999
Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? / Harry Nobles / June 1999 
Consistency: The Hallmark of a Fine Hotel / September 1999
Who Should Train Your Employees  / Aug 2000 
Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998 
Key to Success: Training + Follow-Up / June 2000
The Legend of the Pineapple / Harry Nobles / Feb 1999 
To Harry Nobles Hospitality Consulting Index Page

To search Hotel Online data base of News and Trends Go to Hotel.Online Search
Back to Hotel.Online Press Releases
Home | Welcome! | Hospitality News | Classifieds | Catalogs & Pricing | Viewpoint Forum | Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.