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�.
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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
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