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
www.optimumrating.com

• 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