Hotel Online  Special Report
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The Language of Service

E-mail:  [email protected]
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
www.optimumrating.com

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Contact:

Harry Nobles Hospitality Consulting
POC:  Harry Nobles
E-mail:  [email protected]
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

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