Module 1 of 6
Welcoming guests
First impressions, greetings, and polite forms that set the tone.
The first ten seconds
Guests decide how they feel about a place within seconds of arriving. In English-speaking hospitality, the standard is warm but professional: make eye contact, smile, and greet before the guest has to speak first. A greeting plus an offer of help is the basic unit: acknowledge them, then open the door for their request.
“Good evening, welcome to Hotel Aurora. How can I help you?”
Standard arrival greeting
“Welcome back, Mr. Rossi. It's nice to see you again.”
Returning guest — using the name builds loyalty
“I'll be right with you.”
When you're busy — never leave a guest unacknowledged
Polite forms: the hospitality register
English service language is built on indirect, softened requests. Direct forms like 'What do you want?' sound rude even with a friendly tone. Use 'Could', 'Would', and 'May' to soften questions, and frame instructions as invitations: 'If you'd like to follow me' instead of 'Come with me'. The word 'please' attaches to requests you make of the guest; 'certainly' and 'of course' are the standard ways to accept theirs.
“May I take your coat?”
Offering assistance
“Would you prefer a table by the window?”
Offering options
“Certainly — right this way, please.”
Accepting a request and guiding
Small talk that works
Short, light conversation makes guests feel like people rather than transactions. Safe topics: their journey, the weather, plans for their stay, and the local area. Avoid politics, religion, money, and personal questions. Keep your side brief — small talk is an invitation the guest can accept or decline, and reading that signal matters more than the words.
“How was your journey?”
Arrival small talk
“Is this your first time in Rome?”
Opens the door to local recommendations
“Enjoy the rest of your evening.”
Warm close to any interaction