In the world of high-level hospitality, effective English is essential for providing impeccable customer service. Whether you are managing a luxury hotel, a fine dining restaurant, or a high-end resort, the ability to communicate professionally and eloquently in English can set you apart. In this article, we’ll explore key strategies and phrases to help you master business English in the context of customer service within the realm of upscale hospitality.

The importance of business English in hospitality

When you are working in high-level hospitality, you’re not just serving customers; you are providing an experience. Clear and effective communication is at the heart of delivering a seamless and memorable experience for your guests. Whether it’s handling reservations, addressing special requests, or ensuring guest satisfaction, your ability to communicate in polished English is a fundamental skill. 

Why business English, rather than general English? Well, business English is more formal, with a focus on the speaking and listening skills required for communication in a professional setting. What’s more, business English includes the cultural nuances and business etiquette you’ll need to navigate international interactions successfully. Let’s take a look. 

1. Polished greetings and introductions

The first impression is often the most lasting, and in hospitality, your initial interactions with guests can set the tone for their entire experience. Practice polished greetings and introductions to make your guests feel welcome and valued. For instance, instead of a simple “Hello,” consider saying, “Good [morning/afternoon/evening], welcome to [establishment name]. My name is [your name], and I’m here to assist you with anything you may need during your stay.“

2. Polite and professional Language

In high-level hospitality, maintaining a high level of professionalism is non-negotiable. Use polite language consistently, addressing guests with courtesy and respect. Avoid informal language and slang like “Sure thing” or “no problem”, opting instead for phrases like “Certainly, sir/ma’am” or “I would be delighted to assist you.” Remember, your language reflects the prestige of the establishment you represent.

3. Handling inquiries and requests

Customer service in hospitality often involves handling a variety of inquiries and requests. Be prepared with phrases that convey both your willingness to assist and your commitment to exceeding guest expectations. For instance, if a guest asks about local attractions, you might say, “I would be happy to provide you with information about the best attractions in the area. May I inquire about your preferences or interests to tailor my recommendations?“

Learn more about how to practice active listening in English.

4. Effective communication during check-in and check-out

The check-in and check-out processes are critical moments in a guest’s experience. Use business English to ensure these interactions are smooth and efficient. During check-in, you might say, “Thank you for choosing [establishment name]. To expedite the check-in process, could I please have your reservation details and a form of identification?” For check-out, consider saying, “I hope you enjoyed your stay with us. If there’s anything we can improve or if you have any feedback, please don’t hesitate to share. We value your input.“

5. Dealing with challenges and complaints

No matter where you work, challenges and complaints can arise. When addressing these issues, maintain a calm and composed demeanor, using language that reassures the guest while demonstrating your commitment to resolving the problem. Instead of saying, “I don’t know,” consider using, “I apologize for the inconvenience. Let me look into this matter for you and find a solution promptly.“

6. Offering personalized service

High-level hospitality often involves providing personalized service tailored to each guest’s preferences. Use business English to inquire about specific needs and preferences. For example, “Could you please let me know if you have any dietary restrictions or preferences? Our chef will be delighted to accommodate your culinary preferences.“

7. Upselling with tact

In the hospitality industry, upselling is a common practice to enhance the guest experience and increase revenue. Mastering the art of upselling with tact requires using persuasive language without being pushy. Instead of saying, “Do you want to upgrade your room?” you might say, “We have a special offer available for an upgraded room with a breathtaking view. Would you be interested in exploring this option for a more enhanced stay?“

8. Enhancing your telephone skills

In hospitality, effective communication extends to telephone conversations. Practice answering calls with professionalism and clarity. Use phrases like “Thank you for calling [establishment name]. This is [your name]. How may I assist you today?” Speak slowly and enunciate clearly, especially when providing information such as room rates, amenities, or directions.

9. Continuous improvement through feedback

To continually enhance your business English skills in the context of high-level hospitality, seek feedback from colleages who are English experts. Constructive criticism can be invaluable for identifying areas of improvement. Consider asking your colleagues to listen in on your interactions and share any suggestions they might have for improvement. Feedback is a fantastic tool for refining your language skills and delivering an even higher standard of service. 

You can also use ELSA AI to practice these types of interactions. Use the AI tutor to participate in real time, realistic roleplays which are relevant to your job. For example, you can instruct the AI tutor to play the part of an angry guest who is complaining that their meal wasn’t to their satisfaction. After the roleplay, you’ll be provided with instant feedback on your English, as well as practical suggestions for improvement. 

How technology can help you improve your business English

Mastering business English in the context of high-level hospitality is a journey that involves continuous learning and refinement. For fast improvement, leverage technology to further refine your language skills. ELSA Speak provides personalized feedback on your pronunciation and intonation, helping you sound more natural and polished in your business English communication. Consistent practice with such language learning tools can significantly enhance your overall language proficiency.

Learn how to turbocharge your business English. 

By incorporating polished greetings, maintaining professionalism, handling inquiries and challenges adeptly, and leveraging technology for language enhancement, you can elevate your customer service to exceptional levels. Remember, effective communication not only enhances the guest experience but also contributes to the overall reputation and success of the establishment you represent. Embrace the opportunity to refine your business English skills, and watch as your ability to provide exceptional customer service becomes a hallmark of your career in high-level hospitality.