10 Professional Phrases to Resolve Guest Complaints Quickly (Free PDF)

Hospitality English Phrasebook: 10 Essential Phrases for Hotels & Restaurants

1️⃣ “Good morning/afternoon/evening, how may I help you?”
A polite, professional greeting that sets a warm and welcoming tone for any guest interaction.

2️⃣ “Could I see your passport or ID, please?”
A courteous and professional way to request identification during check-in.

3️⃣ “Is everything to your satisfaction?”
A friendly way to check on guests, showing care and attentiveness during service.

4️⃣ “I sincerely apologize for the inconvenience.”
A key phrase for resolving guest complaints gracefully and maintaining professionalism.

5️⃣ “Would you like still or sparkling water?”
A polite and refined way to offer options in a restaurant or bar setting.

6️⃣ “We can store your luggage for you.”
Provides convenience for guests arriving early or departing late, showing helpfulness.

7️⃣ “Let me see how I can resolve this for you.”
Expresses initiative and empathy when addressing a guest’s problem or concern.

8️⃣ “Our chef recommends the seasonal dish.”
A smooth way to upsell while sounding professional and service-oriented.

9️⃣ “We hope you had a pleasant stay.”
A thoughtful farewell phrase that leaves a positive final impression.

🔟 “Please leave us a review if you enjoyed your stay.”
Encourages feedback and supports the hotel’s reputation through guest reviews.