The Complete Hospitality English Phrasebook: 100+ Phrases for Hotels and Restaurants (With Usage Notes)
This is the complete Hospitality English Phrasebook: more than 100 professional phrases for hotel and restaurant staff, each with a short explanation of when and why to use it. The phrases are organized by the guest journey, from the first hello at check-in to the final farewell, so you can jump straight to the situation you need. Bookmark this page, practise one section a week, and these phrases will become automatic exactly when you need them: in front of a real guest.
Welcoming Guests and Check-In (Phrases 1 to 12)
“Good morning, welcome to [hotel name]. How may I assist you today?”
The gold standard opening. Naming your property signals pride and makes the guest feel expected rather than processed.
“Do you have a reservation with us?”
A neutral, professional way to start check-in. Softer than “Name?” and it works even when the lobby is busy.
“May I have your name, please?”
Adding “may I” and “please” turns a demand into a request. Small words, big difference in tone.
“Could I see your passport or ID, please?”
The polite formula for a required step. “Could I” keeps it courteous even though the guest has no real choice.
“You are all checked in. Your room is on the fifth floor, and here is your key card.”
Confirm completion, location, and key in one calm sentence so the guest never has to ask “so, what now?”
“Breakfast is served from 6:30 to 10:30 in the main restaurant.”
Give times and places before guests ask. Anticipating questions is the quiet mark of a professional.
“Would you like some help with your luggage?”
Offering before being asked turns standard service into hospitality. “Would you like” is the politest offer structure in English.
“Check-out is at twelve noon. Would you like a wake-up call?”
Pair information with an offer. It closes check-in on a caring note instead of a rule.
“The Wi-Fi password is on your key card holder, and the network is [network name].”
Answer the most common question of the decade before it is asked.
“Your room is not quite ready yet. May we store your luggage while you find a coffee in our lounge?”
Soften a delay with “not quite” and follow immediately with a solution. Never leave a waiting guest without options.
“Is there anything else I can help you with?”
The universal closer for any service interaction. It hands control back to the guest.
“Enjoy your stay with us, Mr Tanaka.”
Using the guest’s name once at the end of check-in is the cheapest room upgrade there is.
Front Desk Requests and Directions (Phrases 13 to 22)
“Of course. I’d be happy to help.”
Say yes with warmth, not just agreement. This is the phrase that makes requests feel welcome.
“Certainly, I’ll arrange that for you right away.”
“Certainly” sounds more polished than “OK”, and “right away” tells the guest their request is already moving.
“The elevator is just around the corner, on your left.”
Directions need landmarks and sides, not just floor numbers. “Just” makes everything sound close and easy.
“The pool is on the rooftop. Take the lift to the ninth floor and follow the signs.”
Chunk directions into two short sentences. Guests remember two steps, not five.
“May I ask what time you would like your taxi?”
“May I ask” softens any follow-up question and keeps the exchange gracious.
“Let me check that for you. One moment, please.”
Never leave silence while you look at a screen. Narrate what you are doing and the wait feels shorter.
“Would you like a map of the area? I can mark a few favourites.”
A small offer that turns information into personal service.
“You can leave your valuables in the safe in your room, or we can keep them at reception.”
Give two options in one sentence. Choice feels like care.
“If you need anything at all, please dial zero from your room phone.”
“Anything at all” is a warm intensifier that makes the offer feel unlimited.
“I’ll have that sent up to your room right away.”
The causative “have that sent” is the professional way to say someone else will do it, without naming who.
Concierge Talk and Local Recommendations (Phrases 23 to 32)
“Are you looking for something casual or something a little special?”
The perfect opening question for restaurant recommendations. It narrows options while showing genuine interest.
“I’d recommend the night market. It’s about a ten-minute walk from here.”
“I’d recommend” carries personal authority. Always attach a distance or time so the guest can decide instantly.
“Would you like me to book a table for you?”
Never end a recommendation without offering to act on it. This is the difference between information and service.
“It’s about twenty minutes by taxi, depending on traffic.”
“About” and “depending on” protect you from being wrong while still being helpful.
“The temple is beautiful at sunrise, before the crowds arrive.”
Insider timing advice makes a recommendation feel like a local secret rather than a brochure.
“If you enjoy seafood, you’ll love the restaurant by the river.”
The “if you enjoy X, you’ll love Y” pattern personalizes any suggestion in one sentence.
“Shall I write the address down for you in the local language for the driver?”
A thoughtful offer that solves a problem the guest has not thought of yet.
“The gallery is closed on Mondays, but the museum nearby is open every day.”
When you deliver a small disappointment, attach an alternative in the same breath.
“How much time do you have? I can suggest a route.”
Asking about time before recommending shows you are planning for them, not reciting a list.
“Please let me know how it was. I love hearing what our guests discover.”
This closer invites a second conversation and makes the guest feel like a fellow explorer.
Telephone English and Reservations (Phrases 33 to 44)
“Good afternoon, [hotel name], this is Malee speaking. How may I help you?”
The complete professional phone opening: greeting, identity, and invitation in one breath.
“May I ask who is calling, please?”
The polite screen. Far warmer than “Who is this?”
“Could you hold the line for a moment, please?”
Always ask before putting someone on hold, and wait for the yes.
“Thank you for holding. I have that information for you now.”
Acknowledge the wait the moment you return. It resets the conversation on a positive note.
“I’m afraid the line is busy. Would you like to leave a message?”
“I’m afraid” is the professional way to deliver small bad news gently.
“Could you spell your surname for me, please?”
Never guess a name over the phone. Guests respect accuracy far more than speed.
“Let me repeat that back to you to make sure I have everything right.”
The confirmation loop. It prevents the most expensive mistakes in the reservation book.
“For how many nights will you be staying, and how many guests?”
Combine related questions so the call feels efficient rather than like an interrogation.
“We have a deluxe room available at that price, including breakfast for two.”
State what is included, not just the price. Value language sells better than numbers.
“Your reservation is confirmed for the twelfth of August. You will receive an email shortly.”
Confirm with the date said in full. Numbers alone get misheard on the phone.
“Is there anything you would like us to prepare before your arrival?”
The question that turns a booking into the beginning of a relationship.
“Thank you for calling. We look forward to welcoming you.”
End every reservation call with a forward-looking phrase. It starts the stay early.
Restaurant and Bar Service (Phrases 45 to 58)
“Do you have a reservation, or shall I find you a table?”
Either answer leads somewhere positive. That is what a well-built question does.
“Right this way, please.”
Three words, said with a smile and an open hand gesture. Leading guests is a phrase plus body language.
“May I start you off with something to drink?”
“Start you off” signals there is a pleasant sequence ahead. It frames the whole meal as an experience.
“Would you like still or sparkling water?”
The classic refined either-or offer. Options make guests feel in control.
“Are you ready to order, or would you like a few more minutes?”
Always give the escape route. Guests who feel rushed order less and enjoy it less.
“How would you like your steak cooked?”
Learn the responses too: rare, medium rare, medium, medium well, well done. The question is only half the skill.
“Does anyone at the table have any allergies I should know about?”
Asking proactively is both professional care and safety. Do it before the order, not after.
“Excellent choice. That is one of our most popular dishes.”
Affirm the order. A tiny compliment makes the guest feel smart and anticipate the dish.
“I’ll be right back with your drinks.”
Announce your movements. A table that knows what is happening next is a relaxed table.
“How is everything so far?”
The two-minute check-in. Catch problems while they are still small enough to fix.
“May I clear your plates?”
Never remove a plate without asking. Some guests are not finished, just resting.
“Would you care for dessert, or perhaps a coffee?”
“Would you care for” is the most elegant offer structure in service English. Save it for the finale.
“Was everything to your liking this evening?”
The closing quality check. It invites honest feedback while the guest is still at the table.
“I’ll bring the bill right over. Please take your time.”
“Take your time” removes all pressure from the end of the meal, exactly when guests decide how they feel about it.
In-Room Dining and Housekeeping (Phrases 59 to 68)
“Good morning, housekeeping. May I service your room now, or shall I come back later?”
Identify yourself, then offer a choice. The guest’s schedule always wins.
“Room service, good evening. Your order will take about thirty minutes. Is that all right?”
Set the expectation and get agreement. A confirmed wait never feels as long as a surprise one.
“May I come in?”
Ask even after knocking and hearing yes. At the threshold of someone’s room, permission is everything.
“Would you like fresh towels, or is there anything you are running low on?”
The follow-up clause invites requests the guest might feel too shy to make.
“I’ll send someone up right away.”
The instant-response phrase for any in-room request. “Right away” is a promise, so keep it.
“Is the room temperature comfortable for you?”
Small comfort questions show attention to detail that guests mention in reviews.
“We offer turndown service in the evening. Would you like it tonight?”
Explain the service in the same sentence you offer it. Never assume guests know hotel vocabulary.
“Where would you like me to set up your tray?”
Let the guest direct the space. It is their room, and this question respects that.
“Just leave the tray outside the door when you are finished, and we will collect it.”
Close the loop on room service so the guest never wonders what to do with the dishes.
“So sorry to disturb you. I’ll come back at a better time.”
The graceful exit. Leave quickly, apologize briefly, and the interruption is forgotten.
Handling Complaints and Difficult Moments (Phrases 69 to 78)
“I completely understand your frustration.”
Validation before solution, always. A guest who feels heard becomes a partner instead of an opponent.
“Thank you for bringing this to my attention.”
This reframes a complaint as a favour, which is exactly what it is.
“You are right, and I apologize. That is not the standard we aim for.”
Agreement plus apology plus standard. Three moves in one sentence, and no defensiveness anywhere.
“Let me look into this right away and come back to you within the hour.”
Action plus deadline. A promise without a time is just a wish.
“While we fix this, may I offer you a drink in the lounge?”
Fill the waiting time with comfort. The repair matters, but so does what the guest experiences during it.
“I will personally make sure this is resolved by six this evening.”
“Personally” attaches your name to the outcome. Guests trust people, not departments.
“Would it help if we moved you to another room?”
Offer the big solution before the guest demands it. It changes who is being generous.
“I am so sorry for the wait, and thank you for your patience.”
Apology and gratitude together defuse almost any queue frustration.
“Let me get my manager, who will be able to help you further with this.”
Escalating is not failing. Frame the handover as bringing in more power for the guest.
“Please accept this with our compliments, along with our sincere apology.”
The recovery gesture, named graciously. “With our compliments” is the professional way to say free.
Upselling With Grace (Phrases 79 to 86)
“For just a little more, you could enjoy a room with a sea view. Would you like to see it?”
Frame the price gap as small and the benefit as vivid, then offer proof instead of pressure.
“Our chef’s tasting menu is rather special this evening. Shall I tell you about it?”
Ask permission to describe. Guests who say “yes, tell me” have already half decided.
“Can I interest you in a glass of wine to go with that?”
“Can I interest you” is soft, classic bar English. It sells without pushing.
“If you are celebrating, our rooftop bar has the best view in the city.”
Tie the suggestion to the guest’s occasion, not to your sales target.
“Since you are staying until Sunday, our late check-out option might suit you.”
“Since you are” shows you were listening. Personalized offers never feel like upselling.
“Many guests enjoy our spa after a long flight. Would you like me to check availability?”
Social proof plus an offer to act. Two persuasion tools in one gentle sentence.
“The seasonal special today is the river prawn curry, and the chef is very proud of it.”
A named dish with a human behind it beats “would you like to hear the specials” every time.
“Would you like to add breakfast to your rate? It works out better than ordering separately.”
Sell the saving, not the product. Practical guests appreciate practical framing.
Billing, Payments and Check-Out (Phrases 87 to 96)
“Good morning. Are you checking out with us today?”
Open check-out with a soft confirmation, not a demand for a room number.
“Did you enjoy your stay with us?”
Ask it and mean it. The answer tells you whether this check-out needs service recovery or celebration.
“Here is your bill. Would you like a moment to look through it?”
Offering review time signals transparency. Guests who check the bill trust the bill.
“This charge is for the minibar. Shall I go through the items with you?”
Explain charges before guests have to ask. Surprise is the enemy of a good goodbye.
“How would you like to pay: card, cash, or shall we charge it to your company?”
List the options so the guest does not have to guess what is possible.
“Could you sign here, please?”
Simple, polite, and accompanied by offering the pen properly.
“I do apologize. Let me correct that for you immediately.”
The billing-error response. No excuses, no investigation theatre in front of the guest, just a fix.
“Would you like us to arrange transport to the airport?”
The most useful check-out question in any hotel on earth.
“May we store your luggage until your flight this evening?”
Anticipate the gap between check-out and departure. It is where loyalty is quietly won.
“Here is your receipt, and thank you so much for staying with us.”
Paper plus gratitude. The transaction ends, the relationship continues.
Farewells That Bring Guests Back (Phrases 97 to 106)
“We hope you had a pleasant stay.”
The classic farewell. Warm, professional, and impossible to get wrong.
“It was a real pleasure having you with us.”
“Real” lifts this from formula to feeling. Say it with eye contact.
“Have a safe journey home.”
Care that extends beyond the property line. Guests carry this sentence to the airport.
“We would love to welcome you back next time you are in the city.”
The explicit return invitation. Loyalty starts with being asked.
“If you enjoyed your stay, we would be so grateful for a review.”
Ask at the peak of goodwill, which is the goodbye, not the follow-up email three days later.
“I hope the conference went well. Do come back and see us on your next trip.”
Referencing why they came proves they were a person to you, not a room number.
“Goodbye, Ms Chen. It was lovely to meet you.”
A name at the last moment is remembered as warmly as one at the first.
“If you find you have left anything behind, contact us and we will take care of it.”
Practical reassurance that quietly says: we are still your hotel even after you leave.
“You are always welcome at [hotel name].”
Five words that turn a hotel into a place. Use it for guests you genuinely hope to see again.
“Safe travels, and thank you for choosing us.”
Gratitude for the choice, not just the custom. Travellers have options, and this phrase honours that.
How to Practise These Phrases
Do not try to memorise all 106 phrases at once. Choose the section that matches your role, pick three phrases, and say them aloud until they feel like yours. Then use them with a real guest the same day. Next week, take three more. Language that is used within twenty-four hours of learning is language that stays.
For deeper practice on the hardest situations, read our guides on resolving guest complaints and following up after a complaint, and start with the ten essential phrases if you are new to hospitality English.
If you would like live practice with feedback on your pronunciation, tone, and confidence, I coach hospitality professionals every week. Book a trial lesson on Preply and we will rehearse the exact situations you face at your property.
