Hospitality and Tourism English That Delights
Use the three-part formula: acknowledge, solve, appreciate. “I’m sorry about the noise; I’ve moved you and added a late checkout—thank you for telling us.” A front-desk team cut complaints by scripting calm, specific responses for predictable problems.
Hospitality and Tourism English That Delights
Avoid idioms that confuse travelers. Describe amenities plainly and verify understanding. A concierge replaced “hidden gem” with precise directions, opening hours, and accessibility notes, which guests praised in feedback for saving time and avoiding awkward detours.