Tactful Language Exercise

Part 1

1	You have to go to the box office to buy your tickets.	They will be happy to assist you at the box office with your ticket purchase.
2	I don’t know if we have any specials left.	I can check to see if we have specials left.
3	It is against our policy to allow pets in the guest rooms.
4	It is not my job to take payment. The hostess does.	If you’re ready to pay the hostess would be happy to help you.
5	I haven’t had time to check on that.	Sorry for the delay.  I can check for you right now.
6	Nobody ever complained about the temperature in here before.	I can find out if we can get the temperature fixed so that you’re more comfortable.
7	Thanks for coming, dear.	Thank you for coming.  We’ll see you again soon.
8	Damn, I forgot!
9	Wow, you really ate that in a hurry!
10	Stop. Only staff beyond this point.	Only employees have access to this area.  Thank you.
11	Do not remove towels from this room. Our linens are made with magnetic yarn that will set off security devices.	Please do not remove any towels from this room.  Thank you.
12	Don’t come on Saturday without a reservation because you won’t get a table.	If you would like to make a reservation for Saturday we would be happy to have you.
13	You have a problem with your reservation.
14	You do realize that this ride is really scary.	I heard this ride is pretty scary but it should be fun.

Part 2-1

An example of a topic that you would avoid is something controversial such as the war.  You also should be sensitive to your customer’s point of views.  Don’t bring up a conversation that could make them mad or make them want to prove their values.  This could make them very upset or offend so much so to never come back or take more severe action.

Another example of a topic that should be avoided is something that you don’t understand.  For example, don’t talk to a person about their Mercedes if you don’t know anything about cars. If they catch you lying or pretending to understand they might wonder if you also lack job knowledge.

As well you should avoid topics that involve other people.  This could mean a coworker that you’re frustrated with or another customer.  It shows that you are untrustworthy and unprofessional if you try to engage the customer in these kinds of conversations.

Part 2-2

The Bell Porter can look at the reservations lists to see who is booked and arriving at what time or ask the Door Attendant after they’ve arrived.

The Switchboard Operator may have a list of the rooms as well and who’s staying in them.  Of course you don’t want to call someone Mrs. Smith if the reservation is under Mr. Smith because

you’d be assuming that’s his wife or even daughter when it may not be.  Also you could ask them for their name.  For example you may answer the phone saying, “Hello, my name is ____.  Who am I speaking to today?” after the guest gives you their name you could say, “Good day Mrs. Smith, how may I assist you?”

The room attendant could obtain the customer’s name by either the records that they have at the front desk or by simply asking them.

The maintenance attendant can retrieve the guests name by either the records kept at the front desk or by asking them as well.  They can simply just ask something along the lines of, “I will replace your light bulb for you right away Mrs…” giving the guest a chance to respond.

The host or hostess at a restaurant could obtain the guests name by either the reservation listing, other employees who may have served them before or by asking.  Before they sit them they could say “I have the perfect spot for you Mr…” again giving the guest a chance to respond.

The server can retrieve the name either from the host or from the reservations list.  In some cases they may already know their names if they are regulars.

A room service server could obtain the guest’s name by asking the people who took their order what their names were or asking the guest’s themselves if they were the one who took their order.  They could also obtain the name by checking with the front desk.

A reservation agent would obtain their name when taking their reservation because it is mandatory to ask.  They could also have records on their system that may bring up their name when they enter other information if the guest has been there before.

Part 2-3

One situation when a guest’s name shouldn’t be used is if someone calls the switchboard operator and asks them to tell them the names of the people staying in a specific room.  Or, as with the circumstance I stated before, if you are unsure of marital status or of the guest’s situation it’s best to leave it be and just refer to them as Ma’am or Sir.