Basic English &

Customer Service Skill for

Frontliners

by Yusalma Azzahra
LinkedIn |Facebook | Google Business Profile
Learning Objectives
At the end of the session, participants will be able to:

• Enhance basic English communication skills for

customer interaction.
• Equip participants with essential customer service
skills.
• Build confidence in handling guest inquiries and
complaints.
• Improve overall professionalism and guest
satisfaction.
3 V's of Communications

7-38-55 rule, and was developed by Albert Mehrabian, a psychology professor at

the University of California, Los Angeles. He first described the concept in his 1971
book Silent Messages

7%
Verbal (Words)
Vocal (Tone)
55% Visual (Body Language)
38%
3 V's of Communications
Key Elements:
•Facial Expressions: Smiling, frowning, or neutral
expressions convey emotions.
•Eye Contact: Maintaining appropriate eye
Visual contact shows confidence and attentiveness.

The largest
•Gestures: Hand movements can reinforce or
portion of distract from the message.
communication
, visual •Posture: Standing upright conveys confidence;
elements
encompass slouching may seem unprofessional.
body language
and •Appearance: Dressing appropriately and
appearance.
maintaining grooming standards reflect Example: A frontliner greeting a guest with
a warm smile, direct eye contact, and
professionalism. open posture immediately establishes a
welcoming atmosphere.
3 V's of Communications

Key Elements:
•Tone: Reflects emotions, such as warmth,
enthusiasm, or authority.

Voice •Pitch: High or low pitch conveys different

moods. A calm, steady pitch often builds trust.
This aspect
involves
•Pace: Speaking too fast can confuse; too
the tone of slow may seem dull.
voice and
how words •Volume: Should suit the context, loud enough
are
delivered. to be heard but not overwhelming.
•Inflection: Varying tone to emphasize Example: Saying “How may I
help you?” with an enthusiastic
important points and keep the listener
tone builds rapport compared
engaged. to a flat or disinterested tone.
3 V's of Communications

Key Elements:

Verbal •Choice of Words: Using simple, clear, and

appropriate language for the audience.

This refers to •Structure: Organizing ideas logically for

the words
and better understanding.
language
•Clarity: Avoiding jargon and ambiguity.
we use.
•Grammar and Vocabulary: Ensuring
accuracy for professionalism and clarity.
Example: Saying, “How may I
assist you today?” instead of
“What do you want?”
More Elements of Visual
Body Posture & Gestures
More Elements of Visual
Eye Contact & Facial Expression
Module 1: Basic English for
Frontliners
by Yusalma Azzahra
 Common Phrases and Greetings

Welcoming guests Offering help Closing conversations

• Good morning / afternoon/ • How may I assist you today? • Have a wonderful day/stay!
evening, Welcome to
_______. • Can I assist you with anything? • Thank you for choosing...
• Good morning / afternoon / • Is there is anything else I can
evening, how may I assist you? • Have a safe journey!
assist you?

• I'm happy to assist you with... • Please let me know if there is

anything else we can assist you.
• Please, have a seat...
Polite Expressions
Thank you You're welcome May I
Expressing gratitude. Responding politely to a Asking permission
thank you.

Excuse me Please I apologized

Getting someone's attention or Making a request or offering To express things
apologizing for interrupting. a service politely. not available, bad news.
Meet & Greet Phrases

Greetings upon arrival

"Good morning, Welcome to Bayu Balau Beach Resort,

My name is ________,
how may I assist you?"
Meet & Greet Phrases
When someone asks "How are you?"
Great Fantastic
"I'm doing great, thank you for asking!" "I'm feeling fantastic today, how about you?"

Excellent Wonderful
Everything is excellent, thank you!" "I'm wonderful, thanks for checking in!"

Awesome Terrific
"I'm awesome, how are you doing?" "I'm doing terrific, thanks for asking!"

Fine Doing Well

"I'm fine, thanks! How about you?" "I'm doing well, thank you for your concern!"
 Vocabulary for Hospitality
How to pronounce this words?

 Receipt
 Suite
 Suit
 Laundry
 Concierge
 Duvet
 Business Centre
 Restaurant
 Buffet
 Ala-carte
 Knife
 Miscellaneous
 Tuesday
 Wednesday
 Apologize/ Apologise
 Inconvenience
Using the Correct Tense – Past Tense
Past Tense: Use when describing actions or events that have already
happened to reassure guests or provide context.

These phrases are used to describe completed actions or past events.

"Your room was cleaned this morning.“
"I checked the reservation details yesterday.”
“The maintenance team resolved the issue earlier."
"I called housekeeping to arrange the service."
Using the Correct Tense – Present Tense
Present Tense: Use for immediate or ongoing actions and general information
about the hotel.

These phrases describe actions happening now or general truths.

"Your room is ready for check-in."

"The pool is open until 7 PM."
"Housekeeping is currently cleaning your room."
"Our team is here to assist you 24/7."
Using the Correct Tense – Future Tense
Future Tense: Use for promises, arrangements, or to reassure guests about
upcoming actions.

These phrases describe actions that will happen or are planned for the future.
"Your room will be ready in 15 minutes."
"The housekeeping team will deliver extra pillows shortly."
"The restaurant will open at 6:30 PM for dinner service."
"Your invoice will be ready at the front desk upon check-out
tomorrow."
 Simple Grammar Tips
Using Correct Tense

1 Present Simple Tense [ Do/Does, Could]

Used for general facts, routines, or regular actions.
- Example: "Do you need help with your luggage?"

Forming Polite Questions 2 Present Perfect Tense (Have / Has]

Start with "Can“, “Could” or "May", Used for actions that have happened at an
unspecified time before now.
use polite wording. - Example: "Have you had a chance to check in
yet?"

3 Future Tense [Will, Would]

Used for actions that will happen in the future.
- Example: "Would you like me to arrange a wake-
up call for tomorrow?"
Activity: Building Polite Questions with the Correct Tense
Create 3 polite questions based on the given scenario.
Scenario 3: Requesting a Wake-up Call
Scenario 1: Check-in at reception Offer guest a wake-
Asking for up call
reservation Ask what the time of
Ask if want help with wake-up call
luggage Ask if guest already
Ask if they want a arrange a wake-up
map call

Scenario 2: Room Service Order Scenario 4: Guest Feedback

Ask if they enjoy their
Ask if want to add
stay
more order
Ask if they fill up
Ask if customer have
feedback form
dietary restriction
Ask if they will
Ask if they receive
recommend this
the order
hotel to others
Learning Points
Enhance basic English communication skills for customer interaction.

1.Common phrases and greetings effectively in guest

interactions.
2. Polite expressions and Correct Tense
3. Basic vocabulary specific to the hospitality industry.
4.Practice forming and responding to polite questions to meet
guest needs.
Module 2: Customer Service
Essentials
by Yusalma Azzahra
Principles of Excellent Customer Service
It takes less than
7 seconds to
form a
first impression
Janice Willis and Alexander Todorov (2006)
demonstrated that people could form stable
impressions of faces in a fraction of a second!
https://journals.sagepub.com/doi/10.1111/j.1467-9280.2006.01750.x
Great First Impressions

Warm Welcome Proactive Assistance

A genuine greeting sets the Offer help before a customer
stage for a positive encounter. even asks. This shows you're
A smile and eye contact can ready to go the extra mile and
make a customer feel valued. helps them feel confident in
your service.

Professionalism
A neat appearance and a positive attitude contribute to a
professional image and instill confidence in your capabilities.
 Service Model (G.L.A.M)

Greet & Listen Anticipate & Make it

Smile Answer Smooth
Greet & Smile
 Listen

Pay Attention
Focus fully on the customer,
put away distractions, and
make eye contact. This shows
you're engaged and value
what they have to say.
 Answer & Anticipate

Seek Clarification Show Understanding

Don't hesitate to ask clarifying Paraphrase what you hear to
questions if you need more confirm your understanding and
information. This ensures you fully show the customer you're
comprehend the customer's listening. Use empathetic
needs and concerns. language to acknowledge their
feelings.
Positive Language Reactions

Happy News Offering Compliments

(Expressing Excitement & Joy) (Expressing Excitement & Joy)

"That's wonderful!“ "Well done!“

"How exciting!“ "You must be so proud!"
"I'm so happy to hear that!“ "What an achievement!"
"Congratulations!“
"That's fantastic!“
"What amazing news!“
"How delightful!“
"That's great to hear!“
"That's awesome!"
Positive Language Reactions

Sad News
(Expressing Sympathy & Support)

"I'm so sorry to hear that.“

"That must be really tough.“
"I can only imagine how difficult that must
be.“
""You have my deepest sympathy.“
"That’s heartbreaking.“
"I’m really sorry you’re going through this."
Positive Language Reactions
Reactions to Complaints Reactions to Complaints
(Addressing Concerns with Positivity) (Addressing Concerns with Positivity)
Acknowledging the issue Offering Solutions & Reassurance

"Thank you for bringing this to our attention." "Let’s see how we can make this right”
"I’m really sorry to hear about your experience.“ "We’re working hard to fix this issue."-
"I can see why you're upset." "We appreciate your patience while we resolve
"I apologize for the inconvenience this has this.“
caused." "We’ll make sure this doesn’t happen again."
"I’m sorry that this has happened.“ "Thank you for your understanding."
"We appreciate your feedback and will address "I’ll make sure to escalate this to ensure it’s
this right away.“ addressed promptly.“
"I completely understand your concern." "We value your feedback and will use it to improve.
Make It Smooth

Effective Communication Skills

1 Using positive language can make a huge difference. Instead of saying, "I
can't do that," try, "Let's see how we can work this out."

2 Clarity is crucial. Speak clearly and concisely. Avoid jargon or overly

technical language. Choose words that are easy to understand and use a
natural tone.
Using Positive Language
Avoid Negativity
1
Words like "can't" and "no" can create a negative impression. Instead, focus on finding solutions.

Emphasize Action
2 Use language that emphasizes action, such as "I'm happy to help" or "Let me
check that for you."

Express Gratitude
3 Thank the customer for their patience and understanding.
This shows you appreciate their business.
Alternative phrases to “No”
"I apologize, but that's not possible at the moment. However, I can
offer you this instead.“

"I'm sorry, it is not available . Would you like to …..“

"Unfortunately, we don't have that item right now, but we can

recommend this alternative.“
Handling Difficult Situations
Stay Calm
Maintain a calm and professional demeanor even when
facing difficult situations. This helps de-escalate the
situation and allows for a more productive conversation.

Active Listening
Listen attentively to the customer's complaint. Understand
their perspective and acknowledge their feelings. This
shows empathy and willingness to help.

Offer Solutions
After understanding the complaint, propose solutions that
address the customer's concerns. Be creative and offer
options that are within your control. Do not over
promised.
Responding to Complaints

1 2 3
Acknowledge Apologize Take Action
Start by acknowledging the customer's Apologize for the inconvenience caused Explain the steps you're taking to resolve
feelings. Show empathy by saying by the issue. Even if it wasn't your fault, the issue. This could involve offering a
something like, "I understand this is showing empathy helps de-escalate the solution, gathering more information, or
frustrating for you." situation. escalating the complaint.
Learning Points
Customer Service Essentials:

1.The principles of excellent customer service, GLAM service

model, including first impressions.
2.Develop active listening skills to understand and respond to
guest needs.
3.Use positive language to maintain a professional and
approachable tone.
4.Manage time effectively to provide prompt assistance to
guests.
Building Professionalism: Key
Skills for Success
This module explores fundamental aspects of professionalism,
emphasizing communication and collaboration.

by Yusalma Azzahra
Maintaining a Professional Appearance
Dressing appropriately for the workplace demonstrates A well-maintained appearance enhances credibility and
respect for colleagues and clients. It conveys builds trust, leaving a positive impression on others.
professionalism, competence, and attention to detail.
Key Elements of Professionalism in the
Hotel Industry
Personal Presentation: Responsibility & Accountability:
- Clean, neat uniforms, and personal - Taking ownership of tasks and addressing
hygiene. any issues promptly.
- Approachable body language and a - Apologizing and providing solutions when
confident tone. needed.

Problem Solving:
Effective Communication: - Calm and effective resolution of complaints
- Active listening and clear, polite or issues.
communication. - Proactive anticipation of guest needs to
- Tailoring communication style to the guest's prevent problems.
needs.
3 V's of Communications

7-38-55 rule, and was developed by Albert Mehrabian, a psychology professor at

the University of California, Los Angeles. He first described the concept in his 1971
book Silent Messages

7%
Verbal (Words)
Vocal (Tone)
55% 38% Visual (Body Language)
More Elements of Visual
Body Posture & Gestures
More Elements of Visual
Eye Contact & Facial Expression
The Power of Non-Verbal
Communication

Smiling Eye Contact

A genuine smile conveys warmth, Maintaining eye contact
friendliness, and approachability. demonstrates attentiveness,
It fosters connection and helps engagement, and respect. It
build rapport. signals that you are actively
listening and taking the
conversation seriously.
5 FEET & 10 FEET RULE

When a staff When a staff

member is within member is within
5 feet of a guest, 10 feet of a guest,
they should they should
acknowledge the acknowledge the
guest with a smile guest with eye
and greeting. contact and a
smile

This helps to create a welcoming and attentive environment for

guests and can lead to a positive guest experience.
Key Strategies for Building Teamwork

Collaboration & Support:

Clear Roles and Responsibilities:
- Work together to solve problems and
- Each team member should know their
anticipate the needs of the guests.
specific tasks, but also be flexible to assist
- Offer help to colleagues without being
others when needed.
asked.

Respect & Trust:

Open Communication:
- Treat each other with respect and trust in
- Encourage open, honest dialogue
each other's abilities.
between team members.
- Address conflicts quickly and professionally.
- Use meetings or briefings to discuss any
challenges and successes.
Supporting Team Success
Mutual Support Shared Goals
Helping colleagues achieve Collaboration fosters
their goals strengthens the teamwork, allowing everyone
entire team and creates a to contribute their skills and
positive work environment. insights to deliver excellent
service.
Professionalism + Teamwork =
Exceptional Customer Service
Learning Points
Building Professionalism

1.Maintain a professional appearance and body

language at all times.
2.Understand the impact of non-verbal communication,
such as smiling and eye contact.
3.Collaborate effectively with team members to ensure
seamless guest service.
4.Strive to exceed guest expectations to foster loyalty
and satisfaction.
Module 3: Handling Scenarios in
English
This module covers common frontliner scenarios and best practices for
handling them in English.

by Yusalma Azzahra
Common Frontliner Scenarios

Handling reservations
over the phone.

Explaining hotel amenities.

Addressing guest complaints.

Handling Reservations over the
Phone
Professionalism Information
Speak clearly, calmly, and Gather necessary information
politely. Use a friendly and such as dates, names, and
helpful tone. preferred room type.

Confirmation
Confirm the reservation details and provide booking confirmation.
Handling Reservations over the
the Phone
Professionalism Information
Speak clearly, calmly, and Gather necessary information
politely. Use a friendly and such as dates, names, and
helpful tone. preferred room type.

Confirmation
Confirm the reservation details and provide booking confirmation.
Explaining Hotel Amenities
1 Highlight Key Features 2 Provide Clear
Instructions
Mention the most popular
and desirable amenities like Explain how to access and
swimming pools, fitness use each amenity, including
centers, or spa services. operating hours and any
necessary precautions.

3 Enthusiasm
Show genuine excitement and passion for the hotel's amenities.
Addressing Guest Complaints

Listen Actively Apologize Sincere

Allow the guest to express their Acknowledge the guest's
concerns fully. Show genuine frustration and apologize for any
empathy and understanding. inconvenience caused.

Offer Solutions
Propose appropriate solutions or
compensation to resolve the issue.
Understanding Guest Expectations
1 Guests seek a comfortable and clean stay.

2 They expect friendly and helpful staff.

3 Guests desire a relaxing and enjoyable experience.

4 They may also have specific needs and preferences.

Identifying Guest Needs and Concerns
Ask Questions
Use open-ended questions to understand the guest's needs and concerns.

Listen Carefully
Pay close attention to verbal and nonverbal cues, such as tone of voice and body language.

Summarize Concerns
Repeat the guest's concerns back to them to ensure understanding.
Proposing Solutions
Consider Options
1
Explore different solutions that align with the guest's needs and the hotel's policies.

Present Solutions
2
Clearly explain each option and its potential benefits.

Seek Agreement
3 Confirm with the guest that the proposed solution is
acceptable.
Activity Touchpoints
Handling Scenarios in English

1.Role-play scenarios to practice responding to common guest inquiries.

2.Use empathy to address guest complaints calmly and professionally.
3.Apply problem-solving techniques to resolve guest concerns efficiently.
4.Stay composed under pressure while handling difficult situations.
5.Adapt to the situation to meet guest expectations and needs.
Scenario 1: Guest
Checking In with a Room
Request
•Situation: A guest arrives at 7.00am for check-in
and requests a room with a specific view (e.g.,
sea view or garden view). They also inquire
about the availability of an early check-in.

•Task for Participants:

• Write a script for welcoming the guest and
handling the check-in process.
• Respond to the guest's request politely and
professionally.
• Inform them of the early check-in policy
and offer alternatives if needed.
Scenario 2: Explaining
Hotel Amenities
•Situation: A guest calls the front desk to inquire
about the gym location and operation hours,
pool opening hours and dining options. They
also ask about the dinner charges.

•Task for Participants:

• Create a script for answering the phone
and greeting the guest warmly.
• Provide clear and accurate information
about the amenities.
Scenario 3: Handling a
Room Service Complaint
•Situation: A guest calls to complain about a
delay in their room service order. They are
frustrated and expect a solution.

•Task for Participants:

• Develop a script to handle the call with
empathy and professionalism.
• Apologize for the inconvenience and
explain the reason for the delay (if
appropriate).
• Offer a solution to resolve the issue
promptly, such as expediting the order or
offering a small gesture of goodwill.
Scenario 4: Addressing a
Lost Item Concern
•Situation: A guest reports losing their phone
charger in the hotel lobby. They ask the front
desk to help locate it.

•Task for Participants:

•Create a script to reassure the guest and
express a willingness to assist.
•Ask relevant questions to gather information
about the lost item.
•Explain the next steps for locating the item
(e.g., checking lost and found, contacting
housekeeping).
Learning Points
Basic English for Frontliner:

1.Common phrases and greetings effectively in guest interactions.

2. Polite expressions and Correct Tense
3. Basic vocabulary specific to the hospitality industry.
4.Practice forming and responding to polite questions to meet guest
needs.
Learning Points
Customer Service Essentials:

1.The principles of excellent customer service, GLAM service

model, including first impressions.
2.Develop active listening skills to understand and respond to
guest needs.
3.Use positive language to maintain a professional and
approachable tone.
4.Manage time effectively to provide prompt assistance to
guests.
Learning Points
Building Professionalism

1.Maintain a professional appearance and body language at

all times.
2.Understand the impact of non-verbal communication, such as
smiling and eye contact.
3.Collaborate effectively with team members to ensure
seamless guest service.
4.Strive to exceed guest expectations to foster loyalty and
satisfaction.
Learning Points
Handling Scenarios in English

1.Role-play scenarios to practice responding to common guest inquiries.

2.Use empathy to address guest complaints calmly and professionally.
3.Apply problem-solving techniques to resolve guest concerns efficiently.
4.Stay composed under pressure while handling difficult situations.
5.Adapt to the situation to meet guest expectations and needs.
Thank you for attending!

Basic English &

Customer Service Skill for
Frontliners

by Yusalma Azzahra
LinkedIn |Facebook | Google Business Profile