In this guide
What you will be able to do
- Open simply
- Ask how you can assist
- Clarify the arrival need
Open simply
A clear greeting and relevant introduction establish the exchange. Long promotional speeches can delay a tired guest’s immediate need.
Ask how you can assist
Offer help without assuming the guest wants physical assistance, conversation or a particular form of address.
Clarify the arrival need
The person may be checking in, meeting someone or asking about transport. Confirm the purpose before sending them through registration.
Explain the next step
Tell the guest what you can do now and what needs checking. Keep arrival and car-hire information accurate to the property’s arrangements.
Work through an original example
Fictional guest: “I’m meeting a group, not staying.” A scripted check-in question would miss the purpose.
A suitable response is “Thank you for clarifying. Which group are you meeting? I can check the current information.”
Practice commentary
Why this version works
Answer: The staff member adapts to the answer instead of forcing the guest through a prepared sequence.
Practise, check and try a changed task
Role-play three arrivals: a staying guest, an event visitor and someone asking about transport.
Keep the opening brief and choose the next question from the person’s actual purpose.
- Check the meaning against the original task, rather than rewarding impressive wording alone.
- Keep one concrete observation and one next action; avoid treating a single attempt as a complete assessment.
Continue with focused practice
Use the exercise to identify the kind of feedback you need. The Hospitality and Tourism English programme page describes the current learning format and practice. Compare its syllabus with your own task, starting level and available time before choosing training. Course participation alone does not establish professional competence or guarantee an outcome.
Guided communication practice
Would focused feedback help your next attempt?
Compare the current syllabus and learning format with the communication task you want to improve.
Useful answers
Frequently asked questions
Must every greeting be formal?
Adapt to the setting and guest.
Should I assume a first name is welcome?
Use appropriate forms and check preferences.
Does everyone arriving need check-in?
No. Clarify the purpose.
Can I promise transport?
Only confirm verified arrangements.
Sources, scope and accuracy
Fictional guest-service scenarios for communication practice. Verify property policies, charges, access information and visitor details before making commitments. Language training does not replace food-safety, operational or emergency training and does not guarantee employment. Written by the Cambridge Veritas editorial team. No independent clinical, legal or examination review is claimed. Cambridge Veritas provides the linked programme or product.
Continue the cluster
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