Greeting Guests
Lesson 3 of 12 in Introduction to Hotel Work · 25 minutes
Practice a real evening at the front desk of the Maple Leaf Hotel. Greet a tired couple with a reservation, then help a walk-in guest — using warm Canadian hospitality language: 'Welcome!', 'Under what name?', 'Certainly', and 'My pleasure'.
What you'll learn
- Greet hotel guests warmly with the hotel name: 'Good evening, welcome to the Maple Leaf Hotel!'
- Ask check-in questions in the right order: 'Do you have a reservation with us?' → 'Under what name?' → 'May I see a piece of ID?'
- Help a walk-in guest with 'How many nights?' and 'How many guests?'
- Use hospitality language: 'My pleasure', 'Certainly', 'Right away' — and offer help before the guest asks
From the transcript
It is 9:00 p.m. at the Maple Leaf Hotel in Canada. Sara is a front desk agent and a newcomer to Canada. First, a tired couple arrives after a long flight — Sara is warm but quick, because tired guests want their room, not a long chat. Then a walk-in guest with no reservation comes to the desk. Listen to how Sara greets each guest with the hotel name, asks questions in the right order, and offers help before the guest asks.
Sara: Good evening! Welcome to the Maple Leaf Hotel.
Mr. Chen: Good evening. We just got off a very long flight. We'd like to check in, please.
Sara: Of course — let's get you to your room right away. Do you have a reservation with us?
Mr. Chen: Yes, we do.
Sara: Great. Under…