From Guest Welcome to Safe Travels
Contenido del curso
ANA SILVIA LOPEZ LOPEZ
Boris Turcios
Boris Turcios
good da
Hola Mundo!
Thank you very much for the audio course. I found the use of AI in the creation of almost 99% of the course very interesting. It’s fascinating how new technologies motivate us and give us superpowers to learn faster.
FROM GUEST WELCOME TO SAFE TRAVELS – VOCABULARY WITH MEANINGS GUEST SERVICE JOURNEY - Guest journey — The full experience a guest has from arrival to departure - First welcome — The first moment you greet and assist the guest - Safe travels — A friendly phrase to wish the guest a pleasant trip at departure - Calm atmosphere — A relaxed and stress-free environment - Touchpoint — Any moment of interaction between staff and guest - Confidence — A guest’s feeling of trust in the service provided ARRIVAL & TRANSITION - Airport transfer — Transport from the airport to the hotel - Chaotic arrival — A stressful or confusing beginning to a trip - Lead to calm — Helping guests relax after a difficult experience PERSONALIZATION & GUIDANCE - Personalized itinerary — A custom-made plan for a guest based on interests and needs - Translate — To explain something complex in simple, clear terms - Sensory experience — Describing something in ways guests can imagine (texture, taste, sounds) - Design an itinerary — To plan activities and routes tailored to the guest - Guide — To help someone navigate or understand a situation clearly PROFESSIONAL COMMUNICATION - Consistency — Using the same clear and structured language across interactions - Vocabulary — A set of words and phrases that make communication precise - Script — A prepared series of phrases for specific interactions - Judgement — Making good decisions about how to respond to guests DIFFICULT SITUATIONS & RESOLUTION - Billing dispute — A disagreement over charges - Deescalate — To calm a tense situation - Noise complaint — A guest report about disturbing sounds - Professional apology — A structured way to say “I’m sorry” and fix the situation - Trust-building language — Words that make guests feel understood and valued - Structured apology — A formal apology with acknowledgment, responsibility, and action CULMINATION & FAREWELL - Final review — A last check of services and interactions before departure - Farewell phrase — A phrase used to say goodbye warmly - Reinforce trust — Confirm to the guest that you value them and want them back
