English for Hospitality: Welcoming Guests
B1B2 ⏱ 5 minutes
English for Hospitality: Welcoming Guests
— Sourov Deb, former sommelier and team leader, Sydney
1. Welcoming Guests
The moment a guest arrives, your words set the tone. Use formal register in professional hospitality settings.
| Casual (avoid) | Professional (use this) |
|---|---|
| Hi, how many? | Good evening. Welcome. How many guests are dining with us tonight? |
| Do you have a booking? | Do you have a reservation with us this evening? |
| Come in, sit down. | Please, allow me to show you to your table. |
| What do you want? | Are you ready to order, or would you like a few more minutes? |
2. Taking Orders
- “May I take your order, or would you like to hear today’s specials first?”
- “Excellent choice. The barramundi is pan-seared and served with a lemon beurre blanc.”
- “I’d recommend the 2019 Barossa Shiraz — it pairs beautifully with the lamb.”
- “And for your starter, would you like the soup or the salad?”
3. Upselling Naturally
Good upselling is a suggestion, not a sales pitch. Use would you like, I’d recommend, pairs beautifully with.
- “Would you like still or sparkling water to start?”
- “We have a lovely dessert menu — can I tempt you with something sweet to finish?”
- “Our sommelier has selected a house wine that works beautifully with that dish.”
4. Handling Complaints
Stay calm. Acknowledge, apologise, act. Never argue.
- “I’m so sorry to hear that — let me take care of this for you right away.”
- “Thank you for letting us know. I’ll speak with the kitchen immediately.”
- “I completely understand. Allow me to bring you a replacement.”
5. Saying Goodbye
- “I hope you enjoyed your evening with us.”
- “It was a pleasure having you. We look forward to seeing you again.”
- “Is there anything else I can assist you with before you leave?”
Practice Task
- A: “Hey, take a seat.” B: “Please, allow me to show you to your table.”
- A: “Sorry about that.” B: “I sincerely apologise for the inconvenience — let me resolve this immediately.”
- A: “Do you want wine?” B: “May I suggest a wine pairing for your main course?”
Show answers
1. B — formal and welcoming | 2. B — professional complaint handling | 3. B — upselling through suggestion, not pressure
Write a greeting for each scenario:
- A couple arrives for a dinner reservation at 8 pm.
- A guest says their steak is undercooked.
- A table is leaving after dessert and coffee.
Show model answers
1. “Good evening, welcome. Do you have a reservation with us tonight?”
2. “I’m so sorry to hear that. Allow me to have a fresh one prepared for you immediately.”
3. “I hope you had a wonderful evening. It was a pleasure — we look forward to welcoming you back.”
Independent project. Not affiliated with, endorsed by, or accredited by Cambridge University Press & Assessment. Confers no qualification.