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English for Hospitality: Welcoming Guests

August 2, 2026 · Sourov · 4 min read

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B1B2 ⏱ 5 minutes

English for Hospitality: Welcoming Guests

Lesson aim: Use professional English phrases to welcome guests, take orders, handle complaints, and say goodbye — the way it’s done in top hospitality venues.
“At the Ivy in Sydney, the standard greeting was an art form. We didn’t say ‘Table for two?’ — we said ‘Good evening, welcome to the Ivy. Do you have a reservation with us tonight?’ Every word was deliberate. Working at Star Casino and Merivale venues taught me that language is the first impression — before the food, before the wine, before anything.”

— 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

Examples:

  • “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

Choose the more professional phrase (A or B):

  1. A: “Hey, take a seat.”   B: “Please, allow me to show you to your table.”
  2. A: “Sorry about that.”   B: “I sincerely apologise for the inconvenience — let me resolve this immediately.”
  3. 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:

  1. A couple arrives for a dinner reservation at 8 pm.
  2. A guest says their steak is undercooked.
  3. 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.”

Takeaway: In professional hospitality, register (formal vs casual) matters as much as the words themselves. Replace filler phrases with deliberate, warm, precise language. The guest should feel welcomed, not processed.

Independent project. Not affiliated with, endorsed by, or accredited by Cambridge University Press & Assessment. Confers no qualification.

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