Essential Service English for the Airport Guest Relations Officer

Section 1. The Airport Guest Relations Officer Greets and Assists Arriving Guests


1.1 Greeting the guests
* Good morning, (Mr / Mrs / Ms (name))
* Good morning, sir.
* Good morning, madam.
* Are you (name)? …. Welcome to the Pink City, (name)!


1.2 Introducing yourself
* My name’s (Amit). I’m from The Princess D’Annam. I’ve come to assist you.
* This is Ramesh, your limousine driver.


1.3 Assisting the guests with their luggage
* Allow me to help you with your (luggage / trolley).
* Your driver is going to bring round your limousine.



1.4 Conversation while you walk to the limousine
* How was your flight? ... I’m glad. / I’m sorry to hear that.
* Did you have an (enjoyable / pleasant) flight? ... You must be tired.
* The weather is very (hot / cold) here now. It’s (50/10) degrees today.
* Is this your first visit to India?

Yes: You’re going to love it, and The Princess D’Annam is a place where you can live your dreams. Have you ever stayed in a palace before? … You’re in for the treat of your life. There’s no other palace like this in the whole of India.
No: Have you ever stayed in an Indian palace before? … The Princess D’Annam is a
place where you can live your dreams. … You’re in for the treat of your
life. There’s no other palace like this in the whole of India.

1.5 The limousine arrives

* This is your limousine, (name). It takes (40) minutes to get to The Princess D’Annam.


1.6 Opening the limousine doors

* (To the lady: ) Mind your head, Ms. (name).

* Would you like to sit in the front or the back, Mr. (name). (After he has checked his luggage.)





1.7 Loading the limousine
* Would you like to check your luggage, Mr. (name)?
* Have you got everything, (name)?
* May I put this in the (boot / trunk), (name)?
* Would you like me to put this on the (front / back) seat?


1.10 Saying goodbye to the guests
* I wish you (both) a very pleasant journey and a wonderful stay at the kingdom of the Princess D’Annam. Goodbye.


1.11 Questions to ask during the journey to gather Guest History Information
* Do you see those trees over there? … They’re called dragon fruit trees?

* Do you recognize those trees over there? …

* (Mango juice) is my favourite drink. What’s your favourite drink, (Mr. Smith)?

* (When you stop for a break, ask them their favourite food during the meal.)

* How do you plan to spend your time during your stay? … Would you like me to recommend somewhere to go to? …

* Do you like shopping, (Mrs. Smith)? … What would you like to buy?





Section 2. The Airport Guest Relations Officer Assists Departing Guests



2.1 Greeting the guests
* Good morning, (Mr / Mrs / Ms (name)).
* Good morning, sir.
* Good morning, madam.
* Are you (name)? …. Welcome to the Pink City, (name)!


2.2 Introducing yourself
* My name’s (Amit). I’ve come to assist you with the airport formalities.
* This is (Ramesh), your limousine driver.


2.3 Assisting the guests with their luggage
* Allow me to help you with your luggage.
* Your limousine is just outside.


2.4 Conversation while you walk to the limousine or during the journey
* Did you fulfil some of your dreams at The Princess D’Annam?
* What did you enjoy most about your visit to Jaipur?
* When do you think you will come back?
2.5 Asking for their tickets when you arrive at the airport
* May I have your tickets and passports, please? ... Thank you. I will check you in.
* Would you like an aisle seat or a window seat?
* I will try to get you a seat with extra legroom.
* Which bags would you like to check in?
* Would you like to take a seat over there, while I check you in? ... Thank you.


2.6 Asking the guests to sit down while waiting
* Would you like to take a seat over there while I check you in?
* The queue is rather long. Would you like to have a cup of tea or coffee over there while you wait? I will bring your documents to you.


2.7 Dealing with luggage problems
* I’m sorry, but your hand luggage must not exceed ( kilograms. It weighs ...
* I’m sorry, but your hand luggage is too big to go in the cabin. Would you like to check it in?
* As your luggage weight exceeds (30) kilograms, I’m sorry to say that you’ll have to must pay the excess weight charge of (10) US Dollars per kilogram.


2.8 Handing back the guests’ tickets
Here are your tickets, your passports, and your baggage claim tickets. Please check them. (Assist them.)
* Here are your boarding passes. Seat numbers (F27) and (F28) are by the window on the right and in the middle of the cabin.


2.9 Telling the guests where their flight leaves from
* The boarding time for your flight is (4 p.m.) at Gate number (2). You have to go through the security check over there before boarding. Would you like to go through to the security check or stay in the Departure Lounge and have some tea or coffee? ... I’ll escort you to the security check.


2.10 Brief Conversation
* I’m glad that you fulfilled some of your dreams at The Princess D’Annam.
* When do you think you will come back?


2.11 Arriving at the entrance to the departure area
* This is the entrance to the immigration area.


2.12 Saying Goodbye
2.12.1 The guest enjoyed his stay
* Thank you very much for staying with us, (name).
* We look forward to helping you to fulfil more of your dreams next time.
* Goodbye.


2.12.2 The guest did not enjoy his stay
* I’m very sorry that we didn’t fulfil your dreams.
* Thank you very much for staying with us, (name).
* I do hope that you will give us another chance. I’m sure that if you return, we will create a truly memorable experience for you. Goodbye.