Column: Words to avoid when speaking to guests

12/3/2012 | eHotelier.com

A number of words or phrases -- such as "have to," "don't," "can't" and "calm down" -- should not be used when interacting with guests, especially difficult ones, Alan Fairweather writes. He advises against using the word "sorry" when addressing guest complaints. "Sometimes it's appropriate to use the word 'apologise' instead of 'sorry,'" Fairweather writes.

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