Language of Luxury
Replace: “Hey guys, how’s it going?” with luxury language.
“Good [morning/afternoon], welcome. How may I assist you today?”
What’s the first thing to do when a guest enters the lounge?
Eye contact, smile, warm greeting; offer assistance using name if known
What do you say to a guest frustrated about their room not being ready?
Empathize, offer seating/refreshment, proactive updates. “I completely understand—may I offer you a beverage while we prepare your room?”
What should you do if you notice a tray left outside a room?
Even if it is IRDs responsibility, remove it or alert IRD immediately – never ignore visible mess
What does “full hands in, full hands out” mean?
Always carry something into and out of kitchen (e.g., dishes in, fresh items out)
List 3 alternatives to “you guys” that meet Fairmont standards.
“Everyone,” “ladies and gentlemen,” “our guests”
What phrase should you avoid when a guest has a complaint?
What is “That’s not my job” or “There’s nothing I can do”?
How do you discreetly support honeymooners who haven’t told anyone they’re celebrating?
Congratulate subtly, offer champagne/amenity, personalized card, rose petals, “May I offer a small celebratory touch on behalf of our team?”
Your blazer has a stain before your shift. What’s the right action?
Alert leader and change, even if slightly delayed – appearance reflects the brand
What must you do before serving food to a guest with allergies? (3)
Confirm with guest, check with kitchen, avoid cross-contamination, offer safe alternative
Replace “No worries,” with 3 examples of luxury language
“Certainly,” “It’s my pleasure,” “Allow me”
What are the 3 A’s of luxury problem resolution?
“Acknowledge, Apologize, and Act”
A guest insists, “This isn’t how it was last time,” and is visibly upset.
“Acknowledge their past experience and show commitment: ‘I understand, and I’m truly sorry this hasn’t met your expectations today. Let’s see how we can make it right.
Name two cleaning/organizing tasks you can do during downtime.
Restock napkins, polish glassware, sanitize pantry, fold linen, sweep floor
Name 3 ways Fairmont Gold works with other departments.
IRD coordination, clean landings, clear trays, laundry partnership, report maintenance
A more elevated version of “Hi, how can I help you?”
“Good afternoon, how may I be of assistance today?”
List the correct service order for: one mimosa, one nut allergy, two coffee orders.
Serve allergen-free item first, coffee next, mimosa last. Confirm allergy and protocols.
A mistake happened — how do you turn it into a memorable recovery?
“Apologize sincerely, resolve it quickly, and add a thoughtful gesture — like a personalized note, upgrade, or comp — to exceed expectations”?
True or False: It's okay to leave a soiled linen bag in a plastic bag and toss it in the laundry bin.
False. Must empty it into appropriate bin
Why should you check your uniform the day before a morning shift?
Shows proactive professionalism, prevents surprises, maintains consistent standard
Give 4 examples of phrases that sound polite but do not meet luxury standards.
“No problem,” “You got it,” “Sure thing,” “Okay cool,” “Hey,” “No worries” (any 4)
In less than 20 seconds, describe a perfect table reset.
Place mat straight, cutlery aligned, glassware polished, napkins crisp, spacing even
A guest tells you they’re vegan and unsure what to eat. What’s your luxury-level response?
Walk through buffet, suggest options, offer to check with kitchen. Use positive, confident tone. “Allow me to assist you with our vegan offerings today.”
A guest spilled food on themselves and looks embarrassed. How do you assist professionally?
Offer napkin/assistance discreetly, suggest laundry/concierge, “May I assist you with a fresh napkin or help with garment care?”
What proactive steps help ensure no guest sits unattended, even when you're busy?
Floating captain, team communication, visual checks, section coverage plans