Sorry: The Filler Word

Some people say “uh, um, you know? [and] yeah” as filler words.
And some people use “sorry” as a filler word.

I have some advice: [In the kindest possible way]…Please don’t. *insert sorry*

I’ve been working in this hospitality field since 2014 and the one thing that never ceases to exist is the undeniable and almost cringing apologies from guests/customers.

What I mean by this is the amount of times a person apologizes for absolutely no reason at all…or even before they begin to ask a question. (Unfortunately I see this mostly from women and children)

I know where the apology is most likely coming from. They don’t want to inconvenience someone by asking a question they may believe is irrelevant or dumb or unnecessary. But what I don’t understand is where they come to the conclusion that asking questions is an inconvenience for a person wearing a name tag that says “Guest Services”.

I am here to do anything an everything I can in my power to assist you. That’s my job. That’s what I get paid to do. I don’t get paid more by being friendly, but I do have a better work experience if I go out of my way to provide you with the best customer service possible.

I’m on my feet a lot. And that’s OK. I talk to people a lot. And that’s OK. I listen to complaints, concerns, life stories, travel stories, family stories, weather stories, medical issues, funeral updates, wedding memories, laughter, tears, etc. Basically anything to do with the human experience…I have seen it all, and then some. And that’s OK.

My hotel is not considered “fancy”. But we have been known to get exceptional reviews for our cleanliness and friendliness. And to me, that’s the best kind of review. My kind of customer service is answering questions for guests before they ask them. And jumping to my feet to get them what they need. I also think in advance what kinds of things they may or may not want based on their party. It gives me joy to spend my work hours helping others. I may not be entirely changing their lives, but for one night (or sometimes several) I’m giving them a home a way from home to feel comfortable and at ease.

I’m smiling. I’m listening. I’m observing. I’m engaged. I care.

So just a word of advice for guests. Please ask me all the questions you have. And if you must have a filler word, use UM. (haha) Thank you for being considerate and polite. But I promise you, you don’t have to insert “sorry” whenever you need help. It’s truly and genuinely not even the slightly bit problematic. It’s not that I have to help you. It’s that I WANT to help you.

(And if you ever experience someone who gives you a hard time for asking questions or for assistance. Then you’ve unfortunately run into an a**hole who should probably leave the industry, or maybe they are just having a bad day, because after all. We are ALL human!)

Have a nice day! 🙂