Welcome to Gong Show

Welcome to Gong Show!

The first few weeks will be intensive training and orientation as a
new member of our team. The objective of your introductory period
is to become acquainted with your new environment and allow you

to begin developing relationships with your new team. To
understand what is important for the Shangri-La brand and become
familiar with the important role you will play within the department.

We are excited to have you here, bring your A game,
There’s a lot to be learnt! If you have any questions, please do not hesitate to

reach out anyone of us:
Fabio, Nuno, German, Renata, Raul and Roksi

Please follow us on: @gong_bar

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GONG Phraseology

Why can’t my 17 year old Son come in, he only wants a coke?
With my apologies, Gong is an 18 and over only venue regardless of drink choice. This is subject to
conditions of our license issued by the local council.

We are not residents; can we have a drink?
Please allow me to check the availability for you now. (If yes) We do have a table available for 2
hours.

Why don’t you have a table, it will just be a really quick drink?
(If no) Unfortunately we are fully committed at this moment. However, we do have a bar in the sky
lounge on level 34, alternatively we have BAR31 on the ground floor or Ting Launge

But there are 3 tables over there empty?
I appreciate this; however, we have a waiting on the GF and guests due to arrive and we have to
commitment.

If I want to stay more than two hours, can I?
Please allow me to check the availability for you now. (If yes) Certainly, I have updated your
reservation and allocated 4 hours for your reservation, (If no) Regrettably we are currently fully
committed. I will try my best to accommodate your request and I will update you in an hour as to
whether this is possible or not.

Can I have a drink and some food?
Certainty, we have a menu consisting of various “small” plates which is available from 12pm every
day.

I want to eat a proper meal, why can’t we order some food from TING?
Unfortunately, due to food safety regulations we are not able to offer the TING menu on Level 52.
Would you like me to contact Ting and see if a table is available?

When I walked in downstairs I specifically requested a window seat, why don’t I have a window
table?
Unfortunately, we are not able to guarantee window tables. Whilst we try our best to accommodate
all requests, we allocate them on arrival and due to the limited number of window seats this is not
always possible. You will be on a waiting list for a window table; please have a seat and enjoy your
drink, we will approach you once your window table will be available.

Can I move to the windows?
Of course you can Madam/Sir, we move every one by the windows base on the order you came in;
you are on the list and our hostess will take care of that; enjoy your time and we will come to move
you once a table will be available for you.

Do you have a window seat now?

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I do apologise, unfortunately all the window tables are taken at this moment. We have noted your
request and we will inform you once your table will be available
We just finished dinner in TING, why don’t you have any table for us?
Unfortunately, we are fully committed at this moment. We recommend our guests to contact the
hostess prior to finishing your meal to put you on our waitlist. You are more than welcome to sit at
the bar and wait for a table, though I can’t promise you how long that will be.
Can I look at the pool?
Our Sky Pool opens at 8.30pm and I would be more than delighted to show you around at this point,
before 8.30pm is accessible only to guests of the hotel.

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WHAT TO SAY & HOW TO SAY IT BETTER!

Shangri-La guests expect and deserve the best guest experience and service from us, which includes
consistently using proper and professional verbiage.

What NOT to say How to say it better
Hey, hi, hi there, how are (always use name when appropriate and when known)
ya?
▪ Good Morning, Good Afternoon, Good Evening (all with name, if
Yeah, uh huh, yep known)

Thanks ▪ How are you today?
Sure, ok ▪ Welcome back to the Shangri-La!
▪ We’ve been expecting you!

▪ Of course!
▪ Yes
▪ Certainly
▪ With pleasure
▪ Absolutely
▪ We can do that!
▪ We would be happy to…

▪ Thank you (with name, if known)
▪ Thank you very much

▪ Of course!
▪ Yes
▪ Certainly

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What… (is your name, room ▪ With pleasure
number, happened)? ▪ Absolutely
▪ We can do that!
Can I…? ▪ Excellent
I can’t / we can’t ▪ We would be happy to…
You guys, y’all ▪ It shall be so!
No problem
▪ May I have your name please?
▪ May I have your room number please?
▪ Would you mind repeating that please?
▪ Excuse me?
▪ I beg your pardon?
▪ Pardon me?
▪ I’m sorry, could you repeat that please?
▪ Please tell me more about what happened…

▪ May I take care of that for you?
▪ May I…?
▪ I would be happy to….

▪ We are unable. Here’s what we can do…
▪ We are not able. What we can do is…
▪ We are unable, however we would be happy to do/offer….

▪ Use names
▪ If you will…
▪ If you wouldn’t mind…

▪ We would be happy to….for you.

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▪ Certainly
▪ Absolutely
▪ Of course!
▪ My pleasure
▪ Allow me…for you.

What is/was the problem? ▪ How may I assist you?
▪ What can I do for you?
▪ Can you tell me more about…?
▪ What can we do to make things better for you?

I’ll have to… ▪ I would be happy to…
▪ That’s a great question! I would be happy to find out for you.
▪ Allow me to…

You’ll have to… ▪ If you wouldn’t mind
▪ Please
▪ The best way is to….

More coffee? Use the entire sentence:
More time? ▪ Would you care for more bread?
More bread? ▪ May I refill your coffee for you?
▪ Would you need more time?
▪ Can we arrange more time for you?

I’ll try / we’ll try Say what you are going to do and then commit!
▪ I will / we will…
▪ I would be happy to….
▪ We can…

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It’s our policy “It’s our policy” is a way to shut down a guest. They know that. Use a
more positive way and explanation to let them know:

▪ We are unable to….however we can do…

▪ In order to maintain the security of our guests, we are unable
to….however we can…

Hold on, hold please, hang ▪ May I put you on a brief hold?
on a sec. ▪ May I place you on hold?

Do you want to leave a ▪ Would you like to leave a message?
message? ▪ May I take a message for you?
▪ Would you care to leave a message for him/her?
Bye, bye-bye
▪ Goodbye
▪ Thank you very much!
▪ Have a wonderful day / evening!
▪ We look forward to welcoming you back to Shangri-La (when

appropriate).

Additional positive and professional phrases:
• How can we help you?
• May I assist you with your luggage?
• Welcome to Shangri-La
• Are you joining us for dinner tonight?
• May I give you directions?
• Do you need assistance with transportation?
• May I offer any additional assistance?
• I am happy to help / assist you.

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• When appropriate add “for you” the end of any sentence (before name): I would be
happy to take care of that for you, Ms. Smith.

Additional phrases / verbiage to avoid:
• Never start a sentence with the word “no”
• But: avoid using “but” and instead separate the sentences or, if you must, use
“however” instead.
• Problem: the problem with the…
• Immediately, right away, in a sec….these words send a message to the guest that
whatever you are promising is going to happen right now. You know you can’t get it
done right now. Don’t set yourself up for failure! Instead, let them know you are happy
to take care of that for them and give them a realistic time frame for when it will be
completed: I will be happy to check if we have any availability at that time, Mr.
Johnson. Allow me to check our reservations, and I will call you back within 10 minutes.
• As soon as possible: When is this exactly? That is what the guest will be asking or
expecting to know. Instead offer a reasonable time frame: …within 5 minutes, before
3 p.m., by the close of today, within 30 minutes*
* When you offer a time frame to a guest you must adhere to it or contact the guest
with any adjustments or devised timeframe.

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