Mastering Chat Etiquette for Hotel Staff

Today’s world is characterized by speed, and communication has been developed. The same case applies to the modern hospitality industry. Most guests, however, prefer convenience and prompt responses from hotels, and consequently, there is a need for chat service providers as they help deliver this type of assistance.

Nonetheless, for hotel staff, it becomes an important issue of chat etiquette as their guests are served by it. This handbook shall discuss the art of chat etiquette, its significance, and advice to hotel employees.

Why Chat Etiquette Matters

  • A guest’s first impression of your hotel is through the chat. Like the warmth of a smile and the friendliness of a good greeting make an impression during the face-to-face contact at the door, a cheerful and professional chat etiquette sets the tone for a guest’s entire experience there.
  • Chat etiquette is important in providing quick and precise responses to questions from guests. This enhances satisfied guests who may comment in good ways hence returning again.
  • Chat is a means of efficient communication that can aid in smoothening your operations and reducing the load on your employees. However, if well done, chat can save time for both guests and the employees.

Chat Etiquette Best Practices

Here are some of the best chat etiquette that your staff should have at their finger tips:

Say Hello at the Beginning of a Conversation.

Say hello quickly and professionally at the beginning of each conversation. If possible, use the guest’s name to state your name and position. As an illustration, “Good evening, Mr. Smith. Sarah is here to help you”.

Provide Prompt Responses

Guests expect a response immediately. Try keeping replies within one to two minutes. Should you require additional time to locate an answer, politely inform the guest and advise them of when they can expect a reply.

Professional Tone and Correct Grammar

Use proper language and Grammar. Strive to avoid texting in slang or using emojis unless it is a suitable conversation. Clear communication is dependent on simple language.

Customize Responses

Adapt your replies to the guest’s exact query or scenario. It also proves that you pay attention to their specific needs. Whenever possible, stay clear of canned or generic responses.

Be Positive and Empathic

Regardless of the nature of the request or issue of the guest, remain positive and empathic. Show that you understand what is bothering them. For example, “This matter is probably so irritating for you, and I am ready to assist.”

Use Predefined Scripts

Wisely While predefined scripts can save time, use them judiciously. Overreliance on scripts can make responses seem robotic. Personalize script responses as needed to make the conversation more authentic.

Maintain Guest Privacy

Always prioritize guest privacy and confidentiality. Never share personal or sensitive information with anyone unauthorized to access it. Verify guest identity before discussing any confidential matters.

Offer Solutions

When guests present issues or concerns, focus on providing solutions rather than dwelling on the problem. If you cannot resolve the issue immediately, assure the guest that you will work to find a solution and follow up as promised.

Be Patient

Not all guests will be tech-savvy, and some may have difficulty using the chat platform. Be patient and offer guidance when necessary to ensure they can make the most of the chat service.

End Conversations Gracefully

Once the guest’s request has been addressed, ask if there is anything else you can assist with. If not, thank the guest for using the chat service and wish them a pleasant day or stay.

Chat etiquette

The Dos and Don’ts of Chat Etiquette


  • It is appropriate to address the guest with their names.
  • Confirm identities before discussing private issues.
  • Always remain unruffled, especially during tough times.
  • Ensure you have kept your word by following up.


  • Avoid using words or symbols that guests might not comprehend.
  • Do not participate in heated debates.
  • Always remember to keep your online chats polite and not open-ended.
  • Do not express your own opinion or talk about personal issues.

Training and Continuous Improvement 

Provide training on chat etiquette and regular feedback to your hotel staff to ensure they are excellent in this area. Review chat transcripts frequently in order to give the necessary coaching if needed and to suggest ways of improving it. Encourage employees to share difficult chat situations & discuss best practices together.


Due to this, hotel staff should have the appropriate skills in chat etiquette in order to offer impeccable guest service. Best practices, professionalism, empathy, positive first impressions, guest satisfaction, and streamlining communication.

The success of your hotel lies in the ability to create a successful chat and make a lasting impression on guests. Chat etiquette should not be viewed as a mere skill but rather an art that can transform into a powerful tool for enhancing a hotel’s reputation and guest experience.