Forbes-Aligned Verbiage Master Guide

Forbes inspectors score how you speak as much as what you do. Classifications most involved: Courtesy & Manners, Graciousness, Technical Execution (accuracy), and Efficiency (hold language).

## Preferred phrases • “Good morning, Mr C Coconut Grove, this is [Name]. How may I care for you?” • “Certainly — I’ll take care of that right away.” • “My pleasure.” • “May I arrange…?” / “Would you prefer…?” • “I’ll find out immediately and return to you.” • “I’m sincerely sorry — here’s how I’ll resolve this.” • “Is there anything else I may arrange for you?”

## Avoid list • “No problem” / “No worries” → “My pleasure” / “Certainly” • “You guys” → “you” / names / “everyone” • “Yeah” / “Yep” / “Uh-huh” → “Yes” / “Of course” • “I don’t know” (alone) → “I’ll find out immediately” • “That’s not my department” → “I’ll take ownership and connect the right colleague” • “Policy says no” (bare) → explain options and what you *can* do • Internal jargon, room codes, peer nicknames in guest areas

## Name use Use the guest’s preferred name/title when known — naturally, not every sentence. Never invent nicknames. Confirm pronunciation if unsure.

## Venue tone • Lobby / arrival: warm energy, clear diction • Corridors / elevators: quieter acknowledgment • Spa: calm, unhurried, softer volume • Bar: polished social warmth without slang • Problem resolution: private, steady, non-defensive

## Written voice Error-free, brand-aligned, complete (dates, rates, policies). Same graciousness as spoken service.