When a guest tells you their passport is missing from the lobby, the staff who stays calm, asks the right questions, and starts the search together is the one who gets trusted. Learn the words that keep you steady.
The core verb for "exists" / "has" is あります (for things) / います (for people/animals). Negative is ありません / いません.
Three questions that solve 80% of lost-item situations: 1. どこでなくしましたか。 — Where did you lose it? 2. 最後に、どこで見ましたか。 — Where did you last see it? 3. お部屋も見ましたか。 — Did you check your room?
After the questions, offer action: 一緒に探しましょう。 — Let's look together.
Register tip: avoid the dry 『ないです』 when a guest is panicking. Say 『見つからないんですね…一緒に探しましょう』 — the んですね acknowledges their feeling before you move to action. Empathy first, logistics second.
to drop
to lose (something)
to search / look for
to be found
passport
wallet
There is no ... / I don't have ...
Where is ...? — asking location.
A guest at the lodge lobby says their passport is missing
Translate: 'Where is the key?'
A guest is panicking that their wallet is missing. Which opening sounds most reassuring?
Make a sentence: 探し / 一緒に / ましょう / 、 / 。
最後に、どこで見ましたか。
A guest says their wallet is missing. Write a 3-line response: empathize, ask the last place, propose to search together.
Tomorrow: handling complaints — the room heater isn't working. Apologize, verify, act.
