酒店前厅处理问题与投诉.docVIP

Handing Problems and Complaints 处理问题与投诉 Conversation Handling a complaint about rooms Clerk：Reception. Can I help you? Guest：Yes. This is Mrs. Winston in Room 207. I checked into my room 15 minutes ago. C：Yes, is everything all right in your room, Mrs. Winston? G：Well, no. First the bathroom is in a total mess. The shower doesn’t have hot water and the tub is dirty. The floor is all wet and there is no mattress. Then there is no soap, no towels, not even toilet paper. C：Oh, I’m sorry to hear that. We do apologize for the inconve-nience caused. I’ll have the shower fixed, the tub cleaned, the floor dried and the toilet items sent to your room immediately. G：That’s not all. The worst thing is that the water closet is clogged and when I flushed it, it overflew. C：Oh, dear, we are terribly sorry for all this mess. You see, the hotel has just opened, and we are also terribly understaffed. So if you please get your luggage ready, we will move you to another room. I’ll send a bellman up to your room and help you with the luggage. G：Thank you. C：You’re welcome. This is really the least we should do for you. Handling a complaint about luggage Clerk：Reception. Can I help you? Guest：My name is Frank and I’m in Room 1010. I checked into my room 40 minutes ago and my luggage hasn’t been brought up to my room yet. C：I’m sorry to hear that, sir. How many pieces did you have, Mr. Frank? G：Two suitcases and a shoulder bag. C：Is there a name tag attached to your luggage? G：No, I’m afraid not. C：I’ll get in touch with the Bell Captain’s Desk right away. G：Thank you. C：MR. Frank, the bellmen are busy delivering luggage to guests’rooms. Becaise there is no name tag attached to your luggage, we need spend more time in finding it. Please don’t worry. We’ll have it sent to your room as soon as we find it. G：Thank you. C：Glad to be of service. Handling a complaint about noise Clerk：Good morning, sir. What can I do for you? Guest：I’m Bellow in Room 908. Can you change the room for me? It’s