酒店房务英语Module_8_Handling_Complaints教材教学课件.pptVIP

《 酒店房务英语》; ;Leading-in;Dialogue 1Complaint in the Hotel ● Complaint about poor service of hotel● Solution---say sorry and check and solve complaint at once. Dialogue 2 A Problem with the Mini Bar ● Complaint about Mini Bar in the guest’s room● Solution---say sorry and check and solve complaint at once. ;Dialogue 3 A Room Needs Cleaning ●Complaint about room cleaning ●Solution---say sorry and check and solve complaint at once.  Dialogue 4 A Problem with the Bill ● Complaint about overcharging ● Solution---say sorry and check and solve complaint at once. ;The following pattern drills should be recited by the students● What’s the trouble, Sir? / Is there anything wrong, Madam? ● I am terribly sorry, sir ● Please accept my apology on behalf of the hotel. ● There could have been some mistake. I do apologize. ● I will have the housekeeper take care of this right away.● I do apologize for what has happen. This should never happen again● We will take immediate action. Thank you for telling us.  ; Using the above dialogues as a model, try to create a new dialogue with your partner.A. Mr. Cooper complains to the duty manager that the two suitcases he put outside his room at 8:00 a.m. are missing. He doubts that they were stolen. The duty manager makes an apology, gives a possible explanation of the event and then tells the guest what action will be taken.B. Mr. Lewis is not satisfied with his room because it is facing the street and very noisy. He cannot sleep well and wants to change to another room. The housekeeper listens carefully to his complaints and suggests he go to the Reception Desk.;1. Stop whatever you are doing and face the guest 2. Listen to the complaint all the way through 3. Do not take it personally 4. Be empathetic and acknowledge their feelings 5. Do not make excuses 6. Act immediately 7. Tell the guest what can be done8. Thank the guest9. Make sure the guest is satisfied10. Follow