酒店英语实训unit_9_Handling_Complaints教材教学课件.pptVIP

Unit Nine Handling Complaints Exercise in Class Task 1 Talking Face to face Task 2 Maintaining a Sharp Eye Exercise in Class Passage One Passage Two Put in Use (R=Receptionist G=Guest) R: (1) ______________. Can I help you?? G: Yes, This is Mrs. Rosenberg (2) _________ 207. I checked into my room 15 minutes ago.? R: Yes, is everything (3) ________ in your room, Mrs. Rosenberg?? G: Well no. First the bathroom is in a total mess. The (4) ___________ doesn’t have hot water and the tub is just filthy. The floor is all wet and there is no mattress. Then there is no soap, no towers, not even toilet paper. R: Oh, I’m sorry to hear that. We do (5) ___________for the inconvenience. I’ll have the shower (6) ____________, the tub cleaned, the floor dried and the toilet items sent 1. Complete the following dialogue by putting in the missing words. Reception In room all right shower apologize fixed to (7) __________immediately.? G: That’s not all. The worst thing is that the water closet is clogged and when I flushed it overflew.? R: Oh, dear, we are terribly (8) ________ for all this mess. You see the hotel has just opened and the kink’s haven’t been worked out yet. Besides we are also terribly understaffed. So if you please get your luggage ready we will move you to (9) ____________. I’ll send a porter up to your room and help you with the luggage.?? G: Thank you.? R: (10) _______________. That is really the least we should do for you.?? your room sorry another room You are welcome Put in Use A：Good morning，sir．(1) ______________________ (有什么需要帮忙的吗?) B：I‘m Bell．I’m in Room 908． (2) __________________________________ (可以为我换一个房间吗？) Its too noisy．My wife was woken up several times by the noise the baggage elevator made．She said it was too much for her． A：I‘m awfully sorry，sir．I do apologize． (3) _________________________________ (908房间在走廊的末端