酒店英语unit 9Handling Complaints.ppt

Unit Nine Handling Complaints Exercise in Class Exercise in Class 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 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.?? 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。) Its possible that the noise is heard early in the morning when all is quiet． B：Anyhow，Id like to change our room． A：No problem，sir．We‘ll manage it， (4) __________________________________ (但是我们今天没有空房了。) Could you wait till tomo