酒店英语学习情境一前厅服务英语16 Handling the Complants.pptVIP

学习情境一：前厅服务英语 学习任务: 处理投诉 Name : Ellen Job: Operator Responsibility: To answer hotel phones and deal with guests’ problems. Contents Learning Objectives 学习目标 Working Procedures 工作程序 Listen to the details of the complaints 仔细聆听投诉细节 Understand the guest’s feelings 理解宾客的感受 Apologize for the problem 为出现的问题道歉 Repeat the complaints 复述投诉 Call the related department 致电有关部门 Ask for the result 询问结果 Working Knowledge 工作知识(1) 1.When dealing with hotel complaints, you should keep the following tips in mind: Listen attentively to the guests problem. Apologize to the guest. Tell him what you are going to do. Tell him when you are going to do. Working Knowledge 工作知识(2) 2. The suggested ways in how to deal with complaints: Say sorry to guests “I’m sorry to hear that” Show your attitude and take actions “ I’m terribly sorry, sir. I will look into the matter at once.” Hotel Task 酒店任务 Suppose you are Ellen, now you’re going to handle the guest’s complaints. Please perform the task according to the hints below with your partner. Words to know apologize /apology vi./n. 道歉 inconvenience n. 不便 assure vt. 保证 happen vi. 发生 bring vt. 带来 matter n. 事件，问题 look into 调查 right away 马上 apologize for 为……道歉 Useful expressions 1. Understand Guests’ problems 理解客人的投诉问题 (1) There is no hot water/water boiler. (2) The room is in a mess/too noisy. (3) The window curtain is full of dust. (4) The pillow cases are stained. (5) The bathtub/water closet is dirty. Useful expressions 2. Offering solutions 解决问题 (1) I’ll send someone up right away. (2) I’ll see to it immediately. (3) I’ll contact housekeeping now. (4) I’ll get someone to bring some up at once. Useful expressions 3. Apologizing to guests and showing concern 表示歉意和关注 (1) I’m terribly sorry to hear that. (2) I apologize for this inconvenience. (3) I’m sorry. We must