饭店实用英语课件part4.pptVIP

谢 谢 ! Step 2 Situational conversations The class read the situational conversations. Learn the words and expressions. How to deal with complaints? Keep calm and don’t argue. Hear the guest out. Find a quiet place to deal with the guest if necessary. After you have gotten the facts, explain what you can do or offer an alternative if the request is beyond the hotel’s service. Assure the guest that what you intend to do will satisfy his needs. Take personal responsibility for handling the request yourself if possible. Follow up if you had to refer a request for service to someone else. 谢