酒店房务英语课件韩东红 ISBN9787566301130 PPTModule 8.pptVIP

《 酒店房务英语》 Module Eight Handling Complaints leading-in Situational dialogues Pattern Drills Role play Policies and Procedure of Handling Guest Complaints Reading— Have You Ever Made Complaints at a Hotel Module Eight Leading-in Please think carefully and try to answer the following questions: ■ What do the guests usually complain about the hotel service? (about reception, mini-bar, laundry, bill, etc.) ■ What qualities are basically required for handling complaints? (patience and nice communicative skills ) 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.  Situational dialogues 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.   Pattern drills 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