饭店情景英语 (7).pptVIP

Chapter Two Housekeeping Service Unit Three Settling Guests’ Complaints Lead in ①listen carefully ②ignore it ③make an excuse ④make explanation ⑤quarrel with the guest ⑥make sincere apology ⑦feed back in time ⑧be perfunctory How to deal with guest’s complaints? √ √ √ √ Think As a room attendant, what would you say when your guest complain that: ---the room is not clean? ---something is not working in the room? ---the room is too cold/hot/noisy? ---the guest’s belonging was stolen? Useful Expressions 1. I’m not satisfied with your cleanliness. 我对你们的清洁工作