酒店英语综合教程（第二版）PPT课件Unit 9 Dealing with Complaints.pptVIP

Unit 9 Dealing with Complaints Comprehensive Hotel English Unit 9 When dealing with complaints, hotel staff is supposed to listen carefully and not to make any comments. Then they should go all out to remove the complaints quickly, either by making polite, patient, and detailed explanations, or by making swift, effective corrections and remedies, or by reporting the complaints to a superior. In the meantime, hotel staff should keep guests informed of the measures or actions that they are going to take. Unit 9 Dialogue 1 Complaining about Room Conditions Dialogue 2 Something Wrong with