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酒店基础英语3. SeriousComplaints?Ifaguesthasaseriouscomplaint,listenattentivelytotheguest’sproblem.Thensay,“I’msorry,Sir.PleasetakeaseatandI’llcallmyManagertohelpyou.”EnsurethatyoupassallthedetailsontoyourManagersothattheguestdoesnothavetotellhisstoryagain.I.Leading-inPREV.NEXT酒店基础英语4. SmallComplaints?Youcanturnanunhappyguestintoasatisfiedonebytakingthefollowingsteps.Step1Listenattentivelytotheguest’sproblemandifnecessaryclarifywiththeguestsothatyouunderstandtheexactcomplaint.Step2Apologizetotheguest.Step3Tellhimwhatyouaregoingtodo.Step4Tellhimwhenyouaregoingtodoit.I.Leading-inPREV.NEXT酒店基础英语4. SmallComplaints?So,youmayhandlesmallcomplaintsbysaying:I.Leading-inPREV.NEXTAPOLOGYACTIONTIMINGI’msorry,Sir.I’llcallHousekeepingimmediatelyI’mverysorry,Sir.I’llchangeitatonceI’msorry,Sir.I’llfetchtheshampoowithin5minutes酒店基础英语5. RememberSomecomplaintscanbeprevented.Ifyouknowthataguesthasbeenwaitingforsometime,youcouldsayforexample,“I’msorrytokeepyouwaiting,Madam.Yourmealwillbereadyverysoon.” Whenitdoesarrive,youcouldsay,“Iamsorryforhavingkeptyouwaiting(forsolong),Madam.Pleaseenjoyyourmeal.”I.Leading-inPREV.BACK酒店基础英语G:Excuseme,whyhasmyroomnotbeencleanedtoday?Itisverydirty.C:Iamsosorry,Sir.I’llcallHousekeepingandseetoitstraightaway.G:Ishouldhopeso.C:Again,myapologies,butitwillbecleanedverysoon.G:Thankyou.C:You’remostwelcome.II.Dialogues1BACKNEXT(C:ClerkG:Guest)酒店基础英语(C:ClerkG:Guest)G:Whyhaveyoubroughtmeabeerinsteadofthebill?C:Iamverysorry,Sir.Iwillfetchyourbillimmediately.……C:Sorryforhavingkeptyouwaiting,Sir.Hereisyourbill.II.Dialogues2PREV.NEXT酒店基础英语(C:ClerkG:Guest)G:Iamtryingtofindoutthep
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