酒店服务英语(第二版) 教学课件Project 8 Handling Complaints at F

ENGLISH FOR HOTEL SERVICE
Reading
21世纪高职高专规划教材·旅游与酒店管理系列
Task 1 Read the following passage and interpret it from English into Chinese.
No Water Recently (June 20th to be exact), my h停usba水nd and I spent a night at Room 1134 of the I最nte近rn（at确ion切a的l G说ue是st6H月ot2e0l.日W）e ，re我ser和ve我d丈a 夫roo在m国a际nd宾w馆er1e1n3o4t室to住ld宿of一a夜ny。pr我ob们le预ms订. 了Ho一we个ver, a房s s间oo，n并as且w没e有ar被riv告ed知a房t t间he存h在ote任l 何we问w题er。e 然inf而or，me当d我th们at到th达er酒e 店wo，ul我d b们e被no告w知a，ter由fr于om城11 p市.m施. t工o ，4 从a.m晚.上du2e3点to到cit第y 二wo天rk4. 点In将fa会ct停, t水he。w事at实er 上wa，s直no到t t第ur二ne天d 晚ba1c2k点on也u没nt有il 1恢2复p.供m水. th。e n我ex明t d白ay，. 这No不w是, I酒u店nd所er能sta控nd制t的ha;t 然th而is ，wa酒s 店no在t 2so0m日e之thi前ng就t知ha道t t问he题h的ot存el 在ha，d 证m明uc是h 他co们ntrol o将ve信r; 放ho置w在ev每er,间th客e 房ho。te我l w心as烦a意wa乱re的o是f t，he我p们ro在ble这m之w前el预l b定ef房ore间t时he，2没0th有, 被as告ev知id这en个ce问d 题by。a le我tt希er望th当ey我h预ad订pl房ac间ed时in，e能ve够ry被ro告om知.无W法ha开t I启a水m槽up或se马t w桶it冲h 水is ！th作at 为we一w名e优re 悦no会t i会nf员orm，e我d of th希is望p能rob够le被m告w知he影n 响we到r住es一erv个ed酒t店he的ro因om素，ah提ea前d 被of告tim知e这. T样h的e i问na题bil，ity我to将t不ur胜n o感n激th。e 最sin后k ，or to我f希lu望sh从th贵e 公to司ile得t i到s s关om于e此th事in件g t的ha回t 应I w。ant to be informed of when I reserve a room at a hotel! As a Priority Club member, I expect to be informed of something that affects a stay in one of your hotels so greatly, and I would appreciate being informed of such a problem ahead of time. At the very last I would like a response from your company regarding this incident.
4.How to apologize to the guest properly?
You should listen to the guests’ comments carefully, try to find the cause for complaint. Then you should inform the duty manager immediately, after confirmed with the duty manager, told the guests the situation.
2.If a guest complains the dishes are badly cooked at your hotel, what are your responses?
Apologize immediately, change the dishes immediately, inform the duty manager and executive chef, inform the guest to the time required for remaking, confirm the changing menu to meet the requirements, check satisfaction
ENGLISH FOR HOTEL SERVICE
21世纪高职高专规划教材·旅游与酒店管理系列
New Word and Expressions
chipped hreadbare rickety overcooked tattered trug safe
有豁口的 破旧的，穿旧的 散架的，不稳固的 烹制过度的 破烂的，衣衫褴褛的 毯子 保险箱
● understand the main causes of guests’ complaints ● know how to reduce guests’ complaints ● know how to apologize to guests ● know how to keep potential future guests
broken safe
_____D
overcooked meat _____A
ENGLISH FOR HOTEL SERVICE
21世纪高职高专规划教材·旅游与酒店管理系列 Task 2 Match the English expressions with the Chinese.
1.chipped cup
3.If a guest complains that his money was stolen in the room while he is staying of your hotel, what will you do?
You should help the guest register at the front desk, and write down the specific characteristics of the purse and the items inside
ENGLISH FOR HOTEL SERVICE
21世纪高职高专规划教材·旅游与酒店管理系列
Task 2 Read the following passage and tick off the methods to reduce your customers’ complaints.
In dealing with complaints, the hotel staff should always be polite and helpful. However, it is not easy to always be nice, especially when the guest is unfriendly and rude, but with good training and a lot of practical experience with guests, everyone can master the art of being nice to guests.
Project 8 Handling Complaints at Front Desk
Hotel Service English
21世纪高职高专规划教材·旅游与酒店管理系列
Project 8 Complaints Handling
Project Goals: After studying this project, you will be able to:
Here are some solid recommendations to help you reduce your customers’ complaints. 在T处ra理in投yo诉ur时s，taf酒f t店o 的ide工nt作ify人c员om应pl该ain总ts是. T彬h彬ey有sh礼ou，ld乐le于ar助n 人tha。t 然all而th，at这is是re不qu容ir易ed为is客a人sy所m注pa意th到eti的c e，a尤r a其nd是a p当ro客mi户se不th友at好th和e 态er度ror粗w鲁ill时no，t 但oc具cu有r a良ga好in的. O训th练er和ti大me量s,的a实m践or经e s验ol，id 每ge个st人ure都o可r s以ol掌ut握ion的m顺a着yb客e r人eq心ui理re的d, 艺su术ch。 a这s a里c有om一p些lim固en定ta的ry建b议rea，kf以as帮t o助r 您a f减ru少it 客ba户sk的et.投诉。 培S训ta你y 的qu员iet工a鉴nd定l投ist诉en。to他e们ve应ry该th学ing习w的h是en需th要e有gu一es双t 同is 情co的m耳pla朵in，ing并. 承Do诺n错ot误in不te会rr再up出t h现im。, 其as他th时is候w可ill能gi需ve h要im一th个e更im坚p实res的si手on势th或a解t y决ou方d案o，no如t 免co费ns早id餐er 或hi一s p篮ro水bl果em。important. If you have any questions, leave them u保nt持il h安e 静ha，s 听fin客ish人ed所t抱ell怨ing的h一is 切ex。pe不rie要nc打e.断他，因为这会给他留下你认为他的问题不是很重要的印象。如果您 有A任n何oth疑er问i，de保a 留is 他to们re，so直lv到e 客yo人ur讲c述us完tom他e的r’s遭c遇om为p止lai。nts before he makes it. In many instances, staff can id另en一ti个fy 办a p法ro是bl在em问b题ef出or现e 前it h解as决c客om人e的to投th诉e。at在te许nti多on情o况f t下he，cu工st作om人e员r. 可以在客户关注前识别问题。 针K对ee难p以a 应sp付ec的ial客re户co要rd做o一f d个iff特icu殊lt记c录us。to服me务rs他. M们a要ke在su每re一t个he细ne节x上t t特im别e t仔he细y ，br确ing保t下he一ir 次bu他sin们es给s 能to你yo带u来th业ey a务re。treated particularly carefully, with an eye on every detail.
a. 煮 的 过 久 的 / 焙烧过度的花生
2. overcooked peanuts b. 散架的椅子
3. tattered curtain
c. 破旧的毯子
4. stained carpet
d. 有污点的地毯
5. threadbare rug
e. 有豁口的杯子
6. rickety chair
f. 破烂的窗帘
ENGLISH FOR HOTEL SE世纪高职高专规划教材·旅游与酒店管理系列
Task 1 Match the expressions with the related pictures.
spilt juice running faucet
_____B ____C_
1.What aspects will the guest complain at?
Guest complaints can be classified into 4 kinds: complaint about equipment, complaint about service attitude, complaint about hotel service quality, and complaint about unexpected events.
ENGLISH FOR HOTEL SERVICE
21世纪高职高专规划教材·旅游与酒店管理系列
Task 3 Suppose you are the clerk of the hotel. Please consider the following questions before you go to the next section.