酒店英语实训unit 9 Handling Complaints
处理客户投诉酒店英语作文50词
处理客户投诉酒店英语作文50词Handling Customer Complaints in HotelsCustomer complaints are an inevitable part of running a hotel business. It is crucial for hotel staff to handle complaints effectively in order to ensure customer satisfaction and maintain a positive reputation. Here are some tips on how to handle customer complaints in hotels:1. Listen attentively: When a customer approaches you witha complaint, it is important to listen to them attentively and let them express their concerns fully. This shows that you care about their feedback and are willing to help resolve the issue.2. Apologize sincerely: It is important to apologize to the customer for any inconvenience they have experienced. A sincere apology can go a long way in diffusing the situation and making the customer feel valued.3. Empathize with the customer: Put yourself in the customer's shoes and try to understand their perspective. Empathizing with the customer can help build rapport and show that you are committed to finding a solution.4. Offer a solution: Once you have understood the customer's complaint, offer a solution that addresses theirconcerns. This could involve offering a refund, a complimentary service, or a discounted rate on their next stay.5. Follow up: After resolving the issue, follow up with the customer to ensure that they are satisfied with the outcome. This demonstrates that you value their feedback and are committed to providing excellent customer service.In conclusion, handling customer complaints in hotels requires effective communication, empathy, and a proactive approach to finding solutions. By addressing complaints promptly and professionally, hotels can turn a negative experience into a positive one and build customer loyalty.。
饭店服务英语
《饭店服务英语》教学大纲（旅游英语专业三年适用）一、课程的性质和目的（一）课程性质《饭店服务英语》是高等职业教育旅游服务类涉外旅游专业酒店管理方向的必修课程。
在涉外酒店管理专业中，本课是实用性较强的课程。
本课程介绍了在酒店业和餐饮业各种场景中的英语知识，并提供练习，帮助学生训练在涉外酒店工作中运用英语的各种技能。
（二）课程的总体教学目的和要求通过本课程的学习，使学生不仅能进一步提高英语基本能力，而且能系统地掌握有关酒店专业的基本知识和服务技能，体现较强的专业实用价值。
在学生已有的英语基础上，继续培养较强的旅游接待服务的听说和自我表达能力。
同时涵盖了英语运用于服务业的各项主要功能，如核实资料、给客人指路、介绍餐饮、提供建议、向客人致歉、了解两种语言文化差异，等等。
同时，在教学中注意加强实践环节，核对学生基本技能的训练和培养，学以致用，以符合高等职业教育应用型人才的培养目标。
二、课程内容本课程根据行业企业发展需要和完成职业岗位实际工作任务所需要的知识、能力和素质要求，以及学生可持续发展的需要选取教学内容。
本课程选用由肖璇主编，世界图书出版社出版的《现代酒店英语实务教程》以及由李秀斌主编，世界图书出版社出版的《现代餐饮英语实务教程》为基本教材。
参考教材为：《朗文现代酒店业英语》，外语教学与研究出版社出版。
课程以饭店的各个主要部分来划分，分为四大讲，它们分别是：饭店前厅部、饭店客房部、饭店餐饮部、饭店康乐健身部、以及饭店其它部门的服务，其中每大讲下面又包含了几个章节，如饭店的前厅部就包括了前厅预定服务、前台接待服务、前台问讯服务、大堂副理服务、前台结账服务以及前厅礼宾服务等几个章节。
三、理论教学内容总学时：64学时（一）CONCLUSIONPart I: A Brief introduction to HotelsPart II: Hotel ServicesChapter 1 Front DeskUnit 1 About Front DeskUnit 2 Room ReservationUnit 3 ReceptionUnit 4 ComplaintUnit 5 Check-OutChapter 2 HousekeepingUnit 1 About HousekeepingUnit 2 Showing the RoomUnit 3 Cleaning the RoomUnit 4 Laundry ServiceUnit 5 Room ServiceUnit 6 Other Housekeeping ServicesUnit 7 EmergencyChapter 3 Other ServiceUnit 1 TelephoneUnit 2 At the Recreation Center（二）Business CenterUnit 1 Secretarial ServicesUnit 2 Taking OrdersUnit 3 Convention ServiceUnit 4 Ticket Service（三）Restaurant ServicePart I Basic Knowledge of Food & Beverage IndustryChapter 1 Brief Introduction of Food & Beverage IndustryChapter 2 Basic Knowledge of Food & Beverage IndustryPart II KitchenPart III Food & Beverage ServiceChapter 1 ReservationChapter 2 Greeting & FarewellChapter 3 Taking OrdersChapter 4 Beverage ServiceChapter 5 Serving at the DinnerChapter 6 Banquet ServiceChapter 7 Bar ServiceChapter 8 Setting the BillChapter 9 Handling ComplaintsPart IV Special Restaurants三、实践教学内容课内实践教学设计课内实践活动主要由课内模拟情景对话组成，实践教学时数为24学时。
现代酒店英语实务教程 第3课：Complaint处理投诉
现代酒店英语实务教程第3课：Complaint处理投诉Unit 4 Complaint 处理投诉经典对话C=Front Office Clerk 前台服务员 G=Guest 顾客C：Good evening. Front Office . Can I help you?晚上好，这里是前台。
有什么能够为您效劳？G：This is Mrs. Stevenson, Room 1503. I’ve just checked in and I’m not happy with my room.我是 1503 房的史蒂文森太太，刚入住的，我对房间不满意。
C：May I know what is wrong?请问有什么问题吗？G：The room is smelly and there is someone’s hair on my bed! I didn’t expect such thinhs would happen in your hotel.房间有股难闻的气味，我的床上还有别人的头发！我没料到你们酒店会发生这样的事情。
C：I’m sorry to hear that. Mrs. Stevenson. I’ll send a housemaid to your room at once. She will bring air fresher and make up the bed again for you. We do apologize for the inconvenience.很抱歉有这种事情，史蒂文森太太。
我马上派一个服务员拿空气清新剂来，并且为您重新整床。
我们为给您带来不便道歉。
G：That’s fine. Thank you.好吧，谢谢。
C：You’re welcome, Mrs. Stevenson. My name is Simon, and if there is anything else I can do foryou, please don’t hesitate to call me .不客气，史蒂文森太太。
新职业英语1酒店英语--Unit 9
try to
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Unit 9 Laundry Service
Warming-up
Task 2 Below are signs for laundry. Please match
Reading
Sarah’s Place
3. Pick-up and delivery service Clients on Shamian Island (staying at the White Swan or Victory Hotel)—please call us or stop by Sarah’s Place, and we will pick up your laundry and deliver it back to you promptly. For clients not on Shamian Island (staying at China Hotel, South America Grand Hotel, etc)—We offer the same quick and reliable service. However, we advise you to please collect a large quantity of laundry. It’s a good idea for several families to request our laundry service at the same time. That way we can come by and collect many bags of laundry—in one trip. This cuts down on travel costs back and forth. For smaller, individual family laundry service orders, please consider paying the traveling expenses.
《饭店英语》课程标准
《饭店英语》课程标准一、课程性质《饭店英语》是旅游管理专业核心技能课程之一，它涵盖了服务员在向客人提供服务时的各项主要功能。
学生通过饭店英语口语认知学习、综合技能训练以及情景实践，逐步获得英语酒店服务交流技能和酒店环境中英语实操技能。
他能帮助学生获得就酒店业和餐饮业的实用英语，使学生能够运用英语沟通技巧去面对客户和工作，能够在高度竞争的酒店业立足。
本课程以“以就业为导向，以能力为本位，以学生为中心”为教学目标，通过课堂讲授、模拟训练、综合性实践等环节，培养学生分析问题和解决问题的能力，这对学生职业能力培养和职业素养养成起到主要支撑和明显的促进作用。
二、参考学时120学时；三、课程目标学生通过本课程的学习，可以应用良好的酒店英语口语交际技能在前厅部、客房部、餐饮部、康乐中心、购物拱廊等部门从事相应及相关服务与管理工作，能够正确运用交流能力独立解决各类实际问题。
四、设计思路（一）以培养学生职业能力为重点，设计课程“三步曲”：英语交际口语基础知识学习、酒店服务知识与技能学习、饭店英语应用本课程遵循旅游管理专业“宽、厚、活”人才培养模式，在学习酒店服务专业知识学习的基础上, 强化酒店英语知识与技能学习以及实际综合能力应用模块，通过大量的酒店英语情景模拟活动，提高学生在酒店各种环境下熟练运用英语知识和英语交际技能的能力，增强学生毕业后的择业能力和竞争能力，实现“饭店英语实践技能与英语交际口语技能并重”的互动模式。
（二）与行业企业合作进行基于工作过程的课程开发与设计该课程以突出职业教育为重点，以实际工作任务为驱动，按照酒店各部门工作步骤设计课程，立足培养学生在各种情景中的交际英语基本知识和交际实践能力，实现教、学、做一体化。
（三）课程设计充分体现了职业教育的职业性、实践性和开放性的要求1、课程设计充分体现职业教育的职业性学生的英语交流技能培养主要针对酒店各岗位，作为未来能用英语在酒店环境中从事服务工作岗位的学生，该课程能对他们胜任这些岗位提供必备的酒店英语口语交际技能和职业素质训练。
酒店英语900句第9章.doc
酒店英语 900 句第 9 章273.International hotel. May I help you? 国际大酒店，我能够帮您吗？274.I ’m putting you through，sir. I’m sorry，there no answer. Would you like to leave a message or to call back ’s？我给您接过去，先生。
对不起，没有人听电话，您是留言还是再打过来？275.Hold on ，please. I ’ll put you through to the information ？请别挂，我帮你转到前台问询。
276.I ’m sorry ，sir. But the manager I ’ll call you back when it is free.’s line is busy.对不起，先生。
经理电话占线，线路通时我给您打过来。
277.I ’ve got the manager’s office for you，sir. Theline is free.我已帮您接通了经理办公室电话，先生。
电话占线了。
278.This is the operator ，may I help you ？这是总机，我能够帮您吗？279.We have a computer wake-up service，please dial 5first and then the wake-up time.我们有电脑叫醒服务，请先拨5，然后拨叫醒时间。
280.Our computer will record the time and yourroom number. 电脑将记录下您的叫醒时间和房号。
281.Excuse me for asking but which country are youcalling ？对不起，请问您要往哪个国家打电话？282.Which country are you calling，please？请问您要哪个国家？283.Which city，please？do you know the city area code？请问时哪个城市？您知道区号吗？284.May I have the number，please？请问电话号码是多少？285.Could you please tell me the telephone number？请您告诉我电话号码。
关于入住酒店英语对话情景带翻译
关于入住酒店英语对话情景带翻译如果想要出国旅游，那就有必要学习一些常用旅游口语对话。
下面小编为大家带来旅游英语关于入住酒店英语对话，欢迎大家学习!Lily is making a phonecall to the front desk of Hilton Hotel to make a reservation for her traveling.莉莉正在给希尔顿酒店的前台打电话订房间。
Front Desk:Hello, this is Hilton Hotel. How may I help you?前台：你好，这里是希尔顿酒店，请问有什么可以帮您?Lily: Hi. I would like to make a reservation on this Friday.莉莉：你好，我想订一间周五的房。
Front Desk:OK. What kind of room do you want? We have single rooms, twin rooms, double rooms and suites available on Friday.前台：好的。
请问您需要什么样子的房间?周五有单人间、双人双床间、双人间和套间。
Lily:I want a single room with ocean view. Do you have one?莉莉：我想订一间带海景的单人间，可以吗?Front Desk:Let me check. Yes.前台：我看一下。
可以。
Lily:OK. I will take it.莉莉：好的，那我订这间了。
Front Desk:When do you check in? How long are you planning to stay? Do you have any special requirements?前台：请问您什么时候入住?打算住几天呢?有什么特殊要求吗?Lily:l guess I am going to arrive at 9:00 in the morning and I would like to leave at 2:00 in the afternoon on Sunday. Please give me a room away from the elevator. I hate noises while I am sleeping.莉莉：我想我应该周五早上9点入住，周日下午2点退房。
酒店实训英语
Get the following information from the guest
Confirm the reservation
1. The name of the guest or the group
2. The guest’s telephone number
Express your wishes
前台部经理 Front Office MGR.
房务总监 Room Director
预定 RESERVATION 礼宾 CONCIERGE 接待 RECEPTION 咨询 INFORMATION 总机 OPERATOR 大堂副理 ASSISTANT MGR. 收银 CASHIER’S COUNTER 商务中心BUSINESS CENTER
所需房间已被预定：Some other kinds of rooms. 6. 预定完成后：
We look forward to your arrival.
Practice One：Making an FIT Reservation
A: A reservationist B: A guest A: Good afternoon, Hilton Hotel, Room Reservation. How may I help
Practice Four：Canceling a Reservation
change the date of a reservation. A: How and in whose name was the reservation made? B: On internet and in my name. A: Please wait a moment. I’ll check it in the computer. Thanks for
《酒店英语培训》课件
Hale Waihona Puke Check out: Check out
Room Service
Dining Area: Restaurant Area
Check in: Check in
Receptionist: Front desk receptionist
Laundry Service
Checking in the guest
This involves completing the registration process, including collection identification documents, confirming the reservation details, and processing any payments
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Speaking clearly and politely: Use clear and polite language to communicate with guests, ensuring they understand and feel respected.
Active listening: Actively listen to guests' needs and questions, and provide responses to ensure smooth communication.
Order taking
Guests can order room service if it is available It is important to understand how to take orders, including the type of food and drink requested, the time they would like it delivered, and any specific instructions for the delivery person
酒店英语2_Unit 10 Complaints Handling
dissatisfied guest means a loss of potential future business
for the hotel, while a pleased guest leaves the hotel with a good memory of hospitality he has enjoyed and he is likely
to repeat his visit to the hotel.
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Unit 10 Complaints Handling
Reading
2. What are the proper procedures for handling complaints? Suggested Answers
The proper procedures for handling complaints are: (1) listen to the guest carefully (2) apologize (3) give explanations (4) offer help (5) take action (6) give feedback
complaints as well as compliments. Some of the complaints and criticisms are genuine, some are serious and some are
某酒店餐饮服务常用英语 - 制度大全
某酒店餐饮服务常用英语-制度大全某酒店餐饮服务常用英语之相关制度和职责，今天给大家分享酒店英语系列之酒店餐饮服务部常用英语,Ceasetostruggleandyouceasetolive.一、ReceivingaGuestinRestaurant餐厅款客服务1.Goodafternoon,sir.Welcometoour...今天给大家分享酒店英语系列之酒店餐饮服务部常用英语,Cease to struggle and you cease to live.一、Receiving a Guest in Restaurant餐厅款客服务1. Good afternoon,sir.Welcome to our restaurant.Do you have a reservation?下午好先生,欢迎光临我们餐厅,请问您有预订吗?2. How many people are there in your party?你们一共几个人?3. Would you please come with me?请您跟我来,好吗?4. Please step this way.这边请。
5. Will this table be all right?这张桌子可以吗?6. Would you like to sit near the windows?您是否喜欢靠窗坐?7. Where would you like to sit?您希望坐在哪?8. You can sit where you like.您可以随便坐。
9. Im sorry,that table is already reserved.对不起,那张桌子已经预订出去了。
10. Your table is ready now,sir. Thank you for waiting.先生,您的桌子已准备好了,谢谢您久等了。
11. We can seat your party now,sorry to have kept you waiting.我们现在可以安排你们就座了,对不起让你们久等了。
Unit 13 handle complaint1
Could I help you A: Good morning, sir. _________________? S: Yes, there is no hot water in the bathroom
A
Attendant
we apologize for that A: Oh, sorry, _____________________. Would you like me to send someone to fix it now ______________________________? S: Yes, I want to have a shower but I can not use it now. how about changing to another same suite instead? A: Then _________________________________ S: Sure, I would appreciate it. We will send you the key right now . A: ____________________________ S: What is more, the porter got me the wrong luggage. have the details about your luggage A: May I _____________________________? S: It is a black suitcase with golden circles. the mistake A: I am so sorry for ____________ we will look into the matter immediately _____________________________________. Thank you for that S: ___________________.
酒店英语学习情境一：前厅服务英语1-6 Handling the Complaints-精选文档-文档资料
Working Knowledge 工作知识(1)
• 1.When dealing with hotel complaints, you should keep the following tips in mind:
• • • • Listen attentively to the guest's problem. Apologize to the guest. Tell him what you are going to do. Tell him when you are going to do.
Activity
• 1. Look at the cartoon below and discuss it with your partner. 看下面的卡通漫画，然后与同伴讨论其相关的内容。
Useful expressions
• 3. Apologizing to guests and showing concern 表示歉意和关注 (1) I’m terribly sorry to hear that. (2) I apologize for this inconvenience. (3) I’m sorry. We must talk to the manager about it. (4) I’ll look into this matter at once.
within 5 minutes
Working Knowledge 工作知识(2)
• 2. The suggested ways in how to deal with complaints:
• • Say sorry to guests “I’m sorry to hear that” Show your attitude and take actions “ I’m terribly sorry, sir. I will look into the matter at once.”
最新新职业英语1酒店英语--Unit 9复习进程
Task 1 Write down the word under its
corresponding picture.
Suggested Answers
酒店英语
Unit 9 Laundry Service
１
Task 1 Write down the word under its
Suggested corresponding picture. Answers
A—waistcoat B—dress
C—suit
D—jacket
E—handkerchief
F—pajamas
G—sweater
H—scarf
酒店英语
Unit 9 Laundry Service
１
Task 2 Match each of the English expressions
1. drywicthleitasn CAhinese version. A. 干洗
Suggestmedatch
Answers
each sign with its corresponding
meaning.
Then try to add one more sign and its
meaning.
A—3 B—4 C—5 D—6 E—2 F—1
酒店英语
Unit 9 Laundry Service
新职业英语1酒店英语-Unit 9
酒店英语
Unit 9 Laundry Service
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1
Warming-Up
2
Reading
3
Listening
4
Speaking
5
Writing
饭店情景英语(第二版)课件：Handling Complaints 处理投诉
饭店情景英语
餐饮部
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Handling Complaints 处理投诉
IV. Tips for Service
8．如果仍无法让客人满意，将投诉上报主管处理。 Escalate the case to the superior if there is a deadlock in satisfying the customer. 9．将投诉内容详尽告知主管或相关人员。 Keep your superior and relevant parties informed of the complaint from the difficult customers. 10．当客人接受提议解决方案时表示感谢。 Express appreciation when the customer agrees to the recommended solution.
Well done beef tends to be tougher. 做得熟一点的牛肉是要绵一些。
This type of coffee does taste bitter. 这种咖啡口味是很苦。
This dish does take some time to prepare. 制作这道菜是要花些时间的。
饭店情景英语
餐饮部
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Handling Complaints 处理投诉
IV. Tips for Service
4．注重可商议事项，避开不相关联的事件甚至人身攻 击。 Focus on the negotiable issues rather than the irrelevant issues or personal attacks. 5．强调你能做什么，而不是你不能做什么。 Repeat on what you CAN DO, not what you CAN’T DO. 6．不和客人争论。 Don’t argue with the customer. 7．把握底线，灵活处理。 Know the bottom-line but be flexible.
酒店英语实务教程第3课：Complaint处理投诉
Unit 4 Complaint 处理投诉经典对话C=Front Office Clerk 前台服务员 G=Guest 顾客C：Good evening. Front Office . Can I help you?晚上好，这⾥是前台。
有什么可以为您效劳？G：This is Mrs. Stevenson, Room 1503. I’ve just checked in and I’m not happy with my room.我是 1503 房的史蒂⽂森太太，刚⼊住的，我对房间不满意。
C：May I know what is wrong?请问有什么问题吗？G：The room is smelly and there is someone’s hair on my bed! I didn’t expect such thinhs would happen in your hotel.房间有股难闻的⽓味，我的床上还有别⼈的头发！我没料到你们酒店会发⽣这样的事情。
C：I’m sorry to hear that. Mrs. Stevenson. I’ll send a housemaid to your room at once. She will bring air fresher and make up the bed again for you. We do apologize for the inconvenience.很抱歉有这种事情，史蒂⽂森太太。
我马上派⼀个服务员拿空⽓清新剂来，并且为您重新整床。
我们为给您带来不便道歉。
G：That’s fine. Thank you.好吧，谢谢。
C：You’re welcome, Mrs. Stevenson. My name is Simon, and if there is anything else I can do foryou, please don’t hesitate to call me .不客⽓，史蒂⽂森太太。
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(R=Receptionist
G=Guest)
R: (1) __R_e_c_e_p_ti_o_n_____. Can I help you?
G: Yes, This is Mrs. Rosenberg (2) _I_n_r_o_o_m___ 207. I
checked into my roomoor is all wet and there is no mattress. Then
there is no soap, no towers, not even toilet paper.
R: Oh, I’m sorry to hear that. We do (5) _a_p_o_lo_g_i_z_e___for the inconvenience. I’ll have the shower (6) __f_ix_e_d_______,
B：Anyhow，I'd like to change our room．
A：No problem，sir．We‘ll manage it， (4) _w_e__d_o_n_'t_h_a_v_e__a_n_y_s_p_a_r_e_r_o_o_m__to_d_a_y_．____ (但是我们今天没有空房了。) Could you wait till tomorrow？
is clogged and when I flushed it overflew. R: Oh, dear, we are terribly (8) ___s_o_rr_y__ for all this
mess. You see the hotel has just opened and the kink’s haven’t been worked out yet. Besides we are also terribly understaffed. So if you please get your luggage ready we will move you to (9) _a_n_o_th_e_r_r_o_o_m__. I’ll send a porter up to your room and help you with the luggage. G: Thank you. R: (10) _Y_o_u_a_r_e_w__e_lc_o_m_e__. That is really the least we should do for you.
R: Yes1, .isCeovmerpyltehtiength(e3)fao_l_lll_ori_wg_hi_nt _g_diinalyooguureroboymp, uMttrisn.g in Rosentbheergm?issing words.
G: Well no. First the bathroom is in a total mess. The (4) ___sh_o_w__e_r ___ doesn’t have hot water and the tub is just
2(.可Co以m为p我let换e 一th个e f房ol间low吗i？ng) dIti'saltoogouneobisyy．traMnyswlaitfienwg as wthoekeCnhuinpesseeveinratol tEimnegslibsyh.the noise the baggage elevator made．She said it was too much for her．
the tub cleaned, the floor dried and the toilet items sent
to (7) _y_o_u_r_r_o_o_m__immediately. G: That’s not all. The worst thing is that the water closet
B：All right．I hope we'll be able to enjoy our
stay in a quiet suite tomorrow evening and have a sound sleep． A：Be sure．I‘ll make a note of that．Everything will be taken care of. (5) _A_n_d__if_t_h_e_re__is__a_n_y_th_i_n_g_m__ore __yo_u__n_e_e_d_，__p_le_a_s_e__le_t_u_s_k_n_o_w__．____________ (有任何其它需求请通知我们。)
A：I‘m awfully sorry，sir．I do apologize． (3) _R__o_o_m__9_0_8_i_s_a_t_t_h_e_e_n_d__o_f _th_e__co_r_r_id_o_r.__ (908房间在走廊的末端。) It's possible that the noise is heard early in the morning when all is quiet．
酒店英语实训unit 9 Handling Complaints
Exercise in Class
Task 1 Talking Face to face Task 2 Maintaining a Sharp Eye
Exercise in Class
Passage One Passage Two
Put in Use
Put in Use
A：Good morning，sir．(1) _W__h_a_t_c_a_n__I _d_o_f_o_r _y_o_u_？___ (有什么需要帮忙的吗?)
B：I‘m Bell．I’m in Room 908． (2) __C_a_n__y_o_u_c_h_a_n_g_e__th_e_r_o_o_m__f_o_r _m_e_？______