酒店英语教案第9讲

第9 讲

一、名称：Complaints and Claim

二、教学时数：2

三、教学目的: How to make the complaints

how to solve the complaints

四、重点和难点：

重点：some useful sentences

难点：To make situational dialogues with the sentence patterns

五、教学方法和手段：

方法：Task-driven method

手段：teach;Q & A; Discussion;role-play

六、教学内容及时间安排

1.reference words

2.secen dialogues

3. other useful expressions

4. role-play

Dialogue two Non-delivery of an Order

R: Room Service speaking. What can I do for you?

G: I ordered my breakfast last night for today 8 a.m., but it hasn’t arrived yet.

R: I’m sorry, sir. Did you order by phone or by the reservation card?

G: By the reservation card.

R: I see, sir. At what time did you leave the card on the door?

G: Well, it was about 1 a.m.

R: I’m sorry to tell you that all reservation cards are collected at 12 midnight. No reservation card will be accepted after that. It is written clearly on the reservation card.

G: Well, OK. Could you send a breakfast to my room now?

R: I’m afraid you may have to wait 30 or 40 minutes at this time, sir.

G: Then where can I have breakfast as soon as possible?

R: The restaurant and coffee shop both serve breakfast at this time.

G: I’ll try there. Thank you anyhow.

R: You are welcome, sir.

Useful expressions for guests to make complaints

1.我要投诉

•I ’ m afraid I have a complaint.

•I have a complaint to make .

•I have something to complain about.

•Make a complaint (投诉）

2.设备问题

•My air conditioner in my room is not working.

•The television is out of order.

•The telephone doesn’t work.

•Out of order

• The door to the private bathroom won’t lock.

• The air conditioner doesn’t work.

• Excuse me, but there's a problem with the heating in my room.

3.浴室问题

•There is no hot water.

•The water closet is clogged and when I flushed it, it overflowed!

•There are no toiletry items in the bathroom.

• The toilet doesn't flush properly.

•There is no (没有，缺少······）

4.房间问题

•The pillows are too hard.

•The curtains in my room are full of dust.

•The room next door is too noisy and it is giving me a headache.

• Can you change the room for me? It's too noisy．

• The light in this room is too dim．

• I'm afraid I have to make a complaint. Some money has gone missing from my hotel room.

• I'm afraid there's a slight problem with my room - the bed hasn't been made.

•Be full of(充满······）

5.房务抱怨

•The room attendant did not come this morning ,and the room is filthy.

•The carpet has not been vacuumed for three days.

•The sheet need changing.

•Need doing (需要······）

Useful expressions for managers/receptionists/attendants to handle complaints

1.询问情况

• What’s the trouble, sir?

• Can you tell me what the matter is?

• What seems to be the problem, sir?

2.表示歉意

• I’m terribly sorry to hear that.

• We might have overlooked some points

• I’m sorry. It’s the hotel policy. I hope you will understand.

• I’m sorry to hear the news. We do apologize for the inconvenience.

3.立即处理

I’ll attend to this right away.

• I’ll have the maintenance man come in and take a look at it.

• We’ll look into the matter immediately. Thank you f or telling me.

• I’ll make a note of that. /I’ll take that down. Everything will be all right/taken