1、酒店英語學(xué)習(xí)情境一：前廳服務(wù)英語16HandlingtheComplaints精選酒店英語學(xué)習(xí)情境一：前廳服務(wù)英語16HandlingtheC學(xué)習(xí)任務(wù): 處理投訴 Name : EllenJob: OperatorResponsibility: To answer hotel phones and deal with guests problems.學(xué)習(xí)任務(wù): 處理投訴 ContentsLearning Objectives 學(xué)習(xí)目標(biāo)1Working Procedures 工作程序2Working Knowledge 工作知識 3Hotel Task 酒店任務(wù)45Words and Expre

2、ssions6ActivityContentsLearning Objectives 學(xué)習(xí)Learning Objectives 學(xué)習(xí)目標(biāo)After finishing this task, you should be able to: Understand guests complaints Offer the solutions to the problems in the hotelLearning Objectives 學(xué)習(xí)目標(biāo)After Working Procedures 工作程序 Listen to the details of the complaints 仔細(xì)聆聽投訴細(xì)節(jié)Un

3、derstand the guests feelings 理解賓客的感受Apologize for the problem 為出現(xiàn)的問題道歉Repeat the complaints 復(fù)述投訴Call the related department 致電有關(guān)部門Ask for the result 詢問結(jié)果Working Procedures 工作程序 Working Knowledge 工作知識(1)1.When dealing with hotel complaints, you should keep the following tips in mind: Listen attentive

4、ly to the guests problem.Apologize to the guest.Tell him what you are going to do.Tell him when you are going to do. ApologyActionTimingIm sorry, sir.Ill call Housekeeping.immediately.Im very sorry, sir.Ill change it.at onceIm sorry, sir.Ill fetch the shampoowithin 5 minutesWorking Knowledge 工作知識(1)

5、1.WheWorking Knowledge 工作知識(2)2. The suggested ways in how to deal with complaints: Say sorry to guests “Im sorry to hear that” Show your attitude and take actions “ Im terribly sorry, sir. I will look into the matter at once.” Working Knowledge 工作知識(2)2. ThHotel Task 酒店任務(wù)Suppose you are Ellen, now

6、youre going to handle the guests complaints. Please perform the task according to the hints below with your partner.角色A: 你是1608號房間的Brown太太，你等了20分鐘，行李還未送到房間，你打電話給總機投訴。角色B: 你是前臺總機Ellen, 你向Brown太太道歉，并表示馬上調(diào)查這件事。Hotel Task 酒店任務(wù)Suppose you areWords to know apologize /apology vi./n. 道歉 inconvenience n. 不便

7、assure vt. 保證 happen vi. 發(fā)生 bring vt. 帶來matter n. 事件，問題 look into 調(diào)查 right away 馬上 apologize for 為道歉Words to know apologize /apoloUseful expressions1. Understand Guests problems 理解客人的投訴問題 (1) There is no hot water/water boiler. (2) The room is in a mess/too noisy. (3) The window curtain is full of d

8、ust. (4) The pillow cases are stained. (5) The bathtub/water closet is dirty.Useful expressions1. UnderstanUseful expressions2. Offering solutions 解決問題 (1) Ill send someone up right away. (2) Ill see to it immediately. (3) Ill contact housekeeping now. (4) Ill get someone to bring some up at once.Us

9、eful expressions2. Offering Useful expressions3. Apologizing to guests and showing concern 表示歉意和關(guān)注 (1) Im terribly sorry to hear that. (2) I apologize for this inconvenience. (3) Im sorry. We must talk to the manager about it. (4) Ill look into this matter at once.Useful expressions3. ApologiziActiv

10、ity 1. Look at the cartoon below and discuss it with your partner. 看下面的卡通漫畫，然后與同伴討論其相關(guān)的內(nèi)容。 “ I know you said this is a four star hotel. But I didnt expect to see them through a hole in my ceiling.What is the complaint about?_How to deal with it?_Activity 1. Look at the cartoo2. Look at the log below

11、. Discuss with a group what a hospitality worker should do to help resolve each of the guest complaints. Write your answers on the Complaints Log. 看下面的工作日志。組成小組討論一個熱情好客的員工應(yīng)該如何幫助解決每個客人抱怨的問題，把你們的答案寫在抱怨日志上。Room NumberGuest ComplaintAction Taken203408602312521Sheets on the bed werent changedToilet doesnt flushRoom is too smallRoom service didnt arriveMistake on billCalled housekeepingActivity 2. Look at the log below. DiscBasic Guidances 處理投訴的基本指引用您的耳朵及眼睛，但不用口 Use your ears and eyes, not your mouth保持正面及冷靜 Stay positive and cal