Project5Complaints01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行業(yè)PPT模板/hangye/06SupplementaryReadingWordsandExpressionsmessy adj. 凌亂的spare adj. 空余的awfully adv. 非常;很;十分terrible adj. 糟糕的;極其嚴(yán)重的horribleadj.可怕的;糟糕的;討厭的inconvenience n. 不便dim adj. 黯淡的;昏暗的obviously adv. 明顯地;顯然地imagine v. 想象reputation n. 名譽(yù);名聲compensate v. 賠償;彌補(bǔ)promise v. 許諾;保證highlight v. 照亮;使顯著routine adj. 常規(guī)的;例行的damage n. 損害;傷害emphasize v. 強(qiáng)調(diào);著重explanation n. 解釋differentiate v. 區(qū)別positive adj. 樂(lè)觀的;積極的negative adj. 否定的;消極的frustrated adj. 懊惱的;沮喪的responsible adj. 負(fù)責(zé)的sympathy n. 同情（心）;同感beawareof 明白toone’ssatisfaction 令人滿(mǎn)意beinclinedto 傾向于UsefulExpressions1.

Thereisnohotwater.2.

Theroomisinamess.3.

Theroomistoonoisy.4.

Thewindowcurtainisfullofdust.5.

Thepillowcasesarestained.6.

Thebathtubisdirty.7.

ThewaterclosetiscloggedandwhenIflushedit,itoverflowed.8.

Therearenotowels/toiletryitems/toiletpaperinthebathroom.9.

Mynecklace/watch/walletwasmissing.10.

Getmeyourmanager!11.

I’mterriblysorrytohearthat.12.

Wearesorryforwhathashappenedtoyou.UsefulExpressions13.

Wemighthaveoverlookedsomepoints.14.

Therecouldhavebeensomemistake.Idoapologize.15.

I’mterriblysorryforhavingcausedyoutheinconvenience.16.

Wedoapologizefortheinconvenience.17.

I’llattendto/takecareofthisrightaway.18.

I’lllookintothismatteratonce.19.

I’lldealwithitpersonally.20.I’llsendaroomattendanttoyourroomimmediatelytohelpyou

lookforitagainthoroughly.21.

Ourmanagerisnotintheofficenow.ShallIgetourassistantmanagerforyou?22.

Iwillsendabellmantohelpyouwiththeluggage.23.

Toexpressourregretforallthetrouble,weofferyoua10%discount

ofyourroomchargeandcomplimentaryflowers.UsefulExpressions24.

ShallIcallthepoliceforyou？25.

Iwillspeaktoourmanageraboutit.26.

Excuseme,pleasegiveme5minutestosolvetheproblem.27.

Inthemeantime,wouldyouliketoreturntoyourroomfirst?IwillcallyouonceIhavetheanswer.28.

Sorrysir.Itmaytakeabout10minutestofixtheproblem.29.

Pleasewaitamoment.Iwillhavemysupervisor/managerhelpyousolvetheproblem.30.

Iwillreporttomymanagerrightawayandhavehimgiveyouareplypersonally.31.

Thisisreallytheleastwecandoforyou.32.

I’llmakesureitdoesn’thappenagain.33.

It’sobviouslyourmistake.34.

We’llreimburseyouforthedamagedlaundryaccordingtoourhotelpolicy.StandardOperationProceduresofHandlingComplaints1.Listencarefully;2.Apologize;3.Showyoursympathy;4.Takenotesandwritedownthekeyfacts;5.Telltheguestwhatcanbedoneandofferchoices;6.Takeanaction;7.Keepfeedback.Scene1:RoomProblemsA:Goodmorning,GuestServiceCenter.Lindaspeaking.HowmayIhelpyou?G:Yes.Yourrefrigeratorintheroom.Ican’tsleepthewholelastnight.IpaidRMB600pernight,butIdidn’thaveagoodrest.Ineveratafive-starhotelbefore.Iwantatleast30%discountoffmyroom!A:I’mterriblysorrytohearthat.MayIhaveyourroomnumber?G:Room808.A:I’mverysorryaboutthat,Mr.Foster.FirstI’llcallourroomattendanttorightnow.Ifyoutolduslastnight,wewouldhavetakenquickactionthen.Andwewillalsosendacomplimentarytoyourroomtoapologizeforthat.FortheroomdiscountI’llaskourdutymanagertotalktoyou.Willthatbeallright?G:Okay.Ithinkatleastyoushould.A:Certainly,Mr.Foster.Iwillforwardyourrequesttothereceptiondeskandtheywillarrangethatforyou.A:AssociateG:Guest下一頁(yè)makesalotofnoisehadthisexperiencechangetherefrigeratorfruitbasketchangemyroomScene2:AllergiestotheSmellA:Goodmorning,Housekeeping,HowmayIhelpyou?

G:Yes,please.Thisroomisquitecozy.Butthatrugmight.Ikeptsneezing.Ihavesensitiveallergies.A:Oh,I'msorrytohearthat.Butdon'tworry,ma'am.We’llremovetherugatonce.Thenwe'llgiveatoyourroom.I'msureyouwillfeelbetter.G:That'sgreat,thankyou.Bytheway,couldIhaveanextrablanket?Ifeltalittlebitcoldlastnight.A:Noproblem,ma’am.I'llbringablankettoyou

rightafterIfinishcleaning.G:Thankyou.A:Yourroom,ma'am.AnythingelseIcandoforyou?G:Nomore.Thanksfortheexcellentservice.Here'satipforyou.Pleasekeepit.A:Thankyouverymuch,but.I'llberightbackwithyourblanket.Pleasedon'thesitatetoletmeknowifIcanbeofanyhelp.A:AssociateG:Guest上一頁(yè)havegivenmeproblemsthoroughcleaningismadeupnotipsinChinaScene3:DidNotKnockA:Goodafternoon,GuestServiceCenter.HowmayIhelpyou?G:Iwanttocomplain!Justnowyourroomattendantopenedthedoorwithout.Itisveryimpolite.IfeeltheroomI’mstayinginisunsafeandisnotprivate.Yourhotelshouldpaymebackmybecauseoftheofyouremployee.A:IsMs.LeeinRoom908?I’mawfullysorry,Ms.Lee.IwillinvestigatethiscaseandassoonasIcan.DM:(Twominuteslater)Goodafternoon,Ms.Lee.I’mtheDutyManagerRaymond.Idoapologizeforwhathappenedtoyoubecauseofour.Ihavediscussedwithourexecutivehousekeeperandwewillgiveyouadinnercouponvalued.Ihopeyouwillenjoyitinourrestaurant.Wewillguaranteethatsuchthingswillnothappenagain.Thankyouforyourunderstanding.A:AssociateDM:DutyManagerG:Guest下一頁(yè)knockingatthedoorrudeactiongiveyoufeedbackroomattendant’scarelessnessatRMB200PracticeTheguestiscallingtocomplainthatthereisapaintodorinyourroom.Itgiveshimaheadacheandhehastochangeroom.YouaretheGuestServiceAssociate.Youapologizefirstandexplainthatthehotelhasbeenredecoratedrecently.Task1Makeupconversationsaccordingtotheinformationprovidedbelow:Theguestlostherdiamondnecklaceinthehotel.Shethinkstheroomattendantmightstealitandwanttoturnthemattertothepolice.Themanagerdealsthecomplaint.Atlast,theHousekeepingreportsthatthenecklaceisfoundinthepocketofthelaundry.Task2SupplementaryReadingTipsforHandlingComplaintsOnlywhenhe/sheputshimself/herselfintheguest’sshoes,canhe/shelookattheproblemfromtheotherperson’sperspective.Andonlywhenthestaffmembercanlookattheguest’sproblemintheguest’sway,canhe/shebereadytosympathizewiththeguest.Afterthatthestaffmembershouldtakeactionsquicklytoremovethecomplaint,eitherbymakingpolite,patientanddetailedexplanations,ormakingswift,effectivecorrectionsandremedies,orreportingthecomplainttoasuperior.Butwhateverhe/sheintendstodo,hemustkeeptheguestinformedofthemeasuresoractionsheplanstotakeandwhenhe/shewillca