大连理工大学出版社
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W: Wait a moment, and let me check it. I am sorry, sir, I just checked your room rate. The package for this room rate only includes one breakfast. Would you like to pay RMB 60 yuan more on your room rate to get two breakfasts? Or you can eat there, and pay cash or sign the bill in the restaurant for one breakfast. G: W: OK, we prefer to increase our room rate a little bit and get one more breakfast. No problem, please sign your name on this form. Now your room rate per night is RMB 820 yuan plus 15% service charge. Here you are.
After learning, you should be able to: 学完后，应该掌握： ◆ handle guests’ complaints about food and beverage 处理客人对食物和酒水的投诉 ◆ handle guests’ complaints about room reservations, cleaning, facility, security, service and etc. 处理客人对房间预订，清洁，设施，安全，服务等方面的投诉 ◆ handle miscellaneous complaints 处理其他项目的投诉
1 2 3 4
Handling Guests’ Complaints Meeting and Banquet Services
Health and Recreation Services
Shopping Services

大连理工大学出版社
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Task 1 Handling Guests’ Complaints 处理客人投诉 工作任务一 Task Objectives 任务目标
LOGO
实用阶梯英语
酒店英语项目实训指导书

Diagram
Program 1
Program 2
Program 3
Program 4

大连理工大学出版社
Front Office
Other Comprehensive Trainings 项目四 其他综合训练
大连理工大学出版社
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情景实训
Role play A guest makes the complaints about the poor room facilities and bad services to the Front Office. She asks for the discount of the room rate. The receptionist gets the manager to talk with the customer.

大连理工大学出版社
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R: I will ask our Duty Manager to check our phone records and give you feedback very soon. (After 10 minutes. The Duty Manage found out the crank call was from an internal customer. He made several calls to different rooms in the hotel , so the Duty Manager informed the security to investigate. The Duty Manage calls back to the guest.) DM: Good evening, Mr. Smith. We have already checked the operator system. The crank call was from another room, and our security people already investigated. I am sorry to bring you trouble. From now on you don’t need to worry. I hope you have a good sleep. Good night! G: Thank you, good night.
大连理工大学出版社
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词汇与表达
breakfast coupon package n.
早餐券 包厢价

大连理工大学出版社
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情景实例二 Scene: A customer complains to the Reception Desk about getting the crank call at night. (R=Receptionist, G=Guest, DM=Duty Manager) R: G: Good evening, sir, how may I help you? Yes, I just received an annoying call asking me if I need a massage. I was already sleeping. Why did your operator put through strange phone calls to my room? R: G: I am sorry, sir. May I have your room number and name please? My name is Matthew Smith, and room number is 1502.
大连理工大学出版社
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Sub-task 1: Handling the Complaints When Checking Out 子任务一 处理顾客离店结账时的投诉 情景实例一 Scene: At 8:30 a.m., Mrs. Sean checks out at the Reception Desk. She complains about the facilities and the services to the Front Office staff. （R=Receptionist, G=Guest） R: Good morning, madam!Checking out today? I hope you have had a pleasant time． G: No, I haven’t． I am not happy with this hotel’s services． My room was uncomfortable and the staff was very slow． R: I am so sorry about this, madam． G: Yes, I would like a discount on my bill． R: Please wait a minute while I call my manager．
大连理工大学出版社
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情景实例二 Scene: Mr. White checks out at the Reception Desk. When the room attendent checks the room, she finds two bath towels are missing. (R=Receptionist, G=Guest, DM=Duty Manager) R: Excuse me, Mr. White, but have you seen two bath towels from the bath room? G: Sorry, I can’t remember. R: Our room attendant entered your room, and she couldn’t find your towels. I am sorry to tell you, Mr. White, we need to charge you RMB100 yuan for the two towels. G: No way!I didn’t take your towels, why do you charge me? Do you think I stole your towels? I can show you my bag!

大连理工大学出版社
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词汇与表达
complaint uncomfortable discount Duty Manager bath towel account for item
n. a. n.
抱怨 不舒适的 折扣 值班经理 浴巾 负责
n.
物品


大连理工大学出版社
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G: I’ve already told your staff I didn’t take them, and I don’t know where I put them. DM: OK, no problem. We always trust our guests, but it is our job to account for all the items in the room. G: DM: G: DM: So how much should I pay for my final bill? We will print it and show you. Please don’t worry, Mr. White. We will not charge you. Of course you will not. Thank you, Merry. You are welcome.