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1、学习情境三：客房服务英语,学习任务: 解决问题,Name : Annie Job: Room Attendant Responsibility: To solve the problems in the hotel rooms and report it to the manager,Contents,Working Procedures 工作程序,2,Working Knowledge 工作知识,3,Hotel Task 酒店任务,4,5,Words and Expressions,6,Activity,Learning Objectives 学习目标,After finishing thi
2、s task, you should be able to： Understand guests problems. Offer solutions to problems in the hotel.,Working Procedures 工作程序,Listen to the guest carefully. 认真聆听客人投诉 Apologize to the guest sincerely. 真诚向客人道歉 React to solve the problem. 找出解决问题的途经 Notify the guest what was done to solve their problem.
3、通知客人已采取措施解决问题 Phone to the guest and deal with feedback. 致电客人反馈信息,Working Knowledge 工作知识(1),1.The principle of solving problems. 处理投诉的原则 (1) 面对客人投诉,应第一时间做出道歉,可以说:“Im sorry to hear that.” (2) 有客人投诉,应该表示马上调查这件事,可以说:“I will look into the matter.” (3) 如果真的出错了,应诚恳地向客人道歉: “Im terribly sorry, sir/I do apol
4、ogize/Please do accept our apologies.”,Working Knowledge 工作知识(2),2. Saying sorry to guests 对客人道歉的表达 (1) Im sorry to hear that 听到这样的事，我们感到遗憾（抱歉）。 (2) We do apologize for the inconvenience. 我们造成不便向您道歉。 (3) Sorry to have cause you so much trouble. 我们为给您带来的不便深表歉意。,3. Replying to the guests sincerely 向客人
5、表达诚恳态度的语句 (1) Thank you for bringing the matter to our attention. 感谢您提醒我们注意。 (2) I assure you that it wont happen again. 您尽可以放心，不会再发生这种事情了。,Working Knowledge 工作知识(3),Hotel Task 酒店任务,Suppose you are Annie, now youre going to solve problems for the guest. Please perform the task according to the hints
6、 below with your partner.,角色A: 你是Mr. Brant, 住在1403房间, 你向服务员投诉洗手间冲水系统坏了。 角色B: 你是客房服务员Annie，你负责处理客人的投诉并马上采取解决办法。,Words to know,声音,Useful expressions,1. Complain about Poor Service 对服务感到不满 (1) Its too much for me. (2) Im most unhappy for the room. (3) The toilet is stopped. (4) Its too noisy in my room
7、. 2. Complaint Settlement 对服务的安排感到不满 (1) I will send someone here as soon as possible (2) Ill replace a new one for you. (3) Ill check it immediately. (4) Everything will be taken care of.,声音,声音,Useful expressions,3. Guest needs to change another room 客人需要换房间 (1) A bellman will come in ten minutes t
8、o help you with your luggage. (2) Would you like to change the room? (3) Here is the new key card for Room 1482. May I have the old one, please. (4) If there is anything I can do for you, just let me know.,声音,Activity,1. Match the following guests complaints with the clerks responses. 匹配下列客人投诉与职员的反应
9、。,Complaints,Responses,A. Certainly sir, Ill ask someone to change the light for you. B. Shall we change an inner room for you? C. Ill send a housemaid to your room at once and make up the bed again for you. D. Ill send someone to your room to repair it right away.,Activity,Activity,2. Work in pairs
10、 and discuss the problems the guests might have in the pictures. Then think of solutions to the problems. 根据图片写出客人的问题，并通过讨论后写出解决方法。,Problem_ Solution_,Problem_ Solution_,Problem_ Solution_,Activity,C- clerk G- guest C: Good afternoon. Front Desk. Can I help you? G: This is George Smith from Room 150
11、6. I just checked in but I am not happy with my room. C: Whats the problem? G: The room is smelly and not clean enough. There are no towels in the bathroom. C: Im sorry to hear that. Ill send a housemaid to clean your room right away. Shell bring new towels for you. We do apologize for the inconveni
12、ence. G: No. Id like to change to another room. Could you manage it? C: Sure, how about 1506. Im sure you will like it. G: Thank you.,3. Practice the dialogue with your partner, then fill in the customer complaint form. 对话练习，并填写顾客投诉表格。,Activity,Customer Complaint Form Guest Name:_ Room No:_ Complain
13、t: The room is_ There are _in the bathroom. Solution:_,Dos and Donts when solving complaints Dos Be honest Keep your guest informed Show compassion for the problem at hand If you are not able to solve the problem, immediately contact your supervisor and explain the situation Donts 1. Do not argue or do not try to justify yourself or use excuses 2. Do not blame others- take responsibility for the solution 3. Never try to prove that your guest is wrong,Hotel tips,Thank you！,
