《酒店实用英语unit13》由会员分享，可在线阅读，更多相关《酒店实用英语unit13（8页珍藏版）》请在金锄头文库上搜索。
1、UNIT13COMPLAINTSANDEMERGENCIES 处理投诉及突发事件Key point: to deal with guest complaints to deal with emergencies Warm up: Emergencies that might happen in a hotel usually include: Sick / injured guest Getting on fire Earthquake / air-attack Loss of things Key words in the textbound adj. 必然的必然的 temperament
2、n. 性格，性情性格，性情criticism n. 批批评, 批判批判 ignore vt. 忽忽视rude adj. 粗粗鲁的的, 无礼的无礼的 virtually adv. 几乎；事几乎；事实上，上，实际上上behave vi. 举动, 举止止 detailed adj. 详细的的, 逐条的逐条的attentive adj. 注意的注意的, 专心的心的 effective adj. 有效的有效的advisable adj. 可取的可取的, 明智的明智的 correction n. 改正改正, 修正修正irrespective of prep. 不考不考虑， 不管不管 superior n.
3、 高手高手, 上上级 Key words and sentences in Dialogue AVocabularymess n. 混乱混乱, 脏乱乱 appreciate vt. 赏识, 感激感激overlook vt. 没注意到没注意到, 忽略忽略 assure vt. 保保证, 担保担保pardon vt. 原原谅, 宽恕恕Notes1. My bed is quite a mess. It seems that nobody has come to make the room for me. 我的床乱成一我的床乱成一团。好像没有人来帮我整理。好像没有人来帮我整理过。2. First I
4、 want to apologize for the inconvenience we have brought to you. You know its the high season now, and we might have overlooked some points. Ill send a housemaid to your room at once. Im sorry, Mr. White. Please pardon us. 首首先先我我对我我们给您您带来来的的不不便便之之处道道歉歉。您您知知道道，现在在是是旺旺季季，有有些些事事情情我我们可可能能忽忽略略了了。我我马上上叫叫女
5、女服服务员到到您您房房间。怀特特先先生生，请原原谅。 Key words and sentences in Dialogue BVocabularydizzy adj. 头晕的的 flushed adj. 脸红的的 sick adj. 恶心的心的 tablet n. 药片，片片，片剂fever n. 发烧 Notes1. Im not feeling well. I feel dizzy and sick. 我感我感觉不舒服，不舒服，头晕恶心。心。2. It seems that youve got a fever. You look flushed. 您好像您好像发烧了，您了，您脸很很 红。
6、 3. Please take two tablets three times a day after meals. 每天三次，每次两片，每天三次，每次两片，饭后服用。后服用。Role PlaySituation A: When you come back to your room after a days sight-seeing, you find the air-conditioner has gone wrong, so you call the Front Desk to send someone to repair it. You wait and wait and they do
7、nt come, so you lose your temper and call the manager up.Situation B: Mrs. Winston has lost her gold earrings in the hotel. She goes to reception office to complain about the lost earrings and you are the receptionist. She insists that the housemaid has stolen her earrings. What will you say and wha
8、t will you do?Situation C: A drunken guest in the hotel restaurant complains loudly about the slow service. If you are the restaurant staff, what should you do?FURTHER EXTENTION1. Is there anything wrong, sir? 先生，出了什么事？先生，出了什么事？2. Could you attend to this matter at once? 你能你能马上上处理理这件事件事吗？3. Im terri
9、bly sorry, sir. Ill attend to it at once. / Ill see to it right away.很抱歉，先生。我会很抱歉，先生。我会马上上处理理这件事的。件事的。4. Ill speak to the person in charge and ask him to take care of the problem.我会告我会告诉负责人的，人的，让他来解决他来解决这个个问题。5. Would you mind coming with me to my office and explain what exactly happened? 如果不介意的如果不介意的话，能不能到我的，能不能到我的办公室公室详细解解释一下所一下所发生的生的事情事情?INFORMATION CORNER 1. 服服务人人员与与顾客建立友善关系，要注意客建立友善关系，要注意发展的能力展的能力2. 酒店常遇到的急救酒店常遇到的急救处理理
