《DailyService实用教案》由会员分享，可在线阅读，更多相关《DailyService实用教案（24页珍藏版）》请在金锄头文库上搜索。
1、Leading-inTask1HandlingGuestsComplaints工作(gngzu)任务一处理客人投诉Task Objectives 任务(rn wu)目标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
2、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 第1页/共23页第一页，共24页。HotTipSub-task 1: Handling the Complaints When Checking Out子任务一 处理(chl)顾客离店结账时的投诉Sample 1情景(qngjng)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
3、 the Front Office staff.（R=Receptionist, G=Guest）R: Good morning, madam!Checking out today? I hope you have had a pleasant timeG: No, I havent I am not happy with this hotels services My room was uncomfortable and the staff was very slowR: I am so sorry about this, madamG: Yes, I would like a discou
4、nt on my billR: Please wait a minute while I call my manager第2页/共23页第二页，共24页。HotTip 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
5、two bath towels from the bath room?G: Sorry, I cant remember.R: Our room attendant entered your room, and she couldnt 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 didnt take your towels, why do you charge me? Do you think I st
6、ole your towels? I can show you my bag!Sample 2情景(qngjng)实例二第3页/共23页第三页，共24页。HotTip R: Please calm down, Mr. White. I will call our Duty Manager to handle it. (Mr. White is angry and will not pay the towel fee. The Duty Manager is called by the reception staff to explain. The Duty Manager approaches
7、 Mr. White.)DM: Good morning, Mr. White. I am the Duty Manager Merry. Nice to meet you. G: Yeah. DM: Do you remember where you put the towels or did you bring them to the Health Club when you went to do the exercise?第4页/共23页第四页，共24页。HotTip G: Ive already told your staff I didnt take them, and I dont
8、 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:So how much should I pay for my final bill?DM:We will print it and show you. Please dont worry, Mr. White. We will not charge you. G:Of course you will not. Thank you,
9、 Merry. DM:You are welcome. 第5页/共23页第五页，共24页。HotTipWords and Expressions词汇(chu)与表达complaint n.抱怨uncomfortable a. 不舒适(shsh)的discount n. 折扣Duty Manager 值班经理bath towel 浴巾account for 负责item n.物品第6页/共23页第六页，共24页。HotTipSituational Training情景(qngjng)实训Role play A guest makes the complaints about the poor r
10、oom 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.第7页/共23页第七页，共24页。HotTipSub-task 2: Handling the Miscellaneous Complaints子任务(rn wu)二 处理其他项目的投诉Sample 1情景(qngjng)实例一Scene: A guest named Turner c
11、alls the Concierge to complain the slow delivery of the luggage. The Concierge asks Mr. Turner to describe the luggages features. After checking, the Concierge tells Mr. Turner that his stuff is on the way. (G=Guest, C=Concierge)C: Good afternoon, Concierge, Mark speaking, how may I help you?G: Yes,
12、 I have been waiting in my room for almost half an hour, why hasnt my luggage been sent up yet? Is there a problem?第8页/共23页第八页，共24页。HotTip C:Oh, I am sorry, sir. May I have your name and room number please? G:Turner, David Turner, Room 1118. C:I am sorry, but you are in the tour group. Your group is
13、 big, so we need to send the luggage one by one. Would you please give me some features of your luggage?G:Sure, I have two bags. One is a big blue suitcase and the other is a medium-sized black suitcase.C:Is your name tag attached to it?G:Yes.第9页/共23页第九页，共24页。HotTip C:Mr. Turner, please wait a momen
14、t. I will check them for you and call you back in five minutes. (After Mark checked the luggage area, he called Mr. Turner back.)C:Hello, Mr. Turner. I am sorry to keep you waiting. Ive already checked and your luggage is on the way. G:Thank you. C:You are welcome.第10页/共23页第十页，共24页。HotTipWords and E
15、xpressions词汇(chu)与表达delivery n. 派送(pai sn)luggage n. 行李concierge n. 礼宾feature n. 特征name tag 名字标签第11页/共23页第十一页，共24页。HotTipSample 2情景(qngjng)实例二 Scene: A guest complains that the hotel has charged him parking fees as he is a staying guest.The receptionist explains that the parking space doesnt belong
16、to the hotel and the fee charged is reasonable. (G=Guest, R=Receptionist)R:Good morning, how may I help you?G:I want to complain. I am staying in your hotel, why do you charged me a parking fee? The other hotels I lived in Shanghai never charged me for my car parking. They are free.第12页/共23页第十二页，共24
17、页。HotTip R: I am sorry, sir. Because we dont have our own parking space, and this parking area belongs to Intemational Gymsasium next to us. They charge if you stay in our hotel or not. Actually, their parking should be charged 5 yuan per hour. 20 yuan for over night parking is not too much, and the
18、y do have good security. I hope you can understand. G:OK, now I see.第13页/共23页第十三页，共24页。HotTipWords and Expressions词汇(chu)与表达parking fee 停车费parking space 停车场gymsasium n.体育场第14页/共23页第十四页，共24页。HotTipSample 3情景(qngjng)实例三 Scene: A guest named Christine found her necklace was missing in her room. She com
19、plains about the hotels security. (G=Guest, DM=Duty Manager)G: My name is Christine and my room number is 2103. I cant find my necklace in my room. I left it in my room when I went swimming. I think someone stole it. DM: I am sorry to hear that. Have you searched the room? What is the last time you
20、saw it?G: No, but I remember that I put it on the bedside table. But when I came back, it was gone. I think your hotel is not safe!第15页/共23页第十五页，共24页。HotTip DM: Please give me some details. What is the shape of your necklace, what material is it made of and what brand is it? Also, what about the val
21、ue?G: It is silver and gold mixed, covered with 18k gold. The brand is Christian Dior. It costs US $500. DM: Would you like me to bring a security officer to help you look for it?G:Yes. That would be fine. (Several minutes later.)DM:Hello Christine, this is Sam. He is the head of our security team.
22、Can you show him where you last saw your necklace?G:Yes, I put it on that table over there. This morning I was in a hurry to go out, so I forgot to wear it. (Then Christine and Sam start to check the room.)第16页/共23页第十六页，共24页。HotTipWords and Expressions词汇(chu)与表达necklace n. 项链(xinglin)shape n. 形状第17页
23、/共23页第十七页，共24页。HotTipSituational Training情景(qngjng)实训Role play According to Sample 3, there will be two situations that one is the necklace has found out and the other is the necklace was missing. If you were the room attendant, how do you deal with the two situations respectively? Make a role play
24、with your partner.第18页/共23页第十八页，共24页。HotTipWhat you should be able to know你应该知道(zh do)的知识Task Procedure任务(rn wu)流程 Use polite service language. 使用礼貌服务用语。 Be patient to listen to what the guest complains and take notes. 耐心聆听并做记录。 Say “sorry” or make an apology to the guest. 对客人道歉。 Tell the guest what
25、 will be done at once. 告诉(o s)客人马上采取措施。第19页/共23页第十九页，共24页。HotTip Tell the guest the time in which the problem will be solved. 告诉客人解决问题所需时间(shjin)。 Ask the guest to tell the name and room number. 询问客人的姓名和房号。 Say “Thank you.” to the guest. 向客人道谢。 Follow up the other staff to do at once. 追踪其他相关员工立即处理投诉
26、。 Check the result and make a record. 检查结果并做记录。第20页/共23页第二十页，共24页。HotTipTask Skills任务(rn wu)技巧 On the guests request, you can say:“I am sorry to hear that, but I will send someone to.at once.” 在回应客人要求时，你可以说：“听到这样的事，我们感到很 抱歉，我马上派人去” When a guest makes a complaint against something to you, be sure not
27、 to argue with the guest, but you can try your best to make clear what it is. Certainly you can ask some questions of the guest, so the guest can have a chance to explain. 当客人因某事向你投诉时，一定不要同客人争论(zhngln)。不过，你可以 尽力去弄清事情的真相。当然你还可以向客人提问题，这样客人 可以有机会解释。第21页/共23页第二十一页，共24页。HotTip Say sorry to the guest with
28、 the following: 对客人道歉时说： Im sorry to hear that.We do apologize for.We do apologize for the inconvenience. Show sincerity to the guest with the following: 向客人表示(biosh)诚意时说： Thank you for bring the matter to our attention. I assure you that it wont happen again.第22页/共23页第二十二页，共24页。感谢您的欣赏(xnshng)！第23页/共23页第二十三页，共24页。内容(nirng)总结Leading-in。Mr. White.)。parking space 停车场。gymsasium n.体育场。感谢您的欣赏(xnshng)第二十四页，共24页。
