Unit Two Complaints and on the Guest's Request單元2處理投訴和回應客人要求

Procedure of Service服務流程

● Greet the guest.

● Be patient to listen to what the guest says and take notes.

● Say“sorry”or make an apology to the guest.

● Repeat what the guest says for confirmation.

● Tell the guest the measures to be adopted at once.

● Tell the guest when the problem will be solved.

● Ask the guest to tell his name and room number.

● Say“thank you”to the guest.

● Tell the related clerk what to do at once.

● Exam the result and make a record.

Points of Service Language 服務語言要點

1.Asking what has happened詢問發(fā)生了什么

May I know what's wrong？

Could you tell me what has happened？

請問有什么問題嗎？

2.Saying“sorry”or making an apology道歉或表示遺憾

I do apologize.

我向您道歉。

I'm sorry to hear that.

聽到這樣的事，我很抱歉。

We make an apology for...

我們?yōu)椤蚰狼浮?/p>

We do apologize for the inconvenience.

我們?yōu)榻o您帶來的不便深表歉意。

There could have been some mistakes.I do apologize.

可能是出了什么問題，實在是對不起。

3.Making an apology and taking measures道歉和采取措施

We do apologize for the inconvenience firstly.My name is Wang Li.Our repairman will come to your room within five minutes.

首先，我們?yōu)榻o您帶來的不便深表歉意。我叫王莉。我們的維修人員五分鐘內到達您的房間。

I'm sorry to hear that, but I will send someone to fix it at once.

聽到這樣的事，我很抱歉，我馬上派人來修。

Wait a minute, please.I'll send a housemaid immediately.

請稍等，我馬上派一個服務員過去。

The housemaid will bring the pillow and slippers to you.

服務員會把枕頭和拖鞋一起給您送去。

4.Showing sincerity to the guest表示誠懇

I assure you that it won't happen again.

您盡管放心，不會再發(fā)生這種事情了。

You're welcome. If there is anything else I can do for you, please don't hesitate to call me.

不用謝，如果有什么我能做的，請打電話給我。

We might have overlooked some details.Thank you for bringing the matter to our attention.

我們可能忽略了一些細小的地方。感謝您提醒我們注意。

You're welcome.We sent you complimentary flowers to express our regrets for all the trouble.

不用謝，我們給您帶來了那么多麻煩，為了表示歉意，我們送您一個免費的花籃。

Service Conversation 3 Our Housemaid Will Bring Them to Your Room Soon

R:Receptionist

W:Tom White

R:Good evening.Front Desk.Can I help you？

W:Good evening.This is Tom White.I want to have a bath, but I find there is nei-ther shampoo nor toothpaste in the bathroom.

R:I'm very sorry to hear that, Mr White.We might have overlooked some details. Thank you for bringing the matter to our attention. Wait a minute, please.I'll send a housemaid immediately.May I know your room number？

W:Room 2567.

R:Thank you.Is there anything I can do for you？

W:I have a cold these days.Can I have an extra blanket？

R:Certainly.You need a blanket, shampoo and toothpaste.Our housemaid will bring them to your room soon.

W:Thank you very much.

Practice Answer the questions according to the service conversation.

1.Why does Tom White call the receptionist？

2.What does the receptionist say to Tom White？

3.What will the housemaid send to the guest's room soon？

Service Conversation 4 We Do Apologize for the Inconvenience

R:Receptionist

S:John Smith

R:Good evening.Front Office.What can I do for you？

S:This is Mr.Smith in Room 2256.I've just checked in.I'm not satisfied with my room.

R:May I know what's wrong？

S:The air-conditioner doesn't work, and the room is terribly hot.I want to wash my hands, but there is neither water nor soap.The light is so dim that I can't read.

R:We do apologize for the inconvenience.My name is Wang Li.Our repairman will come to your room within four minutes.Our housemaid will bring soap to your room.

S:That's fine.

（Fifteenminutes later）

R:This is Wang Li speaking.Is everything all right？

S:Everything is OK.Thanks very much.

R:You're welcome.Mr.Smith, if there is anything else I can do for you, please don't hesitate to call me.

Practice Answer the questions according to the service conversation.

1.The guest is not very satisfied with the room.Why？

2.How does Wang Li deal with the complaint？

3.What does Wang Li do fifteen minutes later？

Key Words and Expressions

complaint（n.）投訴，申訴，牢騷

make an apology 道歉

adopt measures 采取措施

toothpaste（n.）牙膏

housemaid（n.）女服務員

air-conditioner（n.）空調

repairman（n.）維修人員

satisfy（vt.）使?jié)M足，使?jié)M意

Points of Service Performance 服務演練要點

● When a guest makes a complaint against something to you, be sure not to argue with the guest.Certainly, don't make excuses and blame others. Listen carefully and take notes.Then say“sorry”to him and tell him what will be done.You'd better tell him in what time the problem will be solved.

當客人因某事向你投訴時，記住千萬別同客人爭論。當然，也不要找借口，責怪他人。仔細聽，做記錄。向客人道歉，告訴他你要采取的措施。你最好還要告訴他問題何時能解決。

● Avoid being defensive, irritated, or angry, even though these reactions are natura.l避免出現(xiàn)辯解、煩躁或惱怒，即使這些反應是正常的。

● Show your sympathy and empathy. Don't only look at things from your view points.Try to put yourself into the place of the guest.

要有同情心，要理解對方的心情。不要僅從自己的角度看問題，要設身處地地為客人想一想。

Performance for Service模擬演練

Task A

Performance in meeting the guest's need in pairs according to the following two cards.

Task B

Mr.Jenny Brown in Room 1156 calls the receptionist Wang Li at the Front Desk because the water closet（抽水馬桶）can't be used, and there is something wrong with the air-conditioner as well.He shows his dissatisfaction.

Wang Li tells Mr.Jenny Brown that the repairman will go to his room within five minutes to repair the water closet and the air-conditioner.

Position Knowledge崗位知識

● Getting into an argument with the guest is the most undesirable thing to a staff member and a hotel.When a guest makes a complaint against something to you, be sure not to argue with the guest, but you can try your best to make clear what it is. Certainly you can ask the guest some questions, so that the guest can have the chance to explain.

對于酒店員工和酒店來說，最不可取的就是和客人爭吵。當客人因某事向你投訴時，千萬要記住別同客人爭論，不過，你可以盡自己的努力去弄清事實的真相。當然，你還可以向客人提問題，這樣，客人也有機會解釋。

● A dissatisfied guest means a loss of potential future business for the hotel, whereas a pleased guest leaves the hotel with a warm memory of the hospitality he has enjoyed and will have an inclination to repeat his visit to our hotel.

一位掃興離去的客人，意味著酒店將會失去可能得到的一筆生意；而一位滿意的客人將帶著自己在酒店所享受到的熱情周到的服務的美好記憶離開，他會愿意再次光顧我們的酒店。

Exercises

Ⅰ.Topics for discussion.

1.Simply introduce the procedure of meeting the needs of the guest.

2.Speak out some sentences about how to express apology to the guest.

Ⅱ.Read the following passage and answer the questions.

In handling complaints, the hotel staff should always be polite and helpfu.l He should be always ready to lend an attentive ear to what the guest has to say and always hear the guest out.He must not interrupt guest unless necessary, it is also advisable for him to jot down what the guest has said.He should then make a short apology and express his under-standing of the guest's situation or sympathy with the guest.Only when he puts himself in the guest's shoe, can he look at the problem from the other person's perspective（觀點，看法）.And only when the staff member looks at the guest's problem in the guest's way, can he be ready to sympathy with the guest.After that the staff member should take actions quickly to remove the complaint, either by making polite, patient and detailed explana-tions, or making swift, effective correction and remedies, or reporting the complaint to a superior.But whatever he intends to do, he must keep the guest informed of the measures or actions he plans to take and when he will carry them out.

Questions：

1.How should the hotel staff be when dealing with the guest's complaint？

2.What does“jot down”mean？

3.What does the hotel staff do when the guest finishes the complaint？

4.How can the hotel staff look at the problem from the other person's perspective？

Ⅲ.Translate the following sentences into English.

1．我們?yōu)榻o您帶來的不便深表歉意。

2．我擔保，不會再發(fā)生這種事情了。

3．非常抱歉，我們可能忽略了一些細小的地方。感謝您提醒我們注意。請稍等，我馬上派一個服務員過去。

4.Smith先生問王平能否多要一個枕頭和一個吹風機。

5．一位滿意的客人將帶著自己在飯店所享受到的熱情周到的服務的美好回憶離開，他會愿意再次光顧我們的酒店。