《飯店實(shí)用英語(yǔ)》課件-scene-5

HotelPracticalEnglishScene5HandleComplaintsHotelPracticalEnglishScene51TeachingProceduresExercises

4Text3HotelPracticalEnglish2CaseStudy5HomeReading6FreeTalk1TeachingProceduresExercises42Ⅰ.FreeTalk1.Whatisthebestwaytohandleaguest’scomplaint?2.Whatwillyoudoifaguestmakesacomplaintaboutthecockroachesinhisroom?Givegoodreasonstosupportyouropinion,please.Ⅰ.FreeTalk1.Whatisthebes3Ⅱ.HotelPracticalEnglishDialogue1ThereIsNothingonMyTVScreen(A:ReceptionistB:Guest)A:Goodafternoon.MayIhelpyou?B:Yes,thereisnothingonmyTVscreenafterIturniton.A:I’msorryaboutthat.What’syourroomnumber,please?B:369.Bytheway,thereissomethingwrongwiththetelephone.Ican’tmakeacall.A:Canyouhearthebeepsoundwhenyoupickupthetelephone?B:Yes,Ican.ButwhenIdialthenumber,itdoesn’twork..A:Madam,youneedtodialninefirsttogetanoutsideline.Ifyouwanttomakearoomtoroomcall,youhavetodialeightfirst.B:NowonderIhaven’tbeenabletomakeacall.Andonemorething,Iwasbadlybittenbymosquitoeslastnight.A:I’mverysorrytohearthat,madam.Whydidn’tyouusetheelectricmosquitorepellentheater?B:It’sjustwhatIwanttoaskyou.YoumeanIhavetobuyitbymyself.A:Sorry,Ididn’tmeanthat,madam.Itshouldbeavailableineachroom.Ⅱ.HotelPracticalEnglish4Ⅱ.HotelPracticalEnglishB:Ididn’tseeitwhenIcheckedintomyroomyesterday.A:I’llsendoneelectricmosquitorepellentheatertoyouatonce.AndIreallyapologizeforit,madam.B:That’sOK.CanIgetanotherpairofdisposableslippersaswell?A:Yes,madam.AndI’llsendamaintenancetechniciantocheckyourTVrightnow.Ifyouhaveanyotherproblems,don’thesitatetoletmeknow.I’malwaysatyourservice,madam.Ⅱ.HotelPracticalEnglishB:I5Ⅱ.HotelPracticalEnglishDialogue2ChivasRegalIsn’tintheMini-bar(A:ReceptionistB:Guest)B:WhenIfirstarrived,IwasassuredthatabottleofChivasRegalwouldalwaysbeinthemini-bar.Well,I’mherenowandthebottleisn’t.Whatkindofhotelareyourunninghereanyway!A:Isincerelyapologizefortheoversight,sir.Wehavebeenexceedinglybusytodaybecauseoftheconvention.I’llhaveacomplimentarybottledeliveredimmediately.Pleaseacceptitwithourcompliments.B:Well,Ishouldhopeitwouldbecomplimentary.Weranoutoftoiletpaper.Isitpossibletogetmore?A:Ofcourse,sir.I’llsendmoreupimmediately.Isthereanythingelseyourequire?B:Nowthatyoumentionit,couldyoualsobringupasix-packofHeineken?Myfriendswillcomelater.A:Yes,sir.I’llnotifyroomserviceandhavethemsendsometoyourroom.B:Thatwouldbegreat.Thelightistoodiminthisroom.Canyougetmeabrighterone?A:Certainly,sir.I’llsenditrightaway.B:Thankyou.A:You’rewelcome.That’stheleastweshoulddoforyou.Ⅱ.HotelPracticalEnglish6Ⅲ.TextHowtoHandleComplaintsTherewillbeinevitabletimeswhenaguesthasaproblemaboutsomethingandwillcomplainaboutit.Sometimesthesecomplaintswillbejustified,suchasbeingbroughtthewrongorderinarestaurantornotgettingthekindofroomthatwasbookedorbeingoverchargedforaservice.Sometimesthecomplaintswillbeunreasonable,suchasaguestdemandinganupgradedroomatnoextracostorbecomingangryaboutashortdelay.Whetherthecomplaintisjustifiableornot,itmustbehandledwithdispatchandprofessionalism.Forhotelscustomersaretheassetandhencethecomplaintsreceivedfromthecustomersshouldbeattendedimmediatelywithoutanydelay.Thiswouldenhancethehotel’screditability.Thekindsofcomplaintsthathotelemployeesarelikelytoencounterareasvariedasthegueststhemselves.Nomatterwhatcomplaintsareandhowguestsbehavethehotelstaffcanneverignorethecomplaints.Whenguestscomewithsomecomplaintswithregardtotheservice,theytakethisasabigissue,evenifit’ssmallfromthehotel’spointofview.Therefore,thosecomplaintsmustnotbetakenlightlyandmustbegivenhigherimportancesothatthecustomerfeelsheorshehasbeengivenallthoseimportancethatheisexpecting.Don’ttrytocoverupyourmistakesevenwhenyouhaveanadvantagetodoso.AcceptthemistakesandcorrectassoonaspossibleandthiswillhelpyoutoⅢ.TextHowtoHandleComplain7Ⅲ.Textkeepgoodcustomerrelations.Customerrelationshipistheheartofabusiness.Asweofferservicestoguestsweshouldnotforgetthatweareboundtofaultandthatmakesitnecessaryforustoacceptthefaults.Customersarealwaysrightbecauseyouhavetobethereforthem.Inaddition,don’tcontradictthecomplaintonthefaceofit.Customersatisfactionisthefirstthinginthehospitalityindustry.Customersdon’tneedmuchmorethanthequalityserviceintime.Ifyoutryyourbesttosatisfythecustomers,theywillbewillingtocomebackagainandyoucangetmorebusinessfromthesamecustomers.Allinall,hotelstaffshouldhaveagoodattitudeaboutcomplaints.Listencarefullytotheproblem.Apologizefortheproblem.Itdoesn’tmatterthatyouarecorrectorwrong.Takeimmediateactiontoresolvetheproblem,andfinallyobservetheguest’ssatisfactionlevel.Thisistheprofessionalwayofhandlingcomplaints.Ifahotellooksateachcomplaintaslearningexperience,properdocumentswillbemaintained.Ⅲ.Textkeepgoodcustomerrel8Ⅳ.Exercises

Role-playActivityThefollowingisarole-playactivitytopracticedealingwiththeguest’scomplaints.Dividetheclassintotwogroups:hotelreceptionistsandhotelguests.Andthenhavethestudentsworkinpairs.Thefollowingisaconversationjustasasample.Thestudentscancreateconversationsastheylike.

R:Goodmorning,ma’am.CanIhelpyou?G:Yes.Ithinkthere’samistakeonmyphonebill.R:Couldyoushowme,please?G:Hereitis.R:What’stheproblem,ma’am?G:IwasoverchargedforacalltoFrance.Italkedforonlytwentyminutes.ButIwaschargedforanhour.R:I’llgetthemeterreadingfromtheoperatorandwecancheckittogetherthisafternoon.G:I’dreallyliketosettleitnowbecauseIhaveanimportantappointmentthisafternoon.R:Allright.Canyouwaitformeinyourroom?I’llcallyouassoonasIgettherecords.Ⅳ.ExercisesRole-playActivi9Ⅳ.Exercises

G:Howlongwillittake?R:I’mnotsure.Itdepends.G:Ihavetogotoasupermarkettobuyashoepolishlater.R:Don’tworry,ma’am.I’lltrymybesttogetitassoonaspossible.G:Thanksalot.Ⅳ.ExercisesG:Howlongwill10Ⅴ.CaseStudyHandlinganAngryGuestMrs.Tailor(T)comestoFrontDeskofthehotelrequestingforstayingmorebutnotwillingtopay.Thereceptionist(R)isreceivingher.R:Goodmorning,madam.MayIhelpyou?T:Ijustgotthenewsthatmyflightwilltakeoffat4:25PMbutitsupposedtoleaveat11:45AM.I’m65yearsoldasyousee,soit’llbesodifficultformetowaitintheairportforsuchalongtime.Iwanttostayintheroomuntilthisafternoon.R:Youareluckyaswedon’thaveanybookingofthatroomtillafternoon.Butasyouknow,madam,12:00PMisourlastcheck-outtimeandifyouliketostaymorethenyouhavetopayforthat.T:What?Whatthehellareyoutalking?WhydoIhavetopay?R:Itistherule,madam.Youwillbehappytohearthatyouwon’thavetopayfulldayroomrent.Ifyoustaytillafternoonthenyouwillbechargedonly50%oftheroomrent.T:Don’tyouknowIhavesettledmyaccountalready?R:Yes,madam.But…Ⅴ.CaseStudyHandlinganAngry11Ⅴ.CaseStudyT:Whatbut?Listen…h(huán)ey,listentome.Iwon’tpayasinglecentfor3hours.Areyoudeaf?Iwon’tpayanymore.Isitcleartoyou?R:Madam,Ireallyunderstandyourproblem.ButI’mafraidIhavenothingtodo.12:00PMisourlastcheck-outtimeandifyouwanttostaymore,youhavetopay.Thatistherulewehaveforallourguests.T:Ihavebeenstayinginyourhotelforoneweek.Yourserviceissopoor.I’llcomplainagainstyou.R:I’mverysorry,madam.OK…Icandoonefavorforyou.T:What?R:After12:00PMyoucanleaveyourluggagetousandenjoyinourlobby.Andyouwillnotbechargedanymore.T:Youpeoplearereallymad.Listentomeclearly.Iknowhowhardtoearnmoney.Iwon’tpayanymorefor3hours.R:Youcanreallyenjoyinourlobbyfortherestofthetime,madam.T:No…never.I’dliketosleepinmyroomuntil3PMandIwillneverpayanymore.Ⅴ.CaseStudyT:Whatbut?List12Ⅴ.CaseStudyR:Thenbeseatedinthelobbyplease,madam.I’mcallingthemanager.Heistherightpersontosolveyourproblem.Pleasehaveaseatthere.Ourmanagerwillcomein5minutes.T:OK.I’mwaiting.Lethimcomeandtalktome.R:Thankyouforyourpatience,madam!Ⅴ.CaseStudyR:Thenbeseated13Ⅴ.CaseStudyReadtheaboveconversationandcompletetheoutline.Youshouldwriteyouranswersinnomorethanthreewords.

Mrs.Tailorintendstostayinthehotelroomuntil1thisafternoon.Butthereceptionistsaysifshewantstostaymoreshehasto2.Mrs.Tailorissoangrythatsherefusesto3forthreehours.ThereceptionistadvisesMrs.Tailortostay4ifshedoesn’twanttopaytheroomrent.Thereceptionistcandonothingbut5atlast.Ⅴ.CaseStudyReadtheaboveco14

Ⅵ.HomeReadingTipsonHowtoHandleComplaints

Misunderstandingsandmistakeshappenineveryhotel.However,howyoudealwiththeguestcomplaintsisveryimportant.Itneedssomepriorexperienceandknowledgetohandledifficultguestsindifferentsituations.Eveninsomecasesaguestbecomefrighteningforotherguests.Ifstaffcan’thandlethemtactfullythentheremaybealossofproperty.Herearesometipsonhowtohandleguestcomplaintsinthehotel.

Listentoguest’scomplaintcarefullyandexpressyourenthusiasmtohelp.Wheninperson,demonstrateyourattentivenessbymaintainingeyecontact.Overthephone,besuretoaddsome“verbalnods”suchas“Isee”,“okay”,and“alright”.Neverargueorinterruptwhentheguestisstillexplaining.Waituntilheorshehasfinished.

Handletherequestinpriority,evenifthecomplaintisnotconcerningyoursection.Takeactionuntilthematteriscompleted.PassovertheinformationtotheExecutiveFloorManagerimmediately,ifit’soutofyourcapabilities.Trytomaketheguestfeelverycomfortablewhilewaitingandallowtimefortheguesttocooldown.

Ensurethattheguestalreadygetsassistanceorsomeoneishandlinghisorherrequestbeforeyouleavetheguest.Whenyouseetheguestatalatertime,greethimorherandaskifeverythingisfine.Loginthefollow-upbookforyourcolleaguestobeawareofthesituation.Ⅵ.HomeReadingTipsonHowt15

Ⅵ.HomeReading

Decidewhetherthestatementsaretrue(T)orfalse(F)

afterreadingthepassageabove.1.Acomplaintwillneverhappeninafive-starhotel.（）2.Ifyouwanttohandlecomplaintstactfully,youhavetolearnsomepriorexperienceandknowledge.（）3.Don’tinterrupttheguestwhenheiscomplaining.（）4.Ifthecomplaintisnotconcerningyoursection,youcanignoreit.（）5.Youcan’tleavetheguestuntilthematteriscompleted.（）Ⅵ.HomeReadingDecidew16Thankyou!Thankyou!17HotelPracticalEnglishScene5HandleComplaintsHotelPracticalEnglishScene518TeachingProceduresExercises

4Text3HotelPracticalEnglish2CaseStudy5HomeReading6FreeTalk1TeachingProceduresExercises419Ⅰ.FreeTalk1.Whatisthebestwaytohandleaguest’scomplaint?2.Whatwillyoudoifaguestmakesacomplaintaboutthecockroachesinhisroom?Givegoodreasonstosupportyouropinion,please.Ⅰ.FreeTalk1.Whatisthebes20Ⅱ.HotelPracticalEnglishDialogue1ThereIsNothingonMyTVScreen(A:ReceptionistB:Guest)A:Goodafternoon.MayIhelpyou?B:Yes,thereisnothingonmyTVscreenafterIturniton.A:I’msorryaboutthat.What’syourroomnumber,please?B:369.Bytheway,thereissomethingwrongwiththetelephone.Ican’tmakeacall.A:Canyouhearthebeepsoundwhenyoupickupthetelephone?B:Yes,Ican.ButwhenIdialthenumber,itdoesn’twork..A:Madam,youneedtodialninefirsttogetanoutsideline.Ifyouwanttomakearoomtoroomcall,youhavetodialeightfirst.B:NowonderIhaven’tbeenabletomakeacall.Andonemorething,Iwasbadlybittenbymosquitoeslastnight.A:I’mverysorrytohearthat,madam.Whydidn’tyouusetheelectricmosquitorepellentheater?B:It’sjustwhatIwanttoaskyou.YoumeanIhavetobuyitbymyself.A:Sorry,Ididn’tmeanthat,madam.Itshouldbeavailableineachroom.Ⅱ.HotelPracticalEnglish21Ⅱ.HotelPracticalEnglishB:Ididn’tseeitwhenIcheckedintomyroomyesterday.A:I’llsendoneelectricmosquitorepellentheatertoyouatonce.AndIreallyapologizeforit,madam.B:That’sOK.CanIgetanotherpairofdisposableslippersaswell?A:Yes,madam.AndI’llsendamaintenancetechniciantocheckyourTVrightnow.Ifyouhaveanyotherproblems,don’thesitatetoletmeknow.I’malwaysatyourservice,madam.Ⅱ.HotelPracticalEnglishB:I22Ⅱ.HotelPracticalEnglishDialogue2ChivasRegalIsn’tintheMini-bar(A:ReceptionistB:Guest)B:WhenIfirstarrived,IwasassuredthatabottleofChivasRegalwouldalwaysbeinthemini-bar.Well,I’mherenowandthebottleisn’t.Whatkindofhotelareyourunninghereanyway!A:Isincerelyapologizefortheoversight,sir.Wehavebeenexceedinglybusytodaybecauseoftheconvention.I’llhaveacomplimentarybottledeliveredimmediately.Pleaseacceptitwithourcompliments.B:Well,Ishouldhopeitwouldbecomplimentary.Weranoutoftoiletpaper.Isitpossibletogetmore?A:Ofcourse,sir.I’llsendmoreupimmediately.Isthereanythingelseyourequire?B:Nowthatyoumentionit,couldyoualsobringupasix-packofHeineken?Myfriendswillcomelater.A:Yes,sir.I’llnotifyroomserviceandhavethemsendsometoyourroom.B:Thatwouldbegreat.Thelightistoodiminthisroom.Canyougetmeabrighterone?A:Certainly,sir.I’llsenditrightaway.B:Thankyou.A:You’rewelcome.That’stheleastweshoulddoforyou.Ⅱ.HotelPracticalEnglish23Ⅲ.TextHowtoHandleComplaintsTherewillbeinevitabletimeswhenaguesthasaproblemaboutsomethingandwillcomplainaboutit.Sometimesthesecomplaintswillbejustified,suchasbeingbroughtthewrongorderinarestaurantornotgettingthekindofroomthatwasbookedorbeingoverchargedforaservice.Sometimesthecomplaintswillbeunreasonable,suchasaguestdemandinganupgradedroomatnoextracostorbecomingangryaboutashortdelay.Whetherthecomplaintisjustifiableornot,itmustbehandledwithdispatchandprofessionalism.Forhotelscustomersaretheassetandhencethecomplaintsreceivedfromthecustomersshouldbeattendedimmediatelywithoutanydelay.Thiswouldenhancethehotel’screditability.Thekindsofcomplaintsthathotelemployeesarelikelytoencounterareasvariedasthegueststhemselves.Nomatterwhatcomplaintsareandhowguestsbehavethehotelstaffcanneverignorethecomplaints.Whenguestscomewithsomecomplaintswithregardtotheservice,theytakethisasabigissue,evenifit’ssmallfromthehotel’spointofview.Therefore,thosecomplaintsmustnotbetakenlightlyandmustbegivenhigherimportancesothatthecustomerfeelsheorshehasbeengivenallthoseimportancethatheisexpecting.Don’ttrytocoverupyourmistakesevenwhenyouhaveanadvantagetodoso.AcceptthemistakesandcorrectassoonaspossibleandthiswillhelpyoutoⅢ.TextHowtoHandleComplain24Ⅲ.Textkeepgoodcustomerrelations.Customerrelationshipistheheartofabusiness.Asweofferservicestoguestsweshouldnotforgetthatweareboundtofaultandthatmakesitnecessaryforustoacceptthefaults.Customersarealwaysrightbecauseyouhavetobethereforthem.Inaddition,don’tcontradictthecomplaintonthefaceofit.Customersatisfactionisthefirstthinginthehospitalityindustry.Customersdon’tneedmuchmorethanthequalityserviceintime.Ifyoutryyourbesttosatisfythecustomers,theywillbewillingtocomebackagainandyoucangetmorebusinessfromthesamecustomers.Allinall,hotelstaffshouldhaveagoodattitudeaboutcomplaints.Listencarefullytotheproblem.Apologizefortheproblem.Itdoesn’tmatterthatyouarecorrectorwrong.Takeimmediateactiontoresolvetheproblem,andfinallyobservetheguest’ssatisfactionlevel.Thisistheprofessionalwayofhandlingcomplaints.Ifahotellooksateachcomplaintaslearningexperience,properdocumentswillbemaintained.Ⅲ.Textkeepgoodcustomerrel25Ⅳ.Exercises

Role-playActivityThefollowingisarole-playactivitytopracticedealingwiththeguest’scomplaints.Dividetheclassintotwogroups:hotelreceptionistsandhotelguests.Andthenhavethestudentsworkinpairs.Thefollowingisaconversationjustasasample.Thestudentscancreateconversationsastheylike.

R:Goodmorning,ma’am.CanIhelpyou?G:Yes.Ithinkthere’samistakeonmyphonebill.R:Couldyoushowme,please?G:Hereitis.R:What’stheproblem,ma’am?G:IwasoverchargedforacalltoFrance.Italkedforonlytwentyminutes.ButIwaschargedforanhour.R:I’llgetthemeterreadingfromtheoperatorandwecancheckittogetherthisafternoon.G:I’dreallyliketosettleitnowbecauseIhaveanimportantappointmentthisafternoon.R:Allright.Canyouwaitformeinyourroom?I’llcallyouassoonasIgettherecords.Ⅳ.ExercisesRole-playActivi26Ⅳ.Exercises

G:Howlongwillittake?R:I’mnotsure.Itdepends.G:Ihavetogotoasupermarkettobuyashoepolishlater.R:Don’tworry,ma’am.I’lltrymybesttogetitassoonaspossible.G:Thanksalot.Ⅳ.ExercisesG:Howlongwill27Ⅴ.CaseStudyHandlinganAngryGuestMrs.Tailor(T)comestoFrontDeskofthehotelrequestingforstayingmorebutnotwillingtopay.Thereceptionist(R)isreceivingher.R:Goodmorning,madam.MayIhelpyou?T:Ijustgotthenewsthatmyflightwilltakeoffat4:25PMbutitsupposedtoleaveat11:45AM.I’m65yearsoldasyousee,soit’llbesodifficultformetowaitintheairportforsuchalongtime.Iwanttostayintheroomuntilthisafternoon.R:Youareluckyaswedon’thaveanybookingofthatroomtillafternoon.Butasyouknow,madam,12:00PMisourlastcheck-outtimeandifyouliketostaymorethenyouhavetopayforthat.T:What?Whatthehellareyoutalking?WhydoIhavetopay?R:Itistherule,madam.Youwillbehappytohearthatyouwon’thavetopayfulldayroomrent.Ifyoustaytillafternoonthenyouwillbechargedonly50%oftheroomrent.T:Don’tyouknowIhavesettledmyaccountalready?R:Yes,madam.But…Ⅴ.CaseStudyHandlinganAngry28Ⅴ.CaseStudyT:Whatbut?Listen…h(huán)ey,listentome.Iwon’tpayasinglecentfor3hours.Areyoudeaf?Iwon’tpayanymore.Isitcleartoyou?R:Madam,Ireallyunderstandyourproblem.ButI’mafraidIhavenothingtodo.12:00PMisourlastcheck-outtimeandifyouwanttostaymore,youhavetopay.Thatistherulewehaveforallourguests.T:Ihavebeenstayinginyourhotelforoneweek.Yourserviceissopoor.I’llcomplainagainstyou.R:I’mverysorry,madam.OK…Icandoonefavorforyou.T:What?R:After12:00PMyoucanleaveyourluggagetousandenjoyinourlobby.Andyouwillnotbechargedanymore.T:Youpeoplearereallymad.Listentomeclearly.Iknowhowhardtoearnmoney.Iwon’tpayanymorefor3hours.R:Youcanreallyenjoyinourlobbyfortherestofthetime,madam.T:No…never.I’dliketosleepinmyroomuntil3PMandIwillneverpayanymore.Ⅴ.CaseStudyT:Whatbut?List29Ⅴ.CaseStudyR:Thenbeseatedinthelobbyplease,madam.I’mcallingthemanager.Heistherightpersontosolveyourproblem.Pleasehaveaseatthere.Ourmanagerwillcomein5minutes.T:OK.I’mwaiting.Lethimcomeandtalktome.R:Thankyouforyourpatience,madam!Ⅴ.CaseStudyR:Thenbeseated30Ⅴ.CaseStudyReadtheaboveconversationandcompletetheoutline.Youshouldwriteyouranswersinnomorethanthreewords.

Mrs.Tailorintendstostayinthehotelroomuntil1thisafternoon.Butthereceptionistsaysifshewantstostaymoreshehasto2.Mrs.Tailo