Unit Two Complaints and on the Guest's Request单元2处理投诉和回应客人要求
Procedure of Service服务流程
● 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 服务语言要点
1.Asking what has happened询问发生了什么
May I know what's wrong？
Could you tell me what has happened？
请问有什么问题吗？
2.Saying“sorry”or making an apology道歉或表示遗憾
I do apologize.
我向您道歉。
I'm sorry to hear that.
听到这样的事，我很抱歉。
We make an apology for...
我们为……向您道歉。
We do apologize for the inconvenience.
我们为给您带来的不便深表歉意。
There could have been some mistakes.I do apologize.
可能是出了什么问题，实在是对不起。
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，我们为给您带来的不便深表歉意。我叫王莉。我们的维修人员五分钟内到达您的房间。
I'm sorry to hear that, but I will send someone to fix it at once.
听到这样的事，我很抱歉，我马上派人来修。
Wait a minute, please.I'll send a housemaid immediately.
请稍等，我马上派一个服务员过去。
The housemaid will bring the pillow and slippers to you.
服务员会把枕头和拖鞋一起给您送去。
4.Showing sincerity to the guest表示诚恳
I assure you that it won't happen again.
您尽管放心，不会再发生这种事情了。
You're welcome. If there is anything else I can do for you, please don't hesitate to call me.
不用谢，如果有什么我能做的，请打电话给我。
We might have overlooked some details.Thank you for bringing the matter to our attention.
我们可能忽略了一些细小的地方。感谢您提醒我们注意。
You're welcome.We sent you complimentary flowers to express our regrets for all the trouble.
不用谢，我们给您带来了那么多麻烦，为了表示歉意，我们送您一个免费的花篮。
Service Conversation 3 Our Housemaid Will Bring Them to Your Room Soon
02-03 Our Housemaid Will Bring Them to Your Room Soon.mp3
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
02-04 We Do Apologize for the Inconvenience.mp3
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.）投诉，申诉，牢骚
make an apology 道歉
adopt measures 采取措施
toothpaste（n.）牙膏
housemaid（n.）女服务员
air-conditioner（n.）空调
repairman（n.）维修人员
satisfy（vt.）使满足，使满意
Points of Service Performance 服务演练要点
● 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.
当客人因某事向你投诉时，记住千万别同客人争论。当然，也不要找借口，责怪他人。仔细听，做记录。向客人道歉，告诉他你要采取的措施。你最好还要告诉他问题何时能解决。
● Avoid being defensive, irritated, or angry, even though these reactions are natura.l避免出现辩解、烦躁或恼怒，即使这些反应是正常的。
● 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，要理解对方的心情。不要仅从自己的角度看问题，要设身处地地为客人想一想。
Performance for Service模拟演练
Task A
Performance in meeting the guest's need in pairs according to the following two cards.
Guest Card
Rose Smith in Room 5678
Need an extra pillow
There is something wrong with the hair-dryer in the room.
Receptionist Card
Wang Ping receives the call.
A housemaid will be sent to meet her needs.
Task B
Mr.Jenny Brown in Room 1156 calls the receptionist Wang Li at the Front Desk because the water closet（抽水马桶）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岗位知识
● 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.
对于酒店员工和酒店来说，最不可取的就是和客人争吵。当客人因某事向你投诉时，千万要记住别同客人争论，不过，你可以尽自己的努力去弄清事实的真相。当然，你还可以向客人提问题，这样，客人也有机会解释。
● 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.
一位扫兴离去的客人，意味着酒店将会失去可能得到的一笔生意；而一位满意的客人将带着自己在酒店所享受到的热情周到的服务的美好记忆离开，他会愿意再次光顾我们的酒店。
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（观点，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．我们为给您带来的不便深表歉意。
2．我担保，不会再发生这种事情了。
3．非常抱歉，我们可能忽略了一些细小的地方。感谢您提醒我们注意。请稍等，我马上派一个服务员过去。
4.Smith先生问王平能否多要一个枕头和一个吹风机。
5．一位满意的客人将带着自己在饭店所享受到的热情周到的服务的美好回忆离开，他会愿意再次光顾我们的酒店。