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单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,学习情境三：客房效劳英语,学习任务:解决问题,Name:,Annie,Job:,Room Attendant,Responsibility:,To solve the problems in the hotel rooms and report it to the manager,Contents,Learning Objectives 学习目标,1,Working Procedures 工作程序,2,Working Knowledge 工作知识,3,Hotel Task 酒店任务,4,5,Words and Expressions,6,Activity,Learning,Objectives,学习目标,After finishing this task,you should be able to：,Understand guests problems.,Offer solutions to problems in the hotel.,Working Procedures,工作程序,Listen to the guest carefully.认真聆听客人投诉,Apologize to the guest sincerely.真诚向客人抱歉,React to solve the problem.找出解决问题的途经,Notify the guest what was done to solve their problem.通知客人已采取措施解决问题,Phone to the guest and deal with feedback.致电客人反响信息,Working Knowledge,工作知识(1),1.The principle of solving problems.处理投诉的原那么,(1)面对客人投诉,应第一时间做出抱歉,可以说:“Im sorry to hear that.,(2)有客人投诉,应该表示马上调查这件事,可以说:“I will look into the matter.,(3)如果真的出错了,应诚恳地向客人抱歉:“Im terribly sorry,sir/I do apologize/Please do accept our apologies.,Working Knowledge,工作知识(2),2.Saying sorry to guests 对客人抱歉的表达,(1)Im sorry to hear that,听到这样的事，我们感到遗憾抱歉。,(2)We do apologize for the inconvenience.,我们造成不便向您抱歉。,(3)Sorry to have cause you so much trouble.,我们为给您带来的不便深表歉意。,3.Replying to the guests sincerely 向客人表达诚恳态度的语句,(1)Thank you for bringing the matter to our attention.,感谢您提醒我们注意。,(2)I assure you that it wont happen again.,您尽可以放心，不会再发生这种事情了。,Working Knowledge,工作知识(3),Hotel Task,酒店任务,Suppose you are Annie,now youre going to solve problems for the guest.Please perform the task according to the hints below with your partner.,角色A:你是Mr.Brant,住在1403房间,你向效劳员投诉洗手间冲水系统坏了。,角色B:你是客房效劳员Annie，你负责处理客人的投诉并马上采取解决方法。,Words to know,complain,v.,抱怨,tap,n.,水龙头,apology,n.,道歉,apologize,v.,道歉,toilet,n.,厕所,immediately,adv.,立刻,flush,v.,冲刷,replace,v.,更换,plumber,n.,水管工,clog,v.,组塞,as soon as possible,尽快,Drip,v.,滴水,Useful expressions,1.Complain about Poor Service 对效劳感到不满,(1)Its too much for me.,(2)Im most unhappy for the room.,(3)The toilet is stopped.,(4)Its too noisy in my room.,2.Complaint Settlement 对效劳的安排感到不满,(1)I will send someone here as soon as possible,(2)Ill replace a new one for you.,(3)Ill check it immediately.,(4)Everything will be taken care of.,Useful expressions,3.Guest needs to change another room 客人需要换房间,(1)A bellman will come in ten minutes to help you with your luggage.,(2)Would you like to change the room?,(3)Here is the new key card for Room 1482.May I have the old one,please.,(4)If there is anything I can do for you,just let me know.,Activity,1.Match the following guests complaints with the clerks responses.匹配以下客人投诉与职员的反响。,Complaints,_,1.The air-conditioner doesnt seem to be working.The room is rather hot.,_,2.Ive just checked in and found my room in a mess.,_,3.The noise of machine almost drives me mad!I cant take it any more.,_,4.The room is too dim,please get me a brighter one.,Responses,A.Certainly sir,Ill ask someone to change the light for you.,B.Shall we change an inner room for you?,C.Ill send a housemaid to your room at once and make up the bed again for you.,D.Ill send someone to your room to repair it right away.,Activity,Activity,2.Work in pairs and discuss the problems the guests might have in the pictures.Then think of solutions to the problems.,根据图片写出客人的问题，并通过讨论后写出解决方法。,Problem_,Solution_,Problem_,Solution_,Problem_,Solution_,Activity,C-clerk G-guest,C:Good afternoon.Front Desk.Can I help you?,G:This is George Smith from Room 1506.I just checked in but I am not happy with my room.,C:Whats the problem?,G:The room is smelly and not clean enough.There are no towels in the bathroom.,C:Im sorry to hear that.Ill send a housemaid to clean your room right away.Shell bring new towels for you.We do apologize for the inconvenience.,G:No.Id like to change to another room.Could you manage it?,C:Sure,how about 1506.Im sure you will like it.,G:Thank you.,3.Practice the dialogue with your partner,then fill in the customer,complaint form.对话练习，并填写顾客投诉表格。,Activity,Customer Complaint Form,Guest Name:_,Room No:_,Complaint:The room is_,There are _in the bathroom.,Solution:_,Dos and Donts when solving complaints,Dos,Be honest,Keep your guest informed,Show compassion for the problem at hand,If you are not able to solve the problem,immediately contact your supervisor and explain the situation,Donts,1.Do not argue or do not try to justify yourself or use excuses,2.Do not blame others-take responsibility for the solution,3.Never try to prove that your guest is wrong,Hotel tips,Thank you！,
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