1、Hotel Practical EnglishScene 5 Handle ComplaintsTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1.Free Talk 1.What is the best way to handle a guests complaint?2.What will you do if a guest makes a complaint about the cockroaches in his room?Give good reas
2、ons to support your opinion,please.Hotel Practical English Dialogue 1 There Is Nothing on My TV Screen (A:Receptionist B:Guest)A:Good afternoon.May I help you?B:Yes,there is nothing on my TV screen after I turn it on.A:Im sorry about that.Whats your room number,please?B:369.By the way,there is somet
3、hing wrong with the telephone.I cant make a call.A:Can you hear the beep sound when you pick up the telephone?B:Yes,I can.But when I dial the number,it doesnt work.A:Madam,you need to dial nine first to get an outside line.If you want to make a room to room call,you have to dial eight first.B:No won
4、der I havent been able to make a call.And one more thing,I was badly bitten by mosquitoes last night.A:Im very sorry to hear that,madam.Why didnt you use the electric mosquito repellent heater?B:Its just what I want to ask you.You mean I have to buy it by myself.A:Sorry,I didnt mean that,madam.It sh
5、ould be available in each room.Hotel Practical EnglishB:I didnt see it when I checked into my room yesterday.A:Ill send one electric mosquito repellent heater to you at once.And I really apologize for it,madam.B:Thats OK.Can I get another pair of disposable slippers as well?A:Yes,madam.And Ill send
6、a maintenance technician to check your TV right now.If you have any other problems,dont hesitate to let me know.Im always at your service,madam.Hotel Practical English Dialogue 2 Chivas Regal Isnt in the Mini-bar (A:Receptionist B:Guest)B:When I first arrived,I was assured that a bottle of Chivas Re
7、gal would always be in the mini-bar.Well,Im here now and the bottle isnt.What kind of hotel are you running here anyway!A:I sincerely apologize for the oversight,sir.We have been exceedingly busy today because of the convention.Ill have a complimentary bottle delivered immediately.Please accept it w
8、ith our compliments.B:Well,I should hope it would be complimentary.We ran out of toilet paper.Is it possible to get more?A:Of course,sir.Ill send more up immediately.Is there anything else you require?B:Now that you mention it,could you also bring up a six-pack of Heineken?My friends will come later
9、.A:Yes,sir.Ill notify room service and have them send some to your room.B:That would be great.The light is too dim in this room.Can you get me a brighter one?A:Certainly,sir.Ill send it right away.B:Thank you.A:Youre welcome.Thats the least we should do for you.Text How to Handle ComplaintsThere wil
10、l be inevitable times when a guest has a problem about something and will complain about it.Sometimes these complaints will be justified,such as being brought the wrong order in a restaurant or not getting the kind of room that was booked or being over charged for a service.Sometimes the complaints
11、will be unreasonable,such as a guest demanding an upgraded room at no extra cost or becoming angry about a short delay.Whether the complaint is justifiable or not,it must be handled with dispatch and professionalism.For hotels customers are the asset and hence the complaints received from the custom
12、ers should be attended immediately without any delay.This would enhance the hotels creditability.The kinds of complaints that hotel employees are likely to encounter are as varied as the guests themselves.No matter what complaints are and how guests behave the hotel staff can never ignore the compla
13、ints.When guests come with some complaints with regard to the service,they take this as a big issue,even if its small from the hotels point of view.Therefore,those complaints must not be taken lightly and must be given higher importance so that the customer feels he or she has been given all those i
14、mportance that he is expecting.Dont try to cover up your mistakes even when you have an advantage to do so.Accept the mistakes and correct as soon as possible and this will help you to.Text keep good customer relations.Customer relationship is the heart of a business.As we offer services to guests w
15、e should not forget that we are bound to fault and that makes it necessary for us to accept the faults.Customers are always right because you have to be there for them.In addition,dont contradict the complaint on the face of it.Customer satisfaction is the first thing in the hospitality industry.Cus
16、tomers dont need much more than the quality service in time.If you try your best to satisfy the customers,they will be willing to come back again and you can get more business from the same customers.All in all,hotel staff should have a good attitude about complaints.Listen carefully to the problem.
17、Apologize for the problem.It doesnt matter that you are correct or wrong.Take immediate action to resolve the problem,and finally observe the guests satisfaction level.This is the professional way of handling complaints.If a hotel looks at each complaint as learning experience,proper documents will
18、be maintained.Exercises Role-play Activity The following is a role-play activity to practice dealing with the guests complaints.Divide the class into two groups:hotel receptionists and hotel guests.And then have the students work in pairs.The following is a conversation just as a sample.The students
19、 can create conversations as they like.R:Good morning,maam.Can I help you?G:Yes.I think theres a mistake on my phone bill.R:Could you show me,please?G:Here it is.R:Whats the problem,maam?G:I was overcharged for a call to France.I talked for only twenty minutes.But I was charged for an hour.R:Ill get
20、 the meter reading from the operator and we can check it together this afternoon.G:Id really like to settle it now because I have an important appointment this afternoon.R:All right.Can you wait for me in your room?Ill call you as soon as I get the records.Exercises G:How long will it take?R:Im not
21、sure.It depends.G:I have to go to a supermarket to buy a shoe polish later.R:Dont worry,maam.Ill try my best to get it as soon as possible.G:Thanks a lot.Case StudyHandling an Angry GuestMrs.Tailor(T)comes to Front Desk of the hotel requesting for staying more but not willing to pay.The receptionist
22、(R)is receiving her.R:Good morning,madam.May I help you?T:I just got the news that my flight will take off at 4:25 PM but it supposed to leave at11:45 AM.Im 65 years old as you see,so itll be so difficult for me to wait in the airport for such a long time.I want to stay in the room until this aftern
23、oon.R:You are lucky as we dont have any booking of that room till afternoon.But as you know,madam,12:00 PM is our last check-out time and if you like to stay more then you have to pay for that.T:What?What the hell are you talking?Why do I have to pay?R:It is the rule,madam.You will be happy to hear
24、that you wont have to pay full day room rent.If you stay till afternoon then you will be charged only 50%of the room rent.T:Dont you know I have settled my account already?R:Yes,madam.But.Case StudyT:What but?Listen hey,listen to me.I wont pay a single cent for 3 hours.Are you deaf?I wont pay anymor
25、e.Is it clear to you?R:Madam,I really understand your problem.But Im afraid I have nothing to do.12:00 PM is our last check-out time and if you want to stay more,you have to pay.That is the rule we have for all our guests.T:I have been staying in your hotel for one week.Your service is so poor.Ill c
26、omplain against you.R:Im very sorry,madam.OK I can do one favor for you.T:What?R:After 12:00 PM you can leave your luggage to us and enjoy in our lobby.And you will not be charged anymore.T:You people are really mad.Listen to me clearly.I know how hard to earn money.I wont pay anymore for 3 hours.R:
27、You can really enjoy in our lobby for the rest of the time,madam.T:Nonever.Id like to sleep in my room until 3 PM and I will never pay anymore.Case StudyR:Then be seated in the lobby please,madam.Im calling the manager.He is the right person to solve your problem.Please have a seat there.Our manager
28、 will come in 5 minutes.T:OK.Im waiting.Let him come and talk to me.R:Thank you for your patience,madam!.Case StudyRead the above conversation and complete the outline.You should write your answers in no more than three words.Mrs.Tailor intends to stay in the hotel room until 1 this afternoon.But th
29、e receptionist says if she wants to stay more she has to 2 .Mrs.Tailor is so angry that she refuses to 3 for three hours.The receptionist advises Mrs.Tailor to stay 4 if she doesnt want to pay the room rent.The receptionist can do nothing but 5 at last.Home Reading Tips on How to Handle Complaints M
30、isunderstandings and mistakes happen in every hotel.However,how you deal with the guest complaints is very important.It needs some prior experience and knowledge to handle difficult guests in different situations.Even in some cases a guest become frightening for other guests.If staff cant handle the
31、m tactfully then there may be a loss of property.Here are some tips on how to handle guest complaints in the hotel.Listen to guests complaint carefully and express your enthusiasm to help.When in person,demonstrate your attentiveness by maintaining eye contact.Over the phone,be sure to add some“verb
32、al nods”such as“I see”,“okay”,and“alright”.Never argue or interrupt when the guest is still explaining.Wait until he or she has finished.Handle the request in priority,even if the complaint is not concerning your section.Take action until the matter is completed.Pass over the information to the Exec
33、utive Floor Manager immediately,if its out of your capabilities.Try to make the guest feel very comfortable while waiting and allow time for the guest to cool down.Ensure that the guest already gets assistance or someone is handling his or her request before you leave the guest.When you see the gues
34、t at a later time,greet him or her and ask if everything is fine.Log in the follow-up book for your colleagues to be aware of the situation.Home Reading Decide whether the statements are true(T)or false(F)after reading the passage above.1.A complaint will never happen in a five-star hotel.（）2.If you want to handle complaints tactfully,you have to learn some prior experience and knowledge.（）3.Dont interrupt the guest when he is complaining.（）4.If the complaint is not concerning your section,you can ignore it.（）5.You cant leave the guest until the matter is completed.（）Thank you!
