1、学习情境一：前厅服务英语学习情境一：前厅服务英语学习任务学习任务:处理投诉处理投诉 Name:Ellen Job:Operator Responsibility:To answer hotel phones and deal with guests problems.ContentsLearning Objectives 学习目标1Working Procedures 工作程序2Working Knowledge 工作知识 3Hotel Task 酒店任务45Words and Expressions6ActivityLearning Objectives 学习目标学习目标After fini
2、shing this task,you should be able to:Understand guests complaints Offer the solutions to the problems in the hotelWorking Procedures 工作程序工作程序 Listen to the details of the complaints 仔细聆听投诉细节 Understand the guests feelings 理解宾客的感受 Apologize for the problem 为出现的问题道歉 Repeat the complaints 复述投诉 Call th
3、e related department 致电有关部门 Ask for the result 询问结果Working Knowledge 工作知识工作知识(1)(1)1.When dealing with hotel complaints,you should keep the following tips in mind:Listen attentively to the guests problem.Apologize to the guest.Tell him what you are going to do.Tell him when you are going to do.Apolo
4、gyActionTimingIm sorry,sir.Ill call Housekeeping.immediately.Im very sorry,sir.Ill change it.at onceIm sorry,sir.Ill fetch the shampoowithin 5 minutesWorking Knowledge 工作知识工作知识(2)(2)2.The suggested ways in how to deal with complaints:Say sorry to guests“Im sorry to hear that”Show your attitude and t
5、ake actions“Im terribly sorry,sir.I will look into the matter at once.”Hotel Task 酒店任务酒店任务 Suppose you are Ellen,now youre going to handle the guests complaints.Please perform the task according to the hints below with your partner.角色A:你是1608号房间的Brown太太，你等了20分钟，行李还未送到房间，你打电话给总机投诉。角色B:你是前台总机Ellen,你向B
6、rown太太道歉，并表示马上调查这件事。Words to know apologize/apology vi./n.道歉 inconvenience n.不便 assure vt.保证 happen vi.发生 bring vt.带来 matter n.事件，问题 look into 调查 right away 马上 apologize for 为道歉Useful expressions 1.Understand Guests problems 理解客人的投诉问题 (1)There is no hot water/water boiler.(2)The room is in a mess/to
7、o noisy.(3)The window curtain is full of dust.(4)The pillow cases are stained.(5)The bathtub/water closet is dirty.Useful expressions2.Offering solutions 解决问题 (1)Ill send someone up right away.(2)Ill see to it immediately.(3)Ill contact housekeeping now.(4)Ill get someone to bring some up at once.Us
8、eful expressions 3.Apologizing to guests and showing concern 表示歉意和关注 (1)Im terribly sorry to hear that.(2)I apologize for this inconvenience.(3)Im sorry.We must talk to the manager about it.(4)Ill look into this matter at once.Activity 1.Look at the cartoon below and discuss it with your partner.看下面
9、的卡通漫画，然后与同伴讨论其相关的内容。“I know you said this is a four star hotel.But I didnt expect to see them through a hole in my ceiling.What is the complaint about?_How to deal with it?_ 2.Look at the log below.Discuss with a group what a hospitality worker should do to help resolve each of the guest complaints.
10、Write your answers on the Complaints Log.看下面的工作日志。组成小组讨论一个热情好客的员工应该如何帮助解决每个客人抱怨的问题，把你们的答案写在抱怨日志上。Room NumberGuest ComplaintAction Taken203408602312521Sheets on the bed werent changedToilet doesnt flushRoom is too smallRoom service didnt arriveMistake on billCalled housekeepingActivity Basic Guidances 处理投诉的基本指引处理投诉的基本指引用您的耳朵及眼睛，但不用口用您的耳朵及眼睛，但不用口 Use your ears and eyes,not your mouth保持正面及冷静保持正面及冷静 Stay positive and calm用正面的语句用正面的语句 Use positive language用正面的身体语言用正面的身体语言 Use positive body language营造信任及诚恳的气氛营造信任及诚恳的气氛 Create an atmosphere of trust and sincerityHotel tips
