酒店英語學習情境三：客房服務英語34SolvingProblems課件

1、酒店英語學習情境三：客房服務英語34SolvingProblems酒店英語學習情境三：客房服務英語34SolvingProbl學習任務: 解決問題 Name : AnnieJob: Room AttendantResponsibility: To solve the problems in the hotel rooms and report it to the manager學習任務: 解決問題 ContentsLearning Objectives 學習目標1Working Procedures 工作程序2Working Knowledge 工作知識 3Hotel Task 酒店任務45W

2、ords and Expressions6ActivityContentsLearning Objectives 學習Learning Objectives 學習目標After finishing this task, you should be able to： Understand guests problems. Offer solutions to problems in the hotel.Learning Objectives 學習目標After Working Procedures 工作程序 Listen to the guest carefully. 認真聆聽客人投訴Apolo

3、gize to the guest sincerely. 真誠向客人道歉React to solve the problem. 找出解決問題的途經(jīng)Notify the guest what was done to solve their problem. 通知客人已采取措施解決問題Phone to the guest and deal with feedback. 致電客人反饋信息Working Procedures 工作程序 Working Knowledge 工作知識(1)1.The principle of solving problems. 處理投訴的原則(1) 面對客人投訴,應第一時

4、間做出道歉,可以說:“Im sorry to hear that.”(2) 有客人投訴,應該表示馬上調(diào)查這件事,可以說:“I will look into the matter.”(3) 如果真的出錯了,應誠懇地向客人道歉: “Im terribly sorry, sir/I do apologize/Please do accept our apologies.” Working Knowledge 工作知識(1)1.TheWorking Knowledge 工作知識(2)2. Saying sorry to guests 對客人道歉的表達(1) Im sorry to hear that

5、聽到這樣的事，我們感到遺憾（抱歉）。(2) We do apologize for the inconvenience.我們造成不便向您道歉。(3) Sorry to have cause you so much trouble.我們?yōu)榻o您帶來的不便深表歉意。Working Knowledge 工作知識(2)2. Sa3. Replying to the guests sincerely 向客人表達誠懇態(tài)度的語句 (1) Thank you for bringing the matter to our attention. 感謝您提醒我們注意。 (2) I assure you that it

6、 wont happen again. 您盡可以放心，不會再發(fā)生這種事情了。Working Knowledge 工作知識(3)3. Replying to the guests sincHotel Task 酒店任務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房間, 你向服務員投訴洗手間沖水系統(tǒng)壞了。角色B:

7、 你是客房服務員Annie，你負責處理客人的投訴并馬上采取解決辦法。Hotel Task 酒店任務Suppose you areWords to know complain v.抱怨tap n.水龍頭 apology n.道歉apologize v.道歉 toilet n.廁所immediately adv.立刻 flush v.沖刷replace v.更換 plumber n.水管工clog v.組塞 as soon as possible盡快Drip v.滴水Words to know complain v.抱怨tUseful expressions1. Complain about Po

8、or Service 對服務感到不滿 (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 對服務的安排感到不滿 (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 wi

9、ll be taken care of.Useful expressions1. Complain Useful expressions3. Guest needs to change another room 客人需要換房間 (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. (

10、4) If there is anything I can do for you, just let me know.Useful expressions3. Guest neeActivity 1. Match the following guests complaints with the clerks responses. 匹配下列客人投訴與職員的反應。Complaints _1.The air-conditioner doesnt seem to be working. The room is rather hot._ 2. Ive just checked in and found

11、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.Activity 1. Match the followinResponses 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

12、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 Responses A. Certainly sir, IActivity 2. Work in pairs and discuss the problems the guests might have in the pictures. Then think of solutions to the problems. 根據(jù)圖片寫出客人的

13、問題，并通過討論后寫出解決方法。 Problem_ Solution_Activity 2. Work in pairs and Problem_ Solution_ Problem_ Solution_Activity Problem_ C- clerk G- guestC: 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

14、 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 ab

15、out 1506. Im sure you will like it.G: Thank you. 3. Practice the dialogue with your partner, then fill in the customer complaint form. 對話練習，并填寫顧客投訴表格。Activity C- clerk G- gueCustomer Complaint FormGuest Name:_Room No:_Complaint: The room is_There are _in the bathroom.Solution:_Customer Complaint Form 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 situat