《酒店英語》課件-處理冰箱噪音投訴

酒店專業(yè)英語HospitalityEnglishHandlingComplaints

Task1NoisefromRefrigerator

Vocabularycomplainv.投訴、抱怨properlyadv.恰當?shù)膃lectriciann.電工maintenancen.維修、保養(yǎng)acceptv.接受discountv.打折扣feedbackn.回饋assure

v.保證；擔保；takenquickaction采取快速行動electricfacility電器設備dutymanager值班經(jīng)理ReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSONEReadthetaskReadthetaskAguestcallstocomplaintherefrigeratornoiseinhisroom.You,aroomattendant,receivethecallandhelptheguesttosolvetheproblem.TWOLearnthetaskstepbystepLearnthetaskstepbystep1.GreetguestsGoodafternoon,mayIhelpyou?——————————————————————————————2.ListenattentivelyandapologizefortheproblemOurapologiesfortheproblem.Iamsorrytohearthat.MayIhaveyourroomnumber?——————————————————————————————3.ExplainpatientlyandfixthefacilityrightnowIamawfullysorryforbringingyousomuchinconvenience,andIwillrepairitforyourightnow.Iamsorryaboutthat,Mr.Foster.Iwillcallyourroomattendanttochangeyourrefrigeratorrightnow.Learnthetaskstepbystep4.Telltheguesthowtocompensatehimorher

Wewillgiveyousomecouponandyoumayenjoyfreeafternoonteaontheexecutivefloor.

FortheroomdiscountIwillaskourdutymanagertotalktoyou.————————————————————————————5.ApologizeagainandwishtheguestanicestayIamsorryforthat.I’msorryforhavingcausedyoutheinconvenience.Iassureyousuchthingswillneverhappenagain.——————————————————————————————TPracticethetaskHEERPracticethetaskAguestcallstocomplaintherefrigeratornoiseinhisroom.You,aroomattendant,receivesthecallandhelptheguesttosolvetheproblem.Workinpairstorole-playatelephoneconversationaboutcomplainingaboutfridgenoisewithyourpartner,youactasthefloorattendant,yourpartneractsastheguest.Andthenchangetherolewithyourpartnerwhenyoufinishtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.Furtherpractice

Makearoleplaywithyourpartnerandfinishconversationaccordingtothesituation.

Situation:Yvonneisaroomattendant,aguestmetherinthefloorandcomplainedtheroomsafetyboxcannotbeopened.Hiswalletisbeenlockedinsideandhehavenocashorcreditcardtouse.AssessmentChartName:Position:Task:Content:☆

☆☆

☆☆☆1.Complete□□□2.Well-organized□□□3.Creative□□□Language:

☆

☆☆

☆☆☆1.Withfluency□□□2.Withgoodpronunciation&intonation□□□3.Understandable□□□4.Withanaccent□□□Performance:☆

☆☆

☆☆☆1.Withconfidence□□□2.Withcourtesy□□□3.Withgoodserviceattitude□□