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English For Hospitality

English For Hospitality. Learning objectives:. You are expected to know how to settle the compliant of the guests. Settling Guest’s Complaints. Pre-task While-task After-task. What can I do for you?. Pre-task. 1. Discussion 2. Tips 3. Key expressions. I’ll. see. about. it.

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English For Hospitality

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  1. English For Hospitality

  2. Learning objectives: You are expected to know how to settle the compliant of the guests.

  3. Settling Guest’s Complaints • Pre-task • While-task • After-task What can I do for you?

  4. Pre-task • 1. Discussion • 2. Tips • 3. Key expressions I’ll see about it.

  5. Discussion • 1. What does a guest might complain about a hotel? • 2. How will you settle • the complaints?

  6. Tips • In order to settle a complaint, the staff should always remain calm, polite and responsible. • 1. Listen attentively; • 2. Apologize and give necessary explanation;

  7. 3.Take action to solve the problem; • 4. Check back with the customer to see that the problem is actually solved to his or her satisfaction.

  8. Key expressions • What’s the problem, sir? Can I be of assistance? 先生，出了什么问题？我能为您做点什么？ • I’m awfully sorry for that, sir. I do apologize. 先生，非常抱歉。

  9. This is quite unusual. I’ll look into the matter. 这是很少有的，我会调查此事的。 • We’ll manage it .我们会尽力办到。

  10. I’ll see about it. 我会处理这事的。 • And if there is anything more you need， please let us know．如果还需要别的什么东西，请告诉我们。 • I’m sure everything will be right again next time you come. 相信下次您再来时，一切都会使您称心满意的。

  11. While-task • Finishing the task in the textbook

  12. Listening and speaking • 1. Watch the video and try to get the general idea. • 009.WMV • 2. Watch the video again and practice the given dialogue in pairs.

  13. 3. Make up your own dialogues about settling guest’s complaints. For example: • Mrs. Brown woke up several times because of the noise of the elevator and would like to change her room.

  14. 4. Finishing the task in the textbook • 1) Answer related questions. • 2) Learn some key language expressions.

  15. After-task • 1. List the compliments the guest may mention. • 2. Role play: • A) Mr. Bellow wants to change a room, for it is too noisy. • B) Mr. Bellow complains to the assistant manager about the slowness in service.

  16. Assignment • 1. Discuss with your classmates after the class: What do you do if your guest complaints that there is no hot water/water boiler in room. • 2. Finish the exercise： • Role play: •    A). Mr. Bellow wants to change a room, for it is too noisy. •    B). Mr. Bellow complaints to the assistant manager about the slowness in service.

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