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Teaching Objectives. 1. To master the right way to deal with the complaints To know the categories of the complaints to the room To know the basic etiquette while dealing with the complaints. 2. 3. Basic Information. complaints to the room:. complaints to the room facilities.
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Teaching Objectives 1 To master the right way to deal with the complaints To know the categories of the complaints to the room To know the basic etiquette while dealing with the complaints 2 3
Basic Information complaints to the room: complaints to the room facilities complaint to the TV set complaint to the air conditioner complaint to the toilet complaint to sanitation of the room complaints to the service
Service procedure apologizing to the guest first. listening carefully to the guest’s complaints looking into the matter solving the problem immediately apologizing again, and make compensation if necessary
How to Express 1. Please accept my apology on behalf of the hotel./ I’m sorry, sir/ (madam), but I’ll see what I can do./ I do apologize for that. sir/ (madam). 2. I’m out of toilet paper./ My sink (toilet, refrigerator, ceiling) is leaking./ My room hasn’t been cleaned up well recently./ The water is not warm enough to take a shower./ It can’t be worse! The picture is wobbly occasionally./ The toilet doesn’t flush, it’s clogged./ The water tap drips all night long./ My air conditioner is out of order and it makes too much noise./ People next door are talking and laughing loudly all the time, I can’t fall asleep.
Practical Operation 1 Fill in the blanks to make a dialogue. C=Clerk G=Guest G: Excuse me, but _________________ about the air conditioner in my room? C: Yes, sir. __________________? G: There is no cold air coming from it and the control knob doesn’t work. C: _______________________. I’ll report to the Maintenance. Just a minute, please.
Practical Operation C=Clerk G=Guest C: Good morning, sir. ____________________________? G: Yes. This is Room 606. Can you bring me some toilet paper, please? C: Yes, sir. ____________________________. G: Thank you. C: _______________________.
Practical Operation C=Clerk G=Guest C: Floor Service Desk.____________? G: I called ten minutes ago for a fresh towel. But I still haven’t seen any. How do you think of your service? C:________________________. There must be some misunderstanding. _____________________________. G: OK. Hurry, please. C: ____________________________ .
Practical Operation 2 Role play Situation 1: A guest would like to do some reading at night, but the light in this room is too dim. He asks the clerk to bring a brighter one. As your duty, you apologize for the inconvenience and promise to get one right away.
Practical Operation Situation 2: The guest complains that the elevator is making a loud noise and he can’t sleep very well. You apologize first and then explain that the room is just near the elevator. You are very glad to change the room for the guest.
Practical Operation Situation 3: A guest in room 1218 calls to complain that his room is too hot, and he couldn’t adjust the air conditioner, it seems that it is out of order, a repairman has repaired it, but it still doesn’t work, you are the manager of the Housekeeping Department, a room attendant tells you about this, change another room for the guest, and apologize to the guest about this.
