Chapter 21

1. Chapter 21 Handling Problems and Complaints

2. Part I Dialogues • Part II Vocabulary Study • Part III Listening and Speaking • Part IV Practical Writing • Part V Feature Reading

3. Dialogue 1 Slow Delivery of Luggage • Context: A room guest who has just checked in calls the Bell • Service, complaining about his luggage not being • sent up. • Pre-listening questions: • Why is it that the delivery of luggage is slow today? • How does the clerk apologize to the guest? Staff: Good afternoon. Bell Service. Li Wen speaking. Can I help you Guest: Yes, I checked in half an hour ago. Why hasn’t My luggage been sent up yet?

4. Staff: I’m sorry, sir. May I know your name and room number, please? Guest: Tom Bluster,Room1226. Staff: I’m sorry, Mr. bluster. Two travel groups were checking in this afternoon, and the luggage has to be sent one floor at a time Guest: How long need I wait for it? Staff: Don’t worry , Mr. bluster. I’ll check them for you. Would you please give me some features of your luggage. Guest: Certainly. I have three bags. One is a small black suitcase and the other two are bid brown suitcases. Staff: Is your nametag attached to it? Guest: Yes.

5. Staff:Just wait a moment, please, …Oh, Mr. bluster, sorry to have kept you waiting. Your luggage is already on the way. Guest: Thank you. Staff: You’re welcome.

6. Dialogue 2 A Mistake in a Table Reservation • Context: Mr. King, together with three of his colleagues, • Is at the hotel restaurant. • Pre-listening questions: • What did the restaurant promise to offer to the • customers? • 2) How does the clerk apologize to the guest?

7. Staff: Good evening, madam. For how many people? Guest: A party of four. Staff: Do you have a reservation? Guest: Yes, we do. We have booked a table for four. Staff: May I have the name, please?. Guest: The name is Reynolds. Staff: Yes, madam. One moment, please. I’m afraid There’s no table reservation marked in that name, madam. Guest: But I called myself only this afternoon and I was promised a window table. Staff: I see. There must be some mistake, madam. Guest: Then what’s to be done? Staff: Ah, we could give you a pleasant table in the

8. Jingtai room ,though it is not a window table. Guest: Well, I suppose we will have to manage with that, but I must tell you I’m disappointed with your service. Staff: I’m sorry indeed that this should have happened. But I assure you we will make every effort to make your evening here a pleasant one. Guest: We do wish to enjoy your good service.

9. Dialogue 3 A Complaint about Room Cleaning • Context: Mr. Morris calls the room center complaining about his room not room not being cleaned. • Pre-listening questions: • What problems is the guest complaining about? • 2) How does the clerk apologize to the guest?

10. Staff: Good evening. What can I do for you, sir? Guest: Quite a lot. It is hard to believe that my room has not been cleaned so far. Staff: I’m sorry. It must have been an oversight by housekeeping. Guest: An oversight? What can be more annoying when you asked for dry-cleaning and have been told they are unavailable. Staff: Thank you for pointing out this problem. I will investigate immediately. Guest: Besides, no one would like to stare at the same two apples left in the fruit bowl for one week. When I asked for a little more

11. variety, I was told most of the fruits were out of season. It’s unbelievable. Staff: I will report to the manager why you have not experienced our usual good service. Guest: Shall I have to go on putting up with such a room maid? She is rude, never saying “Good evening” and always slamming the door hard when she finishes turn-down service. Staff: I do apologize that you have been troubled sir. Your room has not been cleaned today,

12. You have had the same fruit, three bags rarely occur in the room and the room attendant is always rude. Is that correct, sir? Guest: yes, I don’t want to suffer any more. Staff: I assure you the problems won’t happen again. We will take action immediately after our investigation. We are sorry again.

13. Dialogue 4 A complaint about an Annoying Call • Context: A guest received an annoying call in his room. He complains to the operator. • Pre-listening questions: • What does the annoying call ask the guest to do? • 2) What does the clerk do after the investigation into this matter?

14. Staff: Good evening. How can I help you? Guest: Yes, a moment ago I received a call and told if. …. Staff: I’m sorry, sir. What’s the problem? Guest: I don’t want to be interrupted. Will you be patient? Where was I? Yes, I just received an annoying call asking me if I need a massage. I was already sleeping. Staff: I ‘m sorry, sir. Can you tell me your room number and name, please?

15. Guest: Room 1709.And the name is Mr. Tom bluster. Staff: Thank you for pointing out the problem, Mr. bluster. Guest: I don’t want any thanks. Just don’t leave me disturbed. Why did your operator put through the strange phone calls to my room? Staff: I will ask our duty manager to check our phone records and give you feedback very soon. (Fifteen minutes later) Manager: Good evening, Mr. Bluster. We have investigated the matter. The annoying call was

16. from another room. We are sorry for bringing the trouble to you. But you don’t need to worry. This won’t happen again. Guest: Thank you. I hope so too. Good night. Staff: I hope you will have a good sleep. Good night.

17. Vocabulary Study bell service check in send up at a time nametag n. be attached to on the way assure v. so far make every effort to do 行李服务 入住登记 送上楼 每一次 行李牌 附在…..上 在途中 保证,担保 到目前为止 竭尽全力做……

18. oversight n. housekeeping n. annoying adj. Extra adj. unavailable point out investigate v. variety n. out of season unbelievable adj. 疏忽 客房部 恼人的，讨厌的 另外的，额外的 不能获得的 指出 调查 变化 不当季，下市 令人难以置信的

19. put up with room maid attendant slam v. turn-down service take action massage n. disturb v. operator n. put through feedback n. 忍受 客房服务员 砰地关上 开夜床服务 采取措施 按摩 打扰 （电话）接线员 接通（电话） 反馈，回馈

20. Exercise 1: Match the expressions on the left with the best meaning on the right. • -----nametag a. an unintentional omission or mistake • -----assure b. the return of information about the result of • a process or activity; an evaluative • response • 3. -----oversight c. to interfere with; interrupt • 4. -----disturb d. to make certain; ensure • 5. -----feedback e. a badge of personal identification • worn to permit access to areas, such • as government installations or industrial • plants, or gatherings, such as conventions • or sales meeting

21. Exercise 2: Complete the following with words or expressions from the dialogues. • Due to the large number of guests in a hotel, a nametag is usually a -------to the luggage to ensure the luggage can be sent to the guest properly and timely. • Every department and staff member in a hotel should make every to avoid any o---- as possible. • When guests produce complaint of any kind, the staff member should i------ it immediately and then take action timely.

22. 4. The o------ should notice not to put through any strange phone calls disturbing the guest. 5. The r----- ------- should be polite and careful when offering service to guests.

23. 1. Functional Sentences 向客人道歉 I’m (so/terribly) sorry _____,sir/madam . to bring you the trouble to have kept you waiting ] about the inconvenience you have been troubled it must have been troubles it caused you so many troubles it has inconvenienced you

24. We do apologize for_______ the damage the inconvenience any mistakes

25. 了解情况 Excuse me, sir/madam. Would you please______ give me some features of your luggage give me some details tell me what happened there

26. 简单评论 Thank you for ___________. We will investigate immediately. bringing it to our attention pointing out this problem your cooperation and understanding

27. 抚平客人情绪 I assure you/I guarantee that______. this won’t happen again from now on you don’t need to worry. I understand how you feel and we’ll try to do our best to help you.

28. 2. Answer the following questions • What would you say to a guest who has been upset? • Should you blame someone else when a guest complaints? What words are appropriate? • Would you give excuses to answer the guest’s complaint? What comments are appropriate? • If a guest has lost his camera, what would you say? • If a guest complained that their room was not cleaned the previous day, what would you say when you telephone the guest the following day?

29. Exercise 1: Listen to the short dialogues. Fill in the blanks. Then practice with your partner. Dialogue 1 Guest: I have been waiting for the taxi for 15minutes, why? I have an urgent ___with my business associate at 7:20 p. m Staff: ___, sir. It’s raining now, so tax___. Our bellman is trying to get a taxi for you now. Please___. I think it will come very soon. Guest: Ok, thank you. Staff:_____________

30. Dialogue 2 Guest: Your refrigerator in the room makes a lot of noise, I can’t sleep the whole night last. Staff: ___. May I have your__, please? Guest: Room 1120. Staff: I’m ___ that, Mr. Mark. First I will call your ___to __right now. If you had told us last night, we___ quick action then. Dialogue 3 Staff: Good evening. How may I help you? Guest: Why didn’t your room attendant bring __in my room? I don’t have any towels at all! Staff: Oh, ___that. It__ for the room attendant to be careless. I will call the room center now. Guest: it won’t keep me waiting long, I hope.

31. Dialogue 4 Guest: I ordered a steak from__ at 8:00 P. m, and the meal arrived at 8:40 p. m . And the waiter brought lamb cutlets. The___. Staff: And you ___. Is that correct? Guest: And now? Staff: I will have a waiter____ to your room immediately. The steak___.

32. Dialogue 5 Staff: Head waiter, I want to have a word with you. Guest: Yes, madam. Is there___? Staff: Something wrong? I__ there is something wrong. My husband and I have___ nearly an hour for our meal! Guest: I’m___, madam. Our staff has been kept___ this evening. I will___. Now, if___ just telling me what you ordered. Dialogue 6 Guest: Hello, speaking. Staff: Good afternoon, Ms. Green, this is Amanda ___you spoke to yesterday evening.___ you ask if your room__ today?. Guest: Yes, the bathroom is quite clean now. Staff: I’m___.

33. Exercise 2: Listen and fill in the missing information. Guest’s name:____________ Room No.:__________ Property lost:________ Material: _______ Brand:______ Value: ___________________ Time when it was last seen:_____________ Place where it was last seen:__________ Personnel the guest wants to see:__________ Personnel available:____________

34. Exercise 3:Listen and fill in the blanks. Guest: My name is------and my room number is----.Someone has stolen my gold---- Staff: I’m sorry to hear that. Would you please come with me to my office and tell me---there, madam? Guest: Ok (They go inside the reception office.) Staff: Are you sure that---in your room? Guest: Yes, I have looked everywhere in my room and couldn’t find it. Staff: Ok. When and where-----? Guest: Last night I took it off before I went For a shower and--- after the shower. And this morning I left the hotel in a hurry without wearing it. Staff: ---That you didn’t wear it this morning? Guest: Yes, I’m positive.

35. Staff: Did you remember to---before you left? Guest: Yes, I think I did. It has to be one of your maids who look it. I want my necklace back Staff: Please----, for example, the shape, color, material, brand and the--- Guest: It is silver and gold---, covered with---. The brand is---. It costs---HK dollars. Staff: Well, I---and we’ll try to---you. But first the housemaids will go to your room and look for it again thoroughly. If she finds it we’ll all be happy. If she doesn’t we’ll report the matter to the police. But I must say that the hotel can’t---for your loss. You---your gold necklace away at the hotel’s---. Guest: That just isn’t good enough. Get me---. I want to speak to him right now. .

36. Staff: I’m sorry, madam. Our general manager is not available now. but I’ll---for you if you like. We have very clear instructions about valuables and we must follow them. And now if--- I’ll go and find our assistant manager for you.

37. Exercise 4: Complete the dialogue orally with the Chinese prompts. Guest: Boy, come here. Staff:--------( 您吃的满意吗？） Guest: No. the steak was recommended, but it is not very fresh. Staff: ----------（真对不起，我给您换一盘．） Guest: So what? It is not fresh and I’m not happy about it. Staff: --------（很抱歉，先生．您想要试其他东西吗？我们可以 免费送您食物） Guest: No. I don’t want to try something else, and find it is not fresh again! Staff:－－（来一份美味的甜食，免费送您，好吗？） Guest: I’m not so keen on desserts as a habit. They’re fattening. Staff:--------（那好，先生，这您的帐单，我已经把牛排划掉， 请问您住几号房？）

38. Guest: Room 1108 Staff:------(请在帐单上签名．我保证您下次来的时候一切都会好的．） Guest: Don’t be so sure of it yet. I’m very critical and demanding. Staff: -------（我们对我们的厨师很有信心，只要再给我们一次机会，您会发现这家餐馆是名副其实的．） Guest: All right. I’ll come again. Staff:--------（非常感谢，先生．）

39. Exercise 5: Role Play 两位客人在饭店餐厅用过晚餐后，向餐厅领班投诉食物过冷且服务太慢（slow service）.他们对餐厅服务质量（quality of service）与服务员态度（staff’s attitude）非常不满．他们还要求找餐厅经理理论理论（to settle the problem），但餐厅经理不在（unavailable）．假如你是餐厅领班，你的同学是客人，请在课堂表演如何处理此事 一位客人在饭店送餐中心（room service center）预订了早上七点钟的房内早餐送进房时已经是七点三十．因为他要赶三十分钟的路程去赴一个八点钟的约会（to fill an eight o’clock appointment），所以没有时间吃早餐．事后，他找到前台投诉，并要求饭店第二天为他提供一份免费早餐（a complimentary meal）．假如你是前台接待员，你的同学是客人．请在课堂表演如何处理此事．

40. 贝希伦（Bachran）女士在前台退房．客房服务员检查（inspect）了房间，发现遗失了三条浴巾（bath towel）．前台得知后，要求贝希伦女士赔偿１２０元人民币．贝希伦女士很生气，他拒绝支付浴巾赔偿费（towel fee）．值班经理被叫了过来．他向客人做了解释，没有让贝希伦女士付浴巾赔偿费．假如你是前台接待员和值班经理，你的同学是客人．请在课堂表演如何处理此事．

41. Responding to Complaints by Guests 处理回复客人的投诉信是饭店形象，表达商誉的重要手段．首先，要表示同情，承担该承担的问题，重点放在问题及解决方案上，尊重对方，不要伤害对方的个性及感情，设身处地为客人着想．无论你是否同意对方的观点，在回信中应当使用善解人意的口吻．比如，可以说，“”，　而不要说，“”．信写好后，必须检查一遍，一确认信中内容符合饭店相关原则，如补偿措施，赔偿措施，责任等．

42. -------(饭店名称及地址) ---------(写信日期) Re:----(主题) Dear---,(客人姓名) I’m writing with reference to---(投诉内容或情况)of---(日期). First, I apologize for the inconvenienced/distress/problems created by our error/failure. We take great care to ensure that important matters such as this are properly managed/processed/implemented, although due to---(),so on this occasion an acceptable standard has clearly not been met/we have clearly not succeeded in meeting your expectations.

43. In light of this, we have decided to-----(),which we hope will be acceptable to you, and hope also that this will provide a basis for continuing our relationship/your continued custom. I will call you soon to check that this meets with your approval. (Please contact me should you have any further cause for concern.) your.,

44. Exercise: Find out if the following response letter can satisfy the complaining guest. If not, try to improve it.

45. There is an old story about this couple who went on vacation and stayed overnight at a well-known hotel. They had an uncomfortable night’s sleep and woke to find their bed infested with bed infested with bedbugs()! They were naturally angry and vowed() to write a nasty letter of complaint to the owner of the hotel, which they did when they got home. Several weeks later, they received a reply from the hotel owner. Reply from president:

46. Dear Guests, I was extremely disturbed to hear about your unfortunate experience at one of our hotels ,Let me assure you that I personally have looked into the matter and have fired the person responsible. We pride ourselves on having the best accommodations available, and just the thought of allowing insects in any of our hotels makes my blood boil. Enclosed you will find a coupon allowing you to stay at one of our hotels for two nights, free of charge. Please, again, accept my sincerest apologies. Yours truly, Hotel Owner

47. Guidelines for Handing Guests’ Complaints • Pre-reading questions: • Why do guests make their complaints about a hotel? • Are all hotel guests’ complaints the same?

48. Dealing with guests’ complaints is important in meeting guest expectations. Guests will sometimes be disappointed or will find fault with something or someone at the hotel. The hotel should be especially attentive to guest with complaints and should find timely and satisfactory resolutions to the problems. Guests’ complaints fall into four types: mechanical complaints, attitudinal complaints, service-related complaints, and unusual complaints. All guests’

49. complaints deserve attention. Hotel management should encourage and settle guests’ complaints . When handling guests’ complaints, the employees And management staff should keep the following in mind: In order to avoid risking potential danger, do not go alone to a guestroom to investigate a problem, for a guest may be quite angry at the moment the complaint arises. If a problem cannot be resolved ,admit this to the guest early. Honesty is the best policy when dealing with guest complaints. Some guests complain as part of their nature. Have an approach for dealing with such guests.

50. To be more specific, the following rules will help management staff to handle complaints effectively in a professional manner: Listen with concern and empathy. Isolate the guest if possible, so that other guests won’t overhear. Stay calm, and avoid responding with hostility or defensiveness. Don’t argue with the guest. Be aware of the guest’s self-esteem. Show a personal interest in the problem. Use the guest’s name