when a guest is making a complaint(投诉)，what we should do to make the guest satisfied?

Generally speaking, we should apologize first, and then find what is wrong, and finally solve the problem personally (第一个视频，亲自解决) or ask someone to solve it （第二个视频，让相关人员解决） 

Duiring a interview, there are similiar questions like these situations. In this part, interviewers will give you a situation on a cruise, and ask you questions. they wants to  test your work potentials and service awareness服务意识, responsibiity awareness责任意识, safty awareness安全意识, etc.

现象分析：

情境面试题型是面试官把邮轮工作的实际场景搬到了面试现场，假设一些问题，而这些问题又都是曾经在邮轮工作地点实际发生的情景，面试官问这类问题的目的是想要了解他们公司未来的员工是否具备了将来上邮轮工作的潜力和各种意识，如服务意识、责任意识、安全意识，等等。类似的面试题型有：

1Q: If the guest is angry with you,what will you do?

A: I will say sorry first and do better next time. If necessay, I will also give him a gift to make up(送个小礼物作为补偿). 

2Q. If you are talking with one guest,but your mobile phone rings, what will you do?

A:  I will say sorry first, and if the guest doesn't mind, then I will pick it up (接听).

3Q: If you can't understand your guest,what will you do?

A: I will say "pardon"?

4Q: If a guest falls down,what will you do?

A: I will check if he is hurt and if not hurt, I will help him rise up.

5Q: If a guest breaks a glass, what will you do?

A: I will check if he is hurt and if not hurt, I will change a new glass for him. 

6Q:  If a guest likes coffee,but he thinks coffee is bad for his health,what beverage can you recommend?

A: I recommand decaf. (because there is no caffeine咖啡因 and it also keeps the flavor of coffee)

7Q: How do you understand the teamwork?

A: It means sharing ,discussing, choosing, and cooperating.(注意必须用动作的名词词性，动名词)

讲解分析：

这类问题要求被面试者要具有很强的服务意识，了解所申请岗位的专业知识，回答此类问题时要时时刻刻站在客人的角度考虑问题，最终目的就是想尽一切办法让客人开心高兴，并让他们成为邮轮公司的回头客。 下面举几个例子：

8.Q:If you are a waiter and I'm a guest,my food is wrong,what will you do?

A:I will say sorry first,then double check the order and try my best to solve the problem and make the guest be satisfied with the result.

9.Q:If the guests'fork and spoon fall down,what will you do?

A:l will pick up the fork and spoon,and change another new fork and spoon for the guests.

10.Q:If you overhear(无意中听见) that it is my birthday today,what will you do?

A:l will discuss with the chef in the galley and give you a piece of cake or a small gift.

11.Q:If you are a cleaner.and you know that it is my birthday today,what will you do？

A:I will give you a hug（拥抱） or sing a song to you or say Happy Birthday.

        第11题和第10题的答案不同，是因为他们的职位不同；第10题中，他面试者的职位是助理服务员，他直接在餐厅里工作，可以为客人提供一些免费的礼物；第四题中，被面试者的职位是清洁工，他不能去餐厅里面拿蛋糕，所以为了哄客人开心，他就可以根据自己的岗位情况为客人唱一首生日歌或者说一句“Happy Birthday”，这种答语和做法也是正确的。

        总之，此类问题的应答原则就是站在客人的角度考虑和处理问题。 按照这个原则应对情境英语面试问题，面试官会给出一个令人高兴的面试结果。