【Introduction】

As we all know, the staffs in the Front Office sometimes are very busy and tired. So they may make some mistakes and lead to the guests’ complaints. So the staffs need to know how to settle thecomplaints and make the guests be satisfied with our hotel and our servicequality again. Besides, you should know the procedure to deal with thecomplaints.

【New lessons】

             7-1   Changing a Room   换房

Scene: Mr. Bellow (B) wants to change a room. He goes to theAssistant manager (AM).

AM: Good morning, sir. What can I dofor you?

B: I am Bellow. I am in Room 908. Canyou change the room for me? It is too noisy. My wife was woken up several timesby the noise the baggage elevator made. She said it was too much for her.

AM: I am awfully sorry, sir. I do apologize. Room 908is at the end of the corridor. It is possible that the noise is heard early inthe morning when all is quiet.

B: Anyhow, I′d like to changeour room.

AM: No problem, sir. We will manage it. How aboutRoom 902? It is rather quiet.The room is of the same type as Room 908. We giveyou a ten percent discount as compensation.

B: Very well.

AM: Please fill in this room changing form.

(Mr. Bellow goes through the formalities.)

Here is the key to Room 902. The bellman will helpyou with your baggage. Please return him the key to Room 908.

B: What efficiency! I hope I will have a sound sleepthis evening.

AM: Be sure, Mr. Bellow. If there is anything moreyou need, please let us know.

                                                       7-2   A Complaint about Something Lost                                                        投诉物品丢失

Scene: Mrs.Frank(F) hurries to the Lobby Assistant Manager (M).

F: My suitcases have been stolen and Iwant them back, quick.

M: Take aseat, madam. Please tell me exactly what has happened.

F: Two suitcaseshave been stolen from outside my room.

M: Yes.

F: I put them out at about 7:30 thismorning. The bellman was supposed to take them down to the tour bus. But I havejust been down to the bus, and I couldn’t find them at all. They must have beenstolen.

M: Couldyou tell me what they look like?

F: They arelarge, grey leather suitcases. Look, I want some action on this.

M: Yes, of course, madam. I’m very sorry about this. Justlet me get clear what happened. You left two suitcases outside your door at7:30 this morning for the bellman to take down to the tour bus. You’ve been tothe bus, and there’s no sign of the suitcases.

F: Right.

M: It’spossible that the suitcases have been put down in the wrong place. So the firstthing I’m going to do is to contact the reception desk. Together we’ll check the hotel and the tour bus thoroughly with the SecurityOfficer. I will report this to the General Manager. Then we will see if we haveto contact the police.