【New Lessons】                                                                                                                                                                              7-3  Handing a complaint about Room Reservation                                                                                                               处理客房预订的投诉

 Scene: Mr. Brown(B)complains to the Lobby Assistant Manager(M).

 B: Hello, aren’t you the Lobby Manager?

 M: Yes, sir. Goodevening. What can I do for you?

 B: Your receptionist does annoy me. My name is Brown. I made a booking weeks ago, for a single room, three days. But when I came to the receptionist just now, he said to me the room was let to someone else and there were no others available. It’s intolerable, isn’t it?

 M: I’m sorry about it, Mr. Brown. Would you please tell me when you arrived at our hotel?

 B: Just now. At about ten o’clock. Why, is there anything to do with that?

 M: I’m afraid that you should have checked in before six this evening. There is 6 p.m. release on all our rooms. It was in the letter of confirmation.

 B: Well, my plane was 4 hours late. And now you tell me that you’ve let my room.

 M: I’m terribly sorry, Mr.Brown. But that is the suitation. Let me see if I can book you another room in a nearby hotel. We’ll arrange the transfer.

 B: The same answer as the receptionist’s. That’s the least you can do. Well, all right, go ahead, I’ve got to sleep somewhere.

 M: Please take a seat. I’ll soon have something arranged for you.

  ( A few minutes later)

 Sorry to have kept you waiting, Mr. Brown. I’ve booked a single room for you at Garden Hotel, which  takes only a five minutes’drive. Is it all right?

 B: Thank you.

 M: My pleasure.

  (He instructs a porter to carry Mr. Brown’s baggage.)

  This way, please.

  ( He escorts Mr. Brown out of the lobby and waves to a taxi.)

Here is the taxi for you, Mr. Brown. Fare is all on the house. I do hope you will come to our hotel again!                                                 

                                                   7-4   A Complaint about Charging More                                                                                                                         多收费用的投诉

Scene: At the Reception Desk, a guest(G) insists on staying longer without paying more.

 Employee(E): Good morning. May I help you?

 G: My flight doesn’t  leave till 5:45 p.m. and I don’t want to wait around at the airport all day. Could I     still rest in the room this afternoon? 

 E: Excuse me, sir. According to our regulations, a half day’s rent is charged against a room not vacated     by 12:00  noon. If you want to keep your room this afternoon, we will have to charge you 50% of the  price.

G: (Angrily)   What? Ask for money again?  I have settled accounts. I won’t pay more the two or          three hours. No more! Do you hear?

E: We’d like to help you as we can. You may leave your baggage here until 4:30. Just speak to the              porter and he will take care of it…  free of charge, of course.

G: But damn it! I won′t give you one more cent!

E: The porter will keep your baggage free of charge, sir, and you are welcome to rest in the lobby.

G: No. I insist on having a rest in the room. 

E: Then, would you wait a moment, please, sir? I will ask our manager to come and take care of your           request.

【Conclusion】

From this class, we can understand handling the customers' complaint properly is not only an important skill but an art in nowadays hospitality industry. It can help you to turn a dissatisfied guest into a satisfied one, and improve the customer loyalty as well. Please get familiar with the skills about settling the complaints through this unit and most importantly, put them into practice in your future work! Let's make the complaints be good things!