Lesson26　Relocating Guests 换房间

A What to say.

What might a hotel employee say when handling guest complaints?

I’m very sorry for the inconvenience.

It’s obviously our mistake.

Please relax, ma’am.I’ll do it right away.

I’ll look into it at once, sir.

B Listen to five short dialogues.Decide what problem each dialogue is about and put the right number (1-5) of the conversation under the problem.

C Conversation

New Words

damp [dæmp] adj.潮湿的

Exercises

26.1 Oral Practice

Pair work.Role-play the following situations.

1.Student A:You are at the front desk and complain that the people next door are having a very loud argument and you cannot sleep.You prefer a room no higher than the 3rd floor because your wife doesn’t like heights.

Student B:You handle the complaint.Suggest Room 726 at the end of the corridor and say it is very quiet.

2.Student A:You come to the front desk to complain.There is a paint (油漆) odor in your room.It gives you a headache and you want to change rooms.

Student B:You apologize to the guest and explain the hotel has been redecorated (重新装修) recently.You find a room in Building B which was built last year.

26.2 Do you know the guests’ expectations when changing rooms? Discuss with a partner and

then compare with the ones listed below.

➢ I expect my room change to be handled professionally and expediently.

➢ I do not expect my request to be treated as an inconvenience by hotel staff.

➢ I hope I can get my room according to my preference and requests.

➢　 I expect my room change to be done quickly, friendly and efficiently by knowledgeable staff who can assist me with my needs.

➢　 I expect ALL my possessions to be transferred to the new room intact and the relocation to be as convenient as possible.

26.3 Study the following useful tips about room move.

Live Move:Room changes with guests present are considered “Live moves”.

1.Start the room change.

2.Provide key and luggage assistance.

3.Call the bellman to change the room.

4.Update the record.

5.Inform relevant departments.

Dead Move:Room move is done when guests are not present.

1.Advise the guests they must pack their luggage.

2.Handle the package.

3.Handle the unpackaged.If guests want to be “Dead moved” and the luggage is not packed, the hotel staff will be unable to move due to security procedures and liability issues.

4.Make the new room key and keep at the front desk.

5.Advise the room status to guests.