Lesson27　Complaints about Food and Service 对食品及服务的投诉

A What to say.

What might a hotel employee say when handling guest complaints?

This certainly shouldn’t have happened.

I’ll look into it immediately.

I’ll deal with it personally.

Thank you for telling me about it.

I’ll make sure it doesn’t happen again.

B Listen to the guest complaint.Tick (√) the boxes to show the right answers.

1.The guest is staying in…　Room 513 □　Room 315 □

2.The given name of the guest is…　Lily □　Alice □

3.The telephone number the guest calls is…　5983-2784 □　5938-7284 □

4.The guest wants to call…　Japan □　Italy □

C Conversation

New Words

1.rare [reə] adj.(肉类)半熟的 5.ignore [ɪg'nɔː] v.忽视

2.steak [steɪk] n.牛排 　　 6.chef’s salad 厨师色拉

3.overdone ['aʊvə,dʌn] adj.煮得过久的 7.on the house 免费的

4.uneatable [ʌn'iːtəbl] adj.不能吃的

Exercises

27.1 Oral Practice

Pair work.Role-play the following situations.

1.Student A:You are having dinner in the hotel Western restaurant.You find a worm in your salad and insist on speaking to the manager.

Student B:You are the manager.Apologize to the guest and promise to look into the matter.Tell the guest that dinner will be on the house.

2.Student A:You are a hotel guest and are eating lunch in its Chinese restaurant.Your shrimp isn’t fresh (不新鲜).

Student B:You are a waiter.Apologize and have the shrimp changed at once.

27.2 You are a receptionist.How would you handle the following complaints? Tick (√) the best answer and explain why.

The Parkers are on their honeymoon and have booked a double room with a double bed.But now they have been put into a twin room.They want the room changed; however,the hotel is full.

27.3 Decide which of the following a hotel employee should say or do if a guest complains.

1.Show your sympathy.□

2.Apologize to the guest.□

3.Patiently listen to what the guest says and take notes.□

4.Talk more loudly than the customer.□

5.Offer one or more solutions to the guest.□

6.Use the polite service language.□

7.Tell the guest what will be done at once.□

8.Tell the guest when the problem will be solved.□

9.Tell the relevant hotel employees to solve the problem at once.□

10.Say nothing and continue serving.□

11.Suggest what the customer is complaining about is not very important.□

12.Call a senior staff member (e.g.the manager), if you feel that you cannot deal with the problem.□

13.Remain calm and don’t lose your temper.Apologize for each problem.□

14.Be prepared for what the guest is going to say by reading the information opposite first.□

15.Try to imply that the guest is at fault, not the staff.□

16.Treat the complaint as a joke.□