《酒店英语》课件-处理冰箱噪音投诉

酒店专业英语HospitalityEnglishHandlingComplaints

Task1NoisefromRefrigerator

Vocabularycomplainv.投诉、抱怨properlyadv.恰当的electriciann.电工maintenancen.维修、保养acceptv.接受discountv.打折扣feedbackn.回馈assure

v.保证；担保；takenquickaction采取快速行动electricfacility电器设备dutymanager值班经理ReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSONEReadthetaskReadthetaskAguestcallstocomplaintherefrigeratornoiseinhisroom.You,aroomattendant,receivethecallandhelptheguesttosolvetheproblem.TWOLearnthetaskstepbystepLearnthetaskstepbystep1.GreetguestsGoodafternoon,mayIhelpyou?——————————————————————————————2.ListenattentivelyandapologizefortheproblemOurapologiesfortheproblem.Iamsorrytohearthat.MayIhaveyourroomnumber?——————————————————————————————3.ExplainpatientlyandfixthefacilityrightnowIamawfullysorryforbringingyousomuchinconvenience,andIwillrepairitforyourightnow.Iamsorryaboutthat,Mr.Foster.Iwillcallyourroomattendanttochangeyourrefrigeratorrightnow.Learnthetaskstepbystep4.Telltheguesthowtocompensatehimorher

Wewillgiveyousomecouponandyoumayenjoyfreeafternoonteaontheexecutivefloor.

FortheroomdiscountIwillaskourdutymanagertotalktoyou.————————————————————————————5.ApologizeagainandwishtheguestanicestayIamsorryforthat.I’msorryforhavingcausedyoutheinconvenience.Iassureyousuchthingswillneverhappenagain.——————————————————————————————TPracticethetaskHEERPracticethetaskAguestcallstocomplaintherefrigeratornoiseinhisroom.You,aroomattendant,receivesthecallandhelptheguesttosolvetheproblem.Workinpairstorole-playatelephoneconversationaboutcomplainingaboutfridgenoisewithyourpartner,youactasthefloorattendant,yourpartneractsastheguest.Andthenchangetherolewithyourpartnerwhenyoufinishtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.Furtherpractice

Makearoleplaywithyourpartnerandfinishconversationaccordingtothesituation.

Situation:Yvonneisaroomattendant,aguestmetherinthefloorandcomplainedtheroomsafetyboxcannotbeopened.Hiswalletisbeenlockedinsideandhehavenocashorcreditcardtouse.AssessmentChartName:Position:Task:Content:☆

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☆☆☆1.Complete□□□2.Well-organized□□□3.Creative□□□Language:

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☆☆☆1.Withfluency□□□2.Withgoodpronunciation&intonation□□□3.Understandable□□□4.Withanaccent□□□Performance:☆

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☆☆☆1.Withconfidence□□□2.Withcourtesy□□□3.Withgoodserviceattitude□□