酒店英语unit7 阳Hotel Complaints.ppt
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1、酒店英语,HOTEL ENGLISH,Unit 7 Hotel Complaints,Objectives:,After the unit, the students are supposed to be able to,understand what may cause guest complaints,understand how to make a complaint,know how to deal with guests complaints,1,2,3,next,back,Part One Text A,Part Three Listening In,Part Two Speaki
2、ng Out,Part Four Text B,Part Five Writing,Content,next,back,Even in the best hotels, things go wrong occasionally. Guests may get upset or furious. They have to find someone who can listen and solve the problems. The measures the hotel adopts will decide whether they can be regular customers or not.
3、,next,Part One Text A,Preview,back,酒店英语 Part One : Text A,How to Deal With Hotel Guests Complaints Para.1 A When you are working in a hotel in any position, it is important to know how to deal with hotel guests complaints. Complaints from hotel guests can be dealt with and corrected only if the hote
4、l employee is prepared to react in a professional manner. Once hotel guests get mad, they will loudly make their complaints in front of other guests. The most important thing in the beginning is to bring the guests into a private area away from the public area.,next,back,酒店英语 Part One : Text A,Para.
5、1 B Let the guests explain the problems without interrupting or commenting. Remember to remain calm and concerned and to give the guests a feeling that you are in control and can fix the problems. Here are some tips for dealing with hotel guests complaints.,next,back,back,酒店英语 Part One : Text A,next
6、,next,back,Para.2 1. Give the guests your complete attention. If possible, sit down with your guests and make sure to give all your attention to what they are telling you. Para.3 2. Ask your guests in what way you can fix the problems, unless of course there is an obvious solution such as repairing
7、a broken item in the room. Take notes and confirm the actions you will take when the conversation is over.,Para.4 3. Never argue with guests when they are giving you their complaints; keep a pleasant expression on your face and nod in agreement. The guests are upset and the worst thing you can do is
8、 to annoy the guests by disagreeing. Para.5 4. Determine the exact problems by asking relevant questions in a polite and quiet manner. Again, taking notes and repeating the guests answers will indicate that you are taking this seriously with the intention of solving the problems.,back,酒店英语 Part One
9、: Text A,next,next,back,back,酒店英语 Part One : Text A,next,next,back,Para. 6 5. Indicate to the guests that you would feel the same if this had happened to you. If possible, relate an incident that happened to you that was similar and turned out well after some intervention. Para.7 6. Deal with the ho
10、tel guests complaints immediately while they are with you. Find a solution and let them know your concern. Pick up the phone and make the call to the department that can solve the problems or let the guests know that you will be dealing with them yourself immediately.,back,酒店英语 Part One : Text A,Par
11、a.8 7. Make sure to check back with the guests after dealing with their complaints to make sure they are satisfied. This will leave a positive feeling for your guests about the management at your establishment. This will also ensure that they will become your “return guests“, which is good for busin
12、ess.,next,next,back,back,酒店英语 Part One : Text A,Para.9 According to Cornell School of Hospitality, the preferred method of guests conveying a complaint is to speak directly to first, a manager of the hotel and second to an employee of the hotel. Writing a letter or using a comment card is the least
13、preferred methods. Training should be given to all hotel employees on the proper way to deal with hotel guests with a complaint. Caring and concerned employees can calm an angry guest just by being a good listener. Acting on the complaint can turn a complaining guest into someone who sings the hotel
14、s praises to their friends.,next,next,back,prepared: a. 1) willing to do sth.,He is prepared to receive whatever comes.,The new president said she was prepared to serve her country heart and soul.,他准备好了迎接将要发生的一切事情。,新总统说她愿意全心全意为国家作贡献。,Text A Words and Expressions,Tom is prepared to help whenever he i
15、s in need.,什么时候需要汤姆他都愿意帮忙。,2) ready to do sth.,The two teams are prepared to debate.,两个队准备好辩论了。,comment:1) n. written or spoken remark giving an opinion on,She commented on what he said.,The teacher made no comment on what the students explained.,她对他说的话评论了几句。,老师对学生的解释没有作任何评论。,Text A Words and Expres
16、sions,The newly-elected minister was asked to give his comment on this event.,有人问新当选的部长对此事件有何评论。,2) v. make a remark, give an opinion,Dont comment easily until you get the whole truth.,了解了所有的事实真相再作评论。,confirm: vt. 1) provide evidence for the truth,I confirmed my reservation by making a phone next da
17、y.,This report confirms my suspicions that he did it.,我第二天打电话确认了我的预订。,这份报告证实了我的怀疑,此事就是他做的。,Text A Words and Expressions,The meeting confirmed what they had long feared.,会议证实了他们长期以来所害怕发生的事情。,2) make sth. definite,Its advisable to confirm your room when you book online during a busy season.,如果你在旺季网上预订
18、房间,最好再确认一下。,upset: vt. 1) turn sth. upside,Her mothers harsh words upset her and she cried for an hour.,The boat was upset and things were thrown everywhere.,她妈妈严厉的话语让她很难受,她哭了一个小时。,船翻了,东西扔得到处都是。,Text A Words and Expressions,The new painting got ruined as the baby upset a bottle of ink.,婴儿把一瓶墨水打翻了,这张
19、新画毁了。,2) make sb. worried or unhappy,We were upset by the sad news that 11 children got drowned on their way back home.,11 个孩子在放学回家的路上淹死了,我们听到消息后都很难过。,takeseriously: think sth. as important,Dont take it seriouslyits just a joke.,He is always under great pressure because he takes everything too serio
20、usly.,别当真,仅仅是个玩笑而已。,他什么事情都看得很重,所以总是压力很大。,Text A Words and Expressions,turn out: prove to be,I never expected things would turn out like this.,Everything turned out as he had expected.,我从未料到事情会是这样的。,一切都和他预料的一样。,Text A Words and Expressions,positive: a.1) showing encouragement, indicating yes,He has a
21、 positive attitude toward his work.,Parents should give their children positive remarks instead of negative opinions.,他对自己的工作持积极的态度。,父母应该给孩子积极的评价而不是负面的看法。,Text A Words and Expressions,I received a positive reply to my application for that post.,我收到了一个对我申请那份工作肯定的答复。,2) optimistic, hopeful,He looks on
22、 the positive side of his life.,他总是看到生活中积极的一面。,sing sbs praises: say something good of sb.,For years, he has sung your praises.,He hates people singing their own praises.,多年来,他一直都对你称赞有加。,他不喜欢人自我吹捧。,Text A Words and Expressions,back,酒店英语 Part One : Text A,next,next,back,1. In what kind of way should
23、hotel staff deal with the guests complaint?,I. Read the passage and answer the following questions.,In a professional manner,2. When guests get mad and loudly make their complaints in front of other guests, what is the most important thing in the beginning a hotel employee should do?,To bring the gu
24、ests into a private area away from the public area.,Exercises,back,酒店英语 Part One : Text A,next,next,back,I. Read the passage and answer the following questions.,3. Should a staff interrupt and comment in the process of the guests complaint? What is the good way for a staff member to do?,Exercises,Le
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