Teaching Objectives

1

2

3

To master the right way to deal with the complaints

To know the categories of the complaints to the room

To know the basic etiquette while dealing with the complaints

complaints to the room facilities

complaints to the room:

Basic Information

complaints to the service

complaint to the TV set

complaint to the air conditioner

complaint to the toilet

complaint to sanitation of the room

Service procedure

apologizing to the guest first.

listening carefully to the guest’s complaints

looking into the matter

solving the problem immediately

apologizing again, and make

compensation if necessary

How to Express

1. Please accept my apology on behalf of the hotel./ I’m sorry, sir/

(madam), but I’ll see what I can do./ I do apologize for that. sir/

(madam).

2. I’m out of toilet paper./ My sink (toilet, refrigerator, ceiling) is

leaking./ My room hasn’t been cleaned up well recently./ The water is

not warm enough to take a shower./ It can’t be worse! The picture is

wobbly occasionally./ The toilet doesn’t flush, it’s clogged./ The water

tap drips all night long./ My air conditioner is out of order and it

makes too much noise./ People next door are talking and laughing

loudly all the time, I can’t fall asleep.

C=Clerk G=Guest

G: Excuse me, but _________________

about the air conditioner in my room?

C: Yes, sir. __________________?

G: There is no cold air coming from it

and the control knob doesn’t work.

C: _______________________. I’ll report

to the Maintenance. Just a minute, please.

Practical Operation

1 Fill in the blanks to make a dialogue.

C=Clerk G=Guest

C: Good morning, sir. ____________________________?

G: Yes. This is Room 606. Can you bring me some toilet paper, please?

C: Yes, sir. ____________________________.

G: Thank you.

C: _______________________.

Practical Operation

C=Clerk G=Guest

C: Floor Service Desk.____________?

G: I called ten minutes ago for a fresh

towel. But I still haven’t seen any.

How do you think of your service?

C:________________________. There

must be some misunderstanding.

_____________________________.

G: OK. Hurry, please.

C: ____________________________ .

Practical Operation

Role play

Situation 1:A guest would like to do some reading at night, but the light in this room is too dim. He asks the clerk to bring a brighter one. As your duty, you apologize for the inconvenience and promise to get one right away.

Practical Operation

2

Situation 2:

The guest complains that the elevator is making a loud noise and he can’t sleep very well. You apologize first and then explain that the room is just near the elevator. You are very glad to change the room for the guest.

Practical Operation

Situation 3:

A guest in room 1218 calls to complain that his room is too hot, and he couldn’t adjust the air conditioner, it seems that it is out of order, a repairman has repaired it, but it still doesn’t work, you are the manager of the Housekeeping Department, a room attendant tells you about this, change another room for the guest, and apologize to the guest about this.

Practical Operation

Thank you for your attention!