酒店英语教案第9讲.doc

第 9 讲一、名 称：complaints and claim二、 教学时数：2三、 教学目的: how to make the complaintshow to solve the complaints四、重点和难点：重点：some useful sentences难点： to make situational dialogues with the sentence patterns五、教学方法和手段：方法： task-driven method手段：teach;q & a; discussion;role-play六、教学内容及时间安排1.reference words2.secen dialogues3. other useful expressions4. role-play教学过程（备注）（一）导入新课（问题导入）types of complaints 1. complaint about room facilities/equipments 2. complaint about service 3. complaint about environment 4. complaint about unexpected events（二）讲授新课i reference wordsargue 争吵 overflow 溢出 as soon as possible尽快 complaint 投诉solution 尽快解决方法 efficient 效率高的 understanding理解 mess 混乱wrinkled 皱的 stained 有污渍的overlook 忽视 supervisor 主管instruction 指令，规定 reservation card 预订卡 make up整理complaint 投诉 air conditioner 空调heating 热水器 water closet 盥洗室 clogged 阻塞的 flush 冲刷carpet 地毯 vacuum用吸尘器打扫maintenance 维修 apologize for 道歉inconvenience 不便 ii. scene dialoguedialogue one complaints about the service attendant: (telephone rings) good morning. im the room attendant.can i help you? guest: my room hasnt been made up yet. its already 12:00. a: im awfully sorry, madam. we are very busy this morning. well clean your room right now. your room number, please? g: room 602. i would like to have my room made up early every day. can you do this? a: yes, madam. we always have rooms made up early on request. just let us know what you need. and if we can, well oblige. room 602. a maid will come to your room at once. g: thank you. a: youre welcome.dialogue two non-delivery of an order r: room service speaking. what can i do for you?g: i ordered my breakfast last night for today 8 a.m., but it hasnt arrived yet.r: im sorry, sir. did you order by phone or by the reservation card?g: by the reservation card.r: i see, sir. at what time did you leave the card on the door?g: well, it was about 1 a.m.r: im sorry to tell you that all reservation cards are collected at 12 midnight. no reservation card will be accepted after that. it is written clearly on the reservation card.g: well, ok. could you send a breakfast to my room now?r: im afraid you may have to wait 30 or 40 minutes at this time, sir.g: then where can i have breakfast as soon as possible?r: the restaurant and coffee shop both serve breakfast at this time.g: ill try there. thank you anyhow.r: you are welcome, sir.iii. other expressionsuseful expressions for guests to make complaints 1.我要投诉i m afraid i have a complaint.i have a complaint to make .i have something to complain about.make a complaint (投诉）2.设备问题my air conditioner in my room is not working.the television is out of order.the telephone doesnt work.out of order the door to the private bathroom wont lock. the air conditioner doesnt work. excuse me, but theres a problem with the heating in my room. 3.浴室问题there is no hot water.the water closet is clogged and when i flushed it, it overflowed!there are no toiletry items in the bathroom. the toilet doesnt flush properly. there is no (没有，缺少）4.房间问题the pillows are too hard.the curtains in my room are full of dust.the room next door is too noisy and it is giving me a headache. can you change the room for me? its too noisy the light in this room is too dim im afraid i have to make a complaint. some money has gone missing from my hotel room. im afraid theres a slight problem with my room - the bed hasnt been made. be full of(充满）5.房务抱怨the room attendant did not come this morning ,and the room is filthy.the carpet has not been vacuumed for three days. the sheet need changing. need doing (需要）useful expressions for managers/receptionists/attendants to handle complaints 1.询问情况 whats the trouble, sir? can you tell me what the matter is? what seems to be the problem, sir? 2.表示歉意 im terribly sorry to hear that. we might have overlooked some points im sorry. its the hotel policy. i hope you will understand. im sorry to hear the news. we do apologize for the inconvenience. 3.立即处理ill attend to this right away. ill have the maintenance man come in and take a look at it. well look into the matter immediately. thank you for telling me. ill make a note of that. /ill take that down. everything will be all right/taken care of. ill i promise to attend to/look into the matter at once.4.换房间the room i too noisy for me to sleep . may i change to a quieter room?may we offer you another room?i suggest 3307 which is very quiet. it has a lovely view of the garden.5.解决办法to express our regret for all the trouble, we offer you a 10%discount.i will speak to our manager about is.we will make sure that it does not happen again.6.其他问题are there any other problems, ms.? please tell us if you have any problems.iv.role-playsituation a: you are bothered by the noise, and you can not fall asleep. therefore, you make a call to the operator to complain about it.situationb: after a days sight-seeing, you are very tired, buy