《酒店英语》课件-第5单元 处理问题与投诉

酒店英语会话

第六版Unit5HandlingtheProblemsandComplaints单元学习目标Howtodealwiththecustomers’inquires如何处理顾客的咨询1Howtoreceiveandanswerthecustomer’scomplaints如何听取和回答顾客的投诉342Howtomakeapologiestotheguestswhoarecomplaining如何向投诉的客人道歉Howtohandlethecomplaintsefficiently如何有效地处理顾客的投诉5Howtotakecareofyourvaluedclients如何珍惜维护客户资源PracticalSentencePatterns实用句型Whathashappened,sir?/Whatisthematter,sir?/Anythingwrong,sir?先生，请问发生了什么事情？Couldyoutellmewhathashappenedexactly?您能告诉我到底发生了什么事情吗？Wouldyoumindexplainingtomewhathappenedexactly?您能告诉我到底发生了什么事情吗？1.Askingwhathappened询问发生了什么事情PracticalSentencePatterns实用句型I’mterriblysorrytohearthat.听到这样的事情，我感到非常遗憾。I’llattendto/takecareofthisrightaway.我马上来处理。Thankyoufortellingusaboutit,I’lllookintothematteratonce.谢谢您告诉我们这件事情，我将尽快地解决这个问题。Idoapologizefortheinconvenienceithascausedyou.给您造成了麻烦，我们感到非常抱歉。I’mterriblysorry.Butthatisthesituation.Pleasetakeaseat.I’llsoonhavesomethingarrangedforyou.很抱歉，但情况已是如此，请坐一会儿，我尽快为您作安排。We’llmanageit，butwedon’thaveanyspareroomtoday．我们会尽力办到，但是我们今天没有空余房间。Wearesorry,wecannotpromiseyounow.Tomorrowweshallletyouknow.很抱歉，我们此刻不能答应您。我们明天给您回音。Thankyoufortellingus,sir.先生，谢谢您告诉我们。I’msorryforthemistakes,sir.Idoapologize.先生，出了差错真是非常对不起。我向您道歉。Pleaseacceptmyapologyonbehalfofthehotel.请接受我代表酒店向您道歉。Therecouldhavebeensomemistake.Idoapologize.可能是出了什么差错，实在对不起。2.Apologizingandpayingattention表示歉意和关注PracticalSentencePatterns实用句型I’mafraidyouhavemisunderstoodwhatIsaid.PerhapsIcanexplainagain.恐怕您误会了我的意思。我能解释一下吗？Iamsorry.Youshouldhavedepositedyourvaluables.非常抱歉，您应该寄存贵重物品。Wefeelsorrywecannotbeabletodowhatyouaskfor.实在是对不起，我们无法同意您的要求。I’msurethewaiterdidn’tmeantoberude.Perhapshedidn’tunderstandyoucorrectly.相信服务员并不是有意无理，他可能是没有听懂您的意思。Totellyouthetruth,weareterriblybusy/shortofhelp.坦率地说，我们实在是太忙（太缺人手）了。YouputtheDNDsignontheknob,sothehotelemployeedidn’tmakeuptheroom.您把“请勿打扰”的牌子放在门把手上了，所以服务员没有来打扫卫生。3.Explainingthereasonsandfacts解释原因或事实PracticalSentencePatterns实用句型4.Providingthesolutions提供解决方案I’llhavetheplumbercomeinandtakealookatit.我去叫维修工人来看看。I’llsendahotelemployeeimmediately.我马上派一个服务员过去。Toexpressourregretforallthetrouble,weofferyoua10%discount/complimentaryflowers.我们给您带来这么多麻烦，为了表示歉意，特为您提供9折（免费）花篮。Ifyoupleasegetyourluggageready,wewouldarrangeyoutoanotherroom.如果您能把行李整理好，我们就把您安排到别的房间。Iwillsendaportertohelpyouwiththeluggage.我派一个行李员来帮助您搬行李。PracticalSentencePatterns实用句型Canyouchangetheroomforme?It’stoonoisy.您能给我换个房间吗？这儿太吵了。Ican’tregulatetheair-conditioner.空调机调节不灵。Thecontrolknoboftheair-conditionerdoesn’twork.空调机的调节旋钮不好使。Thedoortotheprivatebathroomwon’tlock.洗澡间的门锁不上。5.Thecustomers’complaints顾客抱怨SituationalDialogues情景会话1.ComplainingabouttheEnvironmentoftheRoom房间环境投诉DialogueAScene:Theguest(G)wantstochangearoom.Hegoestotheassistantmanager(M).M：Goodmorning,sir.WhatcanIdoforyou？G：I’mMr.Bell.I’minRoom908.Canyouchangetheroomforme？It’stoonoisy.Mywifewaswokenupseveraltimesbythenoisetheluggageelevatormade.Shesaiditwastoomuchforher．M：I’mawfullysorry,sir.Idoapologize.Room908isattheendofthecorridor.It’spossiblethatthenoiseisheardearlyinthemorningwhenallisquiet．G：Anyhow,I’dliketochangeourroom．M：Noproblem,sir.We’llmanageit，butwedon’thaveanyspareroomtoday.Couldyouwaittilltomorrow?Someguestswillbeleavingtomorrowmorning.There’llbesomeroomsforyoutochoosefrom．G：Allright.Ihopewe’llbeabletoenjoyourstayinaquietsuitetomorrowevening．M：Tobesure,I’llmakeanoteofthat．Everythingwillbetakencareof.Andifthereisanythingelseyouneed,pleaseletusknow.SituationalDialogues情景会话1.ComplainingabouttheEnvironmentoftheRoom房间环境投诉DialogueBScene:Thewomanguest(G)ringsthehotelemployee(A)tocomplainaboutthelightinherroom.A：Goodevening,madam.Didyouringforservice?WhatcanIdoforyou？G：Yes.Thelightinthisroomistoodim.Pleasegetmeabrighterone．A：Certainly,madam.I’llbebackrightaway.(Afterawhile)DoyoumindifImoveyourthings？G：Oh,no.Goahead．A：Thankyou.Howisthelightnow？G：It’smuchbetternow.Thankyou．A：You’rewelcome.Andifyouneedanythingelse,pleaseletusknow．G：Ah,yes,theroomistoocoldforme．IfeelrathercoldwhenIsleep.Canyouturnofftheair-conditioning？A：（Checking.）Theair-conditioningisalreadyoff,madam．G：MaybeI’mgettingacold．A：Wouldyoulikeanextrablanket？G：OK.Andwouldyoupleasegetmesomehotwater,too?IthinkIneedtotakesomemedicine．A：Certainly,madam.I’llberightback.(Afterashortwhile)Hereistheblanket,andhotwaterforyou.Anythingelse？G：No,thanks.Whatefficiency!A：Thankyouforyourkindness.Goodnight,madam．SituationalDialogues情景会话WordListbewokenup被惊醒，被叫醒attheendof…在……尽头earlyinthemorning清晨，大清早makeanoteof…做记录goahead继续UsefulExpressionselevator/'elɪveɪtə/n.电梯corridor/ˈkɔrɪdɔ:/n.走廊，通道blanket/ˈblæŋkɪt/n.毛毯，毯子air-conditioning/ˌeəkən'dɪʃənɪŋ/n.空调系统，空气调节SituationalDialogues情景会话Notes:1.Mywifewaswokenupseveraltimesbythenoisetheluggageelevatormade.我妻子好几次被装货的电梯吵醒。theluggageelevatormade是定语从句，修饰noise。2.Whatefficiency!效率多高呀！此句为感叹句。感叹句表示惊讶、赞美、快乐或愤怒等感情，可以用“how+形容词或副词”或用“what+名词”表示，句末用感叹号。一些表示这类情绪的单词、词组或简单句也可当作感叹句。Howhardtheystudy!他们学习很刻苦啊！Whatabusydaytoday!今天多忙啊！Whatnoises!多么嘈杂啊！3.Thewomanguestringedthehotelemployeetocomplainaboutthelightinherroom.爱莉丝打电话给服务员抱怨她房间内的灯。complaintosb.about(of)sth.就某事向某人投诉4.Goahead.Goahead.是“继续”的意思，表示继续“干吧、说吧或走吧”等。SituationalDialogues情景会话DialogueAScene:Mr.Smith(S)complainstotheassistantmanager(A)abouttheslownessintheservice.A:Goodafternoon,Mr.Smith.CanIhelpyou?S:Goodafternoon.Mycellphoneismissing.Youpromisedmetolookforitrightaway.NowfivehourshavepassedandIstillhaven’theardfromyou.What’sthematter?A:Mr.Smith,wearesorrytohavekeptyouwaiting,butyousaidthatthismorningyouhadexchangedmoneyatthecurrencyexchangedesk,boughtatouristmapatthenewspaperstand,hadyourhaircutatthebarber’sandhadyourlunchattherestaurant.Becauseyouhavebeentoseveralplaces,weneedmoretimetofindit.S:Well,Iamwonderingwhetheryouarestillworkingonit.A:Yes,weare.Twobellhopsarestillbusycheckingaround.S:Ihopeyou’lltrytofinditformeassoonaspossible.A:Ofcourse.We’llletyouknowassoonaswefindit.S:Allright.Thankyou.2.HandlingtheLostandFoundintheHotel丢失物品的处理SituationalDialogues情景会话DialogueBScene:Mr.John(J)looksworriedbecausehecan’tfindhissuitcase.HegoestotheLostandFoundOfficeofthehotel.Thereceptionist(R)receiveshim.R:Goodmorning,sir.J:Goodmorning,miss!I’mworriedbecauseIlostmysuitcasethismorning.R:Wheredidyouloseit?J:IstillhaditwhenIgotoutofthetaxi.AndIjustcan’trememberwhereImisplacedit.R:Canyoudescribeit?J:Sure,itisabrown,mediumsizesuitcaseonwheels.R:En,I’mafraidwe’vegotnothinglikethat.Sorry.J:Oh,Imadeamistake.Icarriedtheblackonetoday.Andthereisnothingbutakazooinit.R:Akazoo?J:Oh,akazooisasortoftoymusicinstrumentlikeaflute.IwillplayintheeveningattheHalloweenParade.R:Letmesee.Yeah,wedohaveablacksuitcase.Doyouhavethekey?(Thecustomerhandsoverthekey,andthereceptionistopensthesuitcase.)R:Youareright,sir.Thisisyourkazoo.(Thereceptionisttakesoutanotebook.)Pleasesignyournamehere,sir.J:OK,thankyouforyourhelp.R:You’rewelcome.Enjoyyourselftonight.2.HandlingtheLostandFoundintheHotel丢失物品的处理SituationalDialogues情景会话WordListpromisesb.todosth.答应某人做某事thecurrencyexchangedesk外汇交易柜台atthebarber’s在理发店bebusydoingsth.忙于做某事UsefulExpressionsslowness/'sləʊnɪs/n.缓慢，迟钝stand/stænd/n. 台，看台barber/'bɑ:bə/n.理发师suitcase/ˈsju:tkeɪs/n.手提箱，衣箱kazoo/kə'zu:/n.小笛instrument/'ɪnstrumənt/n.仪器，乐器flute/flu:t/n. 长笛Halloween/ˌhæləʊˈi:n/n.万圣节前夜parade/pə'reɪd/n.游行，列队行进thelostandfoundoffice失物招领处mediumsize中等大小的checkaround到处寻找

SituationalDialogues情景会话Notes:

1.ThismorningyouhadchangedmoneyattheCurrencyExchangeDesk,boughtatouristmapatthenewspaperstand,hadyourhaircutatthebarber’s.今天上午你在外汇交易柜台兑换过钱，在报亭买了一份旅游地图，在理发店理过发。atthebarber’s意为“在理发店”。“atthe+n.’s”的结构可表示“在……店里”。atthebaker’s在面包店atthetailor’s在裁缝店atthesmith’s在铁匠店atthedoctor’s在诊所2.Twobellhopsarestillbusycheckingaround.两个行李员正在忙着到处找。(1)bebusydoingsth.意为“忙于做某事”。Heisbusypreparinghisbirthdayparty.他正在忙着准备过生日。(2)checkaround表示“到处寻找”。around表示“四处、处处”的意思。lookaround四处看walkaround到处走走3.Andthereisnothingbutakazooinit.里面只有一只笛子。but在这里做介词用，表示“除了”。LasteveningIdidnothingbutwatchingTVathome.昨晚我除了在家看电视，没有做其他的事。4.HalloweenParade万圣节前夜游行SituationalDialogues情景会话3.ConflictBetweentheCustomerandtheReceptionist顾客与接待员的矛盾DialogueAScene:Mr.Smith(S)hasmadeareservationbutheistoldbythereceptionist(R)thatthereisnoroomavailable.R：Goodmorning,sir.Welcometoourhotel.WhatcanIdoforyou?S:I’mGeorgeSmith.Ireservedaroomhere.R:Justamoment,please.Letmecheck…I’msorry,butthere’snorecordofitandourhotelisfullybookednow.S:Whatdoyoumean?Itisfullandthere’snoroominmyname?ItoldyouIrangthisafternoonandbookedasingleroom.R:I’msorry,sir.Theremustbesomemistake.Butwehaveadoubleroom.S:Oh,that’sreallyirritating.Idon’twantadoubleroom.Iwantasingleroom.R:I’msorry.Wouldyouliketohaveacoffeewhileyouwait?I’llcheckifwehavecancellationsornoshows.I’llcallyouthen.S:Allright.ItseemsI’llhavetowait.(Afterfifteenminutesorso)R:I’msorrytohavekeptyouwaiting.Nowwehaveasingleroomforyou.S:Oh,thankyou.R:I’msorrytohavecausedyousomuchtrouble.Iassureyouitwillneverhappenagain.Hereisthekeytoyourroom.Ihopeyouwillenjoyyourstayinourhotel.I’llaskabellhoptoshowyouuptoyourroom.S:Thankyou.R:It’smypleasure.SituationalDialogues情景会话3.ConflictBetweentheCustomerandtheReceptionist顾客与接待员的矛盾DialogueBScene：Mr.Smith(S)insistsonstayinglongerwithoutpayingmoreandthereceptionist(R)istryingtoexplain.R:Goodmorning,sir.MayIhelpyou?S:Myflightdoesn’tleavetill5:30p.m.andIdon’twanttowaitaroundtheairportallday.CouldIstillrestintheroomthisafternoon?R:Excuseme,sir.Accordingtoourregulations,ahalf-day’srentshouldbechargedifyouwanttokeepyourroomthisafternoon.S:What?Askformoneyagain?Ihavesettledmyaccount.Iwon’tpaymoreforthetwoorthreehours.Nomore!Doyouhearme?R:We’dliketohelpyouasmuchaswecan.Youmayleaveyourluggagehereuntil4:30p.m.Justspeaktothebellhopandhe’lltakecareofit…freeofcharge,ofcourse.S:ButIwon’tgiveyouonemorecent!R:Thebellhopwillkeepyourluggagefreeofcharge,sir.Andyou’rewelcometorestinthelobby.S:No.Iinsistonrestingintheroom.R:Then,wouldyouwaitamoment,please,sir?I’llaskourmanagertocomeandtakecareofyourrequest.

SituationalDialogues情景会话WordList

UsefulExpressionsirritate/'ɪrɪteɪt/v. 方便的，附近的cancellation/ˌkænsəˈleɪʃən/n.起飞，离开regulation/ˌregjʊˈleɪʃən/航站楼noshow没到场，缺席；有预定但没有到insiston坚持，坚持要求accordingto按照，根据SituationalDialogues情景会话Notes:

1.Accordingtoourregulations,ahalfday’srentshouldbechargedifyouwanttokeepyourroomthisafternoon.根据酒店规定，如果您今天下午还占用客房，要收取半天的房金。2.Iinsistonhavingarestintheroom.我坚持要在房间里休息。insistondoingsth.意为“坚持做某事”。3.Justspeaktothebellhopandhe’lltakecareofit…freeofcharge,ofcourse.只要跟行李员说一声，他会帮你照看行李，当然是免费的。SituationalDialogues情景会话4.ComplaintsabouttheCustomerService对客服的投诉DialogueAScene:Theguest(G)callsthehotelmanager(M)andcomplainsaboutthepoorservice.G:MayIspeaktothehotelmanagerplease?M:Hi,thisisBennySmith,managerofHolidayInn.HowcanIhelpyou?G:Hi.MynameisLisaWang.Iwouldliketofileacomplaintofpoorserviceinyourhotel.Thisismyfirsttimetostayinthishotelanditwillbemylastone,too.M:Iamsorrytohearthat.Couldyoutellmeexactlywhatitisallabout?G:WhenIcheckedinyesterday,thetwogirlsatthefrontdeskwerequiterude.Theywerechatting.AndwhenIaskedaboutsomeinformationonthelocalscenery,theyjustthrewapamphletonthedeskandwentonchatting.Thatisveryunprofessional.M:Ms.Wang,Idoapologizeforwhathappened.Iwilllookintoitandgiveyouareplyassoonaspossible.G:Thankyouforyourattentioninthismatter.Ireallyappreciatethat.M:WouldyougivemeanumbersothatIcanreachyou?G:187-5321-7789.M:OK.Ms.Wang,thankyousomuchforcalling.IsincerelyaskyoutocomebacktoourhotelagainandIpromiseyouthatwhathappenedtoyouyesterdaywillnothappenagain.Haveagoodday!Bye!G:Bye!SituationalDialogues情景会话4.ComplaintsabouttheCustomerService对客服的投诉DialogueBScene:Theguest(G)complainstothemanager(M)aboutthepoorservicefacetoface.G:MayIspeaktothehotelmanager?M:Hi,I’mTomJackson,themanageroftheHolidayInn.HowcanIhelpyou?G:MynameisJay,I’minRoom908.Iamextremelydiscontentwiththeserviceinyourhotel.M:I’msorrytohearthat.Whathashappened?G:WhenIcheckedin,thereceptionistcomplainedthatIdidn’tmakeareservation.Butisitnecessarytomakereservationeachtime?Can’tIcheckinwithoutareservation?M:Ofcoursenot.Butit’sthepeakseason,weareafraidthatwewillhavenoemptyroomifyoudon’tmakeareservationeachtime.G:Theworstis,Icheckedintomyroomabout40minutesago,andonepieceofmyluggagehasn’tbeenbroughtuptomyroomyet.M:I’mreallysorry.I’llcontactthebellhopimmediately.SituationalDialogues情景会话4.ComplaintsabouttheCustomerService对客服的投诉G:No,youdon’tneedto.Hesaiditwillbedeliveredin10minutes.Andmywifefeelsitistoomuchforher.M:I’mawfullysorry,sir.Iapologizeforwhathashappened.Iwilllookintoitandgiveyouareplyassoonaspossible.G:Allright.Totellthetruth,Iwanttochangetheroom.Thelightinthisroomistoodimandthefloorlampdoesn’twork.M:Idoapologize.Wewillsendanelectriciantorepairthefloorlamp.Butwedon’thaveanyspareroomtoday.Couldyouwaittilltomorrow?G:That’sOK.Ijusthopethatwewillbeabletoenjoyourstayinacomfortablesuitetomorrowevening.M:Tobesure,Iwillmakeanoteofit.Everythingwillbetakencareof.Andifyouhaveanythingelseyouneed,pleaseletusknow.G:Ihopesomethingcanbedoneasanimprovement.M:Certainly.Thankyouforyourvaluablesuggestions.SituationalDialogues情景会话WordList

UsefulExpressions

file/faɪl/v.提出

scenery/ˈsi:nərɪ/n.风景景区

rude/ru:d/adj.粗鲁的

pamphlet/ˈpæmflɪt/n.宣传册

unprofessional/unprəˈfeʃənəl/adj.不专业的appreciate/əˈpri:ʃɪeɪt/v.感激discontent/ˌdɪskənˈtent/adj. 不满的extremely/ɪksˈtri:mlɪ/adv.极端地，非常地temporary/ˈtempərərɪ/adj.临时的，暂时的awfully/ˈɔ:fulɪ/adv.极其地，非常地facetoface面对面地chatwitheachother聊天thebusyseason（贸易、旅游等）旺季

lookinto调查totellthetruth老实说，说实话becontentwith...对……满意

SituationalDialogues情景会话Notes:

1.Iwilllookintoitandgiveyouareplyassoonaspossible.我会调查并尽快给您一个答复。lookinto意为“调查”，相当于动词investigate。2.Thankyouforyourattentioninthismatter.Ireallyappreciatethat.非常感谢您能关注这个问题。appreciate表示“感激，感谢”，经常用在Iwillreallyappreciateitif…句式中。3.Iamextremelydiscontentwiththeserviceofyourhotel.我对你们的服务极其不满。bediscontentwith...表示“对……不满意”，dis-是否定前缀。un-也是否定前缀：besatisfiedwith…对……满意beunsatisfiedwith…对……不满意DialoguePractice会话实训添加标题ComplainingabouttheEnvironmentoftheRoom房间环境投诉

(1)AttheHousekeepingDepartmentGuest:Youcallfromroom1208,andcomplainthatthebathroomisinamessandthattheshowerdoesn’thaveanyhotwater.Housekeepingemployee:Youapologizeandpromisetotakeactionandsuggestthattheguestchangetoanotherroom.(2)AttheHousekeepingDepartmentGuest:Mrs.Greeninroom1126callsthehotelemployeeatthehousekeepingdepartmentbecausethetoiletcannotbeused,andthereissomethingwrongwiththeair-conditioneraswell.Employee:Youapologizeandpromisetotakeactionandwillsendamaintenanceworkertorepairthem.添加标题

添加标题2.HandlingtheLostandFoundintheHotel丢失物品的处理

(1)AttheReceptionDeskGuest:Youcan’tfindyourmobilephoneandyougotothereceptiondesktoaskthemtohelpyoufindit.Receptionist:Youhelptheguesttothinkaboutwhathedidintheroom.Yougototheroomwiththeguestandfindthephoneunderthebedatlast.(2)AttheFrontDeskTomMayer:Youcomplaintothedutymanagerthatthetwosuitcasesyouputoutsideyourroomaremissing.Youdoubtthattheywerestolen.DutyManager:Youmakeanapologyandgiveapossibleexplanationoftheeventandthentelltheguestwhatactionwillbetaken.DialoguePractice会话实训添加标题3.ConflictBetweentheCustomerandtheReceptionist顾客与接待员的矛盾

(1)IntheGuestRoomGuest:Youcallthereceptiondeskthattheroomiscleanedbutuntidyandthatthebedsheethassomehaironit.Receptionist:Youhelptheguesttoaskthecleanertochecktheroomandapologizetotheguest.(2)IntheGuestRoomGuest:Aftercheckingin,youcalltheReceptiondesk,complainingabouthisluggagenotbeingsentup.Receptionist:Youhelptheguesttoaskthebellservicetochecktheguest’sluggageandapologizetotheguest.添加标题

添加标题4.ComplaintsabouttheCustomerService对客服的投诉

(1)AttheReceptionDeskGuest:Yougotothereceptiondesk,complainthattheroomisnoisy,theTVsetdoesn’tworkwell,andthetemperatureofwaterintheshowerisunsteady.Receptionist:Youcomforttheguestandhelphimtosolvetheproblems.(2)IntheGuestRoomGuest:Youcallthelaundrycenter,complainingaboutyourdamagedclothes.LaundryEmployee:Youapologizetotheguestandpromisehimaquickanswerafterdiscussingitwiththemanager.Exercises练习TaskOne

MatchthewordsorexpressionswiththeirChinesemeanings.1.appreciate a.大厅2.charge b.取消3.temporaryc.调查4.lobby d.不满的5.reservatione.要价6.cancellationf.感激7.suitcaseg.预定8.discontenth.暂时的9.lightswitch i.衣箱10.Lookintoj.电灯开关Exercises练习TaskTwo

Completethefollowingdialogues.Dialogue1Bell:Goodmorning,BellCaptain!CanIhelpyou?Guest:I’mGorgeSmith.Ihaveto1.Icheckedintomyroom50minutesagoand2.B:I’m3forthedelay.Pleaseletmeaskyouafewquestionsconcerningyourluggage.4?G:Onlyone.Itisasuitcase.B:5?G:Itisabrownleathersuitcase.B:Mr.Smith,there’sbeenanover-sightandyourluggageisstillhere.I’llaskabellboyto6atonce.Sorry7.Exercises练习TaskTwo

Completethefollowingdialogues.Dialogue2Guest:Hello!IsthatReceptionDesk?Receptionist:Yes.HowcanIhelpyou?G:ThisisMrs.Smithinroom1208.I’mcallingto1thestateoftheroom.R:I’mverysorry.Whatseems2?G:Everything.Thebedisnot3,andthebathroomhasn’tbeen4.R:I’mawfullysorry.Theroomshouldhavebeencleaned.I’ll5rightaway.G:Andthat’snotall.Thetelevision6,either.R:Idoapologize.I’llsendanewone7.G:Thankyou.Exercises练习TaskThree

TranslatethefollowingsentencesintoEnglish.1.我马上来处理这件事。2.我对你们的服务极为不满。3.给您造成的麻烦，我们感到非常抱歉。4.请接受我代表酒店向您道歉。5.我们会尽快办到，但是我们今天没有空余房间。

Exercises练习TaskFourTranslatethefollowingsentencesintoChinese.1.Myroomisinaterriblestate.2.Mysuitcaseshaven’tbeenbroughttomyroom.3.Theshowerinthebathroomdoesn’twork.4.We’lltryourbest.ButIcan’tguaranteeanything.5.I’mterriblysorry.I’llinformthemaintenancedepartment.

DialoguePractice会话实训参考练习ComplainingabouttheEnvironmentoftheRoom房间环境投诉(1)AttheHousekeepingDepartmentGuest(G):Youcallfromroom1208,andcomplainthatthebathroomisinamessandthattheshowerdoesn’thaveanyhotwater.Housekeepingemployee(H):Youapologizeandpromisetotakeactionandsuggestthattheguestchangetoanotherroom.DialoguePractice会话实训参考练习DialogueH:Goodafternoon,sir.WhatcanIdoforyou?G:I’mcallingfromRoom1208.Itishardtobelievethatmyroomhasnotbeencleanedsofar.H:I’msorry.Itmusthavebeenanoversightbyhousekeeping.G:Anoversight?Whatcanbemoreannoyingthanwhenyouseethebathroomisinamess?!H:I’msorrytohearthat.Iwillinvestigateimmediately.G:Andwhat’smore,theshowerdoesn’thaveanyhotwater.H:Really?Iwillreportittoourmanager.Butdidyouturntheshowertotherightside,sir?G:Yes,ofcourse.Icheckeditseveraltimesbutthewaterisstillcold.H:Idoapologizethatyouhavebeentroubled,sir.Ithinktheremustbesomethingwrongwiththeshower.Doyoumindchangingtoanotherroom,sir?G:OK,Idon’twanttosufferanymore.H:Iassureyoutheproblemswon’thappenagain;wewilltakeactionimmediately.Wearereallysorry.DialoguePractice会话实训参考练习ComplainingabouttheEnvironmentoftheRoom房间环境投诉(2)AttheHousekeepingDepartmentGuest(G):Mrs.Greeninroom1126callsthehotelemployeeattheHousekeepingDepartmentbecausethetoiletcannotbeused,andthereissomethingwrongwiththeair-conditioneraswell.Employee(E):Youapologizeandpromisetotakeactionandwillsendamaintenanceworkertorepairthem.DialoguePractice会话实训参考练习DialogueE：HousekeepingDepartment.CanIhelpyou?G:Yes,thisisMrs.GreenfromRoom1126.Icheckedintomyroom15minutesago.E:Yes,iseverythingallrightinyourroom?G:Well,no.Onthecontrary,Iamquiteupsetbytheroom’scondition.Thetubisdirtyandthereisnomattress,nosoapandnotowels.E:I’msorrytohearthat.Wedoapologizeforit.I’llhavethetubcleanedandthetoiletriessendtoyourroomimmediately.G:That’snotall.TheworstthingisthatthetoiletiscloggedandwhenIflushit,itoverflows.Anditseemsthatsomethingiswrongwiththeair-conditioner.E:Oh,dear,weareterriblysorryforallthismess.I’llgotoyourroomimmediatelytocheckallthefacilities.G:Ican’timaginehowyourunyourhotelwithsuchpoorservice.E:Youseethehotelhasjustopenedandwearealsoterriblyunderstaffed.Soifyoupleasegetyourluggageready,wecanmoveyoutoanotherroom.I’llsendabellhopuptoyourroomtohelpyouwiththeluggage.G:Thankyou.E:Youarewelcome.Thisisreallytheleastwecandoforyou.DialoguePractice会话实训参考练习2.HandlingtheLostandFoundintheHotel丢失物品的处理

(1)AttheReceptionDeskGuest(G):Youcan’tfindyourmobilephoneandyougotothereceptiondesktoaskthemtohelpyoufindit.Receptionist(R):Youhelptheguesttothinkaboutwhathedidintheroom.Yougototheroomwiththeguestandfindthephoneunderthebedatlast.DialoguePractice会话实训参考练习DialogueG:Excuseme,couldyouhelpme?R:Yes,what’stheproblem?G:Iwaswonderingifanyonehashandedinamobilephone.R:I’mafraidnot.Wedidn’treceiveanyitemstoday.G:Oh,Ican’tfinditanywhereinmyhotelroom.R:Couldyourememberwhenandwhereyouuseditlasttime?G:Yes,IrememberedthatIhadaphonecallthismorning,andafterthat,Iputitonmybed.R:Didyoucheckyourroomcarefully?G:Yes.Ihavelookedaroundinmyroomseveraltimes.Idoubtanyonecameintomyroomandtookitaway.R:Well,sir,Ithinkitisimpossibleforanyonegoingintoyourroomwithoutyounoticing.Let’sgotoyourroomtogetherandcheckagain.G:OK,thankyousomuch.R:Didyoulookforitunderyourbed,sir?G:Oh,no.Letmesee.Eh,it’sherejustunderthebed.HowshouldIshowmygratitudetoyou,sir!R:That’sallright,sir.DialoguePractice会话实训参考练习2.HandlingtheLostandFoundintheHotel丢失物品的处理

(2)AttheFrontDeskTomMayer(M):Youcomplaintothedutymanagerthatthetwosuitcasesyouputoutsideyourroomat9:00a.m.aremissing.Youdoubtthattheywerestolen.DutyManager(DM):Youmakeanapologyandgiveapossibleexplanationoftheeventandthentelltheguestwhatactionwillbetaken.DialoguePractice会话实训参考练习DialogueDM:Goodafternoon,Mr.Mayer.CanIhelpyou?M:Someonehasstolenmysuitcases.DM:I’msorrytohearthat.Wouldyoumindtellingmewhatexactlyhappened,Mr.Mayer?M:OK.M:Ipreparedtogotomeetmyfriendsatnineo’clockthismorning.IputmysuitcasesoutsideinthecorridorwhenIrememberednottakingmyfiles.WhenIcameoutofmyroomIfoundthesuitcasesweremissingDM:Areyousurethatyouputtheminthecorridorthismorning?M:Yes,Iamsureaboutit.DM:Well.