现代酒店英语实务教程 第3课：Complaint处理投诉
客房服务英语培训Handing Complaints 处理投诉 - 制度大全
客房服务英语培训Handing Complaints 处理投诉-制度大全客房服务英语培训Handing Complaints 处理投诉之相关制度和职责，HandingComplaints 处理投诉platintsabouttheserviceAttendant:(Telephonerings)Goodmorning.Imtheroom attendant.CanIhelpyou?Guest:Myroomhasntb...Handing Complaints 处理投诉ConverstaionA. Complatints about the serviceAttendant: (Telephone rings) Good morning. I m 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 wecan, well oblige. Room 602. A maid will come to your room at once.G: Thank you.A: Youre welcome.B. Complaints about room facilitees.Attendant: Good evening . Is there anything I can do for you ?Guest: I called you my room was very hot. The air-conditioner wasnt working, but nobody has come since I called you.A: I do apologize for it. Ill check with the Maintenance Department . I assure you that they will come within minutes.G: Would you ? Oh ,here they will come . Thank you.A: Youre most welcome. Please call us if there is anything I can do for you. See you.C. Complaints about noiseAttendant: Good evening . Can I be of assistance?Guest: This is Room 402. The noise in Room 405 is terrible. I cant fall asleep, Can you do something about it?A: Certainly, sir. Ill speak to the people there right now.D. Complains about mosquitoesAttendant : Good morning ,sir. Can I help you?Guest: I didnt sleep a wink last night. I was pestered with mosquitoes all night.A: Im awfully sorry, sir. May I have your name and room number, please?G: Mr. Brown, Room 1818. I really could not bear it.A: Im sorry, Mr.Brown.. I do wish you had let us know at once.G:Well, in fact. Im considering moving to another hotel.A:Oh, please dont,Mr .Brown. May we change your room?G:Ill accept your offer if there is no mosquitoes.A:Certainly, Mr. Brown. I can assure you such things wont happen again. Well take necessary precautions.G:All right.A:Thank you for bringing the matter to our attenntion. Ill arrange the move as soonas possible. G:Thank you.A:You are most welcome ,and have a good rest ,sir.Useful exprssions1.Please accept my apology on behalf of the hotel. 请接受我代表酒店向您道歉。
酒店投诉处理技巧(英文)课件
3、Listen carefully， ask questions so you can understand the problem
酒店投诉处理技巧(英文)
4.Remember that you can not help if have no facts
酒店投诉处理技巧(英文)
酒店投诉处理技巧(英文)
annoyance
酒店投诉处理技巧(英文)
2.Tell guest that you will help if they give a chance.
酒店投诉处理技巧(英文)
让我看一下如何帮助你 Let me look at how to help you
我很愿意为您解决问题。 I am willing to solve your problem
Service gag
(1)I do not know (2)This is not none of my business (3)This is absolutely impossible (4)We are not responsible (5)We have been so
酒店投诉处理技巧(英文)
5.Apologize when you know the hotel is at fault.
酒店投诉处理技巧(英文)
Two key points
(1)Try to remain calm all times (2)Be honest as you handle the situation
酒店投诉处理技巧(英文)
酒店投诉处理技巧英文酒店投诉处理技巧英文酒店投诉处理技巧英文酒店投诉处理技巧英文酒店投诉处理技巧英文酒店投诉处理技巧英文酒店投诉处理技巧英文酒店投诉处理技巧英文酒店投诉处理技巧英文酒店投诉处理技巧英文酒店投诉处理技巧英文酒店投诉处理技巧英文酒店投诉处理技巧英文
【酒店英语】处理客人投诉时常用的中英文语句
【酒店英语】处理客人投诉时常用的中英文语句-CAL-FENGHAI.-(YICAI)-Company One1【酒店英语】处理客人投诉时常用的中英文语句当顾客对你的服务或某些细节不太满意的时候，如果你的第一反应是解释和狡辩的话很容易引起顾客的投诉。
因此，一些服务行业都会先说一些客套话以缓和气氛，如果需要拒绝，我们也应当学一些婉转的话语。
一、处理投诉时的常用客套话1、我们当尽力为您解决问题！we’ll try our best to solve the problem.2、非常抱歉,你应该把贵重物品寄存在接待处。
I am sorry .you should have deposited valuables with the reception.3、相信服务员并不是有意无礼，他只是可能没有听懂您的意思。
I’m sure the waiter didn’t mean to be rude. perhaps he didn’t und erstand you correctly.4、很抱歉，先生（小姐）。
我想这里面可能有点误会。
I’m sorry sir, there must be some misunderstanding.5、很抱歉，但情况已是如此，请坐一会儿,我尽快为您作安排。
I’m terribly sorry. but that is the situation. Please take a seat. I’ll soon h ave something arranged for you.6、先生，感谢您为我们提供这些情况，我立即去了解。
Thank you for telling us about it, I’ll look into the matter at once.7、先生很抱歉，我将尽快地解决这个问题。
Sorr y, sir , I’ll solve the probl em for you as soon as possible.8、恐怕您误会了我的意思，我能解释一下吗？I’m afraid you have misunderstood what I sai d. Perhaps I can explain again.9、对于我的粗心大意我非常抱歉。
英语应用文写作L3 Lesson3 Complaint Letters
Step3 Practice
Write an appropriate greeting and closing for each of the following situations. Be sure to use correct punctuation.
1. Complain to China Eastern Airline about your flight being canceled and your money was not refunded.
letters. 3. How and when to write complaint letters
appropriate to the situation. II. Teaching Tips 1.Always be polite in your letter, even if you are
angry. 2.Be very clear about when and how you want
2. Writing a letter to complain about something helps to get problems fixed in a timely way. Clearly state what the problem is and how you would like to see it fixed. Very often a well written complaint letter will help get the writer some satisfaction about the problem.
a.________________________________________ b.________________________________________ c.________________________________________ How does Jennifer want the hotel to fix the problem?
宾馆英语·处理投诉
宾馆英语·处理投诉.txt心态决定状态，心胸决定格局，眼界决定境界。
当你的眼泪忍不住要流出来的时候，睁大眼睛，千万别眨眼，你会看到世界由清晰到模糊的全过程。
128．Can you change the room for me? It's too noisy.能给我换个房间吗？这儿太吵了。
129．My wife was woken up several times by the noise the baggage elevator made. 我妻子被运送行李的电梯发出的嘈杂声弄醒了几次。
130．She said it was too much for her.她说这使她难以忍受。
131．I'm awfully sorry, sir.非常对不起，先生。
132．I do apologize.我向您道歉。
133．No problem, sir.没问题，先生。
134．We'll manage it, but we don't have any spare room today.我们会尽力办到，但是今天我们没有空余房间。
135．Could you wait till tomorrow?等到明天好吗？136．I hope we'll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep.我希望明天晚上我们能呆在一套安静的房间里睡个好觉。
137．And if there is anything more you need, please let us know.如果还需要别的什么东西，请告诉我们。
138．The light in this room is too dim.这房间里的灯光太暗了。
139．Please get me a brighter one.请给我换个亮的。
饭店情景英语(第二版)课件：Handling Complaints 处理投诉
饭店情景英语
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Handling Complaints 处理投诉
IV. Tips for Service
8．如果仍无法让客人满意，将投诉上报主管处理。 Escalate the case to the superior if there is a deadlock in satisfying the customer. 9．将投诉内容详尽告知主管或相关人员。 Keep your superior and relevant parties informed of the complaint from the difficult customers. 10．当客人接受提议解决方案时表示感谢。 Express appreciation when the customer agrees to the recommended solution.
Well done beef tends to be tougher. 做得熟一点的牛肉是要绵一些。
This type of coffee does taste bitter. 这种咖啡口味是很苦。
This dish does take some time to prepare. 制作这道菜是要花些时间的。
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Handling Complaints 处理投诉
IV. Tips for Service
4．注重可商议事项，避开不相关联的事件甚至人身攻 击。 Focus on the negotiable issues rather than the irrelevant issues or personal attacks. 5．强调你能做什么，而不是你不能做什么。 Repeat on what you CAN DO, not what you CAN’T DO. 6．不和客人争论。 Don’t argue with the customer. 7．把握底线，灵活处理。 Know the bottom-line but be flexible.
关于酒店投诉的英语用语
关于酒店投诉的英语用语原标题：Day103丨旅游英语每日一课Travelling abroad 出国旅行(十五)One 核心词汇1complaint 不满、抱怨、抗议如何表达“我要投诉”?I wanna make a complaint.我想要投诉。
【小扩展】make a complaint 提出不满的意见、投诉Two 核心词汇2There’s something wrong with………出故障了。
如何表达屋里的设施出故障了?There’s something wrong with the air conditioner.空调出故障了【小扩展】There’s something wrong with the lamp.灯出故障了。
There’s something wrong with the door.门出故障了。
There’s something wrong with the remote control.遥控器出故障了。
There’s something wrong with the room card.房卡出故障了。
Three 核心词汇3Internet 互联网没法上网?要这样说：I can’t get online.我不能上网。
The Internet speed is too slow.网速太慢。
The Internet keeps dropping its connection. 网络总是掉线。
【小扩展】get online：上网Four 核心词汇4bad smell / stinky气味不好闻/很臭如何表达“气味难闻”?There’s a bad smell in the bathroom.=It's stinky in the bathroom.卫生间很臭。
【小扩展】stinky 臭的stinky tofu 臭豆腐Five 核心词汇5poor attitude 态度不好如何投诉服务人员态度差?The staff has a poor attitude.员工态度不好。
酒店如何处理投诉(中英文)
Handing Problems and Complaints 处理问题与投诉ConversationHandling a complaint about rooms会话参考译文A.处理客房投Clerk：Reception. Can I help you? 这里是接待处，要我为您服务吗？Guest：Yes. This is Mrs. Winston in Room 207. I checked into my room 15 minutes ago. 是的，我是207房间的温斯特夫人。
我15分钟以前住进我的房间。
C：Yes, is everything all right in your room, Mrs. Winston? 嗯，您房间里一切正常吗，温斯特夫人？G：Well, no. First the bathroom is in a total mess. The shower doesn’t have hot water and the tub is dirty. The floor is all wet and there is no mattress. Then there is no soap, no towels, not even toilet paper. 哦，不。
首先浴室里乱七八糟，淋浴器不出热水，浴缸里很脏，地上很湿，而且没有地垫，没有肥皂、毛巾，甚至连卫生纸也没有。
C：Oh, I’m sorry to hear that. We do apologize for the inconve-nience caused.I’ll have the shower fixed, the tub cleaned, the floor dried and the toilet items sent to your room immediately. 很抱歉听到这个消息，我们真的为您带来这么多不便向您道歉。
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现代酒店英语实务教程第3课：Complaint处理投诉Unit 4 Complaint 处理投诉
经典对话
C=Front Office Clerk 前台服务员 G=Guest 顾客
C：Good evening. Front Office . Can I help you?
晚上好，这里是前台。
有什么能够为您效劳？
G：This is Mrs. Stevenson, Room 1503. I’ve just checked in and I’m not happy with my room.
我是 1503 房的史蒂文森太太，刚入住的，我对房间不满意。
C：May I know what is wrong?
请问有什么问题吗？
G：The room is smelly and there is someone’s hair on my bed! I didn’t expect such thinhs would happen in your hotel.
房间有股难闻的气味，我的床上还有别人的头发！我没料到你们酒店会发生这样的事情。
C：I’m sorry to hear that. Mrs. Stevenson. I’ll send a housemaid to your room at once. She will bring air fresher and make up the bed again for you. We do apologize for the inconvenience.
很抱歉有这种事情，史蒂文森太太。
我马上派一个服务员拿空气清新剂来，并且为您重新整床。
我们为给您带来不便道歉。
G：That’s fine. Thank you.
好吧，谢谢。
C：You’re welcome, Mrs. Stevenson. My name is Simon, and if there is anything else I can do for
you, please don’t hesitate to call me .
不客气，史蒂文森太太。
我叫西蒙，如有什么我能效劳的，请即使给我电话。
常用句型百宝箱
1. 顾客投诉问题
1) There is no hot water/water boiler.
没有热水/煮水器。
2) The room is in a smell/too noisy.
房间一团糟/太吵了。
3) The window curtain is full of dust.
窗帘积满了灰尘。
4) The pillow cases are stained.
枕头套上有污渍。
5) The bathtub/water closet is dirty.
浴缸/抽水马桶是脏的。
6) The water closet is clogged ant when I flushed it , it overflowed.
抽水马桶堵住了。
我一冲水，水就冒出来。
7) There are no towels/toiletry items/toilet paper in the bathroom.
卫生间没有浴巾/洗浴用品/厕纸。
8) My necklace /watch/wallet is missing.
我的项链/手表/钱包不见了。
9) Get me your manager!
把你们经理叫来。
2. 表示歉意和注重
1) I’m terribly sorry to hear that.
听到这样的事情，我真的非常遗憾！
2) I’ll attend to /take care of this right away.
我马上来处理这件事前。
3) I’ll look into this matter at once.
我马上去查清这件事情。
4) I’ll send a chambermaid immediately.
我马上派一个房间服务员过去。
5) We might overlooked some points.
我们可能忽略一些细小的地方。
6) We do apologize for the inconvenience.
我们为给您带来不便深表歉意。
7) There could have been some mistake. I do apologize.。