酒店英语情景对话——客房投诉处理1
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。
酒店情景英语(投诉)
The hotel guest room complaints(客房投诉)A:[waiter] B: [guest]A: Good morning. May I help you?B:I feel so disappointed about your hotel. Y esterday just solved some question about the cockroach; today the toilet does not work again, what is the matter about it.A: I'm sorry to hear that, we are very sorry for the inconvenience. May I have your room number? B: 608A: Would you please have a rest in the lobby, we will deal with the problem for you immediately. B: Ok, Please be quickA:Housekeeping, room 608 complaints toilet is broken, please immediately dispose. (After 5 minutes)B: Excuse me, is everything will be ok. I'm very busy.A: Mr. XX, housekeeping department is dealing with, otherwise you first drink a cup of fruit juice under the rest, and housekeeping department will deal with your question for a while.B: Well, give me a cup of orange juice. (After 10 minutes)A: Excuse me, Mr. Li. The inconvenience to you we are sorry, and now your room has all solve, you can continue to check in the.B: What? Let me continue to check in the room. No way! If the toilet is can not work again what should I do, I don't want to try again, and live in the next room’s guest special noisy, changed a new one immediatelyA: Please wait. I check theA: Mr. XX, I'm sorry. The same type room already all sold out...B: What? I can not stand it any longer give me a reason, why can not change the room, why? A: Mr. XX. Y ou misunderstood. Y ou know that now is the tourist season, the hotel occupancy rate is extremely high, so we hope you can understand.B: Now what the room is empty.A: Twin rooms and executive suite.B: That's right, and the executive suite that I will do.A: I'm sorry, Mr. Li. These two types of room price difference is too big, can't for you to change room (embarrassed)B: please give me a answer .what is your driving at?A: Mr. XX. Y ou continue to live your original room. But in the remaining few days, to express our regret for all the trouble, we offer you complimentary and free breakfast. Is that ok?B: That's ok. But you should give me 50% discount pricesA: Mr. XX, our hotel is not playing 50% discount prices.B: If you can not do it .I will change the room.A: But our hotel only offer 85% discount.B: All right, then so be it.A: Thank you for your tolerant, I wish you a pleasant stay!。
酒店英语情景对话——客房投诉处理1
酒店英语情景对话——客房投诉处理1很高兴Hotel English推出的语音版英语情景对话得到了大家的好评，同时，我们也收到了很多同学的留言，希望多出一些投诉处理方面的对话，我立马录了个投诉处理系列的，希望大家喜欢。
如果你有想要学习的酒店英语内容，我欢迎同学们在评论里留言或者给我们来消息。
祝大家学得开心!complaint 1来自国宾人Guest：Excuse me, I would like to make a complaint.你好，我要投诉你们酒店。
Receptionist : What seems to be the problem, madam?出了什么问题呢?女士。
Guest: Well, were regular guests at your hotel, but Im aboutto change my mind about ever staying here again! The service is terrible. Ive had to ring housekeeping every day to ask them to clean my room. My company pays good rates for me and my colleagues to stay at your hotel, so a dependable cleaning service is the least we expect!我是你们酒店的常客，但是我打算换酒店，以后再也不住在这了。
服务太差了，我每天都要打电话给客房部让他们来打扫我的房间。
我的公司付了一笔不小的费用给我和我的同事住在这家酒店，我们想要一个正常可靠的清洁服务不过分吧!Receptionist: First of all, Id like to apologize on behalf of our hotel. So, if I understand you correctly, you had to call each day to get your room cleaned?首先，我想代表我们酒店表达我最深的歉意。
客房投诉的情景英语作文
客房投诉的情景英语作文Title: Handling a Hotel Room Complaint。
Introduction:In the hospitality industry, addressing guest complaints efficiently is crucial for maintaining customer satisfaction. This essay illustrates a scenario where a hotel guest has a complaint about their room and outlines the steps to handle it effectively.Scenario:During a busy weekend, a guest checks into a hotel room for a two-night stay. However, upon entering the room, they notice several issues that detract from their comfort and satisfaction.Complaint Description:The guest finds the room unclean, with dust on surfaces and an unpleasant odor. Additionally, the air conditioning unit is not functioning correctly, making the room too warm for comfort. Moreover, there is a leak in the bathroom faucet, causing water to drip constantly.Handling the Complaint:1. Empathize with the Guest: Begin by acknowledging the guest's concerns and expressing empathy for their inconvenience. This helps establish rapport and shows the guest that their complaint is being taken seriously.2. Apologize: Offer a sincere apology for the inconvenience caused by the substandard conditions of the room. Apologizing demonstrates the hotel's commitment to guest satisfaction and helps diffuse any frustration the guest may be feeling.3. Assess the Situation: Investigate the reported issues to verify the guest's complaints. This may involve sending a staff member to inspect the room and address anyimmediate concerns.4. Resolve the Issues: Take prompt action to rectify the problems identified by the guest. This could include:Sending housekeeping staff to clean the room thoroughly, addressing the dust and odor.Dispatching maintenance personnel to repair the air conditioning unit and fix the leaky faucet.Offering the guest a room upgrade or compensationfor the inconvenience experienced.5. Follow Up: After resolving the guest's complaints, follow up with them to ensure their satisfaction. This could involve a phone call, email, or personal visit to the room to confirm that the issues have been addressed totheir satisfaction.Conclusion:In the hospitality industry, addressing guest complaints effectively is essential for maintaining customer satisfaction and loyalty. By empathizing with the guest, apologizing for any inconvenience, promptly resolving the issues, and following up to ensure satisfaction, hotels can turn a negative experience into a positive one and leave guests feeling valued and appreciated.。
酒店投诉处理英语作文
酒店投诉处理英语作文Handling Complaints in Hotel Settings.In the hotel industry, complaint handling is anintegral part of providing exceptional customer service. Dealing with complaints promptly, professionally, and sympathetically can turn a dissatisfied guest into a loyal advocate for a hotel. It is essential for hotels to have a well-defined complaint handling process that ensures every guest feels heard and valued.Importance of Complaint Handling.Firstly, it is crucial to understand that complaints are an opportunity for improvement. Guests provide valuable feedback on areas that need attention, whether it's a service issue, a maintenance problem, or a simple misunderstanding. By addressing these concerns, hotels can identify areas for improvement and make the necessary changes to enhance the overall guest experience.Moreover, handling complaints well can build trust and loyalty among guests. Guests who feel that their voices are being heard and their concerns are being addressed are more likely to recommend a hotel to their friends and family. Positive word-of-mouth is an invaluable marketing tool for hotels, as it can lead to increased occupancy and revenue.Steps in Complaint Handling.1. Listening and Acknowledging the Complaint.The first step in complaint handling is to actively listen to the guest's concerns. It is essential to show empathy and understanding, acknowledging their feelings and the inconvenience caused. This initial step helps build a rapport with the guest and ensures they feel valued.2. Investigating the Issue.After acknowledging the complaint, it's important to investigate the issue to understand its root cause. Thismay involve speaking with other staff members, checking records, or even visiting the area in question. The goal is to gather enough information to form a clear understanding of the problem.3. Offering Solutions.Once the issue has been investigated, it's time tooffer solutions. The solutions should be tailored to the specific complaint and aim to address the guest's concerns. This could include offering a discount on their next stay, upgrading their room, or providing additional services.It's also important to be transparent about any limitations or constraints that may apply.4. Apologizing and Compensating.If the hotel is at fault, it's crucial to apologize sincerely. Acknowledging mistakes and apologizing can help diffuse tense situations and show the guest that the hotel cares about their satisfaction. In addition, offering some form of compensation can further demonstrate the hotel'scommitment to rectifying the situation. Compensation can range from small tokens like free gifts or vouchers to more substantial offers like room upgrades or free nights.5. Following Up.Finally, it's essential to follow up with the guestafter resolving the complaint. This not only ensures thatthe issue has been fully addressed but also provides an opportunity to gather further feedback. Following up can be done via phone, email, or even a personal visit if possible. It's also a good practice to share the feedback withrelevant departments within the hotel to ensure continuous improvement.Challenges and Solutions.One of the main challenges in complaint handling is dealing with emotional guests. In such situations, it's essential to maintain a calm and professional demeanorwhile actively listening and showing empathy. Offering a quiet space or a moment for the guest to calm down can alsobe helpful.Another challenge is handling complaints that involve multiple departments or stakeholders. In such cases, it's important to have a clear communication channel between departments to ensure a coordinated response. Regular training sessions for staff on complaint handling can help build a common understanding and approach to dealing with such issues.Conclusion.In conclusion, complaint handling is a crucial aspect of providing exceptional customer service in the hotel industry. By following a well-defined process and adopting a proactive approach, hotels can turn complaints into opportunities for improvement and build trust with their guests. By continuously improving their complaint handling processes, hotels can ensure that they provide a superior guest experience and create loyal customers who are willing to recommend their services to others.。
酒店处理投诉对话
酒店处理投诉对话The conversation of the hotel’s complaint顾客：我能跟酒店的经理谈谈吗？GUEST: May I speak to the hotel manager please?经理：您好，我是Charles Nelson，这个酒店的经理。
请问我能帮你什么吗？MANAGER: Hi, I am Charles Nelson, the manager of Holiday Inn. How can I help you, please?顾客：我叫Jay，是515号房间的住客。
我对自己在你的酒店所受到的服务感到非常不满意。
GUEST: My name is Jay, I’m in Room 908,I was discontent with the service of your hotel extremely.经理：很遗憾听到这句话，请问发生了什么事？MANAGER: I am sorry to hear that. What happened, please?顾客：当我入住的时候，接待员却抱怨说我没有预定。
但我想说的是，一定要每次都先预订吗？临时的就不行吗？GUEST: When I checking in, the receptionist complained that I didn’t make a reservation. But, is it necessary to make reservation for each time? Can’t I make a temporary check?经理：当然不是。
最近是旺季，怕因为没有及时预订可能会没有空房。
MANAGER: Of course not. But it’s time to the busy season, we afraid that it will have no empty room if you didn’t make reservation in time.顾客：更气人的是，我入住大约有40分钟了，我有一个行李却一直没有送过来。
处理投诉(旅游服务礼仪情景剧本中英文)
处理投诉（旅游服务礼仪情景剧本中英文）Nancy Knight (K)15分钟之前入住，她很吃惊房间如此杂乱。
她要求向经理(M)投诉。
M：太太，你有什么问题？K：我要住的是酒店不是牛棚。
我没见过比这更恶心的房间了。
M：这个房间没打扫吗？K：当然没有。
这浴室乱成一团，没有香皂，没有毛巾，也没有手纸。
M：我非常抱歉。
对于给您带来的不便，我深表歉意。
我会处理的。
请稍等，我马上就回来。
（一段时间后）M：太太，看来前厅与客房部在沟通上出现问题。
他们已经答应给您安排一个完全符合标准的房间。
K：越快越好。
M：他们马上会到您房间就此事向您道歉。
十分对不起。
译文：Handling Complaints(Nancy Knight Checked into her room 15 minutes ago. She was surprised to find that the room is in such a mess. She asks to see the manager.)M: What’s the trouble, Madam?K: I ask for hotel accommodation, not a cowshed. I’ve never seen anything more disgusting.M: The room hasn’t been cleaned then?K: Of course not. The bathroom is in a total mess. There is no soap, no towels, not even toilet paper.M: I’m extremely sorry to hear that. W e do apologize for the inconvenience. I’ll look into the matter and I’ll be back in aminute.( After a while)M: Well, Madam, there seems to have been a communication-break-down between the front office and thehousekeeping department. They have promised to give you aroom that is fully up to standard.K: The sooner, the better.M: They’ll be there in a minute. Sorry about the trouble.。
英语处理酒店投诉作文模板
英语处理酒店投诉作文模板Title: Dealing with Hotel Complaints in English。
Introduction。
Hotel complaints are inevitable in the hospitality industry, and it is essential for hotel staff to handle them effectively and professionally. In this article, we will discuss the best ways to handle hotel complaints in English, providing a helpful template for hotel staff to follow.Understanding the Complaint。
When a guest approaches the hotel staff with a complaint, it is crucial to listen carefully and understand the nature of the issue. Whether it is a problem with the room, the service, or any other aspect of the hotel, the staff should show empathy and acknowledge the guest's concerns. It is important to let the guest know that their complaint is being taken seriously and will be addressed promptly.Apologizing Sincerely。
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 ａbouｔrooms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 ｒｏoｍ15 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 alｌright ｉn your rｏom，Mrs. Wiｎston？嗯，您房间里一切正常吗,温斯特夫人?G:Ｗｅll，no．First thｅbathroom is in a tｏtaｌmｅss. The ｓhoweｒdｏesn’ｔｈａve hoｔｗａｔer and the tub is dirｔy. Ｔhe floor iｓall wｅt and there is no mattress. Ｔｈeｎｔherｅｉs nｏｓｏａp，nｏｔowｅlｓ, noｔeven 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 tｏｈｅaｒｔhａt．We do ａpoloｇiｚe for tｈe incｏnvｅ-nｉｅnce causeｄ. Ｉ’ll have tｈｅshｏｗｅr fixｅｄ，the tｕｂcleａned，theｆloｏr dried and tｈe tｏileｔitems senｔtｏｙｏｕｒroomｉmmediaｔｅｌｙ. 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。
我马上派人来修理淋浴器，擦洗浴缸,把地板擦干，并且送来所有的卫生用品。
客人对客房有烟味的投诉对话英语作文
客人对客房有烟味的投诉对话英语作文Title: Conversation between a guest and hotel staff regarding a smoking complaint in the roomGuest: Good evening, I am calling to report an issue with my room.Staff: Good evening, I apologize for any inconvenience. Could you please describe the issue?Guest: Well, I just checked into my room, and there is a strong smell of smoke. It is quite unpleasant, and I specifically requested a non-smoking room.Staff: I'm sorry to hear that. We take such matters seriously. Let me look into this right away. Could you please provide me with your room number?Guest: Of course, it's Room 328.Staff: Thank you for the information. Allow me a moment to check our records and see what might have happened.(Guest waits)Staff: Thank you for waiting. Our records show that Room328 was indeed designated as a non-smoking room. Iapologize if there has been any oversight.Guest: That's alright but I would appreciate it if youcould address this issue promptly.Staff: Certainly. Our maintenance team will immediatelyvisit your room to conduct an inspection and eliminate any residual odors.Guest: Thank you for your prompt attention to this matter.Staff: You're welcome. While we attend to your concern, is there anything else we can assist you with during your stay?Guest: At the moment, resolving this issue is my priority. Once the smell is gone, everything should be fine.Staff: Understood. Rest assured that we will do everything possible to rectify the situation promptly.(Guest receives a call later from hotel staff)Staff: Good evening again! I would like to inform you that our maintenance team has thoroughly inspected Room 328 and taken measures to eliminate all traces of the smoke odor.Guest: That's great news! Thank you so much for addressing this promptly.Staff: It was our pleasure assisting you, sir/ma'am. Should you encounter any other issues during your stay, please do not hesitate to contact us.Guest: I appreciate your professionalism. I hope the rest of my stay will be comfortable.Staff: We strive to provide our guests with the best experience possible. Enjoy the rest of your evening, and should you need anything further, please don't hesitate toreach out.Throughout this conversation, the hotel staff was attentive and responsive when addressing the guest's complaint about a smokey room. They acknowledged the issue and took immediate action by inspecting and remedying the situation promptly. Effective communication in resolving problems demonstrates excellent customer service quality, helping to ensure a comfortable and satisfactory stay for all guests.。
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酒店英语情景对话——客房投诉处理1
很高兴Hotel English推出的语音版英语情景对话得到了大家的好评，同时，我们也收到了很多同学的留言，希望多出一些投诉处理方面的对话，我立马录了个投诉处理系列的，希望大家喜欢。
如果你有想要学习的酒店英语内容，我欢迎同学们在评论里留言或者给我们来消息。
祝大家学得开心!
complaint 1
来自国宾人
Guest：Excuse me, I would like to make a complaint.
你好，我要投诉你们酒店。
Receptionist : What seems to be the problem, madam?
出了什么问题呢?女士。
Guest: Well, were regular guests at your hotel, but Im about
to change my mind about ever staying here again! The service is terrible. Ive had to ring housekeeping every day to ask them to clean my room. My company pays good rates for me and my colleagues to stay at your hotel, so a dependable cleaning service is the least we expect!
我是你们酒店的常客，但是我打算换酒店，以后再也不住在这了。
服务太差了，我每天都要打电话给客房部让他们来打扫我的房间。
我的公司付了一笔不小的费用给我和我的同事住在这家酒店，我们想要一个正常可靠的清洁服务不过分吧!
Receptionist: First of all, Id like to apologize on behalf of our hotel. So, if I understand you correctly, you had to call each day to get your room cleaned?
首先，我想代表我们酒店表达我最深的歉意。
如果我理解的没错，你每天都要打电话给客房部叫他们清理房间吗?
Guest: Thats right.
是的。
Receptionist: Would you mind giving me some details? If I could just have your name, room number, what time you called and who you spoke to exactly.
您介意告诉我更多信息吗?您能告诉我您的名字和房间号，以及是什么时候给客房部打电话，和谁通话的呢?
Guest: My name is Alex Jones from room 1124, I have been calling every morning. I do not remember who I spoke to.
我叫Alex Jones, 住在1200房。
我过去几天都是早上打电话去的，我不记得我是和谁通话的了。
Receptionist: Ms Jones, Ill speak to housekeeping straight away. Apologies for the inconvenience , I would like to offer you free voucher for two nights stay on your next visit. You can use it any time you like.
Jones女士，我会马上和客房部沟通。
我确保不会再发生这样的事情了。
为了弥补给您造成的不便，我想给您提供未来2晚的免费入住。
我把这个券给您，您可以随时使用。
Guest: Oh, thats great! I am glad that we could work this out. We will definitely come back here again.
哦这样好的，我很高兴我们可以把这个事情解决了，我们之后还会来住的。