资源描述：
《酒店前厅处理问题与投诉_1》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。
1、HandingProblemsandComplaints处理问题与投诉ConversationA.HandlingacomplaintaboutroomsClerk：Reception.CanIhelpyou?Guest：Yes.ThisisMrs.WinstoninRoom207.Icheckedintomyroom15minutesago.C：Yes,iseverythingallrightinyourroom,Mrs.Winston?G：Well,no.Firstthebathroomisinatotalmess.Theshowerdoes
2、n’thavehotwaterandthetubisdirty.Thefloorisallwetandthereisnomattress.Thenthereisnosoap,notowels,noteventoiletpaper.C：Oh,I’msorrytohearthat.Wedoapologizefortheinconve-niencecaused.I’llhavetheshowerfixed,thetubcleaned,thefloordriedandthetoiletitemssenttoyourroomimmediately.G：Th
3、at’snotall.TheworstthingisthatthewaterclosetiscloggedandwhenIflushedit,itoverflew.C：Oh,dear,weareterriblysorryforallthismess.Yousee,thehotelhasjustopened,andwearealsoterriblyunderstaffed.Soifyoupleasegetyourluggageready,wewillmoveyoutoanotherroom.I’llsendabellmanuptoyourrooma
4、ndhelpyouwiththeluggage.G：Thankyou.C：You’rewelcome.Thisisreallytheleastweshoulddoforyou.B.HandlingacomplaintaboutluggageClerk：Reception.CanIhelpyou?Guest：MynameisFrankandI’minRoom1010.Icheckedintomyroom40minutesagoandmyluggagehasn’tbeenbroughtuptomyroomyet.C：I’msorrytoheartha
5、t,sir.Howmanypiecesdidyouhave,Mr.Frank?G：Twosuitcasesandashoulderbag.C：Isthereanametagattachedtoyourluggage?G：No,I’mafraidnot.C：I’llgetintouchwiththeBellCaptain’sDeskrightaway.G：Thankyou.C：MR.Frank,thebellmenarebusydeliveringluggagetoguests’rooms.Becaisethereisnonametagattach
6、edtoyourluggage,weneedspendmoretimeinfindingit.Pleasedon’tworry.We’llhaveitsenttoyourroomassoonaswefindit.G：Thankyou.C：Gladtobeofservice.C.HandlingacomplaintaboutnoiseClerk：Goodmorning,sir.WhatcanIdoforyou?Guest：I’mBellowinRoom908.Canyouchangetheroomforme?It’stoonoisy.Mywifew
7、aswokenupseveraltimesbythenoisetheluggageelevatormade.Shesaiditwastoomuchforher.C：I’mawfullysorry,sir.Idoapologize.Room908isattheendofthecorridor.It’spossiblethatthenoiseisheardearlyinthemorningwhenallisquiet.G：Anyhow,I’dliketochangeourroom.C：Noproblem,sir.We’llmanageit,butwe
8、don’thaveanyspareroomtoday.Couldyouwaittilltomorrow?TheAmericanPeopl
