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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.Firstthebathroomisinatotalm
2、ess.Theshowerdoesn’thavehotwaterandthetubisdirty.Thefloorisallwetandthereisnomattress.Thenthereisnosoap,notowels,noteventoiletpaper.C：Oh,I’msorrytohearthat.Wedoapologizefortheinconve-niencecaused.I’llhavetheshowerfixed,thetubcleaned,thefloordriedandthetoileti
3、temssenttoyourroomimmediately.G：That’snotall.TheworstthingisthatthewaterclosetiscloggedandwhenIflushedit,itoverflew.C：Oh,dear,weareterriblysorryforallthismess.Yousee,thehotelhasjustopened,andwearealsoterriblyunderstaffed.Soifyoupleasegetyourluggageready,wewil
4、lmoveyoutoanotherroom.I’llsendabellmanuptoyourroomandhelpyouwiththeluggage.G：Thankyou.C：You’rewelcome.Thisisreallytheleastweshoulddoforyou.B.HandlingacomplaintaboutluggageClerk：Reception.CanIhelpyou?Guest：MynameisFrankandI’minRoom1010.Icheckedintomyroom40minu
5、tesagoandmyluggagehasn’tbeenbroughtuptomyroomyet.C：I’msorrytohearthat,sir.Howmanypiecesdidyouhave,Mr.Frank?G：Twosuitcasesandashoulderbag.C：Isthereanametagattachedtoyourluggage?G：No,I’mafraidnot.C：I’llgetintouchwiththeBellCaptain’sDeskrightaway.G：Thankyou.C：MR
6、.Frank,thebellmenarebusydeliveringluggagetoguests’rooms.Becaisethereisnonametagattachedtoyourluggage,weneedspendmoretimeinfindingit.Pleasedon’tworry.We’llhaveitsenttoyourroomassoonaswefindit.G：Thankyou.C：Gladtobeofservice.C.HandlingacomplaintaboutnoiseClerk：G
7、oodmorning,sir.WhatcanIdoforyou?Guest：I’mBellowinRoom908.Canyouchangetheroomforme?It’stoonoisy.Mywifewaswokenupseveraltimesbythenoisetheluggageelevatormade.Shesaiditwastoomuchforher.C：I’mawfullysorry,sir.Idoapologize.Room908isattheendofthecorridor.It’spossibl
8、ethatthenoiseisheardearlyinthemorningwhenallisquiet.G：Anyhow,I’dliketochangeourroom.C：Noproblem,sir.We’llmanageit,butwedon’thaveanyspareroomtoday.Couldyouwaittilltomorrow?TheAmericanPeopl
