酒店前廳處理問(wèn)題與投訴

1、.Handing Problems and Complaints 處理問(wèn)題與投訴ConversationA. Handling a complaint about roomsClerk：Reception. Can I help you?Guest：Yes. This is Mrs. Winston in Room 207. I checked into my room 15 minutes ago.C：Yes, is everything all right in your room, Mrs. Winston?G：Well, no. First the bathroom is in a t

2、otal mess. The shower doesnt 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.C：Oh, Im sorry to hear that. We do apologize for the inconve-nience caused. Ill have the shower fixed, the tub cleaned, the floor d

3、ried and the toilet items sent to your room immediately.G：Thats not all. The worst thing is that the water closet is clogged and when I flushed it, it overflew.C：Oh, dear, we are terribly sorry for all this mess. You see, the hotel has just opened, and we are also terribly understaffed. So if you pl

4、ease get your luggage ready, we will move you to another room. Ill send a bellman up to your room and help you with the luggage.G：Thank you.C：Youre welcome. This is really the least we should do for you.B. Handling a complaint about luggageClerk：Reception. Can I help you?Guest：My name is Frank and I

5、m in Room 1010. I checked into my room 40 minutes ago and my luggage hasnt been brought up to my room yet.C：Im sorry to hear that, sir. How many pieces did you have, Mr. Frank?G：Two suitcases and a shoulder bag.C：Is there a name tag attached to your luggage?G：No, Im afraid not.C：Ill get in touch wit

6、h the Bell Captains Desk right away.G：Thank you.C：MR. Frank, the bellmen are busy delivering luggage to guestsrooms. Becaise there is no name tag attached to your luggage, we need spend more time in finding it. Please dont worry. Well have it sent to your room as soon as we find it.G：Thank you.C：Gla

7、d to be of service.C. Handling a complaint about noiseClerk：Good morning, sir. What can I do for you?Guest：Im Bellow in Room 908. Can you change the room for me? Its too noisy. My wife was woken up several times by the noise the luggage elevator made. She said it was too much for her.C：Im awfully so

8、rry, sir. I do apologize. Room 908 is at the end of the corridor. Its possible that the noise is heard early in the morning when all is quiet.G：Anyhow, Id like to change our room.C：No problem, sir. Well manage it, but we dont have any spare room today. Could you wait till tomorrow? The American Peop

9、le-to-people Education Delegation will be leaving tomorrow morning. Therell be some rooms for you to choose from.G：All right. I hope well be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep.C：Be sure. Ill make a note of that. Everything will be taken care of. And if th

10、ere is anything more you need, please let us know.會(huì)話參考譯文A 處理客房投訴職員：這里是接待處，要我為您服務(wù)嗎？客人：是的，我是207房間的溫斯特夫人。我15分鐘以前住進(jìn)我的房間。員：嗯，您房間里一切正常嗎，溫斯特夫人？客：哦，不。首先浴室里亂七八糟，淋浴器不出熱水，浴缸里很臟，地上很濕，而且沒(méi)有地墊，沒(méi)有肥皂、毛巾，甚至連衛(wèi)生紙也沒(méi)有。員：很抱歉聽(tīng)到這個(gè)消息，我們真的為您帶來(lái)這么多不便向您道歉。我馬上派人來(lái)修理淋浴器，擦洗浴缸，把地板擦干，并且送來(lái)所有的衛(wèi)生用品?？停哼€不止。最糟的事情是，廁所堵塞了，當(dāng)我用水沖洗時(shí)，水向外溢了出來(lái)。員：哦，

11、天啊，很抱歉為您帶來(lái)所有這些麻煩。您知道，我們飯店剛剛開(kāi)業(yè)，人手十分短缺。請(qǐng)您整理好您的行李，我們?yōu)槟硗獍才乓粋€(gè)房間。我叫行李員來(lái)您的房間為您拿行李?？停褐x謝。員：不客氣。這是我們應(yīng)該做的。B處理行李投訴 職員：這里是接待處，要我為您服務(wù)嗎？ 客人：我的名字叫富蘭克，住1010房間。我40分鐘以前搬進(jìn)我的房間。但我的行李到現(xiàn)在還沒(méi)有送來(lái)。 員：很抱歉，先生。富蘭克先生，您有幾件行李？ 客：兩個(gè)手提箱和一只挎肩包。 員：您的行李上是否貼有姓名標(biāo)簽?zāi)兀?客：不，恐怕沒(méi)有。 員：我馬上與大堂行李房聯(lián)系。 客：謝謝。 員：富蘭克先生，行李員正忙著把行李送往客人房間，因?yàn)槟男欣钌蠜](méi)有姓名標(biāo)簽，我們還

12、需要一些時(shí)間去尋找。請(qǐng)別擔(dān)心，我們一找到您的行李，馬上就送到您的房間。 客：謝謝。 員：樂(lè)意效勞。C 處理噪音投訴職員：早上好，先生。要我為您服務(wù)嗎？客人：我的名字叫貝羅，住908房間，請(qǐng)為我換一個(gè)房間好嗎？這兒太吵了。我妻子幾次被電梯的聲音吵醒，她說(shuō)她受不了。員：非常抱歉，先生。我真心向您道歉。908房間在走廊的末端，在一大早周轉(zhuǎn)非常安靜的時(shí)候，那兒是有可能聽(tīng)到電梯聲音的?？停簾o(wú)論如何，請(qǐng)給我們換個(gè)房間。員：沒(méi)問(wèn)題，先生，我們會(huì)設(shè)法安排的，但今天沒(méi)有空房間。請(qǐng)你們等到明天好嗎？美國(guó)民間教育代表團(tuán)將于明天離店，那時(shí)會(huì)有許多房間供你們挑選?？停汉冒?。我希望明天晚上我們能住進(jìn)一個(gè)安靜的套房好好睡一

13、覺(jué)。員：當(dāng)然，我會(huì)記下那件事，一切都會(huì)安排好的，如果您還有別的事需要幫忙，請(qǐng)告訴我們。Compensation 賠償ConversationA Compensation for the guests vaseAttendant：May I come in, Miss Rosa?Guest：Please come in.A：Miss Rosa, I owe you an apology. This morning while cleaning the room, I broke your vase on the table. Ill compensate for it. G：I dont thi

14、nk its a serious thing. Thats all right if you apolo-gize.A：Its our hotel policy. Can you tell me where you bought it?G：I bought it in the Arts and Crafts Srore.A：Ill go and buy a new one straight away. See you later.G：See you then.B Compensation for room set-upsGuest：I feel awfully sorry, miss. I h

15、ave broken the thermos bottle on the desk carelessly.Attendant：Were you hurt, sir?G：No, I was all right. Thank you for your concern. Im sorry about it and how can I compensate you for it?A：Its good that you were unhurt. Im afraid you have to pay for it according to the hotel policy. Wait a second. H

16、ere are the rules. You see, the indemnity for a thermos bottle is 30 Yuan.G：All right. Here is 30 Yuan.A：Heres the receipt. Thanks a lot.會(huì)話參考譯文A 賠償客人的花瓶服務(wù)員：我可以進(jìn)來(lái)嗎，羅莎小姐？客人：請(qǐng)進(jìn)。員：羅莎小姐，我該向您道歉。今天上午打房間時(shí)我打破了您放在桌上的花瓶。我要向您賠償?？停何蚁雴?wèn)題不大，你道歉就夠了。員：這是我們賓館的規(guī)定。您能告訴我在什么地方買的嗎？客：我是在工藝品商店買的。員：我立刻就去買一個(gè)新花瓶。再見(jiàn)?？停涸僖?jiàn)。B 賠償客房設(shè)

17、施客人：十分抱歉，小姐。我不小心打破了桌上的熱水瓶。服務(wù)員：先生，您傷著沒(méi)有？客：沒(méi)有，我沒(méi)有。謝謝您的關(guān)心。很抱歉，我怎么賠償你們呢？員：您沒(méi)傷著就好了。根據(jù)賓館規(guī)定，恐怕您得賠償。等一下。這是賓館規(guī)定，您看，賠償一個(gè)熱水瓶30元?？停盒小＿@兒是30元。員：這是收據(jù)，多謝您了。Handing Problems and Complaints 處理問(wèn)題與投訴ConversationA Handling a complaint about lost articlesClerk：Good afternoon, Mrs. Winston. Can I help you?Guest：Someone ha

18、s stolen my gold necklace.C：Im sorry to hear that. Would you mind telling me what exactly happened there, Mrs. Winston?G：Of course not.C：Are you sure that it isnt still somewhere in your room?G：Yes, I have looked everywhere in my room and couldnt find it.C：OK. When and where did you last see it?G：La

19、st night on the dresser. I took it off before I went for a shower and forgot to put it back on after the shower and this morning I left the hotel in a hurry without wearing it.C：Are you sure that you didnt wear it this morning?G：Yes, I am sure about it.C：Did you remember to lock your door before you

20、 left then?G：Yes, I think I did. It has to be one of your maids who took it. I want my necklace back.C：Well. I understand how you feel and well try our best to help you. Bull first please allow me to send one of the housemaids to your room and look for it again thoroughly just in case it is still th

21、ere. If she finds it well all be happy. If she doesnt well turn the whole matter to the police. But I must say that the hotel cant be held responsible for your loss. You should have locked your gold necklace away at the hotels safety box. If you had read your key card carefully you would realize tha

22、t we specially warned you to do so.G：That just isnt good enough. Get me your general manager. I want to speak to him right now.C：Im sorry, maam. Our general manager is not in the hotel. But Ill get our assistant manager for you if you like. But Im afraid that hell say the same thing. We have very cl

23、ear instructions about valuables and we must follow them. And now if youll excuse me, Ill go and find our assistant manager for you.B Safety boxClerk：Good morning, sir. Can I help you?Guest：Yes, do you have safety boxes?C：Certainly, sir. This is a service for our in-house guests.G：Good. May I have o

24、ne, Please?C：Certainly, sir. Would you please fill in this signature card?G：OK.C：Please read the conditions at the bottom of the page, sir Here is your key, sir. Number 28.G：Thank you. Can I put something in the box now?C：Certainly, sir. When you want to open your box, please come to this counter. N

25、ow I will show you to the deposit room.G：Thank you. Just one more question, please. Im going on a tour for three days. Can I keep some money in the box while I am away?C：Will you be staying with us after your tour, sir?G：Oh, yes.C：No problem, sir.G：Thank you very much.C：Youre most welcome.會(huì)話參考譯文A 處理有關(guān)遺失物品的投訴