現(xiàn)代酒店英語口語實用教程 03Complaint 課處理投訴

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Unit 4 Complaint 處理投訴

經(jīng)典對話

C=Front Office Clerk 前臺服務(wù)員 G=Guest 顧客

C：Good evening. Front Office . Can I help you?

晚上好，這里是前臺。有什么可以為您效勞?

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，剛?cè)胱〉?，我對房間不滿意。

C：May I know what is wrong?

請問有什么問題嗎?

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.

房間有股難聞的氣味，我的床上還有別人的頭發(fā)!我沒料到你們酒店會發(fā)生這樣的事情。

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.

很抱歉有這種事情，史蒂文森太太。我馬上派一個服務(wù)員拿空氣清新劑來，并且為您重新整床。

我們?yōu)榻o您帶來不便道歉。

G：That’s fine. Thank you.

好吧，謝謝。

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 .

不客氣，史蒂文森太太。我叫西蒙，如有什么我能效勞的，請盡管給我電話。

常用句型百寶箱

1. 顧客投訴問題

1) There is no hot water/water boiler.

沒有熱水/煮水器。

2) The room is in a smell/too noisy.

房間一團(tuán)糟/太吵了。

3) The window curtain is full of dust.

窗簾積滿了灰塵。

4) The pillow cases are stained.

枕頭套上有污漬。

5) The bathtub/water closet is dirty.

浴缸/抽水馬桶是臟的。

6) The water closet is clogged ant when I flushed it , it overflowed.

抽水馬桶堵住了。我一沖水，水就冒出來。

7) There are no towels/toiletry items/toilet paper in the bathroom.

衛(wèi)生間沒有浴巾/洗浴用品/廁紙。

8) My necklace /watch/wallet is missing.

我的項鏈/手表/錢包不見了。

9) Get me your manager!

把你們經(jīng)理叫來。

2. 表示歉意和關(guān)注

1) I’m terribly sorry to hear that.

聽到這樣的事情，我真的非常遺憾!

2) I’ll attend to /take care of this right away.

我馬上來處理這件事前。

3) I’ll look into this matter at once.

我馬上去查清這件事情。

4) I’ll send a chambermaid immediately.

我馬上派一個房間服務(wù)員過去。

5) We might overlooked some points.

我們可能忽略一些細(xì)小的地方。

6) We do apologize for the inconvenience.

我們?yōu)榻o您帶來不便深表歉意。

7) There could have been some mistake. I do apologize.

可能是出了什么差錯，實在對不起。

3. 解釋原因

1) The previous guest checked out late and you demand immediate access to your room. So the

chambermaid didn’t have time to make up the room.

上一位客人很遲才退房，而您要求馬上入住，所以服務(wù)員沒時間來整理。

2) You put the “DND” sign on the knob, so the chambermaid didn’t make up the room.

您把“請勿打擾”的牌子放在把手上了，所以服務(wù)員沒來整理房間。

4. 提供解決方案

1) Our manager is not in town. Shall I get our assistant manager for you?

我們的經(jīng)理不在本地。我?guī)湍兄斫?jīng)理來好嗎?

2) If you get your luggage ready , we would move you to another room.

如果您把行李整理好，我們安排您到別的房間去。

3) I will send a porter to help you with the luggage.

我派個行李員來幫您搬行李。

4) To express our regret for all the trouble, we offer you a 10% discount/complimentary flowers.

我們給您帶來這么多麻煩，為了表示歉意，特為您提供 9 折/免費花籃。

5) Please allow me to send a chambermaid to your room to help you look for it again.

請允許我派一位服務(wù)員來幫您再仔細(xì)找找。

6) Shall I call the police for you?

我?guī)湍鷪缶脝?

7) I will speak to our manager about it.

我會向我們經(jīng)理報告這件事。

8) This is really the least we can do for you.

我們能為您做的實在太有限了。