0.12 Handling complaints  (Page 2/7)

• Pull the curtain down

an electric wire out of the plug

a towel rail out of the wall

• Dropthe breakfast tray on the floor
• Tear the sheets
• Childrendraw a picture on the wall

What a room maid can do

Verbs of cleaning and housekeeping

Expressions of errors and damage

PRACTICE

Hotel Problems

1. Problems in hotel reservations

Situation: However, the receptionist, who took his/her reservation, noted a wrong spelling of his/her name in the record, so the room is occupied now by another person. In groups, discuss the solution and suggest what to say to him/her.

1. Problems in check-in

Situation 1: A group of guests come in at the same time, and they are all very tired of a long journey. Everyone in the group all want to check in first. In groups, discuss the solution to deal with the situation.

Situation 2: A guest walks in and says he/she has no reservation. He/She really wants a room for two nights, but the hotel is full. In groups, discuss the solution to deal with walk-in guests and offer help if possible to make the good impression about the hotel.

1. Problems during the guest’s staying

Listen and fill in the gaps in the complaints. Then, look at the tapescript and practise with your partners. Observe how the employees in the hotel deal with the complaints.

1. My room ________ hasn’t been ________ since the last guest. The carpet’s ________, the bed’s ________ and the bathroom_______ _______touched.
2. Our room isn’t ready for us. ________ ________ no towels, ________, or toilet paper in the ________.
3. Can you do something about the ________ in my room? It’s only running ________ ________. And the ________ ________ in my bedside lamp ________ ________.
4. The ________ in 302 next door to me is ________. I ________ ________
5. Problems in hotel check-out

Speaking

Situation 1: A guest is checking out, but the housekeeping announces not to find the remote control. In groups, discuss the solution and suggest what to say to him/her.

Situation 2: A guest has just finished his/her check-out. S/He is going to the airport to fly back home. In groups, discuss what to do while s/he is waiting for his/her taxi.

Listening

Listen and tick which expressions are in the conversation.

• I hope you enjoyed your stay.
• We did very much thank you.
• We’ve flying to …………….today.
• We’re going to see………..
• This looks like your taxi.
• I hope we’ll see you again.
• Have a pleasant trip.
• Safe journey.
• Problems in payment