0.12 Handling complaints  (Page 14/7)

Section 1: language focus

1. Structures

Dealing with problems

1. As a receptionist, it may not be your job to help guests personally with their needs, but you can organize things that should have been done for them.

Ex:Guest:My room hasn’t been cleaned.

Receptionist:The maids should have cleaned it.

OrIt should have been cleaned.

1. After saying that something should have been done, you need to tell the guest that you will deal with the problem.

Ex:Guest:Our room hasn’t been cleaned.

Receptionist:It should have been cleaned. I’ll contact Housekeeping straight away.

1. You should say sorry if it is the fault of the hotel and say something polite if the fault is the guest’s.

Ex:Guest:The sheets are dirty. They need replacing.

Receptionist:I am very sorry sir. They should have replaced. I’ll contact Housekeeping straight away.

Ex:Guest:I’m afraid I’ve knocked the vase down.

Receptionist:It’s all right. I’ll send someone up to clear up the pieces and bring another one for you.

Apologizing

1. I’m _________ (for a small problem; for example, if there is no tray on the table).
2. I’m ________ sorry /I’m very sorry (for more serious problem; for example, if some food is not fresh).
3. I’m __________ sorry (for a really serious problem; for example, if the waiter Has spilt some food on a customer’s clothing).

Asking about problems

1. What seems to be the ___________, sir/madam? (formal)
2. _________’s the problem, sir/madam?
3. Is __________ a problem, sir/madam?

Maintaining the customer’s confidence

1. I’ll/we’ll (try to) make ________ you enjoy your meal.
2. I think (hope) you’ll _________ your stay.

Promising an action.

I’ll bring one up for you.

I’ll bring some up for you.

I’ll send someone up to ............... it at once/ right away/ immediately.

I’ll have it ….

I’ll change it __________ you immediately.

I’ll __________ the Head Waiter about that.

Would you like to __________ something else?

We’ll be __________ to pay the cleaning bill.

_________I have the chef heat this up for you?

Attracting a customer’s attention

__________ me, sir/madam.

Polite refusals

I’m ___________ (= I regret) that won’t be ____________.

Expressing sympathy

I ___________ how you feel, sir/madam.

Explaining regulations with have to and may not

Gentlemen ___________ wear jacket and ties.

Ladies ____________ not wear casual trouser.

Suggesting other courses of action

__________ you __________ like to borrow a tie?

Perhaps you __________ leave your dog in your car?

We ____________ lend you a jacket.

Insisting about regulations

We have to ____________ the regulations.

How to say when that is the guest’s fault

Some things aren’t the faults of the hotel. However, it is very important to deal with the guest’s faults politely and reasonably. No guests are pleased with talking about their faults.

Ex:Guest:I am afraid I’ve knocked over a plate of food.

Receptionist:It’s all right. I’ll clean everything up.

2. Vocabulary

Some mistakes of the guest

• Knock over a plate of food

a vase of flowers

• Break a glass
• Spill some face powder on the floor

some milk on the carpet