現(xiàn)代酒店英語(yǔ)口語(yǔ)實(shí)用教程 03Complaint 課處理投訴

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Unit 4 Complaint 處理投訴

經(jīng)典對(duì)話

C=Front Office Clerk 前臺(tái)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(tái)。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?duì)房間不滿意。

C：May I know what is wrong?

請(qǐng)問(wèn)有什么問(wèn)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(méi)料到你們酒店會(huì)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(gè)服務(wù)員拿空氣清新劑來(lái)，并且為您重新整床。

我們?yōu)榻o您帶來(lái)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(qǐng)盡管給我電話。

常用句型百寶箱

1. 顧客投訴問(wèn)題

1) There is no hot water/water boiler.

沒(méi)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(lái)。

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

衛(wèi)生間沒(méi)有浴巾/洗浴用品/廁紙。

8) My necklace /watch/wallet is missing.

我的項(xiàng)鏈/手表/錢(qián)包不見(jiàn)了。

9) Get me your manager!

把你們經(jīng)理叫來(lái)。

2. 表示歉意和關(guān)注

1) I’m terribly sorry to hear that.

聽(tīng)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(lái)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(gè)房間服務(wù)員過(guò)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(lái)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(cuò)，實(shí)在對(duì)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(méi)時(shí)間來(lái)整理。

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

您把“請(qǐng)勿打擾”的牌子放在把手上了，所以服務(wù)員沒(méi)來(lái)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(lái)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(gè)行李員來(lái)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(lái)這么多麻煩，為了表示歉意，特為您提供 9 折/免費(fèi)花籃。

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

請(qǐng)?jiān)试S我派一位服務(wù)員來(lái)幫您再仔細(xì)找找。

6) Shall I call the police for you?

我?guī)湍鷪?bào)警好嗎?

7) I will speak to our manager about it.

我會(huì)向我們經(jīng)理報(bào)告這件事。

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

我們能為您做的實(shí)在太有限了。