Handling Complaints
Structures Dealing with problems 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 : ...
Structures
Dealing with problems
- 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.
Or It should have been cleaned.
- 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.
- 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
- I’m _________ (for a small problem; for example, if there is no tray on the table).
- I’m ________ sorry /I’m very sorry (for more serious problem; for example, if some food is not fresh).
- 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
- What seems to be the ___________, sir/madam? (formal)
- _________’s the problem, sir/madam?
- Is __________ a problem, sir/madam?
Maintaining the customer’s confidence
- I’ll/we’ll (try to) make ________ you enjoy your meal.
- 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.
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
- Pull the curtain down
an electric wire out of the plug
a towel rail out of the wall
- Drop the breakfast tray on the floor
- Tear the sheets
- Children draw a picture on the wall
What a room maid can do
Verbs of cleaning and housekeeping
Expressions of errors and damage
PRACTICE
Hotel Problems
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.
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.
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.
- My room ________ hasn’t been ________ since the last guest. The carpet’s ________, the bed’s ________ and the bathroom_______ _______touched.
- Our room isn’t ready for us. ________ ________ no towels, ________, or toilet paper in the ________.
- Can you do something about the ________ in my room? It’s only running ________ ________. And the ________ ________ in my bedside lamp ________ ________.
- The ________ in 302 next door to me is ________. I ________ ________
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
Listen to the tape and tick the table with details of the bill.
Listen to the tape again and tick which expressions are in the conversation.
- How are you paying?
- Service and tax are included.
- Would you sign here, please?
- Your signature here, please.
- Here’s your receipt.
- Do you have some form of identification?
- Don’t worry sir. I’ll stamp it.
Work with your partner using the role cards in order to deal with a guest’s payment queries
Restaurant Problems
Work with a partner. Take turns to be A (a waiter/waitress) and B (a customer). Use the table below to act out the situations.
What may you say when you want to:
Ask about problems?
Make excuses?
Maintain the customer’s confidence?
Offer action?
Attract a customer’s attention?
Make polite refusals?
Express sympathy?
Explain regulations?
Suggest other courses of action?
Insist about regulations?
