XIII. Check you vocabulary.
Match the words on the left with definitions on the right:
XIV. Read out another example of a complaint and answer the questions below: G — Guest DM — Duty Manager G. Can't you do something about the service in this hotel? DM. I'm sorry, madam. What's the problem, exactly? G. My breakfast, That's the problem! DM. Yes? G. I ordered breakfast from Room Service at least half an hour ago... DM. Yes? G. I've telephoned Room Service three times, but my breakfast still hasn't come... DM. I see... G. I've got an important meeting at nine o'clock and now it seems I'll have to go there without breakfast! Really, I don't think this is good enough! DM. I'm very sorry about this madam. You ordered breakfast half an hour ago, and you've phoned three time's since then? G. That's right. DM. I really must apologize. You should have received the breakfast no later that five or ten minutes after you ordered it. G. That's what I thought. DM. The problem may be that they've been rather short-staffed in the kitchens recently. But I'll look into this, and I'll make sure that the breakfast is sent to you immediately. Full English breakfast, was it? G. Full English breakfast, with corn flakes. DM. Very well, madam. I'll deal with this myself, and I'll have it sent up to your room right away.
What is theguest's complaint? While listening to the complaint, does the Manager speak at all? What does he say? What is the first thing he says after hearing the complaint? How does he check that he understood the complaint? He apologizes several times during the conversation. What does he say? What explanation does he give? What action does he promise? XV. Give replies to the complaints below. Use any suitable phrase of apology, and any suitable phrase promising action. Example: We've been waiting half an hour for our suitcases. You:— I'm sorry about that, sir. I'll have them sent up right away. a) This tablecloth is filthy! Can't you give us another one? (replace) b) Why is it taking so long to make our bill up? (make up) c) I paid the parking attendant to wash my car, but no body has washed it. (wash) d) I'm sure the sheets on the bed haven't been changed after the last guest, (change) e) There's a mistake in the bill. We didn't have dinner here last night, (check) f) We arranged for an extra bed to be put in the room for our young son. But there's only one double bed here, (attend to) Useful prompts:I'm sorry, I'll have (it sent up right away) I'm very / extremely sorry (about this / that) I'll get it (attended to immediately) I really must apologize, I'll make sure (it's brought to you immediately) I do apologize, Г11, deal with this myself; I'll look into this...; I'll sort out (this mistake, etc.) What I'm going to do now is... The first thing I'm going to do is... XVI. Read another dialogue between a Duty Manager (DM) and a guest (G). Make a note of how the Duty Manager does the following things: a) moves the scene of the complaint to a less public place; b) shows that he is listening carefully; c) apologizes; d) summarizes the complaint; e) gives a possible explanation of the event; f) tells the guest what action will be taken.
G. Are you the Manager? DM. I'm the Duty Manager. And you're Mr. Clarke from the Seaways group, aren't you? Can I help you? G. You'd better. My suitcases have been stolen and I want them back, quick.' DM. Let's go into my office, and you can tell me exactly what's happened, (they go into the office) G. Two suitcases. They've been stolen from outside my room... DM. Yes. G. I put them out this morning for the Porter to collect. He was supposed to take them down to the Seaways Tour bus. But I've just been down to the bus, and there's a pile of suitcases there, but mine aren't among them. They must, have been stolen. DM. I see. What time did you put them out? G. About seven-thirty. DM. And can you tell me what they look like? G. They are large, soft grey leather suitcases with Seaways stickers on them. Look, I want some action on this! DM. Yes, of course Mr. Clarke. I'm very sorry about this. Just let me get clear what happened. You left two suitcases outside your door at half-past seven, for the Porter to take down to the tour bus. You've been to the bus, and there's no sign of the suitcases. G. Right. DM. Right then, Mr. Clarke. It's possible that the suitcases have been put down in the wrong place. So the first thing I'm going to do is contact the Porter, the Head Porter and the Tour Courier. Together we'll check the hotel and the bus thoroughly. I'll also contact the Hotel Security Officer, and we'll see then if we have to contact the police.
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