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English PROFESSIONAL II

Chapter 1II

Improving Telephoning Skills and Handling Complaints

Langkah-langkah cara menangani telfon keluhan dari tamu hotel:

Step #1 Listen

Step #2 Respond by apologizing and offering solutions

Step #3 Take action to solve the problem

Step #4 Follow up by checking to see that guest is satisfied

Example:

A Housekeeping Problem

Guest: Excuse me, I just checked into my room, and theres hair in the tub and
its not mine. Its really gross.
Rose: Oh, Im so sorry. Thats not acceptable at all. Ill clean the tub for you
immediately, or if youd like, I can see if another room is available.
Guest: Thank you. If you clean it, that will be just fine. I have to go out. Ill be
back in about an hour.
(Phone rings)
Michael: Guest Services. This is Michael.
Rose: Hi, Michael; this is Rose. I just wanted to let you know that the guest in
room 407, Mrs. Johnson, checked in today and found hair in her tub. But dont
worry. I cleaned the tub, and its spotless.
Michael: Thanks, Rose. Ill make sure and follow up with Mrs. Johnson.
English PROFESSIONAL II
Chapter 1II

Listening Exercise: Handling Complaints


Directions: Watch the video and fill in the missing sentences below:
Guest 1: Yes, this is Scott Hayek in room 313.
(1)_____________________________________________. I cant seem to connect to the
internet. Its very important. Im really in a bind. Ive got this wedding tomorrow, and
I need to check the registry.
Front Desk: (2)________________________________________________________. Please
allow me to call Gary. Hes our maintenance engineer. Hes pretty good with
computers.
(A few minutes later)
Gary: At our hotels we need to dial 8 to get an outside line. So you need to go to your
pull-down menu here and add a default to your user profile choices and (Computer:
Youve got mail.) There! Youre on. Good to go.
Guest 1: (3) _________________________________________
(Later)
Front Desk: Hi, Mr. Hayek. This is Alan calling from the front desk. Yes, I
(4) ______________________________________________________
your Internet connection was working well.
Guest 1: The connection is fine, but the wedding registry is closed. I guess thats what I get
for waiting until the last possible second.
Front Desk: Thats too bad, but maybe theres
(5)___________________________________________________________
English PROFESSIONAL II
Chapter 1II

Question Format
X Word Subject Verb (like) Object (me) To + verb Rest of
base Sentence
Would you like me to clean the tub?
Would you like me to call for another
room?

models first situation:


Excuse me, can you help me? My room smells like cigarettes its really
disgusting!
I am so terribly sorry. Thats totally unacceptable. Would you like to move to
another room, or I can call the houseman up to thoroughly clean the room for you.
T asks Sts:
How did I apologize? I am so terribly sorry.
How did I acknowledge the problem? Thats totally unacceptable.
What two solutions did I offer the guest?
1) Move to another room.
2) Call the houseman up to thoroughly clean the room for you.
then reviews the polite question format by writing the grid on the
board
and filling in the two solutions and asks for more from the class:

X Subject Verb (like) Object To + verb Rest of Sentence


Word (me) base
Would you like ------ to move to another room?

Would you like me to spray the room?


Would you like ------- to wait in the lobby while I call?
Would you like me to call the houseman to
thoroughly clean the
room for you?
English PROFESSIONAL II
Chapter 1II

Missing Lyrics

[Verse 1]
I used to ______ my tongue and hold my _______
Scared to ______ the boat and _______ a mess
So I sat _______, agreed __________
I _________ that I forgot I had a __________ I let you _____ me past the breaking _____
I stood for _________, so I fell for ____________

[Pre-Chorus]
You held me ________, but I got up Already __________ off the dust
You ______ my voice, your hear that ______Like thunder, gonna ______ your _______
You held me _______, but I got up. Get ready cause Ive had ________
I see it all, I see it now

[Chorus]
I got the eye of the _______, the fighter, ________ through the ______
Cause I am a ___________ and youre gonna _______ me ROAR
Louder, louder than a _____
Cause I am a champion and youre gonna hear me ROAR
Oh oh oh oh oh oh. Youre gonna ________ me roar

Now Im __________ like a ________, Stinging like a _____ I earned my stripes


I went from _______, to my own _________

[Pre-Chorus]

[Chorus]