Handing Complaints 處理投訴
Converstaion
A. Complatints about the service
Attendant: (Telephone rings) Good morning. I ‘m the room attendant. Can I help you?
Guest: My room hasn’t been made up yet. It’s already 12:00.
A: I’m awfully sorry, madam, We are very busy this morning. We’ll clean your room right now.
Your room number, please?
G: Room 602. I would like to have my room made up early every day. Can you do this?
A: Yes, madam. We always have rooms made up early on request. Just let us know what you need. And if we
can, we’ll oblige. Room 602. A maid will come to your room at once.
G: Thank you.
A: You’re welcome.
B. Complaints about room facilitees.
Attendant: Good evening . Is there anything I can do for you ?
Guest: I called you my room was very hot. The air-conditioner wasn’t working, but nobody has come since I called you.
A: I do apologize for it. I’ll check with the Maintenance Department . I assure you that they will come within minutes.
G: Would you ? Oh ,here they will come . Thank you.
A: You’re most welcome. Please call us if there is anything I can do for you. See you.
C. Complaints about noise
Attendant: Good evening . Can I be of assistance?
Guest: This is Room 402. The noise in Room 405 is terrible. I can’t fall asleep, Can you do something about it?
A: Certainly, sir. I’ll speak to the people there right now.
D. Complains about mosquitoes
Attendant : Good morning ,sir. Can I help you?
Guest: I didn’t sleep a wink last night. I was pestered with mosquitoes all night.
A: I’m awfully sorry, sir. May I have your name and room number, please?
G: Mr. Brown, Room 1818. I really could not bear it.
A: I’m sorry, Mr.Brown.. I do wish you had let us know at once.
G:Well, in fact. I’m considering moving to another hotel.
A:Oh, please don’t,Mr .Brown. May we change your room?
G:I’ll accept your offer if there is no mosquitoes.
A:Certainly, Mr. Brown. I can assure you such things won’t happen again. We’ll take necessary precautions.
G:All right.
A:Thank you for bringing the matter to our attenntion. I’ll arrange the move as soonas possible.
G:Thank you.
A:You are most welcome ,and have a good rest ,sir.
Useful exprssions
1.Please accept my apology on behalf of the hotel. 請(qǐng)接受我代表酒店向您道歉。
2.Thank you for telling us ,sir. 先生，謝謝您告訴我們。
3.I’m sorry for the mistake ,sir. I do apologize. 出了錯(cuò)真是非常對(duì)不起，先生。我向您道歉。
4. I can’t regulate the air-aonditioner. 空調(diào)機(jī)調(diào)節(jié)不靈。
5. The control knob of the air-conditioner doesn’t work. 空調(diào)機(jī)的調(diào)節(jié)旋鈕不好使。
6. The door to the private bathroom won’t lock.. 我洗澡間的門鎖不上。
7. I’ll have the maintenance man come in and take a look at it. 我去叫維修工人來瞧瞧。
Notes
1. I did’t sleep a wink last night, Wink, 打盹，小睡。
2. I was pestered with mosquitoes all night. Be pestered with 是“被…煩擾”的意思。
會(huì)話參考譯文
A. 投訴服務(wù)質(zhì)量
服務(wù)員：(電話鈴響)早上好，我是客房服務(wù)員，能幫您忙嗎?
客人：我的房間現(xiàn)在還沒打掃過，已經(jīng)12點(diǎn)了。
員：小姐，非常抱歉，我們今天早上很忙。我們馬上來打掃您的房間。請(qǐng)問您的房號(hào)?
客：602房間。我希望我的房間每天早點(diǎn)收拾，你們能做到嗎?
員：好的，夫人。只要客人要求，我們總是早點(diǎn)收拾房間，您需要什么請(qǐng)吩咐，只要能辦到，我們樂意效勞。房號(hào)602，服務(wù)員馬上去您房間打掃。
客：謝謝。
員：不用謝。
B. 投訴客房設(shè)施
服務(wù)員：晚上好，有什么事可以為您效勞嗎?
客人：我打電話告訴過你我的房間很熱，空調(diào)壞了。但自從我打電話給你后還沒有人來過。
員：我真的為此道歉，我會(huì)向維修部核查一下，我向您保證他們會(huì)馬上來的。
客：是嗎?噢，他們來了，謝謝。
員：樂意為您服務(wù)。如果什么事，請(qǐng)打電話來，再見。
C. 投訴噪音
服務(wù)員：晚上好，有什么需要幫忙嗎?
客人：我是402房間，隔壁404房間太吵了，我無法入睡，你能去處理一下嗎?
員：當(dāng)然可以，先生。我馬上去跟他們講。
D. 投訴蚊子騷擾
服務(wù)員：早晨好，先生。我能為您服務(wù)嗎?
客人：我昨晚整夜沒合眼。蚊子騷擾了我一夜。
員：非常對(duì)不起，先生。請(qǐng)問您的姓名和房間號(hào)碼?
客人：布朗先生，1818房，真的無法忍受。
員：對(duì)不起，布朗先生。要是您當(dāng)時(shí)立即告訴我們就好了。
客人：哦，事實(shí)上，我正考慮換一家飯店。
員：噢，請(qǐng)別這么做，布朗先生。我們可以為您換個(gè)客房嗎?
客人：如果那里沒有蚊子的話，我可以接受你的建議。
員：當(dāng)然，布袤先生。我可以向您保證，這類事不會(huì)再發(fā)生了。我們會(huì)采取必要的預(yù)防措施。
客：發(fā)吧。
員：謝謝您將此事告訴我們。我會(huì)盡快安排換房事宜。
客人：謝謝。
員：請(qǐng)別客氣，祝您休息得好，先生。
Converstaion
A. Complatints about the service
Attendant: (Telephone rings) Good morning. I ‘m the room attendant. Can I help you?
Guest: My room hasn’t been made up yet. It’s already 12:00.
A: I’m awfully sorry, madam, We are very busy this morning. We’ll clean your room right now.
Your room number, please?
G: Room 602. I would like to have my room made up early every day. Can you do this?
A: Yes, madam. We always have rooms made up early on request. Just let us know what you need. And if we
can, we’ll oblige. Room 602. A maid will come to your room at once.
G: Thank you.
A: You’re welcome.
B. Complaints about room facilitees.
Attendant: Good evening . Is there anything I can do for you ?
Guest: I called you my room was very hot. The air-conditioner wasn’t working, but nobody has come since I called you.
A: I do apologize for it. I’ll check with the Maintenance Department . I assure you that they will come within minutes.
G: Would you ? Oh ,here they will come . Thank you.
A: You’re most welcome. Please call us if there is anything I can do for you. See you.
C. Complaints about noise
Attendant: Good evening . Can I be of assistance?
Guest: This is Room 402. The noise in Room 405 is terrible. I can’t fall asleep, Can you do something about it?
A: Certainly, sir. I’ll speak to the people there right now.
D. Complains about mosquitoes
Attendant : Good morning ,sir. Can I help you?
Guest: I didn’t sleep a wink last night. I was pestered with mosquitoes all night.
A: I’m awfully sorry, sir. May I have your name and room number, please?
G: Mr. Brown, Room 1818. I really could not bear it.
A: I’m sorry, Mr.Brown.. I do wish you had let us know at once.
G:Well, in fact. I’m considering moving to another hotel.
A:Oh, please don’t,Mr .Brown. May we change your room?
G:I’ll accept your offer if there is no mosquitoes.
A:Certainly, Mr. Brown. I can assure you such things won’t happen again. We’ll take necessary precautions.
G:All right.
A:Thank you for bringing the matter to our attenntion. I’ll arrange the move as soonas possible.
G:Thank you.
A:You are most welcome ,and have a good rest ,sir.
Useful exprssions
1.Please accept my apology on behalf of the hotel. 請(qǐng)接受我代表酒店向您道歉。
2.Thank you for telling us ,sir. 先生，謝謝您告訴我們。
3.I’m sorry for the mistake ,sir. I do apologize. 出了錯(cuò)真是非常對(duì)不起，先生。我向您道歉。
4. I can’t regulate the air-aonditioner. 空調(diào)機(jī)調(diào)節(jié)不靈。
5. The control knob of the air-conditioner doesn’t work. 空調(diào)機(jī)的調(diào)節(jié)旋鈕不好使。
6. The door to the private bathroom won’t lock.. 我洗澡間的門鎖不上。
7. I’ll have the maintenance man come in and take a look at it. 我去叫維修工人來瞧瞧。
Notes
1. I did’t sleep a wink last night, Wink, 打盹，小睡。
2. I was pestered with mosquitoes all night. Be pestered with 是“被…煩擾”的意思。
會(huì)話參考譯文
A. 投訴服務(wù)質(zhì)量
服務(wù)員：(電話鈴響)早上好，我是客房服務(wù)員，能幫您忙嗎?
客人：我的房間現(xiàn)在還沒打掃過，已經(jīng)12點(diǎn)了。
員：小姐，非常抱歉，我們今天早上很忙。我們馬上來打掃您的房間。請(qǐng)問您的房號(hào)?
客：602房間。我希望我的房間每天早點(diǎn)收拾，你們能做到嗎?
員：好的，夫人。只要客人要求，我們總是早點(diǎn)收拾房間，您需要什么請(qǐng)吩咐，只要能辦到，我們樂意效勞。房號(hào)602，服務(wù)員馬上去您房間打掃。
客：謝謝。
員：不用謝。
B. 投訴客房設(shè)施
服務(wù)員：晚上好，有什么事可以為您效勞嗎?
客人：我打電話告訴過你我的房間很熱，空調(diào)壞了。但自從我打電話給你后還沒有人來過。
員：我真的為此道歉，我會(huì)向維修部核查一下，我向您保證他們會(huì)馬上來的。
客：是嗎?噢，他們來了，謝謝。
員：樂意為您服務(wù)。如果什么事，請(qǐng)打電話來，再見。
C. 投訴噪音
服務(wù)員：晚上好，有什么需要幫忙嗎?
客人：我是402房間，隔壁404房間太吵了，我無法入睡，你能去處理一下嗎?
員：當(dāng)然可以，先生。我馬上去跟他們講。
D. 投訴蚊子騷擾
服務(wù)員：早晨好，先生。我能為您服務(wù)嗎?
客人：我昨晚整夜沒合眼。蚊子騷擾了我一夜。
員：非常對(duì)不起，先生。請(qǐng)問您的姓名和房間號(hào)碼?
客人：布朗先生，1818房，真的無法忍受。
員：對(duì)不起，布朗先生。要是您當(dāng)時(shí)立即告訴我們就好了。
客人：哦，事實(shí)上，我正考慮換一家飯店。
員：噢，請(qǐng)別這么做，布朗先生。我們可以為您換個(gè)客房嗎?
客人：如果那里沒有蚊子的話，我可以接受你的建議。
員：當(dāng)然，布袤先生。我可以向您保證，這類事不會(huì)再發(fā)生了。我們會(huì)采取必要的預(yù)防措施。
客：發(fā)吧。
員：謝謝您將此事告訴我們。我會(huì)盡快安排換房事宜。
客人：謝謝。
員：請(qǐng)別客氣，祝您休息得好，先生。