Card 14

1) You are a receptionist in the hotel. A guest is coming to you with some problems. Deal with the guest’s problems. Be as polite as possible.

2) You are the hotel manager. You have received a letter of complaint from Mr. Bradley who wrote that he was completely unsatisfied with the hotel where he stayed at for a week: there was a lot of noisy building work from 7 a.m., the swimming pool was closed. Write a letter of apology, explaining that there was a building of a new recreation centre as it was the least busy time, and the swimming pool was closed due to damage of pump system, and offering 10% discount towards the cost of the customer’s next visit.

While writing a letter of apology, use the following expressions: Thank you for…, I was sorry to hear that …, I have thoroughly investigated your complaint and I apologise for the inconvenience that happened, We are also very sorry that…, I can assure you…, As a sign of our concern, we would like to offer…, Please accept my sincere apologies for the inconvenience you suffered.

Работа с жалобами клиента в ресторане / Решение проблем клиента в отеле (турагенстве)

инструкции	Лексическое наполнение
1. поздоровайтесь, представьтесь и предложите свою помощь. Выясните, в чем конкретно состоит жалоба / проблема.	Good morning. / Good afternoon. / Good evening. Reception / Travel Agency. ………… speaking. Can I help you? / What exactly is wrong?
2. выразите клиенту сочувствие.	I see. / I’m sorry to hear that. / Don’t worry. / Oh, dear. / Let me take the full particulars. / I fully understand you.
3. пообещайте решить проблему / разобраться с жалобой.	I’m sure everything will be ok. I’ll do what I can. / I’ll do my best to sort it out. / I’ll change it immediately. / I’ll see what I can do.
4. Если необходимо, выясните имя клиента; номер, в котором он остановился / дату совершения поездки.	Can you tell me your name and your room number? / Can you tell me your name and the date of your tour?
5. Предложите что-либо в качестве компенсации.	As compensation I can offer you…
6. Еще раз извинитесь за причиненные неудобства.	I am really sorry for the inconvenience you’ve suffered.

Letter of apology

Dear Mr. Bradley,

Thank you for your letter of 23^rd May.

I was sorry to hear that you suffered from constant noise in our hotel and you were unable to make use of the luxurious pool. I have thoroughly investigated your complaint and I apologise for the inconvenience that happened.

You are quite right to say that the advertisement states that we provide peace and quiet for our guests. But unfortunately at the period of your staying at our hotel we had a great repairing and improving of our hotel. We are also very sorry that you could not make use of our swimming pool, but it was closed due to damage of pump system.

I can assure you, however, that when you next come to stay with us, you’ll enjoy the best service in all the areas.

As a sign of our concern, I would like to offer you a 10% discount towards the cost of your next visit, and I hope we will have the pleasure of your visit to our hotel again.

Please accept my apologies for the inconvenience you suffered.

Yours sincerely,

………………….

Manager