COMPLAINTS

Date: 2015-10-07; view: 457.

Read conversation B. Highlight the things that Paul says which avoid a confrontation.

Can you replace the words you highlighted with something more polite.

Highlight the sentences in this conversation which helped to cause a confrontation.

Conversation В

It's an hour earlier. Paul Washington is leaving the same hotel today.

Paul Washington: Oh, hello. Sorry to trouble you, but I wanted to ask about the check-out time.

Front Desk Clerk: It's twelve noon, Mr Washington.

Paul Washington: Yes, I thought so. In that case, I wonder if you can do me a favour.

Front Desk Clerk: Sure. If I can.

Paul Washington: My flight doesn't leave until late this afternoon. Is there any possibility of an extended check-out time? I don't want to cause any problems. I'll understand if you can't do it.

Front Desk Clerk: Well, we're busy today... but I could give you an extra hour. Will that help?

Paul Washington: That's a big help. Thanks. 1 p.m., right?

1. In conversation A there's a confrontation! The result is, Wilbur doesn't have a room, and the hotel has nearly lost a customer.

5. Now practice these situations again. But this time Wilbur is polite and Paul is angry.

1. Discuss in groups of three:

How often do you stay in hotels?

Do you enjoy staying in hotels?

What is the best hotel you've ever stayed in?

Have you ever had to complain about something in a hotel? What happened? Were you satisfied?

2. Read the dialogue and compare it with your own experience:

Natalie Trudeau: Hello.

Front Desk Receptionist: Yes?

Natalie Trudeau: This is Natalie Trudeau in room 504.

Receptionist: Why, yes. How can I help you, Mrs. Trudeau?

Natalie Trudeau: I want to take a shower and there's no hot water.

Receptionist. I can't understand that. Have you turned the handle all the way to the right?

Natalie Trudeau: I've been trying to get hot water for ten minutes! It's freezing cold.

Receptionist: Well, a lot of people take showers before breakfast. Maybe if you wait a while, it'll heat up again.

Natalie Trudeau: Wait! I have three appointments this morning, and I also have to wash and dry my hair.

Receptionist: You're sure there's absolutely no hot water?

Natalie Trudeau: No, none.

Receptionist: I'll contact maintenance and have them send someone up right away.

Natalie Trudeau: Who will that be?

Receptionist: The engineer.

Natalie Trudeau: Who's the engineer?

Receptionist: The engineer's the person who's responsible for all building maintenance. He'll be there within two minutes.

Natalie Trudeau: OK, but don't send anyone for five minutes! I'm still in my robe.

One should know that:

Housekeeper is responsible for cleaning rooms.

Bell person is responsible for carrying luggage.

Front desk manager is responsible for checking guests in and out.

Room service waiter is responsible for bringing food to guests' rooms.

Hotel operator is responsible for taking incoming and outgoing calls.