文档介绍：该【李晓红-酒店英语综合教程（第二版）Unit 22 Dealing plaints 】是由【书籍1243595614】上传分享，文档一共【33】页，该文档可以免费在线阅读，需要了解更多关于【李晓红-酒店英语综合教程（第二版）Unit 22 Dealing plaints 】的内容，可以使用淘豆网的站内搜索功能，选择自己适合的文档，以下文字是截取该文章内的部分文字，如需要获得完整电子版，请下载此文档到您的设备，方便您编辑和打印。Unit22DealingwithComplaints
ComprehensiveHotelEnglish
Unit22
DealingwithComplaints
COMPLAINS
Unit22
DealingwithComplaints
Unit22
Thestaffinarestaurantisboundtoreceivecomplaints,,’smore,,:
Listeningtoguests’complaintsactivelyandpatiently
Beingreadytohelpguestsandaskformoreinformationtomakeclearthe
situation
Repeatingthesituationtoshowyourunderstanding
solution,’thavetheauthoritytodealwiththe
mattersatisfactorily,sendforthemanager.
Followingupwiththegueststoensuretheyarehappy
BasicInformationaboutTakingtheBill
Unit22
Dialogue1ComplainingaboutFoodandDrinks
Dialogue2ComplainingaboutCarelessService
atTable
G:Waitress!
W:Yes,?
G:,please?
W:I’llbringitrightaway,Madame.
G:,thisisthe2oftherestaurant,isn’tit?
W:Yes,Madame.
G:Well,couldyouaskthosepeopleovertheretostopsmoking,please?It’shorrible.
W:Ofcourse,’lldoitrightaway.
……
W:Here’syour3,Madame.
G:Ididn’.
W:Oh,I’mverysorry,Madame.
Unit22
Direction:Listentothefollowingtwodialoguesandfillintheblanks.
ComplainingaboutFoodandDrinksW:WaitressG:GuestM:RestaurantManager
napkin
non-smokingpart
lobster
kingprawns
下一页(续)
G:.
(Afterawhile.)
M:Youaskedforme,Madame?
G:’mnothappyatall.
M:Perhapsyoucouldtellmewhattheproblemis,Madame.
G:-
,
tothewaiter,hedidn’t7.
M:Iamextremelysorry,
hedidn’.
G:Well,whydidn’the?
M:Amisunderstanding,.
Unit22
Direction:Listentothefollowingtwodialoguesandfillintheblanks.
ComplainingaboutFoodandDrinksW:WaitressG:GuestM:RestaurantManager
steak
tough
takeanynotice
didn’tmeantoberude
下一页(续)
(续)上一页
havethesteakchanged
G:’sbetter.
M:IsthereanythingelseIcandoforyou?
G:.
M:Areyousure,Madame?That11hasbeenverygood.
G:Youcantasteityourself.
M:(Tastingit.)Madame,theredoesn’
.
G:OK,Iwill.
M:Isthatall?
G:Yes,that’sall.
M:Pleaseenjoyyourmeal,please.
Unit22
Direction:Listentothefollowingtwodialoguesandfillintheblanks.
ComplainingaboutFoodandDrinksW:WaitressG:GuestM:RestaurantManager
corked
claret
alittledry
(续)上一页
Listeningmenu
W:Hereisyourdrink,sir.
S:,!Whatyou’vedone!
W:I’mterriblysorry,’llbringyouaclothimmediately.
S:Hurryup!I’llhavesomethingimportanttodo.
W:?
S:No,I’lldoitmyself.
W:Hereismycard,
3toyou?
S:Ithinkso,too.
W:I’’thappenagain.
S::Icertainlywill,sir.
Unit22
Direction:Listentothefollowingthreedialoguesandfillintheblanks.
ComplainingaboutCarelessServiceatTableW:WaiterS:
cleanitup
cleaningbill
refundthecost
spoiled
pardon
Listeningmenu
complaint投诉
compliment赞美;恭维
complimentary赠送的
lobster龙虾
kingprawn明虾,大对虾
steak牛排
tough不嫩的
corked有软木塞味的,受到软木塞污染的
claret红葡萄酒
Beaujolais博若莱(法国中东部的一个丘陵地
区,位于马孔和里昂之间的索恩河
西部,以葡萄酒闻名。)
Unit22
’.
’.
’saworminmywife’ssalad.
.
,please?
’’veputiceinit.
.
Unit22
Makingacomplaint