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English for the Hotel Business
Unit 7: Customer Care
LA2401
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ObjectivesThe objectives of this unit are….
1. Language Focus: Taking telephone requests Dealing with Complaints
2. Vocabulary Focus: Guest Feedback and Utilization
The purpose of this unit is to practice dialog and gain understanding of what makes guests unhappy and how to improve quality.
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ObjectivesIn today’s lesson you will learn how to:
• Take telephone requests
• Accept complaints and offer apologies
• Use strategies to deal with customer complaints (e.g., LAST)
• Describe different types of guest complaints
• Use the past simple tense to describe service failures
• Identify remedial solutions to problems
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Taking Telephone Requests
Which are to do with Room Service and which are to do with Housekeeping?
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Listening – Room Service – Can I help you?
Listen to four calls. Tick ( ) the words you hear.
‘a zip’
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Listening – Room Service – Can I help you?
Then listen again and complete the sentences.
need
don’t
pressing
needs
ironing
need
them
long
leaveto
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Room Service – Can I help you?
Expressions to Learn
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Structures to Practice - need
He needs his trousers this afternoon.
Look at these examples:
Do you need a receipt? Yes, I do. No, I don’t.(need + noun)
She doesn’t need her jacket this afternoon.
Her dress needs ironing. Yes, I do. No, I don’t.(need + -ing)
We need to have them this afternoon.(need + full infinitive)
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Structures to Practice - need
1. The rooms _______ cleaning after each guest leaves.
2. The room attendants ________ to change the towels every day.
3. Your jacket ___________ ironing. It is fine already.
4. The guest in room 292 _________ a taxi right now.
5. No, thank you. We ___________ a porter. We’re fine.
6. You __________ to pay now, sir. I will add it to your bill.
Complete these sentences using need (s) or don’t / doesn’t need
need
doesn’t need
need
needs
don’t need
don’t need
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Listening – Facilities and Services
1. What is the first thing that the guest wants to do?
2. Where is the exchange bureau?
3. When is it open?
4. Where is the hair salon?
5. Why does he want a travel agency?
6. Where is the coffee shop?
Listen to the dialogue and answer the questions
Change some American Dollars
In the foyer
From 8am to 11pm everyday
He needs to change his plane ticket
On the other side of the foyer
over there behind the lift/elevator
‘foyer’ = ‘lobby’
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Listening – Facilities and Services
Work with a partner – sort and match the keywords for facilities and services
Practice asking and answering questions.
e.g., A: Excuse me, we’re going to the cinema and I need to order a taxi.
B: Certainly sir. We have a 24 hour taxi service.
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Yum! Brands and Ritz Carlton give discretion to employees and allow $1000 to resolve
complaints or service failures
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Good Customer Relationships are built to
Listen Apologise Solve Thank
Dealing with Complaints
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Dealing with Complaints
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Dealing with Complaints
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Top Traveler ComplaintsUse the word bank to identify the different types of complaints.
bed bugs dirty hotel lost reservation unhelpful staff next to lift hidden charges bad room service overcharged bill
bad quality restaurant inaccurate star rating
1. 2. 3.
4. 5.
6.
7.
8.
9. 10.
lostreservation
bedbugs
unhelpfulstaff
badquality
restauranthidden
charges
inaccuratestar
rating
dirtyhotel
nexttolift
overchargedbill
badroom
service
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Listening – What is there to complain about?
Identify the five problem situations
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Listening – What is there to complain about?
b
d
e
ac
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Listening – What is there to complain about?
c
a
b
e
d
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Expressions to learn…..
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Structures to Practice – Past Simple Tense
Regular VerbsThe Past Simple Tense is used to describe actions completed in the past.Look at these examples using Regular verbs:
We asked you to reserve a parking space.
We ordered our drinks twenty minutes ago.
1. they / arrive / hotel / yesterday2. she / ask for / dessert / without cream3. chef / cook / wonderful / meal4. guests / enjoy / their stay5. he / key in / reservation data6. waiter / open / bottle of champagne
Use these words to make sentences in the past simple tense.Example: We / want / buy / new mobile phone.
We wanted to buy a new mobile phone.
1. They arrived at the hotel yesterday.2. She asked for dessert without cream.3. Chef cooked a wonderful meal.4. The guests enjoyed their stay.5. He keyed in the reservation data.6. The waiter opened a bottle of champagne.
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Structures to Practice – Past Simple Tense
Irregular VerbsThe Past Simple Tense is used to describe actions completed in the past.Look at how irregular verbs change:
My friend left (leave) a message at reception.
We had (have) lunch at the new bistro in town.
1. They _________ (tell) the waiter about the mistake on the bill.2. He _______ (go) into the kitchen to speak to the chef.3. The guests from Japan ________ (speak) very good English.4. Yesterday I _______ (meet) my friends in the bar.5. She ___________ (write) an email confirming her reservation.6. He _______ (eat) his meal and _______ (pay) his bill.
Use irregular verbs to complete these sentences.
toldwent
spokemet
atewrote
paid
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Listening - Understanding Complaints
I’ll look into it for you…………….
Listen to the complaints and fill in the table.
Problem Action
1. beer flat get you another
2.
3.
4.
5.
6.
my room isn’t ready send someone from housekeeping
I’ll look into it for you…people making a lot of noise
this fish is undercooked. talk to the chef and bring another
this table is too small I’ll change your table
this fork is dirty I’ll get a clean one
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SummaryToday you have learned how to:
• Take telephone requests
• Accept complaints and offer apologies
• Use strategies to deal with customer complaints (e.g., LAST)
• Describe different types of guest complaints
• Use the past simple tense to describe service failures
• Identify remedial solutions to problems
