『壹』 酒店前台接到客人投诉怎么对客人说
一般接到来客人投诉要分是电话投诉自还是现场投诉;如果是电话投诉,首先认真倾听客人投诉内容,然后安抚客人情绪并向客人致歉,如果能处理的就处理,处理不了的话就留下客人姓氏和联系方式,告知客人将投诉的事件反馈到相关部门,处理结果会及时反馈给客人。
如果是现场投诉,首先认真倾听客人投诉内容,然后安抚客人情绪并向客人致歉,如果能处理的就处理,处理不了的话就直接让前厅主管或AM出面处理。
前台切记的是不管是电话投诉还是现场投诉,在自己处理不了的情况下千万不要随意向客人承诺任何事情。否则适得其反。
『贰』 酒店客人投诉空调电视的英文对话
m very silent mode of operation the store, vegetables and poor do not say your service is very poor attitude 翻译=成我对你店里的经营方式相当无语,菜价贵专又差不说,属服务...
『叁』 处理酒店投诉英语情景对话及语句都有哪些
想要处理的酒店投诉英语情景对话及语句如下:
.
I'm sorry to hear that, madam.
听到这件事我们真是很抱歉。
2. I'm sorry,it's the policy of our hotel. I hope you will understand.
对不起,我们店也有这个规定,希望您能理解。
3. I'm terribly sorry, madam. I'll attend to it at once.
非常抱歉,女士,我马上就去处理。
4. Mr. Smith, we are sorry to have kept you waiting.
史密斯先生,实在对不起,让您久等了。
5. I'm awfully sorry for that. I'll speak to the manager and he'll see to it right away.
实在对不起。我会报告给经理,他会马上处理的。
6. Sorry, sir. I have advise you not to do so. It's against our regulations.
对不起,先生,去劝您别这样做,这违反我们的规定。
7. I'm sorry to hear that. We do apologize for the inconvenience. I'll have the shower fixed, the tub cleaned, the floor dried and toilet items sent to your room immediately.
我很抱歉给你造成的不便。我会找人把淋浴修好的,把浴盆擦干净,地板擦干,并尽快把浴室备品给您送到房间。
『肆』 酒店客人投诉房间吵,怎么回复话术语
我能理解, 我非常理解您的心情,我理解您怎么会生气,换成是我我也会跟您一样的感受, 请您不要着急,我非常理解您的心情,我们一定会竭尽全力为您解决的,如果我碰到您的这么多麻烦,也会是您现在这样的心情, 发生这样的事,给您带来不便了,不过我们应该积极面对才是对吗?没错,如果我碰到您这么多的麻烦,我也会感到很委屈的(这种话需要说)
其次,我会跟其他客人沟通,一定会给您一个满意的答复,希望您相信我们,并且希望您原谅我们。
『伍』 给酒店投诉部门打电话的英语对话
C=Front Office Clerk 前台服务员 G=Guest 顾客
C:Good evening. Front Office . Can I help you?
晚上好,这里是前台。有什么可以为您效劳?
G:This is Steven, Room 1588. I’ve just checked in and I’m not happy with my room.
我是 1588 房的史蒂文,刚入住的,我对房间不满意。
C:May I know what is wrong?
请问有什么问题吗?
G:The room is smelly and there is someone’s hair on my bed! I didn’t expect such thinhs would happen in your hotel.
房间有股难闻的气味,我的床上还有别人的头发!我没料到你们酒店会发生这样的事情。
C:I’m sorry to hear that. Mr. Steven. I’ll send a housemaid to your room at once. She will bring air fresher and make up the bed again for you. We do apologize for the inconvenience.
很抱歉有这种事情,史蒂文先生。我马上派一个服务员拿空气清新剂来,并且为您重新整床。
我们为给您带来不便道歉。
G:That’s fine. Thank you.
好吧,谢谢。
C:You’re welcome, Mr. Steven. My name is Jake, and if there is anything else I can do for you, please don’t hesitate to call me .
不客气,史蒂文先生。我叫杰克,如有什么我能效劳的,请尽管给我电话。
顾客投诉各类问题。
1) There is no hot water/water boiler.
没有热水/煮水器。
2) The room is in a smell/too noisy.
房间一团糟/太吵了。
3) The window curtain is full of st.
窗帘积满了灰尘。
4) The pillow cases are stained.
枕头套上有污渍。
5) The bathtub/water closet is dirty.
浴缸/抽水马桶是脏的。
6) The water closet is clogged ant when I flushed it , it overflowed.
抽水马桶堵住了。我一冲水,水就冒出来。
7) There are no towels/toiletry items/toilet paper in the bathroom.
卫生间没有浴巾/洗浴用品/厕纸。
8) My necklace /watch/wallet is missing.
我的项链/手表/钱包不见了。
9) Get me your manager!
把你们经理叫来。
『陆』 求英语对话一篇——酒店投诉处理,一名接待员,一名客人,投诉时经理不在酒店
客人:
Hey,
waiter,
come
here.
嘿,服务来员自,过来。
服务员:
What
is
the
matter,sir?
怎么了,先生?
客人:
I
have
a
complaint.
Please
ask
your
manager
here.
我要投诉,找你们经理来。
服务员:
Sir,
is
there
anything
unsatisfying?
先生,有什么地方不满意吗?
客人:
Look
at
the
soup,
there
is
a
fly
floating
over
it.
看这汤,上面漂着一只苍蝇。
服务员:
That
is
impossible,
I
have
checked
it
carefully.
不可能啊,我仔细检查过了呀。
客人:
Anyway,
I
want
to
see
your
manager.
不管怎样,我要见你们经理。
服务员:
OK,
I
go
to
find
our
manager.
好,我去找经理。
客人:
I
need
you
give
me
a
reasonable
explanation.
我需要你们给我个合理的解释。
服务员:
We
will,
please
wait
a
moment.
会的,请稍等。
『柒』 求一篇餐厅中处理顾客投诉的情景对话英语
客人:
Hey, waiter, come here.
嘿,服务员,过来。
服务员:
What is the matter,sir?
怎么了,先生?
客人:
I have a complaint. Please ask your manager here.
我要投诉,找你们经理来。
服务员:
Sir, is there anything
unsatisfying?
先生,有什么地方不满意吗?
客人:
Look at the
soup, there is a fly floating over it.
看这汤,上面漂着一只苍蝇。
服务员:
That is impossible, I have
checked it carefully.
不可能啊,我仔细检查过了呀。
客人:
Anyway,
I want to see your manager.
不管怎样,我要见你们经理。
服务员:
OK, I go to find our manager.
好,我去找经理。
客人:
I need you give me a reasonable explanation.
我需要你们给我个合理的解释。
服务员:
We will, please wait a moment.
会的,请稍等。
『捌』 关于酒店投诉的英语对话、
人物:经理( hotel manager),客人(guest)`
G; May I speak to the hotel manager please?
M: Hi, this is Benny Smith, the manager of Holiday Inn. How can I help you?
G: Hi. My name is lisa Wang. I would like to file a complaint of the poor service of your hotel. This is my first time to stay in Hotel and it will be my last one too.
M: I am sorry to hear that. Could you tell me exactly what it is all about?
G: When I checked in yesterday, the two girls at the front desk were quite rude. They were chatting with each other. And when I asked about some information of the local sceneries. They just threw a pamphlet at the desk and went on their chatting. That is very unprofessional.
M: Mrs. Wang, I applogize for what had happened. I will look into it and give you a reply as soon as possible.
G: Thank you for your attention in this matter .I really appreciate that.
M: Gould you give me a number that I can reach you?
G: 123-456-789
M: ok. Mrs. Wang, thank you so much for calling. I sincerely ask you to come back to our hotel again and I promise you that what had happened to you yesterday will not repeat.Have a good day!bye!
G:bye!
『玖』 酒店装修客人投诉该怎么和客人说
很多人可能会告诉你当然是要诚恳的道歉了,其实不然。
你可以运用LEARN原则:
L
代表listen,
意味当客人和你投诉时你一定要认真的聆听,并不时地点头,和客人要有目光的接触
E
代表empathize,
要对肯人表示同理心,但不是同情,只要记住一句话“如果我遇上这种事,肯定也会非常生气的”
A
代表apolagize,这是就要道歉了
R
代表react
去解决客人遇到的问题,属于哪个部门的问题赶快协调
N
代表notify,
事情解决后,要把整个事情经过告诉你的同事们,以免以后再范。并把投诉记录在客人的客史里,下次客人在来时映着重关注