1 English for the Hotel Business Unit 7: Customer Care LA2401

2 Objectives The objectives of this unit are… 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.

3 Objectives In 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

4 Taking Telephone Requests Which are to do with Room Service and which are to do with Housekeeping?

5 Listening – Room Service – Can I help you? Listen to four calls. Tick (  ) the words you hear. ‘a zip’

6 Listening – Room Service – Can I help you? Then listen again and complete the sentences. need don’t pressing needs ironing need them long leaveto

7 Room Service – Can I help you? Expressions to Learn

8 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)

9 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

10 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’

11 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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13 Yum! Brands and Ritz Carlton give discretion to employees and allow $1000 to resolve complaints or service failures

14 Good Customer Relationships are built to Listen Apologise SolveThank Dealing with Complaints

15 Dealing with Complaints

16 Dealing with Complaints

17 Top Traveler Complaints Use the word bank to identify the different types of complaints. bed bugsdirty hotel lost reservationunhelpful staff next to lifthidden charges bad room serviceovercharged bill bad quality restaurantinaccurate star rating

18 Listening – What is there to complain about? Identify the five problem situations

19 Listening – What is there to complain about? b d e a c

20 Listening – What is there to complain about? c a b e d

21 Expressions to learn…..

22 Structures to Practice – Past Simple Tense Regular Verbs The 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 / yesterday 2.she / ask for / dessert / without cream 3.chef / cook / wonderful / meal 4.guests / enjoy / their stay 5.he / key in / reservation data 6.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.

23 Structures to Practice – Past Simple Tense Irregular Verbs The 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 confirming her reservation. 6.He _______ (eat) his meal and _______ (pay) his bill. Use irregular verbs to complete these sentences. told went spoke met ate wrote paid

24 Listening - Understanding Complaints I’ll look into it for you……………. Listen to the complaints and fill in the table. ProblemAction 1. beer flatget you another my room isn’t readysend 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 smallI’ll change your table this fork is dirtyI’ll get a clean one

25 Summary Today 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