1. 餐飲旅館英語 English for Hospitality and Hotel industry Unit 6 Dealing with problems Dr. Leo T. A. Lin Feb. 19, 2013

2. Unit 6 Dealing with problems

3. 1. Helping a guest who is injured (Mr. Porter was taking the stairs to the lobby when he tripped and fell down the stairs. He called for help.) (Mr. Porter was taking the stairs to the lobby when he tripped and fell down the stairs. He called for help.) -- Help! -- Help! (Maria heard the noise.) (Maria heard the noise.) -- Let me help you, sir. -- Let me help you, sir. Are you injured? Are you injured? (Mr. Porter said where he was injured.) (Mr. Porter said where he was injured.) -- I think I did something -- I think I did something to my ankle. to my ankle.

4. 1. Helping a guest who is injured (Maria tried to make Mr. Porter comfortable and keep (Maria tried to make Mr. Porter comfortable and keep him from moving.) him from moving.) -- Right. Let ’ s take it easy and not move too -- Right. Let ’ s take it easy and not move too much. Here, let me put this cushion under much. Here, let me put this cushion under your head. your head. (She called the emergency services.) (She called the emergency services.) -- We have an injured guest at the Pine Ridge -- We have an injured guest at the Pine Ridge Hotel. Please get a crew here right away. Hotel. Please get a crew here right away. (Soon an ambulance arrived.) (Soon an ambulance arrived.)

5. 2. Getting medical care for a guest (Mrs. Reynolds ’ son, Brian, was feeling sick. He had a (Mrs. Reynolds ’ son, Brian, was feeling sick. He had a fever and a bad cough. Mrs. Reynolds called the front fever and a bad cough. Mrs. Reynolds called the front desk. She explained the problem to Pat.) desk. She explained the problem to Pat.) -- It ’ s my son … -- It ’ s my son … (Pat suggested taking Brian to the E. R. or to an urgent (Pat suggested taking Brian to the E. R. or to an urgent care clinic.) care clinic.) -- We could take him to the emergency room at -- We could take him to the emergency room at Barton Hospital or to one of the clinics near Barton Hospital or to one of the clinics near here. here.

6. 2. Getting medical care for a guest (Mrs. Porter wanted a doctor to see Brian.) (Mrs. Porter wanted a doctor to see Brian.) -- No, I don ’ t think he should go anywhere. Can -- No, I don ’ t think he should go anywhere. Can we get a doctor to come here? we get a doctor to come here? (Pat called around to find a doctor who was on call.) (Pat called around to find a doctor who was on call.)

7. 3. Dealing with noisy guests (Mr. Monroe couldn ’ t sleep because of the noise next (Mr. Monroe couldn ’ t sleep because of the noise next door. He banged on the wall, but the noise didn ’ t stop. door. He banged on the wall, but the noise didn ’ t stop. Mr. Monroe called the front desk and reported the Mr. Monroe called the front desk and reported the noise.) noise.) -- And it ’ s so loud that I can ’ t sleep. -- And it ’ s so loud that I can ’ t sleep. (Alberto knocked on the door of the noisy guests. A man (Alberto knocked on the door of the noisy guests. A man opened the door.) opened the door.) -- Yes? -- Yes?

8. 3. Dealing with noisy guests (Alberto asked him to turn down the volume on the (Alberto asked him to turn down the volume on the television.) television.) -- I ’ m sorry, sir, but the TV is disturbing other -- I ’ m sorry, sir, but the TV is disturbing other guests. guests. (He explained that it was late.) (He explained that it was late.) -- It ’ s after midnight. -- It ’ s after midnight. (The man apologized and lowered the TV volume.) (The man apologized and lowered the TV volume.) -- Sorry. -- Sorry.

9. 4. Advising a guest about safe storage (Mr. Monroe called the front desk to ask about keeping (Mr. Monroe called the front desk to ask about keeping his briefcase secure.) his briefcase secure.) -- I have some valuables. I need to keep them -- I have some valuables. I need to keep them somewhere safe. somewhere safe. (He kept important documents, his passport, and some (He kept important documents, his passport, and some other valuables in his briefcase.) other valuables in his briefcase.)

10. 4. Advising a guest about safe storage (The clerk suggested the safe in the room with a (The clerk suggested the safe in the room with a combination lock( 組合鎖 ).) combination lock( 組合鎖 ).) -- You could use the room safe. -- You could use the room safe. (But the briefcase didn ’ t fit in the safe.) (But the briefcase didn ’ t fit in the safe.) -- This safe is too small. -- This safe is too small.

11. 4. Advising a guest about safe storage (On Pat ’ s suggestion, he took his valuables to the front (On Pat ’ s suggestion, he took his valuables to the front desk.) desk.) -- Then we can store your valuables in the -- Then we can store your valuables in the hotel safe, sir. hotel safe, sir. (At the front desk, he filled out a description of the (At the front desk, he filled out a description of the contents of his briefcase. Alberto stored the briefcase in contents of his briefcase. Alberto stored the briefcase in the hotel safe.) the hotel safe.)

12. 5. The guest ’ s experience: Reporting a problem (The Porters returned to their room and found water on (The Porters returned to their room and found water on the floor. Mr. Porter dialed “ zero ” to call the front desk. the floor. Mr. Porter dialed “ zero ” to call the front desk. Mr. Porter reported the problem to Alberto.) Mr. Porter reported the problem to Alberto.) -- My bathroom is flooded! -- My bathroom is flooded! (Alberto completed a maintenance report and called the (Alberto completed a maintenance report and called the maintenance department.) maintenance department.) -- Maintenance? -- Maintenance?

13. 5. The guest ’ s experience: Reporting a problem (A maintenance worker went immediately to the Porters ’ (A maintenance worker went immediately to the Porters ’ room. He fixed the leak and mopped up the water.) room. He fixed the leak and mopped up the water.)

14. 6. The guest ’ s experience: Getting ready to leave the hotel (Maryn packed her clothes into her suitcase. She took (Maryn packed her clothes into her suitcase. She took her toiletries( 化妝品 ) from the bathroom. She closed the her toiletries( 化妝品 ) from the bathroom. She closed the suitcase and called the front desk. A bellhop came to her suitcase and called the front desk. A bellhop came to her room and loaded the suitcases onto a trolley. She room and loaded the suitcases onto a trolley. She checked the closet and the drawers and picked up the checked the closet and the drawers and picked up the room keys.) room keys.)

15. 7. Checking a guest out: A dispute about the bill (The night clerk slipped Ms. Lopez ’ s express checkout bill (The night clerk slipped Ms. Lopez ’ s express checkout bill under her door. Ms. Lopez checked the bill and found a under her door. Ms. Lopez checked the bill and found a problem. When she was ready to check out, she problem. When she was ready to check out, she showed the bill to Pat. She disputed the charge for a showed the bill to Pat. She disputed the charge for a local call. Pat showed Ms. Lopez the fees in the service local call. Pat showed Ms. Lopez the fees in the service directory. Pat canceled the phone charge and printed directory. Pat canceled the phone charge and printed out a new bill. Ms. Lopez signed to charge the new out a new bill. Ms. Lopez signed to charge the new amount to her credit card.) amount to her credit card.)

16. 8. Exchanging currency (At check-out, Sandra asked about getting some (At check-out, Sandra asked about getting some foreign currency.) foreign currency.) -- Could I get some Malaysian ringgit, please? -- Could I get some Malaysian ringgit, please? (The posted exchange rates showed that she could (The posted exchange rates showed that she could exchange US$27 for 100 ringgit. She was paying with exchange US$27 for 100 ringgit. She was paying with her traveler ’ s checks, so Rob asked to see her passport.) her traveler ’ s checks, so Rob asked to see her passport.)

17. 8. Exchanging currency (He filled in some fields in the automatic currency (He filled in some fields in the automatic currency converter and entered the amount of the traveler ’ s converter and entered the amount of the traveler ’ s checks. Sandra countersigned( 副署 ) the checks. Rob checks. Sandra countersigned( 副署 ) the checks. Rob counted out Sandra ’ s money and gave it to her along counted out Sandra ’ s money and gave it to her along with her passport.) with her passport.)

18. 9. Storing luggage after check-out (Maryn Karini and her family were checking out, but they (Maryn Karini and her family were checking out, but they still had several hours before their flight. They asked to still had several hours before their flight. They asked to leave their luggage at the hotel.) leave their luggage at the hotel.) -- Is there some way for us to store our -- Is there some way for us to store our luggage? luggage?

19. 9. Storing luggage after check-out (Pat gave Maryn some luggage tags. Maryn filled in her (Pat gave Maryn some luggage tags. Maryn filled in her name and the date. The bellhop put the suitcases in the name and the date. The bellhop put the suitcases in the hotel ’ s luggage check. He gave Maryn the claim checks. hotel ’ s luggage check. He gave Maryn the claim checks. Maryn and her family left to enjoy their day.) Maryn and her family left to enjoy their day.)

20. 10. The guest ’ s experience: Leaving the hotel (Sam Monroe checked out of the hotel.) (Sam Monroe checked out of the hotel.) -- Thank you for staying with us! -- Thank you for staying with us! (Alberto asked Sam to fill out a comment card.) (Alberto asked Sam to fill out a comment card.) -- Would you fill this out, sir? -- Would you fill this out, sir? (Sam checked the boxes on the questionnaire and wrote (Sam checked the boxes on the questionnaire and wrote a comment at the end.) a comment at the end.)

21. 10. The guest ’ s experience: Leaving the hotel (He dropped the card in a box. Sam asked about the (He dropped the card in a box. Sam asked about the complimentary airport shuttle.) complimentary airport shuttle.) -- When ’ s the next shuttle? -- When ’ s the next shuttle? (The next shuttle would leave in 5 minutes. Sam waited (The next shuttle would leave in 5 minutes. Sam waited in the lobby until the shuttle arrived.) in the lobby until the shuttle arrived.) -- Airport! -- Airport!