餐飲旅館英語餐飲旅館英語English for Hospitality and Hotel industrEnglish for Hospitality and Hotel industr

yy Unit 6 Dealing with problemsUnit 6 Dealing with problems

Dr. Leo T. A. LinDr. Leo T. A. LinFeb. 19, 2013Feb. 19, 2013

Unit 6Unit 6 Dealing with problems Dealing with problems

1. Helping a guest who is injured1. Helping a guest who is injured

• (Mr. Porter was taking the (Mr. Porter was taking the stairs to the lobby when he stairs to the lobby when he tripped and fell down the tripped and fell down the stairs. He called for help.)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 (Mr. Porter said where he

was injured.)was injured.)

-- I think I did -- I think I did something something

to my ankle.to my ankle.

1. Helping a guest who is injured1. 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.)

2. Getting medical care for a guest2. 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 frontfever 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.

2. Getting medical care for a guest2. 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 -- No, I don’t think he should go anywhere. Cananywhere. 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 (Pat called around to find a doctor who was on call.)call.)

3. Dealing with noisy guests3. 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 door. He banged on the wall, but the noise didn’t stop. 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 (Alberto knocked on the door of the noisy guests. A man man

opened the door.)opened the door.)

-- Yes?-- Yes?

3. Dealing with noisy guests3. 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 -- I’m sorry, sir, but the TV is disturbing other 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.

4. Advising a guest about safe 4. Advising a guest about safe storagestorage

• (Mr. Monroe called the front desk to ask about (Mr. Monroe called the front desk to ask about keepingkeeping

his briefcase secure.)his briefcase secure.)

-- I have some valuables. I need to keep -- I have some valuables. I need to keep themthem

somewhere safe.somewhere safe.

(He kept important documents, his passport, and (He kept important documents, his passport, and somesome

other valuables in his briefcase.)other valuables in his briefcase.)

4. Advising a guest about safe 4. Advising a guest about safe storagestorage

• (The clerk suggested the safe in the room with a (The clerk suggested the safe in the room with a combination lock(combination lock( 組合鎖組合鎖 ).)).)

-- 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.

4. Advising a guest about safe 4. Advising a guest about safe storagestorage

• (On Pat’s suggestion, he took his valuables to the (On Pat’s suggestion, he took his valuables to the front 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 contents of his briefcase. Alberto stored the briefcase inbriefcase in

the hotel safe.)the hotel safe.)

5. The guest’s experience: 5. The guest’s experience: Reporting a problemReporting a problem

• (The Porters returned to their room and found water (The Porters returned to their room and found water onon

the floor. Mr. Porter dialed “zero” to call the front the floor. Mr. Porter dialed “zero” to call the front desk. 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 (Alberto completed a maintenance report and called the the

maintenance department.)maintenance department.)

-- Maintenance?-- Maintenance?

5. The guest’s experience: 5. The guest’s experience: Reporting a problemReporting a problem

• (A maintenance worker went immediately to the (A maintenance worker went immediately to the Porters’Porters’

room. He fixed the leak and mopped up the room. He fixed the leak and mopped up the water.)water.)

6. The guest’s experience:6. The guest’s experience: Getting ready to leave the hotel 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(her toiletries( 化妝品化妝品 ) from the bathroom. She closed t) from the bathroom. She closed t

hehe suitcase and called the front desk. A bellhop came to hsuitcase and called the front desk. A bellhop came to h

erer 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.)

7. Checking a guest out: 7. Checking a guest out: A dispute about the billA 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 servicelocal 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.)

8. Exchanging currency8. 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 her traveler’s checks, so Rob asked to see her passport.)passport.)

8. Exchanging currency8. 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(checks. Sandra countersigned( 副署副署 ) the checks. Rob ) the checks. Rob counted out Sandra’s money and gave it to her aloncounted out Sandra’s money and gave it to her alon

g g with her passport.)with her passport.)

9. Storing luggage after check-out9. Storing luggage after check-out

• (Maryn Karini and her family were checking out, (Maryn Karini and her family were checking out, but theybut they

still had several hours before their flight. They still had several hours before their flight. They asked to 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?

9. Storing luggage after check-out9. Storing luggage after check-out

• (Pat gave Maryn some luggage tags. Maryn filled (Pat gave Maryn some luggage tags. Maryn filled in her in her

name and the date. The bellhop put the name and the date. The bellhop put the suitcases in thesuitcases in the

hotel’s luggage check. He gave Maryn the claim hotel’s luggage check. He gave Maryn the claim checks.checks.

Maryn and her family left to enjoy their day.)Maryn and her family left to enjoy their day.)

10. The guest’s experience:10. The guest’s experience: Leaving the hotel 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 (Sam checked the boxes on the questionnaire and wroteand wrote

a comment at the end.) a comment at the end.)

10. The guest’s experience:10. The guest’s experience: Leaving the hotel Leaving the hotel

• (He dropped the card in a box. Sam asked about (He dropped the card in a box. Sam asked about the 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 (The next shuttle would leave in 5 minutes. Sam waitedwaited

in the lobby until the shuttle arrived.)in the lobby until the shuttle arrived.)

-- Airport!-- Airport!