Tài liệu ôn tập kỹ năng Writing học phần Tiếng anh cơ bản
Tài liệu ôn tập kỹ năng Writing học phần Tiếng anh cơ bản của trường đại học Tài chính - Marketing giúp sinh viên củng cố, ôn tập kiến thức và đạt kết quả cao trong bài thi kết thúc học phần. Mời bạn đón đón xem!
Môn: Tiếng anh cơ bản
Trường: Đại học Tài Chính - Marketing
Thông tin:
Tác giả:
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3 Problems may happen when guests use Turndown Service: -
Guests complain about the quality of service / the hotel does not meet
the customer service requirements. -
Guests leave or lose property in the room when leaving the hotel -
Guest forgot or lost the room key. Solutions: 1.
- Room staff must calmly listen to guests' opinions. Then apologize for making the
guest unhappy. If there is a mistake, explain it to the customer so that the customer can
understand. - Learn from repair experience for better service next time. - During the
cleaning process, if the wrong luggage of guests is brought, the room staff must
doublecheck if it is correct. If it is a mistake, it is necessary to proactively apologize to
the customer immediately and quickly find the wrong item and return it to the customer.
If the room staff has thrown it away and can't find it, they must be responsible for
compensating the guest. In case a customer requests a service but the hotel cannot meet
it If the guest requests "bad" services (prostitution, transportation of banned goods, etc.)
and the hotel cannot meet them, the room staff must delicately dismiss the guest's
request. And clearly explain to guests that the hotel's regulations do not allow such
services and ask guests to comply. 2.
The first thing to do is share, reassure guests and ask where the customer last left
the item to determine where it was lost. Help guests find lost items in the room. If you
can't find it, notify the security staff and the Head of the Department / Room Supervisor
to find a solution. It is necessary to clearly identify who lost the property to avoid the
hotel having to pay compensation when the fault is not caused by the hotel staff. * When
detecting a guest's forgotten property, the housekeeping staff must immediately notify the
shift supervisor and immediately transfer the item to the receiving and handling
department. Fill in the form "Lost information" with the following information: time of
discovery, discovered object, discoverer, place of discovery, recipient of a lost item. The
return of lost items to guests will be handled by the staff who handle lost items. 3.
When a guest reports the loss of the room key, the housekeeping staff must contact
the front desk to ask if the guest has sent the key to the front desk. If the guest does not
send it, notify the security staff to make a record of the time lost, the status of the room
when opening the door ... Help guests find the room key if the lost area is within the
hotel. If you can't find it, give the guest a spare key to enter the room. The minutes made
because the guest lost the key must have the guest's signature as a basis for
compensation if the room key has to be changed.