酒店英语PPT课件（共3章）第一章Front Office（前厅部）.pptVIP

知识储备 1．道歉 I’m sorry to have troubled you. 对不起，打扰您了。 I’m sorry to have kept you waiting. 对不起，让您久等了。 I apologize for what I said. 我为我所说过的话道款。 I do apologize to cause you so much trouble. 对不起，给您造成这么大麻烦。 I hope you’ll forgive me. 我希望您能原谅我。 I’m very sorry. There should have been a mistake. I do apologize. I’ll let you know when I make sure of it. 非常抱歉，应该是某个地方出错了。真的对不起，等我弄清楚了马上告诉您。 I’m sorry to bump into you. 对不起，撞着您了。 I’m sorry I’ve taken up too much of your time. 耽误您那么多时间真是不好意思。 I’m afraid it’s against the hotel regulations. 对不起，这不符合酒店的规定。 Key Sentences 核心句子 知识储备 2．答复投诉 Thank you for telling us about it, sir. I’ll look into the matter at once. 先生，感谢您为我们提供这些情况，我这就去调查这个问题。 Sorry, sir. I’ll solve the problem for you as soon as possible. 先生，很抱歉，我将尽快为您解决这个问题。 I’m afraid you have misunderstood what I said. Perhaps I can explain it again. 恐怕是您误会了我的意思，不妨让我再解释一下。 Please relax, madam. I’ll take care of it according to your request. 请放心，夫人，我将按您的要求办。 I’ll speak to the person in charge and ask him to take care of the problem. 我会告知负责人员，并让他尽快来处理这件事。 Just a moment, sir. I’ll have to get the manager. 请稍等一会儿，先生。我得去找经理来。 I assure you such things won’t happen again. 我向您保证，此类事情将不会再发生。 Key Sentences 核心句子 Dialogue 1 Handling a Complaint about Room Reservation对客房预订的投诉 Scene: Mr. Brown steps forward to the Guest Service Manager (GSM) angrily. B: Mr. Brown M: Guest Service Manager B: Are you the manager? M:Yes. I am. How may I help you, sir? B: I’d like to make a complaint about the receptionist in your hotel. My name is John Brown. I reserved a single room three days ago. But the receptionist told me there is no room left now. It’s intolerable8, isn’t it? M:Oh, I’m sorry about it, Mr. Brown. I can understand your feeling. Have you made a guaranteed reservation? B: No. M:Mr. Brown. Would you please tell me when you arrived at our hotel? B: Just now. At about ten o’clock. Why? Is there anything to do with that? M:I’m afraid that you should have checked in before six this evenin