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英会話スクールIHCWAY ビジネス英会話を学ぶ 各職場のビジネス英会話

2009年11月28日 16:47

ホテルで働く(フロントその2) まとめ

Hugh Longley: "Excuse me. Excuse me!!"
Receptionist: "Yes Sir how can I help you?"
Hugh: "I would like to make a complaint. When making my reservation over the phone, I asked for a room with a view of the city. AND I wanted a non-smoking room. When I got up there, I discovered that my room stinks of cigarette smoke, and also instead of seeing the city I can see a brick wall! Do your staff not pay attention?"
Receptionist: "I'm very sorry Sir. I will try and sort that out for you immediately."
Hugh: "Very well."
Receptionist (after checking): "Mr Longley, I'm very sorry but there are no city view rooms available. The only other availble rooms are the standard ones. All the deluxe rooms are currently occupied.
Hugh: "Occupied? I have booked over the phone and have paid a lot of money. I want a deluxe non-smoking room with a view of the city! If you cannot provide that for me, then get me the manager!"
Receptionist: "Please understand Sir, that we cannot simply ask the current guests to change their rooms. We are very sorry but it is an oversight on our part. The best we can do for you is offer you a standard room and give you a refund. Once again I apologise for our mistake."Hugh: "I'm sorry but that's not good enough. get me the manager."
Manager: "Mr Longley, I am the manager of this hotel. Firstly I would like to offer you my apologies and hope that it will not spoil your stay with us. We have high standards as you can see around you, but also sometimes, like all human beings, we make errors."
Hugh: "Umm...a simple discount will not suffice. I can very easily go to another hotel who can offer me what I actually ask them for!"
Manager: "I can assure you there is no need to do that. If you wish to stay in your current room, I can offer you a discount of 75 per cent. However I understand that this is a smoking room and you requested a non-smopking room, so if you would consider changing to a standard room, I can offer you a 50 per cent discount on that as well. Also, I can give you a free evening meal, courtesy of the hotel."
Hugh: "Very well, I'll take the standard room then. Thank you"
Manager: "No thank you sir. One again on behalf of my staff, I apologise for our mistake and the inconvenience. Please enjoy your stay with us and if we can help you with anything - please don't hesitate to ask me."
 

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