旅游服务实用英语unit 15

1.Mr.Brown,togetherwithhiswife,hasstayedonenightatthehotel.Nowheiscomplainingtothetourguide,Mr.Wang,abouttheroomconditions.Hedemandstomovetoaquietroom.Mr.Wang:Iseverythingallright,Mr.Brown?Mr.Brown:Well,actually,nothingisrightinmyroom.Mr.Wang:Whatseemstobetheproblem,Mr.Brown?HowcanIhelpyou?Mr.Brown:Youcanhelpmebyputtingmybathroomright.It’sinaterriblecondition.WhenItooktheshower,there’snocoldwateratall.Ialmostgotburnt!Shouldn’tthehotelknowtheconditionoftheshowerbeforewecheckedin?Mr.Wang:I’mterriblysorrytohearthat.I’llhaveitfixedimmediately.Unit15DealingwithComplaintsPart1SituationalDialoguesMr.Brown:That’snotall.Thepillowisdirty,andtheroomisinamess.Mr.Wang:Isincerelyapologizeforthisinconvenience,Mr.Brown.Thehotelisrathershort-staffedatpresent.Mr.Brown:Tobefrank,I’mnothappywiththisroomforsomeotherreasons.Thisroomfacesthestreet.Itisrathernoisy.Ican’tfallasleepatnight.Couldyouchangeitforaquietroom?Itdoesn’thavetobeonthesamefloor.Mr.Wang:Noproblem,Mr.Brown,I’lltalktothereceptionist.(AftercontactingtheFrontOffice)Well,Mr.Brown,couldyoumovetoroom401?Itdoesn’tfacethestreet,andnowit’sreadyforyou.InthemeantimeI’llsendupaportertohelpyouwithyourluggage.Mr.Brown:Thankyou.Youareveryhelpful.Weareluckytohaveyouasourlocalguide.Mr.Wang:It’smypleasure,Mr.Brown.Justgetholdofmewheneveryouneedanyhelp.2.Mrs.Brownjustcamebacktoherroom.Suddenly,shefoundherringandcreditcardmissing.Nowsheiscomplainingtohertourguide,Mr.Li.Mr.Li:Goodmorning,Mrs.Brown.Isthereanythingwrong?Mrs.Brown:Yes.Mycreditcardandaringaremissinginmyroom.Mr.Li:I’mverysorrytohearthat.Wheredidyouputthemyesterday?Mrs.Brown:Onthetableinmyroom.Mr.Li:Didyoulockthedoorwhenyouwentout?Mrs.Brown:Yes,Ilockedthedoor.WhenIcameback,theyweregone.Itmustbeoneofthestaff.Ionlywantmythingsback,andfast!Mr.Li:Well,Icantotallyunderstandyourfeelingnow.I’lldoeverythingIcantohelpyou.Iftheyarereallystolen,weshallcallthepolice.Mrs.Brown:Whatdoyoumeaniftheyarestolen?Itoldyoutheywere!Mr.Li:Calmdown,Mrs.Brown.Ithinkfirstwe’llhaveourstafflookthroughyourroomincasetheyarereallythere.Mrs.Brown:Ihopeso.UsefulPatterns1.Well,actually,nothingisrightinmyroom.实际上，我房间里什么东西都不对劲。2.I’llhaveitfixedimmediately.我马上找人修理。3.Thepillowisdirty,andtheroomisinamess.枕头肮脏，房间乱七八糟。PartIITourismandTravelDealingwithCommonIncidentsMissingthetourgroupMissingthetourgrouphappenswhennotourguidegreetsthetourgroupupontheirarrival.Thismistakecanbeattributedtosubjectiveorobjectivecauses.Subjectivecause:thetourguidedoesnothaveastrongsenseofresponsibility.Objectivecause:thefirsttravelagencyhaschangedtheschedulebutfailedtoinformthistravelagency.Inthissituation,thelocalguideshouldtrytocontactthetravelagencytoreportthesituationandexplainthesituationtotouriststoavoidmisunderstanding.WrongreceptionWrongreceptionhappenswhenthetourguidereceivesthetourgroupwhichisnothisassignment.Thismistakeismainlycausedbythetourguide’slackofastrongsenseofresponsibility.Oncewrongreceptionhappens,thetourguidecantakethefollowingmeasures:informthetravelagencyofthesituationimmediately.Ifthemistakehappensbetweentwotourgroupsofthesametravelagency,andifthetwolocalguidesarebothlocalguides,theycouldcontinuetoguidetheirreceivedtourgroups.Ifthemistakehappensbetweentwotourgroupsoftwotravelagencies,thetwotourgroupsmustbeexchanged.Thelocalguideshouldexplainthemistakeandmakeanapology.HandlemissingplaneorothertransportvehiclesMissingplaneorothertransportvehicleshappenswhenthetourgroup(ortourists)doesn’tdepartinaccordancewiththeitinerary.Thiskindofmistakescanbeattributedtosubjective,objectiveorpersonalcauses.Objectivecause:itmaybeeitherduetoanemergency,anaccident,andillnessonthepartoftouristsorduetotrafficjamandvehiclebreakdown.Subjectivecause:itmaybeeitherduetocarelessnessofthetourguideincheckingthedeparturedateandtransportticketsoratightscheduleonthedayofdeparture.Personalcause:itmaybeduetolackofinformationofthemodifiedscheduleoftheflightorothervehicles.Oncethisproblemhappens,thetourguidecantakethefollowingmeasures:informthetravelagencyimmediatelyofthesituation.Thelocalguideandthetravelagencyshouldcontacttheairportorotherstationsimmediately,andmakereasonablearrangements.Tocalmtouristsdown,thelocalguideandthetravelagencyshouldarrangefoodandlodgingandevenothertouractivities.Informthenexttravelagencyintime.Ifthelocalguideisresponsibleforthedelay,heorsheshouldapologizetothetourists.Thelocalguideshouldmakeareportoftheproblemandfindoutthecausesofit.Thetravelagencyshouldmaketheresponsiblepartyassumethecosts.showern.淋浴fixv.修理pillown.枕头inamess乱七八糟inconveniencen.麻烦contactv.联系incidentn.事件，事变attributev.归结于subjectiveadj.主观的objectiveadj.客观的misunderstandn.误解Words&Expressions单词和表达assignmentn.任务emergencyn.紧急事件，突发事件modifyv.更改，修改assumev.承担Notes1.Oncewrongreceptionhappens,thetourguidecantakethefollowingmeasures:....一旦错接发生，导游人员可以采取以下措施：…。takemeasures:采取措施。2.Ifthelocalguideisresponsibleforthedelay,heorsheshouldapologizetothetourists.如果地陪导游须为拖延负责的话，他或她应该向游客道歉。beresponsiblefor:对…负责。PotalaPalaceIn641,aftermarryingPrincessWencheng,SongtsenGampodecidedtobuildagrandpalacetoaccommodateherandlethisdescenda