Mastering Hotel English: Answers to Unit 17
Unit 17 of Mastering Hotel English focuses on the topic of guest complaints and how to handle them effectively. Here are the answers to the exercises and activities:
Exercise 1: Vocabulary
1. Refund
2. Compensation
3. Apology
4. Unhappy
5. Complaint
6. Dissatisfied
7. Resolution
8. Dissatisfaction
9. Grateful
10. Acknowledge
Exercise 2: Listening Comprehension
A. 2
B. 3
C. 1
D. 2
E. 3
Exercise 3: Putting Things into Practice
1. \"I am deeply sorry for the inconvenience caused by the noise. We will make sure that this issue is resolved immediately. As a gesture of goodwill, we would like to offer you a complimentary breakfast tomorrow morning.\"
2. \"I am sorry to hear that your room is not to your satisfaction. Please allow me to move you to a room with a better view and a quieter location. We apologize for the inconvenience and hope that this solution meets your expectations.\"
3. \"We understand that your experience at our restaurant was not up to our usual standards. As a token of our appreciation for your feedback, we would like to offer you a voucher for a complimentary meal on your next visit. We value your business and will make sure to improve our service.\"
4. \"We apologize for the delay in your room service. We have identified the cause of the delay and will take the necessary steps to ensure this does not happen again. As compensation, we would like to offer you a complimentary bottle of wine with your dinner tonight. Thank you for staying with us.\"
5. \"I am sorry to hear about your experience with our front desk staff. Rest assured, we will address this issue with the team and provide additional training. We appreciate your feedback and would like to offer you a late check-out as a gesture of our apology.\"
6. \"We apologize for the long wait for your room to be ready. Due to unforeseen circumstances, we were not able to prepare your room on time. As our way of making up for this inconvenience, we would like to offer you a spa treatment on us. We hope you enjoy your stay with us.\"
7. \"We apologize for the inconvenience caused by the malfunctioning air conditioning in your room. Our maintenance team is working to resolve the issue as soon as possible. In the meantime, we would like to offer you a complimentary upgrade to a suite with a better functioning air conditioning system. Thank you for your understanding.\"
Remember, when dealing with guest complaints, it is important to remain calm, empathetic, and find a solution that satisfies the guest. Use positive language, offer compensation or gestures of goodwill, and follow up to ensure the guest is satisfied with the outcome.