Transcript Unit 7: Customer Care

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General Education Office
IHM.316 / ILA2401
English for the Hotel Business
Final Examination Preparation
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Unit 6 – Money Matters
Reading and writing numbers
Foreign currencies
Passive Voice
Payment Types
Hotel Rooming Price Policy
Guest accounting
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Passive Voice – The rules
• In passive voice we must:
1. add verb to be (am, is, are, was, were, will be)
2. add preposition by
3. change the verb from V1 to V3 (past participle)
The duck
affected subject
is
to be
cooked
verb V3
by
the chef.
prep by
the object
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Passive voice - When do we use it?
•We use the passive voice when:
– We want to make the object or action more important
(e.g., the record was finally broken)
– We do not know the active subject (agent)
(e.g., the votes have been counted)
– We wish to provide sentence variety in a text
(or more formal)
For example:
They built this house in 1788.
This house was built in 1788.
Bombers bombed a school.
A school was bombed.
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Passive voice - Exercise
Using the active sentences, create passive sentences (p68)
• We add a service charge to your bill.
A service charge is added to your bill.
• The housekeeping department hasn’t changed the sheets since last week.
The sheets haven’t been changed since last week.
• They delivered the wrong newspapers to room 703.
The wrong newspapers have been delivered to room 703.
• Someone has stolen my passport.
My passport has been stolen.
• As I turned around, the waiter was pouring the wine.
As I turned around, the wine was being poured.
• We expect guests to check out before twelve noon.
It is expected that guests check out before twelve noon.
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Unit 7: Customer Care
dealing with customer complaints (e.g., LAST)
types of guest complaints
Present Perfect Passive to describe
service failures
‘should have’ for solutions
to problems
intensifying
adverbs
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Unit 7: Customer Care
Good Customer Relationships are built to
Listen
Apologise
Solve
Thank
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Unit 7: Customer Care
Different types of guest complaints
Bed bugs
Dirtiness/Cleanliness
Lost Reservations
Unhelpful Staff
Next to the Lift or Convenience Room
Overcharged Bill/Check
Bad Room Service
Hidden Charges
Bad Quality Restaurant
Inaccurate Star Rating
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Unit 7: Customer Care
Present Perfect Passive
Look at these examples from the conversation , where
something needed to be done but wasn’t:
•The bath hasn’t been cleaned. ( no agent )
•The sheets haven’t been changed.
Match up the nouns and verbs and make similar sentences
1 bed
4
bin
a dust
d
vacuum
2 carpet 5
shelves
b make
e
empty
3 floor
6
wash-basin c clean
f
sweep
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Unit 7: Customer Care
Should have (done)
Look at the examples from the conversation.
•They should have cleaned it. (agent as pronoun)
•You should have complained earlier.
Use the same examples that were used in the Present
Perfect Passive language study to make similar sentences:
Example:
They should have made the bed.
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Unit 7: Customer Care
Intensifying Adverbs
When a speaker wants to emphasize an adjective or make it stronger (especially
during an emotional exchange such as complaining and apologizing),
it is common to use an
intensifying adverb, e.g., “I’m extremely sorry.”
absolutely
terribly
filthy
sorry
annoyed
unacceptable
very
quite
disappointed
sure
not all combinations of adverb and adjective are possible.
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Unit 8: Off-Site Services
Use a range of excursion related vocabulary
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Unit 8: Off-Site Services
Use the first conditional to talk about future events
Look at these examples.
If + Present Tense, will
If you come on the tour, you’ll see a fine example of Minoan civilization.
If you are fit and like adventure, you’ll love this trip.
If + Present Tense, modal verb
If you have any questions, you can ask me when I come around.
If + Present Tense, Imperative
If you come, bring plenty of water.
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Unit 8: Off-Site Services
First Conditional
Expand these sentences about the excursion to Santorini:
A
B
C
D
If / go / Santorini / see / volcanic island
If / go / Santorini cruise / return / midnight
Have / donkey ride / if / go / Santorini
If / sunbathe / not forget / sun-cream
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Unit 8: Off-Site Services
Give advice using standard phrases
Use these ways to give advice:
• Why don’t you come on the Cultural Crete excursion?
• If I were you, I’d wait till the Thursday or Friday.
•You could always spend a day or two exploring the town from here.
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Unit 9 – International guests
describe cultural aspects and considerations
common business travel vocabulary
identify and recommend business facilities
present perfect continuous with present perfect simple
make comparisons using just, like, unlike, whereas
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Unit 9 – International guests
Make comparisons using just, like, unlike, whereas
Notice how we make comparisons between things:
Like any other company, we need to be able to identify important customers.
Like is followed by a noun, e.g. company.
Object being compared
Object being compared with
Just as an airline will offer a better quality service to first-class passengers,
we will provide a higher standard for our important guests.
Just as is followed by a subject and verb e.g. an airline will..
Object being compared + verb
Object being compared with + verb
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Unit 9 – International guests
Make comparisons using just, like, unlike, whereas
Unlike the normal business guest, the VIP has his or her room allocated in advance.
Unlike is followed by a noun, e.g. guest,
Object being compared
Object being compared with
Whereas CIP rooms are double-checked, all VVP rooms are treble-checked
Whereas is followed by a noun, e.g. CIP rooms are…
Object being compared
Object being compared with
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Unit 9 – International guests
Present Perfect Continuous vs Present Perfect Simple
Notice how we use the Present Perfect Continuous:
- Some of our guests have been coming here for years.
- He’s been writing a report since three o’clock.
We use the Present Perfect Continuous with a phrases saying how long.
Compare this with Present Perfect Simple:
- We’ve had lots of VIPs here this week.
- He’s (has) written twenty pages of his report.
We use the Present Perfect Simple with a phrase saying how many or how much.
A
B
C
have been saving
have saved $1000.
I (save) ___________ for two years. I (save) _____________
been reading
Since lunch time, Mary (read) has
____________the
newspaper, She (read)
has
read half of it.
______
have only played
have only been playing
I (only play) __________ a few games of squash because I (only play) _______________ it for a
while.
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Unit 10: Events/Conferences
accommodation contents and facilities
size and dimensions
seating arrangements
describe conferences and AV equipment requirements
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Unit 10: Events/Conferences
Describe conferences and AV equipment requirements
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Unit 10: Events/Conferences
Plan appropriate seating arrangements
Theatre- style
Schoolroom style
Horseshoe style
Boardroom style
Banquet/cabaret style
Board meeting
Formal dining
Seminar
Lecture
Awards ceremony
Product Launch
Workshop speech
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Unit 10: Events/Conferences
Talk about accommodation contents and facilities
Look at these ways of talking about the contents of a room:
a)
It’s got
( a flip chart and a video)
b) It contains
c) It’s equipped with
d) It’s set out
(in boardroom-style)
e) It’s arranged
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Unit 10: Events/Conferences
Describe size and dimensions
Use these ways of talking about size and dimension:
A
It’s 6 metres wide and 12 metres long.
It’s 6 metres by 12 metres.
B
It’s square/rectangular/round.
It’s L-Shaped
It’s shaped like an H
C
It has a seating capacity of sixty.
D
It can take up to sixty people.
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For now…………
Good luck on the 21st