[TOC]

Part 1: 工作流程

1. 接听电话（Answering the call）：当总机接到客人的电话时，要以友善和专业的态度进行接听。可以使用标准的问候语，例如：”感谢您致电五星级酒店总机，我是XXX（您的名字），有什么我可以帮助您的吗？”（”Thank you for calling the front desk of our five-star hotel. This is XXX (your name). How may I assist you?”)

2. 确认问题（Confirming the issue）：在客人描述问题之前，您可以先确认客人的姓名和房间号码，以便更好地记录和跟踪问题。您可以说：”请问您的姓名和房间号码是？”（”May I have your name and room number, please?”)

3. 倾听客人的问题（Listening to the guest’s issue）：客人可能会详细描述房间设备故障的情况。您需要倾听并记录客人的问题，确保准确理解他们的需求和关注点。（”Please go ahead and describe the issue you are experiencing with the room equipment.”)

4. 表达理解和同情（Expressing understanding and empathy）：在客人描述问题时，表达对客人的理解和同情是很重要的。您可以使用一些措辞来表达，例如：”非常抱歉听到您遇到了这个问题，我完全理解这会给您的入住体验带来不便。”（”I apologize for the inconvenience you are facing with the room equipment. I completely understand how this can affect your stay.”)

5. 提供解决方案（Providing a solution）：根据客人的问题，您可以提供一些解决方案或建议。如果问题可以立即解决，您可以提供操作指导，例如重启设备或更换电池等（”Based on the issue you described, I suggest trying to restart the equipment or replacing the batteries.”)。如果问题需要技术人员的支持，您可以告知客人会派遣相应的维修人员前往房间（”If the issue persists, we will arrange for a technician to visit your room and resolve the problem.”)。

6. 确认满意度（Confirming satisfaction）：在提供解决方案后，您可以向客人确认他们对所提供的解决方案是否满意。您可以说：”请问这个解决方案对您来说是否可行？”（”May I ask if this solution is acceptable to you?”)

7. 提供进一步帮助（Offering further assistance）：如果客人对解决方案不满意或需要进一步帮助，您可以主动提供其他选项或联系相关部门协助解决问题（”If you are not satisfied with the solution or require further assistance, I can provide alternative options or connect you with the relevant department for further support.”)。

8. 记录和跟踪（Recording and tracking）：在电话结束后，将客人的问题和解决方案记录在酒店的客户关系管理系统中，并为后续跟进留下必要的备注。这将有助于酒店团队对问题进行跟踪和监控，确保问题得到妥善解决（”After the call, I will record the details of your issue and the provided solution in our customer relationship management system for further follow-up. This will ensure that the matter is properly tracked and resolved.”)。

Part 2 情景对话

Angel: Good afternoon, thank you for calling Guest Service Center. This is Angel speaking, how may I assist you?

Aria: Yes, hello. This is Aria calling from room 3105. I just came back to my room, but the air conditioner does not seem to be working. Also, there is quite a strong smoke odor that is very unpleasant.

Angel: I’m very sorry to hear that Ms. Aria. I completely understand how uncomfortable that must be during your stay. Let me contact the front office manager right away, and I’ll have him come to your room with a maintenance technician to inspect the issue. Would now be a convenient time for them to stop by?

Aria: Yes, now would be fine, but please have them come as soon as possible. I’ll be taking a nap soon. This is very disruptive.

Angel: Of course, I sincerely apologize for the inconvenience Ms. Aria. We will have the manager and technician there very shortly to resolve this issue. Please let us know if there is anything else we can do to make your stay more enjoyable.

Aria: Thank you. I’ll be waiting for them to come.

Angel: Thank you for your patience and understanding. They are on the way now.

Angel: 下午好,感谢您致电宾客服务中心。我是Angel,有什么可以帮助您的吗?

Aria: 是的,你好。我是Aria,我从3105房间打来的。非常抱歉,我要报告我房间的空调似乎没有工作。而且,房间有很刺鼻的烟味,让我很不舒服。

Angel: 非常抱歉听到这个消息,Aria女士。我完全理解这对您的住宿会有多不方便。让我立刻联系前台经理,我会让他带着维修技师来检查这个问题。现在方便他们过来吗?

Aria: 是的,现在可以,但是请尽快让人来。我很快就要睡午觉了。这个问题真的很让人困扰。

Angel: 当然,Aria女士,给您带来不便我深表歉意。我们会很快让经理和技师过来解决这个问题。如果还有什么其他我们可以做的来使您的住宿更舒适的,请告知我们。

Aria: 谢谢你。我会等他们过来的。

Angel: 好的,感谢您的耐心和理解。他们正在过来的路上。

Part 3. 基础词汇

Part 4. 关键句型:

Thank you for calling . This is speaking, how may I assist you?

感谢致电.我是,有什么可以帮助您的吗?

这是酒店接线员接听来电时的标准开场白,需要说明自己的名字和部门,礼貌地询问来电目的。

_ does not seem to be working.

我房间里的_似乎没有工作。

客人用该句型说明设备出现故障的情况,并详细说明设备和房间号。

I’m very sorry to hear that. I can certainly understand how uncomfortable that must be during your stay.

听到这个消息我深感遗憾。我完全理解这对您的住宿会有多不方便。

接线员用该句型表示歉意和理解,体现同理心很重要。

Let me contact the _ right away to come to your room and investigate the issue.

让我立刻联系_过来检查您房间的问题。

该句表示会迅速联系相关部门来处理问题,要及时解决客人问题。

Would now be a convenient time for _ to stop by?

现在方便_过来吗?

询问客人目前是否有时间接受服务,体现一定的尊重。

Please let us know if there is anything else we can do to make your stay more enjoyable.

如果还有任何我们可以做的来使您的住宿更舒适的,请告知我们。

该句主动关心客人需求,表明全力确保客人满意。

I sincerely apologize for the inconvenience.

给您带来不便我深表歉意。

再次为造成的不便道歉,表达诚恳的歉意。

Part 5. 课堂练习

1. What problem did Aria encounter in her room?

   • a) The TV was not working properly.
   • b) The air conditioner was not working and there was a smoke odor.
   • c) The water in the bathroom was not running.
   • d) The lights in the room were flickering.

2. How did Angel respond to Aria’s complaint?

   • a) She ignored Aria’s complaint.
   • b) She apologized and promised to solve the problem.
   • c) She asked Aria to fix the problem herself.
   • d) She transferred the call to another department.

3. What did Aria request regarding the timing of the manager and technician’s visit?

   • a) She wanted them to come immediately.
   • b) She wanted them to come in the evening.
   • c) She wanted them to come the next day.
   • d) She didn’t specify a preferred time.

4. How did Angel express her apology to Aria?

   • a) She said she didn’t care about the problem.
   • b) She said she understood how uncomfortable it must be for Aria.
   • c) She blamed Aria for the issue.
   • d) She didn’t apologize at all.

5. What did Aria say she would do while waiting for the manager and technician?

   • a) She would go out for a walk.
   • b) She would take a nap.
   • c) She would leave the hotel.
   • d) She would complain to other guests.

参考答案：

b b a b b