Chapter 2 Unit 6（课件）《酒店职业英语》（华东师范大学出版社）

Workplace English for Hotel 酒店职业英语 Unit Six Handling Emergencies & Complaints Chapter 2 Working in Housekeeping Department On Emergencies and Complaints A B Complaints are opportunities to evaluate how well a hotel is doing, identify weak points in hotel systems and processes and put them right, create long-term loyalty, see situations from the customer’s point of view. On Offering Guest Supplies: Emergency management plays a significant role in the hospitality industry. Providing the highest levels of safety standards and security ensures good marketing for the hotels by preventing an accident before it becomes a major issue causing loss of life and property. Catalogue 1 2 3 4 5 6 Task Decomposition Task Fulfilling Task Reinforcement Task Extending Professional Advancement 7 Task Description Peer Assessment Task Description Alan Smith and his wife, Jenny Smith，stay in room 1501 in Grand Hotel. They were woken up from fast asleep at 2 a.m. in the morning by the sound of the smoke detector in their room. A room attendant comes to handle the emergency. Task 1: Handling Emergencies Task Description Task Decomposition Task Reinforcement Task Extending Task Fulfilling Professional Advancement Peer Assessment Alan Smith and his wife, Jenny Smith，stay in room 1501 in Grand Hotel. The room is very close to the elevator and is very noisy. Mrs. Smith wants to change the room. So she goes to the Assistant Manager of the hotel. The Assistant Manager handles her complaints. Task 2: Handling Complaints Task Description Task Decomposition Task Reinforcement Task Extending Task Fulfilling Professional Advancement Peer Assessment Task Decomposition 2.1 Useful Words smoke detector emergency exit fire extinguisher fire hose 2.1 2.2 2.3 Task Decomposition Task Reinforcement Task Extending Task Fulfilling Professional Advancement Peer Assessment Task Description fracture ambulance 2.1 2.2 2.3 Task Decomposition Task Reinforcement Task Extending Task