Unit 10（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 Ten Handling Complaints Chapter 3 Working in F&B Department On Handling Complaints in a Restaurant Complaints from guests can be taken as an opportunity to identify and rectify some specific problems you might have in your restaurants.Almost everyone works in a restaurant will have to deal with customer complaints at some point, but how you deal with it makes a big difference. Dealing with guests’ complaints is an extremely challenging task and requires expertise knowledge, tremendous experience along with some basic training. Catalogue 1 2 3 4 5 6 Task Decomposition Task Fulfilling Task Reinforcement Task Extending Professional Advancement 7 Task Description Peer Assessment Task Description Mrs. Harper is having dinner with her friends at the Fillet Restaurant. After the first dish is served, they waits a long while for their main course. Try to solve the problems for Mrs. Harper. Task 1: Handling the complaint about slow service Task Description Task Decomposition Task Reinforcement Task Extending Task Fulfilling Professional Advancement Peer Assessment Mr. Collins is having dinner at a Chinese restaurant. It’ a busy night for the restaurant and the waiter serves the wrong dish for him. He ordered Bean Curd in Brown Sauce, but Mapo Bean Curd was served. What's more, when Mr. Collins asks for a spare bowl, there' s no one left. Try to solve the problems for Mr. Collins as a waiter. Task 2: Handling the complaint about serving the wrong dish Task Description Task Decomposition Task Reinforcement Task Extending Task Fulfilling Professional Advancement Peer Assessment Task Decomposition 2.1 Words Charging Bean Curd in Brown Sauce barley tea /ˈbɑ:li/ interruption/ˌɪntəˈrʌpʃn/ sympathy/ˈsɪmpəθi/ empathize /ˈempəθaɪz/ 红烧豆腐 大麦茶 n. 中断，打断 n. 同情，慰问 v. 移情，共感 2.1 2.2 Task Decomposition Task Reinforcement Task Extending Task Fulfilling Professional Advancement Peer Assessment Task Description 2.2 Working Pr