Page 166 - English for Front Office
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UNIT 14
HANDLING COMPLAINTS
Learning objectives:
After learning Unit 14, students are able to:
1. Analyze English expressions used to Handling
Complaints
2. Use appropriate English expression to Handling
Complaints
3. Use appropriate non-verbal language to Handling
Complaints
PERSONAL EXPERIENCE ELICITATION TASK
Task 1
Look at the picture. Discuss with your friends, what is the staff
doing?
Task 2
Work in groups. Discuss the following questions.
1. Why is it important for hotel staff to be proficient in
handling guest complaints?
