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剑桥大学电话英语口语教程Unit 07 任务7

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剑桥大学电话英语口语教程UNIT 07 WHAT'S THE PROBLEM?, 任务7,致电酒店进行投诉。
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Unit 07-Task 7

第7单元 任务7

Receptionist: Regal Hotel, good afternoon. Can I help you?

下午好,欢迎致电王室酒店,有什么可以帮您?

Clare Webber: Yes, my name's Clare Webber, from City Management Services. We held a two-day conference at your hotel last week, and there are several things I was unhappy with. I'd like to speak to the conference manager, please, as I want to make a complaint.

你好,我是城市管理服务公司的Clare Webber。我们上个星期在你们酒店开了两天会,有很多事情我对你们都不满意。请帮我找会议经理接电话,我要投诉。

Receptionist: Could you give me your name again, please?

您能再报一下姓名吗?

Clare Webber: Yes, it's Clare Webber, from City Management Services.

可以,Clare Webber,城市管理服务公司的。

Receptionist: I'm just putting you through, Ms Webber.

正在帮您转接,Webber小姐。

Clare Webber: Thank you.

谢谢。

Edward Bonner: Good afternoon, Ms Webber. Edward Bonner, conference manager at the Regal Hotel speaking. How may I help you?

下午好,Webber小姐,我是王室酒店的会议经理Edward Bonner,有什么可以帮您?

Clare Webber: Hello, Mr Bonner. We met last week when we held our two-day conference at the hotel.

你好,Bonner先生。我们见过,就在上周我们在贵酒店开了两天的会。

Edward Bonner: Yes, I remember, Ms Webber. I trust everything went well for you.

是的,我记得您,Webber小姐。相信您一切都很顺利吧。

Clare Webber: Well, the conference itself was fine, but I'm ringing now because some of the arrangements made by the hotel weren't up to the standard we'd expected from the Regal Hotel.

会议本身进行的很好,但我想说的是你们酒店的安排没有达到我们要求的标准。

Edward Bonner: I'm very sorry to hear that. Could you tell me what the problems were?

很抱歉发生这样的事。您能告诉我是什么事情吗?

Clare Webber: Yes, certainly. The first two complaints were to do with the rooms. Twenty of us stayed in the hotel, and two people reported that their rooms weren't ready for our arrival and hadn't been cleaned properly. The first person found the bed hadn't been made up and there weren't any clean towels, so he had to wait while the room was made ready for him. That wasn't a major problem, but considering other things weren't done properly either, I felt I ought to tell you that I thought your standards had slipped - and that we won't be recommending any of our colleagues or other companies we work with to come to your hotel in the future.

当然,前两个问题是关于房间的。我们一共20个人入住酒店,其中有2个人对我说你们并没有为他们安排房间,而且房间也没有做好清洁工作。其中一个人房间里的床都没有铺好,也没有干净的毛巾,所以他只好等到你们帮他做好入住准备。这还不是主要问题,但是考虑到其它类似的问题,我就觉得你们酒店的标准有所下降了——所以我们以后不会再推荐任何同事或合作伙伴入住你们的酒店了。

Edward Bonner: I'm very sorry to hear that, of course. But can you tell me what the other problems were so that we can improve the standard of service?

我对此感到非常抱歉。但是能否请您告诉我遇到的另一个问题是什么?以便我们能提高服务水准。

Clare Webber: The second person complained that a full ashtray had been left in her room, even though she'd been led to believe there was a non-smoking policy in the bedrooms, and the cups and saucers were dirty, and had just been left by the previous occupant of the room.

另一个人跟我抱怨说她的房间里有一个慢慢地烟灰缸,你们的房间明明写着禁烟标示。而且房间里的茶杯和茶托都很脏,都是前面的客人留下来的。

Edward Bonner: I can only apologise. The housekeeper should have checked that all the rooms had been cleaned properly and were ready before a guest was allowed to go into them.

我能做的只有抱歉。保洁应该事先检查一下房间,以确保清洁工作做到位,并能让后面的客人顺利入住。

Clare Webber: The other thing, that was more major, as it affected us all, was the main dinner on the Thursday night.

另一件更重要的事情时周三晚上的晚餐,因为这影响到了我们所有人。

Edward Bonner: What was the problem there?

出什么问题了吗?

Clare Webber: It was a working evening, so we'd deliberately asked for the meal to be served at 7:30 so we could continue with our discussions afterwards. We had drinks at 7 o'clock, then went to the restaurant at 7.30, expecting the meal to be served almost immediately. Everything was laid out for us, and it looked ready, but then we waited and waited -and the first course didn't arrive until 8.1 5, even though I and various other colleagues kept asking the waiters what the problem was - in fact we never got an explanation, let alone an apology. As a result, we didn't finish eating until 9.30, and we wasted a lot of time just waiting. The most annoying thing was that nobody seemed to be in charge - we should have been warned there was a problem.

那天是工作日,所以我们特意把晚餐时间安排在7点30分,以便我们饭后继续开会。我们7点钟的时候喝了些东西,7点30分的时候到达餐厅。我们当时恨不得立马上菜。所有餐桌用具都一一摆好了,但是我们等啊等,一直等到8点15分才等来第一道菜,尽管这期间我们有同事一直在问服务员为什么这么慢——但实际上没有人给我们解释,更别说道歉了。结果,我们直到9点半才吃完饭。我们浪费了很多时间在等待。最让人气愤的是好像你们没有管事的人——提醒你们一下,这是个问题。

Edward Bonner: I'm very sorry to hear all this. I should have been told about it by the kitchen manager, but this is the first I've heard of the problem. I can only apologise on behalf of the hotel.

很抱歉听到您说的这些事。厨房经理应该告诉我这件事的,但您是第一个向我反映这个问题的人。我仅代表酒店向您致歉。

Clare Webber: I don't feel prepared to authorise payment of your bill, which has arrived very punctually. It's a lot of money and we had expected a much better standard of service at your hotel.

你们的账单倒是来的很准时,我并不准备付钱。我们花了一大笔钱,本希望能享受到你们酒店更好的服务。

Edward Bonner: Our staff are normally very reliable, and most of our customers enjoy their stay here, and in fact many of them return regularly. I'm afraid you've experienced some very bad luck, and I shall make a full investigation into what went wrong. Thank you very much for giving me so much feedback -I shall do my best to ensure it never happens again, to you or anyone else.

我们的员工基本上都很可靠,而且大部分客人都对我们的住宿很满意,很多都是回头客。可能您得到的服务并不那么号,我会进行全面调查,看看问题出在了哪里。感谢您给我们这么多的反馈——我会尽己所能确保这些事情不会再发生,不管是对您还是其他客人。

Clare Webber: No, I certainly hope not.

我也希望不会再发生。

Edward Bonner: As for the invoice you've been sent, please disregard it. I'll have a new one made out, with a deduction of 10% because of the poor service you received here.

至于您已经收到的发票就先别管了,我会给您寄一张新的。因为我们的服务没让您满意,所以我们给您打了9折。

Clare Webber: Well, that would make a difference, thank you, Mr Bonner.

那就好,谢谢你,Bonner先生。

Edward Bonner: Thank you very much for calling, Ms Webber, and I can only apologise on behalf of the hotel.

非常感谢您的来电,Webber小姐。我代表酒店向您致歉。

Clare Webber: Goodbye.

再见。

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