2022_관광영어

Get Ready A Look and Think Look at the picture and think about the things that you can do as a server. C Read and Choose Choose the right response for each complaint. 1. We’ve been waiting for 30 minutes for our table.Will it be much longer? 2. I made a reservation for a table, but we don’t have a reserved table. 3. Look at this steak. I ordered my steak medium-rare, but this is burnt to a crisp! 4. The music is so loud that we can’t hear each other speak. 5. There’s a hair in my soup. I just lost my appetite! a. Sorry about the delay.We’re very busy tonight. I’ll just go and check. b. I’m sorry. Let me have the chef prepare another one for you. c. I’m sorry. Let me turn down the music. d. Sorry. Let me get you a fresh bowl of soup. e. I apologize for the inconvenience. Let me look into the reservation right away and find out what happened. B Read and Match Match the statements on the right regarding dealing with an angry guest to Do’s and Don’ts. a. I don’t have time for this right now. b. I understand how frustrating this must be for you. c. We value your feedback, and we will use it to improve our service. d. I’ll make sure to take immediate action to fix the problem. e. It’s not my fault. I didn’t handle your issue. f. You’re the first person to complain about this. • • • • • • • • 1. 2. Do’s Don’ts Lesson 5 Handling Guests’ Complaints I 143