2022_관광영어

M: Here you are. W: Would you sign here, please? [ Pause ] Thank you very much. Situation 2 Handling Guests’ Complaints A Listen and Do W: Good morning. M: Good morning. May I help you? W: Yes. The people in the next room have loud parties every night. I can’t sleep very well. M: I’m so sorry. There are a lot of people in the hotel because there’s an international soccer tournament in town. They are unfortunately quite noisy. W: I understand, but it is very annoying. Please do something about it. M: Don’t worry, ma’am. We’ll help you. W: Okay. I hope so. M: We’ll move you to a quieter and more comfortable room immediately. And, as a token of our apology, we’ll give you a voucher. You can use it anytime you wish. W: Oh, that’s just great! I am so glad that we could work this out. Check Up A 1. W: The bathroom in my room is dirty. M: ⓐ I’m very sorry about that. I will send someone up to check and clean your bathroom right away. ⓑ I’m sorry, ma’am. I’ll bring an unsweetened tea immediately. ⓒ I’m afraid there are no double rooms available. 2. W: Good morning. May I help you? M: Hello. We’re checking out now. Could we have the bill for Room 212, please? I asked for it to be prepared. W: Yes, your bill’s ready for you. Your total bill comes to 70,000 won. Would you like to pay with cash or credit card? M: Here’s my card. M: Well, today is Monday. It usually takes a day, so we will deliver them to your room by tomorrow evening. W: All right. Thank you. Check Up A 1. W: Hello, this is Room 921. The pillowcases are so wrinkled. Can you change them? M: ⓐ Of course, ma’am. I’m very sorry. ⓑ If you don’t mind, I will return it to you. ⓒ I will send someone up to drop off your dry- cleaning right away. 2. [ Phone rings. ] W: Hello. This is Dolly Rogers from Room 717. M: Ms. Rogers, how may I help you? W: I have a dress that needs ironing. Should I leave it at the front desk? M: No, you don’t need to do that. I’ll send someone up for it. W: Thanks. When will you send someone to pick up my laundry? M: Right away, if you don’t mind. W: Okay. Thanks. LESSON 5 Check-Out Service and Handling Guests’ Complaints pp. 108~113 Situation 1 Check-Out Service A Listen and Do W: Good afternoon, sir. How can I help you? M: I’m Andrew Stone from Room 618. I’m leaving today, so I’d like to settle my bill. W: Just a moment, sir. Here you are. Three nights for 225,000 won and you had three meals at the hotel, which adds 150,000 won. So, your total bill comes to 412,500 won with the 10 percent service charge. M: So, the service charge is included in that total? W: Yes, sir. M: Okay. Now, can I pay by credit card? W: Certainly, sir. May I have the card, please? Listening Scripts I 231