PART Food and Drink Service

Lesson 5 Handling Guests’ Complaints

Check Up

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A Listen and answer the questions.

1. Which is the best response to the woman’s statement?

Script
W :
Excuse me. There seems to be an error with the bill. There is something in our bill that we didn’t order.
M :
  1. I’m sorry, but we are fully booked.
  2. I’m sorry about that. I can ask our chef to prepare another one.
  3. I apologize for the mistake. I’ll fix it right away.

2. What problem happened to the man?

Script
W :
Is everything okay, sir?
M :
Not exactly. Look at this! There’s a hair in my soup.
W :
I’m so sorry. Let me get you a fresh bowl of soup. Will that be all right, sir, or would you prefer something else?
M :
Yes, that’s fine. I’ll still have soup.