Conversation Activities for Handling Guest’s Complaints
Activities
Lesson Plans Work Sheets
Individual Activity- Complaints, Appropriate Responses
One student makes a typical complaint that a guest may have. Other students give a
response. The teacher decides which student gave the best response based on language,
grammar use, and pronunciation. The person with the best answer gets a point. The
student with the most points wins. Have the students give several complaints.
Group Activity- Complaints, A Skit
Divide the class into groups of 2 or 3. Students work together to develop a skit that is
grammatically correct about guests having a complaint . The guest should continue
to complain, even though the staff have dealt with the situation. Once the skit is
developed, students present it to the teacher and the rest of class. The teacher judges
the skit based on language, grammar use, pronunciation, originality, and acting ability.
Be creative and have fun!
Discussion- Complaints
Have a discussion about the things that guest typically complain about. What are the
complaints? Are they legitimate or petty? Do people from different countries complain
more than others. Do people from the same countries complain about the same things?
What is the most unusual complaint you have had to deal with?
Group Activity- Complaints, First To Know
Put the list of complaints (in bold) on the board. The teacher reads the response. Students
listen to the response and decide what the complaint is. The first student who identifies the
complaint races to the board and circles the complaint and puts their initials in the circle.
The student with the most initials wins.
The sheets haven’t been changed.
Those things were so grungy that it will be hard to get to sleep.
The TV hasn’t been fixed.
It’s imperative that I keep abreast with the latest news for my job.
The shower hasn’t been repaired.
When will it get done, I can’t sleep with the constant drip, drip, drip.
Guest’s shoes haven’t been shined.
They have to be done by 3:00; I can’t go to a meeting with them looking like that.
Guest’s luggage hasn’t been brought up.
Well when will it be here; I want to take a shower and change clothes.
The waste paper basket hasn’t been empty.
I wish you would hurry up; trash is overflowing all over the floor.
The carpet is dirty.
It’s disgusting; I can’t even walk across the floor in my bare feet.
The towels haven’t been replaced.
What am I supposed to do, try to dry off with wet, soiled towels?
My laundry hasn’t been returned.
It’s already been 24 hours. I can’t keep wearing dirty clothes.
The mini bar has not been re-stocked.
Do you really expect me to go to 7-11 just to buy a couple of candy bars and a beer?
