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Activities- Problems and Complaints

Individual Work- 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 Work- 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!

Group Work- Discussion

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 Work- 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?

Work Sheet 1- Problems and Complaints

Fill in the blanks by writing the correct word on the line that will complete the sentence.

talking	hurts	tastes	morning
serve	next	bottle	money
complaining	this	take	right
happened	funny	terrible	little
neck	pillow	apologize	waiting
problem	me

1. Yes sir, I’ll ____________ care of that ____________ away.

2. I have a problem. This ___________ is much larger than what I am

used to. As a result, my _________ is very stiff this ___________.

Could a get a smaller one?

3. What ____________ to my briefcase? I left it right ___________

to the chair and now it’s missing.

4. Excuse ________, this spaghetti is _______________. Its cold and

the sauce _________ like vinegar.

5. 58 baht for a _____________ of water! Are you kidding me! That’s

way too much ____________ just for water.

6. Ouch! That __________. Could you please use a _________ less

pressure?

7. I ______________, sir. Is ____________ better?

8. I’m sorry for being late ma’am, but I was __________ with my

supervisor. I hope it wasn’t a _____________.

9. Are you ever going to _____________ us our meal? We’ve been

_____________ for over an hour.

10. Every one of that group from Germany is _______________

about the accommodations. They say that the rooms are too small

and they smell ___________.

Work Sheet 2- Problems and Complaints

Match the appropriate responses with the questions by putting the correct number of the question on the line.

1. Could you use a little more

pressure?

___ Really! That would be great. I

hate talking to airline

personnel.

2. This bacon is not very crispy. I

specifically asked for very crispy

bacon.

___ I’ll send someone up right

away and have it cleaned

again.

3. Housekeeping did a very poor

job of cleaning the bathroom.

The tub is still filthy.

___ Thank you, I appreciate that.

I’m surprised it gets that cold

in here.

4. Mr. Kelly, did maintenance fix

the problem with the sink yet?

___ As you wish sir, how is this?

5. Where’s my luggage? I was told

it would be here 15 minutes ago.

___ We were playing tag out on

the lawn and she fell down.

Fortunately, she wasn’t hurt.

6. Why is my child so dirty? She

has mud all over her clothes.

___ Thanks for bringing that to my

attention. Why don’t you use

that one and I’ll have

someone check this out.

7. This tread mill doesn’t seem to

be working properly.

___ Of course ma’am. I’ll return it

to the chef immediately and

have him heat it up.

8. I’d be happy to change the

reservation for you sir.

___ Unfortunately no, they said

they have a couple of other

more important jobs to do

first. It will be another 30 or

40 minutes.

9. This soup is very cold, could you

warm it up.

___ Let me look into that sir and I’ll

call you right back.

10. Here are the extra blankets

you requested sir.

___ I’m sorry about that sir. I’ll get

you crispy bacon right away.

▲

Do you need lesson plans for the hotel industry? Then this book is for you.

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