By Jamie Keddie
Through the use of an authentic interview with a hotel manager, this lesson aims to build up the vocabulary which is necessary to talk about guest complaints in hotels.
Time needed: 90 mins
Level: Intermediate +
Example vocabulary: To deal with a complaint, billing disputes, to solve a problem, demanding guests, customer service.
The reading lists ways a hotel manager makes sure the guests are happy.
The first lesson plan in this series by Keith Harding gives students practice giving information and making recommendations.
By Jamie Keddie
This lesson aims to equip students with the language they will need when transferring the skill of handling guest complaints effectively from their own language to English.
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