- Dealing with Guest Complaints
  - Video Scenario
    - Guest complaint about no hot water
    - Hotel staff response and solutions
      - Engineer checking the boiler
      - Offering complimentary flowers
      - Suggesting alternatives like spa
  - Key Actions for Staff
    - Greet and apologize sincerely
    - Investigate the issue
    - Explain details and offer a gift
    - Provide solutions and apologize again
    - Close the conversation politely
  - Vocabulary and Phrases
    - Shower-related terms
      - Take or have a shower
      - Shower room, shower, new year shower
    - Order-related phrases
      - Out of order, in order
    - Season-related terms
      - Hot season, off season, peak season
    - Complimentary offerings
      - Complimentary flowers, tips, accommodation
  - Sentence Patterns
    - I'm sorry to hear that. I'll come and check it in advance.
    - We do apologize for the inconvenience.
    - Maybe we could suggest that you take a shower in the spa.
    - Here's a ticket for you.
    - Thank you for understanding. I assure you that it won't happen again.
    - You are welcome. This is really the least we can do for you.
  - Useful Words for Hotel Context
    - Spa, sauna, beauty parlor, barber shop, souvenir shop
  - Handling Difficult Guests
    - Phrases to comfort and solve problems
      - I will attempt to fix this right away.
      - I will look into this matter at once.
      - I'll send a chambermaid in near day.
      - We may have overlooked some points.
  - Assignments
    - Watch the video again
    - Role play with a partner
    - Use learned words, phrases, and sentence patterns
    - Follow the working process steps