"A guest at a luxury hotel, Sarah, visits the manager's office to address several issues with her room and service while the manager, Mr. Abebe, attempts to resolve the situation professionally."
Speakers
S
Sarah
A polite but firm traveler who is disappointed with her hotel experience and seeking a resolution.
M
Mr. Abebe
A professional and empathetic hotel manager dedicated to customer satisfaction and service recovery.
The Dialogue
Tap highlighted words to view vocabulary cards below.
Sarah
Excuse me, are you the manager? I would like to discuss some issues regarding my stay.
Mr. Abebe
Yes, I am the manager. My name is Abebe. Please, come in and have a seat. How can I assist you today?
Sarah
Thank you. I am staying in room 405, and unfortunately, it has been quite a difficult experience so far.
Mr. Abebe
I am very sorry to hear that. Could you please specify what the problems are?
Sarah
Well, first of all, the noise from the construction next door is unbearable during the early morning.
Mr. Abebe
I apologize for the . We should have informed you about the nearby renovations at check-in.
Sarah
I appreciate the apology, but it made it impossible for me to sleep past six in the morning.
Mr. Abebe
That is completely . I will see if we can move you to a quieter room on the other side of the building.
Sarah
That would be a start. However, I also have a request regarding the air conditioning in my current room.
Mr. Abebe
Is the unit not cooling properly?
Sarah
Exactly. It makes a very loud rattling sound, and it doesn't seem to lower the temperature at all.
Mr. Abebe
I am terribly sorry for this . I will have our maintenance team the situation immediately.
Sarah
I would also like to file a formal complaint regarding the service at the hotel restaurant last night.
Mr. Abebe
I am listening. Please, tell me exactly what happened so I can address it.
Sarah
The waiter was quite when I told him my order was incorrect.
Mr. Abebe
That is very disappointing to hear. Our staff is trained to be helpful and attentive at all times.
Sarah
He didn't even apologize; he just walked away and didn't bring me the correct meal for twenty minutes.
Mr. Abebe
I offer my deepest apologies for his behavior. I will personally speak with the head of the restaurant staff.
Sarah
Thank you. I expect a higher of service when staying at a five-star establishment.
Mr. Abebe
You are absolutely right. As a of , we would like to offer you a complimentary dinner tonight.
Sarah
That is a very kind offer. I would like to accept it, provided the service is better this time.
Mr. Abebe
I will personally ensure that your table receives the best attention tonight.
Sarah
I also noticed an error on my preliminary bill. It shows a charge for a spa treatment I never received.
Mr. Abebe
I will look into that right now. It might be a clerical error. Could you give me a moment?
Sarah
Of course. It's for fifty dollars, listed under yesterday's date.
Mr. Abebe
You are correct. That was a mistake. I have removed the charge from your account immediately.
Sarah
Thank you for fixing that so quickly. I appreciate your prompt response.
Mr. Abebe
It is our to ensure our guests are happy. I truly regret that your stay started this way.
Sarah
I appreciate your efforts, Mr. Abebe. It makes me feel much better about staying here.
Mr. Abebe
Is there anything else I can assist you with before you head out for the day?
Sarah
No, that covers everything for now. Thank you for your time.
Mr. Abebe
Thank you, Sarah. We will have your new room ready by 2:00 PM. Have a pleasant afternoon.
Scene Vocabulary
Practice vocabulary words & meanings.
10 Terms
Sincerely
/ሲንሲርሊ/
በቅንነት
In a sincere or genuine way.
በእውነተኛ ወይም በቅንነት ስሜት የሚደረግ።
Disturbance
/ዲስቴርባንስ/
ረብሻ
The interruption of a settled and peaceful condition.
የሰላማዊ ሁኔታ መቋረጥ ወይም መረበሽ።
Unacceptable
/አንአክሴፕታብል/
ተቀባይነት የሌለው
Not satisfactory or allowable.
አጥጋቢ ያልሆነ ወይም የማይፈቀድ።
Rectify
/ሬክቲፋይ/
ማስተካከል
To put something right; to correct.
አንድን ነገር ትክክል ማድረግ ወይም ማረም::
Dismissive
/ዲስሚሲቭ/
ቸልተኛ
Showing that you do not think something is worth consideration.
አንድ ነገር ትኩረት የሚገባው እንዳልሆነ ማሳየት።
Caliber
/ካሊበር/
ደረጃ
The quality of someone's character or the level of their ability.
የአንድ ሰው ባህሪ ጥራት ወይም የችሎታ ደረጃ።
Gesture
/ጄስቸር/
ምልክት
An action performed to convey a feeling or intention.
ስሜትን ወይም ዓላማን ለመግለጽ የሚደረግ ድርጊት።
Goodwill
/ጉድዊል/
በጎ ፈቃድ
Friendly, helpful, or cooperative feelings or attitude.
ተስማሚ፣ አጋዥ ወይም ተባባሪ ስሜት ወይም አመለካከት።
Priority
/ፕራዮሪቲ/
ቅድሚያ የሚሰጠው
A thing that is regarded as more important than others.
ከሌሎች ነገሮች ይልቅ ይበልጥ አስፈላጊ ተብሎ የሚታሰብ ነገር።
Inconvenience
/ኢንኮንቪኒየንስ/
መጉላላት
Trouble or difficulty caused to one's personal comfort.