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Example situations

Bell Desk Staff

Guest: Watch that suitcase! It’s new and you are scratching it.

Bell man: I’m sorry about that sir. It won’t happen again.

Guest: Well I should hope not.

Food and Beverage Staff

Guest: This tea is sweetened and I specifically wanted unsweetened

tea.

Staff: I’m sorry ma’am. I’ll bring an unsweetened tea immediately.

Please excuse the mistake.

Guest: No problem, things happen.

Staff: Here’s your tea ma’am. Let me know if I can be of further

assistance. Enjoy the rest of your meal.

Guest: Thank you.

Front Desk Staff

Guest: Excuse me. I have a problem with my room.

Reception: May I ask what the problem is, ma’am?

Guest: I have booked for a non-smoking room but my room smells

of smoke all round.

Reception: I’m very sorry to hear that.

Guest: Can I change the room?