Task 4 – eTwinning Hotel, May I help you?

	A	B	C	D	E	F	G	H
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2			CROATIAN TEAM	GREEK TEAM	ITALIAN TEAM	ROMANIAN TEAM	SERBIAN TEAM	TURKISH TEAM
3	Problem	CROATIAN TEAM	do not write	Broken hairdryer, no spare one	A group of guests has arrived earlier than the group check-in. The rooms aren't ready.	You can't communciate with the family that has just arrived because they don't speak English and you don't speak their language.	More gusets arrive than booked and there are no room types available they are asking for.	The guests complain that in there is no wi fi signal in their room and they need it now. What do you do?
4	Solution	CROATIAN TEAM	do not write	Borrow one from another room and fix the broken one as soon as possible or replace it with a new one	The group will be accompanied immediately to a lounge bar where a welcome cocktail will be set up. During the cocktail the receptionist will inform the group of all the services offered by the hotel and give them the Welcome Card	Use Google translate.	To offer our guests accommodation in a hotel with which we have cooperation.	We can change guest room which has a good wi fi signal.
5	Problem	GREEK TEAM	A guest complains that the airconditioning system is out of order.	do not write	A guest complains about the noisy family next room.	A guest complaints about the lack of vegan options in the menu.	There is a power-cut in your hotel and the guests start complaining.	The guests in their reservation form ask if the hotel provides any facilities for pets.
6	Solution	GREEK TEAM		do not write	First, we apologize for the inconvenience and try to call the family to say not to make noise. Secondly, if the problem persists, we will move the guest to another room.	We will apologize for this lack of offer and we will offer catering services from other companies, which specialize in vegetarian menus.	We will call an electrician as soon as possible, during this time stay calm in your rooms.	We cannot accept pets to our hotel. However, we can give the information that we can reserve a pet hotel near us.
7	Problem	ITALIAN TEAM	In your hotel, during the live-in step, some guests get stuck in the lift. One of them is a claustrophobic lady and she starts screaming. What do you do?	A customer arrives to your hotel and when you ask him the documents you realize his document is expired. What do you do?	do not write	A customer calls your hotel to ask for a room with a guaranteed reservation, but when you ask him his credit card number he refuses to give it. What do you do?	A costumer, who wants to book a single room in your hotel calls, but the hotel doesn't have availability, it has only double rooms. What do you do?	In your hotel, during check-out step, a costumer disputes the charging of a bottle of wine as he is non-drinker.What do you do?
8	Solution	ITALIAN TEAM	We call the lift emergency immediately and try to calm the lady.	We ask for another valid document.	do not write	We will present our Hotel reservation rules and kindly ask him to follow them.	We will place the guest in a double room and charge for the price of a single room.	We check the guest account compasses again, and if we cannot identify them exactly, we apologize to the guest and do not charge these expenses to their account.
9	Problem	ROMANIAN TEAM	You have a guest, who wants to check out later, What is the solution for him/her?	If you have a group, who stayed at the hotel and they have a plane in the evening, is it possible to have a special place for luggage?	You have a very pretentious guest, who wants the view of his room to the sea, and all the rooms are already reserved.. What is the solution for him?	do not write	If you have a group, which requires a guided tour around and you have no vacancy. How do you resolve the situation?	You have a guest, who ask to serve a pork meal , that does not exist in the restaurant's menu. Can you serve it?
10	Solution	ROMANIAN TEAM	We would politely explain to them that new guests have to be checked-in on time. We would offer them to leave their luagge in the hotel under supervision and find an activity for them to do until their departure.	Yes, it is and it is without any charge.	The customer of one of the rooms booked with sea view has not yet arrived so we can tell the customer, upon arrival, that the room chosen is unfortunately broken and we are adjusting it in the meantime he will stay in an internal room. So in this way we can satisfy the request of our pretentious customer by assigning him the room with sea view.	do not write	If there is a group of up to 4 passengers, the hotel can arrange it is own personal transport (car) and if there are more than 4 passengers, the hotel can arrange a mini bus.	We explain to the guest that there are no pork products on our menu, and we apologize for this. We ask for a different meat order. In addition, we say that we want to serve him dessert after the meal because we cannot fulfill his request.
11	Problem	SERBIAN TEAM	Quests came to the front desk to complain about insect problems in the rooms. What are your going to do?	The hotel driver did not arrive at the airport on time. The passengers are very nervous . How to solve a problem?	A disabled person came to the hotel and your hotel does not have an elevator and the room is on the second floor. How to solve a problem?	A fire broke out in the room. What do you do?		Foreign tourists have arrived and hotel parking is full. We have no other parking near the hotel.What do you do?
12	Solution	SERBIAN TEAM	We would offer our guests an another room and we would apologise to them. After that we would immediatly call the extarminators to solve the problem.	We arrange for a taxi to pick them up.	If the hotel has no rooms on the ground floor but only on the first floor and has no elevator, we apologize to the client and will help him find a room in a nearby hotel with disabled access	We use the extinguishers provided. In case there is not enough call the firefighters.		We take and park the vehicle of the guest to our nearest paid parking lot to cover our hotel until our parking space is available. When our parking space is available, we take the vehicle to our own area.
13	Problem	TURKISH TEAM	When a repeat guest who had made a reservation a long time ago arrives to the hotel and wants the room that he always stays in. However, the room is full. What can we do in this situation?	At night, the disco is playing songs in different languages. However, your local guest wants to play songs in his own language and is constantly causing problems. What do you do?	When the guest is leaving, you tell the bellboy to check the room. Before the guest leaves, the bellboy says that the blow dryer and towels are removed in the room. How do you act in this situation?	The guest loses his wallet at the hotel and applies to the reception. He leaves the hotel without a wallet. You are find his wallet after the guest leaves. What do you do?	An unsatisfied guest is staying at your hotel. Maid is cleaning this guest's room in the morning. The guest, who came to the room at noon, came to the reception and shouted that his clock was not in the room, is claiming the maid received it. What do you do?
14	Solution	TURKISH TEAM	We apologise to the guest about the situation. We offer another room with seaview with 10% discount.	We explain to him/her politely that we play songs from all the countries of our guests and he/she will have to be patient.	First of all, we ask the housekeeper to check better in every part of the room and to ask the maids, if she doesn't find anything, let's try to call the guest to ask him if he accidentally brought the hairdryer and towels.	If the wallet contains contact details, we will contact the client who forgot the wallet to announce where he can find it. If we do not have contact details we will leave at the reception of the hotel, from where it can take over.	We will check if the clock is in the room or if the cleaner really stole it, if so she will be fired immediately. The watch will be returned to the guest and the guest will recieve a gift card as a sign apologies.	do not write
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