• some thoughts – LAST
  

Working in a hotel or restaurant means meeting many different people. Most guests are friendly, but some become angry when something goes wrong. They may complain about a long wait, a dirty room, or bad service. Staff must stay calm and try to solve the problem before it gets worse.

A useful way to deal with complaints is the LAST method. LAST stands for Listen, Apologize, Solve, and Thank.

1. Listen carefully

Give the guest time to explain the problem. Do not interrupt. Listen to their words and watch their body language. Look at the guest, speak calmly, and show that you want to help. Even if you do not agree with the guest, do not argue. Guests often feel better when they know someone is listening to them.

2. Apologize

Tell the guest that you are sorry about the problem. For example, you can say, “I am sorry that your room was not ready on time.” Saying sorry does not always mean that you caused the problem. It shows that you care about the guest and want to help.

3. Solve the problem

Try to find a good solution as soon as possible. You could offer another room, ask the kitchen to prepare a meal again, or speak to your manager. Explain what you can do and how long it will take. Do not promise something if you cannot do it. If you cannot solve the problem yourself, ask your manager or another senior member of staff for help.

4. Thank the guest

Thank the guest for telling you about the problem. For example, you can say, “Thank you for telling us. We will check what happened.” This shows respect and helps you end the conversation in a friendly way.

However, dealing with angry guests can be difficult. A guest may speak loudly, complain again and again, or blame you for a mistake you did not make. Try to stay calm. Breathe slowly and speak clearly. Do not think that the guest is angry with you as a person. Concentrate on finding a solution.

If a guest threatens you or becomes violent, your safety is most important. Stay at a safe distance and call your manager or security staff for help.

Dealing with difficult guests takes patience and self-control. A complaint is never pleasant, but good service can help solve the problem and make the guest feel welcome again. It can also help protect the hotel’s good name.

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Vocabulary:

Word or phrase	Definition
to complain about a long wait	to say that you are not happy because you have to wait a long time
to be calm	to stay quiet and not become angry or excited
to solve a problem	to find an answer to a problem
to deal with a complaint	to listen to a problem and try to help
to apologize	to say that you are sorry
to interrupt somebody	to start speaking when another person is still speaking
to argue	to speak angrily because you do not agree
to cause a problem	to make something go wrong
to care about somebody	to think that somebody is important and want them to be happy or safe
a solution	an answer to a problem
to promise something	to say that you will do something
to show respect	to treat somebody in a kind way
a conversation	a talk between two or more people
to blame somebody for something	to say that something is somebody’s fault
to breathe	to take air into and out of your body
to threaten somebody	to say that you will hurt somebody or do something bad to them
to become violent	to start hurting people or breaking things
safety	being safe from danger
to protect something	to keep something safe from harm

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Match the words with the correct definitions

Words

1. to interrupt somebody
2. safety
3. to promise something
4. to deal with a complaint
5. to breathe
6. a solution
7. to blame somebody for something
8. to be calm
9. to protect something
10. to argue
11. a conversation
12. to complain about a long wait
13. to show respect
14. to become violent
15. to apologize
16. to cause a problem
17. to care about somebody
18. to threaten somebody
19. to solve a problem
    

Definitions

a. to say that you will do something

b. to start hurting people or breaking things

c. to say that something is somebody’s fault

d. to take air into and out of your body

e. to listen to a problem and try to help

f. to keep something safe from harm

g. to say that you are not happy because you have to wait a long time

h. an answer to a problem

i. to treat somebody in a kind way

j. to say that you are sorry

k. to speak angrily because you do not agree

l. to start speaking when another person is still speaking

m. to find an answer to a problem

n. being safe from danger

o. to think that somebody is important and want them to be happy or safe

p. to stay quiet and not become angry or excited

q. to say that you will hurt somebody or do something bad to them

r. to make something go wrong

s. a talk between two or more people

_________________________

Answers:
1–l, 2–n, 3–a, 4–e, 5–d, 6–h, 7–c,
8–p, 9–f, 10–k, 11–s, 12–g, 13–i, 14–b,
15–j, 16–r, 17–o, 18–q, 19–m

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Match the definitions with the correct words

Definitions

1. to say that you will hurt somebody or do something bad to them
2. to make something go wrong
3. to take air into and out of your body
4. to say that you are sorry
5. to find an answer to a problem
6. to stay quiet and not become angry or excited
7. to say that something is somebody’s fault
8. to start speaking when another person is still speaking
9. to treat somebody in a kind way
10. to listen to a problem and try to help
11. to start hurting people or breaking things
12. an answer to a problem
13. to say that you are not happy because you have to wait a long time
14. to think that somebody is important and want them to be happy or safe
15. a talk between two or more people
16. to speak angrily because you do not agree
17. to keep something safe from harm
18. being safe from danger
19. to say that you will do something

Words

a. to protect something

b. to argue

c. to apologize

d. a solution

e. to complain about a long wait

f. to threaten somebody

g. to promise something

h. to become violent

i. to deal with a complaint

j. to breathe

k. to blame somebody for something

l. to solve a problem

m. to care about somebody

n. to interrupt somebody

o. to cause a problem

p. safety

q. to be calm

r. a conversation

s. to show respect

____________________________

Answers:
1–f, 2–o, 3–j, 4–c, 5–l, 6–q, 7–k, 8–n,
9–s, 10–i, 11–h, 12–d, 13–e, 14–m,
15–r, 16–b, 17–a, 18–p, 19–g
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True or false

1. Most guests in hotels and restaurants are friendly.
2. Staff should argue with guests when they complain.
3. LAST means Listen, Apologize, Solve, and Thank.
4. Staff should interrupt guests to save time.
5. Saying sorry always means that the staff member caused the problem.
6. Staff should listen carefully and watch the guest’s body language.
7. Staff can offer another room to solve a problem.
8. Staff should promise anything the guest wants.
9. Thanking guests for their complaints can show respect.
10. A guest may complain about a dirty room or bad service.
11. Staff should speak loudly when a guest becomes angry.
12. Staff should ask a manager for help if they cannot solve a problem themselves.
13. Staff should take an angry guest’s words personally.
14. Staff should explain what they can do and how long it will take.
15. A guest who threatens staff should always be left alone.
16. Staff should stay at a safe distance if a guest becomes violent.
17. Breathing slowly can help staff stay calm.
18. The LAST method tells staff to solve the problem before listening.
19. Good service can help protect a hotel’s good name.
20. Staff should ignore complaints if they are not responsible for the problem.

_________________________

Answer key:
1–T, 2–F, 3–T, 4–F, 5–F, 6–T, 7–T,
8–F, 9–T, 10–T, 11–F, 12–T, 13–F, 14–T,
15–F, 16–T, 17–T, 18–F, 19–T, 20–F
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Multiple-choice questions – handling difficult guests and solving problems

1. How are most hotel guests?

a. Angry b. Friendly c. Often unhappy with staff

2. What does L mean in LAST?

a. Leave b. Learn c. Listen

3. What should staff do when a guest explains a problem?

a. Listen b. Interrupt c. Walk away

4. What does saying sorry show?

a. The guest is wrong. b. The problem is over. c. You care about the guest.

5. What can staff offer if a room is not ready?

a. A free holiday b. Another room c. A new job

6. What should staff never do?

a. Make false promises b. Speak clearly c. Ask for help

7. What does T mean in LAST?

a. Talk b. Try c. Thank

8. Why should staff thank guests for complaints?

a. To finish work b. To show respect c. To avoid guests

9. What might an angry guest do?

a. Speak loudly b. Clean rooms c. Help staff

10. What can help staff stay calm?

a. Arguing b. Breathing slowly c. Speaking faster

11. When should staff ask a manager for help?

a. When a guest smiles b. When the hotel is quiet c. When they cannot solve the problem

12. What should staff explain when offering a solution?

a. Who is to blame b. What they can do c. Why guests complain

13. What should staff do if a guest threatens them?

a. Move closer b. Argue c. Call for help

14. What should staff do if a guest becomes violent?

a. Keep a safe distance b. Ignore the danger c. Stay nearby

15. What can good service protect?

a. The guest’s job b. The manager’s holiday c. The hotel’s good name

16. What should staff avoid when a guest is angry?

a. Staying calm b. Taking it personally c. Speaking clearly

17. What is the first step in LAST?

a. Listen b. Thank c. Solve

18. What can a good solution help a guest feel?

a. More confused b. More nervous c. Welcome again

19. What should staff do if they disagree with a guest?

a. Blame the guest b. Avoid arguing c. End the conversation

20. What should staff do when they cannot solve a complaint alone?

a. Ignore it b. Make a promise c. Ask a manager

__________________________

Answer key:
1–b, 2–c, 3–a, 4–c, 5–b, 6–a, 7–c, 8–b,
9–a, 10–b, 11–c, 12–b, 13–c, 14–a, 15–c,
16–b, 17–a, 18–c, 19–b, 20–c

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Find evidence in the text – find a sentence or phrase in the text that supports each statement.

1. People who work in hotels and restaurants may have to deal with unhappy customers.

2. The LAST method gives employees a clear order for handling complaints.

3. A guest’s feelings may improve when an employee gives them enough time to speak.

4. An employee can express regret without accepting responsibility for what happened.

5. Staff should offer solutions that they are actually able to provide.

6. Employees do not have to manage every difficult situation on their own.

7. A polite ending can help prevent a complaint from turning into a bigger conflict.

8. An employee should focus on the situation rather than feel personally attacked by an angry customer.

9. When a customer becomes dangerous, solving the complaint is no longer the only concern.

10. The way employees handle complaints may influence the hotel’s public image.

______________________________

Answer key

1. “They may complain about a long wait, a dirty room, or bad service.”

2. “A useful way to deal with complaints is the LAST method. LAST stands for Listen, Apologize, Solve, and Thank.”

3. “Guests often feel better when they know someone is listening to them.”

4. “Saying sorry does not always mean that you caused the problem.”

5. “Do not promise something if you cannot do it.”

6. “If you cannot solve the problem yourself, ask your manager or another senior member of staff for help.”

7. “This shows respect and helps you end the conversation in a friendly way.”

8. “Do not think that the guest is angry with you as a person. Concentrate on finding a solution.”

9. “If a guest threatens you or becomes violent, your safety is most important.”

10. “It can also help protect the hotel’s good name.”

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Complete the summary – fill in

calm · complaints · manager · listen · promise ·
respect · solution · safety · thank ·
time · guests · problem · staff ·
help · angry

Working in a hotel means dealing with different people and their (1) _____. Some (2) _____ may become (3) _____ when something goes wrong. When a guest is unhappy, (4) _____ should stay (5) _____ and (6) _____ carefully. They should say sorry and look for a (7) _____ to the (8) _____. They must explain how much (9) _____ the solution may need. Staff should never (10) _____ something they cannot do. If necessary, they should ask a (11) _____ for (12) _____. They should also (13) _____ the guest for reporting the problem. This shows (14) _____. If a guest becomes violent, staff must put their own (15) _____ first.

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Answer key:
1–complaints, 2–guests, 3–angry, 4–staff, 5–calm, 6–listen,
7–solution, 8–problem, 9–time, 10–promise, 11–manager,
12–help, 13–thank, 14–respect, 15–safety

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Match the situation to the best action

Situations

1. A guest explains why they are unhappy.
2. A guest complains about a dirty room.
3. A guest asks for something the employee cannot promise.
4. The employee cannot solve the problem alone.
5. A guest threatens the employee.
6. The employee is ending the conversation.
7. A guest speaks loudly and angrily.
8. A guest says the meal is wrong.
9. A guest asks how long the solution will take.
10. A guest is angry about a mistake the employee did not make.

Actions

a. Explain how much time is needed.

b. Do not take the complaint personally.

c. Listen without interrupting.

d. Stay at a safe distance and call for help.

e. Apologize and look for a solution.

f. Thank the guest for reporting the problem.

g. Speak calmly and breathe slowly.

h. Explain honestly what can be done.

i. Ask the kitchen to prepare the meal again.

j. Ask a manager or senior colleague for help.

____________________________

Answer key:
1–c, 2–e, 3–h, 4–j, 5–d, 6–f, 7–g, 8–i, 9–a, 10–b
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Match questions and answers

Questions

1. Why is it important to stay calm when a guest is angry?
2. What does an employee do first when a guest complains?
3. Why is it better to avoid arguments with unhappy guests?
4. What does LAST stand for?
5. Does saying sorry mean that the employee caused the problem?
6. What can an employee offer when a room is not ready?
7. Who can help when an employee cannot fix a problem alone?
8. Why is it important to avoid promises that cannot be kept?
9. How can employees show that they are listening carefully?
10. What does an employee do if a guest becomes violent?
11. Why is it useful to thank guests for their complaints?
12. How can good service help a hotel?

Answers

a. It shows respect and ends the conversation politely.

b. Another room or a comfortable place to wait.

c. Listen, Apologize, Solve, and Thank.

d. The employee stays at a safe distance and calls for help.

e. Staff can think clearly and find a solution.

f. A manager or a senior colleague.

g. It can make guests feel welcome and protect the hotel’s good name.

h. Arguments can make the situation worse.

i. The employee listens carefully and lets the guest explain the problem.

j. No, it shows care and respect for the guest.

k. They can make eye contact, speak calmly, and avoid interruptions.

l. False promises can cause more problems.

___________________________

Answer key:
1–e, 2–i, 3–h, 4–c, 5–j, 6–b,
7–f, 8–l, 9–k, 10–d, 11–a, 12–g

___________________________

Correct version

1. Interviewer: Why is it important to stay calm when a guest is angry?

Hotel Manager: Staff can think clearly and find a solution.

2. Interviewer: What does an employee do first when a guest complains?

Hotel Manager: The employee listens carefully and lets the guest explain the problem.

3. Interviewer: Why is it better to avoid arguments with unhappy guests?

Hotel Manager: Arguments can make the situation worse.

4. Interviewer: What does LAST stand for?

Hotel Manager: Listen, Apologize, Solve, and Thank.

5. Interviewer: Does saying sorry mean that the employee caused the problem?

Hotel Manager: No, it shows care and respect for the guest.

6. Interviewer: What can an employee offer when a room is not ready?

Hotel Manager: Another room or a comfortable place to wait.

7. Interviewer: Who can help when an employee cannot fix a problem alone?

Hotel Manager: A manager or a senior colleague.

8. Interviewer: Why is it important to avoid promises that cannot be kept?

Hotel Manager: False promises can cause more problems.

9. Interviewer: How can employees show that they are listening carefully?

Hotel Manager: They can make eye contact, speak calmly, and avoid interruptions.

10. Interviewer: What does an employee do if a guest becomes violent?

Hotel Manager: The employee stays at a safe distance and calls for help.

11. Interviewer: Why is it useful to thank guests for their complaints?

Hotel Manager: It shows respect and ends the conversation politely.

12. Interviewer: How can good service help a hotel?

Hotel Manager: It can make guests feel welcome and protect the hotel’s good name.

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Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

SMFrockZ@gmx.at