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�ƶ�ӣ�ĵ�ǹ��1
dear customer,
����i am the gm of the hotel.i am sorry to hear you are not pleased with us.first let me thank you for your coming to our hotel.you are a friendly and polite customer.second,i would like to make an apology to you for our bad service. a few days ago you went to our hotel.when you got there,our waiters didn't help you with the baggage quickly,which you had complained about for many times.as soon as i knew about that,i felt very angry.how can we do that for customers?now i am glad to tell you that something has been done . the waiters who were on duty that day have been criticized.they have made a promise that would not happen from now on.so i hope you can forgive us and come to our hotel again. as we know,customer is the god.if you have any questions or suggestions,please call us anytime anywhere. thank you again.
����regards
����alfred zhuang
����front office manager
�ƶ�ӣ�ĵ�ǹ��2
dear xxx:
����i am terribly sorry to tell you that i have lost the valuable book you wereso kind to lend me last week. i read it everyday and intended to finish it nextmonth. last night when i came to my room, it was nowhere to be found. i will tryto recover it as soon as possible. if i fail to find it, i will get a new bookfor you.
����but i am afraid it can never take the place of the old one. old books arelike old friends. once lost, they can never be replaced. they are connected withcherished associations which the new ones can never have. and for thisirrecoverable loss, i am to blame. i was so careless with my things. this is awarning to me to be more careful in the future.
����regards
����alfred zhuang
����front office manager
�ƶ�ӣ�ĵ�ǹ��3
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�ƶ�ӣ�ĵ�ǹ��4
mr. ulrich niemann.
����director
����people-people exchange co.
����dear sir or madam: friday 22nd september
����many thanks for your fax dated 7th september address to general manager concerning the problems you experienced during your last visit from 29th-30th august. mr. ford, our general manager is away on leave at present and therefore i have taken the liberty of replying to you on his behalf.
����mr. niemann, please accept our sincere apologies for the problems you have experienced - our policy, which you were unfortunately wrongly informed as a newnpolicy, stands that those golden circle members who are eligible for upgrades may book through any channel, subject of course to room availability. i have subsequently taken appropriate steps to ensure that none of our other eligible golden circle guests are similarly inconvenienced in future.
����i have also noted your comments concerning our housekeeping staff and their lack of english and basic courtesy and i assure you that we will be intensifying our training efforts in both those areas in an effort to improve our standards.
����it is only through feedback such as your own that we can judge ourselves honestly and enhance the overall experience for you, our valued guest and therefore i thank you for taking the time to put pen top paper.
����we are normally very proud of the service which we offer at china world, and thus, in an effort to redeem ourselves, we would like to offer you one nights complimentary accommodation when next you visit beijing. to this end, i would be grateful if would contact me personally and i will gladly make the necessary arrangements on your behalf along with any specific requirements you may have.
����my apologies once again and i look forward to welcoming you back to china world hotel in the near future.
����regards
����alfred zhuang
����front office manager
�ƶ�ӣ�ĵ�ǹ��5
dear customer,
����please accept my sincere apology for the inconvenience that i caused you by adding the extra visiting without your permission.
����i had no intention of intruding on your personal life. in china, arranging interesting leisure activities for visitors is a common way to show welcome. however, as your receptionist, i should have realized that you are inclined to regard your private time as an inviolable treasure and hate to be harassed by unplanned matters.
����i'm really sorry that i didn't check with you before making such incomsiderate arrangement .all i can say is that it won't happen again.
����sincerely,
����regards
����alfred zhuang
����front office manager
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