Problems at a hotel

Watch the video (10mn)

1.Sum-up the main information in the video

2.Communicative functions

a.How do you deal with a client’s complaint

b.Asking for repeating the client’s name

c.Offering apologies

3.Pair-work: (20mn)

a-With your partner write a script for three problems  at reception.

b-Play your part in front of the class