Discuss: What should you do if you refuse your guest? How do you apologize? New words and useful expressions: What a pity! - Какая жалость! Never mind. - Ничего страшного. I wonder if it is possible to... - Интересно, можно ли... I'm afraid I don't know... - Боюсь, я не знаю... I'm not quite sure. — Я не совсем уверен. I'm sorry, but 1 really don't know. — Простите, но я действитель- но не знаю. Just one moment, please, I'll ask the manager. — Одну минутку, я спрошу управляющего. I'm sorry about that, madam... — Сожалею об этом, мадам... I'm sorry, we are fully booked. - Простите, но все места полно- стью забронированы. I'm afraid we haven't any ... left.- Боюсь, у нас больше не оста- лось... Unfortunately, we have nothing left. — K сожалению, у нас ниче- го не осталось. I'm really very sorry but we are closed on Mondays. - Мне дей- ствительно очень жаль, но мы закрыты в понедельник. There is no answer. - Нет ответа. 1. Match the questions with the answers. 1. Could I speak to your manager? 2. Can I reserve a table for two at the weekend? 3. Can I book a single room for tonight? 4. Can I have lunch at the moment? S. Could you translate that? 6. Could Í have a family room for Christmas? a. I'm afraid we haven't any tables left this weekend b. I'm awfully sorry but I really don't know a word in Spanish. c. I'm afraid we have nothing left for Christmas. d. I'm sorry he is not here at the moment. e. I'm really very sorry, but we are fully booked for tonight. f. Excuse me, but it is impossible. We don't serve lunch before 12

Certainly! Let's discuss how to handle situations where you must refuse a guest, along with the appropriate ways to apologize.

When a guest requests something that you cannot accommodate, it's essential to respond politely and professionally. Here are a few steps you can follow:

1. Acknowledge the Request: Start by acknowledging the guest's request. This shows that you are listening and value their inquiry.

2. Provide a Brief Explanation: If possible, give a short and clear explanation of why you cannot fulfill their request. It’s important to keep your explanation factual and without unnecessary details.

3. Apologize Sincerely: Use a phrase like "I'm sorry" followed by a brief explanation of the situation. This communicates empathy.

4. Offer Alternatives: If there are alternatives available, suggest them. This could include different dates, times, or options they may not have considered.

5. Thank the Guest: End the conversation on a positive note by thanking them for their understanding or for their interest.

Example Response

If a guest asks to book a table on a fully booked night, you might respond:

"Thank you for your request. I'm very sorry, but we are fully booked for that night. Unfortunately, we have nothing left. I wonder if it is possible to reserve a table on another date that works for you? I really appreciate your understanding."

Matching Questions with Answers

Here’s the matching for the questions you provided:

1. Could I speak to your manager?
   d. I'm sorry he is not here at the moment.

2. Can I reserve a table for two at the weekend?
   a. I'm afraid we haven't any tables left this weekend.

3. Can I book a single room for tonight?
   e. I'm really very sorry, but we are fully booked for tonight.

4. Can I have lunch at the moment?
   f. Excuse me, but it is impossible. We don't serve lunch before 12.

5. Could you translate that?
   b. I'm awfully sorry but I really don't know a word in Spanish.

6. Could I have a family room for Christmas?
   c. I'm afraid we have nothing left for Christmas.

Conclusion

In any service role, rejecting a guest's request can be challenging, but handling it with courtesy and professionalism can help maintain a positive atmosphere. Using expressions of empathy and providing alternatives can often soften the blow of a refusal.