M: manager = ananda

R: receptionist = dian
G: guest = jihano
_____________________________

R: HELLO/ Good morning/ you are connected to the Hanandi Hotel ’s front desk//
Can I help you?
G: Yes. I have some complaints about food that I've ordered.
R: OH,Hello Madam/ I’m so sorry/ is there anything wrong with your order, Madam?
G: I’ve just ordered for breakfast 5 minutes ago, but these are not like what I have ordered.
R: HMM OK, Could you please explain more about it, Madam?
G: I ordered a spaghetti carbonara and hot americano, but they gave me spaghetti aglio
oglio and ice americano! I’ve complained to the restaurant but they just changed the food but
the drink. Another thing is the staff had an impolite attitude while he gave the order. It makes
me really uncomfortable. saya memesan carbonara dan jus jeruk tp yang datang malah
ogliolio dan es teh. Kemudian saya sudah menghubungi bagian restoran tapi yang diganti
hanya makanan saya saja dan pelayan memberikan sikap yang tidak mengenakkan.
R: Oh I see/ I’m really sorry to hear that//
May I know which room number you are staying in, Madam?
G: I’m in room 102.
R: Room 102/ okay, Madam//
I really apologize for what had happened, we’re going to call to the restaurant and make sure
to deliver the right order. baik bu, kami akan menghubungi pihak dapur dan memastikan
pesanan yang Anda mau akan diantarkan segera
G: No, you don’t need to do it anymore! You turned me off already. It’s better for me to move
to another hotel with better service! I’ll be leaving this afternoon, and I want a refund for the
hotel fees for the next three days that I have paid.
tidak perlu! saya sudah terlanjur kecewa. Lebih baik saya pindah ke hotel lain dengan
service yang lebih baik dari hotel ini! Saya akan pergi sore ini dan saya minta refund sewa
hotel untuk tiga hari kedepan yang sudah saya bayar.
R: Sorry Madam/ but/ we can't do that//
I will try to connect you to the hotel manager.
Mohon maaf, Bu tapi kami tidak dapat melakukan hal tersebut. Saya akan mengalihkan
Anda pada manajer hotel
M: Good morning, Madam. I am Dian Kartika the manager of Hanandi hotel. Regarding your
previous complaint, I am sorry for the inconvenience you have experienced and I sincerely
apologize for the negligence and mistakes that our employees have made. I understand you
must be very disturbed and uncomfortable by this incident, but please give us one more
chance to make amends before you make the decision to move out from our hotel.
Halo ibu, selamat pagi. Saya (nama) selaku manager hotel (nama). Terkait komplain ibu
sebelumnya, saya turut prihatin atas ketidaknyamanan yang Anda alami dan saya mohon
maaf yang sebesar-besarnya atas kelalaian dan kesalahan yang telah pegawai kami
lakukan. Saya mengerti Anda pasti merasa sangat terganggu dan tidak nyaman dengan
kejadian ini, namun saya mohon beri kami satu kesempatan untuk menebus kesalahan kami
sebelum Anda membuat keputusan untuk pindah dari hotel kami.
G: I just got here this morning and have been treated so disappointingly. The next 3 days will
be very busy for me, and I don't have time to deal with this kind of situation. It wastes my
time.
Saya baru sampai disini tadi pagi dan sudah mendapat perlakuan yang mengecewakan, 3
hari kedepan akan sangat sibuk bagi saya, dan saya tidak ada waktu untuk menghadapi
situasi semacam ini yang sangat membuang waktu.
M: Oh I see Madam, I do understand you definitely don't want to waste your precious time,
but moving to another hotel will also be a hassle, right? For today's inconvenience, I offer a
50% discount on the entire hotel fee that you have paid, and I promise that such an incident
will never happen again. What do you think? I hope you can reconsider your decision,
Madam.
Ya, saya paham Anda pasti tidak ingin membuang waktu dan mengharapkan pelayanan
yang baik, namun pindah ke hotel lain juga akan merepotkan Anda bukan? Atas
ketidaknyamanan hari ini, saya menawarkan diskon 50% dari keseluruhan harga sewa yang
telah Anda bayar, dan saya berjanji kejadian serupa tidak akan terulang. Bagaimana
menurut Anda? saya harap Anda akan mempertimbangkan kembali keputusan Anda.
G: hmm… Are you sure? Can you make sure something like this won't happen again?
M: Yes, of course, Madam. We will conduct an in-depth evaluation of the performance of our
employees and will ensure that something similar will not happen ever again. Thus, are you
willing to stay at our hotel with the discount that we have offered?
Ya, tentu saja, kami akan melakukan evaluasi mendalam terhadap kinerja pegawai kami dan
akan memastikan hal serupa tidak akan terjadi kembali. Bagaimana Bu, apakah Anda
bersedia tetap di hotel kami dengan diskon yang telah saya tawarkan?
G: Hmm… Alright then, I’ll take the offer. I hope such a situation will not happen ever again.
M: Sure, I hope so, Madam. Thank you so much for your generosity. I hope you have more
satisfying experiences at this hotel.