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Lecture8-9 Operator
发表于：2012-12-04阅读：51次
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I.Question discussions 1.What is a pay phone and its situation now? 2.How to dial a IDD? 3.What are the operator's qualities ? 4. What are the duties of an operator in the hotel? 5. In what situation does the operator take a message? 6. Does the operator need to be trained? If yes, why? 7. In what way the guest in a hotel can make a call? 8. Should the guest pay their phone bills in a hotel immediately after they have made a call? What is the routine in this aspect? II.Words and expressions: visitation n. anyway ad. note paper telephone directory engaged adj. extension. minimum charge consult v. transfer v. non-toll debit card credit card area code n. abide v. regulation n. automatically ad. expense n. account n. area code dial v. ； n. connect v. telephone directory notice:announcement chilled a. personal check smart card n. emergency evacuation n. repayment n. asset growth n. cash flow n. creditor n. bookkeeping n financial statement n. memo n. inventory of salable rooms n III Useful Expressions International phone call 1.To which country,please? 2.Would you like a pay call or person-to person call,Sir.？ 3.A long distance call？All right.Which country are you calling,please? 4.May I have the area code and the hone number? 5.The country codes are listed in the Service Directory in your room. 6.Shall I connect you with the international operator? Taking a Message 1.I'm afraid he is not in his room now.Would you like to leave a message ? 2,I'm afraid there is no response.Can I take a message,please? 3.I'll pass your message to Mr,Black. Wake-Up Calls 1.At what time? 2.At what time shall we call you? 3.Please dial your new wake-up time.The computer will cancel the old time. 4.We use a 24 hour clock.
IV Practice Dialogue I Taking a Message for the Guest O: Good morning, this is Beijing Hotel Operator. Can I help you? C: Good morning. May I speak to Mr. Geller from America? O: Do you know which room he is staying in? C: He’s in Room 1109. O: Hold the line, I will put you through.\Certainly Sir. Could you wait a moment while I put you through? (one minute later) O:Hello,Sir.I'm afraid there is no response.Would you like to leave a message for him? \(The caller is calling again) C: Sorry to bother you again. But I have called Mr. Geller’s room, he is not in. Can I leave a message? \O: Sure. C:Thank you.Please just tell him that I am called and wanted to visit him at 9 this evening. o:May I have your name,please? C:Yes,it's Mr.White. O: May I read back the message to see if it is correct? Mr. White called at 9 a.m. and wanted to visit Mr. Geller in Room 1109 at 9 p.m. this evening. C: That’s it. O: May I have your telephone number so that Mr. Geller can call you back if necessary? C: Yes,good idea.My number is 010-88740691. O: 010-88740691. Thanks for calling. We will tell him as soon as possible. \I'll make sure he gets the message. C: Thank you. O: You’re welcome. Dialogue II Visit after 10 p.m. O--- Operator G--- Geller W--- White (Mr. Geller is showing up at the gate of the hotel) O: Excuse me, Mr. Geller. Your friend Mr. White has called you while you were out. He has left a message. Here you are. W: Thank you. Did he say he would come at 9 p.m.? It’s almost ten now. (Looks at his watch) Thank you anyway. O: That’s all right. W: Good evening. I’m Mr. White who has called this morning. I’m here to see Mr. Geller in Room 1109. Can I go upstairs? O: Sorry, but we must announce visitors to our guests first.Please wait a minute. (Announces Mr. White to Mr. Geller) Ok. Mr. Geller wants you to meet him in his room. Could you please fill in this form before you go upstairs? W: Why? I’ve never been asked to fill in a form like this before! O: It’s because it’s after 10 p.m. W: This is a bit much, really. O: I’m sorry, but it’s a regulation here and everyone must abide by. W: Okay, okay. Here you are. DialogueIII Making a Long Distance Call--DDD Call G--- Geller O--- Operator O: Good morning, operator. May I help you? G: This is Geller from Room 1109. I have been trying to call my friend on his cell phone number several times, but I have failed. What’s the matter with the phone? O: Are you sure that you dialed his cell phone number correctly? G: Absolutely. I checked it over twice in my phone book. O: Did you dial the area code? G: Yes. O: Did you dial “0” before you dialed his number? G: No. What’s “0” for? Why should I dial it first? O: Well, you see. If you want to make a DDD call, you have to dial “0” to connect your phone with the Hotel’s DDD system. G: Thank you. By the way, how is the long distance call charged? O: Our system will record the time automatically. We put the telephone fee on your expense account. You can pay it when you check out. IV.ACT IT OUT Situation A: You’re a colleague of Mr. John Jefferson. You called him to tell important business. But he is not in. so you ask the operator to leave him a message.
Situation B: You’re a guest who has registered and got the key. You’re interested in the hotel services and ask the bellman about them, but when you get to your room, you are not satisfied with your room because it’s too noisy outside, so you want to change it. V. Complete the sentences according to the context: 1）The operator answers the phone. She says: _____________. May I________? 2）She doesn’t hear someone’s name very well. She says: I’m sorry, but ____________________? 3）She tries to pass a caller’s telephone to a guest’s room, but the guest is using the phone, she will say: I’m sorry, but _____________. Could you ___________? 4）She tries to call a guest’s room, but there is no answer, she will say: _________________. Would you like to call him later? 5）A caller wants to reserve a banquet hall, the operator tells the caller: I will _______________ to the Food and _______________. 6）The caller wants to know the charges for long distance calls, she will say: The charges will be_________________ and when you check out, you can_____________ together with______________.
V.Translation 1) 对不起，509分机现在占线，您过会儿打过来好吗？ 2) 线路有点毛病，我听不清楚。请大声点。 3) 请给我接投诉中心，我要投诉。 4) 我想打国际长途。应该怎么操作？ 5) When a guest arrives, the doorman carries in his or her luggage from the car. The luggage stays on the lobby floor until the guest finishes registering. With the room slip and key at hand, the doorman escorts the guest with his or her luggage to the room. VI . Finish the following Visitor’s message: XXX Hotel Date _______________
Message From MR./ MRS./ Miss Telephone _______________________________________________________ Message ______________________________________________________________________________________________________________ Guest name _______________________________________________________ Room No. Clerk _________________ __________________ VII.English Chinese translation 连连看： 10扇贝 11鲍鱼 12小贝肉 13牡蛎14 鱼鳞15海蜇16鳖 海龟 17蚬 蛤 18鲅鱼 19鲳鱼 20虾籽 21鲢鱼 银鲤鱼 22黄花鱼 sea food：
VIII .English around You A man wrote a letter to a small hotel, he planned to visit on his vacation: "I would very much like to bring my dog with me. He is well-groomed and very well behaved. Would you be willing to permit me to keep him in my room with me at night?" An immediate reply came from the hotel owner, who said, "I've been operating this hotel for many years. In all that time, I've never had a dog steal towels, bedclothes, silverware or pictures off the walls. I've never had to evict(驱逐) a dog in the middle of the night for being drunk. And I've never had a dog run out on a hotel bill. Yes, indeed, your dog is welcome at my hotel. And, if your dog will vouch保证 for you, you're welcome to stay here, too."
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