饭店英语听说Unit4Operator.ppt

Operator接线员pret,Switchboard总机swtbd,WhatisageneralSwitchboardOperatorresponsiblefor?,provideadvisoryservices咨询服务,dvazri,givedirection游客问路makewake-upcall叫醒服务transferphonecall转接电话,drekn,trnsf,dealwithcomplaintsandsuggestions投诉建议dealwithemergencies火警,kmplent,md()ns,Theprocedureofansweringaphonecall,Step1:pickupthetelephonewithin3ringsandgreetthecallerStep2:understandtheguestsrequestsStep3:dealwithrequestsintimeStep4:telltheinformationtotheguestStep5:thanktheguestforcalling,Dialogue1,IsMr.Writeintheroomatthismoment?WhodoesMr.Smithwanttospeakto?Howdoyouleaveaphonemessage?,No,heisnt.,HewantstospeaktoMr.Write.,Whenyouhearthebeep,youcanleaveamessage.,Keysentences,1.MayIknow/haveyourname,please?2.Pleasewaitforamoment.Holdon,please.3.Wouldyouliketoleaveamessage?Wouldyoumindleavingamessage?4.Weexcepttoserveyouagain.Wearelookingforwardtoservingyouagain.,ThisisFrontOffice,IwilltransferyourcalltoIamafraidthisisadirectline,andwecannottransferyourcall.Pleaseholdthelineandleaveyourmessagewhenyouhearthebeep.,Pairwork,1.Readthedialogue2.Makeadialogue,情景：RichardSteward打电话找Mr.Green，可惜他不在，于是Richard打电话到总台留了个口信，要Mr.Green回个电话给他，号码是025-588-181.,O：Goodmorning,operator.O:.Imafraidheisnotin.WouldyouliketoO:Certainly,sir.MayIO:Yes,Mr.Steward.MayI.O:025-588-181.Isthatthecompletemessage?O:IlltellO:Yourewelcome,G:Itriedto.Inroom1204buthewasout.Couldyoutrytolocatehimforme?G:Yes.Canyouaskhimtowhenhearrivesatthehotel?G:RichardSteward.G:Its025-588-181.G:Yes,thatsall.G:Thatsright.Thankyou.,Newwordsandphrases,distancedst()ns距离long-distancecall长途电话directlydrektl直接地domesticdmestk国内的DDD(domesticdirectdialing)国内直拨电话internationalntnnl国际的IDD(internationaldirectdialing)国际直拨电话GeneralSwitchboard总机accesskses通路，线路code(countrycode/areacode)码，编码,Dialogue2,Whatkindofservicedoestheoperatoroffer?Whichrateischeaper,callingdirectlyfromtheroomorgoingthroughtheoperator?,provideadvisoryservices,Callingdirectlyfromtheroomischeaper.,Whatkindofphonecalldoestheladywanttomake,DDDcallorIDDcall?HowdoyoumakeanIDDcallfromtheladysroom?,ShewantstomakeanIDDcall.,Dial“8”togetintointernationalaccess,followedbyAmericancountrycode“001”,areacodeandhomephonenumber.,Wordsandphrases,temperaturetemp()rt温度stormstm暴风雨umbrellambrel雨伞considerationkn,sdren考虑，体贴wake-upcall叫醒服务weatherforecastfrkst天气预报10(10degreecelsiusselss),Dialogue3,Whatkindofservicedoestheoperatoroffer?WhatkindofwakeupcalldoesMr.Whitechoose?,Makewake-upcall.,Hechoosesthewake-upcallbyoperator.,WhattimedoesMr.Whitereceiveawake-upcall?Istheoperatorconsiderate?Why?,At6:00everyday.,Yes,sheis.BecauseshetellsMr.Whitetotakeanumbrellaandkeepwarmwhenheisgoingout.,Exercises,LocalcallDomesticlong-distancecallInternationalcallDDDIDDWake-upcallMorningcall,市内电话国内长途国际长途国内直拨电话国际直拨电话叫醒服务叫早服务,Listening,1.JuliahasbeenaGeneralSwitchboardoperatorfor3years.2.Shehastogivealltheguestswake-upcallseverymorning.3.Juliaisresponsibleforprovidingadvisoryservice,transferringphonecalls,wake-upcalls,check-in,check-out,and