饭店英语听说Unit4Operator

Operator接线员

['ɒpəreɪtə]Switchboard总机

['swɪtʃbɔːd]1/18WhatisageneralSwitchboardOperatorresponsiblefor?provideadvisoryservices咨询服务[əd'vaɪzəri]2/18givedirection游客问路makewake-upcall叫醒服务transferphonecall转接电话

[dəˈrekʃn]

[træns'fɜː]3/18dealwithcomplaintsandsuggestions投诉提议dealwithemergencies火警

[kəm'plent]

[ɪ'mɜːdʒ(ə)nsɪ]4/18TheprocedureofansweringaphonecallStep1:pickupthetelephonewithin3ringsandgreetthecallerStep2:understandtheguest’srequestsStep3:dealwithrequestsintimeStep4:telltheinformationtotheguestStep5:thanktheguestforcalling5/18Dialogue1IsMr.Writeintheroomatthismoment?WhodoesMr.Smithwanttospeakto?Howdoyouleaveaphonemessage?No,heisn’t.HewantstospeaktoMr.Write.Whenyouhearthebeep,youcanleaveamessage.6/18Keysentences1.MayIknow/haveyourname,please?2.Pleasewaitforamoment.Holdon,please.3.Wouldyouliketoleaveamessage?Wouldyoumindleavingamessage?4.Weexcepttoserveyouagain.Wearelookingforwardtoservingyouagain.7/18ThisisFrontOffice,Iwilltransferyourcallto…Iamafraidthisisadirectline,andwecannottransferyourcall.Pleaseholdthelineandleaveyourmessagewhenyouhearthebeep.8/18Pairwork1.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025-588-181.9/18O：Goodmorning,operator.…O:…..I’mafraidheisnotin.Wouldyouliketo…O:Certainly,sir.MayI…O:Yes,Mr.Steward.MayI….O:025-588-181.Isthatthecompletemessage?O:I’lltell…O:You’rewelcome…G:Itriedto…..Inroom1204buthewasout.Couldyoutrytolocatehimforme?G:Yes.Canyouaskhimto…whenhearrivesatthehotel?G:RichardSteward.G:It’s025-588-181.G:Yes,that’sall.G:That’sright.Thankyou.10/18Newwordsandphrasesdistance['dɪst(ə)ns]

距离long-distancecall长途电话directly[dɪ'rektlɪ]

直接地domestic

[də'mestɪk]

国内DDD(domesticdirectdialing)国内直拨电话international

[ɪntə'næʃnəl]

国际IDD(internationaldirectdialing)国际直拨电话GeneralSwitchboard总机access

['ækses]

通路，线路code(countrycode/areacode)码，编码11/18Dialogue2Whatkindofservicedoestheoperatoroffer?Whichrateischeaper,callingdirectlyfromtheroomorgoingthroughtheoperator?provideadvisoryservicesCallingdirectlyfromtheroomischeaper.12/18Whatkindofphonecalldoestheladywanttomake,DDDcallorIDDcall?HowdoyoumakeanIDDcallfromthelady’sroom?ShewantstomakeanIDDcall.Dial“8”togetintointernationalaccess,followedbyAmericancountrycode“001”,areacodeandhomephonenumber.13/18Wordsandphrasestemperature[‘temp(ə)rətʃə]温度storm[stɔːm]暴风雨umbrella

[ʌm‘brelə]雨伞consideration

[kən,sɪdə‘reʃən]考虑，体贴wake-upcall叫醒服务weatherforecast[‘fɔrkæst]天气预报10℃(10degreecelsius

['selsɪəs])14/18Dialogue3Whatkindofservicedoestheoperatoroffer?WhatkindofwakeupcalldoesMr.Whitechoose?Makewake-upcall.Hechoosesthewake-upcallbyoperator.15/18WhattimedoesMr.Whitereceiveawake-upcall?Istheoperatorconsiderate?Why?At6:00everyday.Yes,sheis.BecauseshetellsMr.Whitetotakeanumbrellaandkeepwarmwhenheisgoingout.16/18ExercisesLocalcallDomesticlong-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17/18Listening1.JuliahasbeenaGeneralSwitchboardoperatorfor3years.2.Shehastogivealltheguestswake-upcallseverymorning.3.Juliaisresponsibleforprovidingadvisoryservice,transferringphonecalls,wake-upcalls,