Lesson19　Working as a Telephone Operator 做一名电话接线员

A Vocabulary

B Listen to four conversations in which certain hotel departments will be mentioned.Write down the numbers of the conversations next to the department names below that has been mentioned in corresponding conversations.Not all departments are used.

bar ______________ business center ________ front desk____________

concierge________ fitness center _________ 　 gift shop_____________

C Listen to the conversations in Part B again.Fill in the missing words below.

1.Could you __________ me __________ to the fitness center, please?

2.Yes.__________ the __________, please.

3.Your call is ____________________ ...Please go ahead.

4.Could I have the __________, please?

D Put the completed sentences from Part C under the following proper headings.

E Here are some more sentences from conversations in Part B.Put them under the correct headings above in Part D.

1.Just a moment, please.5.Could I speak to someone in the business center, please?

2.You’re through, now. 6.It’s ringing for you.

3.Hold on, please. 7.I’d like to speak to Nancy Lee at the gift shop.

4.Could you hold, please? 8.I’m connecting you to the gift shop.

Exercises

19.1 Match the expressions in Column A with their explanations in Column B.____________

19.2 Complete the sentences with the proper words from the box below._____

1.Can I __________ to Mr.Lee in the business center, please?

2.Yes, please __________ on and I’ll try to connect you.

3.Can you put me __________ to the front desk?

4.The line is busy.Do you __________ holding on?

5.Just a __________, please.

6.Sorry, he’s __________ here at the moment.

7.Would you like to call back __________?

8.Why don’t you try __________ a couple of hours?

19.3 Choose the best responses.

1.Could I speak to the assistant manager (大堂副理), please?

A.Hold on, please.I’ll put you through.□ B.Don’t go away.I’ll connect you.□

2.Who is speaking?

A.I’m called Emma Mei.□ B.My name is Emma Mei.□

3.When will you call back, sir?

A.After one hour.□ B.In an hour.□

4.Could I speak to John Lee, please?

A.Who are you? □ B.Who is calling? □

5.Where are you calling from?

A.I’m on the phone.□ B.Shanghai.□

19.4 As a hotel operator, can you say the following sentences in a more polite way?

1.Please repeat your address.

2.Your telephone number, please.

3.Can you say that again more slowly?

4.You can call back later.

5.Hold on, OK?