Lesson20　Making DND 设置“请勿打扰”服务

A Brainstorming.As a hotel telephone operator, which way would you like to use to answer the phone? Tick (√) the ones you prefer.And then discuss with a partner.

1.Answer with greetings like “Good morning”.□

2.Answer with your name.□

3.Answer with the name of your hotel.□

4.Answer with the name of your department.□

5.Answer with your telephone number.□

B Learn how to start a telephone conversation.

Operator:Good afternoon, Friendship Hotel.How may I help you?

Guest 1:I’d like to speak to Miss Emma Mei in Room 809.

Operator:Yes, could you hold, please? ...I’m putting you through (=I’m connecting you)…

Guest 2:Hello?

Guest 1:Is that Emma Mei? (NOT Are you Emma Mei? or Is it Emma Mei?)

Guest 2:Speaking.(=Yes, this is Emma Mei)

Guest 1:Hello, it’s Nancy.(NOT I’m Nancy.or Here is Nancy.)

C Study the conversation below and answer this question:Why was the guest leaving a message?

Operator:Good evening, Garden Hotel.How may I help you?

Guest:Could I speak to Nancy King in Room 2311, please?

Operator:Yes, hold the line, please.I’m afraid it’s busy (=the line is engaged).Would you like to leave a message?

Guest:Thank you.My name is Peter Lee.Please tell her to give me a ring (=phone me) at 0411-8256-7788.

Operator:I’ll give her the message.

D Conversation

New Words

1.DND（=Do Not Disturb）请勿打扰 3.disturb [dɪ'stɜːb] v.打扰

2.housekeeping ['haʊskiːpɪŋ] n.客房部 4.room service 客房送餐服务

Exercises

20.1 Oral Practice Pair work.Role-play the following situation.

Student A:You are a hotel operator.Answer the call and help the guest.

Student B:You are Tom.You call to ask for DND for your parents and children.

20.2 Correct the mistakes in the following telephone conversations.

1.A:Hello? 2.A:Hello?

B:Are you Peter? 　B:Hello, Felix?

A:Yes, I am. 　A:Yes, I am speaking.

B:Oh, hello, Peter.I’m Alice. 　B:Oh, good evening, Felix.Here is Helen.

A:How are you?

B:I’m fine.Thanks.And you?

20.3 Complete the following telephone conversations with proper words.

1.O:Good evening, Garden Hotel.How may I help you?

G:Could I ____________________ Mike Green in Room 621?

O:I’ll try to connect you.I’m afraid the __________ is busy.

G:Oh, dear…

O:Would you like to __________ a message or call __________ later?

G:I’ll call back __________ five minutes.

2.G1:Hello?

G2:Hi, is __________ Rhoda?

G1:No, sorry.Rhoda is not here at the __________.

G2:In that case, could I leave a __________ for her?

G1:Yes, of course.

G2:Would you please ask her to __________ me a call this afternoon?

G1:Sure.Could I __________ your name?

G2:Helen.She has my telephone __________.