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B Listen to the conversations in Part A again.Decide if the following statements about the calls are true (T) or false (F).

1.Tom Jackson will meet Mr.Brown at the hotel bar in the evening.(　　)

2.The operator tried to put Tom Jackson through to Room 927, but there was no answer.(　　)

3.While Tom Jackson called, Mr.Brown was talking on the phone.(　　)

4.Lucy White will call back later.(　　)

5.Lucy White left the hotel before Nancy Smith called.(　　)

6.The receptionist sent someone to look for Lucy White.(　　)

7.The callers in both calls were asked to wait.(　　)

1.due [djuː] adj.预期的 2.take off 起飞

Pair work.Role-play the following situations.

1.Student A:You are a hotel telephone operator.Answer the call and accept the request.

Student B:You are a hotel guest and want to have a wake-up call at 6:30 a.m.tomorrow.Your room number is 2206.

2.Student A:You are Helen in Room 1726.You want to change your morning call from 7:00 a.m.to 6:00 a.m.tomorrow.

Student B:You are Grace, a hotel telephone operator, answer the call and help the guest.

23.2 Read the following tips for a hotel telephone operator.Which do you think are the three most important points?

1.Answer the phone with the hotel’s preferred greeting.Usually the hotel name and a greeting are expected.

2.Find out the caller’s name and use it in the conversation.

3.Speak clearly so that the caller can easily understand you.

4.Answer the phone within 3 rings or 15 seconds.

5.Speak in a polite and friendly voice.

6.Listen.Try not to interrupt.

7.Ask permission first if you have to put the caller on hold.

8.Put a caller on hold for no more than 30 seconds.

9.Repeat the details of the guest’s requests to ensure correct understanding.

10.Put the caller through to the appropriate (适当的) department.

11.Behave in an efficient (有效的) way, even if you are just taking a message.

12.Concentrate.Don’t attempt to do two things at the same time.

13.When the caller is speaking, make “continuous noises” to let him/her know you are listening.

14.Always smile into the mouthpiece.It shows in your voice.

15.Transfer the caller to someone who can help, if you can’t.

16.Have a very good working knowledge of the English language.

17.Thank the caller.

A hotel guest wanted the operator to make a collect call for him.The operator answered the phone and said “Of course, sir.May I have your name, please?”“Watt,” the guest answered.“Could you tell me your name, please?” said the operator.“Watt is my name,” was the answer.“Yes, I asked you that:Could I have your name, please?” the operator said again.“I told you Watt’s my name,” said the guest.“Can you tell me your name, operator?” “Will Knott.” The guest put the telephone down angrily and thought, “That was a rude, stupid operator!”