全屏显示专题章节

A Listen to four questions.Choose the right answer.

1.A.There is no cold air coming out.□ 3.A.The toilet doesn’t flush.□

B.The floor is flooded.□ 　B.Sure, go ahead.□

C.There is no picture.□ 　C.Please wait a few minutes.□

2.A.It’s 025-8745-8323.□ 4.A.Yes, I did.□

B.At 2:30 p.m.tomorrow.□ 　B.About 20 minutes.□

C.Bill White, Room 2011.□ 　C.The sink is stopped up.□

Guests have expectations about the hotel.They expect that 1 items like hot water for baths and 2, guest room lights should work and 3 are comfortable in the hotel’s public areas and guest rooms.

It’s easy to see why, for 4, it is critical to change a burned-out light bulb in a hotel’s 5 lot.Guests need to be able to see in the parking lot at night, guest

6 is affected, and the entire hotel will look better if the light 7 is promptly replaced.In a similar manner, a guest’s room television that does not work

8 should be promptly repaired or replaced, 9 customer satisfaction will be affected.It’s 10 easy yet just as important, to see that someone should be 11 for maintaining all of the hotel’s equipment and 12 in the public areas, guest rooms, and 13 service and laundry areas.If this is not done,guest complaints will 14 negative publicity for the hotel.“Word of mouth” is very important in the service industry 15.

wobbly ['wɒblɪ] adj.摇摆的D Listen to the rest of the conversation.Then answer the following questions.

1.What is the guest’s final problem?

2.What does he want to do?

Pair work.Role-play the following situations.

1.Student A:You are a guest in Room 831.Call Housekeeping for help because there is a crack (裂缝) in the window.

Student B:You are a housekeeping clerk.Answer the call and tell him you will send for a repairman at once.

2.Student A:You are a guest and call Housekeeping because the tap keeps leaking.

Student B:You are a housekeeping clerk.Answer the call and tell him you will send for a plumber right away.

59.2 Match the expressions in Column A with their definitions in Column B.______________

59.3 Study the following useful expressions.___________________________________

“In my hotel I do not allow guests to make a noise.Do you have anychildren? ”

“Do you have any pets?”

“Any musical instruments (乐器)?”

“No, but my pen does scratch (刮擦声) a little when I write!”