新职业英语1酒店英语--Unit 5（基础教育）

1、酒 店 英 语 ENGLISH FOR CAREERS新职业英语中国劳动关系学院高等职业技术学院Unit 5SwitchboardListeningSpeaking4Warming-Up1Reading23Writing5Project6Vocabulary and Structure7Listening Script8Unit 5 Switchboardno replyDpicking up the phoneAhanging up the phoneCholding the lineBSuggested AnswersTask 1 Match the expressions on the

2、left with the pictures on the right.Unit 5 SwitchboardAswitchboardBService DirectoryCtelephone receiverDkeep the telephone off the hookEcellphoneFcalling cardSuggested Answers Task 2 Write each of the expressions under its corresponding picture. Unit 5 SwitchboardSuggested Answers Task 3 Match the t

3、elephone English on the left with their responses on the right. 1E 2A 3D 4B 5CUnit 5 SwitchboardMore about Switchboard (1):Unit 5 Switchboard A switchboard (also called a manual exchange) was a device used to connect a group of telephones manually to one another or to an outside connection, within a

4、nd between telephone exchanges or private branch exchanges (PBXs). The user was typically known as an operator. SwitchboardMore about Switchboard (2): OperatorUnit 5 Switchboard Public manual exchanges disappeared during the last half of the 20th century, leaving a few PBXs working in offices and ho

5、tels as manual branch exchanges. Manual PBXs have also for the most part been replaced by more sophisticated devices or even personal computers. More about Switchboard (3): Modern PBXUnit 5 SwitchboardMore about Switchboard (4):ModernSwitchboardHotel Switchboard operatorUnit 5 SwitchboardTask 1 Try

6、to answer the following questions before you read the passage.What telephone service does a hotel normally provide?2. Do you know how to dial an international call from a hotel room?ReadingUnit 5 SwitchboardReading A hotel normally provides many kinds of telephone service including room-to-room call

7、, local call, DDD call, IDD call, message service,and confidential service or screen call service.Suggested Answers1. What telephone service does a hotel normally provide?Unit 5 SwitchboardReading To dial an international call from a hotel room, we should dial “0” first, then the international prefi

8、x “00”, followed by the country code, area code and the expected telephone number.Suggested Answers2. Do you know how to dial an international call from a hotel room?Unit 5 SwitchboardTelephone Service The following is our hotels telephone service guide. 1. How to make a call from your room For room

9、-to-room calls in the hotel, please dial “1” first, then the room number. For local calls, please dial “0” first. Then dial the telephone number after the line-through tone is heard. For domestic long distance calls, please dial “0” first, followed by the area code and the local telephone number. Fo

10、r international direct dials (IDD), please dial “0” first, then the international prefix “00”, followed by the country code, area code and the expected telephone number.ReadingUnit 5 SwitchboardTelephone Service Please note that while you are dialing IDD, please dial the hotel code, international pr

11、efix, country code, area code and subscriber number continuously, with no pause (exceeding 10 seconds) made, to ensure that your dialing will not be interrupted. After completing your call, please see to it that the receiver is properly placed on the telephone hook, otherwise the hour meter will wor

12、k continuously and the hotel will not be responsible for such disputes.ReadingUnit 5 SwitchboardTelephone Service 2. How we charge for a call Direct dials are charged on a per minute basis from the moment the call is answered. Calls are automatically charged to your account. The hotel will collect 1

13、5% and 10% as service charge from IDD and DDD (domestic direct dial) calls respectively. The hotel will collect 5.00 yuanas service charge for a collect call or a call paid by credit card. For direct dialing calls, you are still requested to pay even if you dial the wrong number. Telephone bills wit

14、h details will be given to you upon checking out. Local calls made from hotel room are free of charge.ReadingUnit 5 SwitchboardTelephone Service 3. Message service When you find the green phone light on, please dial “0” for the message left for you. 4. Confidential service or screen call service If

15、you dont want to answer any incoming calls or you just want to let certain calls through, please dial “0” to inform the operator. For any inquiries, please dial “0”.ReadingUnit 5 Switchboard domestice.g. The Presidents speech covered a range of foreign and domestic issues. 总统的讲话涵盖了一系列的国内外问题。 We neve

16、r interfere in other countries domestic affairs. 我们从不干涉别国内政。 adj. 国内的ReadingUnit 5 Switchboarde.g. Please note that the bill must be paid within ten days. 请注意该帐单必须在十日之内 支付。 I noted a change come over his face. 我发觉他脸上的表情发生了变化。 notev. 注意ReadingUnit 5 Switchboardpausee.g. After a long pause, she went o

17、n. 停顿了很长时间之后，她继续了。 She dropped me outside during a brief pause in the rain. 当雨暂停时，她停车让我出去。n. 停顿ReadingUnit 5 Switchboard exceede.g. Our production costs have exceeded 60,000. 我们的生产成本已超过60,000英镑。 Working hours must not exceed 42 hours a week. 每周的工作时间不得超过42小时。 v. 超过ReadingUnit 5 Switchboardsee to it t

18、hate.g. The hotels owners see to it that their guests are given every luxury. 饭店的主人确保客人得到所有的享受。 Lucy saw to it that everyone got enough to eat and drink. 露西确保人人够吃够喝。 确保，保证ReadingUnit 5 Switchboard ensuree.g. The hospital tries to ensure that people are treated quickly. 医院设法保证人们得到快速救治。 I will ensure

19、that the car arrives by six oclock. 我保证汽车六点钟以前到。 v. 保证，确保ReadingUnit 5 Switchboardreceivere.g. She picked up the receiver and dialed his number. 她拿起话筒拨了他的电话。 He hung up the receiver and went out. 他挂上电话听筒走了出去。 n. 电话听筒ReadingUnit 5 Switchboardotherwisee.g. Im not motivated by money, otherwise I would

20、have quit. 我不是为了钱来的，否则我早就退出了。 Youd better go now, otherwise youll miss the train. 你最好现在就走, 要不然就赶不上火车了。 conj. 要不然，否则ReadingUnit 5 Switchboard automaticallye.g. Join now and you will automatically receive 50% off your first purchase. 现在加入您将自动获得首次购物五折优惠。 Some doors have locks which automatically lock t

21、he doors when we close them. 有些门上的锁在关门时会自动把门锁好。 adv. 自动地ReadingUnit 5 Switchboardrespectivelye.g. The cups and saucers cost 5 and 3 respectively. 茶杯和茶托的价格分别是5英镑和3英镑。 They received sentences of one year and eight months respectively. 他们被分别判处了一年和八个月的徒刑。 adv. 分别地ReadingUnit 5 Switchboardrequestv. 要求，请求

22、e.g. The letter requested him to report to London immediately. 信里要求他立即去伦敦报到。 The chairman requested that the reports be considered. 主席要求考虑这些报告。 ReadingUnit 5 Switchboard inquirye.g. Were getting a lot of inquiries about our new service. 我们收到了很多问题询问我们的新服务。 You can go to the inquiry office for help. 您

23、可以去问讯处寻求帮助。n. 打听，询问ReadingUnit 5 Switchboard电话服务 以下是酒店的电话服务指南。1. 如何从房间内拨打电话 拨打内线电话，请先拨1，再拨房间号码。拨打市内电话，请先拨0，听到线路接通音后再拨电话号码。如果需要拨打国内长途，请先拨0，再拨区号和电话号码。拨打国际直拨电话，请先拨0，再拨国际字冠00，再拨国家代码、区号和电话号码。ReadingUnit 5 Switchboard电话服务 请注意，在拨打国际直拨电话时，请连续拨号，酒店代码、国际字冠、国家代码、区号和用户电话号码之间没有停顿（不超过10 秒钟），以保证拨号不会中断。在打完电话之后，请确保电

24、话听筒挂好在电话座机上。否则电话计时器会继续计时，酒店对由此而产生的话费争议概不负责。ReadingUnit 5 Switchboard电话服务 2. 电话收费 直拨电话自电话接通应答起按分钟收费。电话费将自动计入您的账单。对于国际直拨电话和国内直拨长途电话，酒店将分别收取15%和10%的服务费。对于对方付费电话和信用卡付费电话，酒店将收取每通电话人民币5元的服务费。直拨电话如果拨错号码，仍需付费。电话明细账单将会在您结账离店时出示给您。从酒店客房内拨打市内电话免费。ReadingUnit 5 Switchboard电话服务 3. 留言服务 如果您发现客房内电话的绿指示灯亮时，请拨0 听电话

25、留言。 4. 保密服务或屏蔽电话服务 如果您不希望接听任何来电，或者您只想接听某些来电，请拨0 通知总机接线员。 如需询问任何信息，请拨0。ReadingUnit 5 SwitchboardTask 2 Read the passage and tick off the telephone service mentioned in the passage.ReadingSuggested Answers room-to-room call wake-up call outside call confidential service local call screen call service

26、domestic direct dial person-to-person call international direct dial station-to-station call emergency call collect call message service pay callUnit 5 SwitchboardReadingSuggested AnswersTask 2 Read the passage and tick off the telephone service mentioned in the passage.Unit 5 Switchboard room-to-ro

27、om call wake-up call outside call confidential service local call screen call service domestic direct dial person-to-person call international direct dial station-to-station call emergency call collect call message service pay callTask 3 Richard wants to call his friend Julie in America. The followi

28、ng is the number Richard dials on the phone in his room. Please write the names of the numbers.ReadingSuggested AnswersUnit 5 Switchboardhotelcode 0 - 00 - 1 - 312 - 5541280ReadingSuggested AnswersUnit 5 SwitchboardTask 3 Richard wants to call his friend Julie in America. The following is the number

29、 Richard dials on the phone in his room. Please write the names of the numbers.hotelcodeinternationalprefixcountrycodeareacodeexpectedtelephonenumber 0 - 00 - 1 - 312 - 5541280 1. You can dial international calls directly from your room. 2. If you dont want anyone to call you, you may need the scree

30、n call service. 3. When the green light is on, please pick up the telephone receiver to receive your message. 4. The hotel collects 15% service charge for international calls.Task 4 Decide if the following statements are true (T) or false (F).ReadingSuggested AnswersUnit 5 SwitchboardReadingSuggeste

31、d Answers1. T 2. F 3. F 4. FTask 4 Decide if the following statements are true (T) or false (F).Unit 5 SwitchboardTransferringcallsMakingwake-upcallsGivingdirectionsDealingwithcomplaintsResponding toemergenciesDialog 1Dialog 2Dialog 3Dialog 4Dialog 5Task 1 Listen to five short dialogs and decide wha

32、t each dialog is about and mark () where appropriate.ListeningSuggested AnswersUnit 5 SwitchboardSuggested AnswersListeningUnit 5 SwitchboardTransferringcallsMakingwake-upcallsGivingdirectionsDealingwithcomplaintsResponding toemergenciesDialog 1Dialog 2Dialog 3Dialog 4Dialog 5Task 1 Listen to five s

33、hort dialogs and decide what each dialog is about and mark () where appropriate.Task 2 A guest is calling the switchboard to speak to her brother, whos staying at the hotel. Listen to the conversation and fill in the blanks in the information card.ListeningSuggested AnswersUnit 5 SwitchboardGuests n

34、ame: _Room number: _Callers name: _Purpose of the call: have _ to speak to the guestOutside Call Information CardSuggested AnswersListeningUnit 5 SwitchboardTask 2 A guest is calling the switchboard to speak to her brother, whos staying at the hotel. Listen to the conversation and fill in the blanks

35、 in the information card.Guests name: David SmithRoom number: 820Callers name: Susan SmithPurpose of the call: have something urgent to speak to the guestOutside Call Information CardOperator (O): Good afternoon. This is (1) _. How may I help you?Guest (G): I have something urgent to speak to my bro

36、ther, David Smith. He is staying in your hotel.O: Whats his (2) _, please?G: I think its Room 820, but Im not sure. Can you (3) _ it for me?O: I see. May I know your name, madam?transfer check Operatorgo ahead put you through room numberTask 3 Listen to the conversation in Task 2 again and fill in t

37、he blanks with the words or expressions provided in the box.ListeningUnit 5 SwitchboardG: Susan Smith.O: Thank you, Miss Smith. Ill check it for you and (4) _ your call to his room.G: Thanks.O: Yes, Mr. Smith is in Room 820. Hold on, please. I will (5) _.G: Okay.O: Youre through now. Please (6) _.Li

38、steningSuggested AnswersUnit 5 Switchboardtransfer check Operatorgo ahead put you through room numberSuggested Answers(1) Operator (2) room number(3) check (4) transfer(5) put you through (6) go aheadTask 3 Listen to the conversation in Task 2 again and fill in the blanks with the words or expressio

39、ns provided in the box.ListeningUnit 5 SwitchboardTask 4 Mr. Williams needs to get up early tomorrow. Now he is calling the operator to ask for a wake- up call. Listen to the conversation and fill in the wake-up call record sheet with the information you hear.ListeningSuggested AnswersUnit 5 Switchb

40、oardWake-up Call RecordDateGuestNameRoomNo.Time&Date forWake-up CallRecordedbyHandledbyRemarksSuggested AnswersListeningUnit 5 SwitchboardTask 4 Mr. Williams needs to get up early tomorrow. Now he is calling the operator to ask for a wake- up call. Listen to the conversation and fill in the wake-up

41、call record sheet with the information you hear.Wake-up Call RecordDateGuestNameRoomNo.Time&Date forWake-up CallRecordedbyHandledbyRemarksSeptember11thBillWilliams8156:00 a.m.,Saturday,September12thOperator 1. When the guest asks to be woken at a certain time, the operator first asks for his name an

42、d room number. 2. The operator repeats the time and date of the wake-up call to confirm the facts with the guest. 3. The guest calls the operator on Saturday. 4. At the end of the conversation, the operator wishes the guest a pleasant “Good night”.Task 5 Listen to the conversation in Task 4 again an

43、d decide if the following statements are true (T) or false (F).ListeningSuggested AnswersUnit 5 SwitchboardSuggested Answers1. T 2. T 3. F 4. FListeningTask 5 Listen to the conversation in Task 4 again and decide if the following statements are true (T) or false (F).Unit 5 SwitchboardSpeakingTask 1

44、Read and practice the conversation in pairs.Guest (G): Id like to make an international call.Operator (O): Certainly, sir. Which country are you calling?G: America.O: Could you tell me the receivers name and telephone number, please?G: Annie Hofmann in Washington D. C., and her number is 5216907.O:

45、Is this a pay call?G: No, its collect.O: Person-to-person or station-to-station?G: Person-to-person.Unit 5 SwitchboardSpeakingTask 1 Read and practice the conversation in pairs.O: May I know your name and room number, please?G: Tom Bauer in Room 1520.O: Thank you, Mr. Bauer. Could you hang up and wa

46、it a moment? We will call you when we are connected with Ms. Hofmann.(The phone rings in Mr. Bauers room.)G: Hello!O: Operator. May I speak to Mr. Bauer?G: Speaking.O: Ms. Hofmann is on the line. Go ahead, please.Unit 5 SwitchboardSpeakingTask 2 Discuss with your partner the job procedure of making

47、international calls with the help of the conversation in Task 1, and put the following steps in the correct order.A. Asking for the type of the phone call;B. Asking the guest to wait;C. Telling the guest the line is through;D. Asking for the other partys name and number;E. Asking for the guests name

48、 and room number;F. Calling the other.Correct order: _Suggested AnswersUnit 5 SwitchboardSuggested AnswersCorrect order: D A E B F CSpeakingTask 2 Discuss with your partner the job procedure of making international calls with the help of the conversation in Task 1, and put the following steps in the

49、 correct order.Unit 5 SwitchboardSpeakingTask 3 Tina Green, a guest in Room 1206, wants to call her friend Fred Blake in London through the hotel switchboard. Make up a conversation similar to the one in Task 1 with the expressions given in the box, and then act it out in pairs.Id like to make an in

50、ternational call.Fred Blake. And his number is 7012890.Ill pay the call.Person-to-person, please.Speaking.Which country are you calling?Which city, please?Could you tell me the receivers name and telephone number, please?Who is paying for the call?Would you like to make a person-to-person call or a

51、station-to-station call?Suggested SampleUnit 5 SwitchboardSuggested Sample (1)Guest (G): Id like to make an international call.Operator (O): Certainly, sir. Which country are you calling?G: Britain.O: Which city, please?G: London.O: Could you tell me the receivers name and telephone number, please?G

52、: Fred Blake. And his number is 7012890.O: Who is paying for the call?G: Ill pay the call.O: Would you like to make a person-to-person call or a station-to-station call?SpeakingUnit 5 SwitchboardSuggested Sample (2)G: Person-to-person, please.O: May I know your name and room number, please?G: Tina G

53、reen in Room 1206.O: Thank you, Miss Green. Could you hang up and wait a moment? We will call you when we are connected with Mr. Blake.(The phone rings in Miss Greens room.)G: Hello!O: Operator. May I speak to Miss Green?G: Speaking.O: Mr. Blake is on the line. Go ahead, please.SpeakingUnit 5 Switch

54、boardSpeakingTask 4 The hotel operator receives a collect call from Robert Clark through international operator. He wants to speak to Andrew Nelson, a guest in Room 1520. She connects the line. Please role- play the situation, following the steps in the boxes with the help of the expressions provide

55、d below.Unit 5 Switchboard See Next PageSpeakingUnit 5 Switchboard International Operator: Connect the line with hotel operator.Tell the operator which place thecall is from, the receivers nameand room number.Tell the operator its a collect call.Tell the operator the callers fullname.Wait until the

56、line is through. Hotel Operator: Step oneAnswer the call.Ask who will pay for the call.Ask for the callers name.Ask the caller to hold on.Step twoCall Room 1520 and ask to speak to Mr. Nelson.Tell the guest the call information, and ask whether the guest will accept the charges.Ask the guest to hold

57、 the line.Step threeConnect the line.Tell the international operator the line is through. Guest: Answer the phone.Agree to receive the call.SpeakingUnit 5 SwitchboardInternational OperatorThis is Chicago for Mr in RoomOperatorStep oneIs this a pay call or a collect call?May I know whos calling, plea

58、se?Step twoHotel Operator. May I speak toI have a collect call from inWill you accept the charges?Please hold the line.Step threeHello will acceptthe call.Go ahead, please.Suggested SampleSuggested Sample (1)Operator (O): Good evening! Operator.International Operator (IO): This is Chicago for Mr. An

59、drew Nelson in Room 1520.O: Is this a pay call or a collect call?IO: Its collect.O: May I know whos calling, please?IO: Yes, Robert Clark.O: Thank you. Just a moment, please.(The operator calls Room 1520.)SpeakingUnit 5 SwitchboardSuggested Sample (2)O: Hotel Operator. May I speak to Mr. Andrew Nels

60、on, please?Guest (G): Speaking. Whats the matter?O: I have a collect call from Mr. Robert Clark in Chicago. Will you accept the charges?G: OK.O: Thank you. Please hold the line.(The operator speaks to the International Operator.)O: Hello. Mr. Nelson will accept the call. Youre through now. Go ahead,