酒店英語(yǔ)unit4

1、Unit 4Operator Service I. Warming up1、Try to guess the meaning of the following types of phone calls.a.Local callsb.Long-distance callsc.Station-to-station callsd.Person-to-person callse.IDD phonesf.Collect callsNotes: 1. a person-to-person call 叫人電話叫人電話 這是指定對(duì)方姓名的國(guó)際電話，這是指定對(duì)方姓名的國(guó)際電話， 由于需加算叫人費(fèi)用，由于需加算叫

2、人費(fèi)用， 所以比叫號(hào)電所以比叫號(hào)電話貴。但是，在被指定的人接聽(tīng)之前并話貴。但是，在被指定的人接聽(tīng)之前并不計(jì)費(fèi)，而且如果被指定的人不在時(shí)，不計(jì)費(fèi)，而且如果被指定的人不在時(shí)，只收手續(xù)費(fèi)。只收手續(xù)費(fèi)。2. station call (station-to-station call) 叫號(hào)電話叫號(hào)電話 打電話的人同意跟任何接電話的人講打電話的人同意跟任何接電話的人講話，只要電話一接通，無(wú)論打電話者期待話，只要電話一接通，無(wú)論打電話者期待的受話人是否在場(chǎng)，均計(jì)算長(zhǎng)途電話費(fèi)，的受話人是否在場(chǎng)，均計(jì)算長(zhǎng)途電話費(fèi)，但收費(fèi)較叫人電話便宜。但收費(fèi)較叫人電話便宜。3. collect call (reverse c

3、harge call) 接話人付費(fèi)電話接話人付費(fèi)電話 該方式需由接線員問(wèn)明對(duì)方是否愿意付該方式需由接線員問(wèn)明對(duì)方是否愿意付費(fèi)，才予接通，費(fèi)用與叫人電話相同。出費(fèi)，才予接通，費(fèi)用與叫人電話相同。出差時(shí)打電話回單位，或想節(jié)省費(fèi)用時(shí)可打差時(shí)打電話回單位，或想節(jié)省費(fèi)用時(shí)可打接話人付費(fèi)電話。接話人付費(fèi)電話。4. credit card call 信用卡記帳電話信用卡記帳電話 先向電信局申請(qǐng)為期半年或一年的信用先向電信局申請(qǐng)為期半年或一年的信用卡，打國(guó)際電話時(shí)使用，通話費(fèi)用由信用卡卡，打國(guó)際電話時(shí)使用，通話費(fèi)用由信用卡契約所指定的公司或個(gè)人支付。但一些國(guó)家契約所指定的公司或個(gè)人支付。但一些國(guó)家不辦理此項(xiàng)業(yè)

4、務(wù)。不辦理此項(xiàng)業(yè)務(wù)。5. International Call Service Station 國(guó)際長(zhǎng)途臺(tái)國(guó)際長(zhǎng)途臺(tái)I. Warming up2、When you make an international call，you need to know the country code. Which country code do you know and try to list as many as you can.I. Warming upCountries and Regions國(guó)家或地區(qū)國(guó)家或地區(qū) 國(guó)際域名縮寫國(guó)際域名縮寫 電話代碼電話代碼Australia 澳大利亞澳大利亞 AU 61

5、Austria 奧地利奧地利 AT 43Belgium 比利時(shí)比利時(shí) BE 32Canada 加拿大加拿大 CA 1China 中國(guó)中國(guó) CN 86France 法國(guó)法國(guó) FR 33Germany 德國(guó)德國(guó) DE 49Greece 希臘希臘 GR 30Hongkong 香港香港 HK 852Italy 意大利意大利 IT 39Japan 日本日本 JP 81Korea 韓國(guó)韓國(guó) KR 82Thailand 泰國(guó)泰國(guó) TH 66II. Post introductionThe hotel operator. VocabularyOperatorTelephone etiquetteTransfe

6、r telephone callLong-distance callStation-to-station callPerson-to-person callIDD callCollect call. VocabularyRoom-to-room callIn-house callCountry callArea callService directoryPut sb. throughEmergentFluentpronounce. VocabularyWell-informedSightseeingEntertainmentTransportationInteractionPerception

7、PropertyBeneficial. Useful sentences 1、picking up the phone and greeting the callerGood morning！This is the operator. How may I help you？Good afternoon！This is the Great Wall Hotel. How can I help you today？. Useful sentences 2、transferring calls for guestsA moment，please. Ill put you through.Can yo

8、u wait a moment，please？The line is busy now.Im afraid theres no reply from room 1510.Would you like to leave a message？. Useful sentences 3、Arranging wake-up call serviceWe offer wake-up call service either by operator，by knocking at your door，or by the in-room computer system. Which would you prefe

9、r？At what time shall we call you？May I have your room number，please？. Useful sentences 4、informing guests on how to make different kinds of telephone calls from their roomFor room-to-room calls，please dial the room number directly.For calls inside the city，please dial 9 first and then the telephone

10、number.For calls outside the city，please dial 0 first and then the area code and the number.For international calls，please dial international prefix number first，then country code，then the area code ，and finally-the number. Situational dialogue . Task practice1、list as many words related to the oper

11、ator service as you can.2、list as many useful sentences related to the operator service as you can.3、write down the requirements for operators in large hotels.Challenges and solutions1、What do you know about telephone etiquette？2、Do you know how to offer telephone message service for guests？3、How do you offer wake-u