Part 1 Unit 4 Operator

1、Unit Four Operator,Learning Objectives,In this unit you will learn: What are the telephone principles? What are the operators duties? How can the operator help guests with message leaving, international call dialling and wake-up call making?,Snapshot, Reading Tip,Operators are busy in a hotel. They

2、should provide phone service patiently, politely and clearly with pleasant voice. A qualified operator could know how to fulfill guests requests on the phone.,A General Switchboard operator is responsible for,Providing advisory service 咨詢服務(wù),Giving directions 游客問路,Making wake-up call 叫醒電話,Transferrin

3、g phone calls 轉(zhuǎn)接電話,Dealing with complaints G: Guest) O: Good morning, City Wall Hotel. What can I do for you? G: Good morning. Id like to call Room 1228. O: Sure, sir. May I know the guests name, please? G: Peter White. O: Please wait for a moment, (Check room list) I will transfer your call to Room

4、 1228. G: Thank you.,(A few seconds later) O: Thank you for waiting. But Im afraid Mr. Write is not in at this moment. Would you like to leave a message? G: All right. O: May I have your name? G: David Smith. O: Your message, please. G: Please tell Mr. White Ill wait him in the Lobby Bar at 2:00 pm.

5、 O: Ive got it. Mr. Smith, you will wait Mr. White in the lobby Bar at 2:00 pm. Is that right? G: Thats right. Thank you. You are so kind. O: My pleasure, sir. Thank you for calling. Good-bye.,Read Dialogue 1 and answer these questions:,Who does Mr. Smith want to speak to? What is the message?,Befor

6、e the reading (Q the rest are “phone callers”. 2. Operator is a busy position, so the phone keeps ringing. The eight operators answer the different calls at the same time. 3. The callers may ask for any kind of services from operator. And the operator should take corresponding reaction properly.,D.

7、Choose the correct answer. 1. , what can I do for you? A. Operator B. Operation 2. Please wait for a moment; I will your call to room 1228. A. give B. transfer 3. Please the line and leave your message when you hear the beep. A. on B. hold 4. How can I make an direct dial call from my room? A. inter

8、national B. foreign 5. Id like to have a at 6:30 tomorrow morning by operator. A. reservation B. wake-up call,6. An operator should be patient, friendly and . A. helpful B. helpless 7. The outside is 10, and the weather forecast says a is coming. A. temperatures . story B. temperature . storm 8. Please an umbrella and warm when you are going out. A. take.keep B. twitch.have 9. You can make a call from your room. A. direct B. directly 10. will relax your facial muscles and you sound more sweet and friendly. A. Smiling B. Smile,E. Suppose you would like