Chapter 7

1. Chapter 7 Operator Service

8. Part I Dialogues • Part II Vocabulary Study • Part III Listening and Speaking • Part IV Practical Writing • Part V Feature Reading

9. Dialogue 1 Transferring Calls • Context: Li Xia is the operator for Evergreen Hotel. • She is receiving a call from a guest, whose • name is John James. • Pre-listening questions: • How would you tell guests to make room-to-room calls? • How would you tell guests to make calls inside the city?

10. Staff: Good afternoon. This is the Operator. How may I help you ? Guest: Good afternoon. I’d like to call my friend. He is staying in the main building of the hotel. Could you put me through? Staff: For room-to-room calls, please dial the room number directly. There is no charge for house calls. Guest: Thank you for the information. By the way, how shall I get through to a client in another hotel of this city?

11. Staff: For calls inside the city, please dial 9 first and then the number. Guest: I see. Well, what about phone calls outside the city I’d like to call Guangzhou. Staff: For calls outside the city, please dial 0 and then the area code and the number. Guest: Oh, first 0 and then the area code and the number. Staff: That’s right.

12. Guest: How can I make an international call? Staff: You may call direct from your room and it’s cheaper. Guest: Oh, I didn’t know that. Staff: The country codes are listed in the Service Directory in your room. Please dial 300 before the country code and then dial the area code and the number. Guest: I see. Thank you very much. Staff: You’re welcome, sir.

13. Dialogue 2 A Long-distance Call • Context: Mr. Tony Black, a guest of Evergreen • Hotel, wants to book a long-distance • call. Lu Ying, the operator of the hotel, • is receiving him on the phone. • Pre-listening questions: • Is it a person-to-person call or a station call? • To whom does Mr. Tony Black want to call?

14. Staff: Good morning. Evergreen Hotel. Operator. How may I help you? Guest: Good morning. I’d like to book a long- distance call to America. Staff: All right. A person-to-person call or a station-to-station call, sir? Guest: Person-to-person. Staff: Could you tell me the party’s full name and the telephone number, please? Guest: Yes, it’s John Hopkins and the number is U.S.A 801-5858671.

15. Staff: Mr. John Hopkins at U.S.A 801-5858671. Guest: That’s right. Staff: May I have your name and room number, please? Guest: Yes, it’s Tony Black and I’m in Room 1108. Staff: Mr. Tony Black in Room 1108. Guest: That’s right. Staff: Could you hang up, please? Now wait in the room and we will call you back. I’ll connect you with the International Call Service Station right now. Guest: OK. (A few minutes later)

16. Staff: May I speak to Mr. Tony Black, please? Guest: Speaking. Staff: This is the Hotel Operator. The Overseas Operator is on the line. Go ahead, please.

17. Dialogue 3 Wake-up Call Service • Context: Mrs. Mary Stern wants to be woken up • the next morning. The operator, Lu Jun, • is explaining to her how the time is set. • Pre-listening questions: • At what time does Mrs. Mary Stern want to be woken up? • How can Mrs. Mary Stern change the set time?

18. Staff: Good afternoon. Operator speaking. How may I help you? Guest: Yes, I’d like to be woken up tomorrow morning. Staff: Certainly, madam. At what time? Guest: At around 6:30 a.m. Staff: We have a computer wake-up service. Please dial 5 and then the time. For 6:30 a.m., dial 5 first and then 0630 for the time. There must be five digits in the final number.

19. Guest: That’s to say I should dial 50630, is it right? Staff: That’s correct, madam. After that you have to dial your room number. Guest: I see. By the way, can I change the set time? Staff: No problem. Please dial your new wake-up time. The computer will cancel the entered time. Guest: Do you use a twenty-four hour timetable? Staff: Yes, we use a twenty-four hour clock. Guest: Oh, I see. Staff: My name is Lu Jun, madam. If you have further inquiries, please don’t hesitate to contact me. Guest: You’ve made it clear. Thank you for your help. Staff: It’s my pleasure.

20. Dialogue 4 Dealing with an Emergency • Context: A hotel guest, Miss Jane Harris, is going to the airport this afternoon, but she can’t find her passport. She is calling the operator, Lu Jun, for help. • Pre-listening questions: • What’s the matter with Miss Jane Harris? • Where has her passport been left?

21. Staff 1: Good morning. How can I help you? Guest: Yes, my passport was lost. Staff 1: I’m sorry to hear that. I’ll put you through to Security Department right away. Staff 2: Good morning.Security Department. May I help you? Guest: Miss Jane Harris from Room 1816. My passport is missing. Staff 2: Don’t worry, Miss Harris. Have you checked your purse or elsewhere? Guest: Yes, I’ve found everywhere, but I can’t find it. This afternoon I’m going to the airport. What shall I do?

22. Staff 2: Where have you been this morning, Miss Harris? Guest: Only to the dining-hall for breakfast. Staff: Oh. Let me ring the captain first. Would you please hang up and wait a moment, Miss Harris? If any information turns up, I’ll give you a call. Guest: Thank you. I’m waiting for your call in my room. (After a while) Staff 2: May I speak to Miss Harris? Guest: Speaking. Staff 2: Miss Harris, your passport has been left in the dining-hall.

23. Guest: Oh, I’m so careless! Thank you for your help! And when can I get it back? Staff 2: You may go to the Lost and Found Office right now. Please remember to take your ID card with you. Guest: I will. Thank you very much. Staff 2:Our pleasure. Have a good journey in the afternoon.

24. Vocabulary Study 话务员,接线员 转接电话 留言 长途电话 收费 内线电话 主楼 为某人接通电话 拨号 顺便说 Operator n. Transfer call Take a message Long-distance call Charge v. Room-to-room call Main building Put sb. Through Dial v. By the way

25. Get through to Client n. Area code Overseas call Service Directory Hang up On the line Wake-up call Digit n. Digital adj. 与某人电话联系 顾客,客人 区号 越洋电话 服务指南 (电话)挂断 (电话)接通 叫醒电话 数字 数字的,数码的

26. Set time Cancel Twenty-four hour timetable Twenty-four hour clock Passport n. Check v. Captain n. Turn up The Lost and Found Office ID Card = Identity Card 设定时间 取消,撤消 二十四小时制 二十四小时制 护照 检查 领班 出现,来到 失物招领处 身份证

27. Exercise 1: Match the expressions on the left with the best meaning on the right. 1. -----transfer a. examine in order to learn whether something is correct 2. -----charge b. cross out; say that something already arranged or decided upon will not be done, will not take place, etc. 3. -----cancel c. change position, move 4. -----passport d. ask as a price, ask in payment 5. -----check e. government document to be carried by a traveler abroad, giving personal particulars

28. Exercise 2: Complete the following with words or expressions from the dialogues. • The c---- c----are listed in the Service Directory in your room. • A p------- call can only be accepted by the particular person you are calling. • Shall I connect you with the O----O----?

29. 4. From the Shenzhou-V(神州五号),astronaut Yang Liwei told his family he felt“very good” in space. That was really a L----D----Call. 5. Hold on, please. I’ll p----you t----right now.

30. 1. Functional Sentences 接线员接到电话时打招呼 Good afternoon. This is the operator. Li Xia speaking. What can I do for you? This is Great Wall Hotel. Can I help you? This is the operator. May I help you? This is the General Switch Board. How can I help you? Operator. Li Xia speaking. What can I do for you?

31. 告诉客人如何打各类电话 For ,please dial . Room-to-room calls…the room number directly. Calls inside the city…9 first and then the number. Calls outside the city…0 and then the area code and the number. International direct-dial calls…International Prefix. Number first and then Country Code, Area Code and the number.

32. 询问电话类型 Is it or ,sir? A person-to-person call…a station call A station-to-station call…a person-to-person call A collect call…a pay call A credit card call…a pay call

33. 了解通话者的有关信息 May I have ,please? Your full name Your room number Your telephone number Your full name and room number

34. 了解受话人的有关信息 Could you tell me ,please? The party’s full name The party’s telephone number The name of the person you wish to speak to How to spell the party’s name

35. 请客人稍等，为其接通电话 A moment, please. I’ll connect you. I’ll get the number for you. The line is busy. I’ll switch you over. I’ll connect you the International Call Service Station right now.

36. 2. Answer the following questions • What would you say when you receive a call from a room guest? • What would you say to tell a guest how to make house calls? • what would you say if the guest wants to know how to make calls inside the city? • How would you ask which type of long-distance calls the guest wants to make? • How would you ask which country the guest wants to call?

37. f. How would you get relevant information about the guest who calls? g. What would you say to get the information about the other party? h. What would you say to ask the guest to wait a minute? i. What would you say to tell the caller that the Overseas Operator is on the line? j. What would you say to tell the caller that the guest isn’t in?

38. Exercise 1: Listen to the short dialogues. Fill in the blanks. Then practice with your partner. Dialogue 1 Staff: Good afternoon. This is the operator. Guest: Good afternoon. I’d like to make a house phone. Staff: For room-to-room calls, Guest: Thank you for the information.

39. Dialogue 2 Staff: Good morning. Operator. Guest: Good morning. How shall l get through to a friend in the city? Staff: For calls inside the city, please dial 9 first and Guest: I see. Thank you very much. Dialogue 3 Staff: . .How may I help you? Guest: Good morning. I’d like to book a long- distance call. Staff: Excuse me for asking, but which country , ? Guest: Australia.

40. Dialogue 4 Staff: Good morning. .What can I do for you? Guest: Yes, I’d like to make a collect to Vancouver, Canada. The number is 604- 737-2513. Staff: your name and room number, please? Guest: Yes, it’s Mary Hill from Room 1703.

41. Dialogue 5 Staff: Good morning. I’d like to call the Airlines. Could you give me the phone number, please? Guest: Certainly. .I’ll check for you. The airport office number is 763- 2531. Staff: Thank you. Would you please give me the downtown office number again? Guest: OK. of the downtown office Is 551-6161. Dialogue 6 Guest: I’d like to be woken up tomorrow morning. Staff: No problem. We have a . And at what time will you be woke up? Guest: At about 7:00 a.m. Staff: Please dial 5 and . There must be five digits in the final number.

42. Exercise 2: Listen and fill in the missing information. Booking: call To which country: The customer wants to make: call The party’s name: The party’s telephone number: The customer’s name: The customer’s room number: Who will pay the call: The operator will connect: Station The customer waited:

43. Exercise 3:Listen and fill in the blanks. Staff: Good afternoon. This is the Operator. Guest: Good afternoon. I’d like to book Staff: Excuse me for asking, but which country are you calling? Guest: To Canada. Staff: All right. Do you like to make a person-to-person call or ,madam? Guest: I’ll make . Staff: Is it a or a pay call? Guest: I think I’ll . Staff: Could you tell me and , please? Guest: Yes, it’s and is 604-376- 1325. Staff: I see. May I have and ,please? Guest: This is from . Staff: Let’s see. You’d like to make a pay call to

44. Canada. The number is . You’d like to call Mr. Jack Hudson. You are Mrs. Betty Hudson of Room 1502. Is that correct? Guest: That’s right. By the way, when can I expect the call? Staff: .Could you ,please? I’ll connect you with the Station right now. Guest: OK. (Ten minutes later.) Staff: May I speak to Mrs. Betty Hudson, please? Guest: Speaking. Staff: Operator. is on line. .

45. Exercise 4: Complete the dialogue orally with the Chinese prompts. Staff: (早上好.我是预定部的 Julia.有何吩咐?) Guest: This is Henry Smith calling from Australia. I’d like to reserve a room, please. Staff: .(好的,史密斯先生.您要哪 天的房?) Guest: From June the 14th Staff: ( 您要住几天?) Guest: Four nights please. Staff: (也就是六月十八日结帐离店. 您打算要哪种房型,史密斯先生?) Guest: I’d like a double room for my wife and myself. What’s the rate?

46. Staff: (标准双人间每天四百元.豪华双人间四百八十元.) Guest: I’ll take a deluxe double. It is about 60 US dollars per night, isn’t it? Staff: (是的,史密斯先生.你们要豪华双 人间,时间从六月到六月十八日共四天,是这样吗?) Guest: Yes, that’s right. Staff: (你们几点钟到店?) Guest: Around 4:00 p.m. By the way , do you have the airport shuttle bus? Staff: ( 是的,史密斯先生.我们在机场 有接待处.只要联系那里的机场代表,他们将会向您 提供帮助.)

47. Guest: That’s fine. Thank you. Goodbye. Staff: .(谢谢您打来电话,史 密斯先生.期待您的光临.再见.)

48. Exercise 5: Role Play 你是长青(Evergreen)饭店总机的接线员，主楼一位客人有要事通知住在西楼(the West Building)的同事，询问如何打内线电话。你告诉他西楼先拨3，再拨房间号。如果对方不在，可以再打电话给你，你会尽力帮助他。请你和同桌准备这个对话，并在班上表演。 你是长青饭店的总机接线员，接到1203房间的客人Mr. Ben Richards的电话，他要挂个长途电话到纽约，打叫人电话给Mrs. Susan Richards，她的电话号码是1786-5746。理查兹先生直接付款。请你和同桌准备这个对话，并在班上表演。

49. 假如你是长青饭店总机接线员，接到市内一位名叫Mr. Carol Newman 的人打来的电话，他要邀请1028房间的莫尔夫妇(Mr.& Mrs. More)晚上7：30在海鲜馆(Sea Food Restaurant)赴宴，因为莫尔夫妇当时不在房间，Mr. Carol Newman请你转达口讯并留下了电话号码53321818，请莫尔夫妇回到宾馆后马上与他联系。请你和你的同桌准备这个对话，并在班上表演。

50. Hotel Confirmation Correspondence 电话留言要记录来电的日期、具体时间、来电要求通话的人、打电话的人以及电话内容，电话内容包括打电话的目的、要求，及进一步联系的方法等。记录电话留言时文字要简洁，但重要内容不能遗漏，联系的电话号码、时间、地点要记录准确，最后要写上记录者的名字。