Service at the Business Center
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• Part I Dialogues
• Part II Vocabulary Study
• Part III Listening and Speaking
• Part IV Practical Writing
• Part V Feature Reading
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Sending a Fax for a Customer
Context: Yu Qing is the Business Center for Evergreen
Hotel in China. She is receiving the hotel guest, Mr.
kevin Green, who what to send a fax.
1) To which country is the fax sent?
2) Under what conditions can the service charge be
Staff: Good morning, sir. what can I do for you?
Guest: Good morning. I’d like to send a fax.
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Staff: To which country, please?
Guest: Canada. What’s the rate for a fax to Canada?
Staff: To Canada, it’s RMB 20 per minute, plus service
charge. The service charge is 20%.
Guest: That’s fine.
Staff: And if the fax goes though but isn’t clear, we waive
the service charge but you still must pay the fee for
the telephone line.
Guest: Even if the fax can’t be read?
Staff: I’m afraid so.
Guest: Can I know the reason?
Staff: Because the Telephone Bureau charge us for the
use of the line even if the quality of the fax is poor.
Guest: I see.
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Staff: I’m sorry, we have an error report. Would you like me
to try again?
Guest: what’s wrong?
Staff: I’m not sure. There are a few possibilities. The other
side may be out of paper, or maybe they don’t have
their fax machines hooked up to their phone. Would
you like them to check on it?
Guest: Well, yes, I would like to call them.
( After the call, the clerk tries again.)
Staff: Ok. It went through this time.
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Typing a Document for a Customer
Context: Yu Qing is the clerk of the Business Center for
Evergreen Hotel in China. She is receiving a
hotel guest, Mr. Bob Saxton, who has some
documents to be typed.
1) How many pages does the guest want to typed?
2) When does the guest expect to get the typed document?
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Staff: Good morning, sir. May I help you?
Guest: Yes, I’d like to know some information on your
Staff: Certainly. You’ve found that we have
comprehensive communications facilities and
secretarial assistance. So we can meet the needs of
our business guests.
Guest: That’s fine. I have some documents to be typed at
Staff: Is the whole document in English?
Guest: Yes. Could you tell me the rate of typing?
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Staff: For typing English, RMB 15 one page and printing,
RMB 10 per page . Here’s sample of our fonts.
Which would you prefer?
Guest: This one, please.
Staff: Yes. How many pages are they in all?
Guest: It will be about 18 pages.
Staff: When do you expect to get them, please?
Guest: I hope they will be ready before 4:00 p.m.
Staff: Well, it’s rather a tough job, but we’ll try our best to
finish it on time.
Guest: Good. I really appreciate your efforts.
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Staff: May I have your name and room number, sir? After
we have finished the first draft, we’ll ring you to
check it and make necessary corrections. After that,
we’ll print the final daft.
Guest: Ok. My name us Bob Saxton, and my room
number is 1218.
Staff: Waite a minute, Mr. Saxton. Let me put down your
name and room number. All right, see you later.
Guest: See you later.
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Context: Mrs. Barbara White goes to the business
center . She’d like the clerk, Yu Ying, to
photocopy the document for her.
1) What size would the customer like the copy to be?
2) How many copies does the customer want?
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Staff: Good afternoon, madam. What can I do for
Guest: Good afternoon. I’d like to have this
Staff: Well, your manuscript is not very clear, madam.
I’m afraid the copy will not be very good.
Guest: Just try one page and let me see.
Staff: OK. How about this one, madam?
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Guest: Hmm. … Maybe we can try it a little darker.
Staff: Certainly. I’ll try it again . How about this one?
Guest: Good, that’s little better. By the way ,can you
Staff: No problem. How small would you like it, please?
Guest: Half the size.
Staff: I see. Now you can find that this comes out quite
Guest: That’s fine.
Staff: How many copies do you want, madam?
Guest: Four copies, please.
Staff: Would you like me to staple them, madam?
Guest: Yes, please. What’s the charge?
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Staff: RMB 28, madam.
Guest: Here you are.
Staff: Thank you, madam. Here is the receipt.
Please keep it.
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Context: Miss Helen Jones, a guest in Evergreen
Hotel, wants to mail letter to America. Li Hui,
the clerk of the hotel, is receiving her
1) Does Miss Jones send letters and Christmas cards
by air or by surface mail?
2) How much is the total postage?
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Staff: Good morning. Miss. May I help you?
Guest: Good morning. Can you mail this letter for me?
Staff: Certainly, Miss. Would you want it to go by
ordinary air mail or by express?
Guest: By express, please. It’s urgent.
Staff: Yes, by express.
Guest: By the way, Christmas is drawing near. I’d like
to send several letters and Christmas cards to
my family and friends in America. Would you
please mail them for me?
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Staff: No problem. How would you like to send them,
by air or by surface mail/
Guest: How long does it take to go by surface mail?
Staff: Around half a month.
Guest: Oh, it’s too long. How long does it take by air?
Staff: Maybe a week, Miss.
Guest: I prefer it by air. I really hope my family and
friend can receive them before Christmas.
Staff: Thank you. What is the total postage?
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Staff: Let me check. … The total postage is RMB
Guest: OK. Here is the money for the postage.
Staff: Thank you, Miss. Here are your change and
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Business center 商务中心
Service charge 服务费
Go through (传真等)发过去
Telephone Bureau 电话局
Out of paper 纸用完了
Check on 核对
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Meet the need of 满足……的需要
Business guest 商务客人
At the moment 此刻,现在
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Put down 记下,记下……的姓名(地址等)
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Come out 结果是,显现
Postal service 邮政服务
Christmas Card 圣诞卡
Mail 邮寄(英国用post) ;邮件,邮递
Surface mail 普通邮件(与航空邮件相对而言)
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By air 由航空寄发邮件,通过航空途径
Regular mail 普通信
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Match the expressions on the left with the best meaning
on the right.
1. -----charge a. needing prompt decision or action
2. -----urgent b. that from which something is copied
3. -----expect c. price asked for good or services
4. -----original d. government system of collecting,
carrying, delivering, letters and
5. -----mail e. think or believe that something will
happen or come
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Complete the following with words or expressions
from the dialogues.
1. First you need the company’s f----- -----. Make sure the
pages are in the right order.
2. Here ‘s the first draft. please c----- it and make any
necessary corrections, and then I’ll print the final draft.
3. I’m afraid this didn’t c----- -----very well.
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4. I was about to make a c----- of this document when the
paper jammed and it stopped working.
5. How long will it take to Los Angeles by e----- a-----?
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1. Functional Sentences
Good morning, sir. ____________
What can I do for you?
May I help you?
Can I help you?
How can I help you?
How may I help you?
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We can meet the needs of guests. We can
send a fax
type a document
Photocopy the document
Send an E-mail
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Would you like me ?
To try again?
To try it a little darker
To try it a little lighter?
To reduce it smaller?
To photocopy on both sides of the paper?
To staple these for you?
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May I have ?
The fax number?
Your room number?
Your telephone number?
The address of the party’s E-mail?
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________would you like ?
How many copies…it
How big…the print
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Do you wish to send the letter_________?
By ordinary air or by express?
By ordinary air or a registered mail?
By airmail or surface mail?
By regular letter or EMS?
By registered express or EMS?
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OK. I’ll right now.
See to it
Take care of it
Deal with it
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Here is______. Would you please sign your name,
The saved disk
Your fax we received this morning
Your EMS we received just now
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2. Answer the following
a. What would you say when a guest steps into the
b. How would you answer if a guest asks what service
you can offer?
c. What information would you wish to get first when
sending a fax for a guest?
d. What would you say when offering your service
e. What would you say to get the guest’s requirements?
f. How would you ask the guest how he wishes the
mail to be sent?
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g. What would you say when promising to offer a quick
h. What would you say to the guest if the job is rather
i. What would you say if you want to contact the guest
j. What would you say to let the guest sign the bill or
receipt when delivering something to him?
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Listen to the short dialogues.
Fill in the blanks. Then practice with
Staff: Good afternoon. Sir.
Guest: Good afternoon. I’d like to send a fax.
Guest: To America
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Staff: Here’s the first draft. __________ and make
Guest: OK. Could you make the type a little large?
Staff: No problem. _________ ?
Guest: That’s looks a lot better.
Staff: Well, your original is not very clear. _________ to
try it a little darker?
Guest: Yes, just try one page first and let me see.
Staff: OK. ________________?
Guest: Fine. That’s a little better.
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Staff: Good morning, miss. ?
Guest: Good morning. Can you mail this letter for
Staff: Certainly, miss. How would you like to send
it, ________ or ______?
Guest: By airmail, please.
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Staff: I’d like to know some information on your service.
Guest: Yes. We have modern communications facilities
and secretarial assistance. So we can________
all our business guests.
Staff: That’s fine. I have some documents to be typed
at the moment.
Guest: Here’s a sample of our fonts. ____________?
Staff: How much is the total postage?
Guest: ____________ thirty-six dollars.
Staff: OK. Here is the money for the postage.
Guest: Thank you. ___________Would you please
sign your name here, please?
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Listen and fill in the missing information.
The customer’s requirement:____________________
The first copy reduced:_________________________
The size of the first copy: ________________________
The size of the second copy:_____________________
Which is darker:_______________________________
Why the front page seems darker:_________________
The clerk makes the front page:___________________
How many times the clerk has tried:_______________
How many copies the customer wants:_____________
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Listen and fill in the blanks.
Staff: Good afternoon. sir._______________?
Guest: Good afternoon. I’d like to ___________.
Staff: No problem. ___________________________?
Guest: ____________ Just try one page first and let
me see, please.
Staff: One page comes out, sir. _______________?
Staff: Hmm… Can you make it a___________?
Guest: Certainly. The first one is__________;
then_______What about this one?
Staff: The size seems proper but the_______________
Guest: Let’s get it lighter. How’s this one?
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Guest : Well,________________.
Staff : Yes, ______________Would you like me to
Guest : Yes, let’s try again .
Staff : What do you think of this one? Is this all right?
Guest : It’s looks a lot better.___________, please.
Staff : Wait a minute, please.________________.
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Complete the dialogue orally with the
Guest: Good morning. I’d like to send a letter to
Staff: Yes._______________ (您想寄航空邮件还是普
Guest: How long dose it take by airmail?
Staff: ___________________ (大约一星期) Guest:
That’s too long.
Guest: Yes. These designs must reach my company in
Canada within 3 days.
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Guest: How long dose that take?
Guest: That’s great. I will send it by EMS then.
Guest: All right.
(After a while)
Staff: _________________________ (顺便问一下,邮资
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Guest: Fifty-six dollars, please.
Staff: __________________ (这是邮费)
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Exercise 5: Role Play
Mr. Mike Gray 上午到宾馆的商务中心,请工作人员张婷为他复印两
Mr. Henry Ford 想查看公司秘书发给他的电子邮件并回复,宾馆商务
元,Mr. Henry Ford 共用了55分钟,他称赞电脑使用起来方便,用现金
Miss Jane Black 请商务中心的顾萍为她打印一封英文信.顾萍告诉她
Miss. Jane Black 要求字体大一点,最后顾萍还为她存盘,文件名是“布
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____inside name and address
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• ____complimentary closure
• ____name and title
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Great Wall Hotel
25West Lake Road
March 10, 2005
Mr. Peter Scott
Universal corporation of the U.S
Los Angeles, California
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Dear Mr. Scott,
Our hotel can offer ten double rooms from
the 10 to 15 of May, and all of them are located
on the 16 floor. The price of each room is $180
per night including breakfast. If a 20% discount
is wanted, we will not provide breakfast free of
charge. Than you for your consultation. A
beautiful scenic spot with hills and waters, the
hotel is good palace for travels and holidays.
Welcome to the Great Wall Hotel!
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The Hotel Business Center
1) What can modern hotels offer to guests?
2) What can a fax machine do?
3) Why are the principles to be followed by the
personnel in Business Center?
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The Business Center plays an increasingly
important part in modern hotels. Large modern
hotels contain not only tastefully decorated guest
rooms but also advanced facilities to meet the
needs of all business guests. We live in the age of
information. Modern hotels also offer international
communications, telephone, telex, fax, typewriting,
duplicating and so on. All this makes it possible for
hotel guests to take advantage of comprehensive
communications facilities and secretarial assistance
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while staying at hotels. With the help facilities in
business centers, they can cope with their business
effectively, conveniently and in time, which makes
modern hotels more attractive.
A fax machine can send and receive an exact copy
of any image—typescript, handwriting, drawings or
photographs. When sending a fax for a guest, the clerk
should make sure whether the fax machine has been
hooked up to the telephone as well ad whether the
party’s number is correct. If the original paper is too
thin, the correct way is to copy the original first.
Sometimes a fax can’t go through. In that case, the
clerk may suggest the customer call the other side to
check on the connection of fax machine and placing
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paper. Usually, the charge for sending a fax consists of
the telephone line and the service charge. If the fax
goes through but isn’t clear, the latter can be waived but
the former can’t.
Before typing, the clerk should understand the
requirements of typing and printing of the guest. The
sample of fonts is provided for the guest to choose.
While typing, the clerk should carefully distinguish every
letter, including whether it is a capitalized or in lower-
case letter. After the first draft, the guest is asked to
check and to make some necessary corrections. If
everything is the way the guest wants, the final draft can
be printed. In order to avoid viruses, the clerk only use
their own disks to save the typed document
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For the guest for one month.
The photocopier may be one of the most
common facilities in any Business Center. The best
copying effect is attained by trying adjusting the
color and size more than once. So the clerk often
asks the guest: ”Would you like me to try it lighter?”
or “would you like me to reduce it a bit?” or “What do
you think of it?” and so on.
Nowadays people prefer to use the cheapest
and fastest way to communicate with others—E-
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The Business Center provides the guest with the
computer to get on to the Internet. Sometimes the
clerk in the Business Center will send E-mail after
the guest types the message.
The postal service in the Business Center
covers wide range. The clerk should be familiar
with various postal kinds, including their rates and
the time .It is necessary for the clerk to offer guests
some useful information to help them choose the
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From what has been mentioned above, the staff of
the Business Center should be good at operating
various modern communication facilities. They must
be master advanced techniques and skills to cater to
the needs of guests. Besides, patience, carefulness
and enthusiasm are still the principles to be followed
by the personnel working in the Business Center.
Superior service and advanced facilities will make
guests feel pleasant and convenient and, make the
hotel become their last impressive memory.
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choose from below an appropriate Chinese
to match each equivalent in the passage.
装饰典雅 先进设备 信息时代 综合通讯
文秘服务 打字文本 复印机 文体样本
仔细辨别 大写字母 小写字母 避免病毒
复印效果 上互联网 满足顾客
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1. Large modern hotels contain tastefully
decorated guest rooms.
a. elegantly decorated
d. spacious and bright
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2.The guests can take advantage of comprehensive
communications facilities and secretarial
d. Audio and visual
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3. The Business Center provides the guest with
the computer to get on to the Internet.
a. To send E-mail
b. To receive E-mail
c. To purchase by e-commerce
d. To download important documents
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4.The postal service in the Business Center covers
wide range, including mailing letters for guests.
a sending EMS foe guests
b sending postcards for guests
c sending parcels foe guests
d receiving EMS of guests
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5.They must be trained to master advanced
techniques and skills to cater to the need of
a to meet the needs of all business guests
b to satisfy the needs of special guests
c to accept the challenge of the age of
d to keep up with the needs of modern hotels
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