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					   Chapter 8
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
     2013/3/26         Presentation   page 8
                  Dialogue 1
         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.
Pre-listening questions:
1) To which country is the fax sent?
2) Under what conditions can the service charge be
   waived?

 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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           Dialogue 2
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.
 Pre-listening questions:
 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
services.
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
        the moment.
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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             Dialogue 3
        Photocopying Service
Context: Mrs. Barbara White goes to the business
           center . She’d like the clerk, Yu Ying, to
           photocopy the document for her.
Pre-listening questions:
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
        you?
Guest: Good afternoon. I’d like to have this
         photocopied.
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
         reduce it?
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
       well.
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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                   Dialogue 4
                  Postal Service

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
Pre-listening questions:
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
        90, please.
Guest: OK. Here is the money for the postage.
Staff: Thank you, Miss. Here are your change and
        the receipt.




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        Vocabulary Study
Business center    商务中心

Service charge     服务费

Go through         (传真等)发过去

Waive              放弃,免收费用

Telephone Bureau   电话局

Possibility        可能性

Out of paper       纸用完了

Check on           核对

Document           文件

Comprehensive      综合性的

Communications
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                   通讯,通信
                    Presentation   page 24
Facility           设备,工具
Secretarial        秘书的,有关秘书事物的
Assistance         援助,帮助
Meet the need of   满足……的需要
Business guest     商务客人
Type               打字
At the moment      此刻,现在
Sample             样本
Font               字体
Expect             期待,希望
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Tough            难对付的,费力的,棘手的
Appreciate       感激,感谢
Draft            草稿
Correction       修改
Print            打印
Arrange          安排
Put down         记下,记下……的姓名(地址等)
Photocopy        复印,复制,抄本
Manuscript       原件,原文
Reduce           减少,缩减
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Come out         结果是,显现
Staple           装订(用订书机)钉住
Staple-machine   订书机
Receipt          收据,发票
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)
Express          快递邮件;快运;快汇;快速的
urgent           紧急的;急迫的
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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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                         Exercise 1:
 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
                        parcels
5. -----mail          e. think or believe that something will
                         happen or come




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                          Exercise 2:
     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
 招呼客人
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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 介绍服务项目

We can meet the needs of guests. We can
_______for you.
send a fax
type a document
Photocopy the document
Send an E-mail
Send letters



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  主动提供服务
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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  询问客人信息

May I have                   ?

The fax number?

Your name?

Your room number?

Your telephone number?

The address of the party’s E-mail?



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  询问客人的具体要求

________would you like              ?
How many copies…it
How small…it
How large…it
What size…it
How big…the print




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询问客人邮寄的方式
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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 表明马上完成客人的要求

OK. I’ll          right now.
See to it
Take care of it
Arrange it
Deal with it
Finish it




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请客人签字
Here is______. Would you please sign your name,
here?
The receipt
The change
The saved disk
Your fax we received this morning
Your EMS we received just now




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   2. Answer the following
         questions
a. What would you say when a guest steps into the
   business center?
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
   again?
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
    service?
h. What would you say to the guest if the job is rather
    tough?
i. What would you say if you want to contact the guest
    later?
j. What would you say to let the guest sign the bill or
    receipt when delivering something to him?




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               Exercise 1:
     Listen to the short dialogues.
Fill in the blanks. Then practice with
              your partner.
    Dialogue 1
    Staff: Good afternoon. Sir.
    Guest: Good afternoon. I’d like to send a fax.
    Staff: ___________
    Guest: To America




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Dialogue 2
Staff: Here’s the first draft. __________ and make
necessary corrections.
Guest: OK. Could you make the type a little large?
Staff: No problem. _________ ?
Guest: That’s looks a lot better.
Dialogue 3
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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Dialogue 4
Staff: Good morning, miss.              ?
Guest: Good morning. Can you mail this letter for
         me?
Staff: Certainly, miss. How would you like to send
       it, ________ or ______?
Guest: By airmail, please.




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Dialogue 5
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. ____________?
Dialogue 6
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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                     Exercise 2:
    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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          Exercise 3:
  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. _______________?
Guest:
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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                 Exercise 4:
     Complete the dialogue orally with the
             Chinese prompts.

Staff:                    (早上好,先生!能为您效劳
       吗?)
Guest: Good morning. I’d like to send a letter to
        Canada.
Staff: Yes._______________ (您想寄航空邮件还是普
       通邮件?)
Guest: How long dose it take by airmail?
Staff: ___________________ (大约一星期)                Guest:
That’s too long.
Staff:_____________________ (很紧迫吗?)
Guest: Yes. These designs must reach my company in
        Canada within 3 days.


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Staff:               (如果那样的话,您可以寄特快专
     递)
Guest: How long dose that take?
Staff:____________________ (最多三个工作日)
Guest: That’s great. I will send it by EMS then.
Staff: ______________________(那好,请先填一下这张
      表,然后把它和信一起交给我.)
Guest: All right.
        (After a while)
Staff: _________________________ (顺便问一下,邮资
      是多少?)



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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
份材料,要双面复印,比原稿缩小四分之一,颜色调深一点,每份材料各
复印四份.复印费是每张一元,共复印了四十八张,张婷为他装订好,并
开好发票.请你和你的同桌准备这个对话 并在班上表演.

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
中心饿魏明告诉他每间客房书桌下面都有上网接头,但他没有带手
提电脑,要租用商务中心的电脑,魏明告诉他上网的费用是每小时20
元,Mr. Henry Ford 共用了55分钟,他称赞电脑使用起来方便,用现金
付款后,魏明开了发票给他.请你和你的同桌准备这个对话,并在班上
表演.
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
每页是25元,并要求她挑选字体样本,第一次的初稿达出来以后,顾萍请
Miss. Jane Black 要求字体大一点,最后顾萍还为她存盘,文件名是“布
莱克的信”,这样以后需要改动或重新打印时费用就会低一点.请你和
你的同桌准备这个对话,并再班上表演.


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                 Letters

  英文书信有三种常见的格式:齐头式(blocked style),因为比较简单
、省时,是较流行的格式.信文各部分均在左端齐头排列,包括收新人的
地址、标题、结束敬语及签名等.半齐头式(semi-blocked style),除内文
是齐左端排列外,其余均与缩进式相同.缩进式(indented style)是传统的
英国信函格式,内问本段的第一个字均向内推进2至5个字母位.这种编
排令整个信封看起来很平衡,但较为费时,先已较少采用.

  信函的结构通常有以下10个部分组成(1)信头(letterhead),又称回信
地址(return address),包括寄信人的地址或公司的名称、地址、电话、
电传、传真号、邮政编码以及信函编号(reference number);日期
(date),(2)日期应该写在写信人地址的下方,英式写法是按日月年的顺
序,美式写法按照月日年的顺序;(3)信内地址(inside address),除一般社
交信函
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正式的商务信函必须有信内地址,信内地址应该写在信笺的左上
方,约在日期下两行.信内地址中的收件人地址应与信封上的一
致.(4)称呼(salutation),称呼一般放在信内地址的下两行;(5)主题
行(subject line);此项多用于商务信函中,指用几个词,简要概括信
函的主题,使收信人一目了然,及时处理.(6)正文(body),是信函的
主体,是全信最重要的部分.写信时可根据要表达的内容把正文分
成几个段落,作到层次分明、语言得体,简明扼要,措辞礼貌,自然
诚恳;(7)客套敬语(complimentary closing),类似于中文书写末的
“此致敬礼”等,应与称呼相适应.通常放在正文下两行;(8)签名
(signature),通常放在敬语的下方,最好是写信人的亲笔,手签后也
可以附打字全名;(9)经办人代号(reference initials),通常是写信人
和打字员的姓名的首字母,放在签名下方两行;(10)附件
(enclosure),随信如有附件,通常在信笺的左下角注明.一般的信函
主要包括日期、称呼、正文、客套敬语、签名等.下面是齐头式
的格式:



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                           Letterhead
 ___reference
____date
____inside name and address
____salutation
____heading
___________________________________________
_________________________
               letter’s body


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•   _______________________________
•   ____complimentary closure
•   ____signature
•   ____name and title
•   ____enclosure




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                                   Great Wall Hotel
                                     25West Lake Road
                                      Hangzhou
                                      P.R. China
                                      March 10, 2005
Mr. Peter Scott
Universal corporation of the U.S
276Quality Street
Los Angeles, California
U.S.A
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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!
                                Yours sincerely,
                                      Zhang Hua

     2013/3/26            Presentation             page 58
The Hotel Business Center

Pre-reading questions:
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-
mail.
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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
proper way.


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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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               Exercise 1:
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
                                       设备
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
                       需要



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        Exercise 2:
    Substitution Practice
1. Large modern hotels contain tastefully
   decorated guest rooms.
       a. elegantly decorated
       b. well-equipped
       c. comfortable
       d. spacious and bright




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2.The guests can take advantage of comprehensive
   communications facilities and secretarial
   assistance.
a. Advanced
b. Modern
c. Multi-functional
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
   guests.
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
   information
d to keep up with the needs of modern hotels




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ntation             page 71

				
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