DutiesatWorkUnit2英語服務類職業模塊understandthetalksaboutdutiesatworktalkaboutworkproceduresanddutiesatahotelfrontdeskreadaboutthedutiesofasecretarywriteanemailforworkimprovedutyawarenessandcommityourselftoworkLearningObjectivesAfterlearningtheunit,youwillbeableto01WarmingUp02ListeningandSpeaking04CultureNotes05LanguagePractice06ProblemSolving07Self-assessment03ReadingandWriting01WarmingUp看圖片，匹配相應的服務。Lookandmatch.dothelaundrycheckoutmakeareservationdothehousekeeping1offerthebellservicecheckinsettleacomplaintwelcomeaguest234makeareservationwelcomeaguestcheckinofferthebellservice看圖片，匹配相應的服務。Lookandmatch.5678dothehousekeepingdothelaundrysettleacomplaintcheckoutdothelaundrycheckoutdothehousekeepingsettleacomplaintmakeareservationofferthebellservicecheckinwelcomeaguest02ListeningandSpeaking聽錄音，勾選正確的句子。Listenandtick.1)Theserveristakinganorder.()

Theserverisbringingthebill.()2)Theshopassistantiswelcomingthecustomer.()

Theshopassistantislisteningtothecustomer’scomplaint.()3)Thebellmangivesdirectionstotheguest.()

Thebellmanhelpswiththeguest’sluggage.()4)Theagentisbookingaticketforthecustomer.()

Theagentisplanningatourforthecustomer.()錄音原文Script1) A:

I’dlikesomethingtoeat.

B:

Certainly.Hereisthemenu.2)A:

Hello,madam.WhatcanIdoforyou？

B:

I’mlookingforagiftformydaughter.3)A:Hello,sir.Letmetakeyourluggage.

B:Thankyouverymuch.4)A:

Canyourecommendagoodtourformyholiday?

B:Sure.HowaboutatourtoSydney?聽對話，補全缺失內容。Listenandcomplete.MayIhaveyourpassportThebellmanwilltakeyoutoyourroomEnjoyyourstaywithusHaveyoumadeareservationWouldyouliketobookasingleroomWouldyousignheretoconfirmABCDEF(Ben,areceptionist,ishelpingaguestcheckinatthefrontdesk.)Ben: Goodafternoon.WelcometoSpringHotel.WhatcanIdo

foryou?Guest:Goodafternoon.I’dliketocheckin,please.Ben:Certainly,madam.1)

?Guest:Yes.

Ben: MayIhaveyourname,madam?Guest:EmilyJones.Ben: Waitamoment,please.I’llcheckitforyou.Oh,yes,

we’vegotyourreservation.Asingleroomforthree

nights.CheckinginataHotelD聽對話，補全缺失內容。Listenandcomplete.MayIhaveyourpassportThebellmanwilltakeyoutoyourroomEnjoyyourstaywithusHaveyoumadeareservationWouldyouliketobookasingleroomWouldyousignheretoconfirmABCDEFGuest:

Yes,that’sright.Ben:

OK,madam.2)

?Guest:

Yes,hereyouare.(ThenBengetsthepassportwithbothhands,scansit,andgivesitbacktotheguest.)Ben:

Thankyouforwaiting,madam.Thedepositis200 dollars.Howwouldyouliketopay?Guest:

Bycreditcard.Ben:

Thankyou.I’llswipe200dollarsofpre-authorization asyourdeposit.CheckinginataHotelA聽對話，補全缺失內容。Listenandcomplete.MayIhaveyourpassportThebellmanwilltakeyoutoyourroomEnjoyyourstaywithusHaveyoumadeareservationWouldyouliketobookasingleroomWouldyousignheretoconfirmABCDEF(Benswipesthecreditcard.)Ben:

Pleaseinputthepasswordofyourcard.Guest: OK.Ben:

Thankyou,madam.3)

?Here’syourkeycard, Room716.Guest:

OK.Andwhatisthetimeforbreakfast?Ben:

It’sfrom6:00to10:00onthesecondfloor.Ourhotel

hasjustupdatedthelockingsystem.4)

and

showyouhowtounlockthedoor.Guest:

OK.Thankyou.CheckinginataHotelFBListen,numberandretell.再聽對話，排序并復述。A.gettheguest’spassport,scanitandgiveitback.B.asktheguesttopaythedepositandsignhernametoconfirm.E.greettheguestandaskwhethershehasmadeareservation.D.askabellmantotaketheguesttoherroom.C.asktheguest’snameandcheckthereservation.1234F.givethekeycardtotheguest.56I’mBen.WhenIhelptheguestcheckin,I...根據所給信息，與同伴表演對話。Actandpractice.IDcard/passportcreditcard/WeChatPay/UnionPaycardinputyourpassword/scantheQRcodeA:OK,madam/sir,mayIhaveyour________?B:Sure,hereyouare.A:Thankyou.Thedepositis800yuan.Howwouldyouliketopay?B:By________.A:Thankyou.Please_______.03ReadingandWritingTickandread.勾選出秘書的工作職責，讀文章并核對答案。needslessvocationaltraining.answersphonecallsandemails.preparesformeetings.receivesguests.keepsrecords.servesmealstoguests.AsecretaryIamRuth.IhadvocationaltrainingforthreeyearsatXinhuaVocationalSchool.NowIworkasasecretaryinacarcompany.Iamfamiliarwithofficefacilities,suchasofficesoftware,scanners,printers,andmanyotherelectronicdevices.Mymaindutiesaretoanswerphonecalls,sendandansweremails,receiveguests,keeprecords,makemeetingsortravelarrangements,preparedocuments,workwithotherdepartmentsandgivefeedbacktotheboss.LastFriday(April13),mybossMr.SmithtoldmetoprintoutameetingagendaforhimandinvitesomeclientstothemeetingonthefollowingMonday.Themeetingwasscheduledat1:00p.m.Icalledtheclientsonebyoneandtoldthemthetimeandvenue.ThenIbegantomakesomenecessaryarrangementsforthemeeting.First,Iphotocopiedsomedocumentstobeusedatthemeeting.ThenIpreparedtheconferenceroomonthethirdfloor.Iarrangedtheguests’seatsandputtheirnamecardsontheconferencetable.Sincetherewouldbesomeforeignguestsatthemeeting,Iarrangedforsimultaneousinterpretation.Therewouldbeabreakforrefreshmentsat3:00p.m.,soIorderedsomecakes,drinks,andfruitstobedelivered.Tickandread.勾選出秘書的工作職責，讀文章并核對答案。TheDutiesofaSecretaryOnMondaymorning,IreceivedeachguestwithasmileandshowedthemaroundourcompanywithMr.Smith.Intheafternoon,Isatinthemeetingroomandmadenotes.Itwasaverybusyday,butIwasquitehappywithmyjob.Tickandread.勾選出秘書的工作職責，讀文章并核對答案。TheDutiesofaSecretary1)RuthhasbeentrainedtosellcarsatXinhuaVocationalSchool.2)Ruthoftenmakestravelarrangementsforherboss.5)RuthwasverybusythatMondaybutshewashappy.4)Ruthsatinthemeetingroomandtranslatedfortheforeignclients.3)Mr.SmithprintedoutthemeetingagendaforRuth.再讀文章，判斷正誤。Readandjudge.Disscussandanswer.與同伴討論，回答問題。1)WhatdutiesdoesRuthdoasasecretary?2)Doyouthinkbeingasecretaryisverydifficult?Thedutiesaretoanswerphonecalls,sendandansweremails,receiveguests,keeprecords,makemeetingortravelarrangements,preparedocuments,workwithotherdepartmentsandgivefeedbacktotheboss.It’snotverydifficultifyouhavethequalificationsandworkhard.思考并撰寫電子郵件。Thinkandwrite.Mr.JohnSmith,managerofacompany,isoutonbusiness.HewritesanemailtohissecretaryRuth,askinghertoprepareforameeting.1?April15 ?meetingonnextMonday?themeetingagenda ?alltheclients?necessaryarrangementsTo:RuthXXX@163.comSubject:1)

.HiRuth,Therewillbeameetingon2)

.Pleaseprintout3)

andinvite4)

tothemeeting.Andmakesome5)

forthemeeting.Thanks.JohnSmithMeetingonnextMondayApril15themeetingagendaalltheclientsnecessaryarrangementsTip電子郵件可以讓世界上任何一個角落的網絡用戶之間非常快速地進行聯系。它可以采用文字、圖片、聲音和視頻等多種形式，極大地方便了人與人之間的溝通與交流。電子郵件的基本要素是收件人、主題、正文和署名。思考并撰寫電子郵件。Thinkandwrite.SupposeyouareRuthLee.Writeanemailtoalltheclientstoinformthemofthemeeting.2To:(fillintheemailaddressesofallclients)Subject:

.

.

..Bestwishes.RuthLeeXXXCompanyMeetingonnextMondayHereweinformyouofthemeetingonnextMonday.It’sscheduledat1:00p.m.intheconferenceroomofourcompany.Pleasebeontime.04CultureNotesCulturalNotes.在中國，除了傳統的銀聯支付（UnionPay）外，移動支付已越來越被人們認可，主要有支付寶（Alipay）和微信支付（WeChatPay）等。在國外，移動支付雖不如國內這么通用，但也有不同于中國的移動支付方式，例如Paypal和ApplePay。在歐美國家，人們慣用的支付方式還是信用卡。目前，越來越多的國家和地區開始不同程度地接受中國的移動支付方式，這為國人出行國外提供了更多便利。05LanguagePractice聽錄音，選擇答案。Listenandchoose.1)Theconversationisbetween_________.A.asecretaryandasalesmanB.aticketsellerandacustomerC.asalesmanandacustomer2)________paintingsaregoingtobeshowninArtsHall.

A.VanGogh’sB.ZhangDaqian’sC.QiBaishi’s3)Thecustomermakesareservationfor_________people.

A.twoB.threeC.four4)Thecustomerpays__________yuan

foreachticket.

A.50B.100C.2005)Themethodofpaymentis_________.

A.bycreditcardB.byAlipayC.incash錄音原文ScriptA: Goodafternoon.WelcometoArtsHall.WhatcanIdoforyou?B: Goodafternoon.Isthereanyshownextweek?A: Yes.ThereisapaintingshowofZhangDaqian.B: Great.I’dliketomakeareservationfortheshow.A: Howmanypeopleisthisreservationfor?B: Four,please.A: That’s200yuan.Howwouldyouliketopay?B:

Incash.Speakandpractice.根據所給信息，與同伴練習對話。Situation1A:YouarePeter.Youcalltomakeareservationforasingleroom.YouwillarriveonJuly2andstaythereforfivenights.Youneedtogiveyourcellphonenumber.B:Youareareceptionistatthefrontdesk.Youreceivethecallandasksomequestions.Speakandpractice.根據所給信息，與同伴練習對話。Situation2A:YouareLinda.Youcalltobooktickets.Youwillcometoa

musical(音樂劇)withyourparents.Themusicalwillbeat6:30p.m.onMay1.Youneedtogiveyourcellphonenumber.B:Youareareceptionistinthetheater.Youreceivethecallandasksomequestions.Speakandpractice.根據所給信息，與同伴練習對話。Situation1B:Goodafternoon.ThisisSpringHotel.WhatcanIdoforyou?A:Goodafternoon.I’dliketomakeareservationforasingleroom.B:Whenwillyouarrive?A:IwillarriveonJuly2andI’llstaythereforfivenights.B:OK,onesingleroomforfivenightsfromJuly2.A:Yes.B:MayIhaveyourcellphonenumber？A:1678533.Speakandpractice.根據所給信息，與同伴練習對話。Situation2B:Goodafternoon.ThisisFancyTheater.WhatcanIdoforyou?A:Goodafternoon.I’dliketomakeareservationforthemusicalat6:30onMay1.B:Howmanypeopleisthisreservationfor?A:Three.B:OK,threeticketsforthemusicalat6:30onMay1.A:Yes.B:MayIhaveyourcellphonenumber？A:1678533.1)Thebellmanstoodbythegateofthehotelto__________

theguests.2)Theflightis__________

toarriveat8:45,butit’srunning20minuteslate.3)Thehotelhasspecial__________

toprovideservicefordisabledguests.4)Pleaseconfirmyour___________oftheflightbyFriday.5)Asupervisorintheworkshopneedstobe_________withtherunningmethodsofall

machines.6)I’mtryingto_________myworksothatIcanhaveacoupleofdaysoffnextweek.arrangereceivescheduledfacilitiesreservationreceiveclientfamiliarreservationorderschedulefacilityChooseandcomplete.選擇詞語，用適當形式填空。familiararrangeReadandjudge.讀有關辦理酒店入住的句子，判斷正誤。Whenworkingatthefrontdeskatahotel,1)yougreetguestsbyshakinghandswhentheycheckin.2)youcheckupguests’reservationsonthecomputerbeforetheygiveyou

theirnames.3)youaskforproofofguests’identification,suchastheirIDcardsorpassports.4)youaskguestshowtopaythedeposit.5)youtellgueststheirroomnumbersaftertheygettotheirrooms.6)youleadgueststotheirroomsinperson.選擇語句，補全關于避免活動13中錯誤行為的句子。Chooseandwrite.askaboutguests’

names1)Whenyoureceiveguests,youshould_________.2)You________

beforeyoucheckuptheirreservationsonthecomputer.3)You

________andgivethemthekeycardsbeforetheygototheirrooms.4)You________

toleadthegueststotheirrooms.greetthemwithasmileaskthebellmantellgueststheirroomnumbersgreetthemwithasmileaskaboutguests’namestellgueststheirroomnumbersaskthebellman06ProblemSolvingSituationYouworkasasecretaryinMarvelGroup.Yourboss,Mr.Edison,istalkingabouthisplantogotoNewYorknextweek.“I’mawayfromApril15toApril21.Ineedaroundtripticket.I’dliketostayinFourSeasonsHotelonthe13thAvenue.IhaveabusinessmeetingtherefromApril17to18.Onthe19,ImeetMr.Blackatlunchandtwoclientsatdinner.Onthe20,IvisitNewYorkBusinessCenter.”Nowworkwith