***********Guest’sInquiryonthePhoneUnit88UNITAfterwefinishthisunit,youareenabledto:HotelphoneetiquetteObjectivesHandleguest’sinquiryonthephoneExplainhowtomakedifferentcallsGuest’sInquiryonthePhoneContentsUnit8Guest’sInquiryonthePhoneTheoperatoratHismileHotelanswersthephone.Theguestwantstoknowhowtomakeaphonecallfromtheroom.Theoperatorexplainshowtomakeroomtoroomcall,localcallandinternationalcall.Afterlearningthisunit,youarerequiredtofinishthefollowingtask.Tasks1.Whatcanyouseeinthepictures?Pleasedescribethem.2.Trytomakeastoryonyourimagination.ConversationUnit8Guest’sInquiryOnthePhoneContext:AmyisreceivingacallattheOperator…operator[??p?re?t?(r)]n.电话接线员，总机Operator.HowmayIassistyou?（这里是）总机，有什么能帮到您的？charge[t?ɑ:rd?]n.费用Thereisnochargeforhousecalls.酒店内部打电话不收费。NewWordsandExpressionslist[l?st]v.列于表上ThecountrycodesarelistedintheServiceDirectory.各国的国家代码都列在服务指南上了。response[r??sp?ns]n.反应，回答Thereisnoresponse.对方无应答。NewWordsandExpressionsmessage[?m?s?d?]n.留言Couldyoutakeamessageforme?您能给我带个口信吗？pass[p?s]v.传递I’llpassthemessagetohim.我会把这个口信带给他的。NewWordsandExpressions电话铃响在3声之内接起。电话机旁准备好纸笔进行记录。确认记录下的时间、地点、对象和事件等重要事项。告知对方自己的姓名。IndustryKnowledge接电话四原则FunctionalPatternsHowtomakecallsinhotel酒店如何打电话1Youcandialdirectlyfromyourroom.您可以直接由房间里打出去。2Thereisnochargeforhousecalls.内线电话不收费。3Madam,you’rethroughnow.女士，给您接通了。4ThecountrycodesarelistedintheServiceDirectory.国家代码列在服务指南上了。5Thankyouforyourcalling.感谢来电。6Whichcountryareyoucalling?请问您要打到哪个国家？7I’mafraidthelineisbusynow.对不起，电话占线。8CouldyouwaitamomentwhileIputyouthrough?请您稍等，我帮您接通电话。9I’mafraidthereisnoresponse.很抱歉对方没有应答。10Wouldyouleaveamessageforhim?您能给他留个口信吗？SOPforAnsweringGuest’sEnquiryWorkingProcedureⅠ