Chapter 8 Service at the Business Center. page 22015-9-11 Presentation.

Chapter 8Service 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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Dialogue 1 Sending a Fax for a

CustomerContext: 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

CustomerContext: 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 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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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?

Dialogue 3 Photocopying Service

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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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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?

Dialogue 4 Postal Service

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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 StudyBusiness center

Service charge

Go through

Waive

Telephone Bureau

Possibility

Out of paper

Check on

Document

Comprehensive

Communications

商务中心

服务费

(传真等 )发过去

放弃 ,免收费用

电话局

可能性

纸用完了

核对

文件

综合性的

通讯 ,通信

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Facility

Secretarial

Assistance

Meet the need of

Business guest

Type

At the moment

Sample

Font

Expect

设备 ,工具

秘书的 ,有关秘书事物的

援助 ,帮助

满足……的需要

商务客人

打字

此刻 ,现在

样本

字体

期待 ,希望

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Tough

Appreciate

Draft

Correction

Print

Arrange

Put down

Photocopy

Manuscript

Reduce

难对付的 ,费力的 ,棘手的

感激 ,感谢

草稿

修改

打印

安排

记下 ,记下……的姓名 (地址等 )

复印 ,复制 ,抄本

原件 ,原文

减少 ,缩减

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Come out

Staple

Staple-machine

Receipt

Postal service

Christmas Card

Mail

Surface mail

Express

urgent

结果是 ,显现

装订 (用订书机 )钉住

订书机

收据 ,发票

邮政服务

圣诞卡

邮寄 (英国用 post) ;邮件 ,邮递

普通邮件 (与航空邮件相对而言 )

快递邮件 ;快运 ;快汇 ;快速的

紧急的 ;急迫的

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By air

Regular mail

由航空寄发邮件 ,通过航空途径

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

parcels5. -----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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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?

主动提供服务

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May I have ?

The fax number?

Your name?

Your room number?

Your telephone number?

The address of the party’s E-mail?

询问客人信息

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________would you like ?

How many copies…it

How small…it

How large…it

What size…it

How big…the print

询问客人的具体要求

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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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OK. I’ll right now.

See to it

Take care of it

Arrange it

Deal with it

Finish it

表明马上完成客人的要求

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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 2Staff: 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 3Staff: 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 4Staff: 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 5Staff: 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 6Staff: 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

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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

Chapter 8 Service at the Business Center. page 22015-9-11 Presentation.

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