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1、Unit3communicationTextDialogue1Dialogue2WordlistNotesReadingComprehensionTextGuestforemostOurhotelsreceiveguestsfromallovertheworld.Itisthepleasedandsatisfiedgueststhatkeepthehotelindustrybooming.我们的饭店接待来自世界各地的宾客。正是心满意足、深感愉快的宾客保证了饭店业的兴旺发达。TextGuestforemostServingguestsisindeedanart.Serviceisunder
2、standing,anticipatingandfulfillingneedsofothers,anddoingitgraciouslyandwillingly.服务宾客实在是一门艺术。所谓服国，就是满腔热情、心甘情愿地去理解、预测并满足别人的需求。TextGuestforemostTherefore,weoughttolearnsomethingaboutthe“HierarchyofNeeds”因此，应该了解一下人类需求层次表。TextGuestforemostOncealevelofneedissatisfied,itisnolongeramotivator.Andthenextn
3、eedupthehierarchybecomesvitaltous.每当一个层次的需求获得满足，它就不再是行为的动力了；而比它高一层次的需求就变得至关重要TextGuestforemostWhoevertheguestis,heorshemustbetreatedasaVIP.Whateverthereasonableneedis,itmustbewellunderstoodandfulfilled.无论宾客是谁，我们都应当视之为贵宾。无论他们的需求是什么，只要合理，就必须得到理解并予以满足。TextGuestforemostInthissense,wesayservicefirstan
4、dguestsforemost.Goodserviceisablendingofcourtesyandefficiencywithouteitherfamiliarityorservility.正是在这个意义上，我们提出“服务第一，宾客至上”。优质服务融温文有礼和讲求效率于一炉，但绝不意味着轻佻和奴婢膝Dialogue1TelephoneserviceSituation:Thetelephonerings.Theoperator(O)picksupthereceiveratthethirdring.Dialogue1TelephoneserviceO:Goodevening.Operat
5、orspeaking.MayIhelpyou?G:Oh,yes.I’mleavingforhometomorrow.I’dliketoinformmywifeinChicagoofmyreturn.MayIusethephoneinmyroom?Dialogue1TelephoneserviceO:Certainly,sir.WehaveIDDsysteminourhotel.Justdialthecountrycode,theareacodeandnumberyouwant.Dialogue1TelephoneserviceG:Isee.Onemorething,I’dliketopl
6、aceamorningcall.O:Noproblem,sir.Atwhattimedoyouneedthemorningcall?G:Sixo’clocksharp,please.Dialogue1TelephoneserviceO:MayIhaveyournameandroomnumber,please.G:JackRobinsoninRoom408.(Theoperatorrepeatstheorder.)Dialogue1TelephoneserviceO:AnythingelseIcandoforyou,sir?G:No,thanksforyourhelp.O:You’rewe
7、lcome.Dialogue2SendingafaxSituation:TheBusinessCenterclerk(C)isreceivingaguest(G).C:Goodmorning,sir.MayIhelpyou?G:Goodmorning.Couldyousendafaxforme?Dialogue2SendingafaxC:Yes,sir.Whereto,please?G:It’stotheNewYorkCity.C:
