1、Answer keyUnit 1Activity 1 Task A 1. supervisor 2. operations 3. guest services 4. transport 5. responsibility 6. staff training Activity 2 Task A 1-B； 2-A； 3-D； 4-C； 5-F； 6-ETask D A-5; B-10; C-9; D-13; E-1; F-14; G-15; H-2; I-8; J-3; K-11; L-6; M-7; N-16; O-12; P-4.Activity 3 Task A F: Front Offic
2、e Supervisor P: PeterF: Hey, Peter, you seem exhausted, something (1) wrong?P: This morning there came a picky guest in our (2) department.F: A picky guest? Why do you say that?P: Can you imagine? He is always (3) complaining!FOS: For what is he complaining about?P: Almost everything: the atmosphere
3、, the (4) air conditioner, the service.F: Really? And how do you deal with him? P: How can I deal with him? I just keep (5) smiling, answer his questions patientlyand try to meet his demands.F: Oh, you are really doing your job! You know, despite their being unpleasant,(6) complaints should be welco
4、med by us.P: I do understand that. The guest is the God, and they are always right.F: As a matter of fact, in most cases, complaints from our guests are (7) helpful to us.They can tell us what needs to be corrected and improved. Whats more, bycomplaining, the guest is actually giving us another chan
5、ce to provide satisfyingservice. And thereby we can reduce the (8) potential loss as much as possible,which may be caused carelessly.P: So I have to remain polite and nice to the guest no matter how particular he is.F: Its our (9) responsibility to provide our guest with good service, and in some wa
6、ywe represent our hotel.P: You mean that the business of our hotel depends on us to a (10) certain degree, because we are people-pleasers.F: Aha, you said it.Task B F: Front Office Supervisor T: TracyF: Hey, Tracy, I was told that you (1) had a quarrel with one of our guests this morning, is that tr
7、ue?T: Eh-yes. But she was always finding a quarrel in a straw.F: OK, Tracy, I do (2) understand your feeling, but you know, its our job andresponsibility to satisfy our guests. And your response to the matter is really notsensible enough.T: Sensible? How can one be sensible facing such a (3) particu
8、lar person?F: If you dont take her criticism personally, you wont be so defensive.T: I see. And can you tell me how I can (4) cope with the complaints and criticisms of the guests properly? So if I am unlucky enough to meet such kind of situation again, I will be able to handle it correctly.F: Sure,
9、 the most important rule is to keep cool on hearing complaints and criticisms.Be patient, polite and helpful. No matter what complaints the guest makes, listento him or her with attention, respect and sincerity. Your impatience and indifference will only make the situation (5) worse.T: So you mean a
10、t this moment, my attitude plays an important role.F: You (6) catch on well. In fact, by showing your deep concern for the matter andyour determination to settle it, you have solved the problem by half.T: And another half is to provide the guest with possible solutions.F: Thats right! And if the gue
11、st is not satisfied with your solution, or its beyond yourreach to give a (7)satisfying answer, you may turn to me or other members whohave the rights to solve the problem satisfactorily.T: Anyway, I will not argue with our guests any more. It does not help at all.F: You do know (8) your business. A
12、nd, you are not supposed to be defensive, or toblame other members, either. They are also of no help.T: All right. I promise.Task C F: Front Office Supervisor G: Guest F: Good morning, sir, may I help you?G: Good morning. I have just arrived here. I know little about Beijing. Do you have some (1) re
13、commendations for sightseeing?F: Certainly. I suggest you first visit some historic sites like the Forbidden City, the Summer Palace and the Temple of Heaven. They all (2) represent the history of the city.G: That sounds great. Is the transportation convenient?F: Yes, of course. The subway will take
14、 you directly to the Forbidden City. For the other two, you just need to take a transferring bus or a taxi after (3) getting off the train. Alternatively, you could book a day tour and take a guided trip.G: Thats nice. What about other (4)places of interest？F: You know, great changes have taken plac
15、e in Beijing. If you are interested in seeing the (5) modern side of the city, you could have a look at the Central Business Districts and do some pleasant shopping. You could go to the International Trade Center Zone, the Financial Street or ZhongGuan Village for digital products. They are all loca
16、ted near the (6) subway stations. Besides, the Birds Nest and the Water Cube are also worth (7) visiting.G: Fantastic. I think I really need to plan my trips in this large city. There are so many places to go.F: Yes. Why dont you take a free (8) traveling brochure here? It can give you a lot of useful information, including restaurants lists.G: Oh, thats great. Thank you very much for your help.F: You are welcome. Have a good day!3
