旅游英语
Unit Ten
1 Text
2 Situational Conversation
3 Practical Writing
4 Supplementary Reading
旅游英语 Unit Ten--Text
The Staff’s Perception of Work
Value and Internal Service
旅游英语
Nouns
perception n,察觉,感知;理解,领悟
paycheck n,工资
compensation n,赔偿;补偿;报酬
forefront n,前线;最前面
gateway n,入口,;通道;途径;方法,手段
poster n,海报;告示栏
hygiene n,卫生;保健学
administrator n,管理者;行政官员;主管
mentor n,导师;指导者
executive n,行政官;执行者
supervisor n,监督人;管理人;监察人
Words and Expressions
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
Verbs
flip v,轻扔,翻(纸牌等)
recruit v,招聘;吸收(新成员);招募
empower v,授权;允许,使能够
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
Adjectives
commensurate a,相称的,相当的
dead-end a,尽头的;没有发展前景的
marine a,海洋的;海运的
veteran a,老练的;阅历深的
corporate a,团体的,公司的
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
Others
consistently ad,一贯地,始终如一地
ultimately ad,最后,最终
courteously ad,有礼貌地;周到地;谦恭地
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
Phrases
in relation to关于;与 … 相比
in terms of 用字眼(措辞);根据;从方面 (说来 )
at large 一般来说,总的说来;大多数;整个
a gateway to 通向途径;获得手段
be new to 对 … 生疏的;不熟悉 … 的
attend to 照料;处理;注意倾听
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
Notes
1,hospitality industry 酒店业
2,the American Hotel & Motel Association 美国饭店和汽车旅馆协会
3,to flip hamburgers 指做汉堡包
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
Exercises
Check your understanding of the passage.
1,Staff members perceive the quality of their work environment by
comparing some factors with their own expectations,What are
these factors?
A,The price and the quality of service they’ve received.
B,The paychecks and the quality of their working conditions.
D,The wages and the benefits provided to them by the
organization.
C,The jobs,the colleagues and the resources offered by the
company.
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
2,McDonald’s has once employed ____ in U.S.
A,one out of every thirty workers
B,one out of every thirteen graduates
C,less than 8% of the entire work force
D,at least 8% of the entire work force
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
3,In the School-to-work programs,a student can learn a lot about
work,Which of the following a student can learn is not
mentioned in the text?
A,The way to be an employee of some value.
B,The way to pay attention to his behaviors and appearance.
D,The way to cooperate with co-workers
C,The way to have his employer take his advice.
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
4,In an organization,____,
B,every one expects to learn and grow not personally but
professionally
C,only senior managers expect to learn and grow personally
and professionally
D,all employees expect to learn and grow personally not
professionally
A,every one expects to learn and grow personally and
professionally
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
5,According to the text,which of the following statements is NOT
true?
A,Staff members expect their pay to be competitive in the
hospitality industry.
C,New employees can transfer their working experiences at
McDonald’s to their later careers.
D,Staff members perceive the value of their company by the
quality of their daily activities of work.
B,Many people believe the jobs in the hospitality industry are
promising.
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
II,Answer the following questions based on the
information in the text.
1,Why can we say staff members perceive value and quality in
much the same way as customs?
2,What did it mean for most employees to land an entry-level job
at McDonald’s?
Because a customer’s perception of value is based on price and the
quality of service received; staff members perceive value in relation to
their paychecks and the quality of their work environment.
It meant not only entry to McDonald’s,but also their first entry into the
work force at large.
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
3,Are school-to-work programs of great help to students? Why?
4,What are the two important responsibilities that hospitality
leaders must fulfill to succeed as the employer of choice?
Yes,Because they are changing the way students perceive the value of
entry-level hospitality jobs,The training and coaching in these
programs provide them with opportunities to learn behaviors,attitudes,
and habits that will help them succeed in whatever career they
ultimately choose,In hospitality school-to-work programs,students
new to the world of work can learn how to become valuable employees:
how to plan their day and arrive at work on time,how to attend to
personal hygiene and appearance,how to work courteously with others
as part of a work team,and so on.
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
The first is to enable new employees,by providing them with training
opportunities through which they can learn how to succeed on the job.
The second is to empower and support new employees,by providing
the coaching and mentoring through which they can grow both
personally and professionally.
旅游英语
5,How can an employee’s perception of his company be based on
his daily work experiences?
Just as there are moments of truth throughout a guest’s stay that form
a continuous chain of events and build a perception of value for
customers,so too there are internal moments of truth in the day-to-day
activities of work that build a perception of value for managers,
supervisors,and employees.
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
III,Translate the following into English using the words
or expressions given in the brackets.
1,针对你的投诉,我们将尽力提高产品的质量 。 (in relation to)
2,通常,公司的领导每年要考评一次员工的业绩 。 (evaluate)
3,是否大多数人都赞同政府的金融政策? (at large)
4,她没有能够保住职位,是因为她没有尽责 。 (retain)
5,你当时要是注意听了父母的话,你现在就不会有麻烦了 。 (attend to)
In relation to your complaint,we’ll try our best to improve the quality of
our products,
As a rule,the leaders in the company evaluate the performance of the
staff every year.
Did the people at large approve of the government’s financial policy?
She could not retain her office because she didn’t fulfill her
responsibility.
If you had attended to what your parents told you,you were not in
trouble now.
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Text
旅游英语
The Staff’s Perception of Work
Value and Internal Service
1,Borrowing Things
(H,housekeeper G,guest)
H,Housekeeping,May I help you,sir?
G,Yes,some of my friends are coming here this evening,I’ll need three
extra chairs and glasses.
H,No problem,Your name and room number,please?
G,I’m Thomas Lee in Room 520,Ah,could you also send some bags of
tea,some ice and three pairs of slippers?
H,All right,Mr,Lee,I’ll have an attendant bring up three chairs,three
glasses,some tea,some ice and three pairs of slippers to Room 520
right away.
G,Thank you very much.
H,You’re welcome,Will there be anything else,Mr,Lee?
G,No,thanks,Good-bye.
H,Good-bye.
Unit Ten--Situational Conversation
旅游英语
The Staff’s Perception of Work Value and Internal Service
2,The Resident Nurse
(R,Room attendant G,guest)
R,Housekeeping,Good morning,madam,Sorry to disturb you.
G,I see,(The guest doesn’t look well.)
R,Is everything all right,madam?
G,Um,I’ve got a bad cold,Is there a doctor or a nurse in the hotel?
R,Yes,I can ask the resident nurse to help you at once.
G,Oh,good,Please tell her to get me some medicine,
R,Certainly,madam,Room 612.Your name,please?
G,Mary Oliver,
(The housekeeper is back a few minutes later.)
R,The nurse will be right up,Mrs,Oliver.
G,Thanks a lot.
R,It’s my pleasure,I hope you will be well soon.
Unit Ten--Situational Conversation
旅游英语
Exercises
I,Role-play the sample dialogues.
II,Try to communicate in the given situation.
Student A is a guest who has just checked out,He suddenly
finds that he might have left his gift for his child in the room.
Student B is a housekeeper in the hotel.
The following information can be referred in the conversation:
fill out the request slip/Lost Property Form
check the Lost and Found List; identification,passport,…
I must/might have left it in the drawer.
We’ll get in touch with you once we find it.
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Situational Conversation
旅游英语
Definition
Notice
&
Announcement
Requirements
Unit Ten-- Practical Writing
The Staff’s Perception of Work
Value and Internal Service
旅游英语
Definition
通知是一种常用的简便文体 ;
它包括书面通知 (Notice)和广播通知 (Announcement);
目的都是传达信息,方便有关人员进行活动安排 。
The Staff’s Perception of Work
Value and Internal Service
Unit Ten-- Practical Writing
旅游英语
Requirements
书写通知时,要注意以下几点:
( 1) 一般来说,书面通知要标注 Notice字样,广播通知要写上
Announcement,以引起人们的注意 。
( 2) 正文内容要简洁明了 。 但应包括几个必要因素:通知事项,时间,地点等 。
( 3) 正文后,要注明通知者和通知时间 。 但在特定的场合下,尤其是广播通知,有时也可省略这两项 。
( 4) 通知的对象如果是泛指的,可用 you,guests,tourists,
travelers,passengers等词来表达 。
实例见 P170
The Staff’s Perception of Work
Value and Internal Service
Unit Ten-- Practical Writing
旅游英语
Writing Practice
1,写一个书面通知,原定于明天 ( 星期三,3月 6日 ) 下午去景泰蓝工厂的参观活动推迟到后天 。 代之明天下午 3点,在会议室,举办有关中国民间艺术的讲座,并有现场制作活动 。
2,准备一个口头通知,告知旅客由北京飞往温哥华的中国国际航空公司 CA 991航班由于机械故障,推迟起飞,起飞时间另行通知 。
答案见 P200
The Staff’s Perception of Work
Value and Internal Service
Unit Ten-- Practical Writing
旅游英语
Supplementary Reading One
Notes
1,VCR 录像机 Video Cassette Recorder
2,contact with 接触,联系;交往
3,the Super Bowl 橄榄球超级杯赛
4,World Series 世界棒球锦标赛
Unit Ten--Supplementary Readings
The Staff’s Perception of Work
Value and Internal Service
旅游英语
Check your understanding of the passage (True or
False).
1,Though most Americans watch television at least two hours a
day,the medium is there all the time,always available and
frequently on in the background of other engagement,( )
2,With cable or satellite,people can watch all kinds of programs,
but it is still not the important contact with spectator sports.
( )
3,According to the passage there are as many specialized
channels for sports,history,and the arts as rerunning sitcoms
and old movies,( )
4,If there is a particular event happened in the world,television
can attract almost all the people before the screen to get the
news,( )
5,Television has the greatest power to attract all kinds of people,
so we can say television is the world culture,( )
6,In the future we will be able to order almost any kinds of
programs at any time of the day or night,( )
T
F
F
T
T
Unit Ten--Supplementary Readings
T
The Staff’s Perception of Work
Value and Internal Service
旅游英语
Supplementary Reading Two
Notes
drive-in theater 一种坐在小汽车里观看电影的露天电影院
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Supplementary Readings
旅游英语
Check your understanding of the passage.
1,The life of movies is now almost eternal,because ________,
A,the,classic” videos and the TV channels are competing with
the movie industry
B,they can’t be watched in home except in theaters all around
the world
D,the films are too complex and diffuse to see
C,the,classic” videos are always available and the TV
channels broadcasting ancient films over and over
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Supplementary Readings
旅游英语
2,Which of the following statement is true according to the
passage?
A,Revenues of motion picture industry have not been stable
from 1990 to 1994.
C,In 1994 the revenues in theater and video are altogether $6.5
billion.
D,Some movie productions always want to expand their
markets so they failed in the end.
B,Some of the films have their own specific viewers such as
teens,families with young children,and so on.
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Supplementary Readings
旅游英语
3,The primary reason that the motion picture industry declined is
_____.
B,that TV depends on the motion picture industry for much of
its product
C,the production facilities are often used by both television
and movie producers
D,there are fewer and fewer films preferred by most of the
people
A,the development of TV industry
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Supplementary Readings
旅游英语
4,What can be inferred from the passage?
B,Both television and movie producers can use the production
facilities.
C,Much of TV’s products depends on the motion picture
industry.
D,The multiple outlets around the world haven’t any impact on
the sources of income.
A,The competition between TV and the movie about their
viewers is becoming more and more serious.
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Supplementary Readings
旅游英语
5,70 percent of moviegoers are under age thirty and more than
half under twenty,because _____,
A,the young don’tlike to see the program from VCR.
B,the darkness and measure of privacy is the most important
thing.
C,there are not so many films for the old.
D,the young come there not only to see movies but also to
meet.
The Staff’s Perception of Work
Value and Internal Service
Unit Ten--Supplementary Readings