1.3（练习）Workplace Manners-Language Practice & Problem Solving & Self Assessment-《英语 服务类职业模块》（高教版 第三版）【上好课】（原卷版+解析版）

《英语 职业模块（服务类）》（高教版 第三版） Unit 1 Workplace Manners Language Practice & Problem Solving & Self Assessment 同步练习 （教师版） 班级：__________　姓名：__________　学号：__________　得分：__________ 一、单项选择：语法与词汇（基础巩固） 从 A、B、C、D 四个选项中选出可以填入空白处的最佳选项。 1. When guests arrive at the hotel, we should ______ them with a big smile. A. greet　　B. greeting　　C. to greet　　D. greeted 【答案】A 【解析】考查情态动词。should 为情态动词，后接动词原形，故选 greet。 2. We ______ good manners all the time to give the best service. A. maintain　　B. maintains　　C. maintaining　　D. maintained 【答案】A 【解析】考查一般现在时与主谓一致。主语 We 为第一人称复数，谓语动词用原形 maintain；all the time 表示经常性状态，用一般现在时。 3. When a customer is talking, we never ______ them rudely. A. interrupt　　B. interrupts　　C. interrupting　　D. interrupted 【答案】A 【解析】考查谓语动词。主语 we 后缺少谓语，never 修饰实义动词时用动词原形 interrupt。 4. If we make a mistake during service, we ______ to the customer immediately. A. apologize　　B. apologized　　C. will apologize　　D. are apologizing 【答案】C 【解析】考查时态。if 引导的条件状语从句遵循“主将从现”：从句用一般现在时 make，主句用一般将来时 will apologize。 5. The staff ______ customers’ complaints patiently and find solutions. A. handle　　B. handles　　C. handling　　D. handled 【答案】A 【解析】考查集体名词与主谓一致。staff 为集体名词，此处强调“全体工作人员”，且与并列谓语 find 保持一致，用动词原形 handle。 6. We consider guests’ feedback as ______ information. A. value　　B. valuable　　C. valued　　D. valuing 【答案】B 【解析】考查词性转换。修饰名词 information 需用形容词；value (n./v.) → valuable (adj.)“有价值的”。 7. The restaurant has a ______ atmosphere, so it attracts many customers. A. cheer　　B. cheerful　　C. cheerfully　　D. cheering 【答案】B 【解析】考查构词法。cheer (n./v.) + -ful → cheerful (adj.)“愉快的、令人愉快的”，修饰名词 atmosphere。 8. A terrible accident was prevented by the ______ arrival of the police. A. time　　B. timely　　C. timer　　D. timing 【答案】B 【解析】考查词性辨析。修饰名词 arrival 需用形容词 timely“及时的”；time 为名词，timer 为“计时器”，timing 为“时机安排”。 9. The hotel staff are friendly and ______ when serving customers. A. attention　　B. attentive　　C. attentively　　D. attend 【答案】B 【解析】考查并列结构与词性。and 连接两个并列成分，friendly 为形容词，故此处也用形容词 attentive“专心的、殷勤的”。 10. I have just spent a holiday in the hotel and will ______ it to my friends. A. recommendation　　B. recommend　　C. recommended　　D. recommending 【答案】B 【解析】考查谓语动词。助动词 will 后接动词原形，故选 recommend (v.)“推荐”。 【教学提示】本大题覆盖本课 Language Practice 的核心词汇与语法：情态动词后接原形、一般现在时与主谓一致、if 条件句“主将从现”、-ful/-able/-ly 构词法。讲评时重点讲第 4、5、9 题，引导学生说出判断依据而非只记答案。 二、单项选择：交际用语与情境应对（基础巩固） 根据服务情境，从 A、B、C、D 中选出最得体、最专业的应答。 1. —I booked a room three days ago. My name is Tom Smith. —______ A. What’s wrong with you?　　B. Wait a minute. I’m busy.　　 C. Welcome, Mr. Smith. May I see your passport, please?　　D. I don’t know. 【答案】C 【解析】服务人员应先问候确认身份，再礼貌地提出下一步要求。C 既表达了欢迎，又用 May I... please? 的委婉句式请求出示证件，得体且专业；A、B、D 均失礼。 2. —I just bought a pet dog. I hope it can stay with me in my room. —______ A. I’m afraid pets are not allowed in our rooms.　　B. No way! Take it out right now.　　 C. I don’t like dogs.　　 D. It’s none of my business. 【答案】A 【解析】考查“委婉拒绝”的语用策略。A 用 I’m afraid... 委婉说明规定，既坚持原则又不伤客人面子；B 语气生硬，C、D 与职业身份不符。 3. —What a funny rule! I want to cancel my reservation! —______ A. That’s your problem.　　B. OK, goodbye.　　C. I’m sorry to hear that. 　　D. You can’t do that. 【答案】C 【解析】考查 Problem Solving 中“致歉”的思路。C 致歉安抚，把冲突转化为服务机会；A、B、D 属于激化矛盾的表达。 4. —You’ve kept me waiting for 40 minutes! Where is my dish? —______ A. Be patient, please.　　 B. I’ll check with the kitchen right away.　　 C. Many people are waiting, too.　　D. It’s not my fault. 【答案】B 【解析】面对抱怨，应立即给出解决方案。B 为解决方案；A 有指责意味，C 推脱，D 推卸责任。 5. —I’d like to check out at 6:00 p.m. Is that possible? —______ A. No, you must leave before 12:00.　　B. Sure, you may leave your luggage at the front desk.　　 C. Why do you ask?　　 D. Whatever you like. 【答案】B 【解析】客人询问能否 18 点退房。B：当然可以，退房后您可以把行李寄存在前台，符合酒店交际用语；A 语气强硬；C、D 答非所问。 6. —The tour is cancelled because of the rain. I want a full refund! —______ A. I can’t help you.　　B. Calm down, please. 　　C. It’s not our problem.　　D. Please go away. 【答案】B 【解析】情绪激动的客人需要先安抚。B 完整体现；其余三项属服务禁忌。 7. —______ —Yes, of course. I’ll bring you a blanket and a pillow right away. A. Could I have something to keep warm?　　B. Do you like your job?　　 C. Where is the toilet?　　D. How much is the ticket? 【答案】A 【解析】考查上下文逻辑。答语中的 blanket 与 pillow 是保暖用品，故上文应为保暖请求；Could I...? 是礼貌请求的典型句式。 8. —Thank you for your help. You’ve been very helpful. —______ A. That’s right.　　B. It’s my pleasure. 　C. Don’t say that.　　D. I’m busy. 【答案】B 【解析】回应感谢应谦逊并顺势延伸服务。It’s my pleasure. 是服务场景的标准应答；A 自夸，C 中式表达，D 失礼。 9. —Excuse me, sir. ______ —Oh, sorry. I didn’t notice the sign. A. I’m afraid smoking is not allowed on this floor.　　B. You must stop smoking!　　 C. Give me your cigarette.　　D. Smoking is bad for you. 【答案】A 【解析】提醒客人违规宜用 I’m afraid... 的客观陈述，指向“规定”而非“个人”；B 命令式，C 越权，D 说教，均易引发抵触。 10. —I’m not happy with the room. It’s too noisy. —______ A. It’s fine.　　B. I’m terribly sorry. 　　C. All rooms are noisy.　　D. That’s the best we have. 【答案】B 【解析】B 真诚道歉；A 否认客人感受，C、D 消极应付。 【教学提示】本大题对应 Problem Solving 板块，集中训练“坚持原则＋保持礼貌”的双重要求。讲评时可让学生把正确项按 A-L-E-O-T（Apologize—Listen—Explain—Offer—Thank）五步归类，体会“礼貌不是让步，而是让拒绝更容易被接受”。 三、完形填空（能力进阶） 阅读下面短文，从 A、B、C、D 四个选项中选出可以填入空白处的最佳选项。 Good workplace manners are the heart of good service. When guests (1) ______ at a hotel, we should greet them with a big smile and make eye contact. A simple “Welcome” (2) ______ that we notice the customer and that we are ready to help. When customers ask questions or make (3) ______, we should listen (4) ______ and answer patiently. We never interrupt them, because interrupting shows (5) ______ and never improves the relationship. Sometimes things go wrong. If we make a mistake, we should (6) ______ immediately and genuinely, and then offer a (7) ______ as soon as possible. A (8) ______ response can turn an angry guest into a loyal one. When customers leave, we say “goodbye” and “thank you” the (9) ______ way. Good manners cost nothing, (10) ______ they mean everything. 1.A. arrive　　B. arrives　　C. arrived　　D. arriving 【答案】A 【解析】主语 guests 为复数，全文为一般现在时，谓语动词用 arrive。 2.A. indicate　　B. indicates　　C. indicating　　D. indicated 【答案】B 【解析】主语 A simple “Welcome” 视为第三人称单数，谓语用 indicates。 3.A. comment　　B. comments　　C. commenting　　D. commented 【答案】B 【解析】make comments 为固定搭配“发表意见／提出意见”，此处用复数表泛指。 4.A. attention　　B. attentive　　C. attentively　　D. attend 【答案】C 【解析】修饰动词 listen 需用副词 attentively“专心地”。 5.A. respect　　B. disrespect　　C. respectful　　D. disrespectful 【答案】B 【解析】句意为“打断他人表示失礼”，且作 shows 的宾语，用名词 disrespect。 6.A. apologize　　B. apology　　C. apologized　　D. apologizing 【答案】A 【解析】情态动词 should 后接动词原形 apologize。 7.A. solution　　B. solve　　C. solving　　D. solved 【答案】A 【解析】冠词 a 后接名词，offer a solution 意为“提供解决方案”。 8.A. time　　B. timely　　C. timer　　D. timing 【答案】B 【解析】修饰名词 response 用形容词 timely“及时的”。 9.A. right　　B. wrong　　C. polite　　D. same 【答案】A 【解析】the right way 意为“以正确的方式”，呼应教材 Activity 11 中的 say goodbye the right way。 10.A. and　　B. but　　C. so　　D. or 【答案】B 【解析】前后为转折关系：礼貌不花钱，却意义重大，故用 but。 【教学提示】完形填空是词汇从“认得”走向“用得”的关键题型。讲评时引导学生先通读全文把握“礼貌服务”主题，再依据“词性判断 → 固定搭配 → 上下文逻辑”三步解题，避免逐空孤立作答。 四、阅读理解 阅读下列短文，从每题所给的 A、B、C、D 四个选项中选出最佳选项。 Workplace manners matter in every service job. Here are five rules that good service workers follow. Rule 1: Greet every guest with a smile and make eye contact. Rule 2: Listen carefully. Never interrupt the customer. Rule 3: Always tell the truth. If you don’t know the answer, say “I’ll find out for you.” Rule 4: Handle complaints in a helpful and efficient way. Apologize first, then offer a solution. Rule 5: Say “thank you” and “goodbye” when customers leave. Manners are not only about words. Your body language speaks, too. Stand upright. Don’t lean against the desk or fold your arms in front of customers. Keep your personal stories at home and focus on your work. 1. How many rules are mentioned in the passage? A. Three.　　B. Four.　　C. Five.　　D. Six. 【答案】C 【解析】细节题。短文中 Rule 1 至 Rule 5 共列出五条规则。 2. What should you do if you don’t know the answer to a customer’s question? A. Say nothing.　　B. Say “I’ll find out for you.”　　 C. Make up an answer.　　D. Ask the customer to leave. 【答案】B 【解析】细节题。Rule 3 明确指出：不知道答案时应说 “I’ll find out for you.”，体现诚实原则。 3. When handling a complaint, what should you do first? A. Explain the rule.　　B. Apologize.　　C. Call the manager.　　D. Ask for money. 【答案】B 【解析】细节题。Rule 4 指出：先道歉，再提供解决方案，即 A-L-E-O-T 框架中的 Apologize 先行。 4. Which of the following is good body language in service? A. Folding your arms.　　B. Leaning against the desk.　　 C. Standing upright.　　D. Chatting with co-workers. 【答案】C 【解析】细节题。最后一段指出应 Stand upright，并明确列出抱臂、倚靠、与同事闲聊三类禁忌。 5. What is the best title for the passage? A. How to Find a Service Job　　B. Five Rules of Good Service Manners　　 C. How to Handle Complaints　　D. Body Language at Work 【答案】B 【解析】主旨大意题。全文围绕五条职场服务礼仪规则展开，B 概括最全面；C、D 只覆盖局部内容。 【教学提示】阅读题对应 Self-Assessment 的检测功能。建议训练“题干定位—原文比对—排除干扰”三步法；讲评后可让学生把五条规则翻译成服务守则张贴在实训室，实现语言学习向职业行为的转化。 五、根据中文提示，完成句子（每空一词） 根据中文提示，用本单元所学词汇完成下列句子，每空一词。 1. 客人到达酒店时，重要的是要面带微笑迎接他们。 When guests ______ ______ a hotel, it is important to ______ them with a big smile. 【答案】arrive at; greet 【解析】arrive at 后接小地点（hotel）；it is important to do sth. 结构中 to 后接动词原形 greet。 2. 我们一直保持良好的礼仪，以提供最好的服务。 We ______ good ______ all the time to give the best service. 【答案】maintain; manners 【解析】maintain good manners 意为“保持良好的礼仪”；manner 表示“礼貌、礼仪”时习惯用复数 manners。 3. 客人说话时，我们从不粗鲁地打断他们。 When a customer is talking, we never ______ them ______. 【答案】interrupt; rudely 【解析】interrupt 为及物动词，直接接宾语；修饰动词需用副词 rudely。 4. 如果我们服务中出了错，我们会立即真诚地向客人道歉。 If we make a mistake during service, we ______ to the customer ______ and genuinely. 【答案】will apologize; immediately 【解析】apologize to sb. 为固定搭配，且满足if条件状语中的主将从现；与 genuinely 并列修饰动词需用副词 immediately。 5. 我们把客人的反馈视为有价值的信息。 We consider guests’ ______ as ______ information. 【答案】feedback; valuable 【解析】feedback 为不可数名词；修饰名词 information 用形容词 valuable。 【教学提示】本题既是词汇检测，也是 Self-Assessment 中“词汇漏洞清单”的书面化。讲评时要求学生口述完整句子，而不是只填词，避免出现“会拼写不会运用”的情况。 六、句子翻译（素养提升） 将下列句子翻译成英语，注意使用本单元所学的词汇与服务礼仪表达。 1. 请用微笑和眼神接触迎接客人。 【答案】Greet guests with a smile and make eye contact. 【解析】greet sb. with... 意为“以……方式迎接某人”；make eye contact 为固定短语“进行眼神接触”。 2. 我们从不打断客人说话。 【答案】We never interrupt customers when they are talking. 【解析】interrupt sb. 意为“打断某人”；时间状语从句用现在进行时表示正在发生的动作。 3. 如果服务中出了错，要立即真诚地道歉。 【答案】If we make a mistake during service, apologize immediately and genuinely. 【解析】祈使句可用 apologize 开头表达建议与规范；immediately 与 genuinely 两个副词并列修饰动词。 4. 员工耐心地处理客人的投诉并找到解决方案。 【答案】The staff handle customers’ complaints patiently and find solutions. 【解析】handle complaints 意为“处理投诉”；and 连接两个并列谓语 handle 与 find，形式须一致。 5. 良好的职场礼仪造就优质的服务。 【答案】Good workplace manners make good service. 【解析】workplace manners 意为“职场礼仪”；manner 表“礼仪”时用复数形式。 【教学提示】翻译题检测“从汉语思维到英语表达”的转换能力。讲评时可展示 2—3 种可接受译法，并让学生对比哪一种更符合服务场景的语体（正式、委婉），落实思维差异感知素养。 七、情境应对写作（素养提升） 根据所给情境完成服务应对方案写作。 情景：你是长沙某酒店的前台接待员。一位外国客人 Mr. Smith 携带一只宠物狗前来办理入住，而酒店规定宠物不得进入客房。Mr. Smith 很不高兴，说要取消预订。 任务：请运用课堂所学的 A-L-E-O-T 五步框架（Apologize 致歉 → Listen 倾听 → Explain 说明 → Offer 提供方案 → Thank 致谢），写一段 80 词左右的服务应对方案。 要求：① 包含五个步骤；② 至少使用 3 个本单元所学词汇或短语（如 apologize, explain, solution, recommend, valuable 等）；③ 语气礼貌，方案可行。 ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ 【答案】参考范文 I’m sorry for the inconvenience, Mr. Smith. I understand your dog is important to you, so I’ll listen carefully and see what I can do. I’m afraid pets are not allowed in our guest rooms, because we must keep a comfortable environment for all our guests. But I’d like to offer you a solution: there is a pet-care centre five minutes from our hotel, and we can also recommend a pet-friendly hotel nearby if you prefer. Thank you for your understanding. We truly value your feedback. (80 words) 【写作指导】本题考查 Problem Solving 的迁移能力，评分可参照四个维度：① 五步框架是否齐全（每步 1 分，共 5 分）；② 本单元词汇运用是否准确（apologize / solution / recommend / valuable 等，3 分）；③ 语气是否礼貌得体（能否使用 I’m afraid...、I’d like to... 等委婉句式，4 分）；④ 方案是否具体可行（3 分）。教师讲评时可让学生互评：标出范文中体现 A-L-E-O-T 各步骤的句子，再对照自己的作文补充缺失步骤。 【教学提示】本题是本课的迁移创新落点。建议采用“框架先行—词库支撑—同伴互评”三步：先让学生口述五步，再落笔成文，最后用量表互评。基础薄弱的学生可先完成框架填空版，再独立成文。 精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $ 《英语 职业模块（服务类）》（高教版 第三版） Unit 1 Workplace Manners Language Practice & Problem Solving & Self Assessment 同步练习 班级：__________　姓名：__________　学号：__________　得分：__________ 基础巩固 一、单项选择：语法与词汇 从 A、B、C、D 四个选项中选出可以填入空白处的最佳选项。 1. When guests arrive at the hotel, we should ______ them with a big smile. A. greet　　 B. greeting　　C. to greet　　D. greeted 2. We ______ good manners all the time to give the best service. A. maintain　　B. maintains　　C. maintaining　　D. maintained 3. When a customer is talking, we never ______ them rudely. A. interrupt　　B. interrupts　　C. interrupting　　D. interrupted 4. If we make a mistake during service, we ______ to the customer immediately. A. apologize　　B. apologized　　C. will apologize　　D. are apologizing 5. The staff ______ customers’ complaints patiently and find solutions. A. handle　　 B. handles　　C. handling　　D. handled 6. We consider guests’ feedback as ______ information. A. value　　 B. valuable　　C. valued　　D. valuing 7. The restaurant has a ______ atmosphere, so it attracts many customers. A. cheer　　 B. cheerful　　C. cheerfully　　D. cheering 8. A terrible accident was prevented by the ______ arrival of the police. A. time　　 B. timely　　C. timer　　D. timing 9. The hotel staff are friendly and ______ when serving customers. A. attention　　B. attentive　　C. attentively　　D. attend 10. I have just spent a holiday in the hotel and will ______ it to my friends. A. recommendation　　B. recommend　　C. recommended　　D. recommending 二、单项选择：交际用语与情境应对 根据服务情境，从 A、B、C、D 中选出最得体、最专业的应答。 1. —I booked a room three days ago. My name is Tom Smith. —______ A. What’s wrong with you?　　 B. Wait a minute. I’m busy.　　 C. May I see your passport, please?　　D. I don’t know. 2. —I just bought a pet dog. I hope it can stay with me in my room. —______ A. I’m afraid pets are not allowed in our rooms.　　B. No way! Take it out right now.　　 C. I don’t like dogs.　　 D. It’s none of my business. 3. —What a funny rule! I want to cancel my reservation! —______ A. That’s your problem.　　 B. OK, goodbye.　　 C. I’m sorry to hear that. 　　D. You can’t do that. 4. —You’ve kept me waiting for 40 minutes! Where is my dish? —______ A. Be patient, please.　　 B. I’ll check with the kitchen right away.　　 C. Many people are waiting, too.　　D. It’s not my fault. 5. —I’d like to check out at 6:00 p.m. Is that possible? —______ A. No, you must leave before 12:00.　　B. Sure, you may leave your luggage at the front desk.　　 C. Why do you ask?　　 D. Whatever you like. 6. —The tour is cancelled because of the rain. I want a full refund! —______ A. I can’t help you.　　B. Calm down, please.　　C. It’s not our problem.　　D. Please go away. 7. —______ —Yes, of course. I’ll bring you a blanket and a pillow right away. A. Could I have something to keep warm?　　B. Do you like your job?　　 C. Where is the toilet?　　 D. How much is the ticket? 8. —Thank you for your help. You’ve been very helpful. —______ A. That’s right.　　B. It’s my pleasure. 　　C. Don’t say that.　　D. I’m busy. 9. —Excuse me, sir. ______ —Oh, sorry. I didn’t notice the sign. A. I’m afraid smoking is not allowed on this floor.　　B. You must stop smoking!　　 C. Give me your cigarette.　　 D. Smoking is bad for you. 10. —I’m not happy with the room. It’s too noisy. —______ A. It’s fine.　　B. I’m terribly sorry. 　　C. All rooms are noisy.　　D. That’s the best we have. 能力进阶 三、完形填空 阅读下面短文，从 A、B、C、D 四个选项中选出可以填入空白处的最佳选项。 Good workplace manners are the heart of good service. When guests (1) ______ at a hotel, we should greet them with a big smile and make eye contact. A simple “Welcome” (2) ______ that we notice the customer and that we are ready to help. When customers ask questions or make (3) ______, we should listen (4) ______ and answer patiently. We never interrupt them, because interrupting shows (5) ______ and never improves the relationship. Sometimes things go wrong. If we make a mistake, we should (6) ______ immediately and genuinely, and then offer a (7) ______ as soon as possible. A (8) ______ response can turn an angry guest into a loyal one. When customers leave, we say “goodbye” and “thank you” the (9) ______ way. Good manners cost nothing, (10) ______ they mean everything. 1. A. arrive　　 B. arrives　　 C. arrived　　 D. arriving 2. A. indicate　　 B. indicates　　C. indicating　　 D. indicated 3. A. comment　　B. comments　　C. commenting　　D. commented 4. A. attention　　B. attentive　　 C. attentively　　 D. attend 5. A. respect　　 B. disrespect　　C. respectful　　 D. disrespectful 6. A. apologize　　B. apology　　C. apologized　　 D. apologizing 7. A. solution　　B. solve　　 C. solving　　 D. solved 8. A. time　　 B. timely　　 C. timer　　 D. timing 9. A. right　　 B. wrong　　 C. polite　　 D. same 10. A. and　　 B. but　　 C. so　　 D. or 四、阅读理解 阅读下列短文，从每题所给的 A、B、C、D 四个选项中选出最佳选项。 Workplace manners matter in every service job. Here are five rules that good service workers follow. Rule 1: Greet every guest with a smile and make eye contact. Rule 2: Listen carefully. Never interrupt the customer. Rule 3: Always tell the truth. If you don’t know the answer, say “I’ll find out for you.” Rule 4: Handle complaints in a helpful and efficient way. Apologize first, then offer a solution. Rule 5: Say “thank you” and “goodbye” when customers leave. Manners are not only about words. Your body language speaks, too. Stand upright. Don’t lean against the desk or fold your arms in front of customers. Keep your personal stories at home and focus on your work. 1. How many rules are mentioned in the passage? A. Three.　　B. Four.　　C. Five.　　D. Six. 2. What should you do if you don’t know the answer to a customer’s question? A. Say nothing.　　 B. Say “I’ll find out for you.”　　 C. Make up an answer.　　D. Ask the customer to leave. 3. When handling a complaint, what should you do first? A. Explain the rule.　　B. Apologize.　　C. Call the manager.　　D. Ask for money. 4. Which of the following is good body language in service? A. Folding your arms.　　B. Leaning against the desk.　　 C. Standing upright.　　 D. Chatting with co-workers. 5. What is the best title for the passage? A. How to Find a Service Job　　B. Five Rules of Good Service Manners　　 C. How to Handle Complaints　　D. Body Language at Work 五、根据中文提示，完成句子（每空一词） 根据中文提示，用本单元所学词汇完成下列句子，每空一词。 1. 客人到达酒店时，重要的是要面带微笑迎接他们。 When guests ______ ______ a hotel, it is important to ______ them with a big smile. 2. 我们一直保持良好的礼仪，以提供最好的服务。 We ______ good ______ all the time to give the best service. 3. 客人说话时，我们从不粗鲁地打断他们。 When a customer is talking, we never ______ them ______. 4. 如果我们服务中出了错，我们会立即真诚地向客人道歉。 If we make a mistake during service, we ______ to the customer ______ and genuinely. 5. 我们把客人的反馈视为有价值的信息。 We consider guests’ ______ as ______ information. 素养提升 六、句子翻译 将下列句子翻译成英语，注意使用本单元所学的词汇与服务礼仪表达。 1. 请用微笑和眼神接触迎接客人。 ______________________________________________ 2. 我们从不打断客人说话。 ______________________________________________ 3. 如果服务中出了错，要立即真诚地道歉。 ______________________________________________ 4. 员工耐心地处理客人的投诉并找到解决方案。 ______________________________________________ 5. 良好的职场礼仪造就优质的服务。 ______________________________________________ 七、情境应对写作（素养提升） 根据所给情境完成服务应对方案写作。 情景：你是长沙某酒店的前台接待员。一位外国客人 Mr. Smith 携带一只宠物狗前来办理入住，而酒店规定宠物不得进入客房。Mr. Smith 很不高兴，说要取消预订。 任务：请运用课堂所学的 A-L-E-O-T 五步框架（Apologize 致歉 → Listen 倾听 → Explain 说明 → Offer 提供方案 → Thank 致谢），写一段 80 词左右的服务应对方案。 要求：① 包含五个步骤；② 至少使用 3 个本单元所学词汇或短语（如 apologize, explain, solution, recommend, valuable 等）；③ 语气礼貌，方案可行。 ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ 精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $