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Unit2ProceduresandDutiesprocedure(forsth):n.程序，手续，步骤procedure(forsth):n.1.awayofdoingsth,especiallytheusualorcorrectway(正常）程序，手续，步骤•遵循正常的、标准的步骤•follownormal/standardprocedure•Makingacomplaintisquiteasimpleprocedure.•申诉的手续相当简单。2.Theofficialorformalorderorwayofdoingsth,especiallyinbusiness,law,politics(商业、法律或政治上的)程序eg.司法程序legalprocedure1.makeareservation:reservation(n.):（1）预约，预定；（2）保留•酒店预订，预订宾馆•餐厅预约•预约单/预约号•预定票/订座•hotelreservation•restaurantreservation•reservationlist/number•ticketreservationmakeareservationforsth(flight,hotel,restaurant)makeaflight/hotel/restaurantreservation2.welcomeaguest:guest:n.客人，宾客顾客：customer/consumer三者的区别：guest用于表示外国来访的客人或是到某处做客的客人customer买东西的客人consumer消费者，多用于商业术语相关的词汇：客房guestroom迎宾馆guesthouse前台接待GuestServices6.laundry：洗衣店洗衣服务：洗衣房服务员：3.checkin/checkout登记入住/结账离开4.bellservice特指酒店里的行李服务5.housekeeping（housekeepingservice）：客房服务客房服务员：客房清洁人员：housekeepingattendanthousekeepingstafflaundryservicelaundryattendant7.settleacomplaint:解决投诉•解决settlesolveresolvehandle•work/figureout;dealwith;copewithcomplaint:投诉；抱怨(complaintof/about)控诉处理：投诉中心：顾客投诉：提出投诉：complainthandlingcomplaintcentercustomercomplaintmakeacomplaintLead-in•makeareservation•welcomeaguest•checkin/checkout•bellservice•housekeeping•Laundry•settleacomplaint预定（房间，票）欢迎客人登记入住/结账离开行李服务客房服务洗衣店解决投诉Atthehotelentrance•entrance入口exit出口•famous著名的•Wonderful极好的•across“在……的那边，在……对面”•inthetown特指“在某个城里”intown泛指“在城里”•bytheway顺便问一下•tenminutes’walk走路需要10分钟Makesentences•1.我的房子就在马路对面。•2.这里有一个很著名的中国餐馆。•3.我们在这个小镇住了20多年了。•4.离这儿大约有一个小时的车程。•5.太棒了！顺便问一下，我们可以步行去那家餐馆吗？Myhouseisjustacrossthestreet.ThereisafamousChineserestaurant.Wehavelivedinthetownovertwentyyears.It’saboutanhours’drivefromhere.Wonderful!Bytheway,canwewalkthere?Blankfilling•AttheHotelEntrance•(Ahotelguestisaskingthewaytoarestaurant.)•Guest:Excuseme.Isthere___________________?•Doorman:Yes,_________________________.•Thefishthereisthebestinthetown.•Guest:Wonderful!________________________•Doorman:Yes,it’sonly___________________.•Guest:Thankyou.•Doorman:Youarewelcome.aChineserestaurantnearhereBytheway,canwewalkthere?thereisafamousoneacrosstheparktenminutes’walkReviewwashroomhospitalhallnearbyendentrancefifthacrosstownsteakwineticketbarknifeAnswerthefollowingquestions•1.Whatisthepassengerdoing?•2.Whatwouldthepassengerliketodo?•3.DoesthepassengershowthehisticketandpassporttotheAttendant?•4.Whatisthegatenumberofthepassenger’sflight?Thepassengerischeckinginattheairport.ThepassengerwouldliketocheckinfortheflighttoSanFrancisco.Yes,hedoes.Thegatenumberofthepassenger’sflightisgate5./It’sgate5.