Dialogue 1:Maintenance Customer:Room attendant,could you come here, run over:I)(液体)溢出 please? The glass ran over with beer. Attendant:May I help you? 那玻璃杯的啤酒溢出来了。 C:Yes.Could you come into the bathroom?The water in the toilet is running over and water is 2)(车辆)将.辗过 leaking form the shower nozzle.What's wrong? The carran over a cat. A:I'll call the Maintenance Department.We could 那车子辗过一只猫。 leave the bathroom for a plumber to do the 3)将.…匆忙看过，复习 repairs.He will also check other facilities,such as flush pipes,the hand shower,faucets and Let's run over our parts again. mixing values to make sure nothing will go 我们来重复练习一下我们角色（台词)吧。 wrong. leak:v.漏出，使泄漏 C:Could you come and have a look at the panel on the bedside table?I think there must be The rain is still leaking in. something wrong with it because almost all 雨水仍然在漏进来。 lamps do not work. Who leaked the news to him? A:Don't worry,leave it to me. 谁向他泄露了那个消息？ C:There's something more.The color TV in this apologize:v.赔礼，道款(tosb.对人；for sth. room does not give clear pictures. A:I see.I will send electricians here to fix them. 因某事) C:Thank you. He apologized to me for stepping on my foot. A:Don'f mention it,madam.We do apologize for 他因踩了我的脚而向我道款。 the inconvenience.Please wait just a few apology:n道款，谢罪 minutes. 1
1 Dialogue 1:Maintenance Customer: Room attendant, could you come here, please? Attendant: May I help you? C: Yes. Could you come into the bathroom? The water in the toilet is running over and water is leaking form the shower nozzle. What’s wrong? A: I’ll call the Maintenance Department. We could leave the bathroom for a plumber to do the repairs. He will also check other facilities, such as flush pipes, the hand shower, faucets and mixing values to make sure nothing will go wrong. C: Could you come and have a look at the panel on the bedside table? I think there must be something wrong with it because almost all lamps do not work. A: Don’t worry, leave it to me. C: There’s something more. The color TV in this room does not give clearpictures. A: I see.I will send electricians here to fix them. C: Thank you. A: Don’t mention it, madam. We do apologize for the inconvenience. Please wait just a few minutes. run over: 1) (液体)溢出 The glass ran overwith beer. 那玻璃杯的啤酒溢出来了。 2) (车辆)将…辗过 The car ran over a cat. 那车子辗过一只猫。 3）将…匆忙看过，复习 Let’s run over our parts again. 我们来重复练习一下我们角色（台词）吧。 leak: v. 漏出，使泄漏 The rain is still leaking in. 雨水仍然在漏进来。 Who leakedthe newsto him? 谁向他泄露了那个消息？ apologize:v. 赔礼，道歉( to sb.对人;for sth. 因某事) He apologizedto me for stepping on my foot. 他因踩了我的脚而向我道歉。 apology: n.道歉，谢罪
Dialogue 1:Maintenance 维修 Customer:Room attendant,could you come here, 客人：服务员，能过来一下吗？ please? 服务员：有什么事情要我做吗？ Attendant:May I help you? 客人：有，你来浴室看看，水箱里的水溢出来了， C:Yes.Could you come into the bathroom?The water 淋浴的喷头也在漏水。怎么回事？ in the toilet is running over and water is leaking 服务员我打电话给维修部。我们可以把浴室交 form the shower nozzle.What's wrong? 给水管工修理。另外，他也会检查一下其他 A:I'll call the Maintenance Department.We could 设备，像冲水管，手提淋浴器，水龙头和混 leave the bathroom for a plumber to do the 水龙头什么的，以保证不再出问题。 repairs.He will also check other facilities,such as 客人：能过来看一下床头柜电钮板吗？可能是出 flush pipes,the hand shower,faucets and mixing 了毛病，因为几乎所有的灯都不亮了。 values to make sure nothing will go wrong. 服务员：请别着急，交给我吧。 C:Could you come and have a look at the panel on the 客人：还有别的问题。这间屋里的彩电图像不清 bedside table?I think there must be something 楚。 wrong with it because almost all lamps do not work. 服务员：我知道了。我立即派电工来修理。 A:Don't worry,leave it to me. 客人：谢谢。 C:There's something more.The color TV in this room 服务员：夫人，请别客气。给您带来不便我们真 does not give clear pictures. 该道款。请稍等片刻。 A:I see.I will send electricians here to fix them. C:Thank you. A:Don't mention it,madam.We do apologize for the inconvenience.Please wait just a few minutes. 2
2 Dialogue 1:Maintenance Customer: Room attendant, could you come here, please? Attendant: May I help you? C: Yes. Could you come into the bathroom? The water in the toilet is running over and water is leaking form the shower nozzle. What’s wrong? A: I’ll call the Maintenance Department. We could leave the bathroom for a plumber to do the repairs. He will also check other facilities, such as flush pipes, the hand shower, faucets and mixing valuesto make sure nothing will go wrong. C: Could you come and have a look at the panel on the bedside table? I think there must be something wrong with it because almost all lamps do not work. A: Don’t worry, leave it to me. C: There’s something more. The color TV in this room does not give clearpictures. A: I see.I will send electricians here to fix them. C: Thank you. A: Don’t mention it, madam. We do apologize for the inconvenience. Please wait just a few minutes. 维修 客人:服务员，能过来一下吗？ 服务员: 有什么事情要我做吗？ 客人: 有，你来浴室看看，水箱里的水溢出来了， 淋浴的喷头也在漏水。怎么回事？ 服务员:我打电话给维修部。我们可以把浴室交 给水管工修理。另外，他也会检查一下其他 设备，像冲水管，手提淋浴器，水龙头和混 水龙头什么的，以保证不再出问题。 客人: 能过来看一下床头柜电钮板吗？可能是出 了毛病，因为几乎所有的灯都不亮了。 服务员:请别着急，交给我吧。 客人: 还有别的问题。这间屋里的彩电图像不清 楚。 服务员:我知道了。我立即派电工来修理。 客人:谢谢。 服务员:夫人，请别客气。给您带来不便我们真 该道歉。请稍等片刻
Dialogue 1:Maintenance Customer:Room attendant,could you come here,please? Attendant:May I help you? C:Yes.Could you come into the bathroom?The water in the toilet is running over and water is leaking form the shower nozdle.What's wrong? A:I'll call the Maintenance Department.We could leave the bathroom for a plumber to do the repairs.He will also check other facilities,such as flush pipes, the hand shower,faucets and mixing values to make sure nothing will go wrong. C:Could you come and have a look at the panel on the bedside table?I think there must be something wrong with it because almost all lamps do not work. A:Don't worry,leave it to me. C:There's something more.The color TV in this room does not give clear pictures. A:I see.I will send electricians here to fix them. C:Thank you. A:Don't mention it,madam.We do apologize for the inconvenience.Please wait just a few minutes. 3
3 Dialogue 1: Maintenance Customer: Room attendant, could you come here, please? Attendant: May I help you? C: Yes. Could you come into the bathroom? The water in the toilet is running over and water is leaking form the shower nozzle. What’s wrong? A: I’ll call the Maintenance Department. We could leave the bathroom for a plumber to do the repairs. He will also check other facilities, such as flush pipes, the hand shower, faucets and mixing values to make sure nothing will go wrong. C: Could you come and have a look at the panel on the bedside table? I think there must be something wrong with it because almost all lamps do not work. A: Don’t worry, leave it to me. C: There’s something more. The color TV in this room does not give clear pictures. A: I see. I will send electricians here to fix them. C: Thank you. A: Don’t mention it, madam. We do apologize for the inconvenience. Please wait just a few minutes
Dialogue 1:Maintenance Customer:Room attendant,could you come here,please? Attendant:May I help you? C:Yes.Could you come into the bathroom?The water in the toilet is running over and water is leaking form the shower nozzle.What's wrong? A:I'll call the Maintenance Department.We could leave the bathroom for a plumber to do the repairs.He will also check other facilities,such as flush pipes,the hand shower,faucets and mixing values to make sure nothing will go wrong. C:Could you come and have a look at the panel on the bedside table?I think there must be something wrong with it because almost all lamps do not work. A:Don't worry,leave it to me. C:There's something more.The color TV in this room does not give clear pictures. A:I see.I will send electricians here to fix them. C:Thank you. A:Don't mention it,madam.We do apologize for the inconvenience.Please wait just a few minutes. 4
4 Dialogue 1: Maintenance Customer: Room attendant, could you come here, please? Attendant: May I help you? C: Yes. Could you come into the bathroom? The water in the toilet is running over and water is leaking form the shower nozzle. What’s wrong? A: I’ll call the Maintenance Department. We could leave the bathroom for a plumber to do the repairs. He will also check other facilities, such as flush pipes, the hand shower, faucets and mixing values to make sure nothing will go wrong. C: Could you come and have a look at the panel on the bedside table? I think there must be something wrong with it because almost all lamps do not work. A: Don’t worry, leave it to me. C: There’s something more. The color TV in this room does not give clear pictures. A: I see. I will send electricians here to fix them. C: Thank you. A: Don’t mention it, madam. We do apologize for the inconvenience. Please wait just a few minutes
Attendant:May I help you? A:I'll call the Maintenance Department.We could leave the bathroom for a plumber to do the repairs.He will also check other facilities,such as flush pipes,the hand shower, faucets and mixing values to make sure nothing will go wrong. A:Don't worry,leave it to me. A:I see.I will send electricians here to fix them. A:Don't mention it,madam.We do apologize for the inconvenience.Please wait just a few minutes. 5
5 Attendant: May I help you? A: I’ll call the Maintenance Department. We could leave the bathroom for a plumber to do the repairs. He will also check other facilities, such as flush pipes, the hand shower, faucets and mixing values to make sure nothing will go wrong. A: Don’t worry, leave it to me. A: I see. I will send electricians here to fix them. A: Don’t mention it, madam. We do apologize for the inconvenience. Please wait just a few minutes
Customer:Room attendant,could you come here,please? C:Yes.Could you come into the bathroom?The water in the toilet is running over and water is leaking form the shower nozzle.What's wrong? C:Could you come and have a look at the panel on the bedside table?I think there must be something wrong with it because almost all lamps do not work. C:There's something more.The color TV in this room does not give clear pictures. C:Thank you. 6
6 Customer: Room attendant, could you come here, please? C: Yes. Could you come into the bathroom? The water in the toilet is running over and water is leaking form the shower nozzle. What’s wrong? C: Could you come and have a look at the panel on the bedside table? I think there must be something wrong with it because almost all lamps do not work. C: There’s something more. The color TV in this room does not give clear pictures. C: Thank you
Dialogue 2:Complaining of Service complair:V.抱怨，投诉（常和to,a bout,orof连用） We complained to the police about the noise from the bar. Customer:Could I see the manager please?I have 酒吧的声音太大，我们向警方投诉。 a complaint. She complained to me about his bad manner. Manager:Can I help you,madam? 她向我抱怨他不礼貌。 C:Yes.Did you have this room checked before we You have nothing to complain of,do you? moved in?There's not a scrap of lavatory 你没有什么不满吧？ paper and the toilet doesn't flush properly,the fush:V.1)(水等)奔流，涌出 water doesn't run away in the shower and I would like an extra pillow.What have you to The stream was flushing after the heavy rain. say to that? 大雨过后小河水奔流。 M:I'm extremely sorry to hear that.I'll attend to it Pull the chain and the water flushes. right away.The housekeeper should check 拉一下链子，（马桶）的水就会涌出冲洗。 every room before new guests move in. 2)(脸颊等)变红，涨红 C:One doesn't expect this sort of thing in a well- The boy flushed when he spoke to the beautiful girl. run hotel. 那男孩和漂亮的女孩说话时，脸忽然变红。 M:No,madam.I do apologize.It's unusual.We do The child's cheeks were flushed with fever. try to check the rooms as thoroughly as possible.Just one pillow,was it?Is there 那小孩的脸由于发烧而变红。 anything else? attend to:1)从事，料理，努力做 C: Well,your thermostatically controlled air I have an urgent matter to attend to. conditioning doesn't seem to be working too 我一件重要的事情要料理。 well,It's as hot as hell up there. You must attend to your work. M:I'll adjust the regulator for you and I think 你必须专心于你的工作。 you'll find it a little cooler in a short time.I'll also send someone along right away to look at 2)接待，招待 the toilet and shower. Are you being attended to,sir? 有人招呼您吗，先生？（店员对客人的招呼语）
7 Dialogue 2:Complaining of Service Customer: Could I see the manager please? I have a complaint. Manager:Can I help you, madam? C: Yes. Did you have this room checked before we moved in? There’s not a scrap of lavatory paper and the toilet doesn’t flush properly, the water doesn’t run away in the shower and I would like an extra pillow. What have you to say to that? M:I’m extremely sorry to hear that. I’ll attend to it right away. The housekeeper should check every room before new guests move in. C: One doesn’t expect this sort of thing in a wellrun hotel. M: No, madam. I do apologize. It’s unusual. We do try to check the rooms as thoroughly as possible. Just one pillow, was it? Is there anything else? C: Well, your thermostatically controlled air conditioning doesn’t seem to be working too well.It’s as hot as hell up there. M: I’ll adjust the regulator for you and I think you’ll find it a little cooler in a short time. I’ll also send someone along right away to look at the toilet and shower. complain: v. 抱怨，投诉(常和to ,about, or of 连用) We complainedto the police about the noise from the bar. 酒吧的声音太大，我们向警方投诉。 She complainedto me about his bad manner. 她向我抱怨他不礼貌。 You have nothing to complain of, do you? 你没有什么不满吧？ flush: v. 1) (水等)奔流，涌出 The streamwasflushing after the heavy rain. 大雨过后小河水奔流。 Pull the chain and the water flushes. 拉一下链子，（马桶）的水就会涌出冲洗。 2) (脸颊等)变红，涨红 The boy flushed when he spoke to the beautiful girl. 那男孩和漂亮的女孩说话时，脸忽然变红。 The child’s cheeks were flushed with fever. 那小孩的脸由于发烧而变红。 attend to: 1) 从事，料理，努力做 I have an urgent matter to attend to. 我一件重要的事情要料理。 You must attend to your work. 你必须专心于你的工作。 2) 接待，招待 Are you being attended to, sir? 有人招呼您吗，先生？(店员对客人的招呼语)
Dialogue 2:Complaining of Service 投诉服务 Customer:Could I see the manager please?I have a complaint. 客人：我能见经理吗？我有意见。 Manager:Can I help you,madam? 经理我能帮助您吗，夫人？ C:Yes.Did you have this room checked before we 客：是的。在我们住进来以前你们检查房间了吗？ moved in?There's not a scrap of lavatory paper 一张手纸都没有，并且抽水马桶不正常冲洗， and the toilet doesn't flush properly,the water 淋浴龙头里的水总流不完，我还缺一个枕头， doesn't run away in the shower and I would like 对此你怎么解释呢？ an extra pillow.What have you to say to that? 经：很抱歉有这种事，我马上处理。客房服务员 M:I'm extremely sorry to hear that.I'll attend to it right away.The housekeeper should check every 在新客人住进以前应该检查每个房间。 room before new guests move in. 客：在一个经营良好的酒店不该发生这种事情。 C:One doesn't expect this sort of thing in a well-run 经：是的，夫人。我向您道款。这是很偶然的。 hotel 我们尽可能全面检查房间。仅要一个枕头？ M:No,madam.I do apologize.It's unusual.We do 还要别的吗？ try to check the rooms as thoroughly as possible. 客：噢，你们的恒温控制温度调节器好像工作情 Just one pillow,was it?Is there anything else? 况不太好。那儿热得像个地狱。 C: Well,your thermostatically controlled air 经：我将为您调整调节器，我认为在短时间内就 conditioning doesn't seem to be working too well. It's as hot as hell up there. 会凉下来。我将立刻派人去看看马桶和淋浴 M:I'll adjust the regulator for you and I think you'll 器。 find it a little cooler in a short time.I'll also send someone along right away to look at the toilet and shower. 8
8 Dialogue 2:Complaining of Service Customer: Could I see the manager please? I have a complaint. Manager:Can I help you, madam? C: Yes. Did you have this room checked before we moved in? There’s not a scrap of lavatory paper and the toilet doesn’t flush properly, the water doesn’t run away in the shower and I would like an extra pillow. What have you to say to that? M: I’m extremely sorry to hear that. I’ll attend to it right away. The housekeeper should check every room before new guests move in. C: One doesn’t expect this sort of thing in a well-run hotel. M: No, madam. I do apologize. It’s unusual. We do try to check the rooms as thoroughly as possible. Just one pillow, wasit? Is there anything else? C: Well, your thermostatically controlled air conditioning doesn’t seem to be working too well. It’s as hot as hell up there. M: I’ll adjust the regulator for you and I think you’ll find it a little cooler in a short time. I’ll also send someone along right away to look at the toilet and shower. 投诉服务 客人:我能见经理吗？我有意见。 经理:我能帮助您吗，夫人？ 客: 是的。在我们住进来以前你们检查房间了吗？ 一张手纸都没有，并且抽水马桶不正常冲洗， 淋浴龙头里的水总流不完，我还缺一个枕头， 对此你怎么解释呢？ 经: 很抱歉有这种事，我马上处理。客房服务员 在新客人住进以前应该检查每个房间。 客:在一个经营良好的酒店不该发生这种事情。 经: 是的，夫人。我向您道歉。这是很偶然的。 我们尽可能全面检查房间。仅要一个枕头？ 还要别的吗？ 客: 噢，你们的恒温控制温度调节器好像工作情 况不太好。那儿热得像个地狱。 经: 我将为您调整调节器，我认为在短时间内就 会凉下来。我将立刻派人去看看马桶和淋浴 器
Dialogue 2:Complaining of Service Customer:Could I see the manager please?I have a complaint. Manager:Can I help you,madam? C:Yes.Did you have this room checked before we moved in?There's not a scrap of lavatory paper and the toilet doesn't flush properly,the water doesn't run away in the shower and I would like an extra pillow.What have you to say to that? M:I'm extremely sorry to hear that.I'll attend to it right away.The housekeeper should check every room before new guests move in. C:One doesn't expect this sort of thing in a well-run hotel. M:No,madam.I do apologize.It's unusual.We do try to check the rooms as thoroughly as possible.Just one pillow,was it?Is there anything else? C:Well,your thermostatically controlled air conditioning doesn't seem to be working too well.It's as hot as hell up there. M:I'll adjust the regulator for you and I think you'll find it a little cooler in a short time.I'll also send someone along right away to look at the toilet and shower. 9
9 Dialogue 2: Complaining of Service Customer: Could I see the manager please? I have a complaint. Manager: Can I help you, madam? C: Yes. Did you have this room checked before we moved in? There’s not a scrap of lavatory paper and the toilet doesn’t flush properly, the water doesn’t run away in the shower and I would like an extra pillow. What have you to say to that? M: I’m extremely sorry to hear that. I’ll attend to it right away. The housekeeper should check every room before new guests move in. C: One doesn’t expect this sort of thing in a well-run hotel. M: No, madam. I do apologize. It’s unusual. We do try to check the rooms as thoroughly as possible. Just one pillow, was it? Is there anything else? C: Well, your thermostatically controlled air conditioning doesn’t seem to be working too well. It’s as hot as hell up there. M: I’ll adjust the regulator for you and I think you’ll find it a little cooler in a short time. I’ll also send someone along right away to look at the toilet and shower
Dialogue 2:Complaining of Service Customer:Could I see the manager please?I have a complaint. Manager:Can I help you,madam? C:Yes.Did you have this room checked before we moved in?There's not a scrap of lavatory paper and the toilet doesn't flush properly,the water doesn't run away in the shower and I would like an extra pillow.What have you to say to that? M:I'm extremely sorry to hear that.I'll attend to it right away.The housekeeper should check every room before new guests move in. C:One doesn't expect this sort of thing in a well-run hotel. M:No,madam.I do apologize.It's unusual.We do try to check the rooms as thoroughly as possible.Just one pillow,was it?Is there anything else? C:Well,your thermostatically controlled air conditioning doesn't seem to be working too well.It's as hot as hell up there. M:I'll adjust the regulator for you and I think you'll find it a little cooler in a short time.I'll also send someone along right away to look at the toilet and shower 10
10 Dialogue 2: Complaining of Service Customer: Could I see the manager please? I have a complaint. Manager: Can I help you, madam? C: Yes. Did you have this room checked before we moved in? There’s not a scrap of lavatory paper and the toilet doesn’t flush properly, the water doesn’t run away in the shower and I would like an extra pillow. What have you to say to that? M: I’m extremely sorry to hear that. I’ll attend to it right away. The housekeeper should check every room before new guests move in. C: One doesn’t expect this sort of thing in a well-run hotel. M: No, madam. I do apologize. It’s unusual. We do try to check the rooms as thoroughly as possible. Just one pillow, was it? Is there anything else? C: Well, your thermostatically controlled air conditioning doesn’t seem to be working too well. It’s as hot as hell up there. M: I’ll adjust the regulator for you and I think you’ll find it a little cooler in a short time. I’ll also send someone along right away to look at the toilet and shower