Hotel（）is necessary in August when large crowds of people pour into the summer resort.

A．used for phones, bus fares and hotel reservations

B．exchanged easily, even at car rental companies

C．used like credit cards, even in remote areas

D．used to pay in restaurants and big stores

阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。

Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.

1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.

2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you’re treated.

3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.

4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.

5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.

You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.

1. Hotel customers and hotel staff think the same about breakfast.{T、F}

2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.{T、F}

3. It’s not necessary to know about the customers’ needs and preferences. {T、F}

4. Questionnaires are useful in getting feedback from customers.{T、F}

5. Front-line staff have nothing to do with improving customer service.{T、F}

Shortly after my friend hadleft, I went to a restaurant near the hotel to get something to eat. Because Icouldn’t speak a word of English, I couldn’t tell the waiter what I wanted. Iwas very upset and started to make some gestures, but the waiter didn’tunderstand me. Finally, I ordered the same thing the man at the next table waseating. After dinner, I started to walk along Broadway until I came to Times Square with its movie theatres, neon lights, andhuge crowds of people. I did not feel tired, so I continued to walk around thecity. I wanted to see everything on my first day. I knew it was impossible, butI wanted to try.

When I returned to thehotel, I was exhausted, but I couldn’t sleep because I kept hearing the fireand police sirens during the night. I lay awake and thought about New York. It was a verybig and interesting city with many tall buildings and big cars, and full ofnoise and busy people. I also decided right then that I had to learn to speakEnglish.

6. On the way tohis hotel, the writer _____________.

a.was silent all the time

b.kept talking to his friend

c.showed his friend something he brought with him

d.looked out of the window with great interest

7. He did nothave what he really wanted, because _________.

a.he only made some gestures

b.he did not order at all

c.the waiter was unwilling to serve

d.he could not make himself understood

8. The waiter______________.

a.knew what he would order

b.finally understood what he said

c.served the same thing the man at the next table was having

d.took the order through his gestures

9. After dinner,he _______________.

a.walked back to the hotel right away

b.went to the movies

c.did some shopping on Broadway

d.had a walking tour about the city

10. That night hecould not sleep, because ______________.

a.he did not know what to do the next day

b.he was not tired at all

c.he was thinking about his great city

d.he kept hearing the fire and police sirens

二. 介词填空: (按课本课文内容填入适当的介词)

11. Successfullanguage learners are learners _____ a purpose.

12. Successful languagelearners are independent learners. They do not depend _____ the book or theteacher.

13. It is just like a24-hour library, which enables us to search ____ the right information we needby simply typing in some key words.

14. It is necessary for themto learn the language in order to communicate ____ these people and to learnfrom them.

15. ____ the other hand, ifyour language learning has been lessthan successful, you might do well to try some of the techniques outlinedabove.

A．First Hotel

B．Osaka Hotel

C．Fairview Hotel

D．No Hotel

A．Fairview Hotel

B．First Hotel

C．Orchard Hotel

D．Osaka Hotel

A．＄12; First Hotel

B．＄15; Osaka Hotel

C．＄12; Fairview Hotel

D．＄25; Orchard Hotel

A 5-star hotel shouuld be equipped with fantastic()

A.furniture

B.facilities

C.equipment

D.instruments

查看材料

A.In the left-luggage office．

B.At the hotel reception．

C.In a hotel room．

D.At an airport．