Question

Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest _ out of our Polynesian Village resort（度假胜地）at Walt Disney was asked how she her visit. She told the front-desk clerk she had had a (n) vacation, but was heartbroken about several rolls of Kodak color film she had not yet developed. At that moment she was particularly over the loss of the pictures she had shot at our Polynesian Luau, as this was a memory she especially treasured.

Now, please understand that we have no written service rules lost photos in the park. , the clerk at the front desk understood Disney’s idea of caring for our . She asked the woman to leave her a couple rolls of film, promising she would take care of the rest of our show at Polynesian Luau.

Two weeks later the guest received a at her home. In it were photos of all the actors of our show, signed by each performer. There were also of the public procession（游行队伍）and fireworks in the park, taken by the front-desk clerk in her own after work. I happened to know this story because this guest wrote us a letter. She said that in her life had she received such good service from any business.

Excellent does not come from policy (政策性的)handbooks. It comes from people who care —and from a culture that encourages and models that attitude.

1.A. working B. checking C. trying D. staying

2.A. expected B. realized C. paid D. enjoyed

3.A. Disappointing B. wonderful C. uncomfortable D. important

4.A. taking B. dropping C. losing D. breaking

5.A. silly B. nervous C. calm D. sad

6.A. covering B. finding C. making D. keeping

7.A. Excitedly B. Fortunately C. Therefore D. Quietly

8.A. workers B. guests C. managers D. clerks

9.A. printed B. shot C. unused D. recorded

10.A. film B. card C. camera D. packet

11.A. frequently B. personally C. alone D. actually

12.A. rules B. pictures C. handbooks D. performances

13.A. case B. work C. time D. position

14.A. only B. almost C. never D. nearly

15.A. advice B. experience C. quality D. service

Answer 1

1.B

2.D

3.B

4.C

5.D

6.A

7.B

8.B

9.C

10.D

11.B

12.B

13.C

14.C

15.D

【解析】

试题分析：本文主要讲服务员用心的服务顾客的故事。

1.11 out of our Polynesian Village resort（度假胜地）at Walt Disney”，可知顾客办理退宿手续。Check out of ...付账离开旅馆，故选B

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