Not too long ago,an incident that happened at Walt Disney touched me greatly.A guest  1 ?out of our Polynesian Village resort(度假胜地)at Walt Disney was asked how she  2  her visit.She told the front-desk clerk she had had a(n)  3  vacation,but was heartbroken about  4   several rolls of Kodak color film she had not yet  5  .At that moment she was particularly  6  over the loss of the pictures she had shot at our Polynesian Luau,  7  this was a memory she especially treasured.

   Now,please understand that we have no written service rules  8  lost photos in the park.  9  ,the clerk at the front desk  10  Disney’s idea of caring for our  11  .She asked the woman to leave her a couple rolls of  12  film,promising she would take care of the rest of our show at Polynesian Luau.

   Two weeks later the guest received a  13  at her home.In it were photos of all the actors of our show,  14  signed by each performer.There were also  15  of the public procession(游行队伍)and fireworks in the park,taken by the front-desk clerk in her own  16  after work.I happened to know this  17  because this guest wrote us a letter.She said that  18  in her life had she received such good service from any business.

   Excellent  19  does not come from policy(政策性的) handbooks.It comes from people who  20  -and from a culture that encourages and models that attitude.

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

答案:B

提示:check out“结账离开(宾馆、酒店等)”。

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

答案:D

提示:有人问这位客人在迪斯尼乐园玩得怎么样。

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

答案:B

提示:她说玩得很好,假期过得很愉快。

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

答案:C

提示:但令人心碎的是她丢失了几卷柯达胶卷。

5.A.developed        B.taken          C.washed       D.loaded

答案:A

提示:这些胶卷她还没有冲洗出来。develop“冲洗(胶片)”。

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

答案:D

提示:丢失了在Polynesian Luau拍摄的胶卷令她特别伤心。

7.A.when         B.where         C.as        D.which

答案:C

提示:因为这是她特别珍视的回忆。

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

答案:A

提示:我们现在还没有帮助找回丢失照片的服务规定。

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

答案:B

提示:幸好,前台的服务员明白迪斯尼乐园的经营之道:要关心顾客。

10.A.understood      B.reminded        C.trusted      D.discovered

答案:A

提示:understand the idea意为“深谙其道”。

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

答案:B

提示:care for guests指“关心顾客”。

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

答案:C

提示:该服务员请这位顾客留下几卷空白胶卷,答应由她来负责拍摄园内的表演节目。

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

答案:D

提示:两周后,这位顾客收到了一个包裹。

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

答案:B

提示:包裹里是一些演员的照片,照片上还有每个演员的签名。

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

答案:B

提示:还有游行队伍和放烟火的照片。

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

答案:C

提示:这些都是那位服务员在自己的业余时间拍摄的。

17.A.story        B.place          C.photo      D.show

答案:A

提示:这个故事我是碰巧知道的。

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

答案:C

提示:此句子用了部分倒装语序,只有否定词放在句首时,句子才会倒装。

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

答案:D

提示:优良的服务不是来自于一些硬性规定。

20.A.care         B.serve        C.like        D.know

答案:A

提示:而是来自于那些有爱心的人们。

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