城市服务综合：失联、付款与行李查询｜导游英语城市服务

完整教材 · 中文解释 / 英语音频

城市服务综合：失联、付款与行李查询：完整文字稿与练习

这课解决什么工作问题？

按优先顺序处理多项服务需求，取得工作人员答复并确认结果。

模拟一位游客只在Wi-Fi下能联系，午餐80元支付显示处理中，两件箱子预计三点到酒店但只确认一件。让同伴分别掌握运营商、餐厅与行李提供方答复，你需要实际问出，不得用一句“我会处理”跳过。流程是保持联系—核对付款—追踪行李—安排休息与下一步；时刻金额为练习设定。

按优先顺序处理多项服务需求，取得工作人员答复并确认结果。
听懂本课6组工作交流，并给出对应回应。
在“模拟第二件行李实际到酒店，同时商家发现第一笔手机款项也成功了。请更新两项状态，取得重复付款处理联系人，不再追踪已完成行李。”的变化情境中使用本课表达。

本次重点词块：one at a time、compatible、transaction record、in transit、tracking reference。先理解用途，再跟读；不需要一次记住所有拼写。

完整材料

把这组句子放回本课任务。每句都有具体用途，可以分段练习。

Let us deal with these needs one at a time, beginning with a working contact method so we can stay in touch during the tour.

我们逐项处理，先建立可用联系方式，让游览中保持联系。

词块对照

one at a time：逐项

Your phone currently works only on Wi-Fi. The provider has checked it and confirmed that the proposed data option is not compatible.

手机目前只能用Wi-Fi，提供方检查后确认所提数据选项不适配。

词块对照

compatible：兼容的

We have tested text messages successfully, so that is our agreed contact method; please keep the printed meeting card as a backup.

短信测试成功，因此约定用短信联系；也请保留打印集合卡备用。

词块对照

We have tested text messages successfully, so that is our agreed contact method; please keep the printed meeting card as a backup.：短信测试成功，因此约定用短信联系；也请保留打印集合卡备用。

The lunch bill is eighty Chinese yuan in total. Your first payment shows pending, and the merchant is checking its actual transaction record.

午餐账单总计人民币80元，第一笔显示处理中，商家正在查实际交易记录。

词块对照

transaction record：交易记录

The merchant has confirmed that no completed payment was received and has accepted your cash instead, with this receipt for the full bill.

商家确认未收到成功款项，已改收现金，并给出整单凭证。

词块对照

The merchant has confirmed that no completed payment was received and has accepted your cash instead, with this receipt for the full bill.：商家确认未收到成功款项，已改收现金，并给出整单凭证。

Please keep the receipt and operate any password or verification code yourself. If the first transaction later completes, we will present both records to the provider.

请保留凭证并自行操作密码验证码。若第一笔稍后成功，我们向提供方出示两份记录。

词块对照

Please keep the receipt and operate any password or verification code yourself. If the first transaction later completes, we will present both records to the provider.：请保留凭证并自行操作密码验证码。若第一笔稍后成功，我们向提供方出示两份记录。

For the bags, the hotel has confirmed receiving one suitcase. The second is still in transit, according to the delivery provider.

行李方面，酒店确认收到一只箱子；配送方说第二只仍在运输。

词块对照

in transit：运输中

The new estimate is four p.m. I have recorded the tracking reference and the agreed update; actual receipt will be checked with the hotel.

新的预计是下午四点，我已记下查询号与约定更新，实际收到再向酒店核对。

词块对照

tracking reference：查询号

Visitor-centre staff have confirmed seats beside the desk and a toilet route without steps, so we can rest here while we coordinate the next stage.

游客中心工作人员确认信息台旁有座椅和无台阶厕所路线，我们可在这里休息并协调下一步。

词块对照

Visitor-centre staff have confirmed seats beside the desk and a toilet route without steps, so we can rest here while we coordinate the next stage.：游客中心工作人员确认信息台旁有座椅和无台阶厕所路线，我们可在这里休息并协调下一步。

Please tell me which issue is still unclear. We have a tested contact, a payment receipt and a named follow-up for the remaining bag.

请告诉我哪项仍不清楚。我们已有测试过的联系、付款凭证和剩余行李的明确跟进方。

词块对照

named follow-up：明确跟进方

句子怎么组合

描述故障，问出条件，确认结果

not working说明未正常工作，compatible with问兼容性，charged与pending区分已扣款和处理中。把工作人员原话准确转述，不把“可咨询”说成“保证可用”。

The provider has confirmed this option works with your phone; let us test the contact method before leaving.

提供方已确认此选项适配你的手机，我们离开前测试联系方式。

词汇与句型讲解

one at a time · 逐项: 例句：Let us deal with these needs one at a time, beginning with a working contact method so we can stay in touch during the tour.
compatible · 兼容的: 例句：Your phone currently works only on Wi-Fi. The provider has checked it and confirmed that the proposed data option is not compatible.
transaction record · 交易记录: 例句：The lunch bill is eighty Chinese yuan in total. Your first payment shows pending, and the merchant is checking its actual transaction record.
in transit · 运输中: 例句：For the bags, the hotel has confirmed receiving one suitcase. The second is still in transit, according to the delivery provider.
tracking reference · 查询号: 例句：The new estimate is four p.m. I have recorded the tracking reference and the agreed update; actual receipt will be checked with the hotel.
named follow-up · 明确跟进方: 例句：Please tell me which issue is still unclear. We have a tested contact, a payment receipt and a named follow-up for the remaining bag.

问题状态 → 已获答复 → 已完成结果 → 明确待办

多项服务用分项记录保持清楚，完成与待办分别说明；不因一项解决就说所有问题都结束。

需要修正：~~Both bags are delivered because the estimated time has passed.~~

正确或更合适的表达：One bag is received; the second is still in transit with a revised estimate.

预计时间过去不证明实际交付，必须依据提供方与接收方状态。

The hotel now confirms both bags are received, so that delivery follow-up is complete. The merchant has also confirmed the first mobile payment, which means lunch was paid twice. We have both records; let us ask the merchant for the refund procedure and the confirmed follow-up contact, without promising an unconfirmed completion time.

酒店现确认两件都收到，行李跟进已完成。商家也确认第一笔手机支付成功，午餐重复付了。我们有两份记录，请商家说明退款流程与已确认跟进联系人，不承诺未经确认的完成时间。

完整工作对话

先听游客或工作人员的话，再尝试回应；需要时看中文与示范。

游客

I cannot receive your app messages outside the hotel.

酒店外我收不到软件消息。

导游

We have tested text messages successfully, so let us use those during this tour. Keep the printed meeting point as a backup.

短信测试成功，本次团用短信联系，也保留打印集合点信息备用。

游客

My payment still says pending. Should I try again?

付款仍显示处理中，要再试吗？

导游

Please wait while the merchant checks the transaction. We should not make another payment without knowing the status of the first.

请等商家查交易，不清楚第一笔状态时不再重复付款。

商家

Merchant speaking. We did not receive it; the guest has paid cash and has the receipt.

我是商家，没收到该笔；客人已付现金并拿到凭证。

导游

Please keep the receipt and operate any password or verification code yourself. If the first transaction later completes, we will present both records to the provider.

请保留凭证并自行操作密码验证码。若第一笔稍后成功，我们向提供方出示两份记录。

游客

Are both my suitcases at the hotel now?

我的两只箱子都在酒店了吗？

导游

For the bags, the hotel has confirmed receiving one suitcase. The second is still in transit, according to the delivery provider.

行李方面，酒店确认收到一只箱子；配送方说第二只仍在运输。

行李配送人员

Delivery provider speaking. The second bag is in transit; the new estimate is four.

我是配送方，第二件仍在运输，新的预计四点。

导游

Thank you. Please confirm the tracking reference and our next update. I will tell the guest this is an estimate and check actual receipt with the hotel.

谢谢，请确认查询号与下次更新。我会告知游客这是估计，并向酒店核对实际收到。

游客

Can we rest while we wait for that update?

等更新时能休息吗？

导游

Visitor-centre staff have confirmed seats beside the desk and a toilet route without steps, so we can rest here while we coordinate the next stage.

游客中心工作人员确认信息台旁有座椅和无台阶厕所路线，我们可在这里休息并协调下一步。

理解与应用练习

先听游客的话。此刻表达的意思是什么？
听力文字提示
I cannot receive your app messages outside the hotel.
酒店外我收不到软件消息。
1. 我是商家，没收到该笔；客人已付现金并拿到凭证。
2. 酒店外我收不到软件消息。
3. 付款仍显示处理中，要再试吗？
做完后核对答案与解释
答案：B
A：刚才这句没有表达“我是商家，没收到该笔；客人已付现金并拿到凭证。”。再听一次，对照关键词与本课完整对话。
B：游客的意思是：酒店外我收不到软件消息。
C：刚才这句没有表达“付款仍显示处理中，要再试吗？”。再听一次，对照关键词与本课完整对话。
结合本课情境，哪句修正了“Both bags are delivered because the estimated time has passed.”中的问题？
1. Both bags are delivered because the estimated time has passed.
2. One bag is received; the second is still in transit with a revised estimate.
做完后核对答案与解释
答案：B
A：这仍是原句。预计时间过去不证明实际交付，必须依据提供方与接收方状态。
B：多项服务用分项记录保持清楚，完成与待办分别说明；不因一项解决就说所有问题都结束。预计时间过去不证明实际交付，必须依据提供方与接收方状态。
一项已解决、另一项仍待处理时，最准确的回告是什么？
1. 为了简单不提尚未解决的问题
2. 所有事情都没问题了
3. 逐项说明完成证据与剩余待办、联系人和反馈安排
做完后核对答案与解释
答案：C
A：这不能妥善完成本课任务。综合服务需要保留每项状态，让游客知道已完成与仍需跟进的部分。
B：这不能妥善完成本课任务。综合服务需要保留每项状态，让游客知道已完成与仍需跟进的部分。
C：综合服务需要保留每项状态，让游客知道已完成与仍需跟进的部分。

场景开口任务

只看任务提纲，先自己说

按优先顺序处理多项服务需求，取得工作人员答复并确认结果。先按工作顺序自己说，卡住时再打开关键词提示。

帮助游客问清城市服务条件，建立备用联系，核对支付与行李结果，并找到适当服务人员。
能询问设备、服务范围、总额与凭证，取得具体答复。
能在网络、支付或行李出问题时组织可执行的下一步并核对结果。

先说一遍，再看参考

Let us deal with these needs one at a time, beginning with a working contact method so we can stay in touch during the tour. Your phone currently works only on Wi-Fi. The provider has checked it and confirmed that the proposed data option is not compatible. We have tested text messages successfully, so that is our agreed contact method; please keep the printed meeting card as a backup. The lunch bill is eighty Chinese yuan in total. Your first payment shows pending, and the merchant is checking its actual transaction record. The merchant has confirmed that no completed payment was received and has accepted your cash instead, with this receipt for the full bill. Please keep the receipt and operate any password or verification code yourself. If the first transaction later completes, we will present both records to the provider. For the bags, the hotel has confirmed receiving one suitcase. The second is still in transit, according to the delivery provider. The new estimate is four p.m. I have recorded the tracking reference and the agreed update; actual receipt will be checked with the hotel. Visitor-centre staff have confirmed seats beside the desk and a toilet route without steps, so we can rest here while we coordinate the next stage. Please tell me which issue is still unclear. We have a tested contact, a payment receipt and a named follow-up for the remaining bag.

我们逐项处理，先建立可用联系方式，让游览中保持联系。手机目前只能用Wi-Fi，提供方检查后确认所提数据选项不适配。短信测试成功，因此约定用短信联系；也请保留打印集合卡备用。午餐账单总计人民币80元，第一笔显示处理中，商家正在查实际交易记录。商家确认未收到成功款项，已改收现金，并给出整单凭证。请保留凭证并自行操作密码验证码。若第一笔稍后成功，我们向提供方出示两份记录。行李方面，酒店确认收到一只箱子；配送方说第二只仍在运输。新的预计是下午四点，我已记下查询号与约定更新，实际收到再向酒店核对。游客中心工作人员确认信息台旁有座椅和无台阶厕所路线，我们可在这里休息并协调下一步。请告诉我哪项仍不清楚。我们已有测试过的联系、付款凭证和剩余行李的明确跟进方。

参考只是一种说法。可以分句、慢说；需要包括任务的关键信息，不必逐字一样。

换了条件，再完成一次

模拟第二件行李实际到酒店，同时商家发现第一笔手机款项也成功了。请更新两项状态，取得重复付款处理联系人，不再追踪已完成行李。

问题状态 → 已获答复 → 已完成结果 → 明确待办
先找出变化了哪项信息，再回应。

先说一遍，再看参考

检查是否真正回应了变化。时间、地点、人数或游客需求不能仍然沿用旧情境。

迁移到新工作条件

同伴把付款改为成功、联系改为手机没电、行李改为仍在原寄存点。按新事实重做，不沿用示例状态。

根据实际状态排序，不照搬示例问题。
付款、联系、行李各有明确结果或待办。
游客能复述下一步和可用求助方法。

先说一遍，再看参考

The payment is confirmed, so we will keep that receipt. With the phone unavailable, use the printed contact card and the agreed service desk. The bags remain at the storage point; let us confirm its collection conditions and arrange the return before the deadline.

付款已确认，保留凭证。手机不可用时使用打印联系卡与约定服务台。行李仍在寄存点，我们确认领取条件，并在期限前安排返回。

先独立完成，再请同伴根据具体行为复核。只说计划不代表实际完成。

怎样判断这课练到了？

我能完成“按优先顺序处理多项服务需求，取得工作人员答复并确认结果。”这项任务。
能询问设备、服务范围、总额与凭证，取得具体答复。
能在网络、支付或行李出问题时组织可执行的下一步并核对结果。

每项分别记：需要示范、需要提示或可以独立完成。自评与真人现场反馈分开。

明天：只看中文任务，先说出本课三句重点表达。
第3天：换姓名、时间或需求，请同伴用本课游客问题及一种近义问法提问。
第7天：把本单元前面三课串起来，做一次连续角色演练；按任务清单找出仍需提示的环节。

完成本单元后，按“围绕一个服务需求完成6–8轮对话”检查实际表现。需要提示的项目继续补练，阶段验收结合真实开口和他人反馈。

进入阶段工作能力任务

游客追问与不同问法

请同伴改变条件和问法。先回答，再核对参考；参考表达可以用自己的简单英语改写。

收不到短信，该向服务台问什么？

I cannot receive a text message. What should we ask the service desk?

先回应，再核对

We can ask about device compatibility, the active service and available verification alternatives, while you keep control of your account.

可询问设备兼容、服务状态和可用验证替代，账户由你操作。

继续追问：

What backup contact can we use?

酒店还没收到配送行李。

The hotel has not received my delivered bag yet.

先回应，再核对

Let us check the order reference, handover record, delivery contact and confirmed destination before asking for an update.

先核对订单编号、交接记录、配送联系和确认目的地，再问进展。

继续追问：

Who will report back?

酒店外我收不到软件消息。

I cannot receive your app messages outside the hotel.

先回应，再核对

We have tested text messages successfully, so let us use those during this tour. Keep the printed meeting point as a backup.

短信测试成功，本次团用短信联系，也保留打印集合点信息备用。

付款仍显示处理中，要再试吗？

My payment still says pending. Should I try again?

先回应，再核对

Please wait while the merchant checks the transaction. We should not make another payment without knowing the status of the first.

请等商家查交易，不清楚第一笔状态时不再重复付款。

我是商家，没收到该笔；客人已付现金并拿到凭证。

Merchant speaking. We did not receive it; the guest has paid cash and has the receipt.

先回应，再核对

Please keep the receipt and operate any password or verification code yourself. If the first transaction later completes, we will present both records to the provider.

请保留凭证并自行操作密码验证码。若第一笔稍后成功，我们向提供方出示两份记录。

我的两只箱子都在酒店了吗？

Are both my suitcases at the hotel now?

先回应，再核对

For the bags, the hotel has confirmed receiving one suitcase. The second is still in transit, according to the delivery provider.

行李方面，酒店确认收到一只箱子；配送方说第二只仍在运输。

我是配送方，第二件仍在运输，新的预计四点。

Delivery provider speaking. The second bag is in transit; the new estimate is four.

先回应，再核对

Thank you. Please confirm the tracking reference and our next update. I will tell the guest this is an estimate and check actual receipt with the hotel.

谢谢，请确认查询号与下次更新。我会告知游客这是估计，并向酒店核对实际收到。

等更新时能休息吗？

Can we rest while we wait for that update?

先回应，再核对

Visitor-centre staff have confirmed seats beside the desk and a toilet route without steps, so we can rest here while we coordinate the next stage.

游客中心工作人员确认信息台旁有座椅和无台阶厕所路线，我们可在这里休息并协调下一步。

事实来源与核实范围

杭州官方 · 入境游客数字旅行指南
核实日期：2026-11-04。用于通信、交通、行李、支付与城市服务的查证入口，不把发布时的服务条件当作永久承诺。

杭州官方 · 入境数字服务
核实日期：2026-11-04。报道涉及通信、酒店、行李与支付服务；具体设备、订单及适用范围仍需向提供方确认。

杭州官方 · 机场支付协助服务
核实日期：2026-11-04。提供支付、换汇、ATM及服务中心的咨询方向；不沿用旧营业时间、费率或退税门槛。

本页为原创教学材料，含AI辅助编写及神经合成示范音频。示例人名、时间、金额和路线不是实时服务安排。更新日期：2026-11-04。编写与维护：导游研习社项目维护者；反馈教材问题。