Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest___36___ out of our Polynesian Village resort（度假勝地）at Walt Disney was asked how she ___37___ her visit. She told the front-desk clerk she had had a (n) ___38___ vacation, but was heartbroken about ___39___ several rolls of Kodak color film she had not yet ___40___. At that moment she was particularly ___41___ over the loss of the pictures she had shot at our Polynesian Luau, 42___ this was a memory she especially treasured.

Now, please understand that we have no written service rules___43___ lost photos in the park. 44___, the clerk at the front desk___45___ Disney’s idea of caring for our ___46___. She asked the woman to leave her a couple rolls of ___47___ film, promising she would take care of the rest of our show at Polynesian Luau.

Two weeks later the guest received a ___48___at her home. In it were photos of all the actors of our show, 49___ signed by each performer. There were also ___50___ of the public procession（游行隊(duì)伍）and fireworks in the park, taken by the front-desk clerk in her own ___51___ after work. I happened to know this ___52___ because this guest wrote us a letter. She said that ___53___ in her life had she received such good service from any business.

Excellent ___54___ does not come from policy (政策性的)handbooks. It comes from people who ___55___ —and from a culture that encourages and models that attitude.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

36---55    BDBCA   DCABA   BADBB   CACDA            


解析:

36. B。work out 意為“算出”，try out意為“測(cè)試”，stay out意為“不在家”，均不符文意，check out表示在旅館結(jié)賬退房。

37. D。enjoy意為“享受”，向這位即將離去的客人詢問她是怎樣享受她的假期的。

38. B。but表示轉(zhuǎn)折，她在這里度過了非常愉快的假期，只是因丟了膠卷而感到有些難過。

39. C。由下文中的the loss of the pictures可知答案。

40. A。develop意為“沖洗（膠卷）”，膠卷還未沖洗就丟了。

41. D。由上文中的heartbroken可知這里是說她那時(shí)非常傷心。

42. C。由as引導(dǎo)的原因狀語從句，表示原因，她傷心是因?yàn)樗浅Ｕ湟曔@份記憶。

43. A。cover意為“包含”，迪斯尼的服務(wù)中沒有包含處理在公園丟失照片的條例。

44. B。雖然沒有處理丟失照片的服務(wù)條例，但迪斯尼的工作人員卻通過別的方式解決了問題，fortunately意為“幸運(yùn)地”，表示轉(zhuǎn)折。

45. A。正是工作人員對(duì)迪斯尼服務(wù)宗旨的了解，讓她繼續(xù)為客人服務(wù)，想辦法解決問題。

46. B。顯而易見，迪斯尼服務(wù)的對(duì)象是度假的客人，故選B。

47. A。由下文可知工作人員是要客人留下沒有用過的膠卷。

48. D。由下文可知是工作人員將照片以郵寄的方式寄給了她，packet意為“包裹”。

49. B。personally意為“個(gè)人地”，由每個(gè)表演者自己簽上名字。

50. B。由下文中的take可知這里是pictures，take pictures意為“照相”。

51. C。由after work可知她是利用下班后自己的時(shí)間來照這些相片的。

52. A。此處story意為“（真實(shí)的）故事”，客人寫信給我們，我也就知道了這個(gè)故事。

53. C。由后句中出現(xiàn)的部分倒裝可知此處填否定副詞，從而排除A、B、D三項(xiàng)。

54. D。由上文可知這里是指服務(wù)，優(yōu)秀的服務(wù)并不僅來自于服務(wù)條例。

55. A。 care意為“關(guān)心”，不僅要了解服務(wù)條例，更重要的是具有服務(wù)意識(shí)，為客人著想，這才是真正服務(wù)于客人。

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