Ⅰ.阅读理解

　　Forget calling the front desk. If you're a guest at an Affinia hotel, the staff (员工) will try to find out what you need just by looking at you.

　　The Affinia Hotel Collection is improving service in its five hotels in New York City and one each in Chicago and Washington, D．C. Everyone from housekeeping to management will communicate with guests based on body language.

　　A body language expert trained employees on what cues (信号) to look for. A guest who makes eye contact (接触) while walking down the hall, for example, may be open to conversation. A businessman frequently touching an ear is probably nervous and may be interested in a therapeutic pillow (理疗枕头)．

　　"So many companies, when they talk about service, they program it to how many rings till you answer the phone，" says John Moser, marketing officer for Affinia. "That doesn't sound very reasonable. Let's give employees some tools they can use to find out what's the right way to talk with somebody at a particular time."

　　Patti Wood, a body language expert who carried out the Affinia training, says she has never seen such training given to all hotel employees. "All of the training is to make sure every single guest is treated as special，" she says.

　　Staff questions about a guest's day won't disappear, Moser says. But, he says, small talk isn't always enough to get a reading of a guest's needs: "You can't always tell from the first sentence whether someone is happy or unhappy，" he says. "Measuring some of the things they're showing, with the way they're talking to you, can help our employees provide a service that's more personal for them."

　　语篇解读：本文是说明文。为了提供更好的服务，Affinia连锁酒店培训员工识别客人的肢体语言。

　　1．What are Affinia hotels doing?

　　A．Understanding their employees better.

　　B．Setting up new hotels in different cities.

　　C．Improving their employees' body language.

　　D．Training employees to understand guests' needs better.

　　解析：选D　细节理解题。根据第二段末的"Everyone from housekeeping to management will communicate with guests based on body language."及第三段开头的"A body language expert trained employees on what cues (信号) to look for."可知，Affinia连锁酒店培训其员工识别客人的肢体语言，以便更好地与其交流。

　　2．What should a hotel employee do if a guest looks into his or her eye?

A．Offer a pillow.