Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest___36___ out of our Polynesian Village resort（度假胜地）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（游行队伍）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
36. B。work out 意为“算出”，try out意为“测试”，stay out意为“不在家”，均不符文意，check out表示在旅馆结账退房。
37. D。enjoy意为“享受”，向这位即将离去的客人询问她是怎样享受她的假期的。
38. B。but表示转折，她在这里度过了非常愉快的假期，只是因丢了胶卷而感到有些难过。
39. C。由下文中的the loss of the pictures可知答案。
40. A。develop意为“冲洗（胶卷）”，胶卷还未冲洗就丢了。
41. D。由上文中的heartbroken可知这里是说她那时非常伤心。
42. C。由as引导的原因状语从句，表示原因，她伤心是因为她非常珍视这份记忆。
43. A。cover意为“包含”，迪斯尼的服务中没有包含处理在公园丢失照片的条例。
44. B。虽然没有处理丢失照片的服务条例，但迪斯尼的工作人员却通过别的方式解决了问题，fortunately意为“幸运地”，表示转折。
45. A。正是工作人员对迪斯尼服务宗旨的了解，让她继续为客人服务，想办法解决问题。
46. B。显而易见，迪斯尼服务的对象是度假的客人，故选B。
47. A。由下文可知工作人员是要客人留下没有用过的胶卷。
48. D。由下文可知是工作人员将照片以邮寄的方式寄给了她，packet意为“包裹”。
49. B。personally意为“个人地”，由每个表演者自己签上名字。
50. B。由下文中的take可知这里是pictures，take pictures意为“照相”。
51. C。由after work可知她是利用下班后自己的时间来照这些相片的。
52. A。此处story意为“（真实的）故事”，客人写信给我们，我也就知道了这个故事。
53. C。由后句中出现的部分倒装可知此处填否定副词，从而排除A、B、D三项。
54. D。由上文可知这里是指服务，优秀的服务并不仅来自于服务条例。
55. A。care意为“关心”，不仅要了解服务条例，更重要的是具有服务意识，为客人着想，这才是真正服务于客人。