客艙乘務(wù)員服務(wù)規(guī)范用語指南

1、客艙乘務(wù)員服務(wù)規(guī)范用語指南模塊一：登機(jī)迎客服務(wù)1. 您好！早上好！中午好！晚上好！歡迎您登機(jī)，見到您很高興！ Good morning (afternoon /evening) /welcome aboard! / nice to meet you!2. 很樂意為您服務(wù)！ Its my pleasure to serve you!3. 您好，歡迎您的到來！Hello，welcome！4. 您好，歡迎您選擇川航的班機(jī)！Hello，Thank you for choosing Sichuan Airlines. Welcome to Sichuan Airlines.5. 需要我?guī)湍才抛粏?？C

2、an I help you to arrange your seat?6. 您的座位號碼在行李架下方有亮燈指示/您的座位號碼在行李架的邊緣處，請您對號入座。The seat number is marked under the overhead compartment/ on the edge of the compartment，please takes your seat.7. 您的行李物品請有秩序的擺放入行李架內(nèi)謝謝！/小件物品可以放入座椅下方靠前位置 謝謝！Please put your baggage in the overhead compartment or under the

3、seat in front of you. Thank you. 8.先生/小姐:您好！親您側(cè)身讓身后旅客先通過，以避免客艙擁堵。謝謝！（適用于通道堵塞時）Excuse me，sir/ miss，could you please stand aside (and give way to other passengers? Thank you.9. 您好！先生/小姐：請您出示一下登機(jī)牌/可以看一下您的登機(jī)牌嗎？不好意思，您的座位在x排x座，是前面/后面的座位，您這邊請（適用于旅客坐錯座位時需調(diào)整時）Excuse me, sir/miss, Could you please show me you

4、r boarding pass? (Your seat number is _，in the _ row. It is in the front / rear of the cabin.)This way, please!10. 為確保飛行安全，保持飛機(jī)配載平衡，請您按登機(jī)牌上的號碼對號入座。（適用于旅客未對號入座時） To maintain the balance of the aircraft, please take your assigned seat.模塊二：延誤時登機(jī)（迎客/送客）服務(wù)1. 歡迎您，讓您久等了/ 您辛苦了。 Welcome aboard! Thank you for

5、 your waiting!2. 您慢走，感謝您的理解/支持。 Goodbye. Thank you for your support and understanding.模塊三：安全檢查（起飛/著陸）1. 飛機(jī)準(zhǔn)備起飛了，請確認(rèn)您的安全帶已經(jīng)系好。 We are preparing for take-off. (Well take off soon)Please fasten your seat belt.2. 先生/小姐，請您收起小桌板謝謝！ Excuse me, sir/miss, please lock your table in place. (Please put your tra

6、y table up.)Thank you3. 先生/小姐，請您調(diào)直座椅靠背/ 您的座椅靠背還有些靠后，我再為您調(diào)整一下好嗎？謝謝！ Excuse me，sir/miss, would you please put your seat into the upright position？ 4 先生/小姐，請你關(guān)閉手機(jī)電源.謝謝。 Excuse me, sir/miss, please turn off your mobile phone。Thank you。5 先生/小姐，請確認(rèn)您的手機(jī)是否已經(jīng)關(guān)閉。 Excuse me, sir/miss, please make sure that you

7、r mobile phone has been turned off。 6 先生/小姐，請您關(guān)閉所有電子設(shè)備。 Excuse me, sir/miss，please turned off all your electronic devices。7 先生/小姐：您好！請你協(xié)助我們打開遮光板適用于靠窗旅客，謝謝。 Excuse me, sir/miss, would you please help me to put down the window shade，thank you。8 先生/小姐：您好！請問毛毯可以回收了嗎？如果您還需要使用，請您在離機(jī)時放在座位上，謝謝。 Excuse me, s

8、ir/miss, may I get your blanket back ？ If you still need it 。pleas put it on your seat when you leave。Thank you。 模塊四： 餐飲服務(wù)。 頭等艙 飲料服務(wù)1 先生/小姐：您好！我們的飛機(jī)預(yù)計在X點X分到達(dá)，現(xiàn)在是X點X分，請問你愿意在什么時候用餐？| 請問你需要喝點什么？（遞上飲料單） Excuse me, sir/miss, our estimated arrival time （arrival time0is 。 MayI ask what time to have meal？ |

9、 would you like something to drink ？2 請問您需要加冰嗎？（適用于提供冷飲 Would you like some ice？3 熱飲燙口， 請您小心 ！| 請小心飲用熱飲（適用于提供熱飲）Be careful ，the drink is hot 。its hot4 布置餐桌 先生/小姐：您好！現(xiàn)在可以為您布置餐桌嗎？| 現(xiàn)在為你鋪上餐桌巾布，讓我為你打開小桌板好嗎？|麻煩你打開小桌板好嗎？ 謝謝! Excuse me, sir/miss, Im now setting the table for you？ may I fetch the table for

10、you?could you please fetch your table ?thank you.一 正餐服務(wù)1 先生/小姐：您好！這是為您準(zhǔn)備的正餐冷葷套盤，請您慢用，稍后還會為您提供主食Excuse me Sir/Miss, your cold dish, please.We will serve the main course for you later.2 先生/小姐：您好！今天為您準(zhǔn)備的主食是XX米飯、XX面條，請問您喜歡哪一種呢？XX rice and XX noodles are available. Which one do you prefer?一點心服務(wù) 先生/小姐：您好！

11、這是為您準(zhǔn)備的點心套餐冷葷套盤，請你慢用 Excuse me Sir/Miss, your cold dish, please.一小食品/水果服務(wù)1 先生/小姐：您好！這是為您準(zhǔn)備的水果拼盤，請您慢用Sir/Miss, please enjoy some fresh fruit.2 先生/小姐：您好！這是為您準(zhǔn)備的小食品，有XX，請您隨意選用 Sir/Miss, please enjoy some snakes.一回收 1 先生/小姐：請問可以給您收走嗎？Excuse me Sir/Miss, Have you finished your dinner?2 請問可以為您清理小桌板了嗎？ Exc

12、use me, may I clean the table for you?一餐后熱飲1 先生/小姐：請問您餐后需要什么熱飲嗎？我們有準(zhǔn)備Excuse me Sir/Miss, would you like to have some hot drink after meal? We have2 熱飲燙口，請小心飲用熱飲！Excuse me Sir/Miss, the drink is hot, please be careful.一一普通艙一飲料服務(wù)1 先生/小姐：您好！請問您需要什么飲料？我們?yōu)槟鷾?zhǔn)備了，請您選用。Excuse me Sir/Miss, would you like some

13、 beverages? We have2 請問您需要加冰嗎？（適用于提供冷飲）Would you want to add some ice?3 熱飲燙口，請您小心！/請小心飲用熱飲（適用于提供熱飲） Please be careful, the drink is hot,4 先生/小姐：這是您需要的XX（飲料），請你慢用。 Sir/Miss, your drink, please.一放置桌板您的小桌板放置在座椅扶手里邊，需要我?guī)湍〕鰜韱?？（適用于普通艙第一排及出口座位旅客）Your table is in the armrest of your seat. May I fetch it fo

14、r you?一正餐服務(wù) 1 先生/小姐：您好！今天為您準(zhǔn)備有XX米飯、XX面條，請問您喜歡哪種口味呢？備注：正餐航段選才餐時，應(yīng)按照配備的餐食品種介紹菜名（如：紅燒肉米飯、香菇雞肉米飯、土豆燒牛腩米飯、雙椒碎肉面）Excuse me Sir/Miss; We are preparing the xx rice noodles today. Which one do you prefer?2 請問辣椒醬（開胃菜）嗎？Would you like some chill sauce (appetizer)? 3 請需要辣椒醬的旅客麻煩您打開熱食盒，我們?yōu)槟蜕?，謝謝！-Chili sauce?-Pl

15、ease open your hot meal box, we will serve it soon.4 請問需要添加熱食嗎？（適用于熱食有富余可以添加時） Would you like some more?4 先生/小姐：請您接好，請您慢用。Excuse me Sir/Miss; please enjoy it.一點心服務(wù)/礦泉水/小食品服務(wù)1 先生/小姐：您好！請用點心餐。/這是為您準(zhǔn)備的點心餐，請您慢用。Excuse me Sir/Miss: we are preparing the refreshments for you，please enjoy it.2 先生/小姐：您好！這是為您

16、準(zhǔn)備的小食品/礦泉水，請您慢用。 Excuse me Sir/Miss: your snakes/your mineral water, please.一添加服務(wù)1 請問您需要添加什么飲料嗎？請問您還需要添加飲料嗎？Excuse me, would you like more? 2 需要添加飲料的旅客請您將水杯滴出，謝謝！ Excuse me, would you like more?3 請問你需要添加茶水？咖啡嗎？Excuse me Sir/Miss: would you like some tea/coffee?一回收服務(wù)1 先生/小姐：您好！請問您用好了嗎？ Excuse me Sir/

17、Miss: have you finished?3 先生/小姐：您好！請問可以為您清理小桌板了嗎？ Excuse me, may I clean the table for you?4 請將您用完的餐盒、水杯遞出，我們?yōu)槟闱謇?小桌子)，謝謝! /請將您需要清理的物品遞出，我們?yōu)槟謇恚ㄐ∽雷樱?，謝謝！ Excuse me sir/Miss, have you finished? May I clean the table for you?一餐車通道進(jìn)行時餐車經(jīng)過，請您小心···餐車經(jīng)過，通道兩邊的旅客請您當(dāng)心··· Food cart is moving, please be careful 模塊五：巡視客艙、呼喚鈴服務(wù)、會員卡服務(wù)1 .先生、小姐：您好！請問有什么需要嗎？請問有什么可以幫您的嗎？ Excuse me sir/Miss what can I do for you? 2 請問需要為您打開閱讀燈嗎？Would you need to turn on the on reading light? 3 請問您感覺客艙溫度還合適嗎？ How about the cabin temperature?4 請問您的小桌子板需要清理嗎？ Could