客舱乘务员服务规范用语指南.doc

_客舱乘务员服务规范用语指南模块一：登机迎客服务1. 您好！早上好！中午好！晚上好！欢迎您登机，见到您很高兴！ Good morning (afternoon /evening) /welcome aboard! / nice to meet you!2. 很乐意为您服务！ Its my pleasure to serve you!3. 您好，欢迎您的到来！Hello，welcome！4. 您好，欢迎您选择川航的班机！Hello，Thank you for choosing Sichuan Airlines. Welcome to Sichuan Airlines.5. 需要我帮您安排座位吗？Can I help you to arrange your seat?6. 您的座位号码在行李架下方有亮灯指示/您的座位号码在行李架的边缘处，请您对号入座。The seat number is marked under the overhead compartment/ on the edge of the compartment，please takes your seat.7. 您的行李物品请有秩序的摆放入行李架内谢谢！/小件物品可以放入座椅下方靠前位置 谢谢！Please put your baggage in the overhead compartment or under the seat in front of you. Thank you. 8.先生/小姐:您好！亲您侧身让身后旅客先通过，以避免客舱拥堵。谢谢！（适用于通道堵塞时）Excuse me，sir/ miss，could you please stand aside (and give way to other passengers? Thank you.9. 您好！先生/小姐：请您出示一下登机牌/可以看一下您的登机牌吗？不好意思，您的座位在x排x座，是前面/后面的座位，您这边请（适用于旅客坐错座位时需调整时）Excuse me, sir/miss, Could you please show me your boarding pass? (Your seat number is _，in the _ row. It is in the front / rear of the cabin.)This way, please!10. 为确保飞行安全，保持飞机配载平衡，请您按登机牌上的号码对号入座。（适用于旅客未对号入座时） To maintain the balance of the aircraft, please take your assigned seat.模块二：延误时登机（迎客/送客）服务1. 欢迎您，让您久等了/ 您辛苦了。 Welcome aboard! Thank you for your waiting!2. 您慢走，感谢您的理解/支持。 Goodbye. Thank you for your support and understanding.模块三：安全检查（起飞/着陆）1. 飞机准备起飞了，请确认您的安全带已经系好。 We are preparing for take-off. (Well take off soon)Please fasten your seat belt.2. 先生/小姐，请您收起小桌板谢谢！ Excuse me, sir/miss, please lock your table in place. (Please put your tray table up.)Thank you3. 先生/小姐，请您调直座椅靠背/ 您的座椅靠背还有些靠后，我再为您调整一下好吗？谢谢！ Excuse me，sir/miss, would you please put your seat into the upright position？ 4 先生/小姐，请你关闭手机电源.谢谢。 Excuse me, sir/miss, please turn off your mobile phone。Thank you。5 先生/小姐，请确认您的手机是否已经关闭。 Excuse me, sir/miss, please make sure that your mobile phone has been turned off。 6 先生/小姐，请您关闭所有电子设备。 Excuse me, sir/miss，please turned off all your electronic devices。7 先生/小姐：您好！请你协助我们打开遮光板适用于靠窗旅客，谢谢。 Excuse me, sir/miss, would you please help me to put down the window shade，thank you。8 先生/小姐：您好！请问毛毯可以回收了吗？如果您还需要使用，请您在离机时放在座位上，谢谢。 Excuse me, sir/miss, may I get your blanket back ？ If you still need it 。pleas put it on your seat when you leave。Thank you。 模块四： 餐饮服务。 头等舱 饮料服务1 先生/小姐：您好！我们的飞机预计在X点X分到达，现在是X点X分，请问你愿意在什么时候用餐？| 请问你需要喝点什么？（递上饮料单） Excuse me, sir/miss, our estimated arrival time （arrival time0is 。 MayI ask what time to have meal？ | would you like something to drink ？2 请问您需要加冰吗？（适用于提供冷饮 Would you like some ice？3 热饮烫口， 请您小心 ！| 请小心饮用热饮（适用于提供热饮）Be careful ，the drink is hot 。its hot4 布置餐桌 先生/小姐：您好！现在可以为您布置餐桌吗？| 现在为你铺上餐桌巾布，让我为你打开小桌板好吗？|麻烦你打开小桌板好吗？ 谢谢! Excuse me, sir/miss, Im now setting the table for you？ may I fetch the table for you?could you please fetch your table ?thank you.一 正餐服务1 先生/小姐：您好！这是为您准备的正餐冷荤套盘，请您慢用，稍后还会为您提供主食Excuse me Sir/Miss, your cold dish, please.We will serve the main course for you later.2 先生/小姐：您好！今天为您准备的主食是XX米饭、XX面条，请问您喜欢哪一种呢？XX rice and XX noodles are available. Which one do you prefer?一点心服务 先生/小姐：您好！这是为您准备的点心套餐冷荤套盘，请你慢用 Excuse me Sir/Miss, your cold dish, please.一小食品/水果服务1 先生/小姐：您好！这是为您准备的水果拼盘，请您慢用Sir/Miss, please enjoy some fresh fruit.2 先生/小姐：您好！这是为您准备的小食品，有XX，请您随意选用 Sir/Miss, please enjoy some snakes.一回收 1 先生/小姐：请问可以给您收走吗？Excuse me Sir/Miss, Have you finished your dinner?2 请问可以为您清理小桌板了吗？ Excuse me, may I clean the table for you?一餐后热饮1 先生/小姐：请问您餐后需要什么热饮吗？我们有准备Excuse me Sir/Miss, would you like to have some hot drink after meal? We have2 热饮烫口，请小心饮用热饮！Excuse me Sir/Miss, the drink is hot, please be careful.一一普通舱一饮料服务1 先生/小姐：您好！请问您需要什么饮料？我们为您准备了，请您选用。Excuse me Sir/Miss, would you like some beverages? We have2 请问您需要加冰吗？（适用于提供冷饮）Would you want to add some ice?3 热饮烫口，请您小心！/请小心饮用热饮（适用于提供热饮） Please be careful, the drink is hot,4 先生/小姐：这是您需要的XX（饮料），请你慢用。 Sir/Miss, your drink, please.一放置桌板您的小桌板放置在座椅扶手里边，需要我帮您取出来吗？（适用于普通舱第一排及出口座位旅客）Your table is in the armrest of your seat. May I fetch it for you?一正餐服务 1 先生/小姐：您好！今天为您准备有XX米饭、XX面条，请问您喜欢哪种口味呢？备注：正餐航段选才餐时，应按照配备的餐食品种介绍菜名（如：红烧肉米饭、香菇鸡肉米饭、土豆烧牛腩米饭、双椒碎肉面）Excuse me Sir/Miss; We are preparing the xx rice noodles today. Which one do you prefer?2 请问辣椒酱（开胃菜）吗？Would you like some chill sauce (appetizer)? 3 请需要辣椒酱的旅客麻烦您打开热食盒，我们为您送上，谢谢！-Chili sauce?-Please open your hot meal box, we will serve it soon.4 请问需要添加热食吗？（适用于热食有富余可以添加时） Would you like some more?4 先生/小姐：请您接好，请您慢用。Excuse me Sir/Miss; please enjoy it.一点心服务/矿泉水/小食品服务1 先生/小姐：您好！请用点心餐。/这是为您准备的点心餐，请您慢用。Excuse me Sir/Miss: we are preparing the refreshments for you，please enjoy it.2 先生/小姐：您好！这是为您准备的小食品/矿泉水，请您慢用。 Excuse me Sir/Miss: your snakes/your mineral water, please.一添加服务1 请问您需要添加什么饮料吗？请问您还需要添加饮料吗？Excuse me, would you like more? 2 需要添加饮料的旅客请您将水杯滴出，谢谢！ Excuse me, would you like more?3 请问你需要添加茶水？咖啡吗？Excuse me Sir/Miss: would you like some tea/coffee?一回收服务1 先生/小姐：您好！请问您用好了吗？ Excuse me Sir/Miss: have you finished?3 先生/小姐：您好！请问可以为您清理小桌板了吗？ Excuse me, may I clean the table for you?4 请将您用完的餐盒、水杯递出，我们为你清理(小桌子)，谢谢! /请将您需要清理的物品递出，我们为您清理（小桌子），谢谢！ Excuse me sir/Miss, have you finished? May I clean the table for you?一餐车通道进行时餐车经过，请您小心餐车经过，通道两边的旅客请您当心 Food cart is moving, please be careful 模块五：巡视客舱、呼唤铃服务、会员卡服务1 .先生、小姐：您好！请问有什么需要吗？请问有什么可以帮您的吗？ Excuse me sir/Miss what can I do for you? 2 请问需要为您打开阅读灯吗？Would you need to turn on the on reading light? 3 请问您感觉客舱温度还合适吗？ How about the cabin temperature?4 请问您的小桌子板需要清理吗？ Could l clean the table for you?5 请问需要办理会员卡