城市轨道交通专业英语（运营管理方向）

1Part1

SituationalConversation

情景对话Situation1GreetingsandaskingforhelpSituation2PublicService Situation3Ticketing Situation4RechargeableCard Situation5First&Lasttrain Situation6TrainIntervals Situation7Delay&ReturnaticketSituation8Invalidticket Situation9Equipmentfailure 3Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,howcanIgettotheNO.1Hospital?打扰了,我怎样才能去第一医院？M：Youcan'tgettheredirectlyfromhere.YoushouldgetoffatMartyrsCemeteryStationandtransfertoLine3.从这里不能直接去医院。您必须在烈士陵园站下车,换乘3号线。P：Couldyouputitmoreprecisely?您能说得详细点吗？M：Sure!WhenyougetoffatMartyrsCemeteryStation,youshouldwalkovertotheoppositeplatformandthenchangetoline3toNewTownofPearlRiverStation.当然!您在烈士陵园下车,换乘3号线列车,到达珠江新城站。P：WhichexitshouldItakeforthere?我到了之后该从哪个出口出去呢？M：ExitEisright,wherethereisabusstop.到了之后在E出口出,上面有公交接驳。P：Thankyouverymuch!非常感谢！M：Youarewelcome!不客气！Dialogue3P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,howcanIgettoCulturalPark？打扰了,请问到文化公园怎么走？M：YoucantakeLine1toTiyuxiLuStation,andthenchangeLine3toCulturalParkStation.先乘1号线到体育西路,然后换乘3号线到文化公园下车。P：Howlongdidittaketogetthere？到那里要花多长时间？M：About25minutes.大约25分钟。P：Okay.CouldyoutellmethelasttrainsrunningscheduleofTiyuxiLuStationandChigangPagodaStation?I'mafraidofmissingit.好的。您能告诉我体育西路和赤岗塔路的末班车时间吗？我怕错过时间。M：Pleasewaitamomentandletmehaveacheck.Thelastsubwayonline1toXiLangdirectionpassesTiyuxiLuStationat23：34,whileline3toChigangPagodadirectionisat23：16.Soyou'dbettergettoTiyuxiLuStationearlier.请等一下,我查查。1号线往西朗方向的末班车是23：34经过体育西站,但3号线往赤岗塔站方向的末班车是23点16。您最好早点赶到体育西路。P：Isee.Manythanksforhelpinghere!我知道了。非常感谢您的帮助！M：You'rewelcome.不客气。4Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,whereamIinthismap?请问我现在在地图上哪个位置？M：Youarehere,XiangjiangHotel.Youareintheheartofthecity.您现在在这里,湘江宾馆。城市的中心。P：Oh,IthinkIamlost.CanIgofromheretoRenmingPark?我想我迷路了。我从这里能到人民公园吗？M：YoucantakeaNO.8bustotheRenmingParkstationattheexitC1.您可以从C1口出坐8路公交车到人民公园。5Situation2

PublicService公共服务P：PassengerM：MetroStaffP：乘客M：地铁工作人员M：Hello,mayIhelpyou?您好,请问有什么需要帮忙的吗？P：Yes,I'dliketoreportalostbackpack.Ileftitonthetrain.是的,我想报失一个背包。我把它落在列车上了。M：Iamsosorrytohearthat.Pleasetellmethearrivaltimeanddirectionofthetrain.我很遗憾。请问那趟列车的方向和时间。P：Well,thetrainjustleftthestationaminuteago.好,就是刚刚一分钟之前离开的那趟列车。M：Isee.Canyoudescribeyourbackpack?我明白了,你能描述一下你的背包吗？P：It'sablackandleatheryonewhichcontainsmywalletandsomefiles.是一个黑色的皮革背包,里面装了我的钱包和一些文件。M：Well,wewilltryourbesttofindit.Wouldyoutellmeyournameandphonenumber?I'llcontactyouassoonaswefindit.我们会尽全力去找到它。能告诉我你的名字和电话号码吗？我们一找到就会与您联系。Dialogue1Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme.Whereisthetoilet?打扰一下,请问厕所在哪里？M：Umm......Gostraightandyouwillfindthetoiletonyourrightside.嗯......直走你就会发现厕所在你的右边。P：Oh,thanks!噢,谢谢你！M：You'rewelcome!不客气！6Dialogue3P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,myfriendhasabadheadache.对不起,我的朋友头疼的很厉害。M：Pleaselieonthebenchandhavearest.LetmecalltheEmergencyCenter.请躺在长椅上休息一下。我来拨打急救中心的电话。P：Isitopennow?急救中心现在还开着吗？M：Yes,itopensround-the-clock.开着的,它全天24小时服务。P：Thanksalot!非常感谢！M：Mypleasure!Dialogue4P：PassengerM：MetroStaffP：乘客M：地铁工作人员M：Yourluggageistooheavy.Letmegiveyouahand.您的行李太重了,让我来帮您拿吧？P：It'sverykindofyou.你太好了。M：Youarewelcome.Ifyouhaveanytrouble,pleasefeelfreetocontactthestationstaffs.Itisourpleasuretoserveyou.不客气,如果您还有什么困难请与车站工作人员联系,我们都很乐意为您服务。Dialogue5P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Oh,mygod!Myumbrellafellintothetrack.天哪！我的雨伞掉进轨道里去了。M：Takeiteasy,wewillhelpyou.别紧张,我们将帮助您P：CanItakeitbackatonce?我能马上拿回它吗？M：Sorry,I'mafraidthatwecan'tpickupyourumbrellaimmediatelybecauseit'stherunningline.对不起,我想我们不能马上拾回您的雨伞,因为这是运营线路。P：ButwhencanItakeitback?但是什么时候可以拿回？M：Wejustcangetitinno-traffichours.Don'tworry,wewillreturnittoyouassoonaswepickitup.我们只能在非运营时间拿回,别担心,我们一拾回它会尽快完整无缺地归还给您。8Situation3

Ticketing售票P：PassengerM：MetroStaffP：乘客M：地铁工作人员M：Hello,canIhelpyou?你好,有什么可以帮助你吗？P：It'smyfirsttimetotakethesubway.Canyoutellmehowtobuyaticket?这是我第一次乘坐地铁,你能告诉我怎样买票吗？M：Sure,therearethreewaystobuyaticket.当然可以,有三种方式可以乘坐地铁。P：Wow,that'ssomany.哇,这么多。M：ThefirstwayistooperateTVM（TicketVendingMachine）togetaone-wayticketfollowingprompts.Second,youcanbuyaticketinticketofficewheretheconductorsellstickets.Thirdly,youcanuseMetrorechargeablecard.Bythisway,youcanswipethroughthegate,don'tneedtobuyticketsanymore.第一种方法是在TVM（自动售票机）上根据提示操作购买。第二,你也可以在售票处买票,有售票员在卖票。第三,使用充值卡,用这种方法,您可以刷卡乘坐地铁,不需要买票了。P：Icanbuyticketsinsuch3ways,allright?这三种方法都可以买票,对吗？M：Ofcourse.是的。P：Thanksalot.非常感谢。Dialogue19Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,wouldyoupleasetellmehowtobuyaticketonTVM?打扰一下,你能告诉我怎样在自动售票机上买票吗？M：I'mgladtohelpyou.First,selectdestinationontheroutemapandthenumberoftickets,waituntilthepriceinformationshowingonthescreen.Theninsertcoinsorbanknotesintotheslot.TheTVMcanaccept￥1,￥5,￥10.Lastbutnotleast,don'tforgettocollectyourticketandchangefromtheslot.很高兴帮助您！首先,在路线地图上选好目的地,等一会直到屏幕上出现价格信息,然后投硬币或钱,自动售票机可以接受一元、五元、十元。最后但也很重要,不要忘记从出币口取走你的票和钱。P：That'stoocomplex,canIbuytickethere?真复杂,我可以在这买票吗？M：Sorry,weonlydealwithenquiries.HereisjusttheCustomerServiceCenter.不行,我们只负责解答疑惑,这里只是客服中心。P：Iamgratefulfortheinformationyouhaveprovided.感谢你提供的信息。M：It'smyduty.别客气,这是我的责任。Dialogue3P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：WhyIcan'tbuyaticketontheTicketVendingMachine?为什么我不能在自动售票机上买票？M：I'msorry,theTVMcan'tworknow,youcanbuyticketsinticketoffice.很抱歉,自动售票机出了故障。你可以在人工售票亭买票。P：Alright.M：Wherewouldyouliketogo?好的。你要去哪里？P：WuyiSquare.M：Howmanyticketsdoyouwant?五一广场。你要买几张票？P：Twotickets.M：Fouryuaninall.两张票。一共四元。P：Hereyouare.M：Thisisyourticketsandchange.给你。这是您的票和零钱。P：Thankyou!M：Youarewelcome!谢谢你！不客气！10Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,wherecanIgettheticket?不好意思,我在哪里买票呢？M：YoucangetitattheTicketCenter.PleaselineupattheTicketCenter.您可以在票务中心买票,请在这里排队。P：WhatkindofticketshouldIbuy?我应该买哪种车票呢？M：Youcanchoosethestored-valueticketorsinglejourneyticket.Usually,theSVTissoldattheTicketCenter;andthesinglejourneyticketissoldontheTicketVendingMachine.您可以选择储值票或者单程票,通常,储值票在票务中心买,单程票在自动售票机上买。P：Howlongisthevalidityperiodofasinglejourneyticket?单程票的有效期是多久？M：Thesinglejourneyticketisvalidattherightday.单程票在当天的运营时间内有效。12Situation4

RechargeableCard充值卡P：PassengerM：MetroStaffP：乘客M：地铁工作人员M：Hello,whatcanIdoforyou?你好,有什么可以帮助你吗?P：Iwanttorecharge100RMBtomycard.我想充值100元。M：Takecash100yuanandrecharge100yuantoyourcard,thebalancenowis115yuan.Hereyouare.收取你现金100元,充值100元,您卡内余额115元。请收好你的卡。P：Canyougivetheinvoice?能给我发票吗？M：Sorry,Icanonlyprovidereceiptnow.YoucanaskforinvoiceintheCustomerServiceCenter.现在我只能提供小票。您去客服中心可索取发票。P：Oh,Igotit.Thanksalot!我明白了,非常感谢！M：Youarewelcome!不客气！Dialogue113Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：WherecanIrechargemycard,please?请问交通卡充值在哪里？M：YoucanrechargeitthroughtheAutomaticValue-addedMachineortheCustomerServiceCenter.请在自动充值机或去客服中心充值。P：PleasetellmehowtorechargemycardonAVM.请告诉我如何给在AVM上给储值卡充值？M：I'mgladtohelpyou.First,clicktheaddvaluebuttononAVM.Second,insertyourstoredvaluecardintheslot,theninsertbanknote,clicktheconfirmationbuttonafteryouseeingthevalueinformationonthescreen.Finally,takeoutyourstoredvaluecard.很高兴帮助您！首先,请按充值键,然后插入储值卡,放入纸币,根据屏幕显示金额信息,按确认键,充值成功,取回您的储值卡。P：Oh,Igotit.Thanksalot!我明白了,非常感谢！M：Youarewelcome!不客气!Dialogue3P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,mycarddoesn'twork.WherecanIreplaceit?您好,我的一卡通坏了,该去哪换呢？M：Wecan'tdoithere.YoumaygototheLibraryStationtoreplaceit.这儿换不了,你得到图书馆站去换。P：CanIhavetherefundforcardcost?能退卡的工本费吗？M：Ifthecardisdamaged,itscostcannotberefunded.如果卡有损伤,卡的工本费就不能退了。P：Howaboutthebalanceonmycard?那卡里的余额呢？M：Thebalancewillbetransferredtoyournewcard.卡里的余额会转到新卡里。14Dialogue4P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,Ilostmycard.WhatcanIdo?您好,我的卡丢了该怎么办？M：I'msorry.Thecardisnon-registered.Youhavetoapplyforanewone.抱歉,卡片是不记名的。您得再办一张。P：OK.Iwanttodothatnow.Besides,ifmycardbreaks,canIreplaceit?好吧。我现在就要办一张。还有,如果卡坏了可以换吗？M：Yes,youcanbringyourcardandreceipttoreplaceitattheLibraryStation.可以拿收据到图书馆站地铁站换。Dialogue6P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Iwanttorechargemystorevaluecard.我想给储值卡充值M：Howmuchwouldyouliketorecharge?请问您想充多少钱？P：Iwanttoput50yuaninmycard.我想充50元放我的卡里。M：OK,pleasehangon.It'sdone.Thereis50yuaninyourcardnow,pleasehaveacheck.好的,请稍等。可以了。现在您的卡上有50元钱,请确认一下。P：Thankyou!谢谢！M：Youarewelcome!不用谢！额会转到新卡里。P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,isthereanyticketorcardlikeOctopuscardinHongKong?请问这里有像香港八达通之类的储值卡吗？M：Yes,wehaveChangshaTongcard.YoucanbuyitintheCustomerServiceCenter.我们这里有长沙通。您可以在客服中心购买。Dialogue516Situation5

First&Lasttrain首班车&末班车P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Hello,whenisthefirsttraintoPedestrianStreet?您好,请问到步行街最早的1班车是几点？M：NowyourpositionisinLibrary,thefirsttrainis6：33.现在您所在的位置是图书馆,首班车最早为6：33。P：Andwhenisthelasttrain?那请问末班车的时间呢？M：Thelasttrainis22：42.末班车最晚为22：42。P：Thanks!谢谢！M：Youarewelcome.Iwishyouahappyvoyage.不用,祝您一路顺风。Dialogue1Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Howoftendoesthesubwayrun?请问地铁多久一趟啊？M：Thesubwaysarerunningonafive-minuteheadway.每隔5分钟一趟。P：Whydoesn'tthetraincome?那为什么还不来啊？M：Sir,it'salready23：00,thelastsubwaytoTrainStationis22：42.先生现在已经23点了,去往火车站方向的末班车为22：42分。P：Soisit.Thankyou.原来是这样,谢谢。18Situation6

TrainIntervals列车间隔P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Howlongisaboutthetrainheadwaynow?前的列车间隔是几分钟？M：Inrushhours,thetrainheadwayis3minutes;atoff-peaktime,it's5minutes.在高峰期,列车的间隔是3分钟；在非高峰期,列车的间隔是5分钟。Dialogue1Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,whenwillthenexttrainarrive?请问下一班车什么时候到？M：About3minutes,pleasewaitamoment.大概3分钟,请稍等。P：Howoftendoesthetrainrun?请问列车间隔是多少？M：Aroundevery10minutes.大约10分钟。20Situation7

Delay&Returnaticket晚点&退票P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：What'sthematter?Whyhasn'tthetrainarrivedyet?出什么事了？为什么列车还没有到？M：Sorrytokeepyouwaiting.Theremustbesomethingwrong.Pleasewaitpatiently.Ifyouareinahurry,youcanchangeanothertransportation.抱歉让您久等,列车可能出现故障。请耐心等候!如果您有急事,可以转乘其它交通工具。P：Howaboutmyticket?我的票怎么办？M：Wecanreturnthefare.我们可以办理退票手续。Dialogue1Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Pleasetellmewhythesubwaydoesn'tcome?IamafraidthatIcan'tcatchthetrain!请告诉我为什么地铁还没有来？我恐怕快赶不上火车了！M：Theremustbesomethingwrong,whenthesubwayisrunning.可能列车在运行途中出了点问题。M：First,Youcanreturntheticket,andthengotothetrainstationtoalteritbytaxi.I'msosorryabouttheinconveniencethatwetaketoyou.你可以先退票,再坐出租车去火车站改签。对于列车故障给您带来的不便我们感到非常抱歉。21Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员M：Shalom,whatcanIdoforyou?您好,请问有什么需要帮助的吗？P：Iwanttoreturnmyticket.我想要退票。M：OK.Pleasewaitamoment.Thisisyourrefund.Pleasekeepit.好的,请稍等。这是您的退票费。请您收好。P：Thanks.谢谢。Dialogue3P：PassengerM：MetroStaffP：乘客M：地铁工作人员M：Excuseme,youcan'tgodowntheplatformandtakethetrainnow.对不起,您现在不能下站台搭地铁。P：Why?Whathappened?为什么？发生什么事了？M：Thetrainisoutofservice.Allpassengersarerequestedtoleavethestationnow.列车暂停服务,所有的乘客请现在离开车站。P：ButIhaveboughtthefare.但是我已经买了票。M：YoucanreturnthetokentotheCustomerServiceCenter.您可以去客服中心退票。23Situation8

Invalidticket无效票P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Whatisthematter?IswipethecardbutIcan'tenterin.怎么回事？我刷了卡,但是我进不去。M：Letmecheckitforyou.Theticketisinvalid,pleaseasktheCustomerServiceCenterforhelp.Followme,please.让我帮你看看吧。这张票已失效,请到客服中心办理,请您跟我来。P：Youhavetopayoneyuanmoreforinsufficientticketprice.票价不足,您应该补1元。M：Hereyouare!给你！P：Thisisyournewcard.Pleasekeepitwell.这是你的新票。请保管好。Dialogue1Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Hello!CouldyoutellmewhatcanIdoforyou?您好！请问有什么可以帮您的？M：Hello!What'swrongwiththisgate?你好！这个闸机怎么了？P：Letmecheckitforyou.Yourticketisinvalid.PleasefollowmetotheCustomerServiceCenter.让我帮你看看。这个票已经失效了,请跟我到客服中心办理。P：OK.Thankyou!好的。谢谢！M：It'smypleasure!这是我的荣幸！25Situation9

Equipmentfailure设备故障P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：hat'swrongwithmyticket?我的车票怎么了？M：Yourticketisovertravel,pleasepaytheexactfare.您的车票超程了,请付足车费。Dialogue1Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：WhatcanIdoifIputthecoinsintoTVM,butnoticketcomesout?我投币到自动售票机但没出票怎么办？M：Don'tworry,ifithappened,thestationattendantwouldgiveyouafreesingleticket,afterweconfirmthissituation.别着急,如果是这样,经过站务员确认后,会免费给您一张单程票。Dialogue3P：PassengerM：MetroStaffP：乘客M：地铁工作人员M：Goodmorning.CanIhelpyou?早上好。我能帮您吗？P：Goodmorning.What'swrongwiththismachine?早上好。这台机器怎么了？M：ThisTVMisoutofservice.Pleasegotoanotheronetobuyasingleticket.这台机器暂停服务,请到另一台售票机上去购单程票。26P：Ican'tbuyoneallthesame.Whydoesn'tittakemymoney?还是买不了,这台机器怎么不收我的钱？M：Sorry.Ourmachineonlyaccepts5yuannotes,halfyuancoinsor1yuancoins.不好意思,我们的机器只收5元纸币,1元及5角硬币。P：ButIdon'thavethesekindsofmoney.WhatshallIdo?我身上没有这种面额的钱。我该怎么办？M：Youcanexchangeattheticketboothoverthere.您可以去那边的票亭兑换。P：Oh,Isee.Thankyou!我明白了,谢谢！M：Itdoesn'tmatter!没关系！P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,Iputmysingleticketintotheslotjustnowbutthedoordidnotopen.打扰一下,我刚刚把单程票投进回收口但门没开。M：Iamsorry.Canyoupointoutthegate?抱歉,您能指出是哪个闸机吗？P：(Pointingout)Thisoneoverthere.（指出）那边那个闸机。M：Oh,Igotit.PleasesignyournameinthisformandI'llgiveyouafreetickettogetout.我知道了。请在单上签名,我给您发张免费出站票。Dialogue427Dialogue5P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,Iputmysingleticketintotheslotbutthegatedidnotopen.What'sthematter?打扰一下,我刚刚把单程票投进回收口但门没开。究竟发生了什么事情?M：Iamsorry.Canyoushowmewhichtheturnstileis?抱歉,您能指出是哪个闸机吗？P：(Pointingout)Theoneoverthere.（指出）那边那个闸机。M：OK.IwillinformtheAFCmaintenancemantocheckthisturnstile.好的。我会通知AFC维修人员来检查这台闸机。P：Hereyouare.给你。M：Thefeewasdeductedinthecard.SoIwillgiveDialogue6P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme,Iputtheticketintotheslotbutitwasrejected.打扰一下,我的票投进去又退出来了是怎么回事？M：Wouldyoupleaseletmecheckyourticket?…YoucomefromLuohuStationandthefeeshouldbe3yuanbutthebalanceofyourtokenis2yuan.Pleasegive1yuanmorehere.让我验下您的票,好吗？…您从罗湖来,这儿票价3元,但您的票是2元的,需补1元。P：Isee.Hereyouare.明白了,给你。28Dialogue7P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Pleasetellmewhytheticketdoesn'tcomeoutoftheTVM?我想知道为什么票没有从自动售票机中出来？M：Don'tworry.Letmecheckit.Maybethereissomethingwrongwiththemachine.Iwillcalltherepairman.Pleasewaitamoment.I'msorry,delayyourtime.别担心,让我来帮你看看。可能是机器出故障了。我请维修人员来检查一下,请稍等。很抱歉,耽误了您的时间。Dialogue9P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Whatishappened?IinsertedtheticketbutIcan'texit.怎么回事？我投了票,可是我出不去。M：Letmecheckitforyou.Theremaybesomethingwrongwithyourticket,itisonlyvalidfor2hoursofissue.Youshouldpayforexcessfare.让我帮你看看吧。你的票有问题,售出车票仅限2小时内使用。你应该补票。P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Whathappened?Ican'tgetthroughthegate.怎么回事？我出不了闸机。M：Youaregoinginthewrongway.Usingyourrighthandtoholdtheticketwhenexit.您走的是错误路线。您应该用右手持票通过检票机。Dialogue829Dialogue2P：PassengerM：MetroStaffP：乘客M：地铁工作人员P：Excuseme!WhydidIinsertcoinsbutnoticketcameoutofthisATM?打扰一下！为什么我在自动售票机里投了币,却没有出票？M：Don'tworry.Weneedtocheckitandconfirmthesituation.Ifjustlikeyousaid,wewillofferyouafreesingle-journeyticket.别着急,我们需要检查确认一下,如果真是这样,我们会给您提供一张免费的单程票。30Part2

PositionDescription

岗位叙述Post1Conductor/TicketInspectorPost2MetroHallPatrolPost3PlatformConductorPost4PassengerAttendantPost5TheTransportationAttendantPost6TheTrainDispatcher Post7StationMasterOn-Duty Post8CenterStationmaster

1.Openandclosetheticketwindowwithinrequiredtimeandinchargeofticketing.按规定时间开关售票窗口,负责售票工作。2.Strictlycarryoutoperatingprocedures,accuratelysellticketsandcards.严格执行作业程序,准确发售票、卡。3.Receivepassengerswithenthusiasm,properlyhandleproblemsraisedbypassengersaccordingtostipulations.热情接待乘客,对乘客提出的问题,要按规定妥善解决。4.Accuratelyfillinthefinalstatements,handoverfareonduty.准确填写结算单,交清当班票款。5.Makesuretheticketboothneatandcleantheequipmentsinside.确保售票亭内整洁和设备内部清洁。31Chapter1

Conductor/TicketInspector售票/检票员Makeaninspectionatthestationhallandguidepassengerstopurchasetickets.Dealwiththepassengers'transactionsandemergencies.Properlydealwiththeproblemraisedbythepassengers.在站厅巡视,引导乘客购票。处理乘客事务,热情接待乘客,处理紧急情况,妥善解决乘客提出的问题。PositionSummary岗位简介Responsibility岗位职责326.Theconductorshouldbealerttokeepthedoorandwindowsoff,soastoensurethesafetyoffare.加强防范,确保客服中心门、窗、钱柜随时处于锁闭状态。保证票款安全。7.Checktickets,dealwithreplacementticketsandinvalidtickets.负责检票、处理坏票、补票。8.Standinthestationhallandtheplatformandsoon,provideservicepositivelytopassengersinneedofhelp.在站厅和站台等处立岗,主动向需要帮助的乘客提供服务。9.Be

responsible

for

the

operation

of

the

station

ticketing

equipmentand

other

equipment.

负责车站售票设备和其它设备的操作。10.Be

responsible

for

filling

ticket

reports.负责填写票务报表。11.Tourinthestationhall,anddealwithemergencysituationsatanytime.在站厅巡视,随时处理紧急情况。12.Complete

the

temporary

works

assigned

bythe

superiors.完成上级领导临时交办的工作。Qualifications任职资格1．Ageover18to45,beengagedinticketing,top-upcardandinquiries.年龄18周岁~45周岁,负责售票、充值、以及问询.2.Familiarwithcomputerelementaryoperation,standardmandarin.会电脑基本操作、普通话标准。3.Men,over170cm,womenover160cm.男性净身高170以上,女性净身高160以上。4.Notattoos,infectiousdisease,colorblindness,deformity,well-featured,withoutmisdeeds,fitness.无纹身、无传染性疾病、无色盲症、无残疾、五官端正、口齿清晰、无劣迹表现、身体健康。5.Graduatedfromtechnicalsecondaryschool.人员要求中专以上学历（包括中专）。1.Helppassengersandreceivepassengers'inquiries.Especiallypayattentiontohelpthosepassengerswhoareold,weak,ill,disabledorindifficulties.帮助乘客,回答乘客询问,特别注意帮助老、弱、病、残及有困难的乘客。2.Payattentiontothebelongingsofthepassengers.Thedangerousgoodsareforbiddentocarryintostation.留意乘客携带的物品。严禁乘客携带危险品进站。3．Stoppassengerswithoversize,overlengthandoverweightgoodstogetintostation,andexplainthereasonpatiently.发现乘客携带超大、超长、超重的物品时禁止其进站乘车,并对乘客耐心解释。34Chapter2

MetroHall

Patrol厅巡岗Thepositionworksonselling,checkingticketsanddoingotherticketingbusinessinaccordancewiththeMetropassengerregulations.Italsotakesresponsibilityforotherpassengeraffairsinstation.Beresponsibleforthestationaffairs,suchinhallandplatform,toofferassistancetopassengerspositively.Watchingpassengerflow,patrolthepassageway,stationhallandplatforms.Whenthereisanemergency,recovernormaloperationassoonaspossible.Maintainpositiveworkingattitudeandenthusiasm,andcontinuouslyimprovethelevelofpersonalservice.按照票务规章规定,负责售票、检票及其它的票务工作,同时负责车站内其它客运工作。负责站厅等处的站务工作,主动向需要帮助的乘客提供服务。监视乘客客流情况,巡查出入口、站厅。出现紧急情况时,尽快恢复正常工作状态。保持积极的工作态度与热情,不断提升个人服务水平。PositionSummary岗位简介Responsibility岗位职责4．Stopthepsychoanddrunkpassengersattheentrance.FindthesuspiciouspeopleandreporttotheStationControlCenterintime.Askothercolleaguesorpoliceofficersforhelpwhennecessary,andself-protectionismostofimportance.留意是否有精神异常、酗酒的乘客,发现时禁止其进站乘车；留意可疑人员,及时汇报车控室,必要时请求其他同事或警务人员协助,并注意自我保护。

5．Whenpublicaccidentsorsecurityincidentshappenintheentranceorstationhall,wemustrushtothespotpromptly,keepthesceneintactandfindtwoormorewitnesses.Stopthebehaviorssuchasdamagingorstealingtransportequipmentsintime,keeptheperpetrators,andreporttotheStationControlCenterassoonaspossible.在出入口、站厅范围发生的治安、安全事件,要及时赶到,保护现场并寻找两名及以上目击证人；发现有故意损坏或偷窃站厅设备设施行为时需及时制止,留下肇事人,及时报车控室。6．Payattentiontoticketssaleinhall.ReporttotheStationControlCenterintimewhenlongqueuesormasspassengerflowcomeout,andassiststationmasteron-dutyandattendanttoorganizepassengerswell.留意站厅乘客购票的情况。发现排长队或大客流时及时报车控室,协助值班站长,值班员做好客流组织工作。7.TheaccidentofinjuredpassengeroccurredinthestationshouldbepromptlyreportedtotheStationControlCenter,furthermore,findtwoormorewitnesses.对发生在站厅的客伤事件要及时报车控室,协助进行处理并寻找两名及以上目击证人。8.Handlepassengers'affairs,guidepassengerstotheCustomerServiceCentertoprocesstickets.处理乘客事务,指引乘客到客服中心进行车票的处理。9．Inspecttherunningequipments,reporttotheStationControlCenterwhenabnormalsituations.Replaceticketboxingate,assisttoreplaceandcheckthecashbox.巡视设备的状态,发现异常及时报车控室,负责出站闸机票箱的更换工作,协助进行更换钱箱、点钱箱的工作。10．Inspectstationhallforvariousequipmentsandfacilities,signs,andstickers.ReporttotheStationControlCenterwhenfindingabnormalconditions.巡视厅各种设备设施、告示、贴纸等状态,发现异常及时报车控室。11．Stopandhandlepassengers'behaviorsthatviolateRailTransitManagementRegulations.制止并处理乘客违反《轨道交通管理条例》的行为。35Qualifications任职资格1.Loverailtransitindustry.热爱轨道交通事业。

2.Havegoodideologicalandpoliticalquality,obeynationallaws,andenterpriseregulations.思想政治素质好,能自觉遵守国家法律、法规及单位的规章制度。

3.Dedication,hardy,outgoing,communicatedteamwork,responsibility,andinitiative.NObadhabitsorcriminalrecord.爱岗敬业、能吃苦、性格开朗,有良好的沟通能力和团队精神,有责任心,主动服务意识强,无不良嗜好和违法犯罪现象。364.Collegedegreeorabove,maleover1.73meters,femaleatleast1.63meters,adapttoshiftwork(includingnightshift).大专及以上学历,男性身高1.73米及以上,女性身高1.63米及以上,能适应倒班（含夜班）工作。

5.PhysicalandmentalHealth,nohistoryofmentalillnessorepilepsy,well-featured,enunciation,fluentMandarin,andbasicEnglishlisteningandspeakingability.身体、心理健康,无精神病史或癫痫病史,五官端正、口齿清晰、普通话流利,具有基本英语听说能力。6.Normalhearing,correctedvisualacuityreachesVisionTable5.0orabove,nocolorblindnessandcolorweakness.听力正常，两眼矫正视力达到对数视力表5.0及以上，无色盲、色弱。

7.Preferredmajorofrailtransportationorrelated.交通运输相关专业优先录用。1.Ifyoufoundthepassengerwhocarryobjectsthatviolatesthesubwayregulations,youshouldadvisethepassengertotransferandreporttotheStationControlCentertimelyaswellasyoufoundthesuspiciouspersonsandsuspiciousobjects.巡视时发现携带违反地铁地铁管理规定物品的乘客,要及时劝其改乘其他交通工具并及时报车控室；发现可疑人员和可疑物品及时报车控室。2.Ifyoufoundthetraincameintothestationduringtheprocessofpatrol,youmustreceiveanddepart

trainaccordingtothestandardsandrequirements;youshouldsupervisetrainrunningstateandboardingpassengers,dealwiththeincidentsintime.在巡视过程中如遇列车进站，必须按站台岗接发列车的标准和要求进行接发列车，监视列车运行状态、监控乘客上下车的状态，处理在接发列车过程中发生的突发事件。37Chapter3

PlatformConductor站台岗Superviseequipmentrunningstatesuchas：metrotrains,PSDanddoorsbesidetheplatform.Directpassengerswaitinginaqueuetoincreaseboardingefficiency.Wheninmasspassengerflow,easepassengertrafficsoastoensurethemsafety,thus,improveservicequality.在站台注意列车运行状态，观测屏蔽门、车门安全，还要加大对乘客排队候车的引导力度以提高列车上客效率，在大客流情况下疏导乘客，以确保乘客安全,提高服务质量。PositionSummary岗位简介Responsibility岗位职责1.Well-featured,stature.Withoutchronicillnesshistory.五官端正，身材匀称。无慢性病史。2.AboveFull-timeCollege(vocational)diploma.全日制大专（高职）以上学历。3.Withgoodlanguagecompetence,basic

oralEnglishcommunicationskillispreferred.