客舱乘务员服务规范用语指南

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！Goodmorning(afternoon/evening)/welcomeaboard!/nicetomeetyou!2.很乐意为您服务！It’smypleasuretoserveyou!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，ThankyouforchoosingSichuanAirlines.WelcometoSichuanAirlines.5.需要我帮您安排座位吗？CanIhelpyoutoarrangeyourseat?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。Theseatnumberismarkedundertheoverheadcompartment/ontheedgeofthecompartment，pleasetakesyourseat.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！Pleaseputyourbaggageintheoverheadcompartmentorundertheseatinfrontofyou.Thankyou.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）Excuseme，sir/miss，couldyoupleasestandaside(andgivewaytootherpassengers?Thankyou.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）Excuseme,sir/miss,Couldyoupleaseshowmeyourboardingpass?(Yourseatnumberis__，inthe__row.Itisinthefront/rearofthecabin.)Thisway,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）Tomaintainthebalanceoftheaircraft,pleasetakeyourassignedseat.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。Welcomeaboard!Thankyouforyourwaiting!2.您慢走，感谢您的理解/支持。Goodbye.Thankyouforyoursupportandunderstanding.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。Wearepreparingfortake-off.(Welltakeoffsoon)Pleasefastenyourseatbelt.2.先生/小姐，请您收起小桌板…谢谢！Excuseme,sir/miss,pleaselockyourtableinplace.(Pleaseputyourtraytableup.)Thankyou3.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！Excuseme，sir/miss,wouldyoupleaseputyourseatintotheuprightposition？4先生/小姐，请你关闭手机电源…..谢谢。Excuseme,sir/miss,pleaseturnoffyourmobilephone。Thankyou。5先生/小姐，请确认您的手机是否已经关闭。Excuseme,sir/miss,pleasemakesurethatyourmobilephonehasbeenturnedoff。6先生/小姐，请您关闭所有电子设备。Excuseme,sir/miss，pleaseturnedoffallyourelectronicdevices。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。Excuseme,sir/miss,wouldyoupleasehelpmetoputdownthewindowshade，thankyou。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。Excuseme,sir/miss,mayIgetyourblanketback？Ifyoustillneedit。pleasputitonyourseatwhenyouleave。Thankyou。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）Excuseme,sir/miss,ourestimatedarrivaltime（arrivaltime0is—。MayIaskwhattimetohavemeal？|wouldyoulikesomethingtodrink？2请问您需要加冰吗？（适用于提供冷饮｝Wouldyoulikesomeice？？3热饮烫口，请您小心！|请小心饮用热饮（适用于提供热饮）Becareful，thedrinkishot。｛it’shot｝4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!Excuseme,sir/miss,I’mnowsettingthetableforyou？\mayIfetchthetableforyou?\couldyoupleasefetchyourtable?thankyou.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…ExcusemeSir/Miss,yourcolddish,please.Wewillservethemaincourseforyoulater.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？XXriceandXXnoodlesareavailable.Whichonedoyouprefer?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…ExcusemeSir/Miss,yourcolddish,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,pleaseenjoysomefreshfruit.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,pleaseenjoysomesnakes.一回收1先生/小姐：请问可以给您收走吗？ExcusemeSir/Miss,Haveyoufinishedyourdinner?2请问可以为您清理小桌板了吗？Excuseme,mayIcleanthetableforyou?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…ExcusemeSir/Miss,wouldyouliketohavesomehotdrinkaftermeal?Wehave…2热饮烫口，请小心饮用热饮！ExcusemeSir/Miss,thedrinkishot,pleasebecareful.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。ExcusemeSir/Miss,wouldyoulikesomebeverages?Wehave…2请问您需要加冰吗？（适用于提供冷饮）Wouldyouwanttoaddsomeice?3热饮烫口，请您小心！/请小心饮用热饮（适用于提供热饮）Pleasebecareful,thedrinkishot,4先生/小姐：这是您需要的XX（饮料），请你慢用。Sir/Miss,yourdrink,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）Yourtableisinthearmrestofyourseat.MayIfetchitforyou?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……）ExcusemeSir/Miss;Wearepreparingthexxricenoodlestoday.Whichonedoyouprefer?2请问辣椒酱（开胃菜）吗？Wouldyoulikesomechillsauce(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！-Chilisauce?-Pleaseopenyourhotmealbox,wewillserveitsoon..4请问需要添加热食吗？（适用于热食有富余可以添加时）Wouldyoulikesomemore?4先生/小姐：请您接好，请您慢用。ExcusemeSir/Miss;pleaseenjoyit.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。ExcusemeSir/Miss:wearepreparingtherefreshmentsforyou，pleaseenjoyit.2先生/小姐：您好！这是为您准备的小食品/矿泉水，请您慢用。ExcusemeSir/Miss:yoursnakes/yourmineralwater,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？Excuseme,wouldyoulikemore?2需要添加饮料的旅客请您将水杯滴出，谢谢！Excuseme,wouldyoulikemore?3请问你需要添加茶水？咖啡吗？ExcusemeSir/Miss:wouldyoulikesometea/coffee?一回收服务1先生/小姐：您好！请问您用好了吗？ExcusemeSir/Miss:haveyoufinished?3先生/小姐：您好！请问可以为您清理小桌板了吗？Excuseme,mayIcleanthetableforyou?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！Excusemesir/Miss,haveyoufinished?MayIcleanthetableforyou?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···Foodcartismoving,pleasebecareful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？Excusemesir/MisswhatcanIdoforyou?2请问需要为您打开阅读灯吗？Wouldyouneedtoturnontheonreadinglight?3请问您感觉客舱温度还合适吗？Howaboutthecabintemperature?4请问您的小桌子板需要清理吗？Couldlcleanthetableforyou?5请问需要办理会员卡吗？Wouldyouliketoapplyforamembershipcard?模块六：送客服务1在见，期待您的再度光临！Goodbyewehopetoseeyouagain!2谢谢您的支持！Thankyouforyoursupport.3旅途愉快或祝您旅程顺利！Haveanicetrip4请您走好！或慢走！Goodbye5请当心台阶！Watchyoustepplease！Becareful(takecare)