客舱乘务员服务规范用语指南.pdf

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！ It’s 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 you 3. 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, p