客舱乘务员服务规范用语指南
2020-03-03 15:36:23 来源：范文大全收藏下载本文
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/ mi，could you please stand aside (and give way to other paengers? 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/mi, Could you please show me your boarding pa? (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 aigned 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/mi, 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/mi, would you please put your seat into the upright
position？
先生/小姐，请你关闭手机电源…..谢谢。
Excuse me, sir/mi, 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/mi, 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/mi，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/mi,
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/mi,
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/mi, our estimated arrival time （arrival time0is — 。 May I 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 。｛it’s hot｝
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!
Excuse me, sir/mi, I’m 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
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/Mi, 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/Mi, 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/Mi, 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/Mi, please enjoy some snakes.一回收
1 先生/小姐：请问可以给您收走吗？
Excuse me Sir/Mi, 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/Mi, would you like to have some hot drink after meal? We have… 2 热饮烫口，请小心饮用热饮！
Excuse me Sir/Mi, 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/Mi, would you like some beverages? We have…
2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/Mi, 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/Mi; 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/Mi; 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/Mi: 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/Mi: 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/Mi: would you like some tea/coffee? 一回收服务
先生/小姐：您好！请问您用好了吗？
Excuse me Sir/Mi: 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/Mi, 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
.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/Mi 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吗？
Would you like to apply for a membership card? 模块六：送客服务
1 在见，期待您的再度光临！ Goodbye we hope to see you again! 2 谢谢您的支持！
Thank you for your support.3 旅途愉快或祝您旅程顺利！
Have a nice trip
4 请您走好！或慢走！
Goodbye 5 请当心台阶！
Watch you step please！
Be careful(take care)
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