客舱乘务员服务规范用语指南.doc

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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!
您好，欢迎您的到来！
Hello，welcome！
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.
: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。
Goo