民航乘务英语会话
Good morning/Good afternoon/ Good evening. Welcome aboard!
早上好/下午好/晚上好，欢迎登机！
This is a non-smoking flight. Please don’smoke. You may not smoke during the whole flight.
本次航班全程禁烟，请不要吸烟。
Please take the seat according to your seat number as soon as possible.
请尽快对号入座。
We will be taking off/ descending. Please fasten your seat belt, bring your seat back, table and footrest to an upright position. Please open the window shade.
飞机要起飞/下降了，请系好安全带，收起座椅靠背、小桌板和脚踏板，打开遮光板。
You may adjust your seat back by pressing the button on your armrest.
您可以通过座椅扶手的按钮来调节座椅靠背。
According to the CAAC regulations， you may not use the mobile phone during the whole flight，because it might interfere with our navigation system.
根据中国民用航空的规定，您全程都不能使用手机，因为这会干扰飞行导航系统。
We'll arrive at Beijing Capital International Airport in ten minutes. The local time is 8:10 p.m.
大约十分钟后，我们将到达北京首都国际机场。当地时间是晚间8：10。
接待客人的四种基本英语会话句型
May I ~ ? (我可以~ 吗？)
Could you ~ ? (我可以~ 吗？)
Would you ~ ? (您愿意 ~ 吗？)
Shall I ~ ? (我可以 ~ 吗？)
1. 自己想做某事时，用 May I ~ ?
May I have your name, please? 请问贵姓？
May I see your boarding pass,please? 我能看下您的登机牌吗？
May I see your passport, please? 请让我看看您的护照，好吗？
May I help you with your bag? 需要我帮您摆放行李吗？
May I know your nationality, please? 请问您的国籍？
May I clear your table now? 我可以清理小桌板了吗？
May I remove your tray? 我能把盘子收走了吗？
2. 有求于客人时，用Could you ~ ?
Could you fill out the form, please?请填写这张表格好吗？
Could you please step aside? 对不起，先生。您能往边上站一点吗？
Could you write that down, please? 请写下来好吗？
Excuse me， sir. Could you pass this tray to the passenger by the window?
打扰一下，先生，您能帮我把这份餐递给靠窗的那位旅客吗？
3. 询问客人的喜好或意愿时，用Would you ~ ?
Would you like + N. ?
Would you like + to do sth. ?
Would you mind + doing sth. ?
Eg: Would you like tea or coffee? 你要茶还是咖啡？
Would you like rice or noodles？您要米饭还是面条？
Would you care for some bread? 您要面包吗？
Would you like some ice in your drink? 您想在饮料里加点冰块吗?
Would you mind filling out this form?您介意填这张表吗？
Would you mind if I stow your luggage somewhere else? 您不介意我把它放在别处吧？
疑问词 + would you like to do sth. ?
疑问词 + would you do sth. ?
（用于询问客人的希望）
Eg: What would you like to eat/ drink， sir? 先生，您想要点什么？
When would you like to have dinner?您想何时用餐？
Where would you like to have dinner?您想在哪里用餐？
Who would you like to contact? 您想和谁联络？
Why would you like to visit Wuhan? 您为什么想游览武汉？
Which kind of room would you prefer? 您喜欢哪一种房间？
How would you like to settle your bill? 您想用什么方式付账？
How long would you like to stay? 您要停留多久？
4. 提供建议或者服务给客人的时候，用Shall I ~ ? / Would you like me to do ~ ？
Shall I make the reservation for you?要我替您订房间吗？
Shall I open/ draw the curtains?要我把窗帘打开/拉上吗？
Shall I draw you a map?要我画张地图给您吗？
Shall I get you a pillow? 需要我给你拿个枕头吗？
服务交流中的回答
1. 肯定的回答
在与客人对话的过程中，
有时候必须随声附和表示认同：I see, sir.
有时候必须确认客人所说的话：Certainly, sir.
2. 要拒绝客人所求时，
在没有办法符合客人的要求，而想加以拒绝的时候， 不可以直接说 No, 而应该用以下的说法，并在其后加上理由说明。
I am sorry, I am afraid we don’t have ~ .
Sorry. I’m afraid we have no more chicken left. Would you like something else? 对不起，鸡肉发完了，您想来点儿别的吗？
3. 航空英语中，常用的 Yes，no回答如下，
Ø Do you have continental breakfast?你们有欧式早餐吗？
- Yes, we do. 是的，有。
- No, we don’t. 不，没有了。
Ø Don’t you have continental breakfast today?
你们今天没有欧式早餐了吗？
- Yes, we do. 不，还有。
- I am afraid we don’t. 恐怕没有了。
Ø Would you mind if I show you the way?您介意我为您带路吗？
- Yes, I would. 不用麻烦了。
- No, not at all. 好的
4. 要客人等待时，
Just a moment , please! 请稍等！
Thank you for waiting, sir. 先生，让您久等了！
I'm sorry for keeping you waiting so long. 很抱歉，让您久等了。
Could you wait a little longer, please? 请稍候一下好吗？
5. 道歉的时候
I am sorry for sth.
I do apologize for sth.
It is wrong of me. 是我不对。
I didn’t mean it at all. 我真的是无意的。
Pardon/ Forgive me! 是我不对！
Eg: I am very sorry for the delay. 很抱歉耽误您的时间。
I am very sorry for the inconvenience.很抱歉给您带来的不便。
I am very sorry for the mistake. 很抱歉弄错了。
I am sorry to hear that! 并非因为自己的过失而道歉！（遗憾）
I would like to apologize for sth. 承认是自己的过失（道歉）
6. 回复道歉
That is all right!
It is ok!
It does not matter!
Just forget about it!
Never mind
7. 表达感谢
Appreciate sth/ sb.
Express my thanks/gratitude to sb for sth.
Be grateful/ thankful / obliged to sb. for sth.
Thank sb for sth.
8. 客人说 Thank you 时的回复
You are welcome!
Not at all!
I’m very glad that you liked it. 您喜欢就好，我很高兴。
9. 表示祝贺
Congratulations!
Congratulate sb. on sth.
Good for you!/ Well done!
I feel happy for you!
10. 给客人东西的时候，“请拿去”
Here it is!
Here you are!
Here is your tea!
11. 客人离开时祝福
Have a nice day! 祝您一天愉快！
We hope to see you again soon!欢迎再度光临！
Thank you for staying with us！谢谢光临！
12. 听不懂客人的英语的时候，
Just a moment, please~~~~( 求助于他人)
Pardon me? Sorry? I beg your pardon?
Could you repeat that, please?
Could you speak more slowly, please?
Excuse me, sir. Do you mean ~ ?
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