旅客列车乘务员实用英语列车长服务用语 一、语言 1．（组织旅客乘降）面带微笑“您好，请问您是几号车厢？**号车厢请向前/后走直臂式手势英文：Hello. Which coach are you in? The No. ** coach please go ahead/backward.2．（遇有领导）“**领导您好！我是***次列车长，欢迎您检查指导工作同时双目注视领导，“请您随我来，您请上车引导手势英文：I am the conductor of the Train No. **. Welcome for inspecting and guiding our work! This way please. 3．（纠正违章）先敬礼“您好！请您到***处吸烟，那里容许吸烟，谢谢您的合作！” 英文：hello. Would you please smoke in ***? Thank you for your cooperation.4．（遇有旅客询问）“您好！请问您有什么事情需要我帮忙吗？”英文：Hello. What can I do for you?5．（列车进站台）列车长整队并站在队伍中间位置，右手提包口中要有口号，使队伍整齐统一。
二、举止 1．（站台遇领导）敬军礼右手五指并拢提至眉间，面带微笑，双目注视领导，时间停顿1-2秒）2．（领导伸出握手时）配合动作：立即摘手套，迎合领导握手时用力不要过大，时间不宜过长（大约停滞3秒左右）站在靠近车厢一侧，为领导引路运用直臂式手势，注意走路不时回看领导位置，调整自己的走速走到车门口面向领导站立运用请进手势将领导引导上车总体要求做到：面带微笑，用规范的手势 用语，组织旅客 乘车，妥善安排重点旅客，耐心解答旅客问讯，语言轻柔亲切，队有需要的旅客主动帮扶重点旅客上车时（外宾，领导）亲自陪同安排 乘务员服务用语二、开车欢迎词 简单（中文）：各位女士、先生晚上好！很高兴为您提供服务，欢迎您乘坐我们列车，祝各位旅途愉快！谢谢！英文：Good evening ladies and gentlemen. Welcome to take our train and it’s our pleasure to provide service for you. Wish you a pleasant trip! Thank you.三、中途作业清理茶桌语言：“对不起，打扰您了，我清理一下，谢谢。
英文：Excuse me. May I do some cleaning please?包房旅客订餐时语言：“您好，是需要定餐吗？请把需要的饭菜告诉我，我来帮您联系英文：Excuse me. Do you need the reservation service? Please tell me the dishes you like and I will contact for you. 旅客餐车点餐时语言：“您好，是需要用餐吗？您请坐，这是菜单，您看需要什么饭菜？”英文：Hello. Please take your seat. Here is the menu. What would you like to order?上菜时语言：“这是您点的××××，您点的菜齐了，您请慢用英文：Here are the dishes you have ordered. Please enjoy yourself.餐后告别语言：“您吃好了，您请慢走，欢迎您再次光临英文：Thanks for your drawing in and welcome to come again. 车内售饭语言：“您好，您需要套餐吗？（如不要）对不起打扰了！”英文：Excuse me! Would you like a package meal? Sorry for interrupting you.列车广播服务用语（一）正常情况广播用语1、始发通告主要内容：欢迎词、列车运行区间介绍、担当乘务组介绍、安全卫生提示、服务项目介绍、途中运行时刻及停站介绍、祝词。
范例： 中文：旅客朋友你好，欢迎乘坐由***站开往***站的***次列车， ***铁路局***列车段××车队×组的同志将竭诚为您提供服务上车后请您对号入座，并将随身携带的行李物品安置好列车设有大件行李存放处，贵重物品请妥善保存旅客朋友们，为了我们大家的安全，请不要携带易燃烧或爆炸的物品乘车 有吸烟的旅客请到*号吸烟车厢 ，并将烟蒂熄灭后放进烟盒内带小孩的旅客，请照看好您的小孩，注意安全为了更好地为您服务，每个座位都配有列车服务指南，请您仔细阅读英文：Good morning/afternoon/evening! Ladies and Gentlemen: Welcome aboard train*** from *** station to *** station! The crew members of team*, Train number** , **passenger train depot, ***Railway Administration will be sincerely at your service！You are expected to take your seat in accordance with the ticket and well deposit your luggage and items. Bulky luggage storage is available on the train. Please leave your valuables under attendance. To ensure your safety, please do not bring inflammable or explosive articles on board. Smoking is only allowed in the smoking coach No.* and cigarette stub should be put into the ashtray after being extinguished. Please take care of your children.The train Service Guidebook is available at your seat for your reference. Please read it carefully. （ 送餐及旅客信息采集按规定宣传）本次列车全程运行××千米，×小时×分，中途停车站有：***、…、***，请您注意收听广播到站通告。
列车运行前方停车站***站，到站时间***旅客朋友们，预祝大家旅途愉快！英文：The total length of our journey is **km and will take *hours and *minutes to destination, passing by the ***station, ***station. Please be attentive to the broadcast for arrival announcements.The next station is ***. The arrival time is ***.Wish you a pleasant trip!2、中途通告用语（范例）（1）通告站名到站前： 中文：旅客朋友你好，列车运行前方停车站××车站，到达××车站的时间是×点×分，停车×分在××车站下车的旅客，请您整理好行李物品，到车门口等候下车等列车停稳后按顺序下车，（双门时：请下车的旅客携带好行李物品，等列车停稳后从×门下车）英文： Ladies and gentlemen, the next station is *** and the train will arrive at ***, stopping for *minutes. Passengers to get off at ***station, please pack up your luggage, wait by the door and get off in proper order after the train’s complete stabilization.(passengers to get off at ***station, please pack up your luggage and get off by the * door after the train’s complete stabilization.) 开车后：中文：旅客朋友你好，欢迎乘坐本次列车，列车运行前方停车站××站，到达××站的时间×点×分。
英文：Good morning/afternoon/evening! Ladies and Gentlemen: Welcome aboard! The next station is *** and the arrival time is ***.（2）服务通告中文：旅客朋友你好，用餐时间到了，列车将为大家提供免费（早、午、晚）餐 ，请您及时回到自己的座位上等候,把小桌打开准备就餐用餐后请将餐盒放入垃圾袋内，不要放在地板上，谢谢您的合作)如您有特殊就餐或购物需求欢迎前往*号车厢选购英文：Ladies and gentlemen, it’s time for meal. The catering service on the train is free. Please wait by your seat and put down the tray table in front of you.(After your meal, please put the snack box in the rubbish bag instead of on the floor, thank you.)You are also welcomed to choose your favorite food and do some shopping in coach No.*. 3．终到站前 ：（范例）中文：旅客朋友你好，列车运行前方是本次列车终点站××车站，到达××车站的时间是×点×分，请您整理好行李物品，准备下车。
感谢您一路上对我们工作的支持与协作，下次旅行再会！英文：The next station is the terminus of our journey: the *** station. The train will arrive at ***. Please pack up your luggage and prepare for getting off. Thank you for your support and cooperation during the journey. See you next time!（二）非正常情况广播词 范例：1．广播找人中文：旅客朋友请注意，现在广播找人从××站上车到××去的×××旅客，听到广播后，请您到×号车厢去，有人找英文：Attention please! Mr./Mrs./Miss/Ms.*** who got on the train at *** station leaving for ***. Please go to coach No.*. Some one is waiting for you。