定 价:¥59.00
作 者: | 张力,刘茗翀,杨桂芹,苗俊霞,车云月 著 |
出版社: | 清华大学出版社 |
丛编项: | 高等院校民航服务专业系列教材 |
标 签: | 暂缺 |
ISBN: | 9787302547068 | 出版时间: | 2020-04-01 | 包装: | 平装 |
开本: | 16 | 页数: | 224 | 字数: |
Contents
Part Ⅰ At an Airport
Unit 1 Introductions to a Flight Schedule(航班行程时刻表介绍) 2
1.1 24-hour System & 12-hour Clock Time 2
1.2 Airport/City Codes(机场代码与城市代码) 5
1.3 Airline Designator Codes(航空公司代码) 5
1.4 Aircraft Types(机型) 9
1.5 Business Class(公务舱) 10
Words and Expressions 11
Practice 12
Part Ⅱ Conversations on Board
Unit 2 Service on Board(机上服务) 28
2.1 Greeting and Assisting to the Seat(登机引导) 28
2.2 Jackets or Coats(挂衣服) 28
2.3 Hot Towels(热毛巾) 28
2.4 Drinks(迎宾饮料) 28
2.5 Offering Pajamas, Slippers and Amenity Kits(提供休闲服、拖鞋、盥洗包) 29
2.6 Newspapers(送报纸) 29
2.7 Menu Introduction(介绍餐谱) 29
2.8 Drinks Offer(侍酒饮) 29
2.9 Clearing Glasses(收杯子) 30
2.10 If a Passenger Doesn’t Like the Wine(如果旅客不喜欢这款酒) 30
2.11 Table Preparation(摆餐桌) 31
2.12 Meals(供餐) 31
2.13 Closure(开餐结束语) 31
2.14 Tray Collection(收餐盘) 31
2.15 Collection(整理餐桌) 31
2.16 In-flight Refreshments (点心服务) 32
2.17 Headsets(耳机) 32
2.18 Making the Bed(铺床) 32
2.19 Communication after the Rest(醒后沟通) 32
2.20 Offering CIQ Forms(提供CIQ表格) 32
Words and Expressions 33
Practice 34
Unit 3 Dealing with Special Situations(特殊情况处理) 44
3.1 Case Analysis : The Crew Seems to Be Ignoring Me! (个案分析:乘务员忽略我!) 44
3.2 Case Analysis: I Can’t Sit by My Colleague! (个案分析:我不能和同事坐在一起!) 47
3.3 Case Analysis: The Service on This Flight Is Terrible! (个案分析:这个飞机上的服务
太糟糕了!) 47
Words and Expressions 48
Practice 49
Unit 4 Communication with Passengers(与乘客沟通) 51
4.1 Boarding(登机) 51
4.1.1 Greetings(欢迎) 51
4.1.2 Seating(座位) 52
4.1.3 Belongings(随身物品) 53
Words and Expressions 54
4.2 Before Take-off(起飞前) 55
4.2.1 Safety Check(安全检查) 55
4.2.2 Cabin Getting Ready(客舱准备) 56
Words and Expressions 56
4.3 In-flight Service(空中服务) 56
4.3.1 General(常规的) 56
4.3.2 Safety(安全) 58
4.3.3 Beverages(饮料) 58
4.3.4 Meals(供餐) 60
4.3.5 Duty Free Sales(免税品销售) 63
4.3.6 Phoenix Miles and Change for Hope(知音卡和零钱捐赠) 64
4.3.7 Air Bar(空中酒廊) 65
4.3.8 CIQ(海关移民局检疫) 65
4.3.9 Relaxation(娱乐休息) 66
Words and Expressions 68
4.4 Landing(落地) 70
4.4.1 Disembarkation(下客) 70
4.4.2 Airport and Destination(机场和目的地) 71
4.4.3 China Beijing(中国北京) 72
4.4.4 Airport Service(机场服务) 73
Words and Expressions 74
4.5 Special Situations(特殊情况) 75
4.5.1 Explanation and Service(安抚) 75
4.5.2 Disembarkation(下客) 76
4.5.3 Complaint(投诉) 76
4.5.4 Lost & Found(失物认领) 78
4.6 Special Passengers(特殊旅客) 78
4.6.1 UM(无人陪伴儿童) 78
4.6.2 CIP(常旅客) 79
4.6.3 Disabled Passengers(残疾旅客) 79
4.6.4 Infants(婴儿) 81
4.6.5 Sickness(不适或疾病) 81
4.7 Emergency Situation(紧急情况) 82
Words and Expressions 82
Practice 83
Part Ⅲ Announcements
Unit 5 Domestic Cabin Announcements(国内机舱广播) 106
5.1 Prior to Take-off(起飞前) 106
5.1.1 Welcome(欢迎词) 106
5.1.2 Safety Demonstration(安全演示) 107
5.1.3 Seat Belt Confirmation Prior to Take-off (起飞前确认系好安全带) 108
5.1.4 Domestic Order of Service(国内航线及服务介绍) 108
Words and Expressions 109
5.2 Prior to Landing(着陆前) 110
5.2.1 Before Landing(着陆前) 110
5.2.2 Farewell and Giving Regards(着陆前致意) 111
5.2.3 Video Demonstration of the Transit Procedures(中转流程的视频演示) 111
5.2.4 Announcement of Transit Flights(中转航班通告) 112
5.2.5 Seat Belt Confirmation Before Landing(落地前确认系好安全带) 112
5.2.6 Transit(中途着陆) 112
5.2.7 Terminal Landing(终点着陆) 113
Words and Expressions 114
Practice 115
Unit 6 International Cabin Announcements(国际机舱广播) 122
6.1 Prior to Take-off(起飞前) 122
6.1.1 Welcome(欢迎词) 122
6.1.2 Safety Demonstration(安全演示) 123
6.1.3 Seat Belt Confirmation Prior to Take-off(起飞前确认系好安全带) 124
6.1.4 International Order of Service(国际航线及服务介绍) 125
6.1.5 Quarantine (General)[检疫规定(通用)] 126
6.1.6 Quarantine in Italy(意大利检疫规定) 126
6.1.7 Quarantine in Australia(澳大利亚检疫规定) 127
6.1.8 Quarantine in Japan(日本检疫规定) 127
6.1.9 Entry Documents and Immigration Regulations(入境及海关规定) 128
6.1.10 Completion of Landing Forms(美国申报单填写) 128
6.1.11 Japanese Immigration Regulations(日本入境规定) 129
6.1.12 German Immigration Regulations(德国入境规定) 129
Words and Expressions 130
6.2 During Flight(飞行期间) 130
6.2.1 Cruising(平稳航行中) 130
6.2.2 Duty-free Sales(出售免税品广播) 131
6.2.3 Health Video(健康养生视频) 132
6.2.4 Concluding the Duty-free Sales(停止出售免税品广播) 132
6.2.5 Spraying for Disinfection(喷药) 132
6.2.6 20/30 Minutes Prior to Landing(着陆前20/30分钟) 133
6.2.7 Farewell and Giving Regards(着陆前致意) 134
6.2.8 Video Demonstration of the Transit Procedures(视频演示中转流程) 134
6.2.9 Announcement of Transit Flights(中转航班通告) 134
Words and Expressions 135
6.3 Prior to Landing(落地前) 136
6.3.1 Seat Belt Fastened(确认系好安全带) 136
6.3.2 Terminal Landing(终点着陆) 136
6.3.3 International-domestic Connecting(国内经停) 137
6.3.4 International Connecting(国际经停) 139
6.3.5 International Connecting-PAX(国际经停,旅客机上等候) 140
Words and Expressions 141
Practice 141