东航乘务英语面试真题及解析

东航乘务英语面试真题及解析

一、单选题（每题2分，共20分）

1.Whenyougreetpassengers,whichphraseismostappropriateA.Goodmorning,haveaniceflight.B.Welcomeaboard,enjoyyourjourney.C.Goodday,haveagoodtrip.D.Hello,hopeyouhaveapleasantflight.【答案】B【解析】Welcomeaboard,enjoyyourjourney.是最正式且符合乘务英语的问候语

2.HowshouldyourespondtoapassengerwhosaysIfeelunwellA.Itsnothing,justrelax.B.Illcallthedoctorimmediately.C.Pleasestayinyourseatandtakedeepbreaths.D.Wehavemedicineinthecabinifneeded.【答案】C【解析】乘务员应首先安抚乘客并指导其保持镇定，而不是立即叫医生

3.WhichofthefollowingisastandardphraseforservingdrinksA.WouldyoulikesomewaterorjuiceB.Hereisyourcoffee,enjoyit.C.DoyouneedanydrinksD.Letmegetyouadrink.【答案】A【解析】选项A是最礼貌和标准的乘务英语服务用语

4.WhatshouldyoudoifapassengerasksforablanketA.Givethemablanketimmediately.B.Askiftheyreallyneedit.C.Ignoretheirrequestasitsnotnecessary.D.Politelyrefuseaswererunninglowonsupplies.【答案】B【解析】乘务员应先确认乘客是否真的需要毯子，避免浪费

5.WhichphraseisbestforannouncingthemealserviceA.Dinnerisserved,pleasecometothegalley.B.Ifyouwantfood,justaskme.C.Lunchisready,enjoyyourmeal.D.Foodisavailableinthefrontcabin.【答案】C【解析】选项C是标准的乘务英语广播用语

6.HowshouldyouhandleapassengerwhoiscomplainingabouttheseatA.Tellthemtheseatisfine.B.Apologizeandcheckiftheywanttochange.C.Ignoretheircomplaintasitstheirproblem.D.Askotherpassengersiftheymind.【答案】B【解析】乘务员应先道歉并主动检查是否可以更换座位

7.WhichofthefollowingisapolitewaytoaskapassengertobequietA.Pleasebequiet,itsanoisyflight.B.CanyoukeepquietforamomentC.Shutup,youredisturbingothers.D.Ineedyoutobesilentnow.【答案】B【解析】选项B是最礼貌且符合乘务英语的表达方式

8.WhatshouldyousaytoapassengerwhoisnervousaboutflyingA.Dontworry,itsjustanormalflight.B.Imalsoscaredofflying.C.Youshouldgetofftheplane.D.Welltakecareofyou,staycalm.【答案】D【解析】乘务员应安抚乘客并给予信心，帮助其保持冷静

9.WhichphraseisusedforaskingaboutapassengerspreferencesA.WhatdoyouwanttoeatB.WouldyoulikesomethingC.DoyouhaveanypreferencesD.Tellmewhatyouwant.【答案】C【解析】选项C是最正式且礼貌的询问乘客偏好的表达

10.HowshouldyourespondtoapassengerwhocomplimentstheserviceA.Itwasmypleasure.B.Yourewelcome.C.Imgladyoulikedit.D.Thatsveryniceofyoutosay.【答案】D【解析】选项D是最礼貌且符合乘务英语的回应方式

二、多选题（每题4分，共20分）

1.WhatshouldyoudoincaseofanemergencyinflightA.Announcetheemergencyprocedures.B.Helppassengersputonoxygenmasks.C.Checkifeveryoneisseatedproperly.D.Offerfirstaidtoinjuredpassengers.E.Keepcalmandreassurethepassengers.【答案】A、B、D、E【解析】选项A、B、D、E都是在紧急情况下应采取的措施，C选项不是首要任务

2.Whichofthefollowingphrasesareappropriateforin-flightannouncementsA.Pleasefastenyourseatbelts.B.Thelavatoriesarenowavailable.C.Ifyouneedanyassistance,pleasecallus.D.Theflightwilllandin10minutes.E.Enjoyyourmovietime.【答案】A、B、C、D【解析】选项E虽然礼貌，但不是标准的乘务英语广播用语

三、填空题（每题4分，共20分）

1.Whenservingdrinks,alwaysaskpassengersiftheywouldlike______,______,or______.【答案】water,juice,soda（4分）

2.Incaseofamedicalemergency,immediately______and______.【答案】callformedicalassistance,providefirstaid（4分）

3.Beforemealservice,announcetopassengersthattheycan______and______.【答案】gettheirmeals,returntotheirseats（4分）

4.Ifapassengerrequestsaspecialmeal,makesureto______and______.【答案】checkthemenu,accommodatetheirrequest（4分）

5.Duringturbulence,remindpassengersto______and______.【答案】stayseated,keepseatbeltsfastened（4分）

四、判断题（每题2分，共10分）

1.Itsacceptabletouseslanglanguagewheninteractingwithpassengers.【答案】（×）【解析】乘务英语应使用标准英语，避免使用俚语

2.Ifapassengerisdisruptive,itsokaytoignoretheirbehavior.【答案】（×）【解析】乘务员应积极处理乘客的不当行为，而不是忽视

3.Announcingthearrivaloftheflightisnotnecessaryifmostpassengersareasleep.【答案】（×）【解析】无论乘客是否清醒，都应进行广播通知

4.Offeringextradrinkstopassengerswithoutaskingisagoodpractice.【答案】（×）【解析】乘务员应先询问乘客是否需要饮料，避免浪费

5.Ifapassengerasksforhelp,itsimportanttoimmediatelyleaveyourdutiestoassistthem.【答案】（×）【解析】乘务员应优先完成本职工作，并在必要时提供帮助

五、简答题（每题5分，共15分）

1.Howdoyouhandleapassengerwhoiscomplainingabouttheservice【答案】-Listenattentivelytothecomplaintwithoutinterrupting.-Apologizesincerelyfortheinconvenience.-Offerasolutionorescalatetheissueifnecessary.-Followuptoensurethepassengerissatisfiedwiththeresolution.

2.Whatarethekeyphrasestousewhenannouncingmealservice【答案】-Lunchisnowbeingserved.-Dinnerisready,pleasecomeforward.-Ifyouneedadditionalassistance,pleasecontactus.

3.Howshouldyourespondtoapassengerwhoisnervousaboutflying【答案】-Reassurethemthatflyingissafeandmillionsofpeopletravelsafelyeveryday.-Explainthesafetymeasuresinplaceontheaircraft.-Encouragethemtofocusonthejourneyandnotthefear.-Offertoprovideasafetydemonstrationiftheyareinterested.

六、分析题（每题10分，共20分）

1.Analyzetheimportanceofclearcommunicationinaircabinserviceandprovideexamples.【答案】Clearcommunicationiscrucialinaircabinserviceasitensurespassengersafety,satisfaction,andefficientservicedelivery.Examplesinclude:-Usingstandardphrasesforannouncementstoavoidconfusion.-Clearlyexplainingsafetyproceduresduringthepre-flightsafetydemonstration.-Politelyandeffectivelyaddressingpassengerrequestsandcomplaints.-Providingconciseinstructionsduringemergenciestomaintainorder.

2.Discusshowa乘务员shouldhandleasituationwhereapassengerbecomesdisruptive.【答案】Whenapassengerbecomesdisruptive,a乘务员should:-Approachthepassengercalmlyandspeakinafirmbutpolitemanner.-Identifythecauseofthedisruptionandaddressitdirectly.-Ifthebehaviorcontinues,informthepassengerthatfurtherdisruptionwillresultinbeingaskedtoleavetheaircraft.-Documenttheincidentandreportittotheappropriateauthoritiesuponlanding.-Ensurethesafetyofotherpassengerswhileaddressingthesituation.

七、综合应用题（每题25分，共50分）

1.YouareservingonaflightfromShanghaitoLosAngeles.Apassengerapproachesyouandsays,Ifeelreallysick.CanyouhelpmeDescribehowyouwouldrespondandhandlethesituation.【答案】-First,Iwouldapproachthepassengerandask,MayIassistyouHowcanIhelp-Iftheyindicatetheyarefeelingunwell,Iwouldoffertochecktheirmedicalstatusandprovidefirstaidifnecessary.-Iwouldtheninformthecabincrewandmedicalservicesifthesituationappearsserious.-Iwouldensurethepassengeriscomfortableandprovidewaterormedicationifavailable.-Iwouldalsooffertoprovideaquietareaoradditionalassistanceasneeded.-Throughouttheprocess,Iwouldremaincalmandreassuringtothepassengerandotherpassengers.

2.Youarepreparingformealserviceandrealizethereisashortageofaparticulardish.Explainhowyouwouldhandlethissituationtoensurepassengersatisfaction.【答案】-First,Iwouldassesstheextentoftheshortageanddetermineifalternativedishesareavailable.-Iwouldtheninformthechefandcabincrewaboutthesituationtoexplorepossiblesolutions.-Ifalternativesarenotavailable,Iwouldpersonallyinformaffectedpassengersabouttheshortageandapologizeforanyinconvenience.-Iwouldoffertoprovideasubstitutedishoradditionalcompensationifpossible.-Iwouldalsoensurethatallotherpassengersreceivetheirmealsontimeandwiththesamelevelofservice.-Throughouttheprocess,Iwouldmaintainapositiveattitudeandfocusonresolvingtheissuetoensurepassengersatisfaction.。