物业服务案场管理操作手册大全.docx
- 文档编号:24441845
- 上传时间:2023-05-27
- 格式:DOCX
- 页数:91
- 大小:86.09KB
物业服务案场管理操作手册大全.docx
《物业服务案场管理操作手册大全.docx》由会员分享,可在线阅读,更多相关《物业服务案场管理操作手册大全.docx(91页珍藏版)》请在冰豆网上搜索。
物业服务案场管理操作手册大全
某某物业服务案场管理操作手册大全
第一篇岗位说明·············································6
一、服务人员组织架构·····································7
二、岗位职责·············································7
(一)案场负责人岗位职责····································7
(二)客户管家岗位职责····································8
(三)样板房管家岗位职责··································9
(四)迎宾岗位职责········································9
(五)吧员岗位职责········································10
(六)礼宾主管岗位职责····································10
(七)停车场礼宾岗位职责··································11
(八)门岗礼宾岗位职责····································11
(九)电瓶车驾驶员岗位职责································11
(十)监控礼宾岗位职责····································12
(十一)夜班礼宾岗位职责··································12
(十二)保洁主管岗位职责··································12
(十三)保洁(案场)岗位职责······························13
(十四)保洁(外围)岗位职责······························13
(十五)保洁(样板房)岗位职责····························14
(十六)工程人员岗位职责··································14
三、任职要求·············································14
(一)案场负责人任职要求···································14
(二)客户管家任职要求···································15
(三)样板房管家任职要求·································15
(四)迎宾任职要求·······································15
(五)吧员任职要求·······································15
(六)礼宾主管任职要求···································16
(七)礼宾任职要求·······································16
(八)保洁主管任职要求···································16
(九)保洁任职要求·······································16
第二篇服务礼仪·············································17
一、仪容仪表············································18
二、岗前着装流程表······································19
三、服务礼仪············································19
四、各岗位礼仪规范······································23
(一)客户管家···········································23
(二)样板房管家·········································26
(三)礼宾···············································27
(四)迎宾···············································28
(五)水吧···············································29
(六)保洁···············································30
第三篇服务流程·············································31
一、工作流程············································32
(一)案场负责人工作流程···································32
(二)客户管家工作流程···································32
(三)礼宾主管工作流程···································33
(四)保洁主管工作流程···································33
(五)日班礼宾工作流程···································33
(六)夜班礼宾工作流程···································34
(七)样板房管家工作流程·································34
(八)迎宾员工作流程·····································34
(九)水吧工作流程·······································35
(十)案场保洁员工作流程·································35
(十一)样板房保洁员工作流程·····························36
(十二)外围及公共区域工作流程···························36
二、服务标准············································37
(一)客户管家服务标准及工作规程要点··························37
(二)停车场礼宾服务标准·································38
(三)门岗礼宾服务标准及工作规程要点···························38
(四)电瓶车礼宾服务标准·································39
(五)水吧服务标准及工作规程要点·······························39
(六)样板房管家服务标准及工作规程要点·························41
(七)保洁服务标准·······································42
(八)保洁卫生标准·······································42
三、客户接待流程········································45
四、VIP接待流程·········································47
五、会议接待服务流程·····································49
六、重大活动接待流程·····································49
第四篇管理制度··············································51
一、嘉兴某某服务有限公司培训知道···································52
附件1、新员工岗前培训纪录表······························53
附件2、培训纪录表········································55
二、嘉兴某某服务有限公司奖惩考核制度·······························56
附件3、月度考核纪录表····································57
附件4、项目公司意见征询函································60
附件5、季度考评表········································62
附件6、项目主管工作考评表································63
三、周例会制度···········································64
附件7、周例会纪录表······································66
附件8、周例会纪录范例····································67
四、管理表单··············································70
(一)水吧类···············································70
1、水吧物耗日明细表·······································71
2、水吧物耗月明细表·······································72
(二)样板房管理··········································73
1、样板房参观登记表·······································73
2、样板房工作交接表·······································74
3、样板房管理工作日志·····································75
4、样板房饰物饰品清点登记表·······························76
(三)礼宾················································77
1、客户车辆接待管理表·····································77
2、中夜班礼宾签到表·······································78
3、报刊、邮件接收记录表···································79
(四)管理类··············································80
1、物品报修登记表·········································80
2、物品借用登记表·········································81
3、紧急事件报告书·········································82
第五篇应急预案···············································83
一、销售大厅客户接待应急预案······························84
二、火警应急预案··········································84
三、停电处理预案··········································87
四、停水处理预案··········································87
五、电梯困人处理预案······································87
六、对醉酒闹事者处理预案··································87
七、客户突发疾病处理预案··································88
八、停车场发生事故处理预案································88
第六篇接管流程··············································89
一、项目接管流程··········································90
二、案场用品清单··········································90
第一篇岗位说明
一、服务人员组织架构
*
二、岗位职责
(一)案场负责人岗位职责
1、参与案场服务方案的制订,协助项目公司进行案场前期准备工作,包括工作计划、物品采购、人员招聘培训等;
2、严格按照部门的规章制度和工作流程,主持所属项目的日常工作;
3、负责与项目公司进行案场、样板房、庭院等的交接工作;
4、负责与项目公司各部门的协调,处理重要事项,听取下级各项日常工作的汇报;
5、负责每月规划与总结(维修整改、物耗、参观人数及次数、食品饮料消耗等的统计),及时向项目公司分管人员汇报工作情况并提供相关合理化的建议;
6、每日召开班前会,安排下达工作任务,传递各类信息,工作中负责监督下属员工仪表仪容、服务礼仪、操作规范及工作区域内日常卫生检查;每周召开一次周例会;
7、负责制定、落实本案场岗位责任制、制定工作要求、工作目的,以及建立各项管理制度。
8、负责对下属员工的管理及团队建设,每周进行不少于一次的培训;
9、重视安全隐患,负责指挥、协调并落实紧急预案的实施;
10、进行成本核算、审查、控制部门的物品消耗,监督部门各项设备设施的维修保养;
11、及时处理、协调与本项目有关的各类工作。
12、针对本案场员工在服务过程中的工作表现,负责每月一次员工工作考核,并填写《员工月度考核记录表》;
13、负责员工的思想工作,提高员工企业责任感;
14、负责确保本案场的质量记录的完整,准确有效,并做好归档工作;
15、在公司嘉兴某某服务有限公司领导的指导下,完成所分管的其他工作。
(二)客户管家岗位职责
1、协助、配合案场负责人的工作,负责案场、样板区服务期间的巡查监督、组织、协调工作;
2、检查或根据样板房管家上报的设施设备存在问题或运行状况,对存在问题及安全隐患进行汇总,及时通知相关部门处理并记录在案。
3、检查清洁、样板区绿化情况,发现问题及时处理;
4、协助案场负责人与项目公司各相关部门的沟通及协调;
5、负责每月规划与总结(维修整改、物耗、看房及参观人数及次数、食品饮料消耗等的统计),及时向项目公司分管人员汇报工作情况并提供相关合理化建议;
6、每日召开班前会,工作中负责监督下属员工仪表仪容、服务礼仪、操作规范、标准及工作质量;每周召开一次周例会;
7、制定服务人员在接待来访客户时的站位及服务责任,并介入日常服务接待;
8、负责对下属员工的管理及团队建设;每周进行不少于一次的培训;
9、每日检查工作范围内灯光及设施设备是否正常运作,及时进行工程保修;
10、负责工作区域内日常卫生检查工作,督促保洁人员进行区域保洁;
11、每日检查样板房管家的物品清点工作,对相关饰品拍照留案,确保所有饰品的摆放均与原设计风格相符;
12、重视安全隐患;负责指挥、协调并落实紧急预案的实施;
(三)样板房管家岗位职责
1、对来访宾客进行迎送、接待,提供优质的酒店式服务,配合销售人员进行讲解;并做好每日参观记录和汇总等表单的填写工作;
2、收集了解客户各类信息,建立客户服务档案,以便针对性的提供服务;
3、负责工程、设施设备、维修项目的检查上报及维修跟进工作;
4、每日(早晚两次)对样板房的陈设物品进行核点工作;确保所有饰品的摆放均与原设计风格相符;
5、检查样板房室内外的卫生状况,及时督促保洁员进行区域保洁;
6、每日检查样板房内灯光及设施设备是否正常运作;
7、负责及时向上级反馈相关情况;
8、负责对样板房突发事件的应急处理工作;
9、遵守规章制度,认真完成上级交办的其他工作。
(四)迎宾岗位职责
1、负责客户迎侯工作,并与销售人员做好对接工作;
2、随时留意客户及大厅的一切状况,做好对大厅突发事件的应急处理;
3、检查所属区域内灯光及设备是否正常运转,发现问题及时上报;
4、检查所属区域是否整洁,监督循环保洁;
5、为客人提供必要的个性化服务;
6、为客户指引洗手间及其他功能区的所在,必要时做引领;
7、协助水吧人员为客户提供服务;
8、下雨或下雪时主动为客户打伞;
9、巡场迎宾每日做好香薰灯的添水、添精油的工作;
10、遵守规章制度,认真完成上级交办的其它工作。
(五)吧员岗位职责
1、为客户提供茶水、饮品、糖果、小点心的服务;
2、保证所提供物品的品质,保证食物饮料的质量和美观;
3、负责区域内的卫生保洁和物品定位摆放工作;
4、客人离开后,负责大厅台面的保洁复位工作;
5、检查所属区域是否整洁,监督循环保洁;
6、检查所属区域内灯光及服务设施设备是否正常运转,发现问题及时上报;
7、做好饮料消耗的登记和表单的制作上报,对所需物品的不足及时做出汇报;
8、按规定要求做好背景音乐播放控制工作;
9、遵守规章制度,认真完成上级交办的其它工作。
(六)礼宾主管岗位职责
1、组织礼宾员完成案场(样板房)客户迎送和停车场等秩序维护任务,树立某某礼宾队伍的良好形象;
2、负责礼宾员班次安排、岗位自查、日常考核、月底考勤、内部违纪查处等工作;
3、负责检查礼宾人员相关工作记录,并分类保管;
4、负责案场(样板房)消防工作,落实案场(样板房)消防责任制,定期进行消防器材和消防安全检查,发现问题及时解决和上报;
5、组织处理或汇报案场(样板房)的突发事件;
6、服从案场负责人(客户管家)的管理指挥,及时如实反映服务工作情况,意见及存在的问题;
7、负责组织礼宾的培训,组织召集业务学习,及时传达公司的各项指示精神;
8、做好礼宾人员政治思想工作,关心礼宾生活,帮助解决礼宾的实际困难,加强礼宾之间的团结,处理班内纠纷,提高礼宾的工作积极性;
9、负责完成每月、每季度、年度的班组工作总结;
10、遵守规章制度,认真完成上级交办的其它工作。
(七)停车场礼宾岗位职责
1、负责案场(样板房)的车辆管理工作,对车辆进出、行驶和停放进行管理,确保道路畅通、按规定停车;
2、对前来案场(样板房)的来访车辆(人员)拦停询问,确定来访客户是否为预约客户,并及时把来访客户情况通知案场全体人员;
3、对进入案场(样板房)的外来车辆进行登记,严禁闲杂人员进入案场(样板房),做好来访车辆的保卫工作;
4、主动为客户做好开车门,护顶的服务工作;下雨或下雪时主动为客户打伞;
5、做好车牌遮挡、车辆遮阳及车辆安全工作;
6、及时纠正案场(样板房)周围出现的不文明现象;
7、坚持执行文明值勤、礼貌规范服务;
8、遵守规章制度,认真完成上级交办的其它工作。
(八)门岗礼宾岗位职责
1、了解、熟知预约客户情况,做好预约客户的接待工作;
2、遇打车来的客户,要记录出租车车牌号,并提醒客户带好随身物品;主动为客户做好开车门,护顶的服务工作;
3、负责客户迎侯工作,并与销售人员做好对接工作;对未预约客户及时与销售经理沟通;
4、邮件发放登记,公共报刊栏报纸整理;
5、为客户指引洗手间及其他功能区的所在,必要时做引领;
6、为客户提供叫车服务,对驶离展示中心的车辆行注目礼;
7、严格落实并执行公司的物品出入放行制度,对外出物品进行严格检查;
8、坚持执行文明值勤、礼貌规范服务;
9、遵守规章制度,认真完成上级交办的其它工作。
(九)电瓶车驾驶员岗位职责
1、负责来访人员在园区内的接送工作。
2、注意车辆行驶安全。
3、做好电瓶车的日常维护,清洁和保养工作。
(十)监控礼宾岗位职责
1、协助礼宾员维护接待中心内部及周围的治安秩序;
2、仔细做好仪器设备以及中控室的卫生保洁工作,确保各类设施设备的完好;
3、密切关注接待中心周围情况,发现问题及时通知主管或礼宾员处理;
4、妥善做好进出监控室的人员登记工作;
5、发挥工作主动性,积极参加培训,搞好员工之间的团结合作;
6、遵守规章制度,认真完成上级交办的其它工作。
7、认真做好值班记录和交接工作。
(十一)夜班礼宾岗位职责
1、负责案场和样板房展示区的安全防范检查工作(各办公室、公共区域及样板房门窗是否关闭);
2、节能工作检查(楼内夜间灯光是否按规定开启、各办公室、公共区域及样板房空调是否关闭、公共区域的饮水设备电源是否切断、室外水景和景观灯是否按规定关闭);
3、对来访或施工的外部人员进行询问落实并记录;
4、对在案场工作(插花、护理、清洁等)的外部人员做好陪同监督;
5、严格落实并执行公司的放行制度,对携带外出的物品进行严格检查;
6、填好值班记录,做好交接工作;
7、遵守规章制度,遇到突发事件应按规定及时上报;
(十二)保洁主管岗位职责
1、承担案场、样板房展示区及户外所属区域的卫生管理责任,对工作中还没有完善的地方提出合理化建议;
2、每天负责本组员工的考勤及人力安排和调配;
3、督导日常工作,定期培训;
4、每日跟进卫生工作,督导员工遵守公司规章制度,严格按规定操作和服务;
5、做好整个区域的卫生巡视工作,确保卫生服务质量达到标准;
6、服从案场负责人(客户管家)的管理指挥,及时如实反映服务工作情况,意见及存在的问题;
(十三)保洁(案场)岗位职责
1、严格按操作规程和服务标准,做好所属区域的卫生清理工作;
2、清扫时发现设备故障或损坏,按规定及时上报;
3、在对案场任何台面和饰品进行卫生清理之后,应及时恢复其所在原有位置;
4、主动协助销售人员和接待服务人员,做好配合工作;
5、发挥工作主动性,积极参加培训,搞好员工之间的团结合作;
6、积极做好节能、降耗工作,将一切费用降到最低限度;
7、认真做好每天的善后工作;
8、有客户在的时候应做到适当回避;
9、遵守规章制度,认真完成上级交办的其它工作。
(十四)保洁(外围)岗位职责
1、严格按操作规程和服务标准,做好所属区域的卫生清理工作;
2、清扫时发现设备故障或损坏,按规定及时上报;
3、发挥工作主动性,积极参加培训,搞好员工之间的团结合作;
4、积极做好节能、降耗工作,将一切费用降到最低限度;
5、认真做好卫生巡场检查工作,发现问题立刻处理,对不能独立处理的问题,应及时上报,请求帮助;
6、遇到高空卫生作业时必须按操作规程行事,在确保安全的前提下确保工作的品质;
7、遵守规章制度,认真完成上级交办的其它工作。
(十五)保洁(样板房)岗位职责
1、严格按操作规程和服务
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 物业 服务 管理 操作手册 大全