物业案场经理工作手册(84页)
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郑州福谦物业管理有限公司
二零一五年十二月二日
物 业 案 场 经 理 工 作 手 册 1
【编者按】郑州福谦物业管理有限公司成立于2015年11月，主要负责福晟谦祥-钱隆城房产项目销售案场及样板房（样板区）的管理，并配合销售部门进行客户的接待服务工作。
在销售案场管理的过程中，我们引入星级酒店式服务模式，客服主管全程陪同，提供亲切、温馨的优质服务，使每一位来访客户都能感受到福晟谦祥-钱隆城独有的尊贵生活潜质，以福谦物业专业的案场服务为房产品加分，从而为房产品的销售起到了积极的推进作用，获得项目公司的认同。同时，我们也在这个过程中积累了丰富的管理与服务经验。 为了进一步统一案场服务标准与规范，我们编写了《物业案场经理工作手册》。该手册涉及案场管理的服务标准、礼仪规范、工作流程、规章制度和表格表单等各方面内容。该手册将作为公司案场管理的质量标准和依据。 我们将在今后的工作中不断完善《物业案场经理工作手册》，对新的服务内容及时补充和更新。如有不妥之处，恳请大家批评指正。最后，祝愿大家工作顺利！
郑州福谦物业管理有限公司 二零一五年十二月二日 2
目 录 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）案场经理岗位职责····································7 （二）客服主管岗位职责····································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）案场经理任职要求···································14 （二）客服主管任职要求···································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 3
（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）客服主管···········································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）案场经理工作流程···································32 （二）客服主管工作流程···································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 4
（一）客服主管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、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、物业管理培训制度···································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、管理部奖惩考核制度·······························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、部门主管工作考评表································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
