文档介绍：物业案场经理工作手册郑州福谦物业管理有限公司二零一五年十二月二日【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  目录第一篇岗位说明·············································6服务人员组织架构·····································7岗位职责·············································7案场经理岗位职责····································7客服主管岗位职责····································8样板房管家岗位职责··································9迎宾岗位职责········································9吧员岗位职责········································10礼宾主管岗位职责····································10停车场礼宾岗位职责··································11门岗礼宾岗位职责····································11电瓶车驾驶员岗位职责································11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任职要求·············································14案场经理任职要求···································14客服主管任职要求···································15样板房管家任职要求·································15迎宾任职要求·······································15吧员任职要求·······································15礼宾主管任职要求···································16礼宾任职要求·······································16保洁主管任职要求···································16保洁任职要求·······································16第二篇服务礼仪·············································17仪容仪表············································18岗前着装流程表······································19服务礼仪·