文档介绍：嘉凯城集团物业服务有限公司
二〇一四年一月
【编者按】
在销售案场管理旳过程中，我们引入星级酒店式服务模式，客户管家全程陪伴，提供亲切、温馨旳优质服务，使每一位来访客户都能感受到房产品旳尊贵生活潜质，以嘉凯城物业专业旳案场········19
服务礼仪············································19
各岗位礼仪规范······································23
客户管家···········································23
样板房管家·········································26
礼宾···············································27
迎宾···············································28
水吧···············································29
保洁···············································30
服务流程·············································31
工作流程············································32
驻场经理工作流程···································32
客户管家工作流程···································32
礼宾主管工作流程···································33
保洁主管工作流程···································33
日班礼宾工作流程···································33
夜班礼宾工作流程···································34
样板房管家工作流程·································34
迎宾员工作流程·····································34
水吧工作流程·······································35
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
服务原则············································37
客户管家服务原则及工作规程要点··························37
停车场礼宾服务原则·································38
门岗礼宾服务原则及工作规程要点···························38
电瓶车礼宾服务原则·································39
水吧服务原则及工作规程要点·······························39
样板房管家服务原则及工作规程要点·························41
保洁服务原则·······································42
保洁卫生原则·······································42
客户接待流程········································45
VIP接待流程·········································47
会议接待服务流程·····································49
重大活动接待流程·····································49
第四篇 管理制度··············································51
酒店管理部培训制度···································52
附件1、新员工岗前培训纪录表······························53
附件2、