管家式服务手册.docVIP

浙江绿城物业管理有限公司 二〇一〇年十月 目 录 第一篇 管家服务历史及绿城管家服务设想····························4 一、“管家”的概念和起源···········································5 二、“英式管家”的服务·············································5 三、“管家服务”在国内的发展·······································7 四、物业管家发展前景··············································7 五、绿城物管管家服务设想··········································8 第二管家式服务提供的界定··········································9 一、提供管家式服务的条件·········································10 二、提供管家式服务人员配备参考数据·······························12 三、组织机构及流程图·············································13 四、岗位职责·····················································16 五、管家的条件···················································32 第三管理制度及规程···············································34 一、8小时延时服务··············································· 35 二、业主信息管理制度·············································35 三、工装管理制度·················································36 四、空调温度管理制度·············································36 五、钥匙管理制度·················································37 六、沟通拜访制度·················································38 七、投诉处理规程·················································39 八、维修服务规程·················································43 九、访客接待规程················································ 46 十、保姆管理制度·················································48 第四尊贵生活服务体系-管家式服务···························· 49 一、管家核心服务体验·············································50 二、“管家式服务”提供的基础要求································ 54 三、早期介入阶段管家式服务·······································57 四、交房、装修、入住阶段管家式服务·······························60 五、全面入住阶段管家式服务·······································72 六、附件：外协资源··············································122 第五篇仪表仪容及服务礼仪·······································136 一、各岗位员工标准··············································137 二、员工仪容仪表检查标准········································138 三、岗前着装流程表·······································