案场经理工作手册修改.doc

浙江绿城物业管理有限公司 二〇〇九年五月 【编者按】浙江绿城物业管理有限公司案场服务部（前身为酒店管理部，2010年更名为案场服务部）成立于2007年11月，主要负责绿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。目前，公司所接管的案场项目已近30个，其中包括高端的别墅及官邸，如青山湖玫瑰园样板区，留庄销售中心及样板房；普通的公寓样板房，如翡翠城、丽江公寓；以及一些非绿城房产项目，如温州天瑞尚城销售中心等。 在销售案场管理的过程中，我们引入星级酒店式服务模式，客户管家全程陪同，提供亲切、温馨的优质服务，使每一位来访客户都能感受到房产品的尊贵生活潜质，以绿城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，获得了项目公司的认同。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《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。该手册将作为公司及各分子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《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！ 浙江绿城物业管理有限公司 案场服务部 二○○九年六月十一日 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 案场主管岗位职责····································8 样板房客户助理岗位职责·····························9 迎宾岗位职责········································9 水吧员岗位职责········································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································12 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·············································15 案场经理任职要求···································15 案场主管任职要求···································15 样板房客户助理任职要求···························15 迎宾任职要求·······································15 水吧员任职要求·······································16 礼宾主管任职要求·································