管家式服务手册

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1、管家式服务工作手册浙江绿城物业管理有限公司二〇一〇年十月194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

2、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·········································10194二、提供管家式服务人员配备参考数据·······················

3、········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·

4、··············································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194·············································36五、钥匙管理制度························

5、·························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············································

6、····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·············································50194二、“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······················

7、·················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············

8、··································137二、员工仪容仪表检查标准········································138三、岗前着装流程表194··············································139四、礼仪规范·················································