商业物业管理指导手册重庆市金科物业服务有限公司二〇一四年三月商业物业管理指导手册目录一、商业物业组织架构......................................................................................1（一）组织架构.......................................................................................................................................1（二）人员配置.......................................................................................................................................2二、商业物业的前期管理..................................................................................6（一）项目设计阶段...............................................................................................................................6（二）项目施工阶段...............................................................................................................................9（三）商业物业管理准备阶段...............................................................................................................9三、商业物业验收标准（供参考）...................................................................10（一）项目公共配套设施.....................................................................................................................10（二）装修..............................................................................................................................................11（三）主力店铺验收标准（行业参考，以商家定制为准）..............................................................11四、商业物业交房流程.....................................................................................20（一）业主交房流程.............................................................................................................................20（二）注意事项.....................................................................................................................................22五、客户服务...................................................................................................22（一）物业服务人员.............................................................................................................................22（二）物业档案管理.............................................................................................................................23（三）商家进驻和离场.........................................................................................................................23（四）服务接待.....................................................................................................................................24（五）客户意见管理.............................................................................................................................241（六）走访回访.....................................................................................................................................25（七）标识管理.....................................................................................................................................25（八）内外联系.....................................................................................................................................27（九）客户关系维护............................................................................................
