案场经理工作手册终VIP免费

浙江绿城物业管理有限公司案场经理工作手册0二〇〇九年五月【编者按】浙江绿城物业管理有限公司酒店管理部成立于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酒店管理部二○○九年六月十一日目录第一篇岗位说明·············································6一、服务人员组织架构·····································7二、岗位职责·············································7（一）驻场经理岗位职1责····································7（二）客户管家岗位职责····································8（三）样板房管家岗位职责··································9（四）迎宾岗位职责········································9（五）吧员岗位职责········································10（六）礼宾主管岗位职责····································10（七）停车场礼宾岗位职责··································11（八）门岗礼宾岗位职责····································11（九）电瓶车驾驶员岗位职责································11（十）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··································14三、任职要2求·············································14（一）驻场经理任职要求···································14（二）客户管家任职要求···································15（三）样板房管家任职要求·································15（四）迎宾任职要求···········...