商业广场购物中心物业管理工作手册

商业广场/购物中心物业服务中心工作手册长沙市新润物业服务有限公司二〇一六年十月-2-目录物业服务中心人员框架图············································································4物业服务中心工作职能···············································································5物业服务中心经理/主管/管理员/客服职责·······················································6物业服务中心管理制度···············································································9物业服务中心岗位工作考核细则·································································11物业服务中心运作程序·············································································16商户收楼标准作业规程·············································································16接待工作规程·························································································19商户投诉处理工作规程·············································································20商户申请维修处理工作规程·······································································21回访商户工作规程···················································································22服务质量意见征询调查工作规程·································································22代商户申请电话、有线电视开户规程···························································22代订报刊工作规程···················································································23公共场所使用管理规程·············································································23营业场所管理规程···················································································24商户大件物品放行程序·············································································25办理广场出入证申请程序··········································································26商户办理广告牌及招牌等申请工作程序························································26商户进场管理程序···················································································26商户退场管理程序···················································································27日常巡查工作规程···················································································27停车场车位租赁办理规程··········································································28商户办理自行车等车辆停车证程序······························································29物业服务中心钥匙管理规程·······································································29商户电话初装申请程序·············································································31商户办理公司水牌制作程序·······································································31装修单元办理临时动火程序·······································································33商户办理货梯使用程序·············································································34办理非办公时间来访/加班登记手续·····························································35商户办理非办公时间加班程序····································································36商户办理《商场出入证》程序····································································37商户办理物品临时寄存程序·······································································38商户办理摩托车、自行车停车证的程序························································39商户办理借用手推车的程序·······································································40商户办理代上锁、开锁的程序····································································41商户办理室内设施报修程序·······································································42投诉处理工作流程···················································································43商户办理电话迁移、对调程序····································································44商户办理搬离商场程序·············································································45-3-商户办理物品放行程序·············································································46回访商户工作流程···················································································47服务质量调查工作流程·············································································48物业服务中心人员框架图物业服务中心工作职能一、协助督促工程部搞好物业配套设施及设备的维护和保养保证物业的正常运行，向商户提供基本的使用保证。二、协助督促保安和消防系统的管理，为商户提供安全的保障。三、搞好物业及周围环境的清洁卫生，为商户提供一个整洁舒适的环境。四、做好草地，花木和园林的绿化养护工作，营造一个优美的环境。五、协助督促做好商户的车辆管理，防止车辆丢失损坏或酿成事故。六、建立健全商户档案，了解并掌握商户的情况以加强管理和监督。七、按《管理公约》及《商户手册》处理商户间的关系，引导商户共同遵守公约及手册的规定，促使商户间建立友好和谐的关系。八、负责商户入住手续及单元内装修报批、验收手续的办理，认真做好装修管理工作，及时制止各种违章行为，禁止乱搭乱建，以维护物业的整体外观不受损坏。九、接受并处理商户投诉，对服务工作质量进行跟踪回访，定期收集商户意见、建议，并反馈至各职能部门，必要时上报公司领导。十、受理商户报修工作，做好有偿维修服务工作，为商户提供维修的方便。十一、负责广场物业管理费的收缴，代收代交各种公共性收费，制定各种费用收缴的月、季、年计划。-6-物业服务中心各岗位工作职责物业服务中心经理职责在物业公司总经理的直接领导下，贯彻执行公司各项方针、政策，全面负责物业服务中心的工作，对总经理负责。一.建立健全物业服务中心各项管理制度、工作流程及各岗位职责，监督、检查、指导各岗位责任制的执行情况，负责公司员工行为规范、业务素质及工作标准的督导考核工作。二.有权指挥和调整物业服务中心的人员，负责制定物业服务中心的月、季、年度工作计划，并加以组织实施。三.熟悉国家地方政府的有关方针、政策、法律法规和有关物业管理的各项规章制度。四.负责制定审核本部门员工培训计划及考核教材，并负责监督和落实不断提高员工的业务水平和服务质量。五.负责对清洁、绿化承包商的监督、管理工作，保证其所有操作符合质量要求。六.处理商户投诉，定期将收集的商户意见和建议反馈至职能部门改进工作，必要时上报公司领导。七.要有全局观念，宏观把握物业服务中心与商户、开发公司及相关外联部门的合作，处理对外联系和来宾接待工作。八.参与公司管理，掌握公司工作动态及重大事件发生、发展情况，为总经理决策提供准确信息。九.负责组织、策划、实施广场文化建设工作。十.配合其它部门处理广场相关事宜。-7-物业服务中心主管工作职责负责跟进落实物业服务中心工作中有关重大商户投诉等事项，并向物业服务中心经理汇报。一.负责定期与清洁、绿化之承包商召开工作例会，提出问题及改进意见，并负责改进工作之落实。二.跟进、落实领导安排的各项工作。三.负责广场的清洁及绿化管理。四.落实、执行广场的各项规则，督促商户遵守执行。五.负责接待、跟进、落实商户等有关人员的投诉和咨询。六.每天巡视广场，并对公共设施、设备之维修、治安等提出改进建议。七.编制每月清洁检查表及报告交物业服务中心经理。八.负责跟进、