2021年物业保洁管理手册(保洁).pdf

第一部份企业概况公司简介曲靖和琪物业服务有限责任公司（以下简称公司）成立于2009 年 9 月，注册资本 300 万元，物业管理资质二级，公司实行独立核算、自主经营、自负盈亏。先后接管会烟小区、紫云雅园、瑞祥小区、宝靖花园、财苑小区等。公司接管的会烟小区被评为“云南省物业管理示范小区”，是云南唯一的区县示范小区，自公司成立以来，在各级政府部门的大力指导扶持下，通过公司全体员工的共同努力，和琪物业不仅深得社会各界和同行业的好评，也赢得了广大业主的赞誉，在业内树立了良好的声誉。公司坚持“我们多努力，让你更满意”的服务理念，为客户提供安全、文明、整洁、满足客户需求并且持续改进的高品质物业管理服务，擅长管理服务于高档综合物业管理项目，通过物业管理与物业经营充分融合，以提升物业价值为目标，承揽政府、商业、写字楼、居住区等高档物业。公司在管项目面积达到97 万平方米，其中全委托面积67万平方米，顾问面积 30 万平方米，和琪物业依托优质的服务和专业技术支持，已逐步发展成为曲靖乃至全省物业管理的专业力量，公司拥有一支成熟的、经验丰富的员工队伍和精英管理团队，员工总数超过300人。公司按照 ISO9001:2000标准要求，全面实施质量管理，建立了完善的管理体系，适应业主需求，不断提升物业管理水平。通过专业化的员工培训，全方位、人性化的管理服务，不仅在基础服务（秩序维护、维修、保洁、绿化）上做到让顾客满意，而且还开展了多种便民服务，为业户营造了一个优美、高雅、舒适、便利的居住、投资环境。回眸发展历程，公司取得的业绩已成为激励我们这支专业化团队更加奋发精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 1 页，共 26 页进取的动力。我们诚挚的感谢各级领导和朋友的关怀、信任和支持，尤其是开发建设单位和广大业户的鞭策和厚爱。展望未来，我们将坚持创造服务文化，创造服务价值的企业发展路径，追求“让物业因我们更有价值，让社区因我们更加温馨，让城市因我们更加文明，让社会因我们更加和谐”的目标；恪守“我们多努力，让你更满意”的服务理念，坚持“诚信共赢”的合作理念，以品牌化运营为经营模式，塑造品牌经营形象；以市场化发展为导向，致力于规模化扩张；以项目创优和服务满意度为试金石，提升服务品质；以专业化、精细化团队为合力，奔腾不息共创新的辉煌。我们始终坚信：客户是资源，我们珍惜每一个客户；服务是产品，我们将为之倾尽全心。各界朋友、开发商和广大业主、客户，让我们以服务为纽带，以沟通为桥梁，增进交流、升华友谊；我们将勇敢地肩负起时代责任和社会使命，为客户提供更高价值的服务体验，超越平凡，不断创新；让我们和您共同为创造和谐物业，和谐社区而不懈努力！法人代表：吉纯公司地址：曲靖环东路紫云雅园综合楼邮编：655000 精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 2 页，共 26 页文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 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100%；清扫、保洁计划执行率98%以上；小区卫生死角数量为0；保洁服务满意率不低于90%。第二部分基本制度招聘、用工制度公开招聘，公平竞争，实行全员劳动合同制。应聘人员经过笔试、面试合格后，办理试用手续，试用期为两个月。试用期间由各试用部门做出工作评价及留用意见（试用期间如无部门留用则进行辞退），试用期满考核合格后，录用为正式员工；如试用期间成绩优良或表现突出者，可缩短试用时间。执行每周 42 小时工作制，享受国家法定节假日。根据员工的出勤情况，按月发放工资。公司可视经营情况和物价指数适当调整员工工资。辞职或离职：员工辞职或离职必须提前15 日向部门领导提交书面申请，逐级批准后，交接完毕本部门、财务、仓库、行政等手续，方可离开工作岗位。福利待遇：员工转正签订劳动合同后，可享受公司规定的相关福利；正式员工可参加本企业举办的文艺晚会、聚餐等各项活动。精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 5 页，共 26 页文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 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ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9职业道德及礼仪职业道德忠于职守，尽职尽责；兢兢业业，热情服务；积极主动，讲求实效；热爱集体，严守机密；实事求是，办事公道；遵守纪律，奉公守法；谦虚谨慎，文明礼貌；刻苦学习，精于业务；提高效率，严于律己；以身作则，精益求精。基本礼仪坐、立姿必须端正，面带微笑，热情、友好、亲切、言谈自然、精神饱满、不卑不亢。不得流露出厌烦、冷淡、愤怒、僵硬表情；不许顶撞、讽刺挖苦客户；如有发生视情节处以处罚或做待岗等处理。工作时间必须着工作服，干净、整齐、纽扣全部扣好，佩带好工号牌，不得穿拖鞋上班。如有违反每次处罚5 元。身体、面部、手部必须保持清洁，男员工不得留长发、烫发，女员工不得披发，染怪异发型。如有违反处罚5 元/次。上班期间不得串岗、打盹，如有违反每次处罚1050 元，造成损失的，承担由此造成的一切经济损失。不得带酒气或醉态上班，如有违反每次处罚20100 元。不得搬弄是非，挑拨离间，影响团结，诽谤他人，如有发生给予批评教育，仍不悔改者做停职或开除处理。办公室必须保持清洁，早晚整理打扫。上班时间非工作需要会客不超过15 分钟。不得利用公司电话闲聊、拨打声讯电话或拨打私人长途电话；接、打私人电话精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 6 页，共 26 页文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 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ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9不得超过 1 分钟，如有违反每次处罚50 元。人事管理制度目的：规范全体员工行为，加强本公司员工队伍的建设，提高员工的基本素质,严明纪律、发挥效益、创一流服务质量。适用范围：物业公司全体工作人员。职责：全体员工有义务严守规章制度、为公司利益而做出贡献；各部门负责人要对员工进行规章制度教育，并全面贯彻下去。基本规范坚守工作岗位，必须按质、按量完成各自职责，不能胜任工作，住户反映较大意见者，公司有权做出调离原岗位或辞退处理；如损坏公司及住户财产，视损坏程度照价赔偿并扣发工资；客服中心的工具、器械未经分公司同意，不准外借；上班时间不得看报、闲聊，不得用通迅设备聊天；业余时间应努力学习业务知识及相关知识；不得在工作时间在本住宅区从事本职工作以外的有偿劳务；严禁向业主、住户索取财物、吃、拿等不良行为；热情、周到、主动、高效服务住户，绝不可粗暴、冷漠、置之不理；工作时间不准睡觉或做出睡觉姿势；离开岗位时必须向直接领导请假，获准后方可离开；严禁在办公室私用电话，除急事外不许接听私人电话；未经许可不准在公司内演说集会示威，不准煽动不良情绪；不许用任何方式威胁、精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 7 页，共 26 页文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 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ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9文档编码:CW4B6I4Z3H10 HN7V4J9P6O7 ZQ6K8N1W9L9恐吓同事；不许在公司内打架斗殴；凡有打架斗殴者，无论何原因，一律做无条件开除处理。违反以上规章制度将严肃处理，重者将严惩警告及处罚或送公安机关。、关于服装、装束进公司必须穿好工作服；工作服要干净，装束要得当；进公司或工作区域须戴工号牌；严禁将工号牌借给他人或借