【正文】 ？？ 健身有限公司 營運(yùn)手冊 目錄 營運(yùn)手冊 Operation Manual 隨著不能預(yù)知的客觀環(huán)境的改變，公司保留絕對變更、修改、改善及終止上述條文的權(quán)利。 1 序言 1. Standards 標(biāo)準(zhǔn) .................................................................................................... 7 . 形象 ........................................................................................................................ 7 . 行為標(biāo)準(zhǔn) ................................................................................................................. 8 . 工作區(qū)域 ................................................................................................................. 9 . 行政 ........................................................................................................................ 9 . 考勤 ...................................................................................................................... 12 2. 員工規(guī)定 .............................................................................................................. 10 . 行為規(guī)定 ............................................................................................................... 10 . 紀(jì)律處分條例 ........................................................................................................ 11 3. 共有程序 .............................................................................................................. 13 . 電話禮儀 ............................................................................................................... 13 . 接待來訪的會員 ..................................................................................................... 15 . 留言標(biāo)準(zhǔn) ............................................................................................................... 15 4. 營運(yùn)部架構(gòu) ................................................................................錯誤 !未定義書簽。 會所服務(wù)部 ...................................................................................................... 17 . 職位介紹 .................................................................................................... 17 . 營運(yùn)經(jīng)理 .................................................................................. 錯誤 !未定義書簽。 . 會所服務(wù)主任 ..................................................................................................... 17 . 客戶服務(wù)主任 ..................................................................................................... 18 . 客戶服務(wù)助理 ..................................................................................................... 18 . 預(yù)約員 ............................................................................................................... 18 . 前臺接待員 ........................................................................................................ 19 . 部門操作流程及工作規(guī)定 ............................................................... 20 . 客 戶 服 務(wù) 部 ................................................................................................. 20 . 功能 ............................................................................................................... 20 目錄 營運(yùn)手冊 Operation Manual 隨著不能預(yù)知的客觀環(huán)境的改變，公司保留絕對變更、修改、改善及終止上述條文的權(quán)利。 2 . 服務(wù)標(biāo)準(zhǔn) ........................................................................................................ 20 . 行政標(biāo)準(zhǔn) ........................................................................................................ 20 . 工作規(guī)定 ........................................................................................................ 20 . 工作程序 ........................................................................................................ 21 . 會員意見的收取及反饋程序 ............................................................................ 21 . 會員投訴處理程序 .......................................................................................... 22 . 會籍更改、轉(zhuǎn)讓、暫停程序 ............................................................................ 22 . 過期會籍的處理程序 ...................................................................................... 23 . 會員意見的收取及反饋程序 ............................................................................ 24 . 會員投訴處理程序 .......................................................................................... 24 . 會籍更改、轉(zhuǎn)讓、暫停程序 ............................................................................ 25 . 預(yù) 約 臺 ........................................................................................................ 26 . 功能 ............................................................................................................... 26 . 行政標(biāo)準(zhǔn) ........................................................................................................ 26 . 服務(wù)標(biāo)準(zhǔn) ........................................................................................................ 26 . 工作規(guī)定 ........................................................................................................ 26 . 工作程序 ........................................................................................................ 27 . 開業(yè)準(zhǔn)備 ........................................................................................................ 27 . 接待現(xiàn)場預(yù)約的會員 ...................................................................................... 27 . 接待會員的電話預(yù)約 ...................................................................................... 27 . 接待前來借用健身用品的會員 ........................................................................ 28 . 接待兼職教練 ................................................................................................. 28 . 三節(jié)免費(fèi)私教課程 .......................................................................................... 28 . 通知新會員領(lǐng)取會員卡 ................................................................................... 29 . 接待購買私人教練的會員 ..........................................