【正文】 商業(yè)物業(yè)管理指導(dǎo)手冊重慶市金科物業(yè)服務(wù)有限公司二〇一四年三月1 / 93商業(yè)物業(yè)管理指導(dǎo)手冊目 錄一、商業(yè)物業(yè)組織架構(gòu) ......................................................................................1（一）組織架構(gòu) .......................................................................................................................................1（二）人員配 置 .......................................................................................................................................2二、商業(yè)物業(yè)的前期管理 ...................................................................................6（一）項(xiàng)目設(shè)計階段 ...............................................................................................................................6（二）項(xiàng)目施工階段 ...............................................................................................................................9（三）商業(yè)物業(yè)管理準(zhǔn)備階段 ...............................................................................................................9三、商業(yè)物業(yè)驗(yàn)收標(biāo)準(zhǔn)（供參考） ...................................................................10（一）項(xiàng)目公共 配套設(shè)施 .....................................................................................................................10（二）裝 修 .............................................................................................................................................11（三）主力店鋪驗(yàn)收標(biāo)準(zhǔn)（行業(yè)參考，以商家定制為準(zhǔn)） .............................................................11四、商業(yè)物業(yè)交房流程 .....................................................................................20（一）業(yè)主交房流程 .............................................................................................................................20（二）注意事項(xiàng) .....................................................................................................................................22五、客戶服務(wù) ...................................................................................................22（一）物業(yè)服務(wù)人員 .............................................................................................................................22（二）物業(yè)檔案管理 .............................................................................................................................23（三）商家進(jìn)駐和離場 .........................................................................................................................23（四）服務(wù)接待 .....................................................................................................................................24（五）客戶意見管理 .............................................................................................................................24（六）走訪回訪 .....................................................................................................................................252 / 93（七）標(biāo)識管理 .....................................................................................................................................25（八）內(nèi)外聯(lián)系 .....................................................................................................................................27（九）客戶關(guān)系維護(hù) .............................................................................................................................28（十）財務(wù)管理 .....................................................................................................................................28（十一）租賃業(yè)務(wù)管理 .........................................................................................................................29六、環(huán)境管理 ...................................................................................................29（一）室外區(qū)域 .....................................................................................................................................29（二）室內(nèi)區(qū)域 .....................................................................................................................................30（三）保潔服務(wù)標(biāo)準(zhǔn) .............................................................................................................................31（四）綠化管理 .....................................................................................................................................41七、工程管理 ...................................................................................................42（一）基本要求 .....................................................................................................................................42（二）裝修管理 .....................................................................................................................................43（三）報修服務(wù) .....................................................................................................................................60（四）維護(hù)管理 .....................................................................................................................................61（五）供配電系統(tǒng) .................................................................................................................................62（六）緊急供電系統(tǒng) .............................................................................................................................63（七）廣播與背景音響系統(tǒng) .................................................................................................................64（八）安全監(jiān)控系統(tǒng) .............................................................................................................................64（九）巡更系統(tǒng) .....................................................................................................................................65（十）停車場管理系統(tǒng) .........................................................................................................................65（十一）消防報警與滅火系統(tǒng) .............................................................................................................66（十二）給排水系統(tǒng) .............................................................................................................................68（十三）空調(diào)系統(tǒng) ............................................