【正文】 ................................................57 冒煙、焦味或其它異味 .............................................................................................................57 高空墮物 ...................................................................................................................................58 火警 ...........................................................................................................................................58二十二、 員工餐廳管理規(guī)定 ............................................................................................................5921．1 園區(qū)服務(wù)中心對(duì)餐廳的職責(zé) ..................................................................................................59 園區(qū)企業(yè)對(duì)餐廳權(quán)利 ................................................................................................................60 餐廳服務(wù)要求 .............................................................................................................................60 餐廳用具的規(guī)定 ........................................................................................................................60 餐廳管理人員的安全職責(zé) ........................................................................................................60 餐廳工作人員職責(zé) ....................................................................................................................61消防管理規(guī)定（暫空） .....................................................................................................................627一、 服務(wù)中心架構(gòu)服務(wù)中心主任后勤主管招商客服專員物業(yè)主管安管人員綠化 餐廳服務(wù) 保 潔人 員系統(tǒng)管理員服務(wù)中心副主任園區(qū)服務(wù)中心架構(gòu)描述：1. 組織架構(gòu)的設(shè)置原則是精簡(jiǎn)高效、一職多能，采用主任負(fù)責(zé)制。為了實(shí)現(xiàn)上述目標(biāo)，我們必須引入先進(jìn)的服務(wù)理念，采用科學(xué)的管理手段和工作流程，使服務(wù)人員職業(yè)化，來(lái)滿足高新技術(shù)企業(yè)對(duì)園區(qū)服務(wù)的要求。它主要包括確保設(shè)備設(shè)施高效低能的正常使用、營(yíng)造舒適的辦公環(huán)境，保持良好的公共秩序，建立有效的突發(fā)事件處理機(jī)制和便捷高效的日常服務(wù)管理機(jī)制。希望園區(qū)服務(wù)手冊(cè)與園區(qū)服務(wù)指南的編制能夠?yàn)楣緢@區(qū)服務(wù)的開(kāi)展做出貢獻(xiàn)！ 2沈陽(yáng) IC 裝備創(chuàng)新產(chǎn)業(yè)園園區(qū)服務(wù)手冊(cè)（草案）3目 錄前 言 ...................................................................................................................................................1目 錄 ...................................................................................................................................................3一、 服務(wù)中心架構(gòu) ...............................................................................................................................7二、 服務(wù)理念 .......................................................................................................................................7三、 服務(wù)核心 .......................................................................................................................................8四、 服務(wù)定位 .......................................................................................................................................8六、 園區(qū)服務(wù)特色 ...............................................................................................................................8七、 園區(qū)服務(wù)任務(wù) ...............................................................................................................................8八、 園區(qū)服務(wù)標(biāo)準(zhǔn) ...............................................................................................................................9 房屋共用部位的維護(hù)和管理標(biāo)準(zhǔn)： .............................................................................................9 共用設(shè)施設(shè)備的運(yùn)行維護(hù)管理標(biāo)準(zhǔn)： .........................................................................................9 環(huán)境衛(wèi)生服務(wù)標(biāo)準(zhǔn)： .....................................................................................................................9 安防服務(wù)標(biāo)準(zhǔn)： ...........................................................................................................................10 綠化服務(wù)標(biāo)準(zhǔn)： ...........................................................................................................................10 維修服務(wù)標(biāo)準(zhǔn)： ...........................................................................................................................10 大堂接待服務(wù)標(biāo)準(zhǔn)：（暫定，是否執(zhí)行待批示） ...................................................................10九、 行為規(guī)范及文明用語(yǔ) .................................................................................................................11 著裝規(guī)范 .......................................................................................................................................11 行為舉止規(guī)范 ...............................................................................................................................11 用語(yǔ)規(guī)范 .......................................................................................................................................12 常用文明用語(yǔ) .......................................................................................................................12 問(wèn)候語(yǔ) ...................................................................................................................................12 道歉用語(yǔ) ...............................................................................................................................13十、 園區(qū)服務(wù)內(nèi)容 .............................................................................................................................13 基礎(chǔ)服務(wù) .....................................................................................................................................13 客服中心 ..............................................................................................................................13 安全服務(wù) ..............................................................................................................................13 工程服務(wù) ..............................................................................................................................14 環(huán)境服務(wù) ..............................................................................................................................14 商務(wù)服務(wù) ...................................................................................................................................