【正文】 段通常指收樓后案場(chǎng)持續(xù)開(kāi)放并滾動(dòng)開(kāi)發(fā)銷(xiāo)售階段，由案場(chǎng)負(fù)責(zé)人管理。銷(xiāo)售案場(chǎng)：指銷(xiāo)售現(xiàn)場(chǎng)，主要包括營(yíng)銷(xiāo)中心案場(chǎng)、樣板房及相關(guān)場(chǎng)地。根據(jù)公司戰(zhàn)略發(fā)展規(guī)劃和內(nèi)外部環(huán)境變化的要求，不定期對(duì)本手冊(cè)內(nèi)容進(jìn)行相應(yīng)調(diào)整修訂。目錄一、 總則....................................................................................................................................... 301 組織架構(gòu)及管理職責(zé)............................................................................................................302 員工培訓(xùn)操作指引..............................................................................................................1803 員工行為規(guī)范......................................................................................................................20二、操作規(guī)程............................................................................................................................... 4701 前期籌備操作規(guī)程..............................................................................................................4702 開(kāi)盤(pán)操作規(guī)程......................................................................................................................5103 VIP 接待操作規(guī)程...............................................................................................................5404 試住體驗(yàn)操作規(guī)程..............................................................................................................5705 私宴接待操作規(guī)程..............................................................................................................6006 案場(chǎng)管家操作規(guī)程..............................................................................................................6207 前置服務(wù)操作規(guī)程..............................................................................................................7108 吧臺(tái)客服助理操作規(guī)程......................................................................................................7309 樣板房客服助理操作規(guī)程..................................................................................................8010 體驗(yàn)館/展廳客服助理操作規(guī)程....................................................................................... 8811 門(mén)崗禮賓操作規(guī)程..............................................................................................................9012 停車(chē)場(chǎng)禮賓操作規(guī)程..........................................................................................................9313 大堂禮賓操作規(guī)程..............................................................................................................9614 板房區(qū)主入口崗禮賓操作規(guī)程......................................................................................... 9815 樣板房門(mén)口崗禮賓操作規(guī)程........................................................................................... 10216 電瓶車(chē)禮賓操作規(guī)程........................................................................................................10617 巡邏禮賓操作規(guī)程............................................................................................................109第 1 頁(yè) 共 249 頁(yè)18 夜間禮賓操作規(guī)程............................................................................................................11119 救生員操作規(guī)程................................................................................................................11620 消防管理操作規(guī)程............................................................................................................12121 室外保潔崗位操作規(guī)程....................................................................................................12922 室內(nèi)保潔崗位操作規(guī)程....................................................................................................13423 室內(nèi)空氣質(zhì)量管理操作規(guī)程........................................................................................... 13724 空置房保潔通風(fēng)操作規(guī)程................................................................................................13925 室內(nèi)地面晶面養(yǎng)護(hù)操作規(guī)程........................................................................................... 14126 洗手間保潔崗位操作規(guī)程................................................................................................14527 水系保養(yǎng)操作規(guī)程............................................................................................................14828 泳池管理操作規(guī)程............................................................................................................15129 案場(chǎng)保鮮操作規(guī)程............................................................................................................15630 工程報(bào)修處理規(guī)程............................................................................................................15731 工程維修操作規(guī)程............................................................................................................16132 突發(fā)事件應(yīng)急處理操作規(guī)程........................................................................................... 164三、管理制度............................................................................................................................. 17201 品質(zhì)管理標(biāo)準(zhǔn)....................................................................................................................17202 銷(xiāo)售案場(chǎng)品質(zhì)管理辦法....................................................................................................18203 服務(wù)工作月度匯報(bào)制度....................................................................................................187四、附件/參考文件................................................................................................................... 19001 銷(xiāo)售案場(chǎng)服務(wù)清單............................................................................................................19002 銷(xiāo)售案場(chǎng)百問(wèn)百答參考文本（XXXXX翡翠灣）........................................................... 22803 講解解說(shuō)參考文本（XXXXX鳳凰灣）........................................................................... 24104 顧問(wèn)服務(wù)協(xié)議....................................................................................................................247第 2 頁(yè) 共 249 頁(yè)一、總則組織架構(gòu)及管理職責(zé) 基本內(nèi)容規(guī)范了