物业管理保洁员工培训讲义

development of problem, insisted liberation thought, and times, set on new development concept of consciously confidence, do advocate innovation, and focused on coordination, and advocate green, and thick plant open, and advance shared. For in economic development new normal Shang of awareness errors, deep awareness economic development new normal of objective inevitability, prevent one-sidedness, and simplistic, cannot to whether on himself favourable to judge new normal bad; cannot put new normal as a basket, what are to in loaded; cannot put new normal as haven, put work bad do, and didnt dry good of reasons are due Yu new normal, for not officer, and not development find excuses. Actively promote the supply side of structural reforms and implement the CPC Central Committee defined five pillars of policy and five priorities, implementation of the Central Government, provincial party Committee and the major decisions and arrangements of the party support accelerated development of XX XX, a good grasp of Fujian construction of free trade zone area XX XX block major historical opportunity. (4) lead to overcome difficulty, dare to play. Dare not sword, before major problems before dare not afraid to come forward for difficulties, crises, mistakes afraid to take responsibility, before the evil struggle before asking Problems, strengthen the sense of responsibility, to take charge. Dont want to under the new situation, not as good as issues, enhance vigor, growing new skills, new, do dry dry dry active, do we want to do good, and enthusiasm to take Shi Liuyin, grasping the iron mark implementation, promoter of reform and development, and a doer. Insist on seekingconjunction with the beginning of the 95 anniversary activities, focused schedule 1 party lecture. Encourages the party branch Secretary of the practice of party members give a Party lecture. Production line of advanced party members reported, their own experiences, enhance the attraction and appeal of party lecture. 4. Organization of online communication. Full use of the various types of network media, time pushes learning content. Boot party communist networks, mobile phone, TV, micro-learning and distance education platforms. Boot party member home participation in networked learning, interaction and three lessons, offline synchronization of encouraging party members to carry out study and education, enriching the content of forms, expand the coverage of education. 5. carry out the responsibility. Each branch to effectively assume the main responsibility for organizational learning, timely understanding of party members and cadres to study, identify and resolve symptoms and problems. Party Committee should do a good job leadership learning at the same time, guidance to branch based on the development of learning programmes, and urged the implementation of three lessons system and implementing learning requirements. To take reports, customized research, participate in discussions, attend meetings of the Organization, such as supervision, and effective transmission of pressure. About consolidation of weak and lax party branches, through true strong team, promote transformation improving branch to issue that stands out, to be dealt with first in place, further study and education. 6. play the lead role. Leadership, leading cadres should set an example, and to lead by example, layers of driven model, layer upon layer, formation of the shots, the overall general effect of linkage. Leading cadres should learn first and be in front, asking others to do you first do it, asks of others and not themselves determined not to do, we cannot lamp black, and flashlight man as himself. To enforce a rigid double about the life of the system, lead study discussion, lead in talking about experiences, give a Party lecture, report, leading to participate in organisational life, democratic appraisal, lead in duty of due diligence, according to positions, contribute to role play with learning, promoting learning education solid and effective. 7. grasp the integrated. To stick around the Center, serving the overall situation, the two combining education and completed various tasks, and implement the County Thirteen-Five combines planning, and the XX combination of scientific development and leaping development, both hands, two, avoiding two peels. By studying education, inspire party members and cadres undertaking enthusiasm, in establishing and implementing five development philosophy, solid industrial restructuring, deepening reform, poverty alleviation crucial, improving peoples livelihood and other work in the front, for example. Promotion of cadres work hard, aggressive, push development to test the effectiveness of educational work. Township two learn a do learning arrangements specific programme the Party (total) branch: for advance full strictly rule party, according to XX municipal on in city members in the carried out learn Constitution Party rules, and learn series speech, do qualified members learning education implementation programme, and XX municipal organization Department on two learn a do learning arrangements of specific1 “家务”与“服务”的定位1.1 员工角色与身份的转换，多为中年妇女组成，不可将惯有操持家务作法带入现场服务。1.2 面对不同公共服务场所，物业设施，服务要求的改变。1.3 服务定位：服务性物业管理公司，一切以客户为中心。一切包括：心态、出发点、作事方法、说话言语等等。1.4 明确“客户永远是对的”的服务心态。1.5 用心服务，称职管理。 以谦让心态面对，无须分辨对错。2 工作区域能源节约2.1 关注工作区域设施设备，水、电正常/离岗开关。2.2 不同季节、空调室门、窗进出工作的关闭开启。2.3 水笼头跑冒滴漏。2.4 解决：举手之劳/ 报告上司/ 甲方部门。3 环境关照，及时报告3.1 自觉将自己视为甲方的一员，一个层面看问题。3.2 关注一切，协助客户，同时也创造有利于自身工作环境。3.3 细心、敏锐、高效4 倡导良好卫生习惯4.1 个人仪容仪表，符合服务及现场要求，务必达标一致。例：头发、布鞋、裤子、号牌实例。4.2 通过服务及个人良好形为的展示，创造高质量的工作生活氛围。4.3 从每个人做起，形成对比。5 工具的自我管理与集中管理5.1 工具管理体现服务质量，管理水平。5.2 客户很在意这，勿因小失大。5.3 坚持“定点、归位、整齐”原则。5.4 条件允许时隐蔽放置。5.5 区域划分：物料仓库/ 现场 ，不同管理点。5.6 一开始做对，形成习惯。6 预见性的报告6.1 同第“3”项内容。6.2 现场可疑情况的提供与警觉。6.3 可疑情况均有义务向上司/保安反馈。7 药剂正确使用7.1 对应第“1”项，保洁工作专业性强，面对不同物料。严谨、科学对应，而非人人可“想当然”操作（举例）7.2 日常使用的常规药剂识别：静电除尘液、全能水、不锈钢清洁剂，玻璃清洁剂、生碱等不同功效。（实物看、闻、识别）7.3 药剂配备比例单位：加仑、升、如何确定。7.4 腐蚀性药剂的分类，安全操作。8 垃圾堆放/容器的认识8.1 垃圾处理：袋装 密封 集中8.2 防止清理中玻璃等锐利物划伤，事前注意分离，确定无碍。8.3 垃圾容器外观、地面保持干燥、干净，符合周围环境（举例）8.4 杜绝因忽视造成垃圾容器成为新的污染源9 告示牌、护栏、地垫分类与管理9.1 告示牌：每日常维护，定点、归位，精制材质，需细致操作。9.2 护栏：定点、等距放置，收回移位时防止陨坏（钩链特别关注）9.3 地垫：平铺、平整，禁止重压及乱卷拆，坚持竖立放置，不得单一扯搬移。9.4 清洗时毛刷不可过重用力，防止胶线脱离。10 服务语言10.1 使用服务用主语，普通话：请、谢谢、麻烦您、对不起、好的10.2 言行符合服务现场要求，禁止以“家庭主妇”身份心态对应现场服务。10.3 禁止使用地方用语，音量足够听到即可。10.4 禁止相隔数米，高声招呼或叫喊。（举例）10.5 禁止现场闲谈或发牢骚10.6 总体语言要求：礼貌、有序、安静。11 电梯卫生及关注点11.1 电梯分类：客用电梯（观光梯、手扶电梯），货梯、消防梯。11.2 客用电梯：（1） 四壁、控制板、标识牌、厢内滑槽（手扶电梯）（2） 手扶履带、梳齿板、上下开关按钮（防止失误操作停机）、玻璃护栏。11.3 货梯：每日早、日、晚三阶段保持通畅，无杂物、垃圾、散落物。11.4 消防梯：与保安部沟通操作维护情况，不同对应。11.5 全面禁止水流损坏电机，使用拧干或含水少工具保洁。禁止硬物或工具上的杂物划/损伤材质表面。11.6 清洁操作前，放置“暂停服务”或“工作进行中”标识牌12 交接、汇报、表述、记录12.1 原则：及时、准确、全面。12.2 24小时内回复别人发出的问题和交托的任务。12.3 以“何时、何地、何人、为什么，结果怎样”5要点进行沟通。12.4 学会书面记录，形成习惯（例：我的承诺、交接班本、会议记录本）。12.5 上司对书面记录及时签批，使下属更明白工作要求与方向。12.6 全员努力学会书面报告与总结，跟上竞争要求。13 安全操作的自我防护13.1 意识先行，培训在前，预防为主。13.2 个人主义，一味经验主义，老方法办事应摒弃。严格操作流程。13.3 涉及：药水、机械、高空/高空操作、重物的搬移，电器接驳使用等注意。14 服务投诉处理14.1 处理原则：倾听 ，耐心，友善，寻求努力解决，反馈，行动改善。14.2 全面倾听，表示关注，不以争辩出现。14.3 禁止：这不是我的事，漠不关心，不痛不痒。14.4 解决不了/判断不明时，应指引对方寻求其它方式或渠道，耐心面对。14.5 涉及我方服务投诉，以“14.1”为原则，迅速行动，改善。14.6 所有投诉书面记录，案例分析，全员改进，防止类似再次发生。（举例）说明：1主讲人围绕提纲，根据现场实际结合案例展开培训。2此为共同科目的培训。3专业对应科目根据现场实际“一对一”培训。在人力资源部总经理的领导下，负责集团招聘、人事档案、培训、员工职业生涯规划、企业文化建设等的日常管理工作，协助总经理做好人力资源的选聘、开发和利用，满足企业发展对各级人才的需要。development of problem, insisted liberation thought, and times, set on new development concept of consciously confidence, do advocate innovation, and focused on coordination, and advocate green, and thick plant open, and advance shared. For in economic development new normal Shang of awareness errors, deep awareness economic development new normal of objective inevitability, prevent one-sidedness, and simplistic, cannot to whether on himself favourable to judge new normal bad; cannot put new normal as a basket, what are to in loaded; cannot put new normal as haven, put work bad do, and didnt dry good of reasons are due Yu new normal, for not officer, and not development find excuses. Actively promote the supply side of structural reforms and implement the CPC Central Committee defined five pillars of policy and five priorities, implementation of the Central Government, provincial party Committee and the major decisions and arrangements of the party support accelerated development of XX XX, a good grasp of Fujian construction of free trade zone area XX XX block major historical opportunity. (4) lead to overcome difficulty, dare to play. Dare not sword, before major problems before dare not afraid to come forward for difficulties, crises, mistakes afraid to take responsibility, before the evil struggle before asking Problems, strengthen the sense of responsibility, to take charge. Dont want to under the new situation, not as good as issues, enhance vigor, growing new skills, new, do dry dry dry active, do we want to do good, and enthusiasm to take Shi Liuyin, grasping the iron mark implementation, promoter of reform and development, and a doer. Insist on seekingprogramme, and XX city learning education implementation programme spirit and town party implementation programme requirements, according to distinguish level, and has targeted solution problem of requirements, ensure learning education made effectiveness, Promotion of all party members and consciously respect the party Constitution, abide by party rules, armed with XI series of important speech by General Secretary head, guide, and promote the work, be qualified party members and learning arrangements are hereby makes the following specific programmes. Learning requirements, on all party members to study the party Constitution and party rules and unify the XI series of important speech, General Secretary, speech learning series to deepen understanding of the Constitution Party rules, Constitution Party rules in the deep insight series address the basic spirit and practical requirements. 1, Constitution Party rules learning of the party Constitution, a deep understanding of the partys nature, purpose, guiding principles, goals, organization, good style, grasp conditions, rights and obligations of party members, bearing in mind that oath, clear qualified party member criteria and conditions. Learning the code of self-discipline of the CPC, the CPCs disciplinary regulations, the Chinese Communist Party Member Rights Ordinance and so on, mastering self-discipline standards of four must, the four upholdings, mastering various types of disciplinary offence and punishment provisions. 2, and learning series speech to XI General Secretary series important speech reading (2016 version) and out poverty work to dream into really-XI comrade in XX work during advocate practice line immediately on do documentary and XI General Secretary on immediately on do important discusses, for basic textbook, learning understand XI General Secretary series important speech of basic spirit, learning understand Central ruling acting political new concept new thought new strategy of basic content, learning understand XI General Secretary on Fujian, and A series of important instructions of the XX and XX of important ideas, inheriting and carrying forward the General Secretary during the XXs sigewan and will do it right away and other fine traditions and work style, mastery and improvement of self-cultivation, ful