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物业保洁工作主要负责哪些工作?

来源:http://www.jylmjz.com/ 日期:2021-06-10 15:39:16 点击数:  TAGS:济南月嫂,济南保洁服务,济南家政公司,济南护工,济南育婴师

礼仪礼貌与仪容仪表

Courtesy and appearance

某参加工作不久的女大学生,在上卫生间时被一名保洁人员说其不冲厕所。她在半年之后提起此事时还非常激动地说“我是这么没有素质的人吗”。试想,如果是一个经良好礼仪培训的保洁人员当发现有人不冲厕所时,就会默默地用自己努力的工作来感动服务对象,而不是埋怨服务对象的行为。在工作中不注意服务中的礼貌用语会给顾客留下坏的印象。

A female college student who has not been working long ago was told by a cleaner that she did not flush the toilet when she went to the bathroom. When she mentioned it half a year later, she said excitedly, "am I such a person without quality?". Just imagine, if a cleaner trained in good manners finds that someone doesn't flush the toilet, he will quietly use his hard work to move the service object instead of complaining about the behavior of the service object. If you don't pay attention to the polite expressions in service at work, you will leave a bad impression on customers.

“礼仪礼貌”、“仪容仪表”实际上反映了一个企业的管理水平。管理工作中,应避免保洁人员带着不愉快的情绪来上班,或对主管人员有抵触情绪。

"Courtesy" and "appearance" actually reflect the management level of an enterprise. In the management work, it should be avoided that the cleaning staff come to work with unpleasant emotions or have resistance to the supervisor.

统一服装、统一形象,也是良好的仪容仪表的基本要求。员工不能因为服装不那么合适或不太喜欢,或怕见到熟人等各种原因而对穿工作服或其他规范要求产生抵触心理,而出现不穿或穿着不整齐的现象。

Uniform clothing and uniform image are also the basic requirements of good appearance. Employees should not conflict with work clothes or other standard requirements because of inappropriate or dislike clothes, or fear of meeting acquaintances and other reasons, resulting in the phenomenon of not wearing or not wearing neatly.

two

顾客需求与工资标准

Customer demand and wage standard

清晰物业使用人的需求,了解顾客的关注点,据此作出详细的服务方案,制订工作的重点、详细的工作标准和检查标准,列出关键点和质量控制点、工作记录要求。对已制订的工作标准和规程等进行实施情况检查,并时常评估其适宜性。

Clarify the needs of property users, understand the concerns of customers, make a detailed service plan based on this, formulate the key points of work, detailed work standards and inspection standards, and list the key points, quality control points and work record requirements. Check the implementation of established work standards and procedures, and evaluate their suitability from time to time.

在制订工艺流程时,应注意工具和工作时间的适宜性、工作的有效性、顾客的方便等因素,并将流程与工艺标准化,通过最短的时间培训就可上岗,不因主管人员和保洁人员的变更而影响服务质量。

When working out the process flow, we should pay attention to the suitability of tools and working hours, the effectiveness of work, the convenience of customers and other factors, and standardize the process and process. We can take up the post through the shortest time training, and the service quality will not be affected by the change of supervisors and cleaning personnel.

物业保洁工作主要负责哪些工作?(图1)

three

适宜的工具和工艺

Suitable tools and techniques

影响工作效率的重要因素是工作流程、工艺与工具。例如保洁玻璃时使用玻璃刮,效率和效果都会比较好;用高压水枪洗地与一般用水洗地的效率与效果有明显的区别。

The important factors affecting work efficiency are workflow, technology and tools. For example, when cleaning glass, the efficiency and effect will be better; The efficiency and effect of washing ground with high pressure water gun is obviously different from that with common water.

four

日常监督与管理

Daily supervision and management

在日常的保洁工作管理中,许多管理人员很容易走进的一个误区是,认为工作分工和安排完成了就基本完成了工作,对于分工和安排的效果未去验证,不知员工是否已明白,导致实际结果往往与自己想象不一致。如果因此而责骂、批评、处罚员工,结果会是员工“另谋高就”。这种达不成目标的情况,完全是管理人员的责任。

In the daily management of cleaning work, it is easy for many managers to go into a misunderstanding that the work is basically completed when the division of work and arrangement are completed, and the effect of the division of work and arrangement is not verified. I don't know whether the employees have understood it, which leads to the actual results are often inconsistent with their own imagination. If employees are scolded, criticized and punished for this, the result will be that employees will "seek another job". This failure to achieve the goal is entirely the responsibility of the management.

例如,某电厂物业的大坝保洁中,保洁主管安排了某员工保洁减速带上震下的泥土。在检查中发现,半小时内该员工仅保洁两减速带间约10平方米内的泥土,对周边大量泥土沙石视而不见。通过了解得知,该员工并不明白主管的工作要求;将目标要求和工作范围向其讲清楚后,改观明显。

For example, in the dam cleaning of a power plant property, the cleaning supervisor arranged an employee to clean the soil on and off the deceleration belt. During the inspection, it was found that within half an hour, the employee only cleaned about 10 square meters of soil between the two speed bumps, and turned a blind eye to a large amount of soil and sand around. Through understanding, we know that the employee does not understand the work requirements of the supervisor; After making clear the objectives, requirements and scope of work, it has changed significantly.

再举个例子,某学校的保洁,周六放假时的保洁人员比平时安排得少很多,一遇到检查工作,保洁人员一个上午只是做了最表面的垃圾收捡工作,通过工作量分析,实际用于此工作时间约半个小时,其他许多平时该完成的工作并未去做。这是明显的工作缺乏监督检查的后果。

For another example, the cleaning staff of a school arranged much less than usual during the Saturday holiday. Once they met the inspection work, the cleaning staff only did the most superficial garbage collection work in the morning. Through workload analysis, the actual working time was about half an hour, and many other work that should be completed at ordinary times was not done. This is the result of the obvious lack of supervision and inspection.

five

分析员工特点

Analyze employee characteristics

在日常管理中我们应注意保洁人员的人群特点,分析和研究其工作特质与人员性格特征,以及单一个体的性格特性,针对性地采取适宜的方法,才能实现保洁目标,切不可采取粗暴或过于迁就的方式。保洁人员的家庭情况、教育程度、年龄等情况不一,而这些状况会很容易影响到岗位流动性。因此,在进行管理时这些都应该考虑在内。

In daily management, we should pay attention to the crowd characteristics of cleaning staff, analyze and study their work characteristics and personality characteristics, as well as the personality characteristics of a single individual, and take appropriate methods to achieve the cleaning goal. We must not take rough or too accommodating ways. Cleaning staff's family situation, education level and age are different, and these conditions will easily affect the job mobility. Therefore, all these should be taken into account in the management.

six

培训工作

Training work

不讲求效率和效果的一般性家务保洁,谁都会做。严格要求效率和效果的专业保洁工作就不同了,需要专业的训练。培训不仅要让保洁人员会做保洁,正确地使用各种工具,对不同的保洁情况使用不同保洁工具和方法,还要规范工作流程,实现高效率高质量的目标,保证达到顾客满意。培训后要注意深入现场去检查、跟踪培训的效果,当发现不符合时,及时纠正或再培训。

No matter how efficient and effective the general household cleaning is, everyone can do it. Strict requirements for efficiency and effectiveness of professional cleaning work is different, need professional training. The training should not only enable the cleaning staff to do cleaning, use various tools correctly, use different cleaning tools and methods for different cleaning situations, but also standardize the work process, achieve the goal of high efficiency and high quality, and ensure customer satisfaction. After the training, pay attention to go deep into the site to check and track the effect of the training, and correct or retrain in time when any non conformity is found.

seven

工作记录

Work record

记录是质量管理中非常重要的环节,一方面可以提供工作的证据,另一方面可让员工有更强的工作责任感,便于管理人员的工作检查监督、分析和对不适宜进行纠正,对不按要求工作的人员予以纠正或处罚。

Record is a very important link in quality management. On the one hand, it can provide evidence of work, on the other hand, it can make employees have a stronger sense of responsibility, which is convenient for the management personnel to check, supervise, analyze and correct the inappropriateness, and correct or punish the personnel who do not work according to the requirements.


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