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1、into the cave hoping to find buried treasure. The leader of the party was examining the soil near the entrance to the cave when the machine showed that there was gold under the ground. Very excited, the party dug a hole two feet deep. They finally found a small gold coin which was almost worthless.
2、The party then searched the whole cave thoroughly but did not find anything except an empty tin trunk. In spite of this, many people are confident that The Revealer may reveal something of value fairly soon.Lesson56 Faster than sound! 比声音还快!Once a year a race is held for old cars. A lot of cars ente
3、red for this race last year and there was a great deal of excitement just before it began. One of the most handsome cars was a Rolls-Royce Silver Ghost. The most unusual car was a Benz which had only three wheels. Built in 1885, it was the oldest car taking part. After a great many loud explosions,
4、the race began. Many of the cars broke down on the course and some drivers spent more time under their cars than in them ! A few cars, however, completed the race. The winning car reached a speed of forty miles an hour-much faster than any of its rivals. It sped downhill at the end of the race and i
5、ts driver had a lot of trouble trying to stop it. The race gave everyone a great deal of pleasure. It was very different from modern car races but no less exciting. Lesson57 Can I help you, madam? 你要买什么,夫人?A woman in blue jeans stood at the window of an expensive shop. Though she hesitated for a mom
6、ent, she finally went in and asked to see a dress that was in the window. The assistant who served her did not like the way she was dressed. Glancing at her scornfully, he told her that the dress was sold. The woman walked out of the shop angrily and decided to punish the assistant next day. She ret
7、urned to the shop the following morning dressed in a fur coat, with a handbag in one hand and a long umbrella in the other. After seeking out the rude assistant she asked for the same dress. Not realizing who she was, the assistant was eager to serve her this time with great difficulty, he climbed i
8、nto the shop window to get the dress. As soon as she saw it, the woman said s many ties.And a woman cant have too many hats, she answered.Ten minutes later we walked out of the shop together. My wife was wearing a hat that looked like a lighthouse !Lesson42 Not very musical 并非很懂音乐As we had had a lon
9、g walk through one of the markets of Old Delhi, we stopped at a square to have a rest. After a time, we noticed a snake-charmer with two large baskets at the other side of the square, so we went to have a look at him. As soon as he saw us, he picked up a long pipe which was covered with coins and op
10、ened one of the baskets. When he began to play a tune, we had our first glimpse of the snake. It rose out of the basket and began to follow the movements of the pipe. We were very much surprised when the snake charmer suddenly began to play jazz tunes and modern pop songs. The snake, however, contin
11、ued to dance slowly. It obviously could not tell the difference between Indian music and jazz!Lesson43 Over the South Pole 飞越南极In 1929, three years after his flight over the North Pole, the American explorer, R. E. Byrd, successfully flew over the South Pole for the first time. Though, at first, Byr
12、d and his men were able to take a great many photographs of the mountains that lay below, they soon ran into serious trouble. At one point, it seemed certain that their plane would crash. It could only get over the mountains if it rose to 10,000 feet. Byrd at once ordered his men to throw out two he
13、avy food sacks. The plane was then able to rise and it cleared the mountains by 400 feet. Byrd now knew that he would be able to reach the South Pole which was 300 miles away, for there were no more mountains in sight. The aircraft was able to fly over the endless white plains without difficulty. Le
14、sson44 Through the forest 穿过森林Mrs Anne Sterling did not think of the risk she was taking when she ran through a forest after two men. They had rushed up to her while she was having a picnic at the edge of a forest with her children and tried to steal her handbag. In the struggle, the strap broke and
15、, with the bag in their possession, both men started running through the trees. Mrs Sterling got so angry that she ran after them. She was soon out of breath, but she continued to run. When she caught up with them, she saw that they had sat down and were going through the contents of the bag, so she
16、 ran straight at them. The men got such a fright that they dropped the bag and ran away. The strap needs mending, said Mrs Sterling later, but they did not steal anything.Lesson45 A clear conscience 问心无愧The whole village soon learnt that a large sum of money had been lost. Sam Benton, the local butc
17、her, had lost his wallet while taking his savings to the post-office. Sam was sure that the wallet must have been found by one of the villagers, but it was not returned to him. Three months passed, and then one morning, Sam found his wallet outside his front door. It had been wrapped up in newspaper
18、 and it contained half the money he had lost, together with a note which said: A thief, yes, but only 5o per cent a thief! Two months later, some more money was sent to Sam with another note: Only 25 per cent a thief now! In time, all Sams money was paid back in this way. The last note said: I am 10
19、0 per cent honest now!lesson46 Expensive and uncomfortable 既昂贵又受罪When a plane from London arrived at Sydney airport, workers began to unload a number of wooden boxes which contained clothing. No one could account for the fact that one of the boxes was extremely heavy. It suddenly occurred to one of
20、the workers to open up the box. He was astonished at what he found. A man was lying in the box on top of a pile of woollen goods. He was so surprised at being discovered that he did not even try to run away. After he was arrested, the man admitted hiding in the box before the plane left London. He h
21、ad had a long and uncomfortable trip, for he had been confined to the wooden box for over ten hours. The man was ordered to pay &345 for the cost of the trip. The normal price of a ticket is &230 !Lesson47 A thirsty ghost 嗜酒的鬼魂A public house which was recently bought by Mr Ian Thompson is up for sal
22、e. Mr Thompson is going to sell it because it is haunted. He told me that he could not go to sleep one night because he heard a strange noise coming from the bar. The next morning, he found that the doors had been blocked by chairs and the furniture had been moved. Though Mr Thompson had turned the
23、lights off before he went to bed, they were on in the morning. He also said that he had found five empty whisky bottles which the ghost must have drunk the night before. When I suggested that some villagers must have come in for a free drink, Mr Thompson shook his head. The villagers have told him t
24、hat they will not accept the inn even if he gives it away. Lesson48 Did you want to tell me something? 你想对我说什么吗?Dentists always ask questions when it is impossible for you to answer. My dentist had just pulled out one of my teeth and had told me to rest for a while. I tried to say something, but my
25、mouth was full of cotton-wool. He knew I collected birds eggs and asked me whether my collection was growing. He then asked me how my brother was and whether I liked my new job in London. In answer to these questions I either nodded or made strange noises. Meanwhile, my tongue was busy searching out
26、 the hole where the tooth had been. I suddenly felt very worried, but could not say anything. When the dentist at last removed the cotton-wool from my mouth, I was able to tell him that he had pulled out the wrong tooth. Lesson49 The end of a dream 美梦告终Tired of sleeping on the floor, a young man in
27、Teheran saved up for years to buy a real bed. For the first time in his life, he became the proud owner of a bed which had springs and a mattress. Because the weather was very hot, he carried the bed on to the roof of his house. He slept very well for the first two nights, but on the third night, a
28、storm blew up. A gust of wind swept the bed off the roof and sent it crashing into the courtyard below. The young man did not wake up until the bed had struck the ground. Although the bed was smashed to pieces, the man was miraculously unhurt. When he woke up, he was still on the mattress. Glancing
29、at the bits of wood and metal that lay around him, the man sadly picked up the mattress and carried it into his house. After he had put it on the floor, he promptly went to sleep again.Lesson50 Taken for a ride 乘车兜风I love travelling in the country, but I dont like losing my way. I went on an excursi
30、on recently, but my trip took me longer than I expected. Im going to Woodford Green, I said to the conductor as I got on the bus, but I dont know where it is. Ill tell you where to get off, answered the conductor. I sat in the front of the bus to get a good view of the countryside. After some time,
31、the bus stopped. Looking round, I realized with a shock that I was the only passenger left on the bus. Youll have to get off here, the conductor said. This is as far as we go. Is this Woodford Green ? I asked. Oh dear, said the conductor suddenly. I forgot to put you off. It doesnt matter, I said. I
32、ll get off here. We are going back now, said the conductor. Well, in that case, I prefer to stay on the bus, I answered.Lesson51 Reward for virtue 对美德的奖赏My friend, Herbert, has always been fat, but things got so bad recently that he decided to go on a diet. He began his diet a week ago. First of all
33、, he wrote out a long list of all the foods which were forbidden. The list included most of the things Herbert loves: butter, potatoes, rice, beer, milk, chocolate, and sweets. Yesterday I paid him a visit. I rang the bell and was not surprised to see that Herbert was still as fat as ever. He led me
34、 into his room and hurriedly hid a large parcel under his desk. It was obvious that he was very embarrassed. When I asked him what he was doing, he smiled guiltily and then put the parcel on the desk. He explained that his diet was so strict that he had to圣莫丽斯物业管理有限公司物业手册(参考稿)目 录1.0 序言22.0 物业部员工岗位职责
35、33.0 物业部管理制度103.1 物业验收制度103.2 入伙装修制度103.3 投诉处理制度133.4 拜访业主制度143.5 清洁管理制度143.6 绿化管理制度353.7 前台服务393.8 业主档案管理制度423.9 防火管理制度433.10 物业管理保险制度483.11 有偿服务收费管理制度503.12 物业管理的法规依据503.13 业主报修制度533.14 业主投诉制度543.15 社区文化活动管理制度553.16 公共场地使用管理制度553.17 突发性事件或异常情况处理程序573.18 安全管理制度60 1.0 序 言为保证业主有一个舒适、优雅、整洁、安全的环境,维护及树立
36、企业形象,我们每位管理人员都应把自身形象与企业形象溶为一体,严格履行本岗位职责,必须做到:1. 服务态度,文明礼貌;2. 服务行为,合理规范;3. 服务效率,及时快捷;4. 服务效果,完好满意。小区管理处负责业主之管理和公共地方的管理工作,在业主事务方面,首要任务是推动业主的教育,使他们进驻小区后明白要遵守公共规则、爱护公物、维护业主合法权益、及促进业主彼此间之睦邻关系。而作为业主之代理人亦有必要解释有关之设备及供应之能量,予业主认识。此外,亦要让业主明了水电费分摊计算方法、电梯和手扶电梯之数量及使用方法及向业主提供之基本设施。另外,亦要解释有关签署之文件,需办理之手续(如装修手续、物品放行手
37、续)及退场程序等。编制成业主手册提供予业主参考,继而解释装修守则内之规定,管理处亦要兼顾公共地方清洁、卫生之维护及公共设施之养护,使管理能发挥其应有之功能。2.0 小区管理处员工岗位职 位 :管理处经理工作大纲 :统筹整个圣莫丽斯小区日常管理工作,包括:员工监管、保安、清洁、维修与保养,同时处理投诉问题 、管理费诉讼及追讨等事宜。汇报职级 :物业总公司岗位责任 : 1 制订本部门工作规划和物品购置预算,定期向物业总公司汇报,并出席项目组召集的部门会议。2 组织编制管理预算、年终结算,交物业总公司审核。3 制订各项管理制度,下达于各级主管与保安主管,组织主持每周工作会议,听取汇报,布置工作,解决
38、工作难题。4 定期对小区的保安、维修、清洁进行监察协调,并与承判商代表定期会议,以检讨及改善圣莫丽斯小区的管理水平。 5 定期提交小区管理报告。 6 解决客人的投诉,帮助客人解决困难,改善服务质量。 7 遇有紧急事故,如水浸、火警等事故,全责处理善后工作,并及时通报物业总公司办公室。 8 协助联络业主,建立良好关系。 9 负责协调、指导部门主任的工作,保证各方面工作的顺利进行。 10 负责本部门员工的业务培训计划及实施,提出员工招聘、调职、晋升等意见。 11 关心员工生活、工作,协调员工之间所出现的工作矛盾,增强凝聚力。 12 负责签署对外签订的合同、协议及报价的审核,签批有关付款单据和员工聘
39、用合同。 13 制定圣莫丽斯小区设备使用方法及守则。 14 负责拟任部门主任职称以上职务人员的面试、录用、辞退等工作。 15 负责公司重要的公关及重要接待工作。 16 监管管理处员工超时工作及编制补薪表。17 管理处员工制服安排、处理及监视。18 定期检查所属部门的固定资产,并对有疑问者进行审核。29 发挥工作主动性,完成物业总公司交办的其它任务。职 位 :物业经理工作大纲 :协助管理处经理做好物业管理工作。汇报职级 :管理处经理岗位责任 :1. 协助上级处理日常管理事务,有效地保持圣莫丽斯小区清洁、维修、安全至最高水准。2. 收取及审阅小区的巡逻报告及每天的投诉记录,了解处理进度,如有问题,
40、迅速改进,之后将资料整理及汇报管理处经理与工程部。3. 巡视小区公共区域,监管部门员工的日常工作。4. 及时报告有关小区设施损坏或任何意外事件,并完成书面报告,报告必须客观详尽。5. 协助上级处理业主/租户装修事宜及维修工作。6. 熟练掌握防火防盗设备的使用,并明确处理圣莫丽斯小区之意外事件。7. 礼貌耐心解答客人的查询、投诉、并加以详细记录。8. 与业主/客户保持经常性联系,起到沟通管理处与业主/客户间关系的桥梁作用。9. 协助管理处经理监察及督导各承判商及清洁公司到圣莫丽斯小区工作及签发证明, 并将资料登记于管理日记簿上。10. 禁止未授权人士使用本小区内任何设施设备。11. 完成记录各单
41、元业主资料,以备查阅,并且具有一定的保密意识。12. 每月填写替班出勤,以供人事行政部参考。13负责本部门的安全,消防,物业管理工作,确保所有消防通道畅通无阻。14. 填报空置单位资料并送交管理处经理。15. 发挥工作主动性,努力完成上级交办的其它任务。职 位 :物业助理工作大纲 :负责具体实施所管辖区内的巡视及为业主/客户提供良好的服务。汇报职级 :物业经理岗位责任 : 1 与业主/客户保持经常性联系,起到沟通物业公司与业主/客户间关系的桥梁作用。2 准确掌握业主/客户的各方面情况。3 熟悉公司关于管理、清洁、工程、维修、保安、消防、收费等各方面的基本情况,解决业主提出的各种有关问题。4 及
42、时发送物业公司给业主的所有通知和信件,督促业主/客户按期缴纳租金及各项费用。5 按照要求巡视小区,检查各部分设施是否完好,并将情况记录于每日报告。6 定期检查空置区,发现问题及时解决。7 负责联系维修人员进行维修,并于事后复查跟进维修情况。8 遇有特殊事件,应及时填写“特殊事件报告”,并立刻联系有关部门进行处理。9 监督检查各地点的公共区域的清洁状况,遇有严重影响清洁卫生的情况,立即与清洁部门联系并向上级汇报。10 配合保安和消防部门维护各地点的安全。11 监督各装修商按照物业部的装修规定文明施工。12 熟悉所有消防器材的使用方法,遇有紧急情况和严重事故隐患,能独立采取应急措施,并立即与部门消
43、防负责人联系,尽快处理解决。13 发挥工作主动性,努力完成上级交办的其它任务。职 位 :接待员(前台)工作大纲 :负责解答业主/客户问询,做好前台接待工作。汇报职级 :物业经理岗位职责 :1 熟知业主/客户情况,清楚了解小区各方面的基本情况,留心观察来往客人的需要,热心解答客人提出的各种问题。2 问询台直线电话为投诉及内部专用电话,在接到投诉或有关电话后,应做好记录,并立即反映给有关部门。3 遇有重要事宜须通知业主/客户的。4 与清洁人员合作,共同保持小区的清洁卫生。5 认真维护小区秩序,劝阻施工人员、出租车司机不要在小区滞留。6 每日下班前应作好与保安员的交接工作。7 认真填写好工作日记。1
44、0. 发挥工作主动性,努力完成上级交办的其他任务。职 位 :保安经理工作大纲 :负责整个圣莫丽斯小区保安、消防工作,包括制订保安计划、保 安及消防中心的运作与监管,及协助处理投诉事宜。汇报职级 :管理处经理岗位职责 : 1. 制订圣莫丽斯小区的整体保安计划,及保安员编制。2. 为配合各期业主的迁入,提供保安建议。3. 协助物业部做好小区装修监管工作。4. 耐心接待业主/客户或员工提出的各项要求,及时处理并反馈。5. 与市公安、消防、安全局定期联络,协调有关圣莫丽斯小区的保安问题。6. 负责整个圣莫丽斯小区的保安运作,以达至最高水平。7. 负责统筹及策划整个小区的消防工作,包括组织义务消防队、安
45、排消防演习,联系消防部门及监督消防监控中心,确保其顺利运作。8. 熟悉掌握圣莫丽斯小区保安监视装置及功能,做好下属员工的治安、消防教育及培训工作。9. 定期、按时检查各部门,落实治安消防承包制度情况,加强各部门的安全、消防防范工作,对重点部门采取一定措施,发现问题及时与有关部门联系。10. 如有发生突发事件,应立即赶到现场,保护好现场,并配合有关部门做好调查工作,同时报告物业部经理。11. 每天按规定时间巡视检查小区安全、消防设备并做好记录,查验各班的巡逻记录。12. 定期向管理处经理汇报有关圣莫丽斯小区保安情况及作出建议。13. 接受管理处经理委托,处理各项职责范围内的工作。14. 负责圣莫
46、丽斯小区保安人员的编制计划,参与招聘保安员的面试,对保安队伍人选要坚持标准,不徇私情,对保安队伍的发展和建设负有全面责任。15. 发挥工作主动性,努力完成上级交办的其他任务。职 位 :保安领班工作大纲 :协助保安经理搞好圣莫丽斯小区的治安、消防等工作。汇报职级 :保安经理岗位职责 :1. 执行圣莫丽斯小区的保安工作,包括保安 / 消防岗位值班、公共区域巡逻、提供紧急支援、调查一切业主/客户的投诉。2. 记录一切有关圣莫丽斯小区保安的事故,提交保安报告及特别事故报告。3. 协助保安经理检查保安员巡视情况、消防检查工作、巡逻记录情况。 4. 安排及检查下属员工出勤、仪表、工作等情况。5. 督促下属
47、员工做好访客记录。6. 协助保安经理做好员工治安、消防培训。7. 如发生突发事件,应立即赶到现场,及时处理问题,保护好现场,并配合有关部门做好调查工作,同时报告上司。8. 发挥工作主动性,努力完成上级交办的其他任务。职 位 :保安员工作大纲 :执行圣莫丽斯小区管业处有关治安、消防等工作。汇报职级 :保安领班岗位职责 : 1. 提前15分钟到岗,做好交接班工作。 2. 保持仪表整洁,举止、言语礼貌。 3. 当班前不得饮酒,吃异味食物。 4. 执行圣莫丽斯小区的保安工作,包括保安 / 消防岗位值班、公共区域巡逻、提供紧急支援、调查一切业主/客户的投诉。 5. 记录一切有关圣莫丽斯小区保安的事故,提交保安报告及特别事故报告。 6. 监视小区的活动,维持小区的秩序。 7. 监视电梯运作,繁忙时协助疏导。 8. 做好访客登记、询问事宜。 9. 做好各项记录及用对讲机与其他岗位联络。 10. 巡逻小区公共区域、机要重地及停车场。 11. 填写小区巡查报告。 12. 发现事故,及时予以监控,并迅速报告
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