Author: anonymous article source: site hits: 6568 Update time: 2009-1-12 According to the current actual situation, we should carry out all-round military physical fitness and treatment according to the overall business skills and personal qualities of security guards.

Safety management, fire protection knowledge and other training. Improve the comprehensive service quality of security guards in an all-round way, so as to reflect the service purpose of our company and shape a good

Good corporate image.

First, the training content

I. Security management system

1, security discipline, responsibility and authority, professional ethics and etiquette regulations

2. Code of Conduct

3, walkie-talkie use rules

4, security personnel reward and punishment system

5. Responsibilities of each post

Second, the fire knowledge

1, fire safety knowledge

2, fire extinguishers and fire extinguishing methods

3. Tasks of obligatory fire brigade

4, fire alarm program

5, found that the fire alarm, fire emergency procedures.

Third, public security management knowledge

1, property management and public security management requirements

2. Self-defense

3. Handling methods of various security problems

4, security personnel succession management standard operating procedures

5, parking lot management standard operating procedures

6. Strengthen preventive measures for 1 1 accident-prone parts.

Fourth, military quality.

1, separate assessment criteria

2. Capture the enemy's application of technology.

Verb (abbreviation of verb) professional knowledge of property management

1, the concept of property management

2, the classification of property management

3, the main content of property management

4. Quality requirements and professional ethics of property management personnel

5. Basic Principles of Property Management II. Training Scheme

According to the leadership instructions and the actual situation. Each project supervisor is fully responsible for the management and assessment of the security guards of this project. therefore

This training requires all security personnel (except on duty) and project supervisor to participate, and to be assessed during the training.

After the training, the existing security personnel will be screened and adjusted according to the actual situation.

I. Training Time

1, the whole training time is several months.

2. See the training schedule for the specific time.

3. The training is conducted in the way of crossing practice and theory, and the time schedule is temporarily decided according to the specific situation.

Second, choose the training place where our company's projects are concentrated.

Third, training objectives.

First, improve the overall quality of all security personnel and establish a good social image.

Second, improve the work efficiency and service quality of all security personnel, and provide efficient and thoughtful services for owners (users).

Third, improve the self-study and self-discipline ability of all security personnel to realize the enterprise vision. Four, training management regulations

In order to ensure the smooth progress of all security personnel training and achieve the expected goal, according to our company's "employees"

The Manual has formulated the following procedures, see the annex. Attachment: 1 Specific items of training content.

2. Training evaluation form.

3. Training schedule.

4. Training code.

Safe and polite language

The management office will pay special attention to the internal management of employees, change the service concept of employees and improve work efficiency. Secured to the doorpost.

Implement the door-to-door system and always remind the caretaker to pay attention to polite language. When serving foreigners: Hello, who are you looking for?

Sorry, the person you are looking for is not in. Please come another day. Thank you. Please go and come again. When the security guard and vehicle management personnel command and manage the vehicle: Hello, please go through the temporary parking procedures. Excuse me, please drive in the prescribed direction. Excuse me, please park your car in the parking space. Thank you for your cooperation. When cleaning the environment, cleaner: Excuse me, please make way.

I'm sorry to bother you cleaning here. Please close the doors and windows. Please don't litter everywhere.

The floor has just been mopped, please pay attention to safety. Hello, sir/madam! I'm a maintenance worker in the management office. Did you apply for maintenance (appointment)? Can we get started? I will finish it as soon as possible.

I have repaired it, please check it. Sorry, I'll deal with it again. Thank you. Please confirm it and sign the maintenance report. Part II: Annual Training Plan of Order Department Part III: Approval of Training Plan of Order Maintenance Department/Date: Review/Date: Compilation/Date: Part IV: Training Plan of Order Department Staff/Training Materials of Order Department

South China Lake 1 Property Service Co., Ltd. 20 14 1 month

A, the order department shift management standard operating procedures 1 purpose

Standardize the handover work of each post in the order department to ensure clear handover and clear responsibilities. 2 Scope of application is applicable to the daily and shift handover of Nanhu 1 Property Project Order Department. 3 Duties 1 Director of Order Department/shift supervisor is responsible for the guidance and inspection of shift change. 2 The order maintainer on duty is responsible for tools.

Physical work handover. 4. The procedures are divided into 1. Before the succession, the relevant provisions of the Standard Operating Procedures for the Management of Nanhu Property Services should be strictly implemented. Personnel who do not meet the requirements of gfd in this procedure are not allowed to take up their posts.

2. All successors should arrive at the designated place 15 minutes before taking over: a) Pay attention to their own image and must not.

Chasing each other; B) Keep standing posture and don't squat. 3. Dress, the shift supervisor should check the staff's dress according to the relevant provisions of Nanhu Property Service Management Standard Operating Procedures.

4 When the shift supervisor gathers the shift, call the roll and make records. 5. The director of the order department issues work instructions and explains relevant matters needing attention. The assembly process should be completed in ten minutes.

7. succession 8. All personnel on duty should arrive at their posts five minutes in advance for post handover. 9 successors salute each other

Say hello.

10 successors shall count all public property in their posts, such as walkie-talkies, fire extinguishers, letters, etc. If you find any damaged or lost items, you should immediately report to the team leader, and ask the personnel on duty on the previous shift to explain the whereabouts of the items and make records. 1 1 Check the duty record of the last shift carefully and ask about the completion of the last shift. If necessary, the work to be followed up should be recorded for follow-up. 12 Check whether there is any abnormality in this area. Under the guidance of the former order maintainer, systematically check the work situation in the responsible area. If there is any abnormality, please explain and inform the person on duty on the previous shift.

The monitor came to handle it and take notes. (Reprinted in: Training Plan of Order Department) 13 After the handover, both parties sign the duty book of the last shift and start to take over. 14 handover

15 each post shall be cleaned 30 minutes before handover: a) keep the ground free of obvious dust, cigarette butts, scraps of paper, peels and other sundries, and free of phlegm; B) The floor is clean and free of dust.

There is no dust on the doors and windows, no footprints on the walls, no cobwebs; C) Public property shall be placed in an orderly manner, and the desktop, tables and chairs shall be clean and free from dust.

There are no sundries. 16 Make a good record on duty and collect relevant work evidence. 17 when the successor arrives at the post,

Take the initiative to salute each other. 18 will truthfully explain the unfinished work to the successor. 19 leading successor

Member system, check the work in the area of responsibility. After signing each other, you can leave and get to the meeting place in time. 2 1

Meet after the shift.

22 When the shift supervisor gathers the team and counts the number of people, all posts are handed over clearly. Class monitor of each region comments on the duty situation in this region. When the duty supervisor evaluates the overall performance of the shift, criticizes or points out the shortcomings, and puts forward corrective measures or opinions. 25 disband the team. The duty book shall not be torn or altered, and shall be returned to the order department for unified custody after use, with a retention period of more than one year.

Within one hour after taking office, the monitor should inspect all posts in the area under his jurisdiction and sign the duty book. record

Order Department Succession Registration Form Order Department Succession Registration Form

No.: Team Leader's Signature/Time: Team Leader's Signature/Time:

Second, the construction personnel management standard operating procedures

1. Part V: Training Plan for Order Maintainers

Order maintenance personnel training plan

According to the current actual situation, in view of the overall business skills and personal qualities of order maintenance personnel, conduct all-round military and physical qualities,

Public security management, fire protection knowledge and other training. Comprehensively improve the comprehensive service quality of order maintenance personnel, thus reflecting the service of order maintenance personnel.

Designed to create a good corporate image. This training requires all order maintainers (except on duty) to attend and be trained.

The evaluation is carried out in the process. After the training, the existing order maintainers will be screened and adjusted according to the actual situation.

I. Training Time

1 The proposed training period is from June 20 14 to September 3 1 4, and the whole training period is four months. Training drills and weekly meetings are held alternately, starting at 6: 30 pm every Thursday, if necessary under special circumstances.

A temporary decision on physical condition. 2. Training place. 1 Select the meeting room of Shanqingcheng No.3 Middle School, and the training target.

1, comprehensively improve the comprehensive service quality of order maintenance personnel, thus embodying the service purpose of order maintenance personnel and shaping a good enterprise.

Image.

2. Improve the work efficiency and service quality of all order maintenance personnel, so that order maintenance personnel can provide efficient and efficient services for car owners.

Here's to service.

3. Improve the self-learning and self-discipline ability of all order maintenance personnel, and get to know corporate vision.

4, realize the area without major safety accidents, no fire, theft, fighting.

5. The satisfaction rate of the owners and employees to the service of the order maintainer is over 95%, and the effective complaint handling rate is 100%. Fourth, training management regulations. In order to ensure the smooth training of all order maintenance personnel and achieve the expected goal, we are now based on the "order dimension"

Nurse management system "to develop the following procedures.

(1) Vacation system during training:

1, trainers are not allowed to be late. If they need to take time off for whatever reason, they should fill in the leave report and review it step by step.

It won't be effective until the case is filed.

2, the monitor leave need to be approved by the captain.

3, order maintainer leave need to be approved by the supervisor, but must first be approved by the monitor.

4. It is forbidden to ask for leave.

5. If you don't attend without a leave report, it will be treated as one day of absenteeism.

6. If you can't return to the team on time under special circumstances, you must have a phone call and proof before you can consider making up your personal leave.

(2), punishment, dismissal, one of the following performance, immediately suggested dismissal.

1. Disobeying management, contradicting superiors and disobeying training.

2. Be late for more than three times, and go your own way after being discouraged.

3. Training those who fail the examination.

Second, the training content.

1, order maintainer management system. ○ 1, work flow of order maintenance department ○2, post responsibility of order maintainer monitor ○3, management regulations on the use of police equipment for order maintainer ○4, training management system for order maintainer ○5, post responsibility of order maintainer ○7, post responsibility of patrol order maintainer ○8, equipment handover system for order maintainer ○9, daily management system for order maintenance/

○ 1 1, police equipment management regulations 2, fire protection knowledge.

1.

2 the basic method of fire fighting,

3 the use of fire fighting equipment and common sense. 4. Handling procedures for finding fire alarm. 3, public security management knowledge.

1, emergency handler

2. Handling procedures for beating violence

3, theft and other sabotage handling procedures

4, flooding treatment program

5, power failure accident handling procedures 4, military quality.

1 gait and stance

Second, the task of the order maintenance department

The order maintenance department is an important auxiliary force for the public security fire department to carry out public security prevention and fire safety of residential property. order

The main task of the maintenance department is to implement various public security and fire control systems, maintain hotel order, and find and crack down on criminals in time.

Activities to protect the safety of residential facilities and owners' property within the jurisdiction. The order maintenance department must resolutely implement "who is in charge, who is responsible"

Responsibility "and" group prevention and treatment "principle, should perform the following duties:

1, responsible for "fire prevention, theft prevention, explosion prevention, damage prevention" four prevention work, to maintain public order in the community.

2, strict public security management, completes the visit and overtime registration, TV monitoring, 24-hour patrol, check in and out of the goods.

Waiting for public security work.

3, strict fire management, the implementation of fire responsibility system, eliminate fire hazards in time.

4, actively cooperate with the public security organs to crack down on illegal and criminal activities in and around the community.

5, responsible for publicity, guidance and supervision of community owners of public security and fire control work.

6. Pay special attention to the business training of the order maintainer team.

Third, job responsibilities

1, Work Management System of Order Maintenance Department

2, order maintainer monitor job responsibilities

3, order maintainer police equipment use management regulations

4, order maintenance personnel training management system

5, order maintainer job responsibilities

6, order maintainer's past job responsibilities

7, the order maintainer on duty is in charge of the job responsibilities.

8, order maintenance patrol job responsibilities

9, order maintainer equipment handover system

10, daily management system of order maintainer

Four, order maintainer wearing rules

(a), walkie-talkie regulations walkie-talkie is an important communication tool necessary for the order maintenance department, and all order maintenance personnel must implement the walkie-talkie regulations.

Familiar with the performance of walkie-talkie, love and skillfully use walkie-talkie.

(A) the use of laws and regulations

1, the holder is responsible for keeping and using the walkie-talkie, and it is forbidden to lend it to others or remove the antenna for use.

2. If the walkie-talkie is found to be damaged or communication failure, the personnel holding the walkie-talkie shall immediately report to the immediate superior, and the department head shall hand it in after inspection.

Demolition and repair are strictly prohibited during engineering maintenance.

3, in strict accordance with the provisions of the frequency, it is forbidden to press or adjust other frequencies.

4, in strict accordance with the walkie-talkie charging program, to ensure the performance, life and use effect of the battery.

5, succession, handover to explain the use of walkie-talkie to the attendant; The pickup truck was inspected on the spot and found damaged or lost communication.

Ling, immediately report to the duty supervisor or monitor.

(2) Dialogue requirements

1. When calling the other party, report your location first, then call the other party, and finally say "Please reply when you receive it".

2. After the receiving party replies, the calling party shall briefly explain the situation. After receiving the situation or signal, the receiving party should reply.

"Clear" or "Understand"

3. When you speak on the intercom, you should use standard polite expressions. Do not use walkie-talkies to swear, joke or talk about work.

Turn things off.

Verb (abbreviation for verb) emergency handler

(1) Procedures for handling emergencies

(1) In case of unexpected events (murder, robbery, extortion, fighting, affray, casualties or major disputes, etc.). ), insurance must be provided.

Keep calm, take immediate measures and report to the supervisor on duty.

(2) Briefly explain the location, nature, quantity, characteristics and loss value of the incident.

(3) Dispel irrelevant personnel, protect the site and pay attention to the surrounding situation.

(4) Check all kinds of records, entry and exit registration, and all kinds of TV videos of this department to see if there are any suspicious situations and personnel.

(5) The monitoring center should pay close attention to the changes in the scene of extortion and fighting.

(6) Understand the specific reasons of disputes in time, actively coordinate, discourage quarrels and calm down the situation.

(7) On-site protection and notification of casualties; If the death is confirmed, it shall be reported to the investigation department of the police station.

Notify the funeral home.

(eight) the occurrence of criminal or major accidents or public security or criminal cases causing casualties, it shall immediately report to the public security organs.

Organs and by the security order maintenance department monitor to assist in the investigation and handling.

(9) The supervisor and monitor of the order maintenance department should immediately rush to the scene after receiving an emergency, and do a good job of guidance and control.

Stop the situation from expanding and take photos to leave a certificate.

(10) In addition to maintaining the site, the squad leader of the order maintenance department is also responsible for directing the dispatched personnel to do a good job of monitoring and intercepting.

According to the situation, report to the police station, relevant departments and property management personnel.

(2) Handling procedures for beating violence.

(1) When dealing with violent incidents such as fighting, we should keep an objective and restrained attitude. Unless we defend ourselves properly, we should do our best in general.

Avoid armed conflict or quarrel with guests.

(2) When the patrol finds or receives reports of violent incidents such as fighting, it should immediately use walkie-talkies, fire telephones or other fastest means.

Report to the monitor and briefly explain the scene (location, number of people, fighting degree, use of weapons, etc.). ). If it can be handled,

Deal with it immediately; Otherwise, monitor the scene and wait for the order maintenance monitor's instructions.

(3) The monitor of order maintenance shall immediately report to the supervisor after receiving the report, and send an appropriate number of order maintainers as appropriate.

Stop the scene and take the perpetrators to the order maintenance department for investigation. If the scene is out of control, report it to the police station as soon as possible.

(4) If hotel property or personnel are damaged in the fight, take photos to protect the scene, leave witnesses and detain them.

The perpetrators, make a detailed investigation, clear responsibility, the implementation of compensation.

(5) Those involved in criminal responsibility shall be submitted to the police station for the record.

(6) If someone is injured in the accident, rescue should be organized in time and sent to the hospital as soon as possible.

(3) Procedures for handling sabotage events such as theft.

(1) If the patrol finds or receives a report of the theft of the community, it shall immediately arrest the criminal suspect at the scene. If the strength is not enough, use the walkie-talkie.

As soon as possible, report to the monitor of the order maintainer by fire telephone or other means, briefly explain the situation at the scene, and monitor the waiting order at the scene.

Monitor's instructions.

(2) After receiving the report, the order maintainer monitor should immediately report to the supervisor and send an appropriate number of order maintainers in time.

Stop the scene, try to catch the perpetrators and take them to the Order Defender Center for investigation and handling.

(3) If property or personnel are damaged in the incident, photos or videos should be taken, and the scene should be protected, leaving witnesses for detailed understanding.

Detailed investigation, in order to clarify the responsibility and implement compensation.

(4) Those involved in criminal responsibility shall be submitted to the police station for the record.

(4), power failure accident handling procedures

(1) After receiving the notice, the community will be blacked out for a short time, and users will be notified by emergency broadcast 10 minutes before the blackout.

(2) In case of unexpected power failure, contact the property center immediately and take measures to restore power supply as soon as possible.

(3) Use emergency lighting to ensure the lighting of public places and main passages.

(4) Send order maintenance personnel to the main entrances and exits to maintain order.

(5) The monitoring center and patrol order maintainers pay close attention to all districts to prevent anyone from creating public security problems.

(5) Fire alarm signal processing program

1. When the order maintainer on duty in the fire monitoring center receives a fire alarm signal or calls the police:

(1) use walkie-talkie to inform the order maintainer to go to the site for verification immediately;

(2) Immediately report to the supervisor and make clear the alarm position;

(3) Set a monitoring camera in the alarm area to monitor and report the situation to the supervisor in time.

2. After receiving the call from the order maintainer on duty in the fire monitoring center, the order maintainer rushed to the alarm site as quickly as possible for verification.

And follow the following rules:

(1) The alarm place is in a public place, so go directly to the alarm place for inspection.

(2) If the alarm location is in the owner's room, you should ring the doorbell first, briefly explain the reason to the owner, and then enter the alarm location for inspection.

(3) The alarm location is in the owner's room and locked, and immediately report to the supervisor on duty, and stay and observe for the supervisor on duty.

After arriving at the scene, decide whether to unlock the door and enter the inspection.

3. After receiving the report from the order maintainer of the fire monitoring center, the supervisor immediately led the mobile personnel to the alarm site as quickly as possible.

On-site inspection.

(1) After on-site inspection at the alarm site, it is confirmed that it is a false alarm, and immediately notify the order maintainer on duty in the fire monitoring center to reset it.

If you enter the owner's room for inspection, you need to explain clearly to the owner and apologize before you leave.

(2) After the on-site inspection shows that there is a fire, it shall be handled according to the initial fire treatment procedure.

4. The order maintainer on duty in the fire monitoring center sends a reset signal after receiving the instruction from the supervisor, and makes records.

(6) Initial fire alarm processing program

1, when the initial fire is discovered, the personnel present should:

(1) immediately report to the community fire monitoring center, including the specific location of the fire, the nature of combustible materials and the spread of the fire.

Direction, etc.

(2) immediately put out the fire by using nearby fire fighting equipment, and try to control the development of the fire;

(3) If possible, make isolation belts to slow down the fire spread.

2. After receiving the on-site report, the order maintainer on duty in the fire monitoring center:

(1) Report to the supervisor immediately;

(2) Contact the property manager and report the situation;

(3) Closely monitor the alarm position.

3. After receiving the fire report, the supervisor:

(1) lead firefighters and bring fire extinguishers to the fire site as quickly as possible;

(2) immediately command the personnel present to put out the fire;

(3) Command the personnel at the fire site and possibly affected areas to use the safe passage to evacuate.

4. After the fire is put out, the supervisor arranges personnel to stay at the scene of the fire and wait for the company to investigate.

5. If the battle is invalid, the supervisor immediately decides:

(1) Evacuate firefighters to a safe distance;

(2) report to the superior immediately;

(3) Enter the fire emergency treatment procedure.

(seven) fire emergency plan

When the initial fire extinguishing is ineffective and the fire can't be controlled and spread further, the site supervisor should immediately report to the property manager.

1. After receiving the report, the property manager:

(1) Call the obligatory firemen of the property in time, and order the heads of the obligatory firemen of each group to lead the team members to their positions;

(2) Give instructions to the fire control center and notify users of emergency evacuation through the emergency broadcast system;

(3) Arrive at the scene at the first time and decide whether to ask the fire station for help.

2. After receiving instructions from the property manager, the order maintainer on duty in the property fire monitoring center:

(1) Enable fire emergency broadcast to inform users of emergency evacuation;

(2) Give an alarm to the Municipal Fire Bureau, and make clear the location, fire location and fire situation of the community.

(3) Set up a monitoring camera at the fire site for close monitoring;

3, rapid action group after receiving the order;

(1) Arrive at the scene as soon as possible and organize fire fighting;

(2) Arrange personnel to carry fire extinguishing tools and check whether there is fire spread in adjacent places and buildings;

(3) Take corresponding fire extinguishing methods according to different combustion properties.

3, rescue evacuation group after receiving the order:

(1) Command the owners to evacuate, and the evacuation sequence shall start from the fire site to appease the owners who don't need to evacuate temporarily;

(2) Guide the fire personnel to evacuate safely, and then carry out leak detection;

(3) The medical rescue team will take emergency medicine and equipment to the evacuation center.

4, order maintenance group after receiving the order issued work instructions:

(1) Remove roadblocks, direct irrelevant vehicles to leave the scene, and maintain order outside the community;

(2) Prohibit irrelevant personnel from entering the community, and direct the evacuees to leave the fire point;

(three) waiting to guide the firefighters of the fire station to the scene of the fire.

A, order maintenance personnel should have professional ethics.

1, loyal to their duties, the particularity of the service profession of order maintainers requires order maintainers to be loyal to their duties at all times and under all circumstances.

Abide by and strictly abide by work discipline, be highly responsible for work, earnestly fulfill the obligations of order maintenance personnel, and benefit the country in their work.

Interests, people's interests and service units' interests are the most important, and they can come forward at critical moments, disrupt social order and infringe on the country.

And the interests of the people.

2. Loving one's job, striving for perfection, noble professional ethics and good professional quality not only come from the deep understanding and persistent enthusiasm of the order maintenance personnel for their profession.

Love also comes from serious study and hard study of professional knowledge, which requires order maintenance personnel to carry forward their professionalism in their work.

Seriously study and study the business, and strive for perfection in the work.

3. Serve warmly and be polite to others

Serving the people and owners wholeheartedly is the purpose of the order maintainer service industry.

4, honest, law-abiding order maintenance personnel as an auxiliary force to assist the public security organs to maintain social order, should have strong law-abiding ability.

Consciousness and noble quality of integrity, rules and regulations that others are required to abide by, they must first strictly abide by, and do not belong to their posts.

Doing things within the scope of power, never exceeding authority, stealing from within, abusing power for personal gain, engaging in malpractices for personal gain and accepting bribes, is a state.

The law doesn't allow it.

5. Abide by social morality

As a group of society, order defenders should be, whether at work or in daily social activities.

The model abides by social morality, because social morality is based on professional morality, which is the social morality of all posts.

An extension of the industrial field.

Second, the quality of order maintenance personnel should have

1, high vigilance

Vigilance mainly requires order maintainers to have a high sense of responsibility, be alert to criminals' criminal schemes at any time, and expose them in time.

Crack down on their illegal activities.

2, superb strategy

Tactics refers to that the defenders of order can foster strengths and avoid weaknesses in the struggle against the enemy, and avoid reality and empty, especially in self-defense.

The strengths and advantages of one side covered up their own weaknesses and disadvantages, thus defeating the weaker criminals.

Third, the order maintainer should have the etiquette order maintainer as the spokesperson of public law enforcement, and behave appropriately. The following is elaborated from three aspects.

1, salute

There are two main names for order defenders: raise your hand and raise your eyes. I won't say much. I believe everyone is more professional than me. Here I will focus on the occasion of using the eyes:

1. Order maintainers should pay attention when they don't wear hats, whether in the stop room or the action room, indoors or outdoors.

2. Order maintainers pay attention to their belongings, whether wearing a hat or not.

Step 2 show up

1. Hairstyle Male order maintainers are not allowed to show their hair outside their hats, keep a big bun, long sideburns or beards.

The hair below the cap wall should not exceed1.5mm. ..

2. Dress order maintainers can't pursue local people's clothes at will, such as wearing earrings, necklaces and rings.

3. When wearing the uniform of order maintainer, only wear the armbands and epaulettes issued by the company, and no other badges are allowed.

put on

A manual. Order maintainers can't change clothes without permission, and they can't put on their trench coats and leather jackets outside their uniforms.

Down jacket and other casual clothes, and must wear hat badge, bow tie and epaulettes as required. B match. According to the season, it can be divided into winter clothes, summer clothes and spring and autumn clothes, and according to the occasion, it can be divided into dresses, uniforms and work clothes.

Yes, hats, coats and trousers must be worn together. Uniforms worn in different seasons and different occasions are not allowed to be mixed at will.

Don't mix with casual clothes.