First, about customer service. The customer service front desk is the signboard and facade of the property company. The customer service administrator is the first contact with the property owner, so the service attitude and work quality of the front desk directly determine the level of the whole property management. In view of the common problems in property management, it is suggested to improve the professional level and service quality of front desk customer service personnel, which requires the company and management office to strengthen personnel training and pay attention to details. Only by making the owners feel that we are doing professional services attentively can trust be established between the owners and the property, which is more conducive to the smooth development of property management in the later period.
Second, about safety. Safety work is also the top priority of the whole property management work, because safety is more important than Mount Tai. Only by ensuring the property safety of the community and all the owners can the property management work be smoothly promoted. Jingwei Shangcheng Community has 16 security guards. It is suggested to leave the south gate and the north gate in the morning and evening 1 security guards outside their posts to register the vehicles entering and leaving the community. In addition, it can also establish the image of property safety and deter criminals. The night shift security guard suggested that 1 person should be transferred from each post to patrol the community, so as to grasp the overall situation of the community and report any abnormality in time.
Third, about the project. The engineering department is mainly responsible for the acceptance and maintenance of the owner's house. In addition to doing daily work and ensuring the quality of maintenance service, it is suggested to strengthen the inspection of decoration, stop the decoration households who violate the decoration management regulations in the community in time, and report to the management office. This can not only ensure the orderly and unified decoration order of the community, but also reduce the contradiction between the property and the owners in the later period.
Fourth, about cleanliness. The working quality of the cleaning staff in the community directly determines the overall environment of the community, so the cleaning work is particularly important. At present, Jingwei Shangcheng Community has a large area and few cleaning staff. How to ensure the cleanliness of the community under the existing staff is a problem we need to consider. At present, the cleaning work is intensive, and everyone is responsible for cleaning several buildings and cleaning the road in front of the door every day. Therefore, it is difficult to find cleaning personnel for community patrol, so there are always owners complaining that the community has not been cleaned. In fact, there are cleaning staff cleaning every day, but there are few people, and sometimes they are not necessarily in which building. Sometimes, when the owners find that the sanitation of the community is not in place, they always have to look for the property front desk first, and then the front desk informs the supervisor to send cleaning staff to clean it, which delays the working hours and fails to complete the cleaning task in time. Some owners are emotional and will complain about the property, saying that the attitude of property service is too poor and the work efficiency is too low. In view of this situation, in order to facilitate owners to find contact cleaning, it is suggested to post a list of cleaning personnel and contact information in each building, so as to facilitate owners to find cleaning in time and complete cleaning tasks, which not only ensures service quality, but also improves work efficiency.
In addition, in order to strengthen management and improve the overall quality of employees, it is suggested to improve various system norms, including perfect access mechanism, good competitive atmosphere, complete service norms and feasible assessment system. As the saying goes, "Fiona Fang can't be made without rules". I believe that under the constraint of the company's perfect management system and training mechanism, through the joint efforts of all my colleagues, the property management company will be able to build a professional and excellent team and provide quality and caring property services for the owners.
Rationalization Suggestions and Opinions on Staff Work of Property Management Company Part II Problems and Suggestions in Property Management In recent years, the county party committee and the government have always regarded the hot and difficult issues related to people's livelihood as the first step to build a harmonious Suileng. How to comprehensively strengthen the property management of residential quarters and solve the outstanding problems in property management has become the focus of people's general reflection and concern, and has also become an important content of real estate property management. To this end, the Housing Authority sent a special person to form an investigation team. Through investigation and study, it made a serious study on how to do a good job in property management and held a meeting of the director's office. The relevant information is hereby notified as follows:
First, the basic situation of urban residential property
At present, there are 102 property communities in the county. Among them, there are 49 communities managed by qualified enterprises; 30 residential areas managed by development and construction units; 15 residential area managed by individuals; 1 Community managed by the owners' committee (agricultural machinery company); There are 7 uninhabited communities (Anmin, pickles factory, hotel, rice factory, Great Wall, old agricultural machinery, second guest house). There are 10 communities that have established owners' committees, but few of them really play a role. There are 8 communities with 24-hour water supply.
Second, the main problems in property management
Through in-depth practical investigation and interviews, we found that there are the following problems in property management in this county, which are specifically summarized as "four difficulties" and "four deficiencies". "Four difficulties": First, it is difficult to seek the support of laws and regulations. At present, the state and the province have successively issued the Property Management Regulations, but they are too macro, too general and lack of operability, so it is difficult to find a basis when it comes to specific issues. Second, it is difficult to maintain the public parts of residential quarters. Most of the old buildings have leaking roofs and peeling walls.
Water seepage, collapse and fracture of sewage pipes and inspection wells, blockage of main sewage pipes, etc. Who is responsible for the property rights that meet the requirements, but residents are unwilling to pay fees, which makes it difficult to maintain public parts. The third is to solve the problems left by developers. In the newly developed real estate area, some developers have solved the problems during the warranty period, some have dealt with them, and what's more, they have left the problems outside the warranty period. This has led to the developers and property management shirking each other, unclear responsibilities, and the problem has never been solved. Fourth, it is difficult for the competent authorities to coordinate. The competent department is limited by its own authority, and some problems are beyond its jurisdiction, or can be solved by a single department, especially when it involves the joint implementation of relevant departments. Some departments do not cooperate well and it is difficult to coordinate. "Four are not in place": First, it is difficult for the competent authorities to supervise. As the competent department of property management in the county, the real estate and property management bureau is not in charge of property management enterprises and lacks binding force. It only has regular macro guidance, which makes supervision difficult to reach the designated position. Second, the role of the owners' committee is not in place. It is difficult to set up the owners' committee, even if it is set up, it is nominal, lacking sense of responsibility and responsibility, and it is impossible to supervise the behavior of property enterprises. Third, the service of the property company is not in place. The low quality of employees, unreasonable charges, excessive fees and little or no service have led to many contradictions. Fourth, the collection of property fees is not in place. Most vulnerable groups can't afford to pay property fees, and some residents enjoy property services, but they don't pay property fees for various reasons, which leads to low charging rate and low enthusiasm of property managers, which leads to a vicious circle.
Three, improve the level of county property management and service suggestions
1, standardized management is fully implemented in residential areas. The first is to implement hierarchical management of the community.
According to the current situation and service items of the community, the real estate bureau generally divides the community in the county into three grades: high, medium and low. Clarify the standards, service items and service contents of different communities, and implement daily management according to their own standards. The second is to determine the service items and charging standards. Set up a calculation team, led by the Price Bureau, with the cooperation of the Legislative Affairs Office, the Real Estate Bureau, the Electric Power Bureau and the Labor Bureau, and deploy personnel to form a calculation team to re-approve the charging standards of community service fees and calculate them according to the service items and service contents. At the same time, the charging standard of 24-hour water supply in the community is calculated. Finally, determine the reasonable service items and charging prices. The third is to promote sunshine services. After the charging standard, service items and service contents of the property fee are determined, a billboard will be set up in the community for comprehensive publicity so that the owners can understand it in the most intuitive way.
2. Strengthen the supervision of property enterprises in all directions. The first is to collect property deposit. The purpose is to standardize and constrain the property enterprises and urge them to provide high-quality and efficient services according to the grade of the community and the determined service items. The amount of deposit collected is as large as 3,000 yuan within 5,000 square meters; 5,000 square meters-20,000 square meters to collect a deposit of 6,000 yuan; A deposit of 10000 yuan will be charged for more than 20000 square meters. The second is to clean up the property market. Assign a special person to re-register, check and assess the property enterprises, implement the property access and approval management system, and resolutely ban those property enterprises with big opinions from owners and poor service quality. For unmanned residential property, based on the principle that whoever provides heat is responsible, residential property management will be managed by the heating company. The third is to strengthen daily supervision. A supervision and inspection team is composed of the Property Department of the Housing Authority, which conducts supervision from multiple angles and in all directions by means of regular inspections, irregular spot checks and the issuance of public opinion questionnaires to ensure timely follow-up of daily supervision. The fourth is to do a good job in training. Improve the professional quality of personnel.
3, the implementation of the new building public * * * parts maintenance funds. Because our county does not collect maintenance funds for public parts, it is difficult to raise funds to solve the problems such as roof leakage, wall peeling and seepage, collapse and fracture of sewer pipes and inspection wells. Drawing on the advanced experience of other cities and counties, it is suggested that the county government should collect special maintenance funds according to Article 54 of the Property Management Regulations, and plan to collect maintenance funds for public parts of 20 yuan per square meter for new buildings to ensure the maintenance of grandpa's parts during the warranty period. Maintenance funds are managed by the special account of the Housing Authority. During the maintenance period, the property enterprise and the owners' committee shall apply for withdrawal.
4, the old building public * * * parts of the division of maintenance responsibility. In accordance with the provisions of Article 31 of the Property Management Regulations, the development and construction unit shall be responsible for the warranty period. According to Article 9 of the Regulations of the Ministry of Construction on the Management of Urban Adjoining Houses with Different Properties, the maintenance cost of public parts outside the warranty period shall be shared according to the proportion of the owner's exclusive parts to the total construction area. Our opinion is that the maintenance during the warranty period is the responsibility of the development and construction unit and coordinated by the Construction Bureau. The owner shall be responsible for the maintenance outside the warranty period, and the property enterprise shall take the lead in organizing, and the maintenance cost shall be publicized to the owner. For owners who refuse to pay maintenance fees, the property management company has the right to deal with them according to relevant policies. Through the above measures, I believe that the property market in our county will develop on a standardized and healthy track, the management level will be greatly improved, and the living environment of the people will be more comfortable.
Rational suggestions and opinions on the work of employees in property management companies Part III Property management, as a community service in the oilfield, undertakes the main functions of sanitation, greening, public security and stability of units and employees in the oilfield area. With the development of oil field, the property management of oil field keeps up with the situation of oil field, and the level of refined management is obviously improved. Community property management and service work has been widely recognized by all units and employees in the oilfield, and has promoted the construction of a harmonious oilfield. Combining with work practice, the reform of oilfield property management system is discussed as follows.
First, the status quo of property management in oilfield communities
In the process of oilfield development and construction, the logistics service system including basic education, medical and health care, culture and sports, and life service has been established in the Baili Oil Region according to the principle of "being beneficial to production and convenient to life". 1997, based on the experience of community management and residents' service at home and abroad, the oilfield set up 15 property management office in different regions, which was merged into 10 community management center in 2005, and the service level of community property management became more and more mature.
(1) The property management points in the oilfield community are wide in scope and scattered in layout.
The oilfield community is established around the development of resources, and there is a general situation of "mining area first, then community", with scattered layout, backward planning, mixed living infrastructure and production facilities, and various types of property management and services. First-line production units and headquarters bases have residential property management units.
(B) Residential property management started late, and the mechanism was gradually improved.
Although the state and local governments have issued policies and regulations on property management, it was only in the late 1990s that property management was introduced into oil fields, and the degree of standardized management of property management was not high. Recently, the construction of "four systems" of oilfield socialized service system has been effectively implemented, and the community property management mechanism has been gradually improved.
(3) There is still a gap between the improvement of infrastructure and social development and the requirements of residents.
With the improvement of living standards, residents' expectations for infrastructure have gradually increased, and the community is responsible for more municipal inspections. In the case of difficult operation, geological prospecting has been tilted in cost, but it is difficult to meet the rapid development of society and the growing service expectations of residents by relying only on limited capital investment in oil fields.
(D) The quality of property service personnel needs to be improved.
At present, the quality of employees in the community management team is uneven, and there are many old, weak, sick and disabled. Mainly due to historical reasons, property service personnel are mostly logistics service personnel separated from the original units, with older employees, more lesbians, lower technical level and lack of proper management ability and operational skills.
(five) the settlement of residential property management fees is mainly based on the exploration bureau.
The income from residential property management is mainly small income from existing housing rental, bicycle shed, parking lot, vegetable market management, etc. The main source of funds is the residential greening, infrastructure renovation, housing maintenance and other engineering expenses allocated by geological prospecting, which are built by the engineering construction unit and managed by the residential area.
Second, the advantages of community property management restructuring
(a) a complete property management system.
Residential property management mainly includes residential security, sanitation and cleaning, house maintenance,
After years of continuous improvement, the "four systems" property management mechanisms such as public facilities maintenance, greening and beautification, and logistics support services of the main business units in the jurisdiction are basically mature.
(2) Sufficient personnel.
Although the community property management personnel are basically from the logistics personnel of various units in the oilfield, their quality is uneven, but after a long period of training, they can adapt to the community management work and play a role in their respective posts, which can basically meet the needs of property management.
(3) Have certain management experience.
Although there is still a gap between community property management and market-oriented property companies, they have their own mature experience in internal management and operation, which can basically meet the needs of oilfield property service development.
(d) The population living in the community is relatively concentrated.
The large-scale development of community property management enterprises is suitable for residential areas with relatively concentrated population. Sanitation, greening, security, housing maintenance and other residential property management services are relatively low, which is convenient for professional property management and services in residential areas.
Third, the benefits of community property management system reform
First, it is in line with the development strategic objectives of the group company and the oilfield. Incorporating the state-owned assets of public roads, houses and other facilities into property management enterprises, these assets are effectively maintained and utilized, and at the same time, a large number of people are diverted from oil fields to restructured enterprises, which can not only reduce the heavy burden of oil field enterprises in running society, but also enable oil fields to concentrate on production and construction, which is conducive to oil field development.
Second, the community environment will be effectively improved. Although the oilfield has reduced the capital investment in the community, through the market-oriented operation and enterprise management development of property management enterprises,
Can go to the market, self-financing, can strive for more construction funds, and improve the community environment faster.
Third, the degree of specialization of residential property management has improved. Through the professional reorganization of property management enterprises, community property management will gradually move towards specialization and marketization from the aspects of personnel, equipment, service and management, and realize the integration of property management.
Fourth, employees' income will increase steadily. Through the principles of market-oriented operation and socialized service, property management enterprises will continuously optimize and improve service quality, broaden service content and increase income-generating channels, so as to ensure the increase of employees' income.
Reasonable suggestions and opinions on the work of employees in property management companies 4 1. Property management service not only has the characteristics of general service industry, but also has its unique personality, which is manifested as: (-) restriction: 1, and policy factor 2. Owner factor; 3. Developer factor; 4. Technical factors; 5 environmental factors. (2) relatively long-term; (3) Both parties are satisfied. (4) Difference (5) Emotional intensity.
2. Service first is the unchangeable tenet of any service enterprise. The core of all activities that property management enterprises are engaged in is to provide quality services to make owners sincere and satisfied. The service work in management is long-term and mass. Therefore, it is important that property management always implements the concept of "exquisite service, responsibility to people" and integrates management into various services.
3.( 1) Commitment is the most important service. First of all, we should do what we can according to our promise. We suggest that the company check whether the current service standards are beyond our ability, and if so, modify or think of other simple and effective methods. Secondly, efforts should be made to implement the commitments that have been made and made public, and it is suggested to implement them one by one every day according to the established work requirements and standards.
(2) The details determine the effect of the service. Set up your own important consciousness, start with your own words and deeds, list all kinds of details that should be paid attention to from etiquette, appearance and work effect, and analyze which are important details and which are the ones that lead to bad results. And correct and overcome it. In order to prevent too much attention to details from affecting work and service, we should also delete details and bad habits that are inconsistent or unnecessary with work objectives, so as to make ourselves speak and do things quickly and improve efficiency.
The company is a service-oriented industry, and every behavior of employees will affect the company's image. The attitude towards customers should be warm and sincere, with the aim of creating a safe and comfortable living environment for the owners. Put yourself in the owner's shoes, pay attention to details and decide success or failure. Let everyone work scientifically and seriously, think attentively and empathize, and create a bright future for the company!
5. In property management, the employees of enterprises, especially the front-line employees of management office, directly face the owners, and the owners' dissatisfaction and complaints about the service process are very direct. When we receive customer complaints, we must give the owner a more specific method to deal with the time, so that the owner can have expectations, and at the same time, we must pay a corresponding service return visit to understand the opinions and suggestions of the owner, so that our service management can be improved.
6. Pay attention not only to the enthusiasm of service, but also to the skills of service. To do this, when dealing with customers, we should be good at observing customers' eyes, spirits, feelings and words, and be good at saying the right things and doing the right things at the right time. Only in this way, customers can truly appreciate our service, recognize our service and calculate it in place.
7.( 1) Let every employee of the company truly understand the importance of service in the management of property management enterprises. And what is the service and how to do it?
(2) Starting from the inside of the enterprise, it is necessary to strengthen the cultivation of employees' own service awareness. Without consciousness, how can we talk about service?
(3) Change the internal mechanism of the enterprise and enhance employees' awareness of market competition.
(d) Strengthen communication between departments, and it is strictly forbidden for departments to work mutually exclusive.
(V) Supervise the service training content of the company's headquarters and strengthen the training.
(six) do a good job in publicity and strengthen the normal communication with the owners.
8. Only by improving services can we innovate benefits. So, start from yourself, work in a down-to-earth manner, and don't have the phenomenon that the service is not in place.
I moved in in 2004. At that time, the community was much cleaner and tidy, and of course there were fewer people, but this should not be an excuse for the chaos in the community. Now the management of the community is chaotic, which not only affects our living environment, but also affects the value of all owners' real estate. In foreign countries, even if someone casually dries clothes, it will be regarded as affecting the value of the whole residential property and hurting everyone's interests.
It is suggested that new property companies should have a certain background of foreign investment, not to say that foreign investment is necessarily good, but their accountability system is indeed much stronger, with strong discipline and uncomplicated social relations.
The ultimate goal should be to build a quiet pure residential area without commercial color, which is a good foundation. Our residential hardware is good, and it has become a school district. We must manage it well to realize a good living environment and the real value of residential real estate. Thank you for your work and help.
The following suggestions:
1. About the management of each gate in the community: Now the whole community is a paid parking lot, and any vehicle can enter at will, which is very noisy. It is recommended to close the management and prohibit foreign vehicles from entering without reason. If you have any questions, you can contact the owner through the doorman before entering. It is also suggested to reduce parking fees for underground garages and prohibit parking on residential roads.
2. Pure residential community: the community should be built into a pure residential community. There are all kinds of small shops almost everywhere now. It is suggested to arrange them in one place, such as a clubhouse.
3. Advertisements about elevators and stairs: It is suggested to dismantle them all. We don't make money by this, and we don't want to be disturbed.
4. About the real estate agent: It is recommended to drive away all of them and prohibit such personnel from entering. These people are like flies. For example, in the wheat field real estate at Gate 2, Floor 507, F 1 B, every morning, people collectively sing and shout slogans, as if they were engaged in pyramid schemes. In addition, these people casually enter and leave various doorways, which affects the safety of the community.
5. About greening: Now the greening is more and more like the greening of a big yard. Without planning, vegetation types are messy. It is suggested to rearrange the planning, establish a timely maintenance system and protect the lawn with fences.
The above problems not only affect the living environment, but also affect the property value of each owner.