Annual work summary of property front desk

Summary is a written material to analyze and study the experience or situation at a certain stage of work, study or thought. Through it, you can fully and systematically understand your previous study and work. It's time to write a summary. How to write a summary so as not to be stereotyped? The following is a summary of my annual work at the property front desk. Welcome to share.

Since 1 the annual work summary of the property front desk, I have tried my best to adapt to the working environment and the new position at the front desk. With curiosity and nervousness, I began to seriously study the scope and content of my work and began to perform my duties.

This is my first job after graduation. As a newcomer, when I first joined the company, I was not familiar with the company's operation mode and workflow. Thanks to the patient guidance and help of my colleagues, I became familiar with the work of the front desk and the functions of various departments in the company in a short time. I believe that with the help of leaders and colleagues, I will soon complete the transition from students to staff. It is said that the front desk is the window of the company's external image. In just a few days, I have a new understanding and experience of this sentence.

Learn the corporate culture of the company and improve yourself. Only when I joined Hanhai Property, a big group, did I really understand the connotation of "diligence, professionalism, self-confidence, vitality and innovation". In such a good working atmosphere, I also use these ten words to define myself, put myself into my work with a positive and optimistic attitude, do my job well in a down-to-earth manner, find out the shortcomings in my work in time, communicate with the department in time, work hard and be qualified. This has always been the goal and direction of future work.

Everything at the front desk represents the company. Guests visiting the company should be greeted politely, and the attitude of answering the phone should be kind. Bit by bit let me study at work, make progress in my study and benefit a lot.

Annual work summary of property front desk: 20xx year1October 5 10, xx property settled in Qianhu campus. In the past academic year, all the staff of our institute have been United, worked hard, strived bravely and innovated constantly, further improving and improving the management and service quality of the company, and achieved gratifying results: an excellent property management team has been established, scientific management mode, advanced management concepts and methods, and strict quality standards and work have been created. Formed a professional division of labor system combining service and management. Over the past year, we have carried out a series of work closely around strategic planning, brand building, internal management, information communication and service performance. Strategic planning has changed the concept of property management strategically.

Since the establishment of XX Property, the management concept has undergone a profound change from "management-oriented" to "service-oriented", abandoning the attitude of being a manager in the past and advocating a brand-new service concept of "serving and educating people and putting the owner first". In the process of development, Tian Jian property has encountered severe challenges from the internal and external environment, but the concept of serving owners and users has been extended and widely praised. However, the management of the company is not satisfied with the gratifying results.

Yes, but we should face up to the problems in the service process with a positive attitude, such as poor service professionalism, low service connotation, low employee treatment and high cost. Since the beginning of this year, the company has sized up the situation and started to pay close attention to safety precautions, environmental sanitation and maintenance, striving to build a brand and improve the company's operational efficiency and competitiveness. Brand building is based on high quality, and the company regards how to improve the quality of property management services as the first choice for the company's operation.

First, implement effective measures according to iso system. At the beginning of the company's establishment, a good quality plan was formulated, and the company's quality objectives, requirements and goals were defined, so as to meet the needs of owners and users with the most suitable service quality. Over the past year, the company has always been aiming at passing the audit of iso9000 and iso 14000, and at the same time, it has further demonstrated the image of the company's quality service to owners and users.

Second, form a quality system centered on customer satisfaction. Since the company settled in, it has always taken "customer satisfaction, owner first" as the work center, which further confirmed the company's business service concept of taking the owner as the center. In the future, the company will continue to implement and improve service quality and improve service performance.

Third, after the establishment of XX Property Zero Defect Target Company, after repeated discussions and discussions, it is believed that if we want to be unique, we must do a good job of zero defect: service zero defect; Zero defects in operation; Equipment zero failure; Four zero defects and zero hidden dangers. Obviously, the owner is not always right, but always the most important customer demand, and is fully prepared to meet the demand and actively prevent possible problems.

Summary of the annual work of the property front desk 3 Time flies. In a blink of an eye, the company has ushered in the second spring, and in a blink of an eye, it has become an old employee from a new employee. Looking through this year's work log, I look back on this busy, full, nervous and happy year. ...

This year's financial changes are nothing more than Kingdee Software in April. Switch from financial stand-alone version to advanced erp system. "If you want to do a good job, you must sharpen your tools first." As a financial manager, I have always been grateful that the company can attach great importance to the preparation of financial software and invest huge sums of money. I'm afraid no one can feel the efficiency and accuracy of work better than me.

Mastering erp system is my harvest this year. After all, erp system is very different from stand-alone software in operation (there are many operators and strong correlation), and it has been running in for the first three or four months, so I spent a lot of time and energy to get familiar with and understand the system, analyze the causes of problems and make a lot of notes. I never get tired of it. I use it in middle school and school, and my knowledge is accumulated bit by bit. After that, I can finally operate skillfully and bring new people!

What problems will appear in the operation (mainly in logistics) in the future is unpredictable, and learning is continuous. It is my requirement to master every part of Kingdee comprehensively, which is helpful for daily operation and financial management. With the strengthening of financial management and Kingdee service personnel's gradual in-depth understanding of our company's operation, Kingdee will make more and more adjustments to meet the requirements of our company's internal management. For example, the account details of direct stores will be changed from the original three-level details to accounting subjects. Kingdee is a good helper for our financial management, which makes our work even more powerful!

Summary of one year's work at the property front desk 4 Time flies, and I have been working in xx property company for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent receptionist is a long process. Summarize this year's work.

I. Main work contents

Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys; Accept all aspects of information, including the owner, decoration unit, real estate company, construction unit and other information, notify relevant departments and personnel for processing while making records, track this process, and pay a return visit after completion; Making, sending and filing letters and documents.

Second, study.

The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of Director xx, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should work hard, put customers first and always smile, because you represent not only your personal image, but also the image of the company.

I realized the importance of details in my work and life. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. In xx's work and life, I deeply realized that the details can not be ignored and careless; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by leaders, there is no dead end in hygiene and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success; Work and study have expanded my talents; When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors.

Third, the work plan for next year

Strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve the reception process and etiquette at the front desk; Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work; Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I just graduated from school and can join the excellent team of xx. Xx's cultural concept and the working atmosphere in the front hall have unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in the new year's work!

Summary of the annual work of the property front desk 5 Time flies and I have been working in xx for a year before I know it. As a property front desk, it seems to me that this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent receptionist is a long process.

Looking back at the application for the property front desk position at the job fair, it seems to have happened before; But now I have changed from an ignorant student to an employee with job responsibilities, and the front desk work has changed from unfamiliar to familiar.

Many people don't know about customer service, and think it's simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

The following is my main work in the past year:

1. Go through the formalities and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys; Among them, xx households are delivered to the park, XX households go through the formalities of delivery, X households go through the formalities of decoration, and X households stay in the owner;

2, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;

3. Make, send and file letters and documents, send xx copies of the current annual work contact list and xx copies of the rectification notice; Warm reminder xx copies; Xx copies of departmental meeting minutes, and xx copies of big article release instructions.

In the process of completing the above work, I learned a lot and grew a lot.

First, the tempering at work has shaped my character and improved my psychological quality.

As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of my current supervisor, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I remember that when xx and xx houses were delivered, the time was short, there were few people, and the related work was complicated. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to make full and meticulous preparations before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night. On the first day of delivery, I was responsible for the assistance of the customer service center. When I dragged my tired body to the delivery work, I already had a feeling of sleeping with my eyes open.

However, when I saw xx from afar, the calm and sweet smile and skillful reception skills when facing customers, waves of ripples rose in my heart. She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers?

Through the company leaders' summary of our work that day, I deeply realized the true meaning of professionalism and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should work hard, put customers first and always smile, because you represent not only your personal image, but also the image of the company.

In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried my best to maintain smiling service and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host. Going through this delivery process has also played a great role in my future work. In the face of criticism and correction from leaders and colleagues, I can straighten my mind and make positive corrections. When communicating with a few difficult engineers, they gradually become fearless; Etiquette such as reception etiquette and telephone etiquette has also been gradually improved.

Secondly, I realized the importance of details in my work and life.

Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. In xx's work and life, I deeply realized that the details can not be ignored and careless; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by leaders, there is no dead end in hygiene and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success;

Thirdly, I have developed my talents in my work and study.

When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of the park on Christmas and New Year's Day, which was just completed two days ago, is the first scheme I made myself. When the plan was approved by the supervisor, my heart was filled with the joy of success and a sense of * * * about my work. As for the layout of the publicity column in the canteen, the park identification system and the layout planning in the Spring Festival park, I will treat them seriously and responsibly, and try my best to do them well one by one.

Annual work summary of the property front desk * 6 200* 10 5, * * the property is stationed in * * Qianhu Campus. In the past academic year, all the staff of our institute have been United, worked hard, strived bravely and innovated constantly, further improving and improving the management and service quality of the company, and achieved gratifying results: an excellent property management team was formed, and a scientific management model and advanced management concept were created. Formed a professional division of labor system combining service and management. Over the past year, we have carried out a series of work closely around strategic planning, brand building, internal management, information communication and service performance. Strategic planning has changed the concept of property management strategically.

Since the establishment of Tian Jian Property, the management concept has undergone a profound change from "management" to "service", abandoning the attitude of being a manager in the past and advocating a brand-new service concept of "service education, owner first". In the process of development, Tian Jian property has encountered severe challenges from the internal and external environment, but the concept of serving owners and users has been extended and widely praised. However, the management of the company is not satisfied with the gratifying results.

Yes, but we should face up to the problems in the service process with a positive attitude, such as poor service professionalism, low service connotation, low employee treatment and high cost. Since the beginning of this year, the company has sized up the situation and started to pay close attention to safety precautions, environmental sanitation and maintenance, striving to build a brand and improve the company's operational efficiency and competitiveness. Brand building is based on high quality, and the company regards how to improve the quality of property management services as the first choice for the company's operation.

First, implement effective measures according to iso system. At the beginning of the company's establishment, a good quality plan was formulated, and the company's quality objectives, requirements and goals were defined, so as to meet the needs of owners and users with the most suitable service quality. Over the past year, the company has always been aiming at passing the audit of iso9000 and iso 14000, and at the same time, it has further demonstrated the image of the company's quality service to owners and users.

Second, the formation of a quality system centered on customer satisfaction Since the company entered, it has been focusing on "customer satisfaction, the owner is supreme", further confirming the company's business service concept centered on the owner. In the future, the company will continue to implement and improve service quality and improve service performance.

Third, after the establishment of Tian Jian Property Zero Defect Target Company, after repeated discussions and discussions, it is considered that if we want to be unique, we must do a good job of zero defect: service zero defect; Zero defects in operation; Equipment zero failure; Four zero defects and zero hidden dangers. Obviously, the owner is not always right, but always the most important customer demand, and is fully prepared to meet the demand and actively prevent possible problems.

Summary of the annual work of the property front desk 7 Looking back on the work of the front desk department in the past year, I was deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all front desk employees, the front desk department has gradually matured in the process of discovery, solution and summary, and achieved certain results. The summary is as follows:

First, improve the service quality and standardize the front desk service.

No matter what problems you encounter in your daily work, you can be responsible for the end without shirking. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of owners.

Two, standardize the service process, property management towards specialization

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the property, we strictly check and strengthen the inspection, and found the illegal operation and decoration behavior in the property. From the perspective of management services, we advised in good faith and stopped it in time, and communicated with the company's legal adviser to formulate corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a royalty system.

In the past, the front desk department did not pay enough attention to the charging work, and there was no full-time toll collector. Building management charges part-time jobs only on Saturday and Sunday, which leads to building management putting inspection first and charging second. As a result, the building manager has no pressure, and it is the same whether he receives more or less, even whether he receives it or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, we began to reform, abolish building managers, set up full-time toll collectors, and learn to establish an incentive mechanism to dismiss building managers who are not suitable for reform. Recruiting full-time toll collectors has been proved to be effective through reform.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well. The front desk department is the most direct and frequent department dealing with the owners, and the quality of employees represents the image of the enterprise, so we have been constantly improving employee training and improving our overall service level.

The annual work summary of the property front desk has been 8 years, and the Spring Festival is coming soon. In the next 20xx years, with the care and enthusiastic help of company leaders and colleagues, I successfully completed the corresponding work of reception at the front desk. Now, let's sum up our work in 20xx.

First, the basic content of the front desk work.

The work at the front desk is a post that requires patience and responsibility, and a warm and positive working attitude is very important. 20xx 165438+ 10, I started to be a receptionist, knowing that the receptionist is the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiry patiently and make corresponding answers as much as possible.

Second, the experience and lessons of the front desk work.

Before working in XX enterprise, although I had experience in reception at the front desk, I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved and the service concept needs to be further deepened. At work, I learned how to communicate better and how to be pragmatic and enterprising.

Third, the next step of the front desk.

Based on my love for the reception work at the front desk, I will strictly demand that I not only abide by the relevant work system of the company, but also treat my work positively and practically. Strive to improve the quality of work and enhance the sense of responsibility and dedication. I will further and better show my advantages, overcome my shortcomings, foster strengths and avoid weaknesses. Unite the company and colleagues to create better work performance for the company!

Summary of reception work at the property front desk: The front desk is called "front desk". I think before doing this job well, we must first have a correct understanding of this position, so as to better exert our potential to do it well and improve it. I don't think the front desk can be understood literally. It is just the facade of the company. As long as the appearance is beautifully decorated, it ignores its internal essence. This is precisely the most important thing. As the most intuitive embodiment of the company's overall image, the receptionist will leave a deep impression on callers and visitors, and their impression is not only on the receptionist, but also on the company as a whole, so the receptionist plays a very important role in the work process.

(1) The front desk is the centralized place for almost all information of the company and the main window for information circulation. Through the front desk internship, we can help new employees to quickly understand the internal organizational structure of the company, and also help to strengthen the understanding of new and old customers of the company. As a receptionist, I think the receptionist should pay more attention to listening, thinking and reading when dealing with this information, because only in this way can she respond quickly when she receives a certain information. For example, when listening more, pay attention to whether there are colleagues talking on the phone in the office. When a phone call comes in to find this colleague, we can quickly convey this information to the other party and make reasonable treatment according to the urgency of the matter. In thinking more, we should pay attention to the information we have observed and heard, and think more about handling the caller's information within a scale. ; In reading more books, we should always pay attention to the flow of people within the company.

(2) The customers at the front desk are complex and diverse, ranging from company bosses and important customers to water couriers and cleaners, but there is only one marketing method for these different customers, and that is direct sales. Therefore, in the process of work, the front desk staff must pay attention to their words and deeds, because every detail they do represents the image of the company, so they should take every customer seriously and serve them with the same enthusiasm and thoughtful service, so that customers can leave a beautiful and deep impression on themselves and the company. In this process, I think it is very important to treat each other as equals, because it is very difficult to identify each other's identity at the first time in the process of work, especially in the process of making phone calls or communicating with visitors. Therefore, only by maintaining a warm and positive attitude and thoughtful service can we treat every customer perfectly and let both parties enjoy happiness in communication.

(3) The front desk work is complicated. In these miscellaneous work processes, we should be good at summing up, be diligent in thinking, gradually improve ourselves in the process of continuous learning, and gradually program and integrate these complex things. It's easy to correct your mishandling in time and try not to make the same mistake again. In fact, these things are easy to say, but it is not easy to really do this in practical work. Therefore, in the process of follow-up work, we should also pay attention to follow up ourselves. When doing a lot of things, we should consider the problem from the other side's point of view and try our best to satisfy our customers!