Summary of Personal Annual Work at the Front Desk of Property Management Company 20 19

The management of property companies is often not so simple. As the front desk staff representing the image of the property company, it is natural to do a good job summary after performing their duties. The following is the Annual Work Summary 20 19 compiled by me for your reference only. Welcome to read it.

Annual Work Summary 20 19 (1) Front Desk Staff of Property Management Company During this year's work, our property management company made efforts to establish a standardized property management system in an all-round way, strive to improve the quality of property services, create a harmonious and civilized science and technology park, pay attention to the implementation of the standardized management system in the project department, constantly revise, improve and perfect, and pursue continuous improvement of management services. The work of the hotel front desk this year is summarized as follows:

First, strengthen the construction of standardized property management system.

Taking "no complaints from the owner, no defects in service, no blind spots in management and no hidden dangers in the project" as the working standard, various management service processes, management systems and work instructions have been formulated and improved. Establish supervision and management institutions and implement post responsibility system. Combined with the management practice of the project department, in view of the characteristics of many new employees and young employees, in order to ensure the quality of management services and strive to achieve the professional and comprehensive level of employees' business, the property department formulated a detailed training and assessment plan at the beginning of the year, which made employees' property knowledge professional and comprehensive through cross-training and assessment of engineering, customer service, safety and environmental protection knowledge. At the same time, a set of training courseware is written.

Second, pay attention to publicity and guidance to win the understanding and support of the owners.

Set up a publicity team of the project department to actively publicize the work of the company and the property department to the park owners through publicity columns, emails and other forms; Promote the work of the property department and the company's service concept; Ensure smooth communication channels and adhere to the correct direction of public opinion; Publicity of laws and regulations and management guidance information of government departments; And timely provide owners with safety knowledge, health knowledge, weather forecast, rental information, life tips and so on. It won the owners' understanding and support for property management, and guided the park owners to actively participate in the park construction.

At the beginning of this year, according to the requirements of the street office, the property department set up a leading group for garbage classification, formulated the garbage classification management system and process, improved the garbage classification facilities, arranged special personnel to be responsible, and carried out publicity, training, supervision and implementation in a detailed and systematic manner. The management goal of reducing and harmless domestic waste in the park has been realized. The garbage sorting work finally reached the requirements of the Municipal Urban Management Committee with high quality and was well received by the leaders. Due to the excellent garbage sorting work, the Municipal Urban Management Committee plans to list our park as an "excellent garbage sorting unit".

Third, improve the file management system and keep the data original and complete.

Archives management is an important work in property management, which records the real face of property, owners and management process. Set up a special person to track, collect, sort out and update, establish a complete file management system and database, keep the data constantly updated, and ensure the integrity and reliability of files. It meets the requirements of safe, convenient, fast, detailed, true and complete file management. Supervise and guide the cleaning work in the park, formulate a standardized operation supervision process, implement a system of division of responsibilities and regular assessment, effectively mobilize their enthusiasm, promote internal harmonious competition and improve the environmental quality of the park.

This year, under the leadership of the management team with the project manager as the core, the property management department has basically achieved the company's set goals on the basis of improving service quality, innovating management methods and achieving results in cultural publicity. However, there are still some difficulties before the project team, such as the problem of reclaimed water, incomplete identification and single communication channel, which need the attention and support of the company headquarters to make the project management more perfect and build the enterprise brand.

Annual Work Summary 20 19 (2) Receptionist's time in the property company really flies. I have been working in xx property company for one 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!

Annual Work Summary 20 19 (III) The front desk individual of the property management company deeply reviewed the work of the front desk department in the past year. 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. Summarized 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.

Annual Work Summary 20 19 (IV) 20 19 Our work closely revolves around the general policy of "planning management, improving quality, sizing up the situation and keeping pace with the times" of the group company, always practicing the general goal of contributing to the construction and development of the group company, strengthening the internal management of the enterprise and the cultivation of employees' own quality, constantly innovating, and striving to complete various tasks and realize.

I. Work completed

Grasp management, promote efficiency and build image. In the final analysis, the management of the community is to provide satisfactory services for the owners. And all this depends on the quality and ability of service providers. At work, we need not only a good attitude and service concept, but also professional management. In this regard, the company has formulated a refined management system, clarified the process procedures, and made a good job of positioning the responsibilities, so that the property work can be carried out in an orderly manner. Excellent service has established a good image for the enterprise. In order to completely change the owner's view on the property and completely solve some problems existing in the community for many years, with the strong support of the group company, we began to repair the houses, facilities and equipment used by * * and thoroughly renovate the environment.

In order to strengthen the internal management of the company and better serve the owners, we collected and filed the files needed and missing by the property management company from the relevant departments, and then conducted annual inspection on all kinds of procedures, and successfully passed the annual inspection required by the relevant departments in advance. Property service is not only rational behavior service, but also humanistic ideological education and edification. While transforming the residential environment, it also publicizes xx concept, common sense of fire control and owner's code of conduct to the owners through advertising columns. At the same time, we also pay attention to the establishment of corporate culture. We mobilize employees to seriously study corporate culture, click on the website of the group company, understand the growth process of the group company, and cultivate employees' awareness of loving the company.

Through the talent recruitment market, we will mobilize on-the-job employees, recruit the required employees by different methods and channels, strictly select and select the best employees, and recruit most of the required employees for the company. At present, the recruitment work is still in progress. We conducted systematic training for new employees, including corporate philosophy, job responsibilities, code of conduct, assessment system, employee handbook, common sense of safe operation, etc. The basic skills of new employees are quickly mastered, and the team service ability is guaranteed. We unified employees' clothing, and the establishment of employees' external image added a lot of luster to the company's image.

Second, experience and shortcomings

In this year's work, we realize that a good team can't do without the support of the superior departments, and a lot of our work can't do without the support and help of the group company. We will closely focus on the group company, strive to serve xx property in the later period, and strive to build a well-known brand for xx property. At the same time, we also realize that only by serving the community owners sincerely can the owners give us a good "word of mouth". We will continue to strive to improve the quality of service, and strive to make xx property a brand property, adding luster to the group company. Of course, there are some shortcomings in our work this year, such as: the service skills of employees are not skilled enough, the awareness of safety prevention is not strong enough, the internal management of enterprises is not scientific enough, and the overall quality of employees needs to be improved.

Three. Work plan for next year

Do a good job of our return visit, especially the owner's repair report. Timely, sincere and caring service will always be the main line of our work. Strengthen the training and study of employees, constantly learn professional knowledge, improve their professional level and improve their own quality; Constantly improve and standardize various management systems to lay a good foundation for the company's work. Do a good job in safety management, safety is the eternal theme of enterprises, and adhere to the policy of putting prevention first, combining prevention with control, strengthening safety education, and preventing and treating by groups. Through safety education, we will constantly enhance the safety awareness and self-protection ability of the owners and employees of the community and create a safe and comfortable environment for the community. Combine the actual situation, consider the details, keep up with the pace of the group company, coordinate the relationship between internal and external departments, and solve problems for the group company.