Key points of commercial property management control?

Commercial property (building) has the characteristics of large space, many facilities, many businesses and large passenger flow. Property management and service are difficult and heavy. General residential property management mainly manages residents' living places and serves the residents. As a business place, commercial property management institutions are faced with three service objects: owners, tenants and customers. Among them, tenants and customers are not long-term stable, but mobile, constantly changing, with different sources and complex composition. Therefore, the quality of property management services directly affects the goodwill of commercial properties. Once the property management agency makes mistakes in management services, it will lead to the dissatisfaction of tenants or customers and have a great impact on the goodwill of the property. If the tenant or customer is lost, it means losing the trust of the property owner, thus losing the entrusted management right of the property and affecting the economic benefits of the enterprise.

Therefore, in order to achieve the service goal of satisfying all parties, the property management agencies of commercial properties should constantly investigate and study the market situation, understand the market changes and the different requirements and satisfaction standards of different tenants and customers for property management services, meet them with service standards higher than the general market level and win market competition.

2. Management measures

Due to the different clients and market demand, compared with residential property, commercial property has higher and stricter requirements for property management. In terms of management measures, the property management institutions of commercial properties (buildings) should strictly formulate a set of rules and regulations suitable for commercial property management, standardize the professional codes and work rules of various professional posts, and formulate work plans and service quality standards according to high standards, so as to keep commercial properties in a clean, civilized, safe and comfortable operating state.

3. Business image

The main purpose of residential property design image is to beautify the living environment. Apart from promoting property sales to a certain extent, there are no other commercial considerations in daily property management, and the image design of commercial property shoulders a strong commercial mission. Appropriate commercial image design can induce customers' potential desire to buy and make them form realistic consumption. Good external design and beautiful internal layout can enable customers to implement their own purchase behavior for this artistic business atmosphere. Modern commercial buildings (shopping malls, shopping centers) use excellent commercial image design to make customers feel beautiful and happy, and at the same time guide customers to consume, thus promoting commercial marketing. All successful commercial properties have a unique and successful commercial image, such as the unique atrium design of Shenzhen Causeway Bay Commercial Plaza and the scientific and reasonable functional division of Shenzhen Sam Member Store. At the same time, a comfortable and elegant shopping environment and a harmonious and orderly consumption atmosphere can not only establish a good self-image of commercial properties and promote their own commercial development, but also play an image demonstration role, influence and drive the surrounding commercial properties to form regional development, and achieve the overall effect of improving the surrounding commercial environment. In short, maintaining a good image of the property is the main task of commercial property management.

Due to the different functions of different areas of commercial property, it is particularly important to set up obvious signs (such as entrances, exits, stairs, ramps, etc.) in appropriate locations. ) In order to guide personnel and vehicles correctly and maintain the orderly operation of the property. In terms of customer diversion, we should take active and reasonable measures (such as special person guidance, special advertisement guidance, voice guidance, etc.). ), which can not only make customers go in and out easily and smoothly, but also make customers feel the warm business atmosphere. If the parking lot and pedestrian entrance are too crowded, it will seriously affect the shopping environment and the mood of customers. In addition, the signboards (billboards) of all business units (merchants) in the property should be properly managed to keep the appearance of the property clean and tidy.

There are many factors that affect the commercial image of commercial property, and perfect property management is a very important aspect. Good property management can create a good public image, enhance public confidence, thus attracting consumption and effectively promoting various business activities of the property.

4. The relationship between property rights and creditor's rights

The owners of commercial real estate (buildings) can be individuals, one or several companies. The development and construction of real estate are often financed by mortgage, so the real estate itself may have the characteristics of various forms of ownership or debt. For property managers, it is quite necessary to understand the substantive relationship and ownership type of property claims. If the property right is unclear, from the perspective of the property management market, it means that the subject of the property management demanders is uncertain, which will inevitably lead to the confusion of the property management operation due to the unclear service object. Complex property creditor's rights relationship may involve property management enterprises in unnecessary creditor's rights disputes, which will increase business risks to some extent. Property management is a long-term operation industry. Whether the relationship between property rights and creditor's rights of the property entrusting party is clear will definitely affect the long-term cooperation and development of both parties.

5, environmental clean management

Whether the property environment of commercial buildings is clean or not is an important symbol to measure the level of property management. Cleaners have a great influence on owners, tenants and customers. The more upscale and modern commercial buildings are, the higher the requirements for cleaning work are. Shopping malls are crowded and chaotic, and there are many sources of garbage. In addition, some tenants may live in the property (such as some professional wholesale shopping malls), and there are domestic garbage disposal problems, so the cleaning work is relatively difficult to control. In addition to having a special person to be responsible for mobile cleaning, removing garbage in time, and keeping indoor and outdoor sanitation at any time, we should also pay attention to improving the professionalism of cleaning work to meet the maintenance needs of various facilities and equipment in commercial properties.

The cleaning form of commercial property (building) has the following main characteristics:

(1) Because the daily cleaning of commercial buildings takes a long time (business hours are long, and holidays are open as usual), the cleaning staff generally work in two shifts, that is, patrol and cleaning are separated, and the cleaning of hidden parts (such as facilities in fire exits) is arranged during the daytime patrol time, and the business area is mainly cleaned at night, including the ground, bathroom, glass, fire equipment and other public facilities.

② The cleaning of commercial buildings focuses on the lobby and the entrance to the gate. Lobby and gate are the only places for people to go in and out, and they are also the closest places to the external environment of the property. As long as we pay attention to the sanitary maintenance of the entrance and exit of the lobby and the gate, and carry out cleaning operations in time, the cleaning pressure of other floors and parts of the property can be greatly reduced. However, it should be noted that some dust will still be scattered on the ground after customers pass through the dust pads at the entrance and exit. If it rains, you should organize personnel to control the stains in the entrance of the lobby.

(3) The staffing of cleaning patrol of commercial buildings is mainly determined by the quality and grade of the property itself. The higher the building grade, the simpler the inspection content, and the fewer cleaning personnel need to be configured; The lower the grade of the building, the more people are needed for inspection, and the greater the frequency of inspection, especially for market-oriented commercial properties. The quality of cleaning depends on the quality of inspection and cleaning. In addition, the cleaning of commercial properties should also pay attention to the patrol cleaning of parking lots, tally areas and garbage storage points. For the convenience of customers, we should also pay attention to whether the number and location of garbage collection barrels are reasonable.

(4) Commercial property requires higher quality of cleaning personnel, including being able to find problems in time and correctly handle various matters needing attention during cleaning operations. In terms of personnel management, it also involves anti-theft and so on. The property management unit shall reasonably arrange the working hours, working areas and working methods of the cleaning staff to ensure the cleanliness of the property environment, and at the same time try to avoid the adverse effects of cleaning operations on the normal business activities in the property.

6, environmental greening management

Creating a good shopping environment is the basic condition for the success of commercial property (building), and excellent greening management can improve the "gold content" of the regional environment of commercial property. Although the unit area value of commercial buildings is expensive, it still needs to be decorated by environmental greening to create a harmonious, comfortable and pleasant atmosphere and improve the quality of life and work of owners, tenants and customers.

The greening management of commercial property is based on the principle of economy, applicability and beauty. In order to achieve the effect of harmony with the building environment, we should make overall planning and rational layout. The specific greening scheme design should be combined with the objective environment and arranged reasonably. We should not only consider beauty, but also beautify the environment and improve the microclimate through greening, and also consider the choice of plant varieties to facilitate long-term daily maintenance.

Compared with residential property, commercial property (building) has limited comprehensive use function and building space, which makes the greening area in the property smaller and the indoor sunshine insufficient, which brings difficulties to greening work. In order to solve this problem better, we should make full use of the limited space and create a green environment in the crowded limited space by combining horizontal greening with vertical greening. Indoor space greening decoration, should pay attention to the following points:

(1) The greening configuration of commercial properties is mainly indoor greening, which belongs to the category of renting flowers, and the quality requirements for flowers are relatively high. Flowers should show a good growth state during the placing period to prevent messy leaves, yellow leaves, pests, wilting, aging and irregular growth.

(2) The indoor brightness of commercial properties is mainly compensated by fluorescent lamps, and the light is softer. Therefore, ornamental leaf flowers are the mainstay, and the leaf texture should be above leather, bright and hairless, and the color is pure. When maintaining, clean the leaves in time, remove dust, keep the leaves bright, and spray a small amount of brightener when necessary.

③ In the choice of indoor flowers, we should pay attention to avoid using bloated flowers, mainly highlighting the beauty of lines and layering. At the same time, avoid plants with peculiar smell, fur and toxicity. The arrangement of flowers and trees should pay attention to art, the variety configuration and placement should be appropriate, the style should be unified and coordinated, and the composition should be reasonable and beautiful.

(4) Due to the limited indoor light, it is not suitable for placing tall plants. Merchants who pay attention to environmental configuration often use artificial flowers with some real flowers to artificially add background to the focus of perspective and set off the atmosphere. For example, the vegetable area uses vines and vegetables made of plastic to set off the theme.

⑤ Indoor flowers and trees are generally produced in tropical areas, so the indoor humidity is high. Due to environmental restrictions, indoor flowers are frequently changed, and daily maintenance is mostly limited to watering at night or supplementing a small amount of granular compound slow-release fertilizer.

⑥ When handling flowers and plants, protect the branches and leaves of flowers from damage, and pay attention to the sanitation and cleanliness of the place where flowers and plants are placed. Regular inspection of plants, proper greening and variety adjustment to ensure the growth and formation of plants, the survival rate of more than 95%, and the continuous growth of plants can make the indoor environment full of vitality and vitality.

7. Safety management

Commercial property (building) has a large area, many commodities and a large passenger flow, which requires a well-trained security and fire fighting team and a set of emergency measures in case of emergency. The basic requirement of safety management is to ensure the safety of property and maintain the management order of commercial property.

For the safety management of commercial buildings, we should pay attention to the following points:

① Combine the safety management in property management with the loss prevention requirements in commercial operation.

The composition of people flow in commercial buildings is complex, and almost any commercial organization has to face the problem of preventing items from being lost. Various security measures, including video surveillance and plainclothes inspections, are taken to prevent items from being lost. The security personnel of the property management institution shall, according to the requirements of the entrusted management contract, reasonably divide the work and clarify their responsibilities. If the management of commercial property has its own special security department (such as commodity loss prevention department), the property management institution should pay attention to defining the division of responsibilities with the loss prevention department, the division of responsibility areas and the docking procedures for specific work. If the management of commercial property entrusts the loss prevention work to the property management organization for management, the property management organization should clearly stipulate the specific setting and post responsibilities of each security post in its own safety management department, take effective measures through effective division of labor, and actively attach importance to the commercial loss prevention work while doing a good job in the security of the property community, so as to limit the loss of goods to a minimum.

② Combination of property safety management and property fire management.

Fire safety is an important part of property safety. Due to the dense personnel and expensive equipment, commercial property integrates property (production), and the loss of life and property caused by fire is immeasurable. Therefore, every security officer in the property management organization of commercial property should be a part-time fire safety administrator at the same time, with corresponding fire knowledge and skills, and find and deal with all kinds of fire hazards in time.

③ Combination of safety management and customer service.

There are many customers in the property management of commercial properties, including owners, tenants and commercial customers. Compared with other types of property management, due to the commercial characteristics of property, the property management of commercial property emphasizes the service of management, and security managers may receive various service requirements from customers at any time in their daily work. Therefore, the daily work of security personnel must be integrated into customer service, providing customers with all kinds of meticulous services and protecting the interests of owners, tenants and customers as much as possible.

④ Emergency treatment of emergency accidents

The overall environment of residential quarters is closed or semi-closed, and commercial properties are open. The concept of safety management in modern property management is becoming more and more complex and strict, which is not only limited to the safety of property, but also includes the safety protection caused by crimes, accidents, natural disasters and dangerous objects. With the development of society and the change of owners' needs, the responsibilities of security personnel are also increasing.

For high-density commercial properties (buildings), if emergencies are not handled properly or in time, it will cause immeasurable loss of life and property. Therefore, an effective emergency handling procedure must be designed, which must be prepared for fire, power failure control, water pipe burst, criminal activities, explosion threat, elevator accident, serious injury and other emergencies. All security personnel must work closely with the personnel related to the electrical, mechanical, traffic and control equipment of the property, as well as the owners and tenants.

Any safety plan should have four objectives: preventive measures, problem detection and alarm, containment of damage and prevention of further losses. The most advanced way to deal with property emergencies lies in preventive measures. Because the property manager can't predict the accident accurately in advance, when designing the safeguard scheme, we must consider all possible situations of any emergency as much as possible and deal with it as much as possible. Some specific preventive measures, such as: preparing the elevator in advance to evacuate the injured people on the floor where the accident occurred in an emergency; Promote the use of nonflammable and fireproof furniture and materials among tenants; Regularly organize owners and tenants to hold various emergency training and activities; Prepare an emergency procedure manual and put it in the hands of all property staff, owners and tenants; Reserve a small amount of emergency supplies.

In case of emergency, personal safety comes first. Property management personnel should perform their duties according to the designed basic emergency procedures, immediately establish personal contact with the owners and tenants, and announce the crisis state and solutions. Property managers must go all out to avoid greater losses, and the best way to reduce business losses is to resume normal work and operation as soon as possible.

The importance of improving security also includes preventing criminal activities. Some parts of commercial buildings are prone to criminal activities, such as the parking lot in the commercial center, which is the main place where criminals and gangsters often move. In this regard, there are many areas that need improvement in property management institutions, such as: increasing lighting to enhance customer safety; There should be no hiding places near sidewalks and parking lots; The sentries provided for customers should be arranged in important positions such as parking lots. More well-trained security personnel and high-performance security equipment can improve security and reduce crime to some extent. Property management agencies of commercial properties should strengthen contact with local public security departments and obtain necessary consultation and help. In addition, tenants should inform each other immediately if they find suspicious behavior, which will reduce criminal accidents caused by mistakes.

8, facilities maintenance management

The high starting point and high-quality equipment and facilities of commercial property (building) need advanced modern management means and professional maintenance technology. Therefore, in terms of maintenance, there must be a professional team to strengthen the maintenance of various facilities and equipment of the property, such as air conditioning equipment and elevator facilities. Due to the frequent use of commercial properties (buildings), it is particularly important to carry out preventive maintenance and daily inspection of building floors and equipment. The interior of commercial buildings belongs to a highly crowded area, so the air conditioning must be suitable and manned vehicles must run safely for a long time. Therefore, it is necessary to strengthen the maintenance of all kinds of facilities and equipment, reduce the downtime rate, deal with all kinds of equipment failures in the open operation of commercial properties in time, ensure their normal operation, and provide convenient and uninterrupted services for property owners and users.

9, fire management

Modern commercial properties (buildings) are mostly three-dimensional buildings, and the mechanical and electrical equipment is more complicated, so its fire fighting work is more difficult and important. The purpose of fire control work is to prevent the occurrence of property fires, minimize fire losses, provide a safe environment for owners, tenants and customers, and ensure their lives and property safety. The common causes of fire in commercial buildings are improper handling of cigarette butts or kindling, fire caused by electrical appliances, careless decoration and so on. The commercial building is crowded with people, and the evacuation pressure is great in a short time. Fire exits must be kept clear, and people can be evacuated in time in case of emergency. Commercial buildings should be equipped with fire-fighting devices and equipment, such as fire alarm system, emergency generator, emergency lighting system, shower system, air conditioning system, etc., in strict accordance with the specific relevant provisions of the national fire department. The indication signs of various fire-fighting facilities and fire exits in the building must be complete, complete and clear, and all fixtures, equipment or decorations must meet high safety standards to ensure that customers, especially children, will not be accidentally injured. The fire management of property must also pay attention to the joint management of property management institutions, owners and tenants (users), and form a fire management network with property management companies as the mainstay and owners and tenants as the supplement. Attention should be paid to combining fire propaganda with strengthening fire management, so as to truly implement various fire management measures.

10, vehicle management

Commercial properties (buildings) are generally located in the local business district, with limited land and various parking lots and parking spaces in short supply. According to a typical survey (data from Beijing Zero Market Research Company), 70% of the actual consumers in commercial buildings (shopping malls, shopping centers, shopping centers, etc.) (about 40% of the total passenger flow). ) Is it a passenger or a driver? For a mature commercial building, the reasonable ratio of construction area to parking area is 4∶ 1. Due to the tight supply of parking areas, it is difficult to implement orderly traffic management. All kinds of parking lots (above ground and underground parking lots) of commercial properties should be rationally planned, use management should be strengthened, and use efficiency should be improved. It is necessary to ensure good traffic order and vehicle parking order in the property management area, and to ensure that the vehicles of owners, tenants and customers are not damaged or stolen. We should also pay attention to combining vehicle management with environmental management, public security management, fire management and traffic management. For example, environmental management requires vehicles and personnel to keep the parking lot clean and prohibit littering. In terms of fire management, fire hydrants and equipment are set up according to fire requirements. Do it not only to facilitate customers' transportation and attract customers' consumption, but also to maintain a clean and tidy property environment and maintain the safety and traffic order in the property area.

1 1, male * * *

① Commercial community culture

Cultural activities in commercial communities are of great significance to all units and individuals in commercial properties. First of all, the development of cultural activities is conducive to the formation of a harmonious, harmonious and peaceful atmosphere in the property community, close communication between internal commercial units, and provide channels for communication between them. As the saying goes, harmony can make money. Secondly, by carrying out various forms of commercial community cultural activities, it is beneficial to strengthen communication between owners, tenants and property management units, enhance mutual understanding, resolve conflicts in time, and make property management work smoothly. Third, developing cultural activities in commercial communities is conducive to arousing the sense of honor of all owners and merchants and creating a famous brand effect. For example, by organizing cultural activities such as owners' tours, concerts and entertainment competitions, on the one hand, it can arouse the participation consciousness of all owners and tenants, on the other hand, it can also improve the visibility of the property and bring considerable commercial effects to the property. Fourth, by carrying out cultural work, we can ensure the "safety and civilization" of the property community and lay the foundation for its stability and long-term development.

② Commercial promotion and promotion activities

It is essential to strengthen contact with various business units (merchants) of commercial property and organize all-round promotion activities. Property management agencies can carefully plan and actively cooperate with the management of commercial properties, organize, publicize and carry out various marketing activities, such as demonstration performances, exhibitions, joint promotions, seasonal social activities, etc. Strive to provide all kinds of thoughtful and meticulous services to attract customers. In this way, on the one hand, it can increase the bustling atmosphere of the commercial building and promote the contact between merchants and property customers, on the other hand, it can expand the popularity of the commercial building and attract a large number of customers to spend.

In short, the core content of commercial property management institutions in dealing with the relationship between the public and property is to strengthen and close contact with property operators, owners and tenants in various forms through various effective communication channels, and to clarify the professional division of labor with property operators in business cooperation. Property operators are responsible for the commercial operation of property, and property management agencies are responsible for property management. The two sides have a reasonable division of labor and make joint efforts to achieve the goal of joint operation and overall development.

For more information about project/service/procurement bidding, and to improve the winning rate, please click on the bottom of official website Customer Service for free consultation:/#/? source=bdzd