Annual work summary and work plan of property front desk

As the staff of the property front desk, remember to make the next work plan after summing up. The following is the Annual Work Summary and Work Plan of Property Front Desk compiled by me for reference only. Welcome to reading.

Annual work summary, property front desk, work plan (1) It's been more than two years since it came to the customer service department of xx Garden, and Ryutsuki in Changgou fell silent, and time is fleeting. For xx Property Customer Service Department, 20xx can be said to be a year of continuous development and striving for high-quality service. While constantly improving and perfecting all kinds of work, we have ushered in a brand-new force to join our team, and it is our unremitting pursuit to build a solid and courageous team spirit.

Among them, the work of the property front desk customer service department has been concerned and strongly supported by the company leaders, and various work systems have been continuously improved and implemented. The concept of "customer first, honesty and trustworthiness, hard work" has been deeply rooted in the hearts of managers and integrated into the daily work and life of every customer service staff. The new year is coming. Looking back on the work of the past year, there are gains and losses. Personal work in the past year is summarized as follows:

First, deepen the understanding of the company's various rules and regulations and the post responsibility system of customer service assistants.

In the spirit of "20xx", I will constantly learn and master the relevant laws and regulations on property management and service charging standards, and be familiar with the basic situation of community owners, facilities and equipment. In 20xx, we devoted ourselves wholeheartedly to improving the sense of teamwork, and made continuous progress towards the goal of excellent service under the leadership of the company, which was widely supported, understood and positively praised by the owners.

Second, deeply understand and master the basic situation of the overall project of the park, integrate theory with practice, and actively participate in learning and training.

Since the handover began in 20xx 10, the first phase of the whole project in the park has completed xx buildings, including xxx households and xx units. The second phase of the project has been completed in xx building, with ***xx households and * * * units. On the whole, the xx building has been taken over, and xx households have moved in, among which xx households have the conditions to move in, and XX households have not moved in. * * * There are xx sets of idle houses, including xx sets of vacant houses, xx sets of model houses, xx sets of project funds, xx offices borrowed by the construction unit, and xx households have the conditions to stay.

Consciously accept the training and assessment of the quality department, master the basic operation process of the customer service department, cultivate a high sense of responsibility and professionalism in the study and work, strive to do the work carefully, actively contact the construction unit to maintain the owner's home, and pay a return visit to the owner in time.

Third, implement the job responsibilities of customer service assistant and complete other tasks assigned by customer service leaders in time.

1. Complete the inspection and record of vacant houses once a month, and find xx cases of equipment, facilities and hidden dangers, correct irregularities and violations of decoration management regulations, and issue xx rectification notices when checking the situation in the area of responsibility every day, including decoration garbage piling, sanitation in the area of responsibility, occupation of public areas by the owner, unauthorized modification of equipment and facilities by the owner, stacking of sundries in air-conditioned seats, hanging of advertising banners and so on.

2. Be responsible for tracking the maintenance of waterproofing in the park, checking the water leakage on site and making records, notifying the construction unit to repair and deal with all kinds of water seepage and water leakage, including xx households, requiring customers to recover compensation and reporting it to the department manager step by step for proper handling.

3. Contact the construction unit at any time to repair the civil plumbing in the responsible area, and the treatment rate is above 98%. The rest are hidden dangers left by the owner in the decoration process, and the owner has done a good job of communication, explanation and treatment.

4. Responsible for handling the problems of guardrail and guardrail glass in the park and following up the maintenance results. We contacted the construction party many times and the maintenance failed. Up to now, there are still xx owners' problems that have not been properly handled.

5. In order to improve innovative and high-quality services and bring more comfortable and warm living environment to the owners, we actively carry out the collection of property service fees in xx community for 20xx-20xx years (the deduction of property fees due to delayed delivery is not counted during the settlement period), and xx households have expired, urging xx households to collect them, xx households have expired and xx households have paid them. Among them, the unpaid owners need to continue to make dunning and explain the vacant houses that have not been renovated in other places, and some owners have objections to the problems left over from the maintenance of the previous projects. At this stage, the focus of work needs to be more focused on the follow-up maintenance and the handling of problems left over from construction, so as to satisfy the owners and ensure the smooth collection of property service fees.

Fourth, bring forth the old and bring forth the new, and constantly improve their own literacy and service quality.

Owner's satisfaction is the ultimate goal of property services, honing and shaping self-character at work and improving their psychological quality. As for me who is inexperienced in social work, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help, care and tolerance of my leaders and colleagues, especially under the careful guidance of Manager Ding, I dare to challenge and my personality has further settled down.

I realized the importance of details in my work and life. Details are often ignored because they are "small", which often makes people feel cumbersome and too busy. Therefore, we should always keep in mind the leadership's emphasis on "fine service, generating returns and benefits from details."

20xx is a year of continuous exploration and self-pursuit. In the new year of 20xx, I will try my best to correct the shortcomings in my work in the past year, and constantly improve and strengthen in the following aspects:

1. Continue to learn the basic provisions of property management and master relevant laws and regulations.

2. Strengthen basic work skills such as copywriting and tabular data, and be familiar with relevant property management case analysis.

3. Further improve their own character, improve work patience, pay more attention to details, strengthen work responsibility, and cultivate work enthusiasm.

4. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities and keep up with the company's progress.

Don't think about whether you can succeed, since you have chosen the far convenience, you only care about the bitter. No matter whether there will be cold wind and rain behind us, since the goal is the horizon, what is left to the world can only be the back. Set out, you will reach your ideal and destination, work hard, you will achieve brilliant success, and you will reap your seeds. Pursue, and you will taste an upright life. Cheer yourself up and make more brilliant achievements under the leadership of company leaders in the new year.

Annual work summary, property front desk and work plan (2) Time flies, and the new year 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 property 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. I began to engage in property reception in xx, 20xx, 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 property front desk work

Before working in XXX 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 property front desk work plan

Based on my love for property reception, 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!

Annual work summary, property front desk and work plan (3) Time flies. I have been working in xx Property Management Co., Ltd. for more than a year. With the support and help of the company leaders and the joint efforts of my colleagues, I successfully completed the work according to the company's requirements and deployment.

Through more than one year's study and work, I have made great progress in my working methods. Now I will summarize my work for more than a year as follows:

First, the daily work of the property customer service receptionist

Because the work of customer service department is directly facing the owners of the residential area, customer service department is the most important part of the image of residential property company. It is precisely because of this that the company has formulated the service tenet of "let you satisfy every day" and all the "five ones" quality culture policies for customers and senior leaders, one-vote veto system, meticulous attitude and one-stop style. The daily work of the customer service administrator mainly includes: receiving the owner's visit; Handle the complaints of the owners; Handle the contact, follow-up and return visit of the owner's application for repair.

Second, strengthen learning and improve business level.

Because I feel that my knowledge, ability, experience and position have a certain distance, I have never dared to take it lightly. For more than a year, I have been constantly strengthening the study of professional knowledge. In this respect, the company has also strengthened the training and assessment of professional knowledge, allowing us to flexibly use relevant professional knowledge in our work, so that our business level has indeed made some progress. After continuous study, I have accumulated experience and knowledge, and all of them have certain working ability, and can independently deal with various problems in daily work. Be able to treat all tasks with a correct attitude, love your job and try to implement certification in practical work. Actively improve their professional quality, strive for the initiative in work, and strive to improve work efficiency and quality.

Third, the existing problems and the direction of future efforts

Through the summary of this work, we did find some problems, mainly in:

First, because I didn't know much about the property management specialty at first, a lot of work was done while groping, so that sometimes I couldn't do it with ease, and the work efficiency needed to be further improved;

Second, some work is not detailed enough, and some work coordination is not in place;

Third, the theoretical level of relevant majors can not fully meet the requirements of Okada for a qualified administrator. One of the most important tasks of a property management company is to collect property fees. We have preferential policies for property fees every year, which can improve the collection rate of property fees, measure the service quality of our company and reflect whether the owners are satisfied with our work.

Fourth: Repairing the moldy wall is also one of the priorities of our work in the coming year. Therefore, the leaders of the property company and the person in charge of the real estate analyzed the main reasons: first, the phenomenon of cold bridge, and second, the water accumulated on the wall. Therefore, the maintenance plan is made; As soon as our customer service department receives a call to repair the moldy wall, it will report the situation to the person in charge of the building. The more important person in charge of the real estate will personally go back to see, analyze the situation, arrange maintenance personnel to deal with it in time, and try to satisfy the owners.

In the future, efforts will be made to improve property management knowledge, service attitude and work level. Constantly strengthen learning, broaden knowledge, and strive to learn property management knowledge and related legal knowledge. Strengthen the understanding of the development of property management companies, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and make a good overall plan for the company, but understand the previous situation; We should pay more attention to the style construction of our department, strengthen management, unite as one, work hard, and form a good working atmosphere in our department. Continuously improve the service level and support of the owners and other departments.

I will serve the owners with full enthusiasm, safeguard the interests of the company, actively provide quality services for the owners, create higher value for the company, and strive to achieve greater and better work results.