Pre-property management scheme

A, XX project property analysis:

1, the property has a wide geographical scope and strong closed communication.

2. Buyers are high-level customers in the real estate market, with high requirements for privacy and security of residence and strong tolerance for real estate consumption;

3. The purpose of the purchased real estate is complex, with residential needs, office needs and club needs;

4. Property management is a mixed management, that is, the management of rivers and municipal roads, and the management of customers' private facilities and services.

Second, according to the above analysis, the suggestions for XX project property are as follows:

1. It is suggested that the cleaning management should be separated, that is, the cleaning work of rivers and municipal roads should be separated from the cleaning work provided for the owners. Because the cleaning of rivers and municipal roads is a public and social work in the project area, its requirements for specific environmental sanitation standards and personnel quality are different from those for directly providing cleaning services to owners. Separate management is conducive to reducing the cost of property management. If necessary, this part of the work can be subcontracted to the outside world through the property company.

2. Highlight two systems of property management, namely, emergency handling system and owner's butler service system.

Three. Daily services provided by property management:

1, river cleaning and water quality protection (such as planting aquatic green plants to improve water quality and stocking fish according to seasons to enhance the river landscape effect;

2. Clean municipal roads;

3. The cleanliness of the owner's courtyard environment (mainly for seasonal changes, such as dust accumulation or wind-blown leaves)?

4.24-hour water and electricity maintenance;

5. Regularly remove the owner's domestic garbage;

6. Daily maintenance of water, electricity, gas and other equipment;

7. Planting and maintenance of greening within the project scope;

8. Collection and payment of the owner's energy expenses;

9. Insect killing and deratization of flowers and trees are carried out regularly;

10, apply for temporary residence permit and other community certificates;

1 1. Archives management of the owner's compound.

Four, the property special service-butler service system:

1. Butler service means that the butler is responsible for providing the best possible service to the owner, including security, cleaning, chefs and drivers. The butler service proposed for the Yu He project should be understood as providing as many services as possible for the owners through the efforts of the property manager, and solving the needs of the owners in life and travel at any time.

2. Butler service suggestion: 2-3 people are responsible for the service requirements that three or four owners may put forward at any time. Owners have needs, only for the responsible housekeeper, who is responsible for solving the problems raised by the owners as much as possible; Any service provided to the owner must be accompanied by the property manager. In this way, the owner's request is handled by a special person, which avoids the problem of mutual shirking and improves the efficiency of solving problems. At the same time, all kinds of services to the owners are also led and accompanied by the property manager, which increases the owner's sense of identity with the property personnel and avoids the unsafe factors brought to the owners by strange staff.

3. The contents of the butler service:

A, the shopkeeper ordered to deliver newspapers (newspapers need ironing, free of charge)?

B, lead employees to complete the housekeeping service requirements put forward by the owner (paid)

Indoor cleaning

Move, move things

Cleaning and maintenance of floors and carpets

Collect washed, mended and ironed clothes.

Indoor flower arrangement and decoration

Daigou daily necessities

Vehicle cleaning service

Family nursing management

Pet care management

C, provide car shuttle service for car owners (pay and make an appointment in advance)

Five, XX project safety management:

1, daily work of the security department:

24-hour fixed security post on duty

Security and fire patrol of 24-hour mobile post

Safety management of vehicle parking

Road traffic and people flow management at special time.

2, safety facilities and equipment:

central control room

Access control intercom system connected with central control room

Image monitoring system

guard tour system

A smoke alarm system shall be set in the key part (kitchen) of the owner's courtyard.

Parking management system (if there are large-scale public parking spaces to be managed)

Safety equipment (walkie-talkies, fire extinguishers, batons, etc.). )

3. Entrusted special services provided by the security department:

Etiquette safety

Short-distance escort (mainly for the safety of the owner when he goes out with valuables)

(The above two services need to be accompanied by a property manager, which are paid items. )

Six, the establishment of emergency response system

The property safety of the owner is the key to the property management of this project. In addition to providing general safety methods, a linkage system should be established to ensure timely control of the development of the situation in an emergency and reduce the loss of the owner. The process of emergency handling system is as follows:

1. In case of emergency, the owner will report to the central control room through the entrance guard intercom system (or directly find the property manager);

2. After receiving the alarm, the central control room respectively informs the property manager, patrol security guards in the area and standby security guards to rush to the scene to control the development of the situation;

3. The property manager should report the site situation to the property manager on duty;

4. The property manager decides whether to call the police according to the property manager's report on the site (1 10,19,120,999, etc.). ).

Early Property Management Plan (2)

Customer service department of the company's previous stagnant projects:

In order to effectively carry out on-site property management services, realize standardization of management and services, and implement brand strategy. According to the relevant laws, regulations and documents related to property management, formulate the Interim Plan for the Implementation of Property Management Services for Pre-settled Projects.

First, the overall goal is to implement standardized management and ensure service quality.

Second, clarify the property management structure and related job responsibilities of the pre-stagnation project.

1. Clarify the property management structure of previously stagnant projects.

The company is responsible for the property management of the pre-entry project by a special person, and vertically manages the customer service department of the pre-entry project in a unified standard. At the same time, improve the service quality supervision and guarantee system, that is, set up the pre-stationing project quality guarantee department, and the inspectors will implement effective supervision and management in accordance with the Interim Plan for the Implementation of Property Management Services for Pre-stationing Projects and the Employee Manual.

2. Establish and improve the job responsibilities related to the previous stagnation project.

Three, establish and improve the standardized workflow and service standards.

(A) clear customer service work plan

Standard: the property consultants who entered the project in the early stage shall implement a weekly written report system.

1. Submit this week's project work report before 17: 00 every Friday afternoon.

The contents of the report include: contractors, non-contractors, analysis of existing problems and causes, analysis of customers' opinions and needs, suggestions for work improvement, work trends of development and construction units, and introduction of the project site.

2, submit a written report on the site construction progress and project progress records every month.

The contents of the report include: project progress, existing problems and causes analysis, suggestions for work improvement, and work trends of development and construction units.

3. Work plan and key points for next week.

4. Rationalized suggestions and opinions

5. Others

(2) Define the preliminary work plan of the weekly meeting system of the project leader.

1. The weekly meeting will report the preliminary work of each department and put forward the work plan and key points for next week.

2, study and analyze the work reports of various departments

3. Study and analyze the new trend of property management.

4. Implementation of training and communication

5. Study and analyze the service quality report.

6. Others

(3) Establish and improve the supervision and guarantee system for the service quality of the property in the early stage.

1. Set up the quality assurance department of the previously stagnant project and determine the quality supervisor.

2, clear working procedures

A, inspectors at least twice a day to supervise and inspect the various departments stationed at the scene, and according to the actual records, to rectify the non-standard service site.

The inspection contents mainly include: dealing with people, gfd, dining, labor discipline, on-site order maintenance, cleanliness and hygiene, etiquette norms, etc. Standards shall be implemented in accordance with the provisions of the employee handbook.

The inspector shall submit a written report and analyze the improvement suggestions before 17: 00 every afternoon.

B. Every month, the inspector conducts a written investigation on the site supervisor of the sales department and the site direct contact person, and analyzes and studies the relevant data.

The specific investigation content is attached to the questionnaire of service quality of the pre-project of XX Property Company.

The inspector shall submit a written report and analyze the improvement opinions before the end of each month.

C. In the early stage of each quarter, the resident project leader makes a written investigation on the legal person or the person directly in charge of the development and construction unit, and at the same time () studies and analyzes relevant data.

The specific investigation content is attached to the questionnaire of service quality of the pre-project of XX Property Company.

The person in charge of the resident project or the person directly in charge shall submit a written report at the first regular meeting of each month and report to the company's office meeting at the same time.

(four) to coordinate the project development and construction units to establish a customer reporting system.

1, formulate a standardized contact letter system.

2. Establish and standardize the regular meeting system.

3. Assist in establishing customer contact reporting system.

Fourth, establish a long-term improvement mechanism.

1. Establish a property management service research institution for the previous project.

2. The main tasks of research institutions at present

First, study and summarize the project opening order implementation plan.

B, formulate and improve job responsibilities, site management system, employee handbook, etc. The preliminary work of the project leader, property consultant and relevant personnel.

Write general training materials for property management services.

D, plan to write the project property management plan.

E. Effective implementation of image planning system

Conduct internal training for the property management personnel of each building in a planned way.

G, do a good job in the research of new technologies, new materials and new schemes.

Early Property Management Scheme (3)

I. Preparations for Property Management

(1) Managers, plumbers and security guards should get in touch with the drawings in advance, be familiar with the building structure, performance, water and electricity pipeline layout, and matters needing attention in the management of intelligent security monitoring system, and strengthen training, so as to lay a foundation for future improvement, maintenance, repair, preservation and appreciation, and solve the worries of the owners.

(2) Establish and sort out the detailed information of the building, organize and sort out the equipment files, data files and owner's data, so as to achieve complete files and orderly management.

(3) According to the relevant documents and the residential characteristics of this community, formulate the community owners' convention, management responsibilities and staff rules and regulations.

(4) Formulate detailed equipment, facilities maintenance, house maintenance plan and inspection system, water and electricity facilities equipment inspection plan, public lighting maintenance plan, monitoring and fire protection system maintenance plan, etc.

(5) Standardize the daily management of each department, do a good job in personnel deployment training, all employees must be in place within one month, and conduct on-site training according to the characteristics of project management to improve the actual combat quality.

Second, the daily management and service work after the takeover

(a) the establishment of a reception desk, equipped with full-time staff, to receive residents during the day, to handle public affairs within the scope of services, and to accept residents' consultations and complaints. The service follows the "twelve-character policy" (i.e. politeness, enthusiasm, friendliness, optimism, initiative and equality).

(2) Safety work:

1. Security personnel should wear uniform and neat clothes, and be polite and enthusiastic.

2. Security shift: 24-hour duty and patrol.

3. The entrance and exit management of the doorman should be strict, the visiting vehicles should be registered, and the relocated items should be certified by the owner.

4. Give full play to the role of 24-hour TV monitoring system, TV split-lens monitoring system and electric control anti-theft lock at the door, and do a good job in intelligent management of the community.

5. Do a good job in fire control, establish a responsibility system for fire prevention and theft prevention, and regularly check fire-fighting equipment.

6, the establishment of fire safety system, to carry out fire knowledge publicity and education activities.

7, equipped with fire control system facilities and equipment, can start at any time.

8. The entrances and exits of residential areas are clearly marked, and all groups, buildings, units (doors) and residents are clearly marked, and there is an emergency plan for sudden fire.

9, strengthen contact with the city security and the nearby police station, establish defense, * * * cooperate to maintain the safety of the building, in order to create a good public security environment.

10. Vehicle receiving and dispatching card, entering the garage and parking lot under the command of security guards. Foreign vehicles are not allowed to enter without permission, and bicycles, motorcycles and electric vehicles are managed by special personnel.

(3) In order to ensure the public order in residential areas and the safety of life and property of all owners, these Provisions are formulated in accordance with the Regulations of People's Republic of China (PRC) Municipality on Punishment of Public Security Management Companies:

1. All owners (residents) shall truthfully fill in all information of permanent residents in the owner registration form and leave emergency contact information;

2. The management company is responsible for maintaining the public order in the public area of the residential area, and the staff and security personnel of the management company have the right to check and correct the behaviors that violate the management regulations of the residential area; The safety of the house is the responsibility of the owner or user;

3. The community implements quasi-closed security management measures, and the security guards of the management company are on duty 24 hours a day. Owners (residents) should actively cooperate with the management company to prevent public security incidents in all walks of life;

4. The owners (residents) shall not illegally store inflammable, explosive, toxic and radioactive materials, and shall not use the house to engage in activities that endanger public interests or infringe upon the legitimate rights and interests of others;

5. In order to protect the interests of the owner, individuals who leave the community hand in hand with boxes, packing boxes and bulky items need to fill in the registration form of item relocation in advance and get the approval of the management company (the owner's consent is required for the user of the house) before leaving;

6. Any resident who moves out of the residential area shall notify the management company in advance, fill in the registration form for the removal of goods, and leave the residential area only after being signed by the owner and verified by the management company;

(4) Environmental sanitation and greening work:

1, public * * * health area, send full-time health workers to do garbage daily cleaning, corridor cleaning every three days 1 time, stair handrails scrubbing every three days 1 time; * * * Part of the glass used is cleaned quarterly 1 time; Street lamps and corridor lamps shall be cleaned once every six months 1 time, and the accumulated water and snow on the main roads of the residential area shall be removed in time.

2. The living quarters shall be provided with garbage bins according to the buildings, and the garbage shall be bagged, stacked at fixed points and cleaned regularly.

3. Keep the used parts of the secondary decoration of the house clean, and regularly clean up the phenomena of scribbling, occupying and misplacing, and piling up sundries.

4, do a good job of secondary water supply hygiene inspection, regular cleaning, and make a good water quality test report; * * * Rain and sewage pipes are dredged every year 1 time; Check every quarter 1 time, and clean up in time; Septic tanks are inspected every six months 1 time, and cleaned once a year.

5. Hire a full-time gardener to carefully maintain and trim the greening of the community. According to different varieties, customs, seasons and growth periods of greening, different maintenance priorities are determined in time and different maintenance schemes are formulated to provide an elegant environment for the community.

(5) Environmental and Health Management Regulations

In order to keep the community clean and tidy and create a safe, civilized, elegant and comfortable living environment for all owners, the following provisions are formulated:

First, the management of solid garbage bags in this community, all owners (residents) should fasten the garbage bag mouth when dumping garbage and put it into the trash can in front of the building.

2. No spitting, littering, sewage and defecation are allowed in any public place in this community.

Third, don't throw garbage, vegetable leaves, cloth scraps, plastic bags, waste paper and hard shells into the sewer. If it is blocked or damaged due to improper use, the owner (resident) shall promptly notify the management company to deal with it and bear the corresponding expenses.

Four, any public * * * places in residential areas, are not allowed to scribble and paste, offenders should be responsible for painting, update costs, in case of children, parents should be responsible.

5. Anyone who posts, advertises, slogans and leaflets in public places will be ordered to clean up the site within a time limit and restore to the original state, and the responsibility of the parties concerned will be investigated as appropriate.

Six, pet owners (residents) should abide by the relevant regulations, and properly manage their pets, pets are not allowed to howl and urinate loudly in public places.

Seven, keep the community quiet, not in the rest time (12. 00- 14。 00, 19。 00-8。 00) make noise.

Eight, care for the greening of the community, do not trample on the lawn, do not climb flowers and trees, do not dry clothes in public places.

(6) Strengthen the follow-up management of secondary decoration. The owners' committee assists the management office to sign an agreement with the owners on the relevant provisions of the secondary decoration, checks it once a day, coordinates the neighborhood relationship, guides the owners to decorate according to the regulations, and guarantees the quality of the house.

(seven) actively carry out convenience services, establish a hotline to facilitate the owners, provide intermediary telephone for the owners, and facilitate the owners to purchase tickets, hire nannies, hire hourly workers, etc.

(eight) according to the situation of the community, smiling, warm and thoughtful, provide civilized services, and do our best to satisfy the owners.

III. Provisions on the Administration of Residential Vehicles

1, consciously abide by the traffic management regulations of the community, take good care of roads and public facilities, and don't throw them around;

2. Pay attention to the prescribed safe distance when parking vehicles in the management area;

3. The vehicle administrator should remind the owner to lock the door after parking, set the anti-theft system to alert state, and carry valuables with him.

4, motor vehicles in the property area, the speed shall not exceed 5 kilometers, it is forbidden to overtake, motor vehicles in the property area is prohibited to whistle;

5, are not allowed to test, repair, practice anywhere in the community;

6. It is not allowed to crush the green grass to damage the pavement, road signs and all kinds of signs. If there is any damage, it should be compensated according to the price;

7. It is forbidden to park vehicles on sidewalks, driveways and fire exits (motor vehicles can only be parked in designated parking spaces in parking lots, and non-motor vehicles must be parked in special venues (except fire engines, police cars and ambulances);

8, do not damage the parking lot fire, communications, electrical appliances, water supply and other public facilities;

9. Keep the parking space clean and don't throw debris and garbage on the ground. If there is oil leakage or water leakage, the owner should deal with it immediately.

Fourth, the management mode.

(1) The management mode to be adopted

Service quality is the foundation of an enterprise's survival, and the management office must implement the following standards: seamless management, standardized service, feedback on complaints, time limit for handling affairs, uncompromising assessment, strong rewards and punishments, and sincere opinions. If property management wants to be flat, it is necessary to give full play to the role of the community as a whole and form a "* * * construction" mechanism closely linked with property management enterprises, owners' committees, community neighborhood committees, police stations and other departments.

(2) Organization of management office

1, office:

(1) Responsible for daily affairs, sending and receiving newspapers and letters.

(2) Check the maintenance and cleaning of buildings and greening.

(3) Coordinating neighborhood relations.

2. Engineering Department:

(1) Responsible for quality inspection of houses.

(2) Establish a maintenance plan for equipment and facilities.

(3) Do daily maintenance.

3. The finance department:

(1) Manage the finances well.

(2) Responsible for daily management fees, rent, agency fees, etc.

(3) Purchase daily maintenance equipment and distribute the equipment uniformly.

4. The security department:

(1) Select security guards and do a good job in the training and management of security guards.

(2) Strengthen fire inspection, do a good job of fire prevention and theft prevention, and maintain good public order in the community.

(3) Establish network security with streets and strengthen the security of surrounding environment.

(3) Management staffing

1, project manager 1, fully responsible for the daily affairs management of the community.

2. There are 4 property managers and customer service departments, who are responsible for building inspection services and fees.

3, 6 plumbers, responsible for the daily water and electricity and engineering maintenance of the community.

4, cleaning staff 20 people, responsible for community public health, full-time cleaning.

5, greening chemistry 2 people, responsible for the daily maintenance of community greening.

6. There are 14 security guards on duty 24 hours a day.

Verb (abbreviation of verb) property management service commitment

Our company will take "people-oriented, scientific management, handling affairs according to law, and sincere service" as its purpose. In addition to using the previous successful experience in the management of this community, we will also make new attempts in the following aspects: introducing the methods and technologies of system engineering, improving the comprehensive management level, and adopting advanced management methods such as planned target management, total quality management, and coordinated management of supervision and management. According to the requirements of ISO900 1:2000: 2000 international standards for quality management and quality assurance, explore and gradually embark on the road of standardization of property management; Always emphasize the service owner (tenant) as the focus of management.