The professional knowledge required by the security captain to complete the work.

First, the concept and characteristics of safety management

(A) the definition of safety management

Safety management is a series of management activities carried out by property management companies to prevent theft, sabotage, hooliganism and disasters. The purpose is to ensure that the property in the property area managed by the property management enterprise is not damaged or injured, and the normal work and life order is maintained. Safety management plays an important role in modern property management, which ensures that owners and users live and work in peace and contentment, lays the foundation for social stability and is an important element of successful property management.

(B) the characteristics of safety management

1 is comprehensive and difficult to manage.

2. Strong service.

3. The personnel quality is high.

(3) Basic code of ethics for security personnel

1. The Regulations on the Administration of Security Services in Guangdong Province was adopted at the ninth meeting of the Standing Committee of the Ninth People's Congress of Guangdong Province on April 2, 1999, and came into force on July 0, 1999.

2, the important role of laws and regulations

Strengthen the management of security service organizations and security guards, standardize security service behavior, make them give full play to the role of security service, and assist public security organs in maintaining social order.

3. Safety professional ethics

A, love their jobs and be loyal to their duties; B, obey the law and dare to protect the law;

C, regardless of gains and losses, be brave in dedication; D, civilized duty, be polite to others;

E, honesty and selflessness

4. What principles should be followed in the appointment of security guards?

First, the principle of having both ability and political integrity; B, pay attention to achievements and encourage competition;

C, talent is the lift, quantity is the use; D, bold promotion and bold use

5. The basic qualities that security guards should have in practical work.

A, political quality-politically reliable, ideologically qualified, and good professional ethics.

B, professional quality-know general relevant legal knowledge, have a solid basic knowledge of safety business, and have keen observation thinking and adaptability.

C, good cultural quality, able to complete duty records, on-site monitoring records, writing work summary, asking for instructions, investigation reports, work briefing, etc.

D, physical quality-security work is full of dangers, and it is often necessary to prevent crimes and stop illegal infringement. Therefore, it is required to have good physical fitness and be able to fight, and the front-line duty personnel should not be too old.

6, the basic requirements of security personnel management:

First, adhere to the combination of legal management and scientific management;

B, adhere to the combination of strict and civilized management;

C, adhere to the combination of general ideological and political work and the actual situation of security personnel.

7. Management by objectives of safety work: quantify the safety work, then decompose the quantified indicators and implement them layer by layer, operate around these objectives, and establish a responsibility system to keep the safety work under effective control.

8. Nature of security service: it belongs to the tertiary industry, is a special service industry, and has the nature of enterprise.

Conditions for establishing a security service organization:

(1) has full-time management personnel.

(2) Have a fixed office space.

(3) Having a certain number of security personnel.

(4) Have a sound management system and a reward and punishment system.

9. Thinking mode of safety management

(1) We should put "prevention first" to prevent mistakes in our work.

(2) First of all, there must be a "work goal" to decompose the work goal.

10, security function

(1) Security functions can be divided into management and service.

(2) Management can be divided into patrol on duty, monitoring, internal security, fire fighting and abnormal situation handling.

(3) Services can be divided into consulting and answering, providing services within one's power, handling complaints and establishing one's own image.

1 1, the basic principles of safe work

(1) In-situ elimination principle

(2) the principle of unified command

(3) Standardized management and programmed operation

(D) the principle of competition for posts

(5) the principle of training qualified posts

(6) the principle of obeying orders

(7) the principle of hierarchical management

(8) The punishment is based on the assessment results.

12, as a property safety officer should have knowledge.

(1) military skills

(2) Property management knowledge

A. Basic operation mode of property management company

B. Basic work links of property management companies

C. Expected management

D. Secondary decoration

E. Completion acceptance

F. Transfer of goods

G. Recovery and possession

H. inspection

(3) Public management system

(4) Relevant property knowledge

(5) Relevant property management laws and regulations

(6) Relevant legal knowledge

(7) Basic knowledge of architecture

13, post service knowledge and civilized language

(1) service definition: the contact activities between suppliers and customers, and the results of internal activities conducted by suppliers to meet customers' needs.

Customer: the recipient of products provided by suppliers. Product: the result of an activity or process.

(2) How to serve well: Learning to serve means learning to be a man and being kind to others; It is difficult to be a man, because everyone has his own mentality. The twelve-character policy of service work: courtesy, friendliness, optimism, enthusiasm, patience and equality.

(3) Smile for three meters. Smile when customers come to you. Smile from the heart when making eye contact with the other person, which will create an equal and relaxed conversation environment and achieve "self-confidence, friendliness and optimism"

(4) How to reflect the quality of employees?

Be friendly when greeting customers.

B. respond to customers' requirements in a timely manner.

If you meet an emotional customer, show them concern.

D, when explaining the situation, directly make eye contact with customers;

E greet customers, such as "good morning" or "good afternoon";

F. During the conversation, the customer's name must be used at least twice.

G, the security guard is a competent waiter when treating guests, and a civilized and polite administrator when dealing with uncivilized behavior.

(5) Basic requirements of service: "Please be the first word and never leave the word".

(6) "The customer is always right" In order to avoid conflicts and disputes with the customer, if the customer is wrong, please agree that the customer is a friend.

14. What services are available in actual work?

(1) Smile service-smile from the heart, don't put your emotions into your work.

(2) Courtesy service-politeness, etiquette, politeness, standard language, elegant speech, correct behavior and civilized manners.

(3) patient service-never tire of asking and doing, and patient service can win the trust of the other party.

(4) thoughtful service-responsive, considerate and comprehensive.

(5) Commitment to service-only commitment can win the trust of customers, and only commitment can better supervise the work of employees.

(6) Tracking service-track and handle the complaints and reports of the owner's customers in time, and feed back the results to the other party in time.

(7) Matters needing attention in service work

Don't imitate other people's language, tone and dialogue.

Don't get together to chat and talk loudly.

☆ Don't shout at others, talk to more than three people, and use a language that can be understood by each other.

☆ Do not refute, satirize or dig at the owners/tenants and customers under any pretext.

☆ Don't joke too much.

☆ Don't say anything detrimental to the company's image.

(8) Service is an eternal topic.

☆ People have been in service all their lives.

☆ All the people are doing services.

☆ Everyone enjoys the services of others while providing services for others.

(9) Learn to reject customers reasonably.

Don't refuse politely.

Reasons for reasonable design.

Third, the duties and authority of security guards.

(1) Responsibilities of security personnel

Security guards are responsible for fire prevention, flood control, theft prevention, fraud prevention and criminal damage prevention, and remember to keep secrets.

1. Under the direct leadership of the security department, the security guards directly manage the residential property and the company.

2. Be responsible for the immediate interests of the owners (tenants).

3. Protect the property safety of the company and maintain the normal order of the service place.

4. Protect the scene of criminal and public security cases or disasters and accidents in the Garden Community, and maintain the order at the scene.

5. Hand over the current criminal suspect to the public security organ.

6. Do a good job in fire prevention, theft prevention, damage prevention, robbery prevention, safety disasters and accidents in the garden community.

7. Constantly improve service awareness, warmly receive the guests of the owner (resident) and accept all inquiry services.

8. Implement 24-hour all-weather service, warmly and politely accept any complaints from the owner, make records and timely convey them to the corresponding departments for handling.

9. Be responsible for the management of people and things within the jurisdiction of the community, including the owners' (residents') illegal behaviors, such as parking vehicles, carrying out indoor decoration without approval, illegally stacking sundries, discarding garbage, illegally installing anti-theft nets, trampling, occupying green space, damaging, scribbling garden architectural sketches, scribbling, pasting, hanging, setting billboards, gathering people to make noise, disturbing people, etc. Stop and deal with violations such as misappropriation of fire water. And prevent and stop quarrels and fights in the community.

10. Be responsible for patrolling every part of the community to make it in a good, clean and safe state, and handle the problems in time or report them to the competent department for handling.

1 1. Be on duty in a civilized manner, be polite to others, and patiently persuade the owners (residents) to abide by the various management regulations of the community.

(2) the authority of security

The authority of security guards refers to the scope of power given to security guards by relevant laws and regulations to realize related duties.

Its authority is:

1. The current criminal suspect has the right to arrest and hand over to the public security organs, but has no right to detain, imprison, interrogate, confiscate property or impose a fine.

2 have the right to protect the scene, protect evidence, maintain order and provide information related to the case, but have no right to conduct on-site investigation.

3 in accordance with the provisions to discourage or stop unauthorized personnel and vehicles from entering the safe area.

4. According to the relevant regulations of the company, the personnel, vehicles and articles entering and leaving the service area are verified and inspected, but there is no personal inspection right.

5. If the criminals on duty refuse to stop, even attack or retaliate, they can take justifiable defense according to law.

6. Carry out legal publicity, assist the owner to do a good job of "four precautions", implement various safety precautions, and assist the owner in rectification when unsafe factors are found.

7. Persons suspected of illegally carrying robbery, ammunition and other dangerous goods have the right to check and monitor and report to the local public security organ for handling.

8. Violators of public security regulations have the right to dissuade, stop, criticize and educate, but have no right to punish.

9 have the right to stop illegal and criminal acts, but have no right to punish and decide.

(three) security personnel are prohibited from engaging in the following acts:

1. Obstructing the staff of state organs from performing their official duties according to law;

2. Illegally depriving or restricting the personal freedom of others;

3. Fines or confiscation of property;

4. Seizure of other people's certificates or property;

5. Abuse, assault or abetting assault;

6. Handling civil and economic disputes or labor disputes;

7. Other acts violating the law.