What is the general scope of work of a property manager?

The work of a property manager generally includes the following points:

First, attach importance to the early intervention of residential property.

After the property management enterprises get involved in the real estate development projects, they should formulate the property management plan according to the preliminary property management contract and the planning and design of the property, set up the preliminary intervention team, and review the drawings together with the design department, the construction unit and the developer, mainly from the perspective of the owner's use, make suggestions on the unreasonable parts of the original design, and provide the relevant departments with the performance, quality and reputation of various equipment and facilities according to the actual experience of property management, and put forward valuable opinions. Participate in the whole process of installation and commissioning of residential property facilities and equipment, pay special attention to the inspection of water supply and drainage, power distribution, waterproofing, elevators, fire protection, intelligence and other equipment systems, and ask the developer to solve problems in time when found, which can not only avoid increasing the cost of property management in the future, but also ensure that all equipment and facilities can operate normally after being put into use, making the property easier to get close to the daily life of the owners.

Second, the property takes over the acceptance.

Acceptance and acceptance of property is an important link in early property management. It is also an important measure to check the quality of property projects that have been completed and accepted and reached the delivery conditions, and to clarify the maintenance management responsibilities of property management companies and developers. The takeover acceptance of property is generally divided into two parts, one is the takeover acceptance of the building itself; The second is the takeover and acceptance of public facilities and equipment.

1. Handover and acceptance of the main building. With reference to the housing handover acceptance standard issued by the Ministry of Construction in July 2006 199 1 and the Management Regulations on the Acceptance of Commercial Residential Buildings in Shenzhen formulated by the Construction Bureau in June 2006 10, the early intervention team of the property management company should participate in the construction and supervision organized by the construction unit when the construction unit carries out the final acceptance of the commercial residential building project, and make a detailed analysis of the architectural impression, use function and functions of each house. Each set of inspection items includes building structure, floor, wall surface, waterproofing, indoor electrical installation and so on 10. The pre-intervention team of the property management company carried out a set-by-set inspection of the project in strict accordance with the "Shenzhen Commodity Residential Building Quality Inspection Guide" published by the municipal construction engineering quality supervision agency, and filled in the inspection result table. The construction unit shall, according to the inspection results table and the completion acceptance report of the housing construction project, issue a certificate of quality of commercial housing one by one.

Second, the public * * * supporting equipment and facilities take over the acceptance work. The handover and acceptance of public facilities is an important link in the early management of residential property, which can clarify the relationship between the responsibilities, rights and interests of both parties and strictly control the quality during the handover and acceptance. Although the pre-intervention team of property management participated in the installation and debugging process of supporting equipment and facilities in the community, it was divided into two stages (the first stage was pre-acceptance; The second stage is formal acceptance) to take over the supporting equipment and facilities of the community. First, the acceptance team conducts pre-acceptance according to the acceptance plan and standards (according to the housing handover acceptance standards of the Ministry of Construction), finds out the unqualified items in the process, and submits a written notice of property acceptance and rectification to the handover unit, requesting that the rectification be completed within a time limit. Especially in the single machine acceptance, it is necessary to carry out the trial operation acceptance, mainly checking the installation quality of the equipment and the main technical indicators of the equipment in operation. For those who do not meet the indicators, timely put forward written opinions and ask the handover unit to organize the equipment manufacturer or the construction unit to debug again until the acceptance standard is reached. Second, the formal acceptance refers to the formal acceptance after the implementation of the project proposed in the pre-acceptance, and the acceptance team should check and verify it. If the rectification is qualified, it will be rectified. Three conformity and one integrity must be achieved, and the three conformity means that "one conformity" means that the drawings conform to the specifications, models and quantities of the equipment; "Two conformity" means that the actual installation position of the main equipment of the project conforms to the design installation position; "Three conformity" means that the technical performance of the equipment, including the whole system connected with the equipment, meets the design function. "Complete" refers to the completeness of drawings and materials, such as property rights data, technical data, completion acceptance certificate, equipment and facilities inspection certificate, etc.

3. Property acceptance is a rather complicated process, involving not only construction engineering technology, but also numerous laws, regulations and policies. Some practical results are often inconsistent with the theoretical requirements. For the problems existing in the takeover acceptance, we need to grasp two basic principles: First, adhere to the principle of combining principle with flexibility, that is, for some unsatisfactory problems, the takeover acceptance personnel need not stick to the rules, but should take measures according to different situations and analyze the specific problems. The second is the principle of combining nuance with overall grasp, that is, in the acceptance of property takeover, we can neither ignore the overall grasp because of paying attention to nuance, nor ignore the details because of paying attention to the overall effect.

Third, do a good job in environmental sanitation and cleanliness.

Environmental sanitation management is an important work of residential property management. Environmental sanitation and cleaning work is the most intuitive link in residential property management, and it is also an element for business owners to evaluate the ability of property management companies. In the industry, the environmental sanitation and cleaning work of residential areas are generally managed by professional cleaning companies, and property management companies play a supervisory role. There are two key tasks of environmental sanitation and cleaning in the early property community. First, the property clearing of land reclamation work; The second is the cleaning work during the house decoration. The property management company pays special attention to the clean land reclamation of the newly-built property (that is, after the property is completed and accepted, the management company will thoroughly clean the inside and outside of the property and hand over the cleaned property to the owner), and arrange special personnel to supervise the land reclamation work of the cleaning company throughout. Professional cleaning companies concentrate manpower to clean the land reclamation of the property on a large scale, and its contents are not limited to: cleaning the construction waste inside and outside the property; Remove dust and dirt from glass, floor, walls and other places; Cleaning of public parts (fire stairs, elevator car, elevator hall, roof, etc.). ), office buildings and facilities, etc. The cleaning and maintenance stage of the property refers to the cleaning after the owner moves in. After the owner moved in, the centralized renovation period of the house began, which was a severe test for the professional cleaning company. Often the front is swept and the back is inverted, and the cleaning will never achieve the ideal effect. The community is always in a state of chaos. In view of this phenomenon, the environmental sanitation and cleaning during decoration should first focus on the centralized stacking and timely removal of decoration garbage to minimize dust pollution. Secondly, we should collect, treat and clear all kinds of garbage by classification, and carry out professional operations such as cleaning, sweeping and wiping at fixed time, fixed point and fixed person. At the same time, we can appropriately increase the cleaning power and increase the cleaning times to keep the public area of the community clean and tidy. Third, strengthen publicity, education and supervision, adopt various effective ways and means, and adopt a multi-pronged approach to cultivate owners' good habits of civilization and hygiene, and let them know that only by developing good hygiene habits can the community create a clean, hygienic, beautiful and comfortable living environment.

Fourth, do a good job in the owner's residence. Occupation, also known as occupancy, means that the occupier receives a written notice of occupancy (occupancy) and goes through the corresponding formalities; If the occupier fails to go through the corresponding formalities within a limited time after receiving the occupancy notice, it is also deemed that the occupancy conditions are clearly stated when the occupancy notice is issued, so that the collection of property management service fees (the owner can give up the occupancy right, but bear the obligation to pay the property service fees) can proceed smoothly when the owner delays the handling in the future. After the notice of occupancy is sent to the owner, the property management company shall set up a leading group, a reception group, a repossession group and a consultation group in time, and have relevant legal documents according to the purchase contract, such as the receipt of the house completion acceptance record, the house completion measurement report, the house use manual, the house quality guarantee, the handover list of public facilities and equipment, etc., and carefully prepare the owner's occupancy information documents. The team leader is responsible for relevant training and equipment. Occupation of the site should create a festive atmosphere, vehicles/pedestrians in and out in an orderly manner, service personnel dressed neatly, warm and polite. During the occupation period, the "one-stop" service mode is adopted, and developers, construction units, institutions and property management companies come to work together.

The notice of occupancy of the property manager enters the reception desk of the property company, and after the identity is checked by the receptionist, he signs the owner's sign-in form, then goes through the check-in formalities and signs relevant documents, such as the owner's management statute, the preliminary property management agreement, the fire prevention responsibility book, the owner's manual, the household member registration form, the bank entrustment agreement, etc. When the house is accepted and handed over, the property management company will organize professionals to check and hand over the indoor water and electricity, doors and windows, walls and floors of the house together with the owner. Both parties will check the registration item by item. If problems are found, they will be recorded, archived and managed, and relevant departments will be urged to rectify within a time limit. If there is no problem after inspection, confirm the water, electricity and gas meters with the owner, and sign the house inspection handover form to approve the handover of the house key. In a word, during the occupation, everything was for the sake of the owner and everything was carried out with the owner as the center.

Fifth, properly coordinate the contradictions among the three.

Property management companies pay special attention to coordinating the contradiction between owners and developers, not only to undertake the responsibility of management services entrusted by developers, but also to solve problems for developers without sacrificing the interests of owners. When dealing with the relationship between owners and developers, property management companies play the role of coordination and information transmission. Especially for the problems reflected by the owners, such as housing quality problems, we must first distinguish the nature, find out the situation, do a good job of explanation, and in line with the principle of "who accepts, who follows up, who answers", timely and quickly pass the problems reflected by the owners to relevant departments, actively coordinate all parties to properly solve them, and solve the problems reflected by the owners in the shortest time.

Sixth, do a good job in community security management. Public security management plays an important role in residential property management. It is a series of safety measures implemented by property management companies for fire prevention, theft prevention, loss prevention and disaster prevention. Order maintenance personnel should not only be good at discovering potential safety hazards, but also have the ability to prevent and stop losses and injuries caused by endangering or affecting businesses within their jurisdiction, which is also an important link to reflect the service level of a management company. The main work of public security management:

1. Improve the safety management system and post responsibility system. System is the guarantee of enterprise interests. "No rules, no Fiona Fang", and formulate and improve detailed rules and regulations. For example, at the entrance of the community, the door is closed in strict accordance with the post responsibilities, and the "visiting registration" system is implemented for visitors, and the decoration personnel's credentials are in and out to prevent idle personnel from entering the community; Large items are released with the "Item Release Sheet";

2. Establish a mechanism of "prevention first, combining prevention with control" and "prevention by group and treatment by group" to maintain public order in this region. Property management companies should maintain close contact and cooperation with local community personnel, maintain good relations with local police, keep abreast of the local public security situation, and ensure the safety of properties in the region. For example, after the owner moved in, with the start of house decoration, there are many and miscellaneous decoration personnel entering and leaving the community, and the supporting facilities for security in the community are not completely installed, which is easy to be exploited by some thieves. Therefore, it is necessary to strengthen the number of inspections in the community and record the inspections. Once suspicious circumstances are found, they should be dealt with in time, and theft incidents should be reported in time. For example, in case of special emergency, living in users' homes and office areas, in case of fire, gas leakage, running water, criminal cases and other emergencies, we should be good at using the power of third parties. Although emergency avoidance and justifiable defense can be taken, it is necessary to seek the witness of the third party (police station, street office, neighborhood Committee, industry Committee or owner's designation, etc.). When taking other measures (such as before breaking the door) to avoid risks and reduce losses.

3. Make full use of existing security facilities, such as electronic access control, visual intercom, surveillance cameras and other equipment to reduce the probability of theft; Fourth, the control and guidance of vehicles entering and leaving the community is conducive to maintaining traffic order in the community and avoiding vehicles being parked and placed in disorder. In particular, all kinds of vehicles carrying decoration materials should be loaded and unloaded in time to avoid long-term detention, so as to reduce the traffic pressure in the community. Through strict training, strengthen management, conscientiously implement the system of vehicles entering the community, and resolutely achieve the consistency of vehicles, people and cards. The safe operation of the parking lot can be effectively ensured by establishing perfect technical prevention equipment and properly equipped with advanced technical instruments and facilities, such as storage, recording, inquiry, automatic security retrieval and computer security management system. Fifth, set up a high-quality order maintenance team and train order maintenance personnel irregularly, mainly from "professional knowledge, appearance, words and deeds, physical fitness, pre-job and on-the-job training". It is also to strengthen the cultivation of its service consciousness, take "satisfying the main customers" as the working criterion of order maintainers, and make the public security service work in the area more detailed and better.

Seven, strengthen the management and supervision of the second decoration of the house. Decoration supervision is the definition that the property management company, according to the relevant government laws and regulations, is entrusted by the developer or all the owners to supervise whether the construction in the process of property decoration meets the requirements of specifications, structural safety, unified appearance of the house, fire protection, water supply, power supply and gas. Decoration supervision is another important work of early property management, and it is also an important link that easily leads to complaints about housing quality. If it is not solved well, there will be buck passing. In view of this, attention should be paid to strengthening the supervision of early residential interior decoration.

1. Formulate Management Regulations on Secondary Decoration of Property according to relevant laws and regulations. Before the owner enters the site for decoration, the property management company shall fulfill the obligation of informing, and inform the decoration instructions and prohibited behaviors in writing (such as decoration time, decoration garbage dump, decoration personnel and materials access, etc.). ), so that the owner can understand, implement and handle relevant decoration procedures. At the same time, do a good job in the audit of each household's decoration plan, promptly correct the behavior that violates the house decoration regulations, and do a good job of persuasion and explanation.

2. Before the house decoration starts, it is necessary to confirm with the owner or the decoration unit that the indoor water supply and drainage branch pipes and ground waterproofing are in normal condition again before issuing the decoration permit.

3. Grasp the key points in the owner's decoration process, and the decoration administrator will understand the key points of daily inspection. Patrol at least twice a day at the stage of owner's materials entering the site, water circuit renovation or ground wall waterproofing. Owners with illegal intentions patrol more than four times a day to stop illegal decoration in time. In the process of checking the decoration construction, we should focus on the installation of water and electricity, whether the owner has changed the decoration scheme and removed the load-bearing wall of the house without authorization, and remind the decoration workers to carry out waterproof experiments on the bathroom and bathroom to avoid causing losses to other owners after moving in. Fill in the decoration inspection record carefully. Fourth, strictly stop the illegal decoration, control it in the bud, control the expansion of the situation, send the Notice of Decoration Violation to the owner for the owner to sign and confirm, and store a copy in the file bag. In the process of dealing with illegal decoration, we always adhere to the principles of convincing people with rules, convincing people with reasoning and treating people with courtesy, and win the understanding and support of the owners for decoration supervision with good attitude and courtesy.

Eight, do a good job in the training of property management service providers. Property management is a highly specialized industry. Property managers need to be versatile. In order to play different roles in different occasions, property management practitioners must have higher comprehensive quality. In the early stage of property management service, the overall behavior of property management personnel will become a key factor related to whether it can be truly recognized by the majority of owners in normal takeover and daily service. In view of this, the cultivation or training of property service personnel will be carried out according to different positions of personnel.

1, management knowledge. The knowledge requirements for middle and senior managers will be higher. Knowledge includes enterprise management knowledge (such as property management and public relations). ), financial knowledge, legal knowledge (you should be very proficient in industry laws and regulations, familiar with the necessary legal knowledge), which is of great help to improve the content and grade of services.

2. Professional skills. Property management involves not only the management, repair and maintenance of houses and their ancillary equipment and facilities, but also greening, environmental sanitation, safety and fire control, as well as public services, special services, special services, community services and community culture. This requires property management personnel to master the professional skills necessary for the above work and provide professional services to the owners in time. In addition, in the face of all kinds of owners, we should master the necessary interpersonal skills.

3. Service attitude. Property management is to obtain economic, social and environmental benefits by providing public, special and special services for owners. Service is the center of all property management activities. Therefore, all property employees should establish the concept of "customer first, service first", regard providing multi-level and all-round services for owners as the sacred duty of all staff in property management enterprises, always think of the owners in their work and try their best to provide quality services for the owners. Property management is not a profound knowledge. A warm greeting, a small gesture, a small gesture and a sweet smile will increase our feelings with the owner, resolve the contradiction with the owner and improve our service level.

To sum up, strengthening the early property management can not only ensure the long-term interests of the owners (buyers), but also reduce the random change of property planning by development enterprises during the construction process, ensure the construction quality of the property, improve the use function of the property and promote the sales of the property. At the same time, strengthening property management in the early stage is conducive to standardizing property management activities, avoiding the opposition among developers, owners and property management enterprises, and reducing the contradictions among the three parties and many problems left over from the early stage. Moreover, strengthening pre-management can be closer to the actual needs of owners and users, make community planning more humanized, let property managers know and be familiar with the property situation earlier, and lay the foundation for better property management services in the future.