What are the detailed standards for property management services?

The following posts introduce the detailed standards of property management services:

1. Customer service personnel

Always smile sincerely at the host.

Never smoke in front of your host, never swim in public areas, never swear or do indecent actions. .

Never say "I don't know" or "this is something" directly to the host.

Someone must answer the phone within three rings, and only the owner can put down the receiver first.

The reception hall must be kept clean at all times, and there must be no dust and sundries on the desktop, countertops and seats.

The daily inspection of the building focuses on checking the sanitary conditions, whether the lighting of the corridor is in good condition, whether there are any potential safety hazards, and solving problems in time when found.

Sundries (waste paper, cigarette cases, plastic bags, etc. ) pick up what you see anywhere and send it to the trash can.

In rainy, snowy and windy weather, check the condition of the owner's balcony (drying things, curtains, falling objects on the balcony) and inform the owner if there are any problems. If the situation is serious, a written notice shall be attached.

Use bulletin board system and broadcasting system to convey important information to the owner in time.

Respect the owner's right to privacy, and don't disclose any information of the owner without the owner's instructions.

Pay attention to all kinds of information changes of the owners, establish a benign interactive relationship with the owners, publicize the new measures of the property management company in time, solicit opinions from the owners, and send greetings or blessings in due course.

Pay attention to language norms when communicating with walkie-talkies, and don't bring mantras, jokes, etc. , or attack or discuss the master.

2. Safety articles

Raise your hand and salute before correcting any violation.

In case of the old, the weak, the sick, or the owner carrying large items, immediately ask if you need help and give it as much as possible.

When preventing suspicious vehicles and people from entering the community, they should also salute first.

Sundries (waste paper, cigarette cases, plastic bags, etc. ) pick up what you see anywhere and send it to the trash can.

When car owners move, weddings and funerals stop driving in and out, arrange special personnel to maintain order and command vehicles.

When preventing taxis from entering the community, they should take the initiative to help the owners unload the large items they carry.

Pay attention to the situation of the balcony (drying things, windows, falling objects) when patrolling, and notify the housekeeping department and the owner in time if there is any problem.

Car owners should take the initiative to give reasonable guidance to parking, so as to facilitate the rational use of existing parking spaces. It is forbidden for vehicles to occupy roads and clean them up in time.

When the owner asks for help in an emergency, he should first politely appease the owner, find out the reason and follow the corresponding emergency plan.

3. Engineering articles

Door-to-door service should ring the doorbell or bend your fingers and knock on the door. It is forbidden to slap the door with your palm.

You should bring all necessary items, such as shoe covers, tool boxes, big mats and rags, when you come to the door for service. Slippers are not allowed in the host's house.

Don't accept the owner's cigarettes and tea, and don't accept all kinds of gifts including money and things.

Don't use the owner's bathroom.

We should pay attention to work efficiency, call colleagues for help in time when we encounter problems that cannot be solved, and we have to pretend to understand and delay time.

Sundries (waste paper, cigarette cases, plastic bags, etc. ) pick up what you see anywhere and send it to the trash can.

Non-work needs, should be working, not wandering around.

Don't drag the toolbox carried by the intruder on the ground. Hands and feet should be light when working, and try not to make noise. If it is unavoidable, you should say hello to the room owner in advance. Portable walkie-talkies should be turned to the minimum volume. After the maintenance, turn around and say "goodbye" to the owner at the door.

4. Cleaning supplies

Cleaning hours should be staggered with the owner's commuting time, and non-intrusive service should be implemented.

When you meet the host, you should stop what you are doing with a smile and let the host pass sideways.

The dusty working face should be watered before cleaning.

Door-to-door service should abide by the code of conduct of employees of the company, and it is strictly forbidden to accept all kinds of gifts including money and articles.

Sundries (waste paper, cigarette cases, plastic bags, etc. ) pick up what you see anywhere and send it to the trash can.

After working hours, stay in the rest place and don't wander around.

When cleaning, the intensity should be appropriate to avoid dust.

If there is any abnormal situation in the community, we can't ignore it. We can solve it in time, and notify the relevant departments immediately if we can't handle it.

When cleaning the door for the host, first ask politely, which is the way to close the distance between the two sides.