What services does the hotel apartment property fee in 3.5 yuan include?

Hotel-style property management, from the current situation of the industry, is still in the conceptual stage, and the specific content is still very poor. As a property management enterprise, it is necessary to make a preliminary discussion on the concept of hotel-style property management and get an understanding.

The word "hotel" originally refers to the villa where rural nobles entertain VIPs, the place where the rich and celebrities meet, and later refers to the hotel in the present sense. Hotels generally include two parts: first, facilities, that is, hardware configuration, including multi-functional buildings and facilities that can meet the needs of guests for food, accommodation, transportation, shopping, entertainment, communication and business; The second is service. Hotels ensure their operation by providing tangible and intangible services. Hotels in the industry generally have four characteristics: service, publicity, luxury and all-weather. From the perspective of hotel management and service, standardization and proceduralization are the basic requirements.

From a big concept, hotel management and community management belong to the category of property management, but in practice, we regard them as two industries. The difference between property management and hotel management lies in the different relationship between subject and object. The object of hotel service is the guests who don't own property rights, while the object of property management service is basically the owner. Secondly, hotel guests are generally mobile people, while the object of property management services is relatively fixed; The content and scope of services are different. Hotel services have always entered the private space of the object, such as bedrooms and bathrooms, and the area of property management is generally limited to the public part. In other respects, the fee gap is large; The function is also different. Hotels have the function of marketing, while property management basically does not have this function.

Property management and hotel management also have similarities. First of all, they all belong to the service industry; What they need to meet is basically the content closely related to the life of the parties; The two are basically the same in management form, that is, property and ancillary facilities and supporting facilities.

In addition, compared with hotel services, property management services have certain advantages. The object of property management service is relatively fixed, so we can fully understand their occupation, habits, personal preferences, personality and other aspects, and lay the foundation for quality service; Because the clients are relatively fixed and get along for a long time, it is easy to cultivate an atmosphere of mutual trust and communication between people; The profit margin of property management is relatively small, but the possibility of loss is also small; There is basically no marketing function.

The characteristics of hotel management and the direction of service development are two aspects that we pay attention to. The most basic feature of hotel management is standardization and proceduralization, so a series of systems, effective management and training are its basic guarantee.

How to introduce the hotel model into property management, the more important part should be service. An obvious feature of modern hotel service is to meet the needs of guests as much as possible. Providing one-stop service for guests has gone beyond the general concept of hotel service. As long as they don't violate morality and law, they will do their best to meet the needs of their guests. The hotel model requires higher management and service personnel, such as energetic, cheerful, humorous, strong organizational skills, good communication skills, strong foreign language foundation, high comprehensive quality and certain professional qualifications.

The above contents compare the differences between hotel management and property management, clarify their respective characteristics and similarities, and draw a conclusion: the so-called hotel-style property management should be a high-quality management and service form that integrates hotel management mode and service consciousness into property management and combines the characteristics of property management. Grasping hotel-style property management should include four elements: first, service, second, hardware, third, management and fourth, form.

Service will be the key to introduce the hotel model into property management. It is the key to understand the characteristics of this property and the owner, and how to provide distinctive services in combination with the personalized service trend of modern hotel industry. For the property management characterized by public regional services, how to carry out personalized services is an important topic. At the same time, personalized service belongs to the way of entrustment, which is a value-added service beyond the conventional sense of property management. Enterprises should also deal with the relationship between service cost and service quality, and do a good job of personalized service at no cost or low cost, so that residents can get a sense of value different from ordinary communities. In terms of service, it should also be noted that service has not only attitude problems, but also quality problems. Smile is attitude, and the quality depends on the satisfaction of the host. Hardware generally refers to the condition of the property, including houses, facilities and equipment. The focus of property management in this respect is to maintain the unity and beauty of the facade. The rest should also grasp the aesthetic principles of the landscape, ranging from the facade and greening to the small one-brick, one-card and one-notice, all of which should be above three stars, and should be followed in future maintenance and replacement. Hotel-style property management should formulate standards in this regard.

The principles of management are basically the same, and the standardization and proceduralization of hotel management are two characteristics. On the basis of a series of original systems, hotel-style property management should be improved from standardization and proceduralization to form standards. Standards will be formulated for each post and gradually improved. In order to ensure its standardization and procedural effectiveness, inspection and training are two main links. The content of this part of the form is based on the principle that people's understanding of things is basically from form to content. Hotel-style property management positions should consider the hotel's shape and all-weather service characteristics. The management office shall set up a customer service center in the form of the service function of the hotel reception desk. The conditions of the customer service center area should also be as close as possible to the layout and furnishings of the hotel lobby. Of course, people coming and going in the customer service center are not as frequent as those in the hotel lobby, and the service requirements are more conveyed by phone at home? It can also be allocated according to the actual situation. All service requirements of the owners and their families are accepted by the customer service center, which should have certain command power.

There are two aspects to pay attention to when recruiting employees. First, the quality requirements, in addition to the main management personnel, the requirements for staff in other positions are also relatively high, including the ability of security guards to have a little knowledge of spoken English and parking service skills. The second is the external image of personnel, which should be dignified and generous and have affinity. Clothing, management, security, cleaning, maintenance and other types of clothing should be unified.