Please help me. Now I just took over the property. Help me look at a model of downtown property management scheme.

Commercial street property management plan

Shops refer to properties engaged in specific commercial activities. According to the mode of single operation and centralized management, unified management of commercial street shops is a common method for developers at present. Good management has an important influence on cultivating regional commercial centers and commercial brands. ?

For developers, it is a prerequisite to develop and sell shops, but it is not enough to develop and sell only. A special commercial management company must be set up to manage shops in order to develop for a long time. ?

At present, many domestic shop buyers rely on collecting rents and paying mortgage loans to bank shops. In this case, the management of shops by developers is more important. If the commercial management of shops is not good, it will affect the rental income of shop owners, and the owners will not be able to repay their mortgage loans, and the ultimate risk will still fall on the developers.

1.0 store property management concept?

Shops are planned business gatherings, and "unified management and decentralized management" is the core feature that distinguishes shops from other real estate.

"Unified management" requires that shops must be managed by management companies entrusted by owners and developers on behalf of owners' rights. Without unified management, it is difficult for stores to withstand fierce competition in the retail market. ?

"Decentralized operation" is a place where shops provide transactions for consumers and operators. Store managers can't directly conduct business operations, but can only build bridges between consumers and operators.

1. 1. The idea of unified management of shops lies in unified investment management, unified marketing, unified service supervision and unified property management. ?

? In order to realize the management mode of "unified management and decentralized operation", it should be stipulated in the store sales contract that the lessee must obey the unified management of the management company. Legally determine the management status of the store management company. ?

1. 1. 1 "Unified investment management" needs brand audit management and perfect lease management. ?

"Brand audit management" means that the investment target can only enter after brand audit. ?

? Audit includes the audit of manufacturers and products, and must have a valid business license, production license, registered trademark registration certificate, product qualification power of attorney (applicable to wholesale agents), brand agency power of attorney (applicable to monopoly agents), tax registration certificate, legal person power of attorney, etc.

"Perfect lease management" means that when signing a lease contract, the key terms of the contract must be entered.

Lease management includes agreed rent, lease term, payment method, property management fee collection, etc. , and other key lease terms management, such as:

The tenant's business format is limited by the unified business planning of the whole store. If there is any major change, it needs to be approved by the owners' committee (before the owners' committee is established, it needs to be approved by the developer);

Determination of business hours;

Unified management of the size, hanging position and language of the store name advertisements and promotional advertisements of the lessee;

The obligation to promote the whole store;

The lessee's use of the parking lot is determined to be paid or unpaid, without restrictions; ?

Insurance coverage;

Whether there is a unified cashier, etc.

1. 1.2 "unified marketing management" helps to safeguard and improve the interests of operators. ?

Due to the current fierce business competition, discounts and price reductions are more popular to attract shoppers. The management company should plan the marketing plan of 1 year and 12 months for the store. The so-called "big section is too big, small section is too small, no section is made". ?

When organizing and planning related promotional activities, the expenses incurred shall be communicated with the owner in advance, and after the owner agrees, the actual expenses shall be shared according to a certain proportion of the tenant's sales. If the cashier management in the store is unified, it will be better to share the expenses according to the sales.

1. 1.3 "unified service supervision" is helpful for the coordination and cooperation among operators. ?

Shops must set up a management committee composed of developers' leaders and business experts to guide, coordinate, serve and supervise the tenants' business activities to ensure the efficient operation of the shops. Common ways are:?

Guidance: store layout guidance, promotion activities arrangement; ?

Coordination project: coordinate the tense relationship between operators and enhance cooperation between operators;

Service items: administrative affairs management;

Supervision items: maintain the discipline and reputation of the store and assist the management of the departments of industry and commerce, taxation, health and fire protection. ?

1. 1.4 "unified property management" is helpful for the maintenance of architectural space. ? ?

The property management of shops includes: building maintenance, equipment maintenance, ensuring the normal supply of water, electricity and heat, cleaning public areas, security and theft prevention, vehicle management, greening maintenance and accident handling. Shops and facilities are frequently used, so unified management is helpful to the planned maintenance and repair of property facilities and equipment, and increases the safety and durability of use. ?

2.0 What are the management characteristics of store property?

2. 1? Big customer traffic?

There are many people in and out of the store, which is out of control and has a large passenger flow, which is prone to accidents. Security work is very important, some retail goods are flammable and explosive, so fire safety must not be relaxed. At the same time, in the event of an emergency, the evacuation of people in shopping malls is relatively slow. Safety management should be particularly cautious?

2.2? High service requirements?

Property management services should be oriented to shop buyers and users, be responsible for them, and consider everything for them. Promote the preservation and appreciation of commercial properties; At the same time, it creates a safe, comfortable, convenient and beautiful business and shopping environment for users and customers. This is the fundamental principle of property management services in shops?

2.3 scattered management points?

There are many entrances and exits and scattered elevators (passenger elevators, sightseeing elevators, escalators, etc.). ), the relative need for more cleaning and security personnel, scattered management points and difficult management are the characteristics of commercial property management. ?

2.4? Strong business hours?

Customers spend most of their shopping time on holidays, weekends, after work and at night, while there are relatively few customers in peacetime and during the day. Unifying the opening and closing time of the store is conducive to the overall image building of the store. Inconsistent opening and closing times will cause a sense of disorder in the overall store operation, give people an impression of disorderly operation and have a bad psychological impact on customers. ?

2.5? Is vehicle management difficult?

The customers who come to the store are drivers and cyclists. A large number of motor vehicles and non-motor vehicles increase the pressure of traffic management and parking lot management around shops. The quality of vehicle management directly affects the overall embodiment of the property management level of shopping malls. ?

3.0 Store property management personnel?

3. 1. 1 The staffing principle of store management is to make the best use of the situation, specialize in more and be less, be streamlined and efficient, and make the operators feel that there are no vacant posts and no idle people, and the management expenses paid by the operators are on the cutting edge. ?

3. 1. 1. 1 business service department?

There shall be one supervisor, who may concurrently serve as a property director. The main functions of this department are business reception and internal management. There are several business receptionists, and they are also in charge of administrative personnel, document filing, planned finance and material management. The reception number mainly depends on the working hours and workload of the business service department. Usually, it is enough to keep two people in each class. ?

3. 1. 1.2 maintenance service department?

Set up a supervisor to be fully responsible for the operation, maintenance and repair of the house, equipment and facilities. The main function of this department is to ensure the uninterrupted safe operation of shops, so as to preserve and increase the value of properties. The operator of the maintenance service department should make reasonable allocation according to the business service needs of the store, the number of equipment in the store and the technical difficulty. ?

3. 1. 1.3 Security Service Department?

Set up a supervisor who will be fully responsible for the security, patrol, monitoring, fire fighting and vehicle management of the store. The main functions of this department are safety prevention and fire management. The specific operators are equipped according to the duty point, workload and operating shifts of the store security guards. ?

3. 1. 1.4 Cleaning and Greening Department?

Set up a supervisor to be fully responsible for the indoor cleaning, outdoor cleaning and green space maintenance of the store. The main responsibilities of this department are cleaning service management and greening service management. The specific cleaning and greening operators shall arrange according to the cleaning scope, cleaning area, cleaning frequency and greening area of the store. ?

3. 1. 1.5 Business Service Department?

Set up a supervisor or part-time supervisor to be fully responsible for the leasing agency, advertising planning and project development entrusted by the shop owner to the property management company. The main responsibility of this department is to cooperate with the business activities of business households and promote the commercial sales and property management of shops.

4.0 Property service management of shops?

Shop property management includes the following aspects, which we now describe respectively:

4. 1 owner service management?

4.2 Store decoration service management?

4.3 Maintenance service management of equipment and facilities in the store?

4.4 Maintenance and maintenance management of shops and buildings

4.5 Store security service management?

4.6 Shop cleaning service management?

4.7 Shop Greening Service Management?

4.8? Store management service management?

4.9 Shop advertising management?

4. 10 store insurance management?

4. 1 owner service management?

The business service department has two functions, one is business service and the other is internal management. ?

4. 1. 1 reception and contact?

Reception contact is one of the important contents of commercial services, and it is the window for property management to provide services and communicate with commercial users and customers. Its main functions are the same as other types of property management services, including listening to suggestions and opinions, accepting complaints, arranging maintenance and return visits, collecting management fees and contacting internal and external sources. ?

4. 1.2 dispute and complaint reception?

Customers complain about environmental service factors when shopping in the store. For property management, all complaints and handling results should be recorded as one of the basis for the year-end commendation and performance appraisal of the "Management Convention"; ? 4. 1.3 service reception?

Problems with the lighting or other facilities in the store will have a great impact on the business of the operators. When the operator applies for maintenance, he should make records quickly, fill in the maintenance task list, and immediately send maintenance personnel to the site for emergency repair; ?

4. 1.4 Return visit and return visit?

The receptionist's visit includes three aspects:

First, listen to the opinions and suggestions of operators and shops on property management services; ?

The second is to visit the maintenance results after maintenance; ?

The third is to prompt and urge business owners to improve their manners, image, environment, advertising, decoration and other aspects, and influence business owners with practical actions to let them know that everything we do is for the image of the store itself, and our goals are the same. ?

4. 1.5 Internal and external relations?

Internal contact in the store:?

The internal relations of shops include rent collection, management fees, water and electricity consumption, shop maintenance and repair fees, etc. Collect property management fees and energy consumption from shops. How well the service management of the store is done will definitely affect the collection rate. ?

Store external contact?

Shops have business contacts with streets, neighborhood committees, police stations, fire protection, labor, environmental protection, water, electricity, coal, telecommunications and media. If these relationships are not handled well, the business activities of the store will be passive. If handled well, it often gets twice the result with half the effort. ?

4.2 Store decoration service management?

4.2. 1 Decoration management should be included in the management of business households, which is difficult to manage and will be discussed separately. Decoration management functions mainly include: reviewing decoration applications, signing Decoration Management Agreement, and on-site supervision and management.

4.2.2 The leasing of shops and buildings is often the whole floor leasing. After the lease, the lessee applies for decoration according to business needs; Some owners also rented out the pavement after the renovation of a floor. Tenants can only make some minor changes to the pavement after applying for approval, and the following aspects should be done well in decoration management:

Establish a comprehensive, detailed and easy-to-operate management system;

The expert is responsible for the strict supervision of the project;

Choose a project contractor with high qualification and good reputation for decoration;

Supervise and manage the decoration site. ? ?

4.2.3 What are the key points in formulating the management regulations for commercial pavement decoration?

The secondary decoration process shall conform to the management regulations for secondary decoration construction formulated by the Property Management Office; ?

Business households need to use electric welding, gas welding, grinding wheels, cutting machines and other equipment for decoration, and shall strictly abide by the provisions of the shop hot application system; It is forbidden to change hydropower pipelines and load electricity without authorization; ?

After the renovation, the Property Management Office will conduct the project completion acceptance according to the approved renovation design drawings and renovation agreement submitted by the owner before the renovation. If it is found that there is a violation of the decoration design drawings and some terms of the decoration agreement, it should be handled separately according to the seriousness of the case;

In order to ensure that the owner does not damage the important parts such as the building structure during the decoration process, whether the owner of the decoration project is hired by the property management office or by the owner should be determined according to the aspects involved in the project, which are usually divided into the following situations:

All electrical equipment (from the distribution frame outside the store to the terminal air switch box inside the store, etc.). ) is added or modified; Newly built or rebuilt fire fighting equipment (including fire sprinklers, pipes, alarm bells, etc.). ) this floor; If the elevators and escalators on this floor are added or modified, and the TV monitoring system and antenna distribution system are added or modified, the property management office will select the project implementer. Enterprise owners pay a certain proportion of the project cost to the property management office as the project supervision and management fee. ?

It involves small-scale decoration of pavements, commercial signboards, ceilings, walls, wall decorations, interior partitions, water pipes, drainage pipes, power devices, ventilation equipment, telephones, etc. It can be selected by the owner or the property management office. ?

The drawings attached to the decoration design plan submitted by the enterprise owner shall include: a plan clearly showing the internal interval of the floor; The front view and section of the plan (including the details of the road surface and trademark plate); Distribution map of drainage system (with detailed drawings); Power distribution diagram and wiring diagram of power supply equipment (with wiring data and load); Location map of lighting equipment; Plan and section of false smallpox; And other architectural details required by the property management office or shop; Decoration period, construction period, fire prevention measures, environmental protection, health requirements, liability for breach of contract, insurance during construction, etc. Wait?

4.2.4 Decoration site supervision and management?

In the process of construction, the property management office should assign special personnel to manage on the spot. The content of management mainly includes three aspects:?

Manage the construction personnel, supervise and manage whether the project is constructed according to the drawings, whether it is constructed according to the requirements of the Decoration Agreement, and the environmental sanitation (decoration garbage) of the decoration site. Generally, the personnel of the construction team are complex, mostly temporary workers, and the construction party may also lack effective control over them; Decoration construction is different from the whole building, generally confined to one unit or one floor, and other levels are open as usual. If there is no effective management of construction personnel, it will inevitably affect the business activities of other businesses. The monitoring of the decoration project mainly focuses on whether the construction personnel have carried out the construction in strict accordance with the approved design drawings, whether they have violated the terms of the signed Decoration Management Agreement, and whether they have violated other management regulations of the Property Management Office. If there is any violation, they should contact in time and issue a "rectification notice". If the decoration, devices or public facilities of the store are damaged during the renovation, the owner shall be responsible for the maintenance until the store is satisfied. Of course, it can also be repaired by the property management office, but the relevant expenses are paid by the operator. These management services should be recorded in detail as evidence or reference for completion acceptance. ? Wait?

4.3 Maintenance service management of equipment and facilities in the store?

Commercial properties have high daily maintenance standards and strict maintenance requirements. Its content is similar to that of an office building, but in a different way. The focus of commercial property lies in all kinds of facilities and equipment, because the use frequency of commercial property facilities and equipment is the highest among other properties, and the maintenance and maintenance management of equipment and facilities directly affect the normal operation of business environment and business activities. Some equipment, such as elevators, escalators and other facilities prone to failure, mainly rely on routine maintenance to ensure their normal operation. ?

The equipment management of shops is mainly to prevent power failure of shops and ensure the normal use of central air conditioners and escalators. The power supply of shops needs to be absolutely guaranteed, because once there is a power failure, the dark business hall will bring unsafe factors to customers, commodities and operating funds, which will adversely affect the reputation of shops. Therefore, excellent employees should be selected to monitor the electrical operation and the operation of air-conditioning systems and escalators day and night, and arrange maintenance in time if any abnormality is found, so as to ensure the normal operation of electrical and central air-conditioning systems and escalators. ?

The specific implementation process of maintenance and management of equipment and facilities in shops is similar to that of office projects, so I won't go into details here. ?

4.4 Maintenance management of shops and buildings?

4.4. 1 Store renovation plan and fund management. ?

In order to ensure the integrity of shops and buildings, we should formulate a complete repair system, prepare an annual repair plan and arrange annual repair investment. After being audited by the management office, it should be reported to the store committee for approval (large and medium-sized repairs should be funded) and the repair results should be checked. ?

? 4.4.2 Determination of engineering properties. ?

According to the damage degree of shops and buildings, repair works can be roughly divided into three categories: overhaul, medium repair and minor repair. ?

Overhaul means that most of the main structure of the building is seriously damaged or in danger of local collapse; Some ancillary facilities must be removed, replaced, modified or newly installed, such as above, sewer, etc. Due to the construction site and safety requirements of overhaul projects, it is usually the business households who have to stop business. Therefore, it is very important to arrange the construction period reasonably and make good preparations before construction.

Medium-repair project refers to a project in which a part of the building is damaged and only a few main components are involved or removed during local maintenance to maintain the original building scale and structure. For example, the roof is partially repaired or partially resurfaced, some reinforced concrete beams and columns are strengthened, and the exterior walls are completely painted and decorated. If the affected area of the medium repair project is local, and the operators need to use electric welding, gas welding, grinding wheels, cutting machines and other equipment for decoration, they should strictly abide by the provisions of the hot work application system in the workshop; It is forbidden to change hydropower pipelines and load electricity without authorization; ?

After the renovation, the Property Management Office will conduct the project completion acceptance according to the approved renovation design drawings and renovation agreement submitted by the owner before the renovation. If it is found that there is a violation of the decoration design drawings and some terms of the decoration agreement, it should be handled separately according to the seriousness of the case;

In order to ensure that the owner does not damage the important parts such as the building structure during the decoration process, whether the owner of the decoration project is hired by the property management office or by the owner should be determined according to the aspects involved in the project, which are usually divided into the following situations:

All electrical equipment (from the distribution frame outside the store to the terminal air switch box inside the store, etc.). ) is added or modified; Newly built or rebuilt fire fighting equipment (including fire sprinklers, pipes, alarm bells, etc.). ) this floor; If the elevators and escalators on this floor are added or modified, and the TV monitoring system and antenna distribution system are added or modified, the property management office will select the project implementer. Enterprise owners pay a certain proportion of the project cost to the property management office as the project supervision and management fee. ?

It involves small-scale decoration of pavements, commercial signboards, ceilings, walls, wall decorations, interior partitions, water pipes, drainage pipes, power devices, ventilation equipment, telephones, etc. It can be selected by the owner or the property management office. ?

The drawings attached to the decoration design plan submitted by the enterprise owner shall include: a plan clearly showing the internal interval of the floor; The front view and section of the plan (including the details of the road surface and trademark plate); Distribution map of drainage system (with detailed drawings); Power distribution diagram and wiring diagram of power supply equipment (with wiring data and load); Location map of lighting equipment; Plan and section of false smallpox; And other architectural details required by the property management office or shop; Decoration period, construction period, fire prevention measures, environmental protection, health requirements, liability for breach of contract, insurance during construction, etc. Wait?

4.2.4 Decoration site supervision and management?

In the process of construction, the property management office should assign special personnel to manage on the spot. The content of management mainly includes three aspects:?

Manage the construction personnel, supervise and manage whether the project is constructed according to the drawings, whether it is constructed according to the requirements of the Decoration Agreement, and the environmental sanitation (decoration garbage) of the decoration site. Generally, the personnel of the construction team are complex, mostly temporary workers, and the construction party may also lack effective control over them; Decoration construction is different from the whole building, generally confined to one unit or one floor, and other levels are open as usual. If there is no effective management of construction personnel, it will inevitably affect the business activities of other businesses. The monitoring of the decoration project mainly focuses on whether the construction personnel have carried out the construction in strict accordance with the approved design drawings, whether they have violated the terms of the signed Decoration Management Agreement, and whether they have violated other management regulations of the Property Management Office. If there is any violation, they should contact in time and issue a "rectification notice". If the decoration, devices or public facilities of the store are damaged during the renovation, the owner shall be responsible for the maintenance until the store is satisfied. Of course, it can also be repaired by the property management office, but the relevant expenses are paid by the operator. These management services should be recorded in detail as evidence or reference for completion acceptance. ? Wait?

4.3 Maintenance service management of equipment and facilities in the store?

Commercial properties have high daily maintenance standards and strict maintenance requirements. Its content is similar to that of an office building, but in a different way. The focus of commercial property lies in all kinds of facilities and equipment, because the use frequency of commercial property facilities and equipment is the highest among other properties, and the maintenance and maintenance management of equipment and facilities directly affect the normal operation of business environment and business activities. Some equipment, such as elevators, escalators and other facilities prone to failure, mainly rely on routine maintenance to ensure their normal operation. ?

The equipment management of shops is mainly to prevent power failure of shops and ensure the normal use of central air conditioners and escalators. The power supply of shops needs to be absolutely guaranteed, because once there is a power failure, the dark business hall will bring unsafe factors to customers, commodities and operating funds, which will adversely affect the reputation of shops. Therefore, excellent employees should be selected to monitor the electrical operation and the operation of air-conditioning systems and escalators day and night, and arrange maintenance in time if any abnormality is found, so as to ensure the normal operation of electrical and central air-conditioning systems and escalators. ?

The specific implementation process of maintenance and management of equipment and facilities in shops is similar to that of office projects, so I won't go into details here.