What are the characteristics and requirements of villa property management?

Property services are people-oriented and serve people. Compared with ordinary residential property, villa property needs to pay more attention to the quality and requirements of service, and it is definitely much higher than ordinary residential property. For property customer service personnel and engineers, it is necessary to be more standardized when providing services to owners. Really, the master is God. In fact, to sum up, the property management requirements of villas must be higher than the general property management.

First, the characteristics of villa property management

According to the concept of modern high-grade and high-grade residential areas, the developers of villa residential areas have carefully planned the site selection, overall layout, green waterscape, fire safety, environmental cleaning, residential functions, clubhouse facilities, modern communication and water treatment systems. Therefore, they have surpassed other types of residential areas in terms of living quality, natural ecological environment, community civilization and safety, especially its low floor area ratio, high green coverage rate and quiet courtyard.

There are usually supporting clubs in the villa community, including swimming pools, tennis courts, gyms, cafes, children's parks, beauty salons, shopping supermarkets and other facilities; In addition, the residential security hardware facilities,

Such as community monitoring center, perimeter alarm system, community road monitoring network system, building alarm device, etc., are self-contained and always in a safe, reliable and normal operating state; At the same time, the software should strengthen inspections to provide reliable guarantee for the safety of villa communities and owners, so that owners can really live in safe, comfortable and convenient communities and enjoy the quality services of star-rated hotels without leaving the communities.

Villa residential area pays attention to high-grade and high-grade, so does the identity of the owner. Generally, the owners have different levels and backgrounds in social status, economic strength and cultural literacy, and a considerable number of them are foreign entrepreneurs and senior staff. They have considerable requirements in housing maintenance, indoor equipment, facilities maintenance, living environment quality management, living services and supporting facilities, so the service level of residential property management must be improved accordingly. Villa property management must first ensure the owner's personal and property safety, convenient and comfortable life, and preserve and increase the value of the property. People who can buy villas are generally people with higher social and economic status. Because they have money, higher economic status and more property, they are more likely to attract the attention of bad people or be accidentally infringed. Therefore, property management should pay special attention to safety management, implement closed management, implement safety control around the community through the combination of technical defense and civil air defense, implement 24-hour patrol monitoring of the community, and implement third-rate management of the gate: that is, implement registration system and article inspection system for the management of people, vehicles and things entering and leaving; For visiting guests, please call the owner for permission before entering. All effective measures shall be taken to ensure the personal and property safety of the owner. High-level security service is not only guarding the door and patrolling, but also doing a good job in daily security service. Through purposeful and targeted investigation and research, managers collect social security information and trends, find potential hidden dangers that may bring harm to the safety of the community and the owners, give the owners necessary warnings in advance in a timely, accurate and realistic manner, and take practical preventive measures to eliminate possible safety accidents and hidden dangers in the bud.

Generally, the owners who live in villas require not only safe living conditions, but also a quiet and beautiful living environment, and the green coverage rate of villa areas is high, and the grade of greening and landscape configuration is also high. Therefore, property management should pay special attention to environmental greening and implement the maintenance principle of "three points planting and seven points raising". First of all, we should classify the flowers and trees in the community, sort out the characteristics and habits of plants, register them, and work out a work plan. According to the season, planting location, environment and other factors, early arrangements. According to the production needs of different garden trees and some specific requirements, timely take horticultural technical measures such as irrigation, fertilization, pruning, insect prevention, cold prevention, weeding and intertillage; On the other hand, care, inspection, maintenance and cleaning will create a garden-like living environment for the owners, so that the villa will be hidden in the shade, with birds and flowers; Another aspect is the treatment and maintenance of water quality of waterscape. Because most rivers outside the villa area are polluted by water, rivers and streams in the area mostly rely on underground wells and natural rainwater, and the water flow is limited and limited, and green algae grow rapidly. Therefore, algaecide should be put in regularly, and a special person should be responsible for cleaning up the floating objects on the water surface of rivers and streams, and the patrol pump should be started for more than 6 hours every day to keep the water flowing continuously and maintain sufficient oxygen content, so as to ensure that the waterscape in the villa area is not polluted and let the owners really enjoy it.

Second, the content of villa community property management

1. Customer service: professional registration, customer reception, customer contact, owner's file management, extended service demand registration, decoration management service, owner's complaint handling, return visit, etc.

2. Engineering maintenance service: 24 hours a day for 365 days, including the maintenance and repair of housing equipment and facilities, the safe and normal operation and maintenance of various equipment, and the inspection and maintenance of water supply and gas supply pipelines.

3. Security service: organize security personnel to patrol 24 hours a day, and manage the doorposts in a "third-rate" way, that is, traffic, people and logistics; Guard against theft and fire, and ensure the personal and property safety of the owner.

4. Cleaning and greening maintenance services: Clean the public areas regularly every day to ensure that there is no garbage, no sediment and no water, and the community is clean, the roads are clean and the traffic is smooth. Do a good job in greening maintenance and flower arrangement in the area, make the greening environment beautiful and elegant, and let the owners enjoy a fresh, beautiful and comfortable living environment.

5. Emergency handling service: formulate and implement emergency plans for emergencies such as public security, fire, water cut-off, power cut, water invasion, etc., organize regular personnel training and drills, clarify the responsible person, ensure that the villa community can cope with emergencies freely and protect the interests of the owners to the maximum extent.

6. Extended services: provide various extended services in the community to meet the needs of the owners for convenience services, agency services, special services and social and cultural activities.

Third, the management mode of villa community

The framework of villa community management should fully reflect the company's service concept, so that owners, developers and government departments can clearly see every department and post setting on the project from the organizational structure of the villa. Every department and every post is named for the benefit of the owner, in order to provide the most needed service for the owner more efficiently and directly. The organizational structure of the project should avoid setting up traditional institutions similar to the functional departments of the superior company, such as administration and personnel department, finance department, archives room and marketing department, and avoid forming institutions with many departments, overstaffed staff and low efficiency, so that the owner can bear the unwilling expenses.

The buildings managed by the villa community should not only meet the public service needs of the owners, but also fully consider the extended service needs of the owners. The structure should be conducive to property management enterprises to provide public professional services and extended services to owners, so that owners can find and call people when needed. Extended service personnel can enable the owners to receive and serve when they need convenient service, agency service, special service and community cultural service, and provide 12 hour customer reception and on-call service. Security and engineering maintenance services are available 24 hours a day for 365 days.

As a property project, the villa community is set as the project property service center, and a property service center manager is appointed to be fully responsible, and an assistant property manager is equipped to assist in management. The property service center consists of various departments, and the specific operating positions include customer service, security, maintenance, cleaning, greening and other service personnel. Under the leadership of their respective departments, they completed the tasks of their respective posts according to the management and operation process of the villa community. Formulate the post responsibilities of managers, department heads and operators, and make clear the post responsibilities, and the responsibility lies with people, so as to facilitate regular internal assessment.