How to improve the management level of office property

First, grasp the level of customer demand and provide targeted services.

According to the principle of "Maslow's demand theory", the demand of office customers for property services has different levels and is gradually upgraded.

First floor: basic use requirements, that is, the requirements necessary to ensure daily work, mainly refer to basic customer service, cleanliness and greening of public areas, normal supply of water, electricity and air conditioning, security service, normal operation of elevator communication system and well-functioning mechanical and electrical equipment.

The second layer: efficient and fast demand, that is, the comprehensive upgrade of hardware facilities, mainly refers to the higher requirements for advanced, stable and intelligent office hardware facilities, especially for office intelligence, communication intelligence and three-dimensional traffic intelligence.

The third layer: convenient and thoughtful demand, that is, complete supporting functions, mainly refers to the customer's requirement to meet all office-related needs without leaving home. In terms of commercial facilities, bank business hall, exhibition center, conference center, business center, post office, etc. Configured; In terms of living facilities, there are middle and high-end restaurants, staff restaurants, cafes, sports clubs, supermarkets, [[dry cleaners, medical rooms, beauty salons, etc. ;

The fourth layer: the demand of nobility, that is, what modern property management pursues is a kind of culture and a kind of customer emotional closeness. Customers who work in office buildings are basically mental workers or outstanding people in the industry. Their influence naturally requires them to pursue a higher level of self-realization. Of course, the property management of office buildings should adapt to and meet the psychological needs of this group. What is dignity? It is sincere respect for customers, meticulous care, thoughtful and meticulous service, and meticulous attention to every service detail. ...

The fifth layer: the demand for sublimation. That is, the office building is located in the bustling core area, with novel structure, gorgeous decoration, good property image, popularity and publicity effect, and the user's occupancy itself is a symbol of strength; "Meng Mu moved three times, and the wise people chose their neighbors to live", and the business scale, industry background, popularity and reputation of the neighboring companies were similar, forming a strong knowledge, which promoted, supplemented and sublimated each other.

Only by fully understanding the needs of customers at different levels can we provide targeted services and create services, meet the different needs of customers through personalized services, maximize the interests of customers, improve the overall service level of the property and realize sustainable development.

Second, subdivide mainstream customers and pay attention to service management.

Subdivide different mainstream customers of office buildings, provide more targeted property management services and suggestions, objectively evaluate customer needs, grasp the key points and key points of services, and then formulate the most suitable property management model with emphasis and pertinence. For example, the office building in Zhongguancun, the customers are mainly IT companies, and the property management should focus on ensuring the normal operation of its network and weak current system; In the CBD international trade circle, the clients are mainly foreign trading firms, firms and representative offices in China. The property management should highlight the perfect supporting facilities for business and life, and the humanized and noble soft service is more attractive. For the office buildings in Financial Street, customers are mainly financial institutions at home and abroad, and the focus of property management services is to ensure uninterrupted power supply. Two-way power supply system and independent standby power generation device are added. Because the international stock market or foreign exchange market is changing rapidly, a one-minute transaction delay may cause incalculable losses.

Third, forward-looking management to meet customer expectations.

"If you go to see a doctor, you will get well." Forward-looking management and service are very important for office property management. Property management enterprises should put forward suggestions and opinions to developers from the perspective of property management in the early stage of consultation to improve the rationality and effectiveness of the overall function of office buildings; In terms of office hardware facilities, more and more newly-built office buildings have chosen advanced equipment with excellent performance, some of which are even imported from abroad, in order to keep their hardware ahead in the future. However, the supplier is only responsible for the installation and debugging of the equipment and provides necessary maintenance during the warranty period of the equipment. After the operation warranty period, only the property management enterprise of the office building will use and maintain these equipment. Therefore, after the property management enterprise takes over, it should arrange a special person to be familiar with, understand and master the performance, use and maintenance of the core real estate hardware facilities, and actively arrange the maintenance and transformation of the facilities in advance to prevent the occurrence or occurrence of faults and maximize the value of the facilities and equipment; In addition, property management companies should learn from the advanced experience of well-known property companies and foreign property management in various forms, get more information on office property management in the forefront of industries and international markets, constantly build the brand and strength of enterprises, bring customers an office experience beyond expectations, and adapt to the pace of the rapidly developing property management market.

Fourth, characteristic management to achieve value-added services.

1, refined management.

With the continuous improvement of customer demand, customers' requirements and standards for service are getting higher and higher, and it is an inevitable trend to do fine service. Property management enterprises should establish the concept of refined management, standardize and refine all the work, implement it layer by layer, be responsible for it layer by layer, and consciously pressurize it, so that every level of management and service has goals, responsible persons, assessment and feedback, and require employees to do every ordinary thing carefully, standardize every service detail and solidly promote refined management. In view of the problems existing in management and service work, revise, supplement and improve various rules and regulations, refine working procedures and standards, act according to the rules and operate in an orderly manner. Pay attention to process management, implement process inspection and stage evaluation, and give two-way feedback to inspection and evaluation in time. Realize the transformation from post-engagement control to pre-engagement control, make management timely, comprehensive and effective, and realize the refinement of the whole process. Carry out responsibilities, define tasks, strengthen the assessment and management of all work, make the management and service work develop in the direction of refinement and standardization, and strive to provide customers with high-quality and value-added services.

2. Humanized service.

At present, the experience of property management in Hong Kong, Southeast Asia and other regions or countries has widely introduced the concept of humanized property management, which is characterized by paying attention to the different needs of employees, the office quality of customers, the overall atmosphere of office buildings and the warmth and harmony of the environment, so that the concept of people-oriented runs through property management from beginning to end. In the process of establishing office building property management system and improving property management level, we should establish a people-oriented management concept and always put people in the leading position. People are the starting point and destination of property management, and giving full play to the enthusiasm and creativity of all employees in property management is an important guarantee for doing a good job in property service management. The management concept of "employees are also God" should not only give employees a platform to display their intelligence, but also become a spiritual home that employees can rely on. The integration of humanized factors in the construction of office environment, the "family care" for customers, and the establishment of customers' sense of ownership. For enterprises, it is necessary to advocate the organic unity of standardized management and humanized management; For customers, we should pay attention to the unity of external environment and internal emotion; For employees, it is necessary to reflect the unity of enterprise development and personal growth.

3. Information operation.

Informatization of property management is a comprehensive application of computer technology, network communication technology, automation control technology and modern management ideas in property management to solve some problems encountered in the process of property management. Property management enterprises should sort out, clarify and refine various management processes, activities, posts and systems through the implementation of information construction of property management, so as to urge property management enterprises to move from perceptual management to rational management, improve resource utilization, improve property management efficiency, make property management scientific, efficient and standardized, and serve office customers more conveniently and flexibly.

With the continuous improvement of modern office building technology, the continuous expansion of management scope and the continuous upgrading of customer demand, office property management has become a complex system engineering. We must fully understand the different needs of customers and form a characteristic operation mode with advanced management service consciousness, so as to achieve good management effect, create high-quality office property management and realize sustainable development.