What knowledge does a property manager need?

With the deepening of China's housing reform and the continuous growth of residents' housing consumption, China's real estate industry is about to usher in a new round of development boom. Before buying a house, consumers often think more about the location of the property, planning and design, housing quality and other hardware factors. After buying a house, they pay more attention to property management closely related to their lives. Recently, as one of the measures taken by the Guangzhou Municipal Government to improve the macro-environment of property management, the Guangzhou Property Management Measures was officially promulgated, which means that the government will put more efforts into property management and place more hopes on it. However, at present, there are endless complaints about property management in society. In addition to external factors such as imperfect laws and regulations and imperfect competition mechanism, the quality of property management personnel is also a major trigger for management complaints. As a service industry, excellent talents can be said to be the most valuable resources of property management companies. In the final analysis, the development of the company still needs high-quality employees. Therefore, what kind of quality property managers should have has become a common concern of society and property companies and an urgent problem to be solved.

First of all, property management personnel should establish a correct guiding ideology:

1, service consciousness

Taking the owner as the center and providing thoughtful and perfect service for the owner is the management purpose of the management company. So how do managers embody service consciousness in practical work? Service attitude, quality and efficiency in management work are things that owners can really feel. Therefore, managers should be active, enthusiastic and polite in the process of contacting customers. For example, when you meet your host, you should take the initiative to smile and say hello, and talk to your host naturally and politely. In addition, managers should change passive service into active service. Instead of waiting for the owner to find a management company to solve the problem, it is better to take precautions and take the initiative to think for the users. For example, every holiday, the management company should take the initiative to remind users to lock doors and windows, improve vigilance and strengthen security. As for service efficiency, the management company should quantify the various projects and daily services provided by the company according to the actual situation of the property. If the customer touches the switch indoors, the management company guarantees to arrive at the scene within 15 minutes. Through the implementation of the service commitment system for customers and the supervision of the owners, the service level of the management company will be continuously improved.

2. Safety awareness

It is the basic duty of management to fully protect the life and property safety of owners. For the property community that claims to provide 24-hour security service for a long time, if there are public security problems such as property theft and personal attack, it will inevitably cause strong complaints from the owners and the good image created by the management company will be greatly reduced. If a fire breaks out due to poor management of the management company, the consequences will be unimaginable. The fire control and public security work in the community can be said to be the top priority of management work. Therefore, managers should have a high sense of safety, and everyone should regard themselves as "firefighters" and "security guards" in the community, master the necessary knowledge of public security and fire control, and skillfully use fire-fighting equipment. Be vigilant in your daily work. If you encounter related problems, you should inform the relevant departments in time and work together to solve them quickly. In addition, it is necessary to form a regular inspection system, discover hidden dangers of public security and fire control in management in time, take measures for rectification, and constantly improve safety awareness.

3. Diligence consciousness

The property management fee is based on the principle of "fixed income by expenditure" and "taken from the owner and used by the owner". As the "housekeeper" hired by the owner, the management company should know how to be careful and thrifty. We should strive to provide the best service at the most reasonable price. The management company should comprehensively analyze the various items of management fees and strive for the best balance between economic benefits and service quality. For example, the maintenance of equipment and facilities and the procurement of raw materials that need to be outsourced, we should shop around and choose suppliers with high quality and low price. In addition, the operating expenses of all kinds of equipment account for about 40% of the total management expenses, and managers should practice strict economy, open source and reduce expenditure. For example, strict equipment switch control system should be formulated, engineering and technical transformation should be carried out to improve equipment performance ratio and reduce equipment operation cost.

4. Legal awareness

A major feature of property management is that it involves dealing with various relationships between multiple departments. First of all, managers should master relevant legal knowledge in order to correctly handle the relationship of responsibility, right and benefit among government departments, owners and management companies. In addition, management companies should also know how to protect themselves with legal knowledge, which can reasonably avoid some legal risks in management. For example, by purchasing third-party liability insurance to avoid the risks brought by community criminal cases. Managers should have laws to follow in the management of sales promotion personnel in order to avoid the risks brought by illegal acts. With a strong sense of law, when there are customer complaints and user disputes, the management company will not be helpless, nor will it cause great disasters because of improper handling.

5, clean beauty consciousness

In the era of housing management without property management, due to the lack of unified management, all owners are "cleaning their own snow", resulting in a very serious phenomenon of dirty, chaotic and poor public areas. Nowadays, in order to have a higher level of material civilization and spiritual civilization, the majority of owners hope that the management company can create a fresh, elegant, comfortable and harmonious home life and working environment. Therefore, the management department should keep the environment of residential areas clean and tidy by formulating various cleaning systems for public areas and owners' rooms. In addition, all kinds of greening work are needed to beautify the environment.

Have a good sense of management, but we must also pay attention to improving the comprehensive ability of all aspects in our work:

1, ability to find and solve problems

The enterprise slogan "There is no best, only better" just proves the endless truth of property management services. Although the management company has formulated rules and regulations for managing services, if employees only perform their work mechanically and are not good at thinking, it is easy to cause the phenomenon of work going through the motions. Employees working in the front line can find many problems as long as they carefully observe and take the initiative to serve. For example, if engineers come to the house for maintenance, if they can find the problems of other indoor equipment of the owner according to their own experience and technology, and actively provide maintenance services for customers, they will certainly win the praise of the owner. In addition, managers should also be brave in innovation and reform in combination with the actual work, and put forward some reasonable suggestions for reducing costs and increasing efficiency and improving services.

2. Management ability

The management company regards the owner as "God". Does this mean that management is unprincipled and unique to Nuo Nuo? Property management includes service and management. In addition to providing all-round services for the owners, managers should also manage the comprehensive fees, public security, cleaning and greening of the community in a unified way. In terms of management methods, it is necessary to completely change the past "administrative" management methods and become humanized and warm management. For example, during holidays or non-office hours, in order to ensure the personal and property safety of the owners, the management company will register the people who enter the community. Due to the large number of people entering and leaving, the management personnel should be flexible, strive to make the owners enter and leave smoothly, and fully ensure the security of the community.

3. Self-control ability

There are many positions in property management, and the responsibility is great, so we can't miss them. For example, the duty post in the computer room and the monitoring post in the fire control center. Because these posts need to run all day, the company can't implement 24-hour monitoring. Employees must strengthen self-management, strictly abide by various rules and regulations, stick to their posts and perform their duties to ensure the normal operation of equipment and facilities and fire safety without accidents.

In addition, in the process of customer service, you will meet some unreasonable users who refuse to cooperate with management. In this case, employees should be good at controlling their emotions, don't argue with guests, and patiently explain to customers in accordance with relevant regulations to convince people.

4. Hands-on ability

Property companies often have professionals in engineering, security and management. But the most practical is the compound talents with "one specialty and many abilities". The ultimate goal of the company is to improve service efficiency by establishing service procedures coordinated by various departments. If managers find small problems such as environmental sanitation and equipment damage during inspections, they may as well solve them quickly, which not only saves various procedures, but also improves service efficiency. Therefore, managers should not only do a good job in their own posts, but also pay attention to exchange and study with people in other posts, and strive to master some skills in dealing with accidents and emergencies that often occur in their work, so as to become "management saints" with rich knowledge and strong hands-on ability.

5. Communication and social skills

Because there are many relationships in all aspects of property management. Therefore, it is particularly important to correctly handle the relationship with the owners, competent units and relevant departments. The middle and senior leaders of the management company shoulder the important responsibility of coordinating the relations between all parties, which requires them to have good communication and social skills. In daily work, it is necessary to form a regular reporting system and report to the owner. For some important and urgent things in the work, the management company should pay more attention to strengthening communication with the owners. In addition, after work, the management company can hold various entertainment activities and invite relevant departments to participate. This strengthens the communication with the owner and relevant departments. With their support and cooperation in the management, the company's work will be much smoother.

6, the ability to deal with emergencies

It is appropriate to describe the work of the management company as "training for a thousand days, taking a while". When there is an emergency such as elevator jam, fire alarm and water leakage in the community, the manager must make a correct response at the first time to minimize the harm of the incident. However, "Rome was not built in a day". If managers want to be calm in the face of emergencies, they must practice "internal strength" diligently. On the one hand, they must strengthen the study of theoretical knowledge. In addition, drawing lessons from past events and summing up experience is also a good way to improve emergency skills.