Year-end summary of property management 202 1 5

Work summary is a comprehensive and systematic overall inspection and evaluation of the work done in a certain period, as well as a specific overall analysis and research; It is to see what achievements have been made, what shortcomings and deficiencies exist, and what experiences and improvements have been made. For more year-end summary of property management, click "Year-end Summary" to view it.

Year-end summary of property management 202 1 1

On June 7th, 2006, 10, my property management company entered the third resettlement community. Over the past year, all employees of our company have been United, worked hard and innovated, further improving the management and service quality of the company, and achieved gratifying results: an excellent property management team has been established, a scientific management model, advanced management concepts and methods, and strict quality standards and work have been created. Formed a professional division of labor system combining service and management. Over the past year, we have carried out a series of work closely around strategic planning, brand building, internal management, information communication and service performance.

Strategically change the concept of property management.

Since the establishment of our property management company, the management concept has undergone a profound change from "management" to "service", abandoning the attitude of being a manager in the past and advocating a brand-new service concept of "service and education, owner first". Even though our property management company encountered severe challenges from the internal and external environment in the development process, the concept of serving owners and users has been extended and widely praised. However, the management of the company is not satisfied with the gratifying achievements, but faces up to the problems existing in the service process with a positive attitude, such as weak service professionalism, low service connotation, low employee treatment and high cost. Since the beginning of this year, the company has sized up the situation and started to pay close attention to safety precautions, environmental sanitation and maintenance, striving to build a brand and improve the company's operational efficiency and competitiveness.

brand building

Brand, with high quality as a solid foundation, the company regards how to improve the quality of property management services as the company's first choice.

First, take effective measures according to iso system.

At the beginning of its establishment, the company formulated a good quality plan, defined the company's quality objectives, requirements and goals, and met the needs of owners and users with the most appropriate service quality. Over the past year, the company has always been aiming at passing the audit of iso9000 and iso 14000, and at the same time, it has further demonstrated the image of the company's quality service to owners and users.

Second, form a quality system centered on customer satisfaction.

Since the company settled in, it has always taken "customer satisfaction, owner first" as the work center, which further confirmed the company's business service concept of taking the owner as the center. In the future, the company will continue to implement and improve service quality and improve service performance.

Three, the establishment of Tian Jian property zero defect target.

After the establishment of the company, after repeated discussions and discussions, it is believed that if we want to be unique, we must do our work with zero defects: service with zero defects; Zero defects in operation; Equipment zero failure; Four zero defects and zero hidden dangers. Obviously, the owner is not always right, but always the most important customer demand, and is fully prepared to meet the demand and actively prevent possible problems.

Year-end summary of property management 202 1 2

Since I joined the property at the beginning of the year, in order to adapt to the new job and working environment as soon as possible, I have consciously strengthened my study, asked for advice with an open mind, dispelled doubts, constantly clarified my working ideas and summarized my working methods, and now I am competent for the job. The following is a summary of the work in the past year:

First, standardize behavior and improve image.

An employee in the management office is applying for a position. According to the reception requirements of the customer service center, receive the owners and visitors politely, smiling and actively. Analyze the requirements of owners and visitors in order to provide better service. Handle and pay a return visit to the owner's application for repair and complaints in a timely and effective manner, and make records carefully.

Second, standardize services.

Carefully write all work logs, documents and records. The maintenance inspection record form and other forms of work record books were established. The customer service team holds a weekly meeting every Monday morning. On the basis of the employee's work report, it summarizes, comments and induces the tasks completed in the previous stage, arranges new tasks, publicizes the provisions of the regular meeting of the center, puts forward clear requirements, and promptly reports to the supervisor for instructions. Establish and improve the file management system, classify and archive all kinds of documents collected, and have a retrieval catalogue. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.

Third, housing management is meticulous.

Deal with the maintenance problems in home and public areas in time. There is a large amount of maintenance in the community, and there are few technicians. The repairman is required to be comprehensive in technology, and he has to undertake night maintenance and _ _ day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.

Fourth, the management and maintenance of houses.

For the houses being renovated, we strictly follow the house decoration regulations, urge the householders to decorate according to the regulations, and implement ab card management for the applicants and decoration personnel to prevent violations. The management office takes several ways to help residents solve their problems, such as the leakage of the owner's house. On the one hand, report to the school for handling; on the other hand, report to the school construction center; on the other hand, actively contact the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation for verb) Maintenance of daily facilities

Establish a maintenance patrol system, maintain the daily facilities and equipment in public areas, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely check and maintain the water supply and power supply system, eliminate potential safety hazards, and report to the school for preparation in a timely manner. Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the zoning responsibility system, determine the work content by personnel and posts, and conduct regular weekly inspection system, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas. Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping workers insist on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.

The main experience and gains of intransitive verbs

Only by putting yourself in a correct position and being familiar with the basic business can we adapt to the new job as soon as possible; Only by actively integrating into the collective and handling all aspects of relations can we maintain a good working condition in the new environment; Only by adhering to the principle of implementing the system and careful management can we fulfill the responsibilities of the regional manager; Only by establishing service consciousness and strengthening communication and coordination can we do our job well.

With the full support of the company leaders, the strong cooperation of all departments and the joint efforts of employees, our department has made some achievements, but it has not fully met the requirements of the company, and there is still a long way to go. We will definitely strengthen our study in the future, under the direct leadership of the manager of the property management company, provide standardized, fast and effective services for the owners, do a good job in reception, and create a beautiful and comfortable life and leisure atmosphere for the owners.

Year-end summary of property management 202 1 3

Looking back on the next 20__ years, under the care and guidance of the company leaders, we have basically completed all the tasks assigned by the company.

During my work in the community customer service center, I learned how to serve well and how to deal with the problems raised by customers. In this year, lead the customer service center staff to seriously study and implement the company's total quality education and improve the service level. Always put safety management in the first place, which is summarized as follows:

1, do a good job in daily safety management business training for the security team;

2. Organize learning and drills to improve the ability of fire prevention and emergency response;

3, do a good job in the daily inspection of facilities and equipment and supervision and management of outsourcing units;

4. Do a good job in training the daily safety management business of the security team; Organize learning and drills to improve the ability of fire prevention and emergency response; Do a good job in the daily inspection of facilities and equipment and the supervision and management of outsourcing units; The supervision and follow-up treatment of illegal decoration of residents, such as ___A6-202, did not listen to the dissuasion of the staff of the customer service center, and still went its own way, punching holes in the beams and illegally building scaffolding on the platform. The problem is very serious. The customer service center will issue a rectification notice and collect evidence on the spot according to the property management regulations, and report the relevant evidence to the relevant government departments.

5. Strive to cooperate with the company to build the community into a harmonious and civilized community, and often lead employees to visit at home to understand the living and living conditions of the elderly in the community, which has won unanimous praise from residents.

6. Lead the staff to carry forward the spirit of loving their posts and dedication. For example, it rained heavily on May 7, and from 2 pm to 6: 30 am in the flood fighting operation, all the community staff played their noble spirit of loving their posts and dedication, and no one left halfway, effectively ensuring the property safety of the community.

7. Strictly ask yourself to do a good job in service, carefully understand the problems reflected by community residents, observe and find problems on the spot, adhere to the principle of people-oriented and attentive service, and follow up, implement and solve every problem with a positive and serious attitude. If the school hedge is too high and too long, which affects residents' travel, 7-1-10/remove it, and pile up chemicals in the rental house. Successfully coordinated the 5-3-804 household ceiling water leakage dispute.

8. Existing problems: Under the influence of the company's comprehensive quality education for more than a year, employees' service consciousness has changed, but the phenomenon of waiting for work still exists, and employees will not take the initiative to find problems at work, which has certain dependence. Civilized manners and service terms have not yet become habits, work efficiency is low, and leaders are absent.

Solving the above problems and strengthening execution are the key points for us to improve comprehensive quality education in the next step. Through performance appraisal and post responsibility system, the bad habits of employees' slacking off and muddling along are curbed. Community service makes me deeply realize that efficient, earnest, earnest and attentive service can stand firm in the increasingly fierce service industry in modern times and meet the service needs of modern people for real life.

In the new year, I also need to strengthen my study, cooperate with the functions of the security department, take the initiative to understand the dynamics of community security, understand the ideological dynamics of employees, stabilize the team, take the initiative to find existing problems, do a good job in the construction of security team and business guidance training, and do my part for the development of the company.

Year-end summary of property management 202 1 4

The year of 20__ was a year in which all employees worked hard and Qi Xin made concerted efforts to create new ideas. This is a year for the company to manage its goals, deepen its service content and keep up with the pace of development. The company has always adhered to the company's tenet of "serving a project and creating a fine product", and has achieved fruitful results in uploading and distribution, service quality, internal management and butler service.

First, strengthen the construction of standardized property management system, build a mature and efficient property management team, and improve the quality of property management services.

1. Implement standardized process management to ensure that all management processes are covered. Taking "no complaints from the owner, no defects in service, no blind spots in management and no hidden dangers in the project" as the working standard, various management service processes, management systems and work instructions have been formulated and improved. Establish supervision and management institutions and implement post responsibility system. An effective management system covering all management links has been established.

2, according to the actual situation of the project, the whole process of cross training assessment. Combined with the management practice of the project department, in view of the characteristics of many new employees and young employees, in order to ensure the quality of management services and strive to achieve the professional and comprehensive level of employees' business, the property department formulated a detailed training and assessment plan at the beginning of the year, which made employees' property knowledge professional and comprehensive through cross-training and assessment of engineering, customer service, safety and environmental protection knowledge. At the same time, a set of training courseware was compiled, including "Security Personnel Should Know and Meet" and "Customer Service Personnel Should Know and Meet".

3. Pay attention to publicity and guidance to win the understanding and support of the owners. Set up a publicity team of the project department to actively publicize the work of the company and the property department to the park owners through publicity columns, emails and other forms; Publicize the work of the property management department and the company's service concept; Ensure smooth communication channels and adhere to the correct direction of public opinion; Publicity of laws and regulations and management guidance information of government departments; And timely provide owners with safety knowledge, health knowledge, weather forecast, rental information, life tips and so on. It won the owners' understanding and support for the property management work, and guided the park owners to actively participate in the park construction.

4. Implement intimate butler service and establish embedded butler mode. The "Intimate Housekeeper Group" was established, and a management mode was formed, in which the project manager focused on follow-up, the department manager was responsible for division of labor, and the customer service staff followed up. Better provide intimate service for the owners, analyze and summarize work experience according to the charging situation every week, and coordinate and handle customer needs in time. It not only improved the service quality, but also successfully solved the problem of difficult charging.

5. Advocate the concept of environmental protection and promote garbage sorting. At the beginning of this year, according to the requirements of the street office, the property department set up a leading group for garbage classification, formulated the garbage classification management system and process, improved the garbage classification facilities, arranged special personnel to be responsible, and carried out publicity, training, supervision and implementation in a detailed and systematic manner. The management goal of reducing and harmless domestic waste in the park has been realized.

6. Improve the file management system and save the original and complete data. Archives management is an important work in property management, which records the real face of property, owners and management process. Set up a special person to track, collect, sort out and update, establish a complete file management system and database, keep the data constantly updated, and ensure the integrity and reliability of files. It meets the requirements of safe, convenient, fast, detailed, true and complete file management.

7. Standardize the cleaning service process to meet the requirements of cleanliness and comfort. Supervise and guide the cleaning work in the park, formulate a standardized operation supervision process, implement a system of division of responsibilities and regular assessment, effectively mobilize their enthusiasm, promote internal harmonious competition and improve the environmental quality of the park.

8. Pay attention to fire control and safety work to ensure the safety of the owner's life and property. Fire protection is the "enemy" of property safety management. In case of fire, the owner's personal and property will be seriously threatened. To this end, we set up a voluntary fire control organization in the park with the security department as the center and the project manager as the team leader, implemented strict fire control supervision and management, decomposed fire control responsibilities into households and popularized fire control knowledge.

Second, improve supporting equipment and facilities to ensure safe and stable operation and create a safe and comfortable office environment.

1. Since the water station in the project was taken over and put into use, due to frequent equipment defects and failures, the owners complained contradictions, which affected the normal development of property work. After many times of coordination with the development, the property department replaced the pumps, motors and maintenance pumps in the high and low areas for the water station, which basically ensured the normal operation of water equipment and solved the contradiction between the owner and the property.

2. The environment of computer room has been improved. The computer room has been designed and painted as a whole, which makes the partition of the computer room clearer, the environment cleaner and the management more standardized.

3. In view of the problems such as too much equipment, too much energy sharing and the difficulty for owners to pay fees in the park, the project department took the park as its home, studied and formulated a full set of energy-saving schemes, and adopted a number of energy-saving improvement measures in the public areas and underground parking lots in the building to continuously tap the energy-saving potential. For example, do a good job of turning on and off the hall lights, the security personnel on duty will turn them on according to the specified time, and the project personnel will check and turn them off at any time to effectively control energy waste.

In the past 20 years, under the leadership of the management team with the project manager as the core, the property management department has basically achieved the company's set goals on the basis of improving service quality, innovating management methods and achieving results in cultural propaganda. However, there are still some difficulties before the project team, such as the problem of reclaimed water, incomplete identification and single communication channel, which need the attention and support of the company headquarters to make the project management more perfect and build the enterprise brand.

Year-end summary of property management 202 1 5

How time flies! 20 years passed unconsciously. Looking back, I found some gains in the deep and shallow footprints I walked through, but more importantly, I left too many regrets. The main job of residential property is to provide various daily services for residents. Through the joint efforts of previous leaders and all the staff in the community, all the work in the community has basically taken shape. However, in order to meet the challenge brought by the next property fee, we must do all the work in the community on the original basis and make all the preparations in advance. With the spring breeze of welcoming the evaluation and promoting the construction of the college, on the basis of extensively soliciting opinions from all sides, I first formulated a series of management systems, such as Post Specification for Community Workers, Measures for the Administration of Community Public Security, Procedures for Community Emergency Response, Civilized Terms for Public Security Duty, Detailed Rules for the Administration of Community Canteen and Measures for the Administration of Community Supplies, and made use of publicity columns to publicize the evaluation in the community and promote it. The second is to pay close attention to detail management:

First, organize office staff and security guards to comprehensively clean up and rectify some problems left over from the early stage of the community.

1, all the construction waste left by the community has been cleaned up;

2. Climbing plants and drainage ditches on the fence at the junction with the substation have been thoroughly cleaned up, and other sanitary dead corners have also been thoroughly cleaned up to ensure that there are no dead corners and blind spots in the community;

3. All street lamps shall be cleaned to completely remove the pollutants inside and outside the lampshade;

4. All fire fighting, water supply valves and fitness equipment are protected by refueling to avoid unsafe factors caused by rust and corrosion;

5. Reinforce benches in all stadiums and playgrounds and repaint them to ensure that residents have a comfortable and safe leisure place.

Secondly, because there are open fences around the community, it has caused great difficulties to the security work of the community, so I have always focused on the security work of the community.

First of all, by improving various rules and regulations, the gfd of security, patrol on duty, handover ceremony, civilized language, and the cleanliness and hygiene of dormitories have been specified in detail, and the office staff will supervise the implementation. Secondly, in view of the importance of night shift, the security captain is specially arranged to lead the team, and I also participate in night patrol from time to time; Third, under the care of the leaders of the center, he invested more than 8,000 yuan during the summer vacation, installed barbed wire in some dead corners of the community and added security equipment. At the same time, 8 spotlights were installed, which solved the safety hidden trouble caused by insufficient lighting of dead corners of residential walls. On the basis of constantly improving internal management, I also pay attention to increasing communication and coordination with police stations, communities and surrounding units, combining internal and external, and strive to create a safe and comfortable living environment for community residents.

Third, improve hydropower management.

Try our best to meet the needs of residents, meet the needs of water and electricity, solve small problems in time, and strive to complete big problems within 12 hours. For problems that cannot be solved, report them in time or ask relevant departments to help solve them. At the same time, strengthen the maintenance of street lamps, and adjust the number of street lamps and lighting time according to climate change, which not only ensures sufficient lighting in the community, but also saves power loss to the maximum extent.

Four, in the daily management and maintenance of residential greening at the same time, organize greening personnel to actively carry out seedling and replanting work.

Strengthen pruning, weeding and pest control, take anti-freezing measures in advance to ensure the normal growth of flowers and trees in the community and the coordination and unity of greening landscape; At the same time, supervise the greening personnel to water the green belts around the East Gate and South Gate with secondary water to save water resources to the maximum extent. At the end of the year, the office staff and greening team were organized to fertilize the roots of shrubs in the community with fertilizer from septic tanks, which not only cleaned the septic tanks, but also provided sufficient nutrients for the growth of shrubs.

Looking at my work this year, I can only use the word "shame" to describe it. Because I have been engaged in specific work, lack of management experience and my own ability, all the work in the community is not ideal, which not only fails to live up to the expectations of the center leaders, but also regrets the strong support of community employees and people who care about helping me. But in the same year, I also learned a lot of knowledge, met different people and things, broadened my horizons and learned a lot of knowledge that books can't learn. I said to myself in my heart, "believe in yourself, you are the best!" " "To the leaders and colleagues of the center, I want to say that I will prove myself with the performance of 20 19!

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