Summary of housekeeper's work in property building

Busy and fulfilling work has come to an end, and the hard work of the past period will definitely make you more promoted in your work! It's time to sum up past achievements in the work summary. Presumably, many people are worried about how to write a good work summary. The following is a summary of my work as a housekeeper in a property building. Welcome to share.

Summary of Housekeeper's Work in Property Building 1 Time flies, and 20XX years have passed in a hurry in the busyness of all employees in Shang Hui Property Service Company. Looking back at year of the snake, under the enthusiastic care of company leaders, the careful guidance of department heads and the close cooperation and help of colleagues, all my work was successfully completed. Thank you for your concern and help. As the floor manager of the property, my main responsibilities are: daily inspection of the jurisdiction and even the whole community, management and entry of access cards for community units, management of monthly recharge cards for ground vehicle parking, irregular inspection of vacant rooms and renovated rooms, coordination and settlement of internal contradictions and disputes among owners, correct handling of complaints and suggestions from owners, and regular visits to owners.

Over the past year, I have respected leaders, United my colleagues and served residents enthusiastically. Don't be late and leave early for no reason, keep studying and be happy at work. The company has given me this platform for growth, so that I can keep learning and making progress in my work and gradually improve my quality and talents. In order to push the work in 20XX to a new level, the main daily work and phased work in 20XX are summarized as follows:

I. Daily work and completion:

1. Assist the front desk to handle the daily reception, handover procedures and secondary decoration procedures, record the complaints and service items of the owner's calls and visits, feedback the coordination results in time, pay a phone call back to the owner, adjust the visual intercom, and enter the monthly pass card for parking vehicles on the ground. By 20xx65438+February 30th, there were 668 prepaid cards and 850 access cards; By the end of 20xx65438+February 30th, * * * assisted the front desk to handle 35 handover procedures, 48 secondary renovation procedures and 60 house inspections; Follow up the garbage removal of secondary decoration in the community, and register one car and one photo.

2. Establish and improve owners' files: 359 owners' files have been improved and updated, keeping the order of owners' files.

3. Repair report: Receive and follow up all kinds of repair reports throughout the year *** 163 (including 49 actual repair reports found in daily inspection, and owner's repair reports 1 14). According to the actual situation, follow up the contents and problems of the owner's application for repair in time, and establish relevant files in time.

4, information release: paste all kinds of notices in the community, call the owner to consult the temporary water stop, elevator stop and other matters; A total of 17 telephone reminders were made, so that the statements were clear and the words were accurate, and the contents of the notice were well explained.

5. Survey of residents' service opinions: While completing daily work, actively go into the owners' homes of residential quarters, collect opinions and suggestions from various customers on the property management process, and continuously improve the service quality and service level; 1 1 In the mid-term, we conducted the 20 13 annual customer satisfaction survey with the members of the customer service team, so as to further understand the voice of the owners.

6. Remaining problems of residential projects and follow-up matters of owners' complaints: more than 28 disputes with owners were coordinated throughout the year, with a success rate of about 95%. The unfinished business is being dealt with urgently.

II. Training and learning

20XX participated in the iso9000 quality system management training organized by the company on July 28th.

20xx165438+1participated in the training of f 1 fire drill and other projects on October 26th.

Third, self-summary and understanding.

During this year, although I completed all the tasks assigned by the company, I was praised by leaders and colleagues, and my colleagues also won the owner's recognition of my work and satisfaction with my service. But this is inseparable from the correct guidance of leaders and the cooperation of colleagues. I know there is still a long way to go before an excellent professional property manager. There are still many shortcomings in objective self-analysis: first, because I am introverted and have low cultural quality, there is still much room for improvement in language expression and artistic treatment; Therefore, in the future, I will strengthen theoretical study, especially business knowledge, lay a solid theoretical foundation, accumulate work experience, keep pace with the times, keep up with the development trend of the property management industry, consult modestly, learn from talented people, and improve my ability to handle complex affairs. I also urge the leaders to continue to criticize and correct mistakes so as to further strengthen them in future work.

Four. Work and study arrangement for 20XX years

1, complete your work seriously and responsibly, learn lessons from your work and improve your work efficiency.

2. In the future work, I will resolutely implement the service tenet of "Sincerely serving every day" and regard the satisfaction of the owners as the greatest pursuit of my work. In the face of complaints from some owners, we need to explain patiently, act as a fire brigade, be an audience and be a commentator. Put yourself into your work with a positive and enthusiastic attitude to help the owners solve their troubles in life.

3. Always follow the service standards of property practitioners and be a good assistant and housekeeper of the owners. Listen carefully to the needs and suggestions of community residents and understand the difficulties they encounter in their lives. For their reasonable suggestions and demands, timely and seriously solve what they can, record their criticisms and suggestions, reflect them to relevant departments, and follow up in time. For disputes and contradictions among residents, we are not afraid of difficulties and try our best to satisfy both sides.

4, strengthen the study of theoretical knowledge, understand the development trend of the property management industry and the requirements for talents; Ask for advice modestly; In short, through various methods to improve their theoretical level, and constantly accumulate work experience, become a qualified property management personnel.

5. Actively participate in various trainings organized by the company, study hard, and constantly improve their professional level.

Today's flowers are better than in the past, and it is expected that tomorrow's flowers will be redder. 20XX years have passed, and we welcome it with confidence. The new year means a new look, new challenges and new opportunities. We firmly believe that under the wise decision-making and operation of the company's leaders, Shang Hui Property Management Company will have a better tomorrow. As a member of the company, in the work of 20XX, I will, as always, do my best to do my job well and contribute to the development of the company.

Time flies, the year of 20XX is coming in a blink of an eye. Looking back on 20XX's work, it is full of hardships and happiness. In the past year, under the correct leadership of the company, all the staff of our property management department United, worked hard, fought bravely and innovated constantly, further improved and improved the management and service quality of the property management department, and achieved gratifying results: an excellent property management team was formed, and scientific management mode and advanced technology were created. Formed a professional division of labor system combining service and management, which was praised and praised by superior leaders many times; 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.

First, fully cooperate with the company's real estate development, and the brand of the community continues to improve.

This year, in order to cooperate with the company's property development, the company adjusted its development strategy, pursued the concept of "brand first, scale later" and "focusing on improving the quality of property services", concentrated superior resources, and ensured the provision of supporting fine property management for the fine real estate developed by the company. To this end, focus on the following aspects:

1, and implement effective operation according to the property management iso system.

At the beginning of its establishment, it has done a good job in quality planning, defined the company's quality objectives, requirements and goals to meet the needs of owners and users with the most appropriate service quality. In the first quarter, the company has been working hard according to the requirements of iso9000 and iso 14000. At the same time, it further showed the owners and users the image of the company's quality service in related aspects, and created the brand of Sunshine Mansion property.

2. Form a quality system centered on customer satisfaction.

Since moving in, we have always focused on customer satisfaction and the supremacy of owners, further clarifying the customer-centered business service concept. In the future, we will continue to implement and improve service quality and improve service performance.

3. Establish the goal of zero defects in the property of Sunshine Building.

After the establishment of the department, after repeated discussions and discussions, it is believed that if you want to do something with characteristics, you must do the 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.

Second, personnel management.

Human resources are an important guarantee for the company's development. We adhere to the policy of territorial management. At the beginning of our presence, due to our special position, the quality of our personnel was very low. However, in order to improve the competitiveness of the company, our department has actively trained employees in various professional knowledge, which has made employees versatile and achieved remarkable results. Staff training includes: corporate culture training, professional and technical training, etc. In particular, the management personnel are trained in the qualification examination of property managers, and the security team is trained in fire fighting knowledge and professional knowledge. Through training, the comprehensive quality of employees has been improved, their working attitude has been improved, their spirit of unity and cooperation has been stimulated, the service quality has been greatly improved, and a broad space has been provided for the development of the company.

Third, improve the rules and regulations and establish an internal management mechanism.

My property department has always regarded improving the level of property services, expanding the scope of services, gradually moving from internal services to external services, and striving for benefits from the market as the only way for future sustainable development. To achieve this goal, quality service is the fundamental foundation. Therefore, based on the principle of seeking truth from facts, we have established a series of post work quality standards, performance appraisal system, employee reward and punishment regulations, duty personnel work system, owner's return visit work system, complaint reception and handling system, attendance system, meeting system, document learning implementation system and performance appraisal inspection implementation system that meet the needs of market economy development and company development. At the same time, in order to establish a perfect internal management mechanism, we adopt the way of going abroad and introducing from South China.

Beijing, Huai 'an and other property companies have studied and investigated. According to the advanced management experience and our actual situation, they clearly divided the functions, roles and work scope of each management position in each department, so as to refine each job to everyone, promote the enthusiasm, initiative and creativity of each position, and make managers at all levels constantly exercise in their work practice and improve their business and management level.

Fourth, safety.

1, under the strict selection and training of the company and our department, and with the cooperation of Qi Xin, a security guard, the safety precautions and site maintenance work of Siyang County Real Estate Conference, the opening of the first and second phases of Sunshine Mansion and the visit of government leaders were successfully completed. However, with the gradual deepening of work, my lack of experience and defects in safety are gradually exposed: the quality of personnel is too low and professional knowledge is insufficient. To this end, our department has carried out a major safety innovation this year, implementing the last elimination system, thus forming a competitive mechanism within the team. Secondly, we bought a brand-new security suit. The innovation of my work has raised the external image of my security guard to a new level, and achieved the external image and internal brand.

2, on-site security work always implement the company leadership policy of loose outside and tight inside. Due to the special time and environment of the site, our department strictly implements the visitor registration system and the vehicle entry and exit registration system, and refuses visitors to enter the construction site without permission, thus preventing the occurrence of safety accidents from the source. During the takeover of 1, our on-site security guards arrested 8 suspects of on-site theft, stopped many thefts and drove away more than 50 scavengers, which saved some losses for the company and the construction team.

3. In terms of self-management, the security guards of our company insist on meeting once a day and once a week for communication and review. At the same time, carry out professional knowledge training. Since its establishment, * * * has conducted more than 60 professional knowledge trainings, secondary fire protection knowledge learning and long-term military training. At the same time, strict safety assessment methods and workflow, as well as anonymous assessment system are implemented to reward outstanding players and punish poor performers.

4. In the aspect of night management, our security department strictly controls the floating personnel from outside, and conducts irregular patrols on the sales offices and construction sites to ensure the safety of the company's property in the management area.

5. Vehicle management: Due to the large number of vehicles in the early stage of construction, we standardized and controlled the visiting vehicles, guided them to park correctly in the designated area, and created a safe, quiet and elegant environment for the visit and parking of Sunshine Mansion.

Verb (abbreviation for verb) clean.

1, our cleaning department can basically complete the tasks assigned by the company, seriously abide by the rules and regulations of the company and departments, strictly implement the cleaning work procedures, and clean the sales hall, bathroom and corridor. Around the clock. Clean garbage bins, external glass, doors, etc. all day. Clean up the garbage in time and create a clean environment.

2. Our cleaning department implements strict assessment methods and supervises each other at the same time, that is, the security guard supervises the work of the cleaning staff, and the cleaning staff also supervises the working status of the security guard. In this way, the two sides can restrict and encourage each other. It has also achieved remarkable results.

Other aspects of intransitive verbs

1. Completed the preliminary property bidding work of Sunshine Mansion, established Huai 'an Huatian Property Management Company as the bid winner and management unit of my project, and signed a property service contract with it, which made the direction clear for the next work of my project.

2. Actively communicate and coordinate with the county housing management office, Zhongxing Town Property Management Office and other relevant superior leadership departments to maintain good business relations and lay the foundation for better property management of Sunshine Mansion in the next step.

We know that although we have made some achievements in this short year, we are also deeply aware of our shortcomings. The team is not professional enough and the service mode is single, which will be our fatal weakness and defect. However, we also know that this is the starting point of our struggle. In the new quarter, we will sum up experience, learn from and learn advanced property management methods, improve the professional level, improve the quality of property management, meet the requirements of owners and users, and realize the soaring property of Sunshine Mansion.