202 1 The property manager has a short working experience.

The responsibility of a property company is to serve the owners well. It seems simple, but it is very difficult to do it well. Then, as a property manager, how should we sum up our work? The following is a summary of "202 1 Working Experience of Property Housekeepers" compiled by me for your reference only. Welcome to reading.

202 1 working experience of property manager: brief introduction: I joined the company in 20xx, and it has been two years. I am a recruit in xx property management industry. These two years of work experience, realized that there is no major event in property management. Of course, the major events here refer to some stormy and earth-shattering events. But in fact, some trivial property management matters that are insignificant to outsiders are the big things for our property management. In other words: "Property management is no small matter".

Why do you say that? In all fairness, property management is different from productive enterprises. Production enterprises mainly control in the production process: product quality, product innovation and product sales, such as developing a product one day earlier and producing it one day earlier, so as to be ahead in the industry. As for property management, our products are intangible and non-warehousing, and we are doing basically the same work every day, which is also an ordinary job. Service is our product.

As an intangible product, service also needs quality. What is its goal? First of all, the goal of service: customer satisfaction of all customers. How to improve our customer satisfaction? This requires improving service quality: initiative, kindness, honesty, professionalism and self-cultivation, which are the five principles of our customer service.

Initiative: We should greet customers with a smile. When you meet your colleagues for the first time every day, you should say hello at the first time. And when customers need help, we will take the initiative to help them before they ask. For example, when we are on duty at the gate, we should go forward and say hello and ask if we need help. With the permission of the customer, we will take the initiative to take the goods and bring them to the customer's home. You can also call the patrol post for help to help customers solve practical difficulties.

Kindness: Kindness and friendliness. Always face customers at work, how can we work for customers in a friendly atmosphere? Smile when you meet and take the initiative to help. Customers can feel our concern and make them feel that we live together. Neighbor When I was working in Four Seasons Flower City, I had such a customer: Once, an aunt came back from shopping and I helped her carry things to her door. When chatting with her, I know the situation and care about her life. Every time she needs help, she offers to help. After all this help, she always asks me when she doesn't understand any information about property management. This relationship has played a great role in the harmonious relationship between our customers.

Honesty: One of my principles is trustworthiness. As we know, one of my five prohibitions is: no belittling customers' needs and no breaking promises to customers. We should take customers' requirements seriously and not be indifferent. Some may be possible for us, but some may be impossible for a while. Now, when I promise to do something that I can do, I must finish it on time. We can't exaggerate what we can't do and make promises, but in the end we can't do it well. In this case, customers will not trust us, and we will lose customers. Therefore, we must keep our promise to our customers.

Specialty: Our products are services, and services should be professional and standardized. Just like security management: everyone who passes through the gate, we check the documents. For the new employees in the park, when they first entered the gate, they didn't know which factory he was from, and there was no potential safety hazard when they entered the park. But when we pass the gate for the third time, we need to know which factory he is from. We should get familiar with his basic situation as soon as possible, which is our specialty. There is such a small thing: a salesman lost the trust of his customers because he called his name wrong once. Because of this incident, he later established a small customer file and won many customers. Therefore, our professional services should be reflected in the small things in daily life.

Literacy: Literacy is to form good habits in daily life. Now the BI implemented by our company is the code of conduct of our property management personnel: when walking, employees walk on the right; When you go upstairs, the customer comes first, which embodies the concept of customer first. At our gate, like the employees in the factory, we said, "Hello! Please show your label and cooperate with our work. " Treat everyone from the perspective of service.

In our property management, some of our security administrators still have the idea that service equals management, which makes our work qualitative. I hope colleagues who have these ideas can correct me. Each of our employees is doing an ordinary little thing in service. As long as you do every little thing well and do it to the extreme, it is equal to success.

202 1 The working experience of the property manager is very short. Secondly, with the deepening of property management in residents' lives, providing customers with satisfactory services has become the primary method for property management enterprises to maintain their absolute competitive advantage. To win customers and win the market, we must constantly improve the quality of service and management level, and often the customer's recognition of service comes from the sincerity of the service provider. It is not an easy task to truly be "sincere" in daily work. Some people say that working in property management is like looking at a kaleidoscope. Everyone will see it, such as taciturn, irritable, nagging, amiable, mean and picky, and so on. Facing all kinds of people, we will inevitably encounter difficulties and helplessness in our work, which requires us to treat people with different personalities in different ways and have some patience.

Some comrades are wronged in their work, and may be cynical, abusive or even violent, so that even if they win the fact, they lose their customers. In the long run, it will not pay off, and it will be difficult to carry out future work. In fact, in the complex relationship between people, if we can really think of each other when dealing with problems, we will be tolerated by each other in most cases from the standpoint of each other. Isn't there a saying called "Arrive in good faith and open the door with one stone"? When you encounter a problem, you might as well put yourself in the other's shoes. If my floor is soaked, will I be in a hurry? If my heating is not hot, my nest is not angry? If I have a car at home and can't get into the parking lot of my community, am I bored? Often, customers are "picky" for a reason. On the one hand, they are dissatisfied with our service, on the other hand, they are also a warning to some deficiencies in our work. Of course, some service requirements are beyond our power and do not belong to our service category. Even so, don't be "above". Still have to take it seriously and answer patiently in the principle of no small matter for the owner. Often, the sincerity of service can be better reflected in details and trivial matters, and it can also affect the owners.

Owner's satisfaction comes from high-quality service, and high-quality service comes from sincere investment. As long as you really think about your customers, sincerity will be like a trickle, nourishing people's hearts; As long as we give our customers sincere help, trust and support will follow. Only by sincerely serving, constantly broadening working ideas, constantly developing meticulous characteristic services and creating a high-quality humanistic living environment can we establish a distinctive brand of property management services among many property management enterprises and attract more customers. Sincerity is a magic weapon to communicate interpersonal relationships, which can relieve people's mental vigilance and is a lubricant for us to close the relationship with customers. Of course, this sincerity is by no means perfunctory. We should sincerely give our tolerant heart to our customers, give them more understanding, open our hearts in every grievance, and try to understand the connotation of sincerity, because this is responsible for the company, the customers and ourselves. Sincerity, a bridge, entrusts customers with trust in property management, and also conveys the care of property managers for customers.

202 1 The property manager has a short working experience. With the development of society and the improvement of people's living standards, people pay more and more attention to the problems of food, clothing, housing and transportation, so new property management is paid more and more attention, and the requirements for the management level and quality of property are getting higher and higher, which also puts forward a new topic for emerging property management-how to do a good job in property management.

There are many areas of property management, such as houses, schools, squares, stations, parking lots and office buildings. Here, I will talk about my own experience on the property management of office buildings. Office buildings generally refer to office buildings. That is, administrative personnel of government organs and employees of enterprises and institutions handle administrative affairs and engage in business activities. Characterized by concentrated personnel and complete supporting facilities, it is the center of political, economic and commercial activities.

According to these characteristics of office buildings, property management companies should first train office cleaning staff in professional knowledge, such as fire fighting, safety, how to deal with emergencies, etc., so as to improve their own quality and emergency response ability and make all indicators meet the qualified standards. At the same time, cleaning personnel are required to understand the basic situation of each floor and master the key points of cleaning. Lobby and bathroom are the places where staff come in and out most frequently, and they are also the places where they get dirty most easily. The focus of cleaning should be on the lobby and bathroom. In particular, the urinals, dead corners and glass in the bathroom must be cleaned in place, so that the windows are bright and clean, the urinals are free of dirt, and the bathroom has no odor, reaching the qualified standards. As the saying goes, "No rules can make Fiona Fang", first of all, the company must have strict discipline, and must formulate a set of management system and clean workflow suitable for the actual situation of the company. Every employee should work in strict accordance with the workflow, use cleaning tools and supplies correctly and reasonably, and make the floor clean, dust-free and footprint-free. There is no stain on the wall; The bathroom is clean and tasteless. In particular, we should pay attention to the hygiene of the corners and try our best to have no dead ends. In addition, we should actively cooperate with maintenance personnel, report the equipment leakage to the company and maintenance personnel in time, so as to deal with it in time, so as to avoid causing great losses, and do a good job of cleaning after maintenance. In terms of discipline, it is necessary to strengthen the construction of cleaning staff's ideological style, strictly grasp discipline, regularly inspect and supervise, and ensure that there are laws to follow, law enforcement must be strict, and offenders will be prosecuted. Everyone has rules to follow when executing, and everything has evidence to follow. Strictly follow the reward and punishment system, reward for good performance and criticize for poor performance. For those who fail to make corrections within the time limit, they will be randomly checked every morning and regularly checked in the afternoon to solve the problem at any time. Reflect the problems related to the government and other departments to the government management department in writing, and suggest that they be solved quickly so as not to affect the normal work of the building staff. Summarize the work of the week every weekend and arrange the work tasks for the next week. Make the cleaning management move towards the track of institutionalization, standardization, scientificity and humanization.

Secondly, we should exchange cleaning experience, learn from each other, and work hard with Qi Xin. For example, cleaning the elevator with the elevator cloth in your hand will be a waste of time and uneven. Some cleaners tried to tie the towel to the broom, which greatly improved the work efficiency and wiped it quickly and evenly. It's finished, and everyone feels good. This little trick was immediately popularized at work. At the same time, actively carry out the training and assessment of service skills of cleaning staff to improve the quality and service level of cleaning staff.

Thirdly, fully mobilize the enthusiasm and initiative of employees, make every employee correct the service attitude, work conscientiously and responsibly, be not afraid of being dirty and tired, and overcome the sense of inferiority, and we will certainly be able to do a good job. There is no distinction between nobility and inferiority in the works themselves, but there are differences in attitudes towards the works. Whether a person can do a good job depends on his attitude towards work. Regardless of whether the occupation is ordinary or not, regardless of the position, we must respect it. Cleaning work is relatively low in the eyes of others, and dealing with dirt all day is very dull. If cleaning is not in place, it will be criticized, but her work is noble, and a person's hard work is in exchange for a clean environment and spring scenery in the garden. All walks of life should care about the life of cleaning staff and respect their work. Their work is an indispensable part of society, so that their work can be understood and recognized by society, and they can have a good working attitude and work actively. . To improve and protect the environmental sanitation of the office building, as long as we regard the office building as our home, clean it from time to time, make the ground and windowsill clean, and operate in strict accordance with the operating rules, we will certainly do a good job in cleaning the office building. You can make every staff member enjoy the warmth and convenience like home and work better in a comfortable environment. This not only improves the environment, but also achieves our service purpose. On the other hand, employees' service skills are constantly improved in study and practice, which can better provide better management and services for the majority of owners.

202 1 The working experience of property manager is brief. Fourth, change "small and complete" into "big and refined". The types and regions of heritage jurisdiction are widely distributed and scattered. The "small and comprehensive" management mode makes it difficult to enjoy service resources and waste human and material resources seriously, making it difficult to maintain the overall advantages of property companies. "Big but refined" means separating the functions of security, equipment maintenance, cleaning and greening from the original management, and establishing or outsourcing them to more professional cleaning companies, security companies and greening companies. , the implementation of professional management, with effective quality monitoring mechanism, to break down the "regional" barriers, to achieve * * * enjoyment and balanced utilization of resources.

Secondly, change "pure service" to "interaction with owners". Simply improving the quality of service, all property management work is done according to their own management requirements, which often leads to friction with the owner's work. Due to the diversity of owners' needs and the enhancement of environmental and cultural awareness, they have different needs for improving service quality. The ancients said, "Those who touch people's hearts should not consider their feelings first." . At present, owners have various requirements for property management. To win the recognition of the owners, we must treat people sincerely and move people with emotion, in addition to constantly improving our property management service level. The core of this is to enhance personalized service. By establishing the owner's demand file, we can understand, master and dig the owner's demand in time, so as to provide a wider range of services for the owner. In addition, strengthen communication with the owners in daily life, sort out and classify the collected opinions, give timely feedback, make continuous improvement, attach importance to the owners' feelings and integrate them into their emotions.

Finally, integrate "small groups" into "big society". The effective development of property management services can not be separated from three types of resources. First, social resources, including the support of the government, streets, communities, public security, sanitation, suppliers and potential customers. The second is their own resources, that is, the right to enjoy all kinds of service information and service facilities and equipment of the property they manage. Third, the owner's resources. Owners are a huge group, and their consumption demand and potential resources are the continuous driving force for property management service enterprises to expand their operations. Only by truly integrating our "small group" into the whole "big society" and building a harmonious living environment can we continue to develop our "small group", expand more social services other than the related business of telecommunications, and develop the viability and risk resistance of enterprises. Let employees get more benefits from it.

Owner's satisfaction comes from high-quality service, and high-quality service comes from sincere investment. As long as you really think about your customers, sincerity will be like a trickle, nourishing people's hearts; As long as we give our customers sincere help, trust and support will follow. Only by sincerely serving, constantly broadening working ideas, constantly developing meticulous characteristic services and creating a high-quality humanistic living environment can we establish a distinctive brand of property management services among many property management enterprises and attract more customers. Sincerity is a magic weapon to communicate interpersonal relationships, which can relieve people's mental vigilance and is a lubricant for us to close the relationship with customers. Of course, this sincerity is by no means perfunctory. We should sincerely give our tolerant heart to our customers, give them more understanding, open our hearts in every grievance, and try to understand the connotation of sincerity, because this is responsible for the company, the customers and ourselves. Sincerity, a bridge, entrusts customers with trust in property management, and also conveys the care of property managers for customers.

In short, high standards, high requirements, high quality management, coupled with warm, sincere and patient service concept, will eventually gain the trust, understanding, care and support of the owners. In the end, it will bring more and more stable benefits to enterprises and employees. Through the unremitting efforts of all the staff from top to bottom, the property is forging ahead along this road, moving towards the goal of "more professional, more meticulous, more humanized and more perfect" and making contributions to the sustainable development of xx industry after listing.