Summary of Personal Work in Probation Period of Property Management

Summary of Personal Work in Probation Period of Property Management

This is a model essay of "Summary of Work in Probation Period of Property Management". In terms of service providers, we should take specialization as the direction, incorporate legalization into it, and take the procedural road. For reference only!

1. Up to now, China's property management industry has gone through more than 20 years and has reached a certain scale and form. With the reform and development of economic system, the modernization of cities and people's requirements for the sustainable development of living space, the reform of property management has become an inevitable trend and an inevitable product of the development of real estate commodity economy. Especially in the market economy, most people will become the owners and users of property. Therefore, how to remain invincible in the fierce market competition and create reasonable scale benefits has become the key issue of property management. Under the background of social division of labor and market segmentation, only aiming at different property types, different consumer groups and different management modes from others can we erect our own banner and establish our own business philosophy, that is, we should take the road of enterprise brand.

What is the brand? According to the definition of American Marketing Association, a brand is a name, logo and symbol. Simply put, it is the brand of goods, which is different from the mark of competitors with its own special commodity form. However, with the development of market economy, brand is no longer a simple distinguishing sign, but a source of corporate customers and values (cultural value and economic value). Property management is a kind of service with property as the management object, owners as the service object and social groups as the orientation.

Therefore, the building of this service brand is nothing more than three aspects: popularity, reputation and loyalty. One of the important factors why Shenzhen Vanke can become a leader in today's industry is the brand effect of its services. What can it do in numerous bidding? Why didn't I hear his voice before I saw him? Relying on its popularity, the support and trust of the majority of owners in daily management in the future mainly depends on its reputation, so the increasing loyalty has won more and more customers for it, and finally cast the Chinese property? Big Mac? . But creating a brand is not a one-off event, but a long-term process. In reality, some indisputable facts are in front of us, such as nonstandard property market, imperfect operation mechanism, imprecise laws and regulations, and low awareness of property management of the majority of owners, which have all become the restrictive factors for enterprises to move towards branding? Bottleneck? Especially in the northern region, it is more difficult for some small and medium-sized cities to make property brands when the overall level is not high. Although Rizhao is a coastal port city, it is still a small and medium-sized city in terms of economic development and population size. Therefore, in this case, in order to be a brand of property, we must not only overcome great environmental difficulties, but also optimize the internal structure and staffing of enterprises to the greatest extent. In this regard, the author in the company's four property projects internship into a month's time to feel quite deep.

The following is the author's personal experience in his works:

(1), the image of property personnel is not standardized. Including the appearance, language and behavior image of the service personnel. Service personnel are the first person to deal with the owners, so the image they leave to customers represents the spiritual outlook of the company.

(2) The rules and regulations are not perfect. Mainly including internal (employee norms, job responsibilities, reward and punishment mechanism) and external (management system, owners' convention, handling procedures, etc.). ).

(3) Property management publicity is not in place. For example, before the maintenance fund is fully collected, there should be no time stagnation, and publicity should be kept to the owners, including leaflets, newspapers, billboards and so on.

(4) The service personnel's humanistic consciousness is not strong. Not considerate and enthusiastic about the owners, and some even had a dispute. In the actual contact, the service personnel can't deal with the things promised to the owners in time, such as maintenance, etc., and the delay has caused a serious crisis of the company's integrity.

(5) The income from property management is single, and it is difficult to get rid of the loss situation. For example, Tongfa Property has been built for more than ten years, and most public facilities are aging, so it is inevitable to lose money by relying on the service fee of 1. 1.

Secondly, through the running-in of theoretical research and practice, the author thinks that these basic problems have become the restrictive factors for Haina Property to move towards brand and from decentralized management to intensive development. How to solve these problems, standardize the operation of property projects and establish the brand image of Haina Property. The author puts forward some suggestions and methods through recent practice.

1. It is the key to establish a standardized, efficient and professional team and do a good job in basic management. Excellent basic management is the basic point of doing a good job in property management, and the quality of employees is the decisive factor of quality service and the key to the sustainable development and growth of a property enterprise.

(1), standardize the image of service personnel and increase corporate publicity. The standard image includes three aspects: appearance, language and behavior. The instrument standard requires our service personnel to hold certificates, wear obvious signs when dressing, and the tools used should be printed with the logo of the enterprise. The language image requires the service receptionist to speak Mandarin, which is very important, because most of the buyers in the company's projects are foreigners. For example, in the telephone reception of the server, you should ask first? Haina Property. May I help you? Language should be as warm and euphemistic as possible, including when there is a contradiction with the host. Haina Property? It should be the mantra of every employee, and it is also conducive to the promotion of corporate image. Behavior image requires employees in each position to work in a standardized way and show their professional demeanor. This is very important for our security personnel who are responsible for maintaining public order in the community. Therefore, we should try our best to meet the standards of militarization in our work, such as not walking, smoking and fighting, so as not to cause adverse effects on our owners. Property is a service industry, and its behavior is actually a service process, that is, service delivery process. Cheerful staff can calm the dissatisfaction and complaints brought by service defects to the owners. In addition, the image of service personnel is also a tangible display of the company's services, conveying the good image of the company to users.

(2) Improve the rules and regulations related to property and various file keeping systems. Perfect rules and regulations can regulate the behavior of employees, which is conducive to the reengineering of the whole service process and the promotion of the external image of enterprises. It is also an essential link for future excellence and 9000 certification. Therefore, it is necessary to establish the post responsibility system and job content requirements of employees internally and ensure their implementation. The establishment of internal system should always show the image of an absolute service provider, take the owner as the center and radiate the behavior of every employee. In practice, the first inquiry responsibility system of urban gardens is worth learning from other property projects, that is, every service person who comes into contact with the owners should become a point in the service process and realize seamless service. Externally, it is necessary to establish a perfect public system such as decoration system, house inspection system and equipment file management system. It is worth noting that the establishment of each of our public systems should be based on national laws and regulations, and the wording should be as humanized as possible. This will help to establish a clear and reasonable service process, really? Everyone is in charge of everything? , so that every accident can find out the corresponding responsible person, and can cooperate with the corresponding incentives.

(3) Pay full attention to the role of the owners' congress and the owners' committee, and make it a bridge between the property and the owners. All the owners are the owners of the whole residential property, and the owners' congress and owners' committee are their representative institutions and representatives, and they are also the owners of major decisions in residential areas. Therefore, property managers should pay full attention to their own role and handle the relationship between them. Owners' committee is the executive body of owners' congress, and also the supervisor and helper of property enterprises. Some important property matters (use of property maintenance fund, annual budget, management of public parts of property, etc. ) must be approved by the industry Committee, otherwise sometimes the good idea of the property may become illegal. In view of the fact that the owners' committee of Shanhaitian City Garden is not perfect at present, major issues should be agreed by most owners as far as possible. In addition, in the daily management service, we should hold a forum with the owners' committee or owners' representatives regularly or irregularly to consult the deficiencies and defects in the usual management and improve ourselves. At the same time, it is also necessary to express the reasonable requirements for the owners and the uncooperative phenomenon of individual owners to the owners' Committee and ask them to help solve them, so that both parties can know fairly well and reach a written agreement when necessary.

2. Service management should take specialization as the direction, incorporate legalization into it, and take the procedural road.

(1), with specialization as the direction, we must first lay a good professional foundation, that is, let most employees master rich professional knowledge and skills, so enterprises should establish a vivid and flexible learning network. For example, it needs to be decided within the company

Make all kinds of timely, fast and convenient professional learning media such as books, periodicals and newspapers. , and configure the modern information network (Internet, LAN, etc. ) let the advanced ideas of various projects become the company's * * * enjoyment information, and let employees think through learning? Standing in Haina, jumping out of Haina? Do everything well in the work with the thought and mentality of a leading industry. In addition, the company should also organize training courses and go out to study regularly or irregularly. In particular, don't just go out and learn something? Nazism? We must make timely changes according to local conditions, mainly in line with the actual situation of our company and our community. Even the most advanced way of thinking divorced from reality must bear the pain and give up what one favours, otherwise it will only waste a lot of manpower and material resources.

During the internship, the author came into contact with few professional books and periodicals on the project, so this is particularly important. For professional skills, because they are the basis of service quality, employees should be encouraged to put forward methods to transform their skills, take national skills examinations, and reward employees who have achieved certain results, thus forming a kind of? Apply what you have learned and learn from using it? A virtuous circle. Thirdly, specialization needs a clear departmental structure and perfect professional reorganization. For example, the Shanhaitian project has few personnel, and one person has to be responsible for several departments, so the management of some files is a bit confusing. Therefore, the department structure should be clearly divided into office, service center, security department, greening and cleaning department, business development department and so on. All departments should form their own responsibilities and job specifications and have corresponding supporting facilities. Finally, professional reorganization is to integrate professional knowledge according to the characteristics of the majors used by various departments, so that every employee can have multiple functions, such as security, greening and engineering departments, which can be done on the basis of clear departments? Everyone should learn and understand everything? In the absence of the person in charge, you can deal with emergencies.

(2) Legalization means that every behavior of the company should be directly or indirectly related to legal policies, which is also the key for us to always take the initiative in our work, especially when dealing with uncoordinated disputes. Property enterprises should always have the awareness of legal self-protection, that is, they should make a difference in every potential legal dispute. For example, in the city garden, I saw some duplex buildings with rough and narrow stairs. If the owner looks at the house or accepts it, there is a potential danger of falling, and our property has not given any warning. This is our inaction. In the event of an accident, we will bear the responsibility. If we give an eye-catching warning, then we can only bear no responsibility or joint responsibility. The same situation, for example, on the wetland that our cleaners have just cleaned, on the roads in residential areas that freeze in winter, and so on. We should all do something about potential accidents. Therefore, every employee should keep in mind the legal awareness of self-protection to avoid unnecessary trouble.

3, the first marketing card, there are many ways to go. In the final analysis, brand creation is the result of marketing, which of course includes enterprise's market, culture, behavior marketing and so on. Through marketing, enterprises can improve their popularity, expand their market share, make Haina Property form a word-of-mouth effect, and form their own economies of scale on the basis of few new customers. At the same time of brand marketing, we should learn to walk on multiple legs. At present, most of Haina's four project departments (Shanhaitian, Tongfa, Linhai Community and Urban Garden) are at a loss, which is caused by the low occupancy rate of owners and the aging of public facilities. Therefore, it is not feasible to rely solely on a single service fee to survive in enterprise operation. Through practice, the author thinks that the engineering practice of Tongfa Property is worth learning, that is, while completing the work of this community, make full use of human resources to undertake the external maintenance work of the enterprise to generate income for the enterprise and minimize losses. From this, we can think of other practices such as housing agency, advertising space rental, housekeeping and other special services, which can become the source of income for enterprises. Of course, some pessimistic facts are also before us. Enterprises will certainly encounter resistance from the market and the government while operating in all aspects, which requires our managers to actively carry out public relations work and create a relaxed and stable space for the development of enterprises.

4, according to the characteristics of the community, adjust measures to local conditions, establish a distinctive property management area. If the company's existing and future project properties gather under one banner to shape the brand of Haina Property, then we can't do it? One size fits all? In the form of, to adopt? Petunia nose? Management methods.

Through practice, the author has his own experience:

(1), Shanhaitian project, most of its buyers come from investment, so the appreciation of the owner's house becomes the key, specifically, vacancy and environmental governance become the top priority. During my internship, the author saw that part of the grassland in Banhai Mountain Villa has been deserted, which may be a legacy of early development or poor management, but this will definitely cause dissatisfaction among the owners and bring difficulties to property charges. Therefore, our focus should be on the environmental management of houses.

(2) Urban garden project, the property has just been built, with a large initial investment and perfect software and hardware. Therefore, it provides good conditions for excellence and 9000 certification. If the service fee is raised reasonably on the basis of success, it will also convince the owners. Therefore, urban gardens should be able to create an excellent community with complete functions.

(3) In Linhai Community, the occupancy rate of the owners is high and the property history is long. How to have a good relationship with the owners is a key issue. That requires our property managers to take community culture as the center, actively change their service attitude, think for the owners everywhere and activate the community atmosphere. For some owners who often go out, we should increase the publicity of property management to avoid misunderstanding caused by management gaps. Generally speaking, taking the characteristics of each community as the basic point of work can enrich our service system and establish the brand image of the enterprise.

5. Regional development, studying near Qingdao and studying far away from Shenzhen. Qingdao and Rizhao are both port cities along the Yellow Sea. Although there are great differences in economic development and population, they are similar in human environment, geographical location and climatic conditions, so the life span of the property and the growth of vegetation are roughly the same, so there should be a certain geographical relationship in property management. In recent years, Qingdao's property management has developed with each passing day. Every year, several residential quarters are rated as provincial and national demonstration units, and their property industry has been able to form an overall operating mechanism from enterprises, governments to schools. Perfect laws, regulations and policies and sound operating mechanism provide a comfortable environment for the development of Qingdao real estate. Hotbed? In recent years, some enterprises from Hong Kong and Shenzhen have successively settled in Qingdao, which shows their high level.

Therefore, it is of great benefit to aim at Qingdao first in the region and introduce its advanced management mode and business philosophy, which will be used by us after feasibility analysis. Secondly, learn from Shenzhen. 198 1 year, the establishment of the first property management company in Shenzhen marked that Shenzhen became the first property management place in China. Since then, after more than 20 years of development, a number of China real estate giants such as Shenzhen Vanke, Gemdale and China Shipping have emerged. Yuanyuan's development history, rich management experience and international management mode make it a learning model for China property. In recent years, Shenzhen real estate? Send troops north? It should be said that it provides us with a good learning opportunity, so we should actively learn from the experience and lessons of Shenzhen property management in the north, strengthen communication between enterprises, form a * * * sharing network, and attract others' attention for building our brand.

Thirdly, during the nearly one-month internship in four projects in Haina, I learned something that was not in books, increased my practical experience and laid a solid foundation for going to work. The above are some experiences and suggestions of the author. After the enterprise reform and restructuring, through the long-term unremitting efforts of all employees, the author firmly believes that Haina Property will be able to get out of Rizhao, Shandong and even the whole country and establish its own corporate brand. Sail ahead, eventually brilliant, Haina property owners will be able to hold up a brilliant tomorrow.

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