Summary of manager's work in property management office

Work summary of property management manager 1. Due to the transfer of the customer service manager, I was assigned by the company leaders to be responsible for the overall work of the customer service department in the recent period. According to the focus of our company's customer service work and the transfer of the customer service manager, I was assigned by the company leaders to be responsible for the overall work of the customer service department in the recent period. According to the focus of our company's customer service work and my years of experience in property customer service management, the work done in the first half of 2007, especially during this period, is arranged and envisaged.

The first is to strengthen the construction of departmental systems.

1. Due to the change of department personnel, the division of work in this department was adjusted according to the actual situation, so as to strengthen management and improve work efficiency.

2. According to the actual situation of blank management system in customer service department, draft and modify the system. Seven rules of system construction: regular meeting system, complaint handling regulations, property service charge management system, maintenance handling regulations, data file management system, building inspection system and front desk management system. And re-create the application form according to the unified standard, and distribute it for use.

3. Strengthen the construction of employees' spiritual outlook, implement the daily morning meeting system, timely convey the spirit of relevant documents of the company, and implement the work.

4. Hold regular meetings of all staff in the customer service department, sum up the existing problems at this stage and make timely rectification, improve and improve the quality of employees in the department, improve their work style and raise their service awareness.

5. Carry out targeted departmental training, organize the study of property management regulations, property law and other relevant laws and regulations, so as to implement various systems.

6. Recruitment and training of new employees in Area B. ..

Second, the charge management

1. Communicate with 52 households who demanded compensation from the property management company for housing quality problems in the early stage. After many difficult negotiations between the administrator, supervisor, manager and general manager of the customer service department, with the consent of the group, 35 households have been properly solved.

2. Pay off the property fee due in the first half of 2007 for one month, with a collection rate of 92%, with a collection amount of 3702 14.65 yuan, excluding 17 households that refused to pay the property fee due to unsuccessful compensation in the previous period, and collect the reported property fee, heating fee and compensation amount. Details are attached.

3. The domestic income plan for 2007 is 654.38+10,000 yuan. By the end of July, the income of * * * was 7465.438+00 yuan, which was far from the plan. The main reason is that the property management company plans to carry out some income-generating projects this year, such as distribution for business households, picking up and dropping off children, etc., but it has not been implemented in the first half of the year. Secondly, the number of cleaning staff is reduced by half, and the adjustment liquidity is relatively large, resulting in a relatively low completion rate of the plan.

In the second half of the year, the second phase of house delivery is also an opportunity to carry out domestic service, and strive to generate 20 thousand yuan.

4. The charges in the second half of the year are divided into three parts. First, 2 1 households overdue for various reasons on June 30, 2007 were settled; The second is to collect property fees due at the end of July 2007. In view of the characteristics that apartments are mostly renters, payment is mainly made by telephone and supplemented by written form; Third, follow up the 16 households whose claims have not been agreed in the previous period, especially the 5 households who have been negotiating in the future, so as to properly solve this remaining problem before the end of 2007. The collection rate of property fees is over 99%, and the collection rate of heating fees is 100%.

Third, service management.

1, sort out the previous property archives, standardize the file lending system, arrange special personnel for management, and implement the lending registration system.

① Reorganize the basic information of customers; Focus on summarizing the distribution of apartments No.4 and No.5 into a plan, separating the owners from the leased tenants, which is convenient for reference and daily management; (2) Update the contact information of the owner and each outsourcing unit; (3) Count the maintenance manufacturers, contact the real estate office to determine the acceptance date, and provide favorable basis for customer maintenance; (4) Make statistics on the use of the key, induction cooker and access card in the early stage, verify the remaining quantity, find out the reasons for the defects, and make preparations for future work; ⑤ Arrange the existing vacant keys and indoor facilities and equipment, arrange contact maintenance and indoor cleaning, make good preparations for sales, and implement the regular vacant inspection system.

2. Repair the engineering quality problems of the customer's previous room, focusing on waterproofing, threshold stone, wall cracks, flooding maintenance, floor cracks, shower curtain leakage, toilet water seepage, bathroom floor tile tilt, indoor door lock replacement, entrance door maintenance and washbasin launching maintenance.

3. Because the faucet of the washing machine leaked when it was broken, the damage to the floor and wall was dealt with, and the owner and relevant responsible units were contacted many times. In case of failure, send a letter asking the responsible unit to reply within a time limit. Now a written commitment has been made to return the floor to the owner at the end of July.

The same problem is handled differently by different responsible units. After the owner of 5#506 is damaged by water leakage for the same reason, if the property management company meets the owner and the responsible unit for an interview, both parties reach a maintenance intention, which shows that the owner has done his duty and safeguarded the interests of the property management company from loss.

4. Strengthen the inspection management, standardize the daily inspection of lobby posts and floors, organize collective floor inspections for many times, and handle problems in time when found. Take written photos of the unresolved problems in the near future, hand them over to relevant departments for handling, and pay a return visit to follow up.

5. To solve the problem of raising dogs in residential areas, one is to issue a notice on "Strengthening the Management of Raising Dogs in Residential Areas" and publish a report telephone number; Two, please cooperate with the Democratic Square police station to clean up and rectify the owners who violate the dog-raising regulations, and issue a notice of cleaning up; Third, set up a special elevator, inform and guide pet carriers to take freight elevator, and give elevator instructions to avoid conflicts between people and dogs.

6. In view of some problems existing in the early management, we should attach importance to and strengthen the inspection of the second decoration of apartment owners. Once found, the owner should be required to stop work, and the construction can only be started after the relevant renovation procedures are handled in the property management company according to relevant regulations. At the same time, the safety management department is required to strictly supervise and manage the decoration workers after work and at night according to the company regulations.

Four. B area work preparation

1. Communicate with the sales center of the real estate group to obtain detailed information and floor plan of all owners in Area B, and make preparations for hand-over in advance to improve work efficiency.

2. Think about and prepare the procedures and materials required for the delivery of the house in Area B, improve and perfect the procedures for the delivery of the house in Area A, and avoid repeating the same mistakes. According to the data in Area A, consult the property law and other laws and regulations to sort out and prepare the documents needed in Area B, and ask the group for instructions before printing.

3. Enter the construction site of Area B, understand the progress, make a preliminary inspection of the completed project, and start the preparation for the formal handover, so as to prepare for the smooth handover in June 10.

4. In the second half of the year, carry out the overall handover of Area B, arrange the maintenance projects after handover, and pay a return visit.

5. Filing of handover and check-in information in Area B, key keeping and borrowing management.

Verb (abbreviation of verb) clean management

1. After taking over the management department, immediately arrange the work according to the existing problems. Arrange the division of labor, work scope, work standard, working time, working cycle and frequency, and select the reorganized cleaning class internally. At present, two trainee monitor have been selected; The apartment implements double shift system, ensuring that the lobby of the apartment will be cleaned before 8: 00 in the morning, leaving the owners with clean and bright visual enjoyment. The second is to improve and refine the working standards of apartments and commercial streets and strengthen the clean quality; The third is to master the cost plan, analyze it on the basis of the original work, and put forward new ideas of saving money and increasing efficiency; Four, assist the warehouse keeper to store and use cleaning appliances and supplies reasonably, establish a ledger, strictly register the warehousing and recipients, and sign by the recipients, monitors and managers before leaving the warehouse to control their rational use, and make an inventory at the end of the month to ensure that the accounts are consistent.

2. Daily cleaning management. First, check the current work of the cleaning class according to the assessment standards every day, and rectify the problems found; The second is to organize the monitor to hold a work arrangement meeting, put forward new requirements for his work, and ensure that the work is planned and summarized afterwards; The third is to hold regular staff meetings, summarize them regularly, implement new standards and requirements in the team and improve the team's mental outlook.

After more than a month's adjustment, the cleaning work has been significantly improved in both mental outlook and work quality standards, and has been affirmed and praised by company leaders many times.

3. Cleaning and land reclamation of shops and apartments in Area B. ..

To sum up, although I have made some achievements in the overall work of the customer service department during this period, some work is still going on due to time constraints. My idea is to sort out and straighten out all the unfinished work in the early stage.

The later work arrangement is mainly to prepare for Area B, at the same time, formulate and implement the existing rules and regulations of the company and the department, improve the work style of the department, and gradually improve the housing supporting and comprehensive service management of the community on the basis of striving to achieve the economic benefit index. Lead by example, mobilize the enthusiasm of employees, and complete all the work with good quality and quantity.

Summary of the work of the second manager of the property management office. Since I was transferred to the property management office as the manager of the property management department this year, I have worked hard to adapt to the new working environment and post, studied with an open mind, buried myself in my work, and fulfilled all the tasks with due diligence. The property management of our campus has made brilliant achievements. The following is my work report.

Consciously strengthen study and try to adapt to work.

It's my first contact with property management, and I don't know much about the responsibilities and tasks of the comprehensive administrator. In order to adapt to the new job and working environment as soon as possible, I consciously strengthen my study, humbly ask for advice and solve doubts, constantly sort out my working ideas and summarize my working methods, and now I am basically qualified for the job. On the one hand, learn while doing, learn while doing, and constantly master methods to accumulate experience. I pay attention to the task as the traction, relying on the improvement of post learning, through observation, exploration, access to information and practical exercise, I quickly entered the working state. On the other hand, consult books and colleagues, constantly enrich knowledge and master skills. With the help and guidance of leaders and colleagues at all levels, I have never attended a meeting and have never been familiar with it. I gradually found out the basic situation in my work, found the breakthrough point, and grasped the key and difficult points of my work.

Concentrate on your work and earnestly perform your duties.

Be patient and meticulous in financial work. Since I took over the financial work of the management office for half a year, I have carefully checked the financial books in the first half of the year, sorted out the financial relations, strictly implemented the financial system, and made every account well, thus ensuring the annual balance of payments and the realization of profit targets. First, do a good job of every incoming and outgoing account. For each incoming and outgoing account, I record it in different categories according to the financial classification rules and register it. At the same time, carefully check invoices and bills, and do a good job in bill management. The second is to do a good job of monthly routine reconciliation. According to the financial system, I refined the income and expenditure of the month, prepared financial statements regularly, and reconciled them in time according to the company's requirements. There are no omissions or misstatements. The third is to collect service fees in time. Combined with the actual situation, on the basis of further understanding of the service fee agreement collection method, I carefully distinguish and collect and collect the service fee regularly according to the service fee agreed by Hongya Company, the owner and us. 20xx annual service fee has been paid in full. The fourth is to control the cost reasonably. Reasonable control of expenses is an important link to achieve profitability. I insist on starting from the interests of the company and actively assist the director of the management office in charge of financial management. Especially in the aspect of recurrent expenditure, we should strictly control procurement, consumption and supervision to prevent extravagance and waste, and at the same time put forward some reasonable suggestions.

Take the initiative to do a good job in copywriting management. I have been mainly engaged in office work for the past six months, and I am quite sure of copywriting management. I have mainly done the following two things: First, I have done data entry and document sorting. For the information files and relevant meeting minutes involved in the management office, I carefully input and print, make forms and documents according to the work needs, and draft statements. The second is file management. After arriving at the management office, the systematic and standardized classified management of archives is my routine work. I use the method of combining normal maintenance with regular centralized sorting to classify and file the files, and do a good job in the registration and management of the files in and out of the warehouse.

Do a good job in greening and maintenance seriously and responsibly. The greening work of the community was given to me in June+10, 5438. For me, this is the first time. Due to the lack of professional knowledge and management experience, there is a shortage of greening workers at present. Now it is winter, and the situation of greening work in residential areas is more severe. I have mainly done the following two aspects: First, do a good job in the daily maintenance of community greening. The second is to carefully check and accept the handover.

Main experience and gains

Some work has been completed and some achievements have been made. To sum up, there are the following experiences and gains.

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 carefully managing the accounts can we fulfill our financial responsibilities.

Only by establishing service consciousness and strengthening communication and coordination can we do our job well.

Existing shortcomings

Due to lack of work practice and relevant work experience, there are the following shortcomings in the 20xx years of work.

I don't know enough about the contents of the agreement on property management service fees, especially some previous fees;

The cost of canteen food is high, which is easy to grasp at the macro level and difficult to control at the micro level;

The situation of greening work is grim, so we should make greater efforts in community greening management.

What is the next step?

In view of the shortcomings in the work, in order to do a good job in the new year, the following aspects should be highlighted.

Actively coordinate with the company and the owner to further straighten out the relationship;

Strengthen the study and improvement of business knowledge, innovate working methods and improve work efficiency;

Manage money, manage accounts and control current account expenditure;

Do everything possible to manage the canteen and handle the relationship between cost and food;

Do a good job in greening and maintaining the community.

Summary of manager's work in property management office. 20xx years are about to pass, and a new year is about to begin. The whole year of busyness is coming to an end. Looking back on this year's work, I am really ashamed. By the end of XX, I had anticipated the difficulty of this year-we fought for our country in XX and ruled the country in XX. Having said that, we really didn't expect XX to be a market famine year. In this year, our mood was ups and downs, first of all, national affairs, followed by industry difficulties, and XX years passed before we could catch our breath. This means that our workload will be heavier after XX years. Next, I will make a profound review of the work of our business department this year, hoping to get your guidance and criticism.

Organization and human resources

From the end of XX to the beginning of XX, the company invested a lot of money to equip four outstanding salesmen in the business department with cars, so the company made great adjustments in its organizational structure. Considering the problem of teamwork and improving vehicle utilization, we set up four business groups and four heads, relying on these four excellent sales staff. Initially, each group was required to improve the team within three months, with three people, that is, one team leader and two team members. I also started to help them recruit talents. However, due to the wrong direction, the requirements for hiring personnel are too high, and all the six new employees who joined the company left within six months. Although the flow of people is normal, it is really unreasonable to be wiped out by the whole army. In any case, we can't keep anyone, which proves that we have made mistakes or mistakes in some aspects.

First, there is something wrong with the people we recruit. This year's undergraduate graduates are a very unstable group. They demand long-term stable income and good personal development space, and our sales-oriented company does not have such a high position in the eyes of these enthusiastic children.

Second, we don't have a mature training program for newcomers. Although the children who have just left school are full of energy, they have no social experience or work experience. They rely more on school tutors or teachers. Without classrooms and teachers, they can't find a way to learn quickly. When they need to find their interests and directions quickly, we can't provide them quickly. This caused the psychological gap between them, the passion gradually disappeared, and the work lost its motivation.

Third, our existing team is not good enough. People are grouped. Although not all the employees we employ are so excellent, they really want to join the regular army. They want to be part of the best team. However, we failed to meet their requirements in terms of personal ability and team qualification. The loose management system and weak requirements are also one of the reasons for their gradual departure.

In a word, we have learned some truth from this recruitment. What we need most is not highly educated and high-quality talents, but talents with medium quality, medium education, high experience and low requirements. In the future recruitment, we must downplay the requirements for academic qualifications, but pay attention to quality and experience, focusing on mobile salespeople in related industries who have been honed for a period of time, because they have passed the warm-up period, as long as they have good quality and a little sales experience, and often these people don't necessarily have high requirements for wages and enterprises. It is also necessary to formulate a set of recruitment and training programs, and strive to make a scientific assessment of new employees in the shortest possible time, greatly improving their work ability and loyalty. In addition, we also need to conduct regular training for the existing employees of the company, put forward strict requirements for the existing old employees, and constantly improve the combat effectiveness and cohesion of the team.

Second, execution.

On the issue of execution, the two bosses of the company have mentioned it many times. In my opinion, execution should be divided into two links, one is reaction and the other is action. First of all, a lot of work needs teamwork or division of labor to complete. The commander of this process needs a quick response process, and the division of labor ends with action. In the process of connecting the two links, the team leader, that is, the head of the department, has the greatest responsibility, so I think the execution is not good and the head of the department is unforgivable. I want to take this opportunity to review with you. When I did it before, there was usually only one step, and that was distribution. The mistake is obvious. I lack command, supervision and inspection (or acceptance). I am also determined to be strict with myself in my future work and strive to be a model for implementation.

3. Market development and maintenance

The most beautiful thing in the work of XX years is the successful development of home improvement channels, but in XX years, there is almost no such thing! First of all, in terms of home improvement channels, although we have done a lot of work for some mainstream customers and strived to maximize the utilization of resources, our efforts do not seem to have achieved much good results. So in what direction should we reverse this situation in XX? I think we should start with details. I have started to discuss some of my ideas with the person in charge of the home improvement channel. First of all, the positioning and classification of channel customers, take out the sales performance of channel customers for analysis. First, find out the customers who care about us and put them in the first place, because these are our most loyal friends and what we should pay attention to most. Then, for customers who have certain sales ability but are not mainly from us, we should first find their key partners, then understand the reasons for their good cooperation, and try to turn around Gankun with one-on-one targeted solutions; Finally, there are those customers with average ability and no direction. Naturally, they can't give up, but they don't need to invest too much energy and material resources. I always think that customer maintenance is more important than channel development. You must learn to defend first and then attack, otherwise the loss will outweigh the gain.

The tooling market is even worse. The market environment of XX is not optimistic. On the whole, due to the impact of the economic crisis, the situation of the real estate market will not improve much in the short term. People are worried and cautious about buying investment. There are fewer houses and less hardcover, and even some small enterprises planning to decorate will postpone their plans. In a word-difficult! But we can smell a little optimism from another direction, that is, the country's capital construction. My view on the tooling market next year is that large-scale procurement will increase, while small-scale tooling may shrink more than in previous years. This requires us to focus on large-scale construction sites, do a good job in bidding and public relations next year, and strive to find cracks in the harsh environment to ensure safety.

Community promotion is blank in XX, and we began to realize the importance of this link in XX. In the same industry, many pioneers have failed, and everyone is exploring the most convenient way. This road is really not easy to find, but I think the first thing is that we should choose a goal. Without the ultimate goal, it is impossible to establish a direction. Therefore, before XX began to promote the community, our position was to "pay attention to publicity and promotion, and strive to increase the share of our goods in the community". At present, this work is being tried out. I believe that as long as we can firmly follow the established goals and go step by step, we will certainly succeed. In XX, we will still focus on the advertising investment in the community, but we must do a good job in the positioning and feasibility analysis of the community, find the most cost-effective way of communication, and do a good job in a series of services, and strive to make customers who have used our products become our propaganda media, so as to drive other consumers to buy.

Summarize and review some experiences and lessons of four business departments.

1 Strength loss of each group. When we specified the sales task for XX years, we idealized the performance target too much, but neglected the evaluation of the comprehensive strength of each group. Competition and encouragement are important, but if there is inequality at the beginning of the game, it will be no fun. When we noticed this mistake, the consequences were already very serious. I have a wish. I hope that with our help and guidance, the backward teams can go to back in the game, regain their confidence and find a way to continue the competition. But this is work after all, and I will work hard for the persistent party. As long as he does not give up, we will not give up! I said a word when I was chasing my wife. Until now, I think I am moved-one of my arms belongs to you. I won't let go as long as you hold it. I only believe in one truth-man can conquer nature! I don't want to end in failure, whether it is the failure of choice or the failure of command assistance, as long as there is failure, our team will no longer be perfect. I said a word when I was chasing my wife. Until now, I think I am moved-one of my arms belongs to you. I won't let go as long as you hold it.

2 the unfairness of concern. This is entirely my own, and everyone may be a little selfish. I reviewed it when I gave a meeting to the four group leaders. When I think about it carefully, the scale I use when dealing with the same problem is still fair, but why do some people still think I am biased? Thinking hard, I finally found myself paying too much attention to some employees who have more communication. I usually take the initiative to talk to some employees, but not many employees take the initiative to talk to me. Including some work exchanges, I naturally pay more attention to those who take the initiative to ask for advice, while those employees who work silently with their own brute force or wisdom are gradually out of my sight. It seems that I am not qualified to be a leader. No wonder some employees occasionally complain when they encounter problems. Although they can understand after communication, I am too unfair to them in retrospect. Please supervise me here today. I hope that in next year's work, I will pay close attention to everyone's work and treat every employee in the fairest way.

3 A lot of advantages. I often tell employees in my department that everyone has their own strengths and weaknesses, and it may not be so easy to learn from others' strengths, so we should try our best to give full play to our strengths and hide our weaknesses as much as possible; Don't blindly imitate others' practices, be better at establishing your own style. I appreciate the saying that "three people must have a teacher" best. The teachings of Confucius are deep in my heart, but how to find your teacher is very important. We often work and play together, and there are many behaviors and manners that we take for granted.

The style of doing things has been diluted by us, and it is not difficult to find the biggest shortcoming of the other party, but it is really difficult to find his advantages and learn, especially his personality advantages. The two bosses often teach us to "be a man before doing things, do things before making money", and we lack role models and perfect teachers around us. I have worked in my previous company for nearly three years and learned a lot, but what makes me most proud is that I understand the truth of being a man: "Don't point out his shortcomings before discovering his advantages." But when I talk to employees in my department one-on-one, I often criticize their shortcomings. Even if they don't accept it, I will strongly point it out, at least I will tell him that in my opinion, he has such shortcomings. My subordinates respect me very much, not because of my authority, but because I confide in them. Maybe this is my advantage. However, when I blame each other's shortcomings, there will still be a little resistance, which is human nature. But I still have to find out their advantages, but I don't like to praise my subordinates in person, because I think getting recognition from other colleagues is the best praise, so I want to share one's advantages with everyone. At the end of XX, there are plans to do a round of training. The main content of the training is that the four group leaders make empirical summary reports. I hope to guide everyone through their self-praise or criticism. Success needs to sum up experience, failure needs to learn more. Only encouragement can promote everyone to improve themselves.

5. Achievement of performance

The performance data of XX years is really unsightly. Only a few groups performed satisfactorily. I am also a person who needs to live by performance. Without performance, I have nothing. But I don't take acting as my life or anything. I am more interested in the reason for this result. At the end of XX, my performance target plan is as follows: Four groups will achieve an average of 4 million yuan, and I will achieve 1 10,000, which is170,000. In retrospect, I didn't finish it myself. What qualifications do I have to ask other subordinates? Performance can only be data, the source of performance is hard work. I don't think that the employees or groups who have not finished are unqualified, but at least they have some problems compared with the completed groups or individuals. Only by finding the cause accurately can I prescribe the right medicine. I can only make one request to myself here. I must carefully observe the working process of the employees in our department, and then give them some constructive suggestions to achieve the goal of overall improvement.

Six-vision planning

XX was the third year that I led the business department. The work in the first two years is more practical, and the work in XX years may be more about evaluating the market and guiding and guiding employees through data analysis.

The first is the voice of the team. Now it seems that building a strong and United team is the most important thing. We have learned that the strength of a team can work miracles. It is not enough to rely on the strength of one person or several people. We must supplement the understaffed team before April of XX. Two methods can be adopted: 1 Borrow the company's existing policies, publicize them widely, and attract some outstanding and experienced people in the industry; With the help of the talent market, recruit some enterprising talents and cultivate new people. I'm ready to give the order to die. Recruiting qualified team members is the focus of the four team leaders. If by the end of March 2009, any team leader will be dissolved without buying or filling.

Secondly, the standardization of management system and the perfection of training system. We have been working hard to do this work, and we should also take this work as the focus of our work before April of XX. Gather the wisdom and experience of the team and complete it together.

Finally, grasp the details of the work. Details determine success or failure, and the reason is very shallow, and everyone understands it. But I really can't find the details, so I need to help each other. As I said, encouragement is very important. In XX, I am going to put forward the following requirements for the four team leaders: always sum up the shortcomings of the members in the team in details, often communicate the solutions to some details in the work, be good at finding details mistakes and sum up experiences and lessons.

The ship has set sail, and we are in the same boat in the vast sea of business. We sailors must have a serious and rigorous attitude, diligent and intelligent thinking, and diligent and unremitting efforts in order to withstand the test of the wind and waves and sail to the other side along the established direction!