Construction scheme of housekeeper system

A, the property manager should have the basic conditions:

1, a pleasant countenance: affinity is an important element of successful interpersonal

Construction scheme of housekeeper system

A, the property manager should have the basic conditions:

1, a pleasant countenance: affinity is an important element of successful interpersonal communication. When you write your best wishes on your face, a sweet smile can shorten the distance between people and win the favor of guests and friends.

2. Proper manners: Elegant manners are politeness and self-display; Proper manners not only reflect well-trained, but also reflect the quality and style of service.

3. Kindness and friendliness: In a modern city, towering skyscrapers have opened the distance between people, but kind and friendly care can break the ice between people. In the process of interpersonal communication, sincerity and friendliness are always as bright and warm as the winter sunshine.

4. Politeness and enthusiasm: Politeness is the restraint and norm of interpersonal communication, and enthusiasm is a strong emotion that infects others, cares for others and shows self-charm. Good manners and positive enthusiasm for life will undoubtedly help to get along with others and establish friendship.

5. Positive attitude: Everything is viewed from different angles, and different angles will affect our thinking and actions. Looking at the lovely world with a healthy eye, we can find truth, goodness and beauty. A positive attitude comes from a process of believing in beauty and constantly creating it. "Property manager" should always keep a positive attitude in psychological training, always tend to be innovative rather than conservative, optimistic rather than pessimistic, hopeful rather than desperate, action rather than fantasy, and innovative rather than unchangeable.

6. Humor: A positive attitude and flexible expression are the art of language. People with a sense of humor have affinity, and witty conversation is also very important in social interaction.

7. Loyalty and pragmatism: Being loyal to one's duties, diligent and pragmatic, sincere and upright is an important way for a housekeeper to win the trust of business owners and an important part of his professional ethics. In the process of self-career planning, people who dare to take responsibility and can be loyal to their work wholeheartedly are often very creative and can do things well.

8. Exquisite business: The job of "property manager" is not only for "people" but also for "things", so the successful shaping of the housekeeper is a project with both internal and external cultivation and both form and spirit. Exquisite professional standards are undoubtedly the premise for the housekeeper to be competent for the job, and also the premise for the best practice of "doing things" with people.

9. Well-informed: The "property manager" shoulders the arduous task of providing first-class services to business households in an all-round way. The content of service not only involves all aspects of daily life, but also extends to some fields such as business and economic management. Therefore, the "property manager" should have rich life experience and high professional quality, no matter from the differences of work content, service items or business households.

Second, the ability that a property manager should have.

1, the ability to behave appropriately: the first impression of interpersonal communication often comes from the behavior of the person you are communicating with. Cultivating the ability to show proper manners is the first step of successful butler service.

2. Good communication and social skills: Normal interpersonal communication and effective communication are important components of butler service, and good communication and social skills are the premise for "property butler" to effectively handle and coordinate the interests and service relationship between developers and property companies.

? Only by understanding the real needs of business households can the service be targeted and the effect of the service be better. Only by establishing a cooperative butler operation service system can the service be carried out more smoothly.

3. Rigorous information processing ability: Rigorous work and targeted services depend on the successful collection and effective processing of information. "Property manager? Should be proficient in computer operation, and have the ability to correctly collect and analyze user information.

4. Mature service provision ability: there are standards for basic routine service provision, and the service standards are summarized from many successful service experiences; For the provision of this kind of service, the "property manager" should have mature service providing ability. Familiar with property management, understand the service needs of owners, and have experience in the front desk of property management industry.

? 5. Keen observation and thinking ability: The service of "property manager" is a process of creating value-added service experience of business households through active and refined service provision, so keen observation and thinking ability is the necessary working ability for "property manager" to provide quality services.

? 6. Strong organizational planning ability: In the systematic service provided by property managers for business households, the satisfaction of guests' needs is often not well met through the personal efforts of property managers, sometimes it requires the joint efforts of more people, and sometimes it requires creative and meticulous planning, so strong organizational planning ability is also one of the very important abilities of property managers. "property manager" has the ability to formulate and write various processes; Dealing with problems is overall, predictable and comprehensive.

? 7. Good operation and coordination ability: Property management involves not only the internal management of the project, but also the service to the business households. It is necessary to effectively handle the relationship between developers, business households and property management companies, creatively and flexibly handle all kinds of complaints from guests, and successfully cultivate first-class housekeepers. "Property manager" must have good organization and coordination ability. Strong emergency and contingency ability.

8. Rational supervision and management ability: Whether the "property manager" can effectively lead all project personnel to work hard, achieve the business objectives, management objectives and service objectives set by superiors, and achieve them optimally.

Third, the service consciousness of property managers.

(1) Role awareness: In the process of post service, you must enter the service role, that is, you must provide the required services for the operators according to their feelings, the mood of the guests and their needs. The concept of property management manual and the service consciousness system of property managers determine actions, actions determine habits, habits determine character, and character determines success or failure. If you want to do something successfully and become an expert in a certain industry, it is very important to be ahead of the curve and be armed with thinking.

Service = attitude+skills

1, emphasizing the luxury and nobility of service.

2. Show differentiated services, let guests feel concerned and come to you.

Give full play to the creativity of the housekeeper and provide services according to the standards of the guests, not just the standards of the company. It is up to you to create the best standards according to the requirements of the guests. According to the company's standards, that kind of butler service is just so-so.

? As a housekeeper, the guests have no time to make requests, so they should be superior to the general service staff. Our advanced service will make your service very special. Everyone is a superman, in fact, many things are predictable.

(2) Safety awareness: Safety is an important guarantee for the company's survival and development. On this issue, it is necessary to properly handle the relationship between safety and management, implement the responsibility system for safety, strengthen the study and training of safety knowledge regardless of posts, and strengthen safety inspections and inspections. Whenever and wherever there is a security problem in the community, it should be reported to the superior in time, or submitted to the superior at the same time as the security management center. Owner's consciousness: the owner is the owner of the property. In addition, they are also the direct targets of property services. Their service experience shows our service level. In any case, every employee should politely receive every owner and his family, try his best to meet their reasonable needs and let them enjoy the freehand brushwork and happiness of community life. As the service personnel of the property management company, only by understanding the meaning of the owner can we truly understand the value and responsibility of our work. The owner is the most important person in the company, and the owner has rich and specific significance for the property management company.

1。 The owner is the most important person in the whole service process.

2 owners are the company's financial resources. With owners, there will be the company's wealth; The smiling face of the owner will bring stable income to the property company.

We should always remember that we rely on the master, not the master, and we should always take care of the master.

The host won't disturb our work. What the host requires is politeness, enthusiasm, consideration and problem-solving ability. In the service, we should fully respect the identity, needs and living customs of the owners, who are the meaning of our work.

? We will try our best to meet the needs of the owners and try our best to provide value-for-money services. Any service requirement of the owner gives us an opportunity to show our excellent service. Every service call and service request of the owner is not trouble, but an opportunity to increase income.

? Fourth, role awareness: during the post service, we must enter the service role, that is, we must provide the required services for the business households with the mood of the business households, the mood of the guests and the needs of the guests. It is very important for career development to identify the role of one's work and realize the smooth completion of the work through professional training.

? 5. Reputation awareness: service personnel should take the reputation of the property management company as the criterion in all services provided to the owners, such as service procedures, service quality standards and service efficiency. Any service that damages the reputation of the property management company is classified as inferior service, and you should bear the responsibility for it.

? 6. Consciousness of innovation: there are differences in the needs of business households. When providing personalized services, the property should be flexible in operation and reasonable in service adaptation. Do not stick to the rules, can think independently about innovative services.

? Seven, team consciousness

? 1, employee's team emotion: employees' sense of belonging to the team (company) and love the team. Only love can maintain the team from the heart, and team emotion is the invisible bond that unites team employees.

? 2. Establish employees' consistent goals and interests: the team should attach importance to the interests of each employee, coordinate the interests between employees, coordinate the interests between employees and the team, try to make each employee's goals and interests consistent with the team, and make the team a * * * body to safeguard and realize everyone's interests. In order to achieve the same goal, Qixin needs to work hard to achieve the goal of the team.

? 3. Expand participation and strengthen communication: trust subordinates and superiors, and give full play to the wisdom and strength of the group to make suggestions for the enterprise. We should actively create conditions for managers and employees, employees and managers to communicate with each other. Form a good atmosphere of sincere communication, mutual trust and cooperation between superiors and subordinates and employees in the team.

? 4. Establish team spirit: In the work, we should not only pay attention to the display of individual ability, but also pay attention to the overall cooperation, so that everyone can realize that individual failure is the loss of the team. Everyone should always have the overall situation concept, focus on team interests, unite and cooperate, and advance together.