How to be a resident property consultant

How to be a resident property consultant

As a property consulting company, how to be a real consultant? Especially those who have not done consulting work and will enter this industry, the following content may provide you with some help.

Generally speaking, real estate consultants should carry out property management consulting work step by step according to the time sequence of construction and delivery. In specific work, the property management consulting work mainly plays different roles through the following four different stages: early intervention stage, practical guidance stage, consultant closing stage and late tracking stage.

Early intervention stage:

Modern architectural design is complex and high-tech. In order to ensure the normal use and function of the property and implement effective management of the property, the property management company puts forward some constructive suggestions to the real estate company in advance according to the experiences and lessons summarized in the daily property management work to avoid the problems found after the project is completed. Specifically, pre-intervention can be carried out from the following four aspects:

First, get involved in the project design in advance, participate in the optimization design of the property construction project, implement the advanced management of the property, and put forward constructive suggestions to improve the property construction, so as to facilitate the use and management of the property after completion.

Second, deeply understand and understand the local market characteristics and project personality of the project, perfectly combine advanced property management experience with the local market characteristics and project personality of the project, and make overall property management planning, so as to guide the future property management consulting work and avoid the acclimatization of the consulting work due to regional differences.

Third, actively participate in project supervision, comprehensively monitor the quality of project construction and equipment installation from the perspective of property management, find and solve problems as soon as possible, and avoid the disadvantages brought by the use and management services after the completion of the property.

Fourth, train the property management team to be familiar with the property facilities and equipment in advance to avoid undue mistakes caused by rushing into battle. At present, after the property management enterprise took over the property for a long time, many problems reflected by the owners to the property management enterprise are actually the continuation of the relationship between the developer and the owner. Therefore, early intervention plays an important role in reducing complaints from owners.

In addition, in the early intervention stage, property consulting companies also need to make suggestions on property management from various professional angles to facilitate future property management work. The specific work includes the overall planning and design of the community and future management (whether to organize group planning and construction, whether to separate people and vehicles in parking management, etc.). ), and put forward suggestions according to the experience of property management; Investigate whether the architectural design (basement, ground, podium, standard floor, roof) meets the needs of property management; Put forward reference opinions on the site selection, layout, design and decoration standards of management houses; Put forward reasonable suggestions on air conditioning, fire fighting, intelligent engineering, elevator installation design and supporting facilities; According to the local property management laws and regulations, policies and the actual situation of real estate, this paper puts forward some suggestions on the management mode, post setting and staffing of property companies.

Practical guidance stage:

After early intervention, the consultation work entered the stage of practical guidance. At this stage, the consulting company needs to provide corresponding property management consultant suggestions according to the progress of the project and organize their implementation.

First, assist the property management company to formulate and establish professional management mode, organization setting and staffing; Assist the property management company to calculate the property management fee according to the actual situation of the property project, put forward the property management fee standard, and report it to the price department of the local government for approval; Assist the property management company to make the recruitment plan, select and train the professional property management personnel (management and operation), and set up the working team; Assist the examination of professional and technical workers.

Second, according to the rich experience in property management and the actual situation of the project, a set of strict and standardized management system documents will be gradually compiled and revised to standardize the future property management work.

Third, provide a complete set of equipment handover and acceptance procedures, and assist the property management company (developer) in the handover and acceptance of various professional facilities and equipment (including the handover of completion data of various professional projects, etc. ).

Fourth, prepare the occupation plan, set up the occupation working group and conduct training (collect and sort out some property management questions that the owners may ask in advance), and carry out occupation simulation drills to familiarize every property manager with the whole workflow, minimize the mistakes in the occupation work, and prevent the owners from thinking that the property management company is not professional enough.

5. Assist the property management company to prepare various management systems and establish relevant owner information, professional and technical information and other files; And provide advice and guidance on the arrangement of property management files.

Six, according to the needs of the project, timely import CI system, ISO9000 quality assurance standards; Assist and guide the hotel to create Excellence; Assist in upgrading property brand, etc.

Practical guidance stage:

Seven. Training. Training is an important task and applies to the whole consultation process. The training effect is directly related to the success or failure of the whole consultant work. Training can be roughly divided into the following series of topics:

1, work manual, safety awareness and other induction training;

2. How to conduct pre-intervention training;

3. How to conduct handover acceptance training;

4. Property financial management training;

5. How to carry out human resource management training in property management;

6. How to train the handover and acceptance of facilities and equipment;

7. How to carry out vocational training;

8, property management related laws and regulations training;

9, team awareness training;

10, real estate laws and regulations training closely related to property management;

1 1, training of service awareness, code of conduct, courtesy and communication skills;

12. Training on management methods of materials, archives and documents;

13, decoration management and decoration inspection training;

14, company management system documents, rules and regulations, post responsibility training;

15. Training on how to establish a public system that residents in residential areas should abide by;

16, how to receive and handle complaints and pay a return visit;

17, property management case analysis training;

18, how to carry out a series of community cultural activities training;

19, safety management daily work series training;

20, how to prevent and deal with all kinds of emergencies training;

2 1, cleaning and landscaping management training;

22, equipment on-site inspection training;

23, the classification of special engineering technical training;

24, all kinds of equipment management training (including annual and monthly maintenance plan, equipment classification management, all kinds of equipment maintenance, maintenance procedures, equipment procurement, identification, scrap and other process management);

25, civil engineering and public facilities maintenance training;

26. Training on how to control the quality, efficiency and attitude of home maintenance;

27, how to establish the club management and training management system;

28, how to establish and optimize the management workflow, work, assessment standards training;

29, how to carry out the training of quality inspection personnel in various departments;

30, IS09000\IS0 14000 basic knowledge and other series of training;

3 1, how to cultivate excellence in the property management community?

The whole training should be carried out in a phased, planned and targeted manner. We should integrate theory with practice, fully explain the essentials and characteristics of property management to students, put the things mentioned in the training into practical work well, and then analyze and summarize the new situations, new problems, treatment processes and their results encountered in the implementation process, and then improve them. Only in this way can the training method be truly implemented and effective.

Practical guidance stage:

Training can adopt the following methods:

1. Classroom style

(1) teaching method. It is mainly a counselor's lecture, which tests the students' academic performance through written answers or oral defenses.

(2) Discussion method. Discussion, or discussion, is that the trainer puts forward some questions (case analysis), organizes the students to actively discuss how to deal with these problems, and then the trainer comments. Through discussion, students have mastered the methods of dealing with related problems, and they will be able to deal with them when they encounter related problems in their daily work.

2. Simulation type

(1) case analysis. First, the teacher puts forward cases or examples, and the students analyze and discuss the cases, and put forward personal opinions and solutions to the problems.

(2) management? Games? . The practice of this training method is to divide the students into several groups and play the roles of customers and managers respectively. Students will have some problems. Let's do a simulation exercise to achieve the training effect.

The work at this stage is mainly on-site operation for consulting companies. In order to achieve the consulting effect, the resident consultants must strictly control every work link and work out every step and plan suitable for the project on the basis of detailed understanding of the project.

In the whole consultation process, the consultant must be clear-headed and know what to do, how to do it and what to do at each step. These are all topics that our resident consultants must face. The consultant project manager must be strong in management, take the initiative in the whole management work, and boldly arrange and supervise the work of project property personnel in professional affairs management, instead of taking care of everything? Help? It is easy to make consulting companies passive, and the effect of consulting work will be compromised, especially in the middle and late stage of consulting work, when the relevant staff of consultants master certain working skills, consultants will be affected. Kick? Danger. Therefore, consultants must meet in the whole process of consultation, take the initiative, and relax in management. Only in this way can the consulting work develop according to the ideas of consulting companies and finally achieve a win-win situation. In the process of consultation, it is best for consultants not to act arbitrarily on issues involving money, but to have the relevant persons of the entrusting party participate, so as not to cause unnecessary troubles and bring negative effects to the consultation work.

Always keep in touch with consultants, get all the information of the project in time, carry out the work in all stages in a planned way according to the requirements of Party A's company and the progress of the project, and adjust the working ideas in time. ? As a consultant, I want to ask the consultant to help me with my work, not to let you sing against me, so the consultant should cooperate with Party A's work at work; But if you all listen to our Party A, then we don't need to hire a consulting company. Consultants must give professional guidance in this field? (Quote the original words of the client's project leader). Therefore, we should make full use of our property management experience and professional knowledge, put forward various rationalization proposals with foresight, analyze their advantages and disadvantages, and list various improvement methods at the same time, and then further follow up the full implementation of the proposed scheme after being approved by Party A. Only in this way can the rationalization proposals be basically completed.

Management leaves traces, so it is best for each management to form written words, such as: recommendation letter, training record (including training signature form), work plan, work summary, meeting minutes, delivery documents and materials, etc. , and please sign for it. The text of an official document (letter) must be rigorous and standardized, including format, punctuation, time, etc. It should be carefully proofread. At the same time, it is best for resident consultants to develop the work habit of keeping a work diary and make detailed records of the consultant's work, so as to make a summary afterwards and continuously improve the level of consultants.

Evaluate the project regularly every month, conduct a comprehensive inspection of the content and scope of each major, point out the problems, analyze the reasons and put forward rectification opinions, and track the implementation of rectification. Consultants should be good at summing up, find problems in summing up and improve in time. Only in this way can the efficiency of consultants be continuously improved.

Consultant closing stage:

When the consulting period of property management is coming to an end, in order to ensure the interests of both parties and maintain the corporate brand of the consulting company, the consulting company and the consulting project team should do a good job in finishing the project so that the consulting project can have a happy ending.

As the last stage of consultant management life cycle, project closure mainly includes: project review; Collect, arrange and file project documents; Final accounts of the actual cost of the consulting project; Summarize the experience and lessons of consulting projects; Clear the person in charge of the follow-up work (consultant supervision period) of the consulting project; Submit the end letter of consulting project.

The closing work of consulting project can be divided into two aspects: project review and consulting work summary.

I. Project review

1. Re-comprehensively review the work results completed by the consultants during the consultation period, and check and implement the completion of various activities within the scope of the project plan? Specifically, for example:

① Preparation, submission and implementation of consulting scheme

(2) the submission, reply and implementation of the letter of recommendation,

③ Monthly work plan and completion report of the project.

(4) the completion of special work

⑤ Various work records during the consultation period.

2, the overall evaluation of the effect of consulting services.

The most objective, fair, comprehensive and effective way to evaluate the effectiveness of consulting services is to evaluate the overall operation status of consulting companies, and to inspect and evaluate the performance of consulting projects through the management status of consulting companies.

3. Analyze Party A's satisfaction index for consulting work.

During the consultation period, the consulting company will generally issue the Consulting Work Quality Evaluation Form to the consulting company every quarter, which can also be used as one of the basis for consulting project evaluation when the consulting project is closed.

4. According to the requirements of each clause of the consulting service contract, check whether these works are completed according to the contract one by one.

5. Expense accounting:

Settle the balance of consulting fees with consulting companies; Final accounts of actual expenses during the consultation period.

Second, the consultant project work summary

Collect and sort out consultant project documents, publish project information, sum up experiences and lessons, etc. Every project, whether successful or not, should be regarded as a learning opportunity. The most important task of administrative closing is to collect, sort out, edit and archive all the documents related to the project, such as the research report of the property management market where the project is located, the information of related industries, the work pictures during the consultation period, the consultation book, the recommendation letter, the work plan, the work report, the work summary and the work information.

The purpose is to provide a basis for consulting the relevant situation of this project in the future, and the second is to provide a reference for the implementation of similar consulting projects in the future. It is best to ask the consultant project manager to summarize the experience and lessons in the process of consultant project management in writing, and those that are well done can be extended to other projects; If you don't do well, you should avoid it in the future; Organize and summarize a series of cases that occurred during the consultation of this project. This will not only enable the consultant project manager to improve himself, but also provide reference for future consultant project personnel.

Post-tracking stage

After the on-site consultation, the consultation work entered the later tracking stage. The work at this stage, for the consulting company, is actually the consolidation of all previous work. At this stage, the consulting company can send consulting groups to the project site for inspection from time to time, and put forward written rectification opinions and suggestions on the problems or deficiencies existing in the operation of related contents of various majors.

The above-mentioned workflow of resident consultant is also my experience in working as a resident consultant, hoping to provide some reference for future colleagues.

Several tasks that should be done well in pre-consultation of property.

There are generally three forms of early intervention in property management, namely, early consultation, early intervention and early management, with different contents and different working methods. The author discusses the necessity of real estate pre-consultation and several tasks that should be done well.

Necessity of property pre-consultation

Property management enterprises are the link between real estate developers' development and construction projects and property operation management. For real estate development enterprises, it is very beneficial to hire a property management company with high professional level and certain management experience to conduct preliminary property consultation in the preliminary design stage and even the feasibility study and planning stage of the project. This will not only help to improve the preliminary design and deepen the design of the project, but also reduce or avoid the inconvenience or loss caused by the design defects caused by poor consideration to the future sales, use and management. For property management companies with certain management experience and professional and technical personnel, they should take the initiative to apply to participate in the whole process of real estate enterprise project development, rely on the experience gained in practice, and put forward opinions and suggestions on the problems that are easily overlooked and the parts that need to be optimized in the early consultation stage of property projects by contract; Through the effectiveness of property pre-consultation, the trust and recognition of development enterprises on their management and service capabilities are obtained, and efforts are made to realize property pre-intervention in the construction stage; Complete the pre-management entrustment of the property before the completion acceptance. This not only makes the property management enterprises fully understand the property projects and various parts, but also makes it possible to become the most suitable company to accept the entrustment of property management.

Several tasks that should be done well in pre-consultation of property.

1. Determine the project management level and draw up the preliminary management plan.

According to the developer's development type, format, scale, market positioning, customer orientation, product grade positioning and price positioning of the project planning, the project management grade is determined through in-depth investigation and research on the geographical location, surrounding environment, current situation of related projects, market benchmarking analysis and future customer demand of the consulting project, and the corresponding preliminary property management scheme is drawn up through preliminary analysis and calculation, which is convenient for the itemized positioning of the preliminary property consulting work.

2. Determine the project consultation time node and draw up the consultation plan.

According to the preliminary project design scheme of the developer and design unit, the architectural structure, structural layout, facilities and equipment configuration, supporting rooms for functional facilities and the overall environment of the consulting project are deeply analyzed and studied, and according to the experience of project design, project progress and property management practice, the project consultation time node is determined and the consulting scheme is drawn up. The content and time node of the preliminary property consultation should be coordinated with the project design and project progress, which is convenient for developers to adopt and make decisions.

3. Determine the key contents of the consultation, and organize the establishment of a special consulting group.

According to the market demand of property products and the market analysis of real estate products for sale and use, from the aspects of project structure, functional layout, equipment and facilities, safety facilities, traffic organization, garden landscape, guiding signs, etc., combined with the design depth of the project stage, practical experience of property management, preliminary property management plan and project reality, the key contents of property pre-consultation are studied and determined, and a special consultation team is organized to give full play to the strength of professional teams to complete special consultation according to the consultation node plan to ensure the property.

4. Collect and use the analogy information of consulting topics, and put forward consulting suggestions in close connection with the actual situation of the project.

According to the requirements of the preliminary consulting service contract signed with the developer, study and determine the key consulting contents, different property formats and relevant information involved in the consulting project, enrich the analogy information of the consulting project through investigation, discussion, collection and classification, and combine the different stages and professional design depths of the project, according to the standard requirements of property management, the professional experience gained in the property management practice and the professional management requirements in the preliminary property management plan. And the needs of customers, combined with the actual situation of the project, make full use of simulated information and data to put forward consulting suggestions, so that the suggestions are closely integrated with the market and the consulting content is in line with the project.

5. Strengthen communication with developers and designers to improve the applicability of consulting suggestions.

According to the information provided by developers and design units about the project design description, preliminary design and deepening design drawings, through careful study, some design defects found in the process of reading drawings, as well as problems that need further optimization in future property management and user use, relevant departments and personnel of property management enterprises should establish different parties with developers and design units. In the process of property project development, due to many factors, such as season, construction progress, process crossover and so on. Developers have different degrees of adoption of early property consulting suggestions and opinions. Property management companies should seize the opportunity to make suggestions and submit them in time. The adoption of the submitted consulting proposal report should be tracked, especially the consulting suggestions and opinions that have a significant impact on the later property operation, management, energy consumption control and use, so as to promote the adoption and implementation of key suggestions, avoid missing the best opportunity to adopt suggestions in development, design and construction, and improve the actual effect of consulting suggestions.

6. Strengthen the investigation and tracking of the actual effect of the suggestions adopted by the developers, and give feedback to the developers.

After the property project is completed and put into use, the consulting department of the property management enterprise should continue to do a good job in tracking and investigating the actual effect of the suggestions and opinions that have a significant impact on the later property operation, management and energy consumption control and have been adopted by the developers. Through summary and analysis, the actual effect will be fed back to developers and design units, so that developers can create property projects with good applicability and high quality in future development projects, which is an important link for property management enterprises to establish good cooperative relations with developers and design units.

Property engineering is a systematic project. Designers are sometimes not very clear about the problems in future use and management, and will inevitably ignore the convenience of future use by owners and the needs of property management companies, which requires consultants in the early stage of property management companies to ask questions in time and make corrections during design. Therefore, the earlier the intervention time of early property consultation, the better, and the deeper the consultation.

About the early intervention of property management? Win-win? Strategic vision

Abstract: Developers and property management companies are stakeholders closely related to property. Developers plan and build properties to form the main body of hardware; Property management companies provide software management services for developers and owners. The key to the early intervention of the property is to understand the stakeholders, meet the balance between investment and use demand, obtain investment income, ensure the comfort of the owners and the sustainable development of the property.

The early intervention of property management refers to the process that property management enterprises participate in the planning, design and construction of property before taking over the property. From the perspective of owners (users) and property management, some reasonable suggestions are put forward to make the property meet the needs of owners and property management to the maximum extent.

Modern high-rise buildings have the characteristics of complex design, high technology content, long construction period and difficult installation and construction. In order to ensure the normal use of the property after completion, it is very necessary for the property management company to intervene in the early stage. At present, some far-sighted developers have begun to try to implement pre-intervention management of property projects, but most of the pre-intervention started about six months before the owners moved in. They mainly put forward some suggestions for the later work of construction and installation, and make preliminary preparations for the takeover and acceptance. There are some defects in depth and breadth, and many problems brought by developers to property management are still difficult to solve. The real early intervention of property management enterprises should start from the early design of the project and end with the acceptance of the property.

Early intervention in property management is very necessary for both real estate developers and property management enterprises. Real estate developers carry out hardware construction, and property management enterprises carry out software management. The former is building property, and the latter is playing the role of property. There are differences but connections between them. For developers, the purpose of making investment decisions, planning and designing, choosing suitable lots, rooms and ancillary facilities, and forming properties through construction is to enhance the attractiveness to owners. But for the owners, the concern is not only whether the geographical location of the building is reasonable, but also whether the owners will weigh the quality of property management. Therefore, developers should choose a good property management company in the planning and design stage, make use of the experience and professional knowledge of the property management company, and put forward suggestions and opinions on planning and design, so as to make the planning and design more in line with the requirements of use management and lay a good foundation for future management. Property management companies should also establish a modern management model, fully consider the use and management needs after the completion of the property development stage, take into account the needs of improving living standards, and actively interact and communicate with developers on these issues.

First, intervene in advance from the project design stage, participate in the optimal design of property construction projects, implement advanced property management, and put forward constructive suggestions to improve property construction to avoid problems in the use stage after the property is completed.

When a property management company participates in property planning and design, it can put forward corrective and perfect measures according to the planning and design problems or defects found in previous residential property management practice and residents' life, so that these problems can be avoided in planning and design. Before the new project starts, the property management company can first formulate the residential property planning and design scheme and development planning prospect, and submit it to the developer in writing, and jointly determine the property planning and design scheme with the designer of the developer, and implement it after being signed by the responsible persons of both parties. The specific aspects are as follows:

1. Supporting facilities

For example, the planning and design of residential quarters must take into account the suitable locations of kindergartens, property houses, motor vehicle parking lots, bicycle sheds, owners' clubs and commercial outlets.

2. The planning and design of water, electricity, heating, cable TV, communication and gas suppliers should fully consider the regional characteristics and development needs of the community, and there should be room for water and electricity supply capacity.

3. Building materials

The property management company will provide detailed brands and models of building materials and other materials prone to problems in property management according to the information about building materials in the implementation of property management and the previous use of building materials by developers, so as to avoid the phenomenon that the image of developers is damaged due to poor quality of building materials.

4. Safety.

Such as setting up sentries, fences, roads, monitoring, etc.

5. Garbage disposal

Establish garbage houses and garbage stations to solve the problem of pollution discharge.

6. Fire fighting

Placement and use of fire hydrant and greening water.

7. Other aspects

Such as the establishment and maintenance of owners' clubs, outlets and property management houses.

Second, put forward reasonable suggestions on the planning, design and construction of the property.

1. Review the rationality of civil structure, pipeline route, access line, safety system, indoor and outdoor decoration, facility construction and equipment installation. The focus is on fire safety equipment, automation equipment, safety monitoring equipment, communication equipment, water supply and drainage equipment, air conditioning equipment, garage and public berth equipment, power equipment, transportation and elevator equipment, service equipment, etc.

2. Put forward suggestions that meet the needs of property management on the construction site and negotiate solutions.

3. Record the key points of future maintenance at the construction site, and record the key points of drawing changes.

4. Participate in project acceptance, conduct equipment inspection, appearance inspection, performance inspection and function test, and urge rectification according to the rectification plan.

Property management companies should arrange relevant professionals to participate in construction supervision. In the process of supervision, the property management personnel will collect all kinds of information of the residential building as comprehensively as possible, and at the same time be familiar with all parts and understand the underground engineering and concealed engineering. This is convenient for making full preparations for future management. In this process, developers should cooperate with property management companies.

Third, design management mode, draft and formulate management system.

In the early stage of intervention, the property management enterprise should design the future management mode and formulate the corresponding rules and regulations according to the hopes and requirements of the owners and users, and must also draft the relevant document system with the developers.

1. Establish the owners' management committee to safeguard the interests of the owners.

2. Work with developers to draft property rules and regulations, management regulations of owners' committees, owners' conventions, and management measures for decoration and construction within their respective jurisdictions.

3. Establish the property organization within the jurisdiction, stipulate the post responsibility system of personnel in various departments, and prepare the Household Manual and comprehensive measures for property management.

4. Make employee training plan and implement it.

Due to the early intervention, the property management unit should basically understand the overall planning layout, structure and pipeline layout, equipment and facilities of the property, and be familiar with the possible hidden dangers of the property; Strive to solve the problems found before the building installer leaves, which not only saves the cost, but also greatly shortens the transition period of property development, operation and use. If authorized by the developer, the property management company can supervise and coordinate the construction and installation quality on behalf of the developer and the construction and installation unit at the completion acceptance stage to ensure the construction quality of the property, and the property management company can ensure the smooth acceptance of the takeover and provide reliable services to the owners in time after the takeover. In addition, the early intervention of property management can also exercise the team to avoid mistakes caused by rushing into battle and leave a bad impression on the owners.

The early intervention of property management makes the engineering and technical personnel of property management enterprises fully trained in the early intervention management process, which is conducive to their all-round technical development and the training of engineering and technical personnel of property management enterprises. The pre-intervention management of property management companies should carry out strict internal management according to the company's various management systems, and establish an effective working system on this basis to ensure the standardized operation of pre-intervention of property management. ;