Property 1 Annual Work Summary Unconsciously engaged in customer service for another year. Looking back on the work this year, it is generally qualified, but there are still many places to improve, so I made a general summary of the work this year, hoping to get some experience from it.
First, deepen the implementation of the company's rules and regulations and the property department system.
On the basis of preliminary improvement of various rules and regulations in 20xx, the previous focus was on deepening implementation. Therefore, according to the development of the company and the continuous development of the property management industry, the customer service department of the property management department actively responds to new forms and needs, and trains and assesses customer service personnel in batches in combination with the actual situation to deepen their understanding and understanding of property management. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service of the property department has also adjusted the relevant customer service systems in time to better adapt to the new situation.
Two, integrate theory with practice, and actively carry out the training of customer service personnel.
A good customer service management and service, staff's professionalism and work attitude play a decisive role. In view of the lack of theoretical knowledge of customer service staff in 20xx years, a lot of training was given to customer service staff in 20xx years:
1. There are various training forms such as theoretical explanation, practical operation and discussion, which fundamentally improve the comprehensive quality of customer service personnel.
2. In line with the idea of going out and inviting in, employees were organized to visit and study Jones Lang LaSalle and other brother enterprises, which broadened their horizons and made the management concept keep pace with the development of the industry.
3. Actively respond to the most important new regulations in the property management industry in 20xx. In view of this situation, the leaders of the commercial management company arranged customer service personnel to participate in the prescribed training organized by the heating company in time, which made our work more handy.
At the same time, the customer service of the property department organized the staff to study and discuss at the first time, and conducted a strict closed-book exam, which deepened the memory of the customer service staff on the basis of understanding, made sufficient theoretical preparations for the winter heating work, and ensured the smooth development of the winter heating work. By the end of 20xx, there were no complaints caused by heating work.
Three. The annual review of 20xx property charging standard and parking fee standard was completed as scheduled.
A standardized property management enterprise must ensure that the charging work and service work have laws to follow, charge in strict accordance with the standards of the price management department, actively prepare relevant materials, and conduct an annual audit of the charging standards for building property management, resolutely put an end to arbitrary charges and safeguard the legitimate rights and interests of owners.
Summary of annual work of property II. The front desk is the information window of the whole service center. Only by keeping the information channels open can it help to carry out various businesses. Customer service personnel should not only receive all kinds of repairs, inquiries, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repairs.
In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.
The following is my main work in the past year:
1. Archive and manage the owner's files as required, and track and update the changes in time.
2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form.
3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys.
4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback.
5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion.
6. Data input and file arrangement. For the company's information documents and relevant meeting minutes, input and print them carefully, make forms and documents according to the work needs of various departments, and draft reports.
7, the replacement of old and new forms and put into use.
8. Complete other tasks assigned by superior leaders.
In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down.
In xx Property, I deeply realized the true meaning of professional and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.
3-20xx Annual Property Work Summary: With the strong support of company leaders and the solidarity and cooperation of all departments, and the hard work of department employees, our customer service department earnestly studied the basic knowledge and job responsibilities of property management, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time and provided thoughtful services, and fully urged the maintenance and other business services. Complaints and return visits were properly handled, and all the goals and plans formulated at the beginning of the year were successfully completed.
Up to XX, xx, xx, 3 12 households have gone through the house delivery procedures. On 17 1 household went through the renovation formalities twice, 126 household carried out renovation inspection twice, and 106 household returned the renovation deposit twice. The following is the completion and analysis of important tasks:
I. Daily reception work
Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.
Second, the information release work
This year, our department issued various written notices to customers about 20 times. There are 968 mass notifications by SMS, so that the notifications are timely, detailed, clear and accurate, and at the same time actively cooperate with the contents of the notifications to make relevant explanations.
Third, the owner missed the project complaint handling work.
Before xx, xx, XX * * issued 86 contact sheets for the maintenance of missing projects, and the engineering department of the development company completed 28 maintenance receipts, with a completion rate of 32%. After xx years, xx months, xx days, * * submitted 40 customer complaint information daily reports and 204 complaint handling forms. The engineering department of the development company completed 88 maintenance replies, and the owner complained that the maintenance rate was 43%. Our department visited 78 times, the return visit rate was 89%, and the satisfaction rate of engineering maintenance was 70%.
Four, the basement flooding accident treatment work
20xx xx xx basement flooding accident * * * caused property losses of 43 owners. Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. After that, we actively participated in the negotiations with the owners and distributed replacement items and offset compensation.
Verb (abbreviation of verb) Family service opinion survey
While completing their daily work, our employees actively walked into the owners' homes of residential quarters, collected opinions and suggestions from various customers on the property management process, and constantly improved the service quality and service level of property management in xx residential quarters. As of xx, xx, 20xx, our department visited 38 households in the household survey of residential owners and issued 38 property service opinion forms. According to the survey, the satisfaction rate of community owners to our reception work is 90%, the satisfaction rate of telephone service is 75%, and the satisfaction rate of return visit is 80%.
Six, establish and improve the owner file work
3 12 The owner's file was improved and updated, and the owner's electronic file was constantly supplemented.
Seven, to assist government departments to complete the work.
Assist xx Street Police Station to conduct a general survey of the owners staying in the park. Handled the certificate of social household registration change for the owner of 10.
VIII. Training and learning
Under the on-site guidance of manager xx of the property management company for many times, our department has conducted systematic training and learning from the establishment of the most basic image of customer service personnel, from the most basic concept of property management to the communication skills of property management personnel, to all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations. Department employees are led by a team with insufficient ideological understanding and no passion for work into a team full of vision for the company and hope for the development of the industry and its own growth. Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.
The shortcomings, problems and difficulties found in the work are summarized as follows:
1. Since our department has not received professional property management training, we still need to systematically learn about property, and our service level and communication ability should be further strengthened.
2. The follow-up and feedback of the projects missed by the owner are not timely enough.
3. The timing, methods and methods of collecting various fees of the property are not perfect. When the property fee was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.
4, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.
5. The customer service work is trivial and complicated, and scientific and formal workflow is urgently needed to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.
6. The spiritual civilization construction of the community, such as carrying out various forms of publicity and organizing the cultural and recreational activities of the owners, has not been organized.
To sum up, in 20xx, with the full support of the company leaders, the strong cooperation of all departments and the joint efforts of employees, although some achievements have been made, they have not fully met the requirements of the company, and there is still a distance from the advanced property management standards. We will definitely strengthen our study in the future. Under the direct leadership of the manager of the property company, according to the policies and regulations of the state and the municipal government on property management and the temporary management statute of xx community, we will provide standardized, fast and effective services for the owners, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for the owners, and improve the quality of property services.
Looking back on xx, my work is also experiencing something extraordinary. In March, I came to xx Property with simple curiosity and started a new milestone in the harsh environment. The work content is wrapped in familiarity and unknowns, which urges me to make more efforts to learn and challenge. One year passed quickly. With the training of department leaders and the help of colleagues, I quickly became familiar with and competent for the job responsibilities of the property manager. At the end of the year, everyone should sort out the past and plan the future. At this moment, I will summarize my work in the past year as follows:
I. Property service work
Property work mainly includes daily maintenance, complaint handling, charging, infrastructure and equipment maintenance, environmental sanitation, mosquito and fly disinfection; There are also study and training, inspection by higher authorities, etc.
The collection of management fees and the rectification of facilities and equipment in the residential area are the main tasks of xx management office. With the concerted efforts of Qi Xin, a colleague from all departments of the property management company, most of the work has been successfully completed.
Second, the office work
Office work is a brand-new field for me, and there are many things to do, including document processing, document management, document approval and so on. Faced with a lot of trivial routine work, it is necessary to strengthen work consciousness and pay attention to speeding up the pace of work; Improve work efficiency. Handle everything calmly, strive to be comprehensive, accurate and moderate, and avoid omissions and mistakes.
Third, there are shortcomings.
With the professional attitude of "working for yourself", I have worked hard and creatively, and achieved some achievements, but there are also some problems and shortcomings; Mainly, first of all, property management personnel is a new position for me; A lot of work needs to be done and explored, so that it can't be done with ease, and the work efficiency needs to be further improved; Second, some work is not meticulous enough, and some work is not well coordinated; Third, the ability to provide effective decision-making data for leaders needs to be further improved; Fourth, communication with department leaders and company employees needs to be strengthened.
Fourth, the direction of efforts.
First, strengthen study and broaden knowledge. Study hard the knowledge of real estate industry and related property laws and regulations.
Second, in line with the principle of seeking truth from facts, pay attention to the coordination and communication between various departments of the company; Effectively form an atmosphere of unity and cooperation.
Third, provide effective data for leaders.
"If you don't accumulate frog steps, you can't travel thousands of miles; If you don't accumulate small streams, you can't become rivers and seas. " 20xx achieved success, experienced difficulties and felt enlightenment; 20xx I will, as always, be full of confidence, work hard and sail for the new year.
Finally, I wish xx Property Management Company development and growth, and I wish all colleagues smooth work, peace and happiness!
Annual work summary of property management: In the past 5 1 year, with the care and help of organizations and leaders at all levels of the company and the understanding and support of all the brother units, the management team and all employees of the property management company have made unremitting efforts to achieve the goals set at the beginning of the year. The work of the property management company in 20xx is summarized as follows:
I. Operation and management
1. Improve various rules and regulations and establish internal management mechanism. The management team of the property management company always regards improving the level of property services, expanding the scope of services, gradually moving from internal services to external services, and striving for benefits from the market as the only way for future sustainable development. In order to achieve this goal, quality service is the fundamental foundation. Therefore, we have established a series of rules and regulations that meet the needs of market economy development and company development, such as post quality standards, performance appraisal system, employee rewards and punishments, property manager work system, customer service work system, charge management system and performance appraisal system, and strengthened inspection and implementation. At the same time, in order to establish a perfect internal management mechanism, the "PK" method is used to stimulate the team's combat effectiveness. Studying and visiting Huxian Industrial Park and other property companies, on the basis of absorbing advanced management experience, combined with our actual situation, clearly divide the functions, roles and scope of work of the management team and various management positions in various departments, so as to refine each work to everyone, promote the enthusiasm, initiative and creativity of each position, and make managers at all levels constantly exercise in their work practice and improve their business and management level.
2. The company is United and pragmatic, and its service awareness has been significantly improved. Only by continuously improving the service quality, can the property company meet the needs of merchants and owners to the maximum extent, steadily increase property income and establish a good corporate image. First of all, we should start with ideological and political work, give play to the exemplary leading role of party members and trade union activists, lead all employees to change their concepts, carry out theoretical study, strengthen professional training, and constantly improve their service awareness and their own quality. The company has formed a United, realistic and pragmatic working atmosphere; Secondly, in order to improve the service quality to a higher level, property management companies have strengthened internal training and conducted classified training according to different departments, forms and properties, which greatly improved the professional quality of employees; Third, attach importance to participating in and carrying out various forms of external training activities, and actively participate in the training organized by the company to make the company's management team stronger. At the same time, according to the characteristics and nature of the company, regular or irregular business training such as class meeting and early meeting, fire safety knowledge, gfd, etiquette, equipment principle, property specification, etc. Will carry out to improve the service awareness and professional quality of all employees; Fourth, pay close attention to the implementation of various rules and regulations and promote the rapid and effective development of work. In particular, vigorously promote the "performance appraisal salary". At the same time, the management of the assessment department should also accept the assessment, which played a role in mutual supervision. Since the implementation, the work style, service awareness and work efficiency of employees have been significantly improved; Every morning, the problems in the early stage and the work arranged for the day are specifically implemented to the relevant responsible persons, and what can be completed on the same day must be completed on the same day. If it can't be completed, it is necessary to find out the reasons, make plans and finish within a time limit, so that the work efficiency of all departments can be obviously accelerated and the bad habits of laziness, slowness and slowness can be changed, which plays a vital role in rapidly improving service awareness, minimizing complaints and effectively carrying out work.
3. Reduce personnel, save energy and consumption, and improve management efficiency. The leadership of the property management company clearly realized that only by strengthening internal management and increasing cost control can the losses of enterprises be reduced and the benefits of enterprises be improved. Procurement is the key link of energy saving and consumption reduction. The property management company has implemented a strict monitoring system, requiring that the materials purchased must be at least two people, and the detailed information of suppliers and long-term supply relationship must be established for consumables that are often placed. Thirdly, in order to reduce the cost, the management personnel are abolished and part of the meal expenses are subsidized. Fourth, carry out the activities of repairing the old and recycling the waste, strictly control the office supplies, do not turn on the lights that are not needed, and turn on the lights that can be turned off less, so that people can turn off the lights and stop the water supply, and be bound by the reward and punishment regulations; Repairing doors and windows, hanging door curtains and other warm-keeping measures have achieved the purpose of reducing costs and improving benefits.
Second, an overview of spiritual civilization construction:
1, according to the company's requirements and actual situation, established the spiritual civilization of the property management company; Grasping management, promoting efficiency, shaping image and seeking development, the property management company organized a lecture in combination with the actual work. Starting from their own posts, the lecturers put forward their own views on how the property management company can carry out various tasks pragmatically and firmly, how to focus on increasing new economic growth points and promoting the development of economic benefits of enterprises, and how to promote the external development of the property management company with innovative ideas, which not only greatly educated all employees and improved their ideological quality and service consciousness, but also greatly inspired the management team and managers at all levels of the property management company, and helped to unite all employees and enhance corporate cohesion and
2. Property management companies actively participate in various activities organized by printing and packaging bases, and also take the initiative to carry out colorful amateur cultural and sports activities. The property management company actively organized and mobilized employees to sign up for choreography and singing, and won the excellent prize in the program organized by the company at the mobilization meeting through careful preparation; The property company held birthday parties for employees, which made employees feel the warmth of the enterprise and played a great role in maintaining the coordinated development of the enterprise and the stability of the staff.
Third, the work summary of each department and office.
1. Because the property management company not only shoulders the water, electricity and heating supply of the park, but also shoulders the work under the jurisdiction of the company's comprehensive management, environmental greening and other engineering departments, the outsourcing work is very important. The security department has a large establishment, many personnel, heavy responsibilities and uneven quality of personnel, which brings great difficulties to the normal and orderly development of the work. Therefore, the focus of this year's work is to improve the quality of employees and strengthen business training.
2. Recruit new employees to enrich the security forces, and at the same time retrain the security guards with low quality and poor awareness, and dismiss those who do not meet the requirements, thus greatly improving the overall quality of the security team; In order to effectively improve the ability of security department managers, the security department has established a good sense of service through repeated training and education of companies and departments, promoted the enthusiasm and initiative of work, and can find and deal with fire hazards in time. In the face of unfair behavior of customers, we can focus on the overall situation, scold them back, and establish the service image of property management companies. Because the security department also shoulders the responsibility of the company's security department, it has also done a lot of work in security, comprehensive management, safety production, fire safety and so on. In order to enhance the awareness of fire protection and safety in production of property companies, the head of the security department has trained the companies in fire protection knowledge and various emergency treatment methods, and often conducted safety inspections, and rectified the places that do not meet the safety standards within a time limit, which has played an important role in maintaining the safety of the park.
3. The cleaning department has a large scope of work and heavy tasks. However, in order to maintain the overall environment of the park, the person in charge of the cleaning department has maintained high-quality and demanding cleaning standards through continuous training and ideological education, and at the same time planned and summarized the work in the form of pre-shift and post-shift meetings to find and solve problems in time; In order to meet the needs of cleaning work in the new form, cleaning conducted two large-scale planned, focused and comprehensive training activities throughout the year, which made all employees realize that they must strengthen the cultivation of cultural quality while doing their jobs well. Only by constantly improving their own quality can we improve service quality and service awareness internally and establish a service image externally. According to the overall development plan of the property management company, the cleaning department has taken the first step of providing external services, and sought new bright spots for the property management company by expanding service areas, cleaning buildings, maintaining the sanitary environment of the office area and other measures.