Property management is a kind of comprehensive management that adapts to the modern production mode of comprehensive development of real estate. It is a unified management that is connected with the diversified pattern of property rights produced by the housing reform, and it is a socialized, specialized, enterprise-oriented and operational management that is compatible with the establishment of a market economic system. This kind of property management, which integrates highly unified management, all-round multi-level service and market-oriented operation, and combines business management with service, is actually a service industry.
During the internship, under the enthusiastic guidance of the instructor of the management office, I actively participated in the related work of property management, paid attention to comparing the theoretical knowledge of property management learned from books with the actual work, deepened my understanding of the actual work with theoretical knowledge, verified the learned property management theory with practice, and explored the nature and laws of property management work. The short internship life is both tense and novel, and it has gained a lot.
Property management belongs to the tertiary industry and is a service industry. Property management belongs to the tertiary industry and has its unique nature, that is, it is an industry that integrates management, service and operation, and integrates operation and management into service. Provide high-quality, efficient and thoughtful services for property owners and users, and let the property appreciate. Hengjia property management company thinks what the owners think and is anxious about what the owners are anxious about. Its operation is at a good level, the charging rate is above 88%, and the owner's satisfaction reaches the upper-middle level. The residential area has beautiful environment, high greening degree and complete facilities. Often carry out various activities to enrich the owner's spare time life, belonging to high-quality residential areas. Its business goal is to create a "safe, warm, fast, convenient and clean" living community for the owners.
The main work of my internship is to receive the owner's visit, declare the fault and handle the complaint. Among them, the main thing to pay attention to is to warmly receive the owners and help them solve practical problems as soon as possible. In view of some problems that do not belong to the scope of property responsibility, this paper makes further analysis and puts forward countermeasures and solutions to greatly reduce the loss of owners' interests. Before the Spring Festival, under the guidance of the leaders, the security risks in the community were cleaned up and solved. It provides a clean environment for community owners to spend a safe and harmonious New Year. At the same time, it also records and sorts out the payment of community owners to protect the interests of each owner, and at the same time, it also pays a return visit to some owners who are maliciously in arrears to deal with problems.
Strengthen training and improve business level.
Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.
Customer service department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly training our employees to improve our overall service level. The main contents of our training are:
(1) Conduct etiquette training and standardize gfd.
A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to solve the owner's problems. In this regard, manager Chen specializes in professional training for all employees in the department, which is completely hotel-style service standards to require employees. If the receptionist answers the phone, she must pick it up within three rings. The first sentence is "Hello", and XX people of Tianyuan Property are at your service at any time. Front desk service personnel must stand to serve. Whether the company leader or the owner passes by the front desk, they should say hello. This enhances the image of the customer service department, and also enhances the image of the entire property management company to a certain extent, highlighting the service nature of the property management company.
The front desk reception is the service window of the management office. The main duties of the front desk reception are to keep the information channels unblocked, supervise and inspect, and dispatch and coordinate the work of various departments. In the daily service, the front desk should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owner, but also reflect the owner's needs to relevant departments and construction units in time, supervise the maintenance follow-up, pay a return visit to the maintenance completion, and complete the final closed loop. In order to improve the work efficiency, the receptionist is also responsible for the statistical filing of charging data while keeping records of manual communication, which makes all kinds of information more complete, more convenient to query and maintains the integrity of original data.
(2) Do a good job in professional knowledge training and improve professional skills.
In addition to etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with "Property Management Regulations", "Measures for the Administration of Charges of Property Management Enterprises" and other pollution laws and regulations, learn relevant legal knowledge and solve problems encountered in practice. We also invited the master of the engineering department to explain to us the knowledge about engineering maintenance, such as the owner's application for repair, and we should be able to distinguish the location of the application for repair, the basic treatment methods, what tools the master should bring, and the warranty period of each part of the project. Only by clarifying these problems can we publicize and publicize them to the owners. Let the owners know clearly that property management is not always guaranteed, nor is our company responsible for everything after paying the property management fee. We will discuss, analyze and study some classic cases, and find out how much responsibility the property company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.
Management office reception and complaint setting system.
In order to strengthen the contact between the management office and the owners and tenants, solve problems for the owners and tenants in time and improve social benefits, the complaint reception system is established.
First, the customer service center is responsible for receiving visitors, publicizing the office location and telephone number for accepting complaints, allowing owners and residents to visit and complain, and trusting the management office.
Second, any manager should warmly receive, take the initiative to ask, smile, not make things difficult, not shirk, not confront, not aggravate the feelings of owners and tenants, treat acquaintances and strangers equally, treat adults and children equally, and treat busy and idle equally.
Three, customer service personnel should promptly record the problems mentioned in the residents' complaints and visits, investigate and verify the same day, and report the results and suggestions to the director of the office, who will decide the handling methods and responsible departments.
Four, the responsible departments in dealing with visits and complaints, to be enthusiastic, proactive, timely, to adhere to the principle of outstanding service. Do not shirk, dispute, shirk responsibility, embarrass the owners and tenants, or take the opportunity to ask for benefits, benefits, etc. After processing, the results should be fed back to the owner, tenant and director of the management office, so that everything is settled and everything is echoed.
Five, all managers should conscientiously and responsibly do their jobs, provide satisfactory management and services for owners and tenants, reduce complaints and criticisms from tenants, and resolve the dissatisfaction of owners and tenants before complaints.
Property management training experience
First, the purpose of internship
Accounting is a very practical subject. As accounting professionals in the future society, we should cultivate strong practical ability of accounting work. On the premise of mastering a lot of theoretical knowledge after two and a half years of professional study, we should integrate theory with practice, deepen our understanding of work flow and work content, improve the application level of basic accounting skills, and achieve the purpose of applying what we have learned, so as to not only exercise our practical operation level, but also cultivate our ability to analyze and solve practical problems and understand our own advantages and disadvantages. At the same time, learn about society, get in touch with reality, learn to deal with and communicate with people, and prepare for success at work. Therefore, as an accounting major, I started the relevant professional practice in February, 20 1 1 with a bright vision.
Second, the internship unit and work introduction
My internship unit is xxx Co., Ltd., which was established in xx 1 1. Is a township comprehensive private enterprise, with branches such as Tsinghua Electrical Appliance City, Happiness Supermarket and Violet Home Textiles.
The company's finance department has an accountant (Aunt Xue), an accounting assistant (Sister Mei) and a cashier. My internship position is cashier, responsible for shopping in Happy Supermarket. The daily practical operation mainly involves the daily cash receipt and payment management, the change exchange at the cashier's counter at the front desk, the payment of wages, and the accounting of current business, including filling in vouchers, registering account books, filling out bank wire transfer orders, recording bank statements, and preparing cashier reports according to the economic business. The practice unit adopts semi-manual and semi-computer accounting, and uses Mike Qimou business management software and Suda financial software.
Third, the internship content and process
The first real internship, I was both excited and nervous: I was excited to finally get out of the campus to really contact and deal with the real economy business; I'm nervous that I can't do it well when I first join the company.
On the first day of work, under the supervision of the accountant, I handed over the work with my former cashier. I will register the handover items (mainly cash on hand, bank deposits, cashier's vouchers, diaries, receipts and seals) one by one on the handover list, then count them one by one, and finally sign and seal them by the three parties. Later, the former cashier gave me the key to the safe, the key to the workbench and room, and taught me how to use the safe. I changed the security code as soon as I mastered it. After that, Sister Mei taught me how to use the company's financial software. First, I changed my password, and then I officially started studying. Although I didn't learn UFIDA or Kingdee software at school, I was similar in handling. At the beginning, I learned the basic skills very solidly, and it didn't take long to get started.
In the next few days, Yi Xue arranged for me to browse the company's previous vouchers, observe Mei Jie's work, and understand the general content and process of the work. I don't want to watch it at all because I have done a lot of exercises at school and laid a good foundation. Perhaps it is because of this conceited mentality that there will be problems in the future work: the supermarket provides customers with free pants-free service, and I won't open a voucher, but I just don't know which accounting subject to remember. Had to crustily skin of head to ask, although Yi Xue said nothing, but there is always consciousness. So I took out the previous vouchers, read them carefully, became familiar with the setting and use of corporate accounts, and made special records on special details, such as the attribution of admission fees and booth fees. Detailed usage of "non-operating expenses" in different periods, etc.
After nearly a week's observation, I finally "made a positive result" and began to handle the work by myself. At the beginning of a day's work, the petty cash is distributed to the cashier according to the different proportions of face value and currency value, and the cashier signs the requisition. And the end of the day's work is to collect money after the end of business at night. The supermarket has an invoicing software, which is connected with the cashier system. Print out the cashier summary of the day first, and the cashier will pay the money. First count the quantity, check whether there is counterfeit money, and then issue a "xxx Happy Buy Receipt", which will be signed by the cashier and cashier. After the payment is completed, check with the cashier's summary table, and check whether the amount is consistent. The cashier is responsible for underpayment. According to the receipt and summary table, make daily sales income statement, fill in accounting vouchers and register account books. The day's work is over.
Sitting in the office all morning and all night, changing money for the cashier at any time and handling related business. Economic business happens every day, and all accounting vouchers must be filled in and posted. Diary seems simple, but it is easy to make mistakes in practice. In order to avoid mistakes, I always pay more attention to the accounts, and there is no mistake in the accounts. At the end of the month, every account page should be closed once a month. After calculation, you should press the calculator to get the acid. I'll write the result in pencil first, and then I'll calculate it. If the results are consistent and the accounts are consistent, I will fill them in the ledger. After checking out, I usually calculate this month's account from beginning to end. Finally, check the total number of each subject page with "the number at the end of the previous period+the number of debits in the current period-the number of credits in the current period = the number at the end of the current period" to ensure the correct calculation.
At the end of the month, you should also enter the voucher entry interface of Suda accounting software, enter a summary, and then select an account and enter the amount in the corresponding account. Finally, check the accuracy of each element and save it. In the process of entry, I found my own shortcomings, that is, memorizing the account number. When you enter an account, if you remember the number and enter it directly, it will be displayed automatically. But I'm not familiar with the serial number. It's a waste of time to find it step by step through the account button. But fortunately, the company's business is not complicated. After inputting some vouchers, I remember the numbers of common subjects, and the input speed is greatly improved.
During the internship, the collection business only involves cashier and selling membership cards, so the most common contact should be payment. Because once the money is paid, it is difficult to recover the mistakes, and I am responsible for the compensation if it is difficult to recover, so I am particularly cautious when handling the payment business. When I spend every sum of money, I must know the specific amount of money received and paid, and make clear the payee and the purpose of payment. I will not pay unreasonable and illegal money. When paying, the most important thing is to check whether the formalities of the documents are complete, and the most important thing is to check whether the signatures are complete: first, the store manager should check, verify and sign the goods, indicating that the goods are verified and put into storage; Then, the manager signs the payment; Finally, it is signed by the accountant for confirmation. All three signatures are indispensable. The company's payment is usually settled in cash, so I always ask the payee to check the person in person.
Every month, I will regularly check the deposit journal with the bank statement and make the bank statement. This work was done by Mike Qimou's software. Input bank records and bank statements into the bank statement database, determine the account and method of reconciliation, and send the filtered records to the bank journal outstanding account database. Finally, the records are automatically checked and written off between the bank statement database and the journal database, and the bank reconciliation table is automatically generated.
3* 15 After the consumer protection day, the manager issued an order: supermarkets should conduct a comprehensive inventory. The unit adopts the method of goods inventory, and each sales district chief is responsible for filling in the goods inventory form, and Mei Jie and I take turns to supervise. After the inventory, enter the inventory table into the financial software to generate an inventory list, and then check it with the background inventory table, and the computer system will automatically generate an inventory income statement. As a result, hundreds of thousands of goods were missing. The manager flew into a rage, held meetings every three days, and finally decided to frame someone else. Later, he will take turns to check the receipts and take stock once a month.
The tension caused by inventory continued until payday. I have to be busy for a day or two every time I calculate my salary. The unit implements a roll call system, once in the morning and once in the evening, to verify the number of late leave and leave early, and deduct money when calculating wages. The manager is responsible for the statistics and summary of this work, and then I will calculate the salary according to it: first, we must make clear the basic salary, which will increase or decrease according to the length of working hours. So the first task is to sort out the work cycle of employees. Enter the employment form through Suda software, and check the time for employees to join the company and pay the deposit (employees who have not paid the deposit, regardless of working years, minimum wage 1200 yuan/month). There is no record of this deposit, but it should be found in "Other-Employee Fund Raising" through the fund source system. I will arrange the input time and save it in excel form, and save and print a copy for your reference. Secondly, according to the cashier's total cashier amount in the current month, the commission is calculated according to the proportion of n%. Then, according to the statistical data of the store manager, verify the withholding money and calculate the amount of insurance and personal income tax that should be withheld. Finally, register the salary distribution table and calculate the net amount. I filled out a cash check according to the correct requirements and went to the bank to withdraw cash. I put the actual salary and salary distribution list in everyone's salary bag according to the names on the salary slip. Who is required to sign the salary payment and the name of the person who signs on his behalf.
In addition to the above work, I have to do a lot of "small things", such as paying the phone bill, sending express mail, calculating and checking the interest of bank loans, sending cash, writing cashier reports and so on. Although these are only the smallest "small things", it feels great to do it yourself, and it is very fulfilling to accomplish everything through your own labor.
After a period of time, the cashier basically mastered the work, the work is also handy, and there is a lot of spare time. Yi Xue will teach me personal finance, such as stock trading, and then I realize that I lack a lot of knowledge, so I need to recharge my batteries. I'm really glad to meet such a good teacher.
Fourth, the internship summary and experience
In this short period of ten weeks, I warned myself all the time that my performance in the company not only represented my personal image, but also related to the reputation of the school, so I was strict with myself in all aspects, with an open mind, solid strength and excellent performance, which won the recognition of the company.
Nearly three months of internship life, let me mature a lot, personal ability has also made great progress. I came into contact with the real account books and vouchers, and personally handled the actual business, which not only cultivated my hands-on ability and increased my practical experience, but also made my understanding of cashier practice rise from pure rationality to practice. It not only broadens my horizons, but also broadens my knowledge. This is a very precious lesson, which makes me have a further understanding of future study: it is more important to learn how to apply what I have learned to practice, and should not be limited to the surface. It is difficult to get the deep essence without hard work.
Internship life has taught me that interpersonal relationship is very important in this big family, and good interpersonal relationship can bring smooth work, opportunities and success. A Chimonanthus praecox is scattered in the corner and can be fragrant; A stream flows slowly in the mountain stream, and it is still the river of life. Everything has its power and everything has its place. Treat everyone as a good teacher and friend at work, and take good care of yourself, then you can reap real success.
I will meet many new things in my future work, which will bring me new experiences and knowledge. So I firmly believe that as long as you have confidence in yourself, be good at discovering, be brave in digging, persevere, be careful and persist, you will certainly gain more and reach the other side of success. I am convinced that this internship experience has made a comprehensive and sufficient preparation for me to step into social work, so that I can integrate into the society with a better attitude and lay a solid foundation for truly exerting my talents and embarking on a job.
Property management training experience
Through a month's internship in Yahe City Garden, I have a deeper understanding of property management. Property management is not only a service industry, but also a humanized work. At work, I not only learned how to communicate with others, but also improved my self-cultivation to some extent.
Yahe City Garden is rich in human and material resources. In terms of human resources, employees are not only technical, but also pay attention to cultivating the quality of employees. They pursue not only service quality, but also service attitude and service efficiency on the premise of good service quality. In the daily maintenance inspection, there will be a special person to carry out maintenance, maintenance and inspection every day. For the maintenance and management of some public facilities and equipment, it is also in one step. In a short month, I learned a lot, but some of them are still not in place. In the internship, I mainly went deep into cleaning, security, greening and customer service, and learned a lot of things that are beneficial to me in all aspects.
Through the internship in Yahe City Garden, I learned their requirements for "scientific and standardized management, high-quality and efficient service, safe and civilized environment and sustainable development". In order to manage the service policy, the staff are guided by the principle of "thinking about the owner's thoughts, being anxious about the owner's urgency, and doing the retrospective internship required by the owner", which has helped me a lot and made me learn a lot. Ask what you don't understand during the internship, and report the problems to the leaders immediately, which gives me a deeper understanding of the property of Yahe Garden and a preliminary understanding of the facilities and equipment management, things management, safety management, cleaning management and greening management of the management office.
During the internship, I saw that Ya lotus town Property has established a "one-stop" property management service system, which fundamentally improved the level and service quality of residential property management, and established a standardized, refined and information-based service system, achieving an efficient service quality. This year, the company also advocates employees to carry out the business policy of "emphasizing system, quality, budget and cooperation", thus improving service quality and efficiency and the satisfaction of owners.
For the management of equipment and facilities, during the internship, I saw that the Property Management Department paid attention to improving the equipment management system, doing daily maintenance, maintenance and maintenance of all kinds of facilities and equipment, conducting quantitative inspections and inspections every day, making records carefully, and solving problems in time when found. Yahe Property has abundant human and material resources, including some management and technical talents. It conducts regular training for online employees in combination with property laws and regulations. With the increasingly fierce market competition and the constant updating of knowledge and skills, the company will provide every employee with various professional learning and training opportunities. Yahe Property also advocates "learning by working and working from learning". Every employee strives to become a learning employee, forming a positive atmosphere and a competitive atmosphere to catch up, thus further improving the quality and ability of employees.
Starting from reality, the management office formulates strict rules and regulations, post regulations, work standards, assessment standards and assessment methods. The combination of qualitative and quantitative methods can enhance the operability of assessment, make employees have a sense of crisis and urgency, and thus improve the enthusiasm of employees.
A month's internship passed quickly. During my internship, I learned a lot, but I also saw my own shortcomings. Through this internship, I deepened my understanding of property management knowledge, made me realize the importance of combining theory with practice, enriched my knowledge of property management, and learned the importance of property management work.
Property management is an invisible low-profit service industry, and it is also an all-round and multi-faceted management industry. Therefore, we should keep in mind that there is no trivial matter in property management, always put the owner in the first place, take the owner's requirements as the center, proceed from the owner's requirements, constantly learn and innovate in our work, and strive to be an excellent manager.