20 19 internship report on college students' property management (1) Looking back on the internship life, I was deeply touched and gained a lot. During my internship, I learned more about the property management of xx Garden Management Office by watching and asking questions, and analyzed the characteristics, methods and operating rules of the property management work carried out by the management office. At the same time, I have a preliminary understanding of the facility management, transaction management and safety management of the management office.
First, strengthen human resource management and build a "learning and innovative" enterprise.
1, strictly control employee recruitment. Xx property must be a graduate of property management when recruiting management personnel; To recruit maintenance personnel, they must be all-rounders with relevant technical conditions and hold the "Employment Certificate"; The security personnel recruited must be veterans, and their height, physical fitness, knowledge, personality and psychological quality have all undergone strict examination and selection.
2. Do a good job in employee induction and on-the-job training. Xx Property provides pre-job training for new employees, so that employees can understand the basic situation of the community and the work to be carried out, and reduce blindness; With the fierce market competition and the constant updating of knowledge and skills, various professional training opportunities are provided for on-the-job employees. Xx Property advocates "Work is learning and work is innovation", and every employee strives to be a "learning and innovative" employee, thus forming a positive competitive atmosphere among employees. So as to improve the personal quality of employees, improve the management service level and management efficiency of the management office and establish a good corporate image.
3. Starting from reality, the management office has formulated strict rules and regulations, post regulations, work standards and assessment standards in strict reference to the operation of xxx quality system. According to the post responsibilities of employees, the management office formulates a comprehensive 360-degree assessment method for superiors, peers and subordinates; The establishment of quantitative assessment standards, combining qualitative and quantitative assessment, enhances the operability of assessment and reduces the influence of human factors in the assessment process; Establish and improve the assessment mechanism, implement the last elimination system, avoid the phenomenon of going through the motions of assessment, enhance the sense of crisis and urgency of employees through the establishment of the assessment mechanism, and urge employees to continuously improve their own quality.
Second, cultivate their own core expertise, create distinctive services and enhance their core competitiveness.
During my internship, I saw a set of "one-stop property management information system" property management service software designed and developed by xx property cooperation. The software includes three systems: one-stop customer service, one-stop short message management and one-stop digital community. It is a short message system that uses network, e-commerce and scientific and technological means to improve the level of property management and service quality, and effectively develop, integrate and utilize customer resources. The management office fully advocates the characteristic management services of "one-stop service" and "best safety". So as to achieve efficient management operation, solve the rush of owners, create ubiquitous and meticulous services, improve service efficiency, enhance the satisfaction of owners, improve the level and quality of property management services, and ultimately enhance the company's core competitiveness in the fierce market competition.
Third, implement the "customer interaction year" to promote the benign interaction between the company and the owners.
In the management of the relationship between xx property and owners, I learned in my internship that in 20xxx, the "customer interaction year" will be mainly carried out. The xx Club, a new life service center and a customer service hotline were set up to carry out daily community activities and theme activities according to the different ages, hobbies and levels of the owners living in the community. For example, in March, we launched a volunteer service activity to learn from Lei Feng. Children's Day, playing games with kindergarten; 10, organize community owners to watch open-air movies; 1February, Santa Claus distributed Christmas presents at Christmas ... Through various colorful interactive activities, the communication between the company and the owners, owners and owners was strengthened, and an interactive customer relationship was created, creating a strong community atmosphere and a good living environment.
Fourth, pay attention to the important basic work of property management-equipment management.
For equipment management, I saw in my internship that the management office focused on establishing and improving the equipment management system; Establish equipment cards for various equipment; Do a good job in daily inspection and patrol of equipment, conduct regular inspection, maintenance, repair and cleaning, make records carefully, and solve problems in time when found. For example, pools and water tanks are cleaned and disinfected once every six months, and the water quality is tested to ensure that the water quality meets the national standards; The generator is debugged once a month; The fire pump is turned on once a month to ensure that it can be used normally in case of fire. Wait a minute.
Five, a beautiful landscape of the management office-security team
The security management of the management office is equipped with lobby post, patrol post, monitoring post and command post, which are closely related to each other and provide 24-hour security for the community. Establish and improve various public security management rules and regulations; Train newly recruited security guards in basic knowledge and operational skills before taking up their posts, increase the training of on-the-job security guards, pay attention to the training of post image, courtesy and emergency handling ability, and enhance the sense of responsibility and comprehensive quality of security guards; Strengthen the service consciousness and establish the service responsibility of "friendliness and dignity * * *, service and guards coexist". Security personnel not only do a good job in public security management, but also provide various services for the owners, forming a beautiful landscape of the management office.
The short internship passed quickly. Looking back on the internship life, there are both joy and some regrets during the internship. Through practice, I have deepened my understanding of property management knowledge, enriched my knowledge of property management, and made me have a profound perceptual and rational understanding of property management. At the same time, due to the short time, I feel a little sorry. The understanding of some work of property management only stays on the surface, just watching people do it and listening to people talk about how to do it, without personally feeling and handling some work, so I can't understand its essence.
Through practice, I realize that to do a good job in property management, we should not only pay attention to the study of theoretical knowledge of property management, but more importantly, we should closely combine practice with theory. As a low-profit service industry, property management provides intangible services. Property management is an all-round and multifunctional management, and it is also an ordinary, trivial and hard service work.
20 19 Practice Report on College Students' Property Management (II) I. Preface
According to the teaching arrangement of the school, 20 students, including me, will be arranged to practice in xx City Federation of Industry and Commerce next semester on 20 19. At the meeting of the Federation of Industry and Commerce, I was honored to be assigned to xx Group. Xxx group arranged me and xxx classmates to the market management department of xxx property management company, a subsidiary.
Two. Introduction of Market Management Department
The market management department consists of 14 employees, including manager 1 name, marketing manager 1 name, charging manager 1 name, general manager 1 name, 6 marketing managers and 4 toll collectors. The market management department is directly managed by the general manager and occupies a very important position in the company's management structure. The management of market operation activities by the market management department is directly related to the life and death of xxx property management company. Therefore, the market management department takes market management and charge management as the focus of its work, and all its work revolves around these two points.
Three. Responsibilities of Market Management Department
According to the division of responsibilities of the company, the market management department has the following responsibilities:
1, responsible for the overall control of the company's follow-up management of investment promotion and admission.
2. Be responsible for the management of commercial real estate taken over by the company.
3 responsible for regulating the business scope of business households.
4. Be responsible for the management of business behaviors such as entry, exit and transfer of business households.
5. Responsible for the monitoring and supervision in the process of transformation of business households.
6, responsible for the implementation of the three guarantees in front of the business households.
7, responsible for regular communication with business households, to understand the business situation, to provide first-hand information for the company's business decisions.
8. Responsible for the implementation and analysis of the satisfaction survey of business households.
9. Be responsible for the overall work of charging within the jurisdiction.
However, according to my 40-day internship and observation in xxx property management company, the responsibilities entrusted to this department in actual work are not limited to the above responsibilities. For example, cooperate with government agencies to conduct population surveys within their scope and help the investment department collect market information. However, the regulation of "being responsible for regular communication with business households, understanding business conditions and providing first-hand information for company decision-making" has not been implemented. The reason is that I think the content regulated by this regulation is too abstract for market managers, which makes it difficult for market managers with low education to grasp the specific degree. Moreover, the content of communication involves the business secrets of the business households, which makes it difficult for market managers to communicate substantively with the business households, and also makes it impossible to really implement the regulations.
In addition, some work burdens within the scope of market management are actually much greater than the work burdens that should be borne. For example, the air market often leaks water. When it rains, the air market leaks rain everywhere, which makes the market administrator too busy, and at the same time makes the owners have deeper grievances against the company. In fact, the reason is that the quality of construction projects is not up to standard, which leads to an increase in the workload of market administrators, a waste of time and energy and damage to the company's reputation.
Of course, this does not mean that market managers should not manage such things. I just want to explain that the work and responsibilities of market administrators are closely related to the cooperation of other departments, and it is quite necessary to reasonably divide the responsibilities of various departments. Moreover, when the company divided the scope of responsibilities, it did not explain how all departments should cooperate and how to cooperate, which made it difficult for all departments to coordinate in the actual work process. Although the company says "teamwork" every day, it has not made regulations and norms in the system. True teamwork is not as easy as words.
Fourth, the problems existing in the market management department
Through forty days of practice and observation in the market management department, I also have some thoughts on the working methods, methods and attitudes of the market management department. I think there are the following problems:
1, the quality of the market management team is not high. The quality mentioned here does not specifically refer to cultural quality, because market management does not require a high degree. Usually in the office, when the host visits, everyone seldom asks the host, and everyone continues to work or chat. This left a bad impression on the owner from the beginning. In the process of answering the owner, few people will take the initiative to get up and give up their seats or pour water. How can I feel the company's respect for the owners? In the process of patrolling the market, the behavior of the market administrator is not detailed enough, or it is not appropriate enough. In my opinion, it does not reflect the quality that a market manager should have. The company's concern for the owners is not reflected in the details, so how can we hope that the owners will cooperate with the company's work in the future? The quality of market administrators is directly related to the company's image and interests, but there are huge problems in the quality of market administrators.
2. About the morning meeting. There will be an early meeting at 8 o'clock every morning from Monday to Friday. Generally speaking, the department manager will speak. In the process of speaking, all employees either look around or look around, unable to concentrate on listening to the leader's speech. Of course, this doesn't mean that we didn't listen attentively to the leader's speech, but exposed a problem, that is, the concept of discipline. Without rules, there would be no Fiona Fang, and without discipline, where would there be order? The morning meeting has the discipline of the morning meeting, but I seldom see them observe the discipline of the morning meeting.
From such a trivial matter, it is not difficult to see that the discipline concept of market administrators is so weak, and at the same time, it can be seen that the company has great problems in system implementation. The purpose of the morning meeting every day is to convey information, assign specific tasks and stimulate the enthusiasm of employees. However, there are problems in the way the morning meeting is conducted. Usually the manager speaks alone, and then the morning meeting is over. In my opinion, this will greatly reduce the sense of loss of subordinates. If employees can often express their opinions at morning meetings and have face-to-face communication with managers and employees, it can enhance employees' sense of honor and responsibility for the company.
3. The concept of time is not strong. During the 40-day internship, what impressed me the most was that not only the market administrators, but also a large part of employees did not have a strong sense of time. After watching the morning meeting every day, colleagues and market administrators go to have breakfast one after another. The company clearly stipulates that they go to work at 8 o'clock, but for the market administrator, it will be at least 8: 30.
At noon, before the specified time, the market administrators are rushing to eat. Another example is a meeting. Although I only attended a more formal departmental meeting, the staff of the marketing department arrived late. With this concept of time, it is hard for us to imagine how efficient the employees in the marketing department are.
4. About assessment and encouragement. It's been almost a month since I came to the company, and I haven't seen the company's specific assessment of the market administrator. Once in a while, it's just a formality. At that time, the office came to check, and the office of the market administrator was filthy, which may be a bit exaggerated, but it definitely violated company regulations. However, I saw that the published results were peaceful.
When my colleagues and I inquired about the company's assessment and incentive system, I finally understood that the original company did not have a more formal incentive and assessment system. Colleagues have been in the company for almost a year and have not received any rewards and punishments from the company. Without assessment and incentive measures, how can the company ensure that employees can successfully complete their tasks and how can they ensure their enthusiasm for work? Therefore, market administrators often delay time and are inefficient, making it difficult for companies to carry out their work, while all departments are in conflict and blame each other.
At the end of the internship, because the company's charging task could not be completed well, it quickly gave the completion index to the market administrator as an assessment standard. But my colleagues, the market manager, all complain that they can't finish the task, which is another problem of the company. In fact, many problems are continuous. After the preliminary work is done, the later work will not be a problem. If the pre-assessment system is perfect and the pre-work is done well, it will not suddenly put a lot of pressure on market managers.
20 19 internship report on college students' property management (3) through the morning internship in xxx property company, I contacted and saw a lot of things and learned a lot. For the first time, I really felt the pain and joy of the staff in the property work. After their enthusiastic, detailed and patient explanation and showing us around the community, I realized that the theoretical knowledge of property management in books must be combined with practical work. In this way, we can deeply understand the company's business philosophy, management mode and personnel quality. Here, I will summarize the property management related work carried out by xxx management office as follows:
The first is the refinement of management.
In the actual property management work, we are faced with some simple and repetitive trivial things. Every day, property management members still insist on doing everything well with great enthusiasm, and strive to provide good friendship, harmony, safety and civilized community environment for community owners. These all depend on the detailed process of operating procedures. The GSUKAS ISO900 1:2000: 2000 quality management system promoted by the company makes the management system more standardized, procedural and standardized, makes the service more refined, and establishes and implements refined management. All links, departments and posts have formulated strict standards, and operate according to this management system, starting from details, starting from small things and starting from ordinary things.
All these are reflected in the daily work of xx Property Development Co., Ltd., which has formulated a unified process standard and effectively improved the management service quality and work efficiency. Cultivate employees' concept and consciousness of meticulous management, develop meticulous work style, and make refinement a habit of every employee. Closely combine refined management with corporate culture construction, and strive to create a cultural atmosphere that pursues refinement. At the same time, a strict reward and punishment system is set up to standardize the behavior of employees and let them know what to do and what not to do.
Second, create a community culture with cultural characteristics.
Because the community is a high-grade community, the residents are generally of high quality, including retired cadres, retired teachers and retired civil servants. They want to live in a comfortable, harmonious and colorful environment, especially the elderly like to show themselves and live their individuality in their later years.
Therefore, apart from providing quality services and efficient management for owners, the Property Management Office also has an important task, which is to carry out community cultural activities by using the kindergartens in the community and the unique artistic elements of these elderly people. The management office holds community cultural activities at least once or twice a month, aiming at promoting traditional festival culture, enriching spare time life, enhancing emotional communication among business owners and comprehensively promoting the construction of community spiritual civilization. These activities have been highly praised by the owners, and everyone enthusiastically supported and actively cooperated to create a strong community atmosphere and a good living environment.
Third, create advanced management concepts of energy-saving and environmental protection equipment and facilities
Due to the advanced nature and complexity of modern building facilities and equipment, the management of things is required to rely on professional knowledge, standardized procedures, strict standards and superb skills. With certain scientific management procedures and systems, according to certain technical management requirements, the daily operation and maintenance of various property equipment are effectively managed.
During my internship, I learned that xxxx management office has done the following work on the management of houses, equipment and facilities:
(1) Equipment operation management, through the publicity and communication work such as the study and training of equipment usage data and the owners' convention carried out by the property management unit, enables the owners and property users to correctly use the facilities and equipment on the basis of fully understanding the usage methods of the facilities and equipment. And make relevant inspections and records.
(2) In terms of equipment maintenance, maintenance and value-added are carried out through equipment overhaul, medium repair, update and technical transformation, as well as daily maintenance projects.
(3) Equipment safety management: educate employees and owners on equipment safety operation, establish safety awareness, understand all kinds of equipment safety prevention knowledge and safety management regulations, and establish all kinds of equipment safety management systems.
(4) In terms of technical file management, properly keep the technical innovation data, various equipment operating instructions and project handover drawings, and do a good job of filing and classifying the data drawings to ensure the integrity of the data. Through the above equipment management work, it has laid a good foundation for the later management of the property.
⑤ Through the energy-saving transformation of domestic water pump, the operating cost of the equipment is reduced, and good economic benefits and use effects are created, which reflects the professionalism and sense of responsibility of the management office.
Fourth, strengthen safety management to ensure harmonious and safe communities.
The public security work in property management is a series of public security management activities, such as anti-theft, anti-destruction, anti-explosion, and anti-natural disasters, which are carried out by property management companies to ensure that the property within the property area under their jurisdiction is not damaged and does not cause personal injury, and to ensure the normal work and life order of users. As a security guard, we should always establish the idea of "service first, customer first" and integrate strictness, seriousness and sincerity. We should not only adhere to the principle of doing things according to the rules, but also be polite and helpful.
① Personnel and vehicle access management. In management, security personnel should reasonably control the access control link according to the relevant national laws and regulations, service contracts, rules and regulations, combined with the use methods of relevant security facilities and equipment, earnestly perform their duties, and take corresponding preventive measures in time when finding abnormal situations.
② Use, maintenance and management of safety system. In order to ensure the normal operation of the security system, security personnel use the mutual cooperation of monitoring system and automatic alarm system to reduce false positives and improve management efficiency. At the same time, the safety system shall be maintained and maintained by special personnel, inspected and tested regularly, and problems found shall be handled in time.
③ Construction site management. Management personnel strictly control access to prevent confusion; Strengthen inspections to prevent problems before they happen; Control the operation time and safeguard the legitimate rights and interests of the owners; Strengthen management and check again and again.
(4) Cooperate with the government in community management. Property management companies will promptly notify the police station and community neighborhood committees when organizing major activities in the community to coordinate with each other to avoid accidents. In terms of fire management; Implement the policy of "putting prevention first and combining prevention with elimination". Focus on strengthening the publicity and education of fire safety knowledge and fire safety inspection for community owners, and hold fire drills every year. Establish a volunteer fire brigade, improve the fire management system, and strengthen the improvement, maintenance and maintenance of fire control facilities and equipment.
Vehicles are the necessary means of transportation for people's life and work. With the improvement of people's living standards, the number of vehicles has increased year by year. At present, due to China's large population and small land, urban planning can't keep up with the needs of real estate development, many properties have no parking lots or parking spaces are seriously inadequate, and some property management companies are poorly managed, which leads to serious parking and misplacing of vehicles in the property area, frequent cases of vehicle theft and frequent traffic accidents in the area. These not only destroy the environment around the property, but also bring inconvenience to the users' work and life, and also cause the users' property loss and safety can not be guaranteed. Therefore, property management companies must attach importance to vehicle management.
(1) Establish and improve the vehicle management team, including community vehicle traffic guidance management personnel, parking lot maintenance personnel and vehicle charging management personnel.
(2) Vehicle access management: the owners living in the residential area are managed by handling annual or monthly cards, and the foreign vehicles or temporarily parked vehicles are managed by issuing temporary cards, that is, a temporary card is issued every time they enter, and the card records the recording time, license plate number, personnel on duty, etc.
(3) Vehicle parking management: After the vehicle enters the management area, the management personnel guide the vehicle to park in the fixed parking space. At the same time, when the vehicle enters the parking space, the management personnel will inspect the vehicle in time to observe whether the vehicle is damaged, whether the window has been closed, and whether there are valuables left in the vehicle. Through the above professional management methods, it has also been greatly appreciated by most owners in the community, which is exactly what I need to strengthen in my future work practice to lay a solid foundation for going to work.
Through this internship, I really feel that in today's society, the economy is developing, people's needs and pursuits are constantly improving, especially in large and medium-sized cities, property management has become an indispensable part of people's lives, and it is more and more closely related to people's daily lives.
Without property management, people's lives will be in chaos, public facilities will not be maintained, plantations and sanitation will not be maintained and cleaned, water and electricity will be cut off and unattended, public order and safety will not be guaranteed, and people's lives and property will be seriously threatened. Only a formal property management company, high-quality professional property management team, plus the cooperation of the government, the owner's autonomous organization and all the owners.
I think to do a good job in property management, we should not only pay attention to the study of theoretical knowledge of property management, but more importantly, we should closely combine practice with theory. As a meager profit service industry, the products provided by property management are intangible services. Property management takes the owner's demand as the center, everything starts from the owner's demand, establishes the people-oriented service concept, advocates humanized service, implements people-oriented service measures, improves service efficiency, and regards customer satisfaction as the best pursuit of property management. Adopt strict rules and regulations. Keep learning and innovating, keep pace with the times, provide owners with a clean, beautiful, safe, warm and comfortable living environment, and create a new milestone in property management for building a well-off society in an all-round way.