The summary of the work of the property manager during the probation period can help the property manager sort out the working ideas and summarize the working methods. The summary of the work of the property manager during the probation period is what I want to share with you. Welcome to browse.
1 summary of property manager's probation period? Second venture? At the same time, put forward? Five hearts? The purpose of writing a new chapter of property quality service in XX years. Work closely around the implementation of the target management responsibility book issued by General Manager Li. The work of the past year is summarized as follows:
First, briefly describe the completion of the indicators.
At the beginning of the year, it was decomposed according to the target management responsibility letter issued by General Manager Li, and each task index was defined according to the department, project signing department and project target responsibility letter. Scientific arrangement, strengthening? Sanquan management? In order to build a corporate brand with sunrise characteristics, establish a good corporate image, realize diversified management, and strive to create a double harvest of social and economic benefits, we firmly grasped the main line of property services and started our work, successfully completing the economic tasks assigned by the company. Over the past year, despite the change of project manager and supervisor, with the increase of property legacy problems, safety problems and service defects, the collection of property management fees has been affected, but we have managed to complete the charging task, such as: the charging rate of the new West Blue Project is 96%; Zhongtian Garden Project Charge Rate: 98%; The charging rate of Sunshine Jiating Project: 98%; The charging rate of Zhonglian Yihuayuan Project: 96%; All charging rates of Fengtai Project:100%; The charging rate of Huamao Yulong Park Project: 98%.
When Mr. Li announced the company's operation at the beginning of the year, he said: the profit of the whole company is about 80 thousand yuan. The enterprise already has a certain scale. As the vice president of the company, such profits have been wronged for a year, and now I can finally save some face.
The second is to review and reflect on the implementation of rectification.
From the implementation of the management plan at the beginning of the year to the strangulation in the middle of the plan, we began to seriously review it. It's like writing brush characters are clear and smooth at the stage of transition, but the finishing touch somehow ends or doodles, savoring the works of the past year, as if everything has a fly in the ointment; In short, summarize XX years from a personal point of view: only seek innocence, not nothingness.
There are also many unsatisfactory places, mainly in the following aspects:
1, the training was not true and detailed, and the training was done. What is the training effect? The summary is not enough.
2, lack of perseverance in the work, lack of a grasp of sticking to the end.
3, ideas can't keep up with the situation, not mobilizing everyone in the development and innovation, and listening to everyone's opinions is not enough.
4. The system is too emotional. There is no further quantitative system, and the system is implemented.
5. Corporate culture has not been substantially strengthened. Companies and employees should be in partnership, which is not enough to enhance employees' sense of belonging and responsibility.
6. Create a corporate brand. Enterprise is life, and brand brings benefits. Property companies should be well-known and have a good reputation in building service brands. Employees are image representatives, and brand education should be strengthened.
7. Careless and unclear target management. The responsibility target plan needs to be improved in the aspects of foresight, scientificity, comprehensiveness, systematicness and possibility. At the same time, it is necessary to strengthen plan management and process control, cultivate employees' plan awareness and strive to complete the plan.
Three. Work plan and train of thought for XX years
In XX, I will closely follow the company's development plan. On the one hand, I will conscientiously complete the tasks assigned to me by General Manager Li. On the other hand, I will continue to strengthen the company's own system construction, further expand the business scope, improve the service quality, and build a reputable and powerful property management brand.
(1) further innovate the working mechanism, strengthen internal management, expand business, and make the company's development reach a new level.
After several years of efforts and development, our company's work has been standardized and its business scope has been further expanded. In XX, we will further innovate and improve the working mechanism and management mode, further strengthen the internal management level, continue to consolidate and improve the existing system, deepen the reform of the internal mechanism, try out the quota, posts, remuneration and management responsibility system, clearly implement the target responsibility system for community management, and seek benefits from management; Relying on existing projects, further exploring new markets for property management is a key task to promote the company's development and economic situation to improve significantly.
(2) Strengthen the cultural construction of enterprises and communities, and build a Chaoyang property brand.
On the basis of completing the central task, the company should focus on XX's corporate culture and community culture construction, continue to improve the company's website, strive to do a good job in community cultural activities, expand the service depth and improve the service quality for our company with the in-depth expansion of corporate culture and community culture construction, and continuously strengthen community property management and enhance market competitiveness.
Strengthen human resources. Training and talent team building
It is necessary to strengthen training and study to improve their professional quality and overall management level; Strengthen the introduction of high-tech and high-ability talents, tap the internal technical potential through training, and discover, cultivate and reserve technical talents. By building an internship base for property management with Shaanxi University of Finance and Economics, we will select outstanding graduates and strengthen the construction of talent team.
?
2 Summary of the probation work of the property manager Since I came to the company, I have gone from groping to familiarity, from being at a loss to being confident. Every step of my progress has been warmly helped by company leaders and colleagues, and has also been understood and supported by most owners. As a newly graduated college student, this is an extremely valuable asset during my growing up. Thanks to the leaders and colleagues of the company.
20XX June 13 Director * * resigned. Thanks to the kindness of the leader, I took over as the director of customer service department. When I first took office, I lacked confidence. I feel young, inexperienced and limited. I am deeply ashamed of the trust of the leader. But objectively, I am very familiar with the basic situation of residential houses and the basic situation of each owner, and the customer service department is also quite skilled in handling various procedures and service processes. Pressure resistance and good psychological adjustment ability have also passed the test. Therefore, on this basis, I will study and work more actively, constantly improve my professional quality and leadership ability, and strive to become a full member as soon as possible.
I have been the head of property customer service department since June 14, XX. In just over a month, with the careful care and guidance of leaders and colleagues, I have worked hard through my unremitting efforts to better complete various tasks. The report reads as follows:
First, take the lead in doing the basic work of the property customer service department.
When I first joined the company, as an ordinary customer service administrator, I worked hard to learn property management knowledge, did a good job in basic work, recognized my job responsibilities, dared to solve difficult things, and adapted to this position in a short time. In the seventh month after joining the company, I began to be the head of customer service department. In the 1 month of this position, I have done all the work of the department, improved the overall service consciousness of the customer service department, arranged and managed all the work reasonably, and improved the effectiveness of the work, including:
(1) demonstrate and guide the employees of the department to do the daily reception work of customer service and provide standardized services for the owners;
(2) On-site guidance to handle the application procedures for secondary decoration of houses, settlement procedures, temporary passes and other work;
(3) Lead the employees of the department to make home visits, distribute 38 questionnaires, collect the opinions and suggestions of the owners/customers on the property management process, make summary analysis and report them to the company leaders;
(4) More than 20 written notices and 968 SMS notices were issued, with the intention of timely and detailed, and actively cooperated with the contents of the notices to make corresponding explanations.
(5) Establish and improve various regional data, especially the owner's files and complaint handling summary;
(6) Accept the complaints from the visiting owners, guide and report the complaint handling form, pay a return visit to the owners on the basis of handling and perfecting the complaints from the owners by the engineering department of the development company, and convey the feedback to the engineering department of the development company in time to urge the engineering department of the development company to carry out the maintenance work of the missing projects as soon as possible;
(7) Coordinate with the order department and engineering department of the property management company to provide fast and high-quality services for the owners; Property management services such as water supply and power transmission of owners are all procrastination and prevarication. The cleaning and order problems raised by the owner also arrived at the scene quickly and were solved immediately.
During my tenure, on the basis of the excellent management of * * *, I kept the work of this department in an orderly manner in a short time, so that the customer service work of the property management company was carried out normally and the tasks assigned by the leaders were well completed.
Second, perform the duties of customer service supervisor and do a good job.
As a positive young man, he has the courage to take responsibility, obey the work arrangement of the leader, take "doing basic work well, improving service level and finally collecting property fees" as the overall working idea, earnestly perform the duties of customer service supervisor and strive to do his job well.
(1), supervise the implementation of service management, find problems and make timely rectification, and constantly improve the service management level;
(2) Drafting departmental plans, summaries and relevant official documents, and organizing regular departmental meetings. Communicate the work arrangement of superior leaders, refer to the opinions of all employees in the department, and deploy and carry out the work reasonably and effectively;
(3) Make and report the attendance sheet of department staff on time;
(4), finishing decoration garbage settlement list;
(5), XX basement flooding accident * * * caused 43 owners' property losses, which is also an important work of handover with DD supervisor. With his help, I have sorted out the injuries and treatments of 43 owners and updated them in time. Actively do a good job in the handover of items with the office, and promptly notify 13 the owner to receive the damaged replacement items in the basement to offset the compensation;
(6) Under the guidance of Yang Jingli, the employees of the department were trained on their job responsibilities, which strengthened their sense of responsibility and promoted the employees of the department to finish their work well and quickly. Encourage department employees to learn property management knowledge, guide employees to use office software reasonably, and promote the improvement of work efficiency.
I have been in charge of the customer service department for more than a month, and I have some pressure. I also spent a lot of time and energy. Sometimes things are busy all day, but I feel very fulfilled. For me, in this short time, my gains are far greater than my efforts. As the head of the department, I earnestly perform the duties of customer service supervisor, strive to do my job well, and lead the employees of the department to basically complete all the work on the basis of improving service awareness and service level.
It is true that for a young property management worker like me, there are still many places that need to be improved. Some problems that need to be improved are also found in the course of performing their duties. For example: lack of property management knowledge and experience; Lack of management, the quality of leaders needs to be improved and so on. I will try my best to improve the above shortcomings in the future, and strive to become an excellent customer service staff of property management and a professional customer service director of property companies.
?
3 Summary of the probation work of the property manager Looking back on the work of xx years, it has come to an end. It can be said that the collection of property fees has been successfully completed, and the service to the owners has reached a satisfactory standard. However, there are also many shortcomings in the work. During this year, we learned a lot from customer service reception, owner's return visit and coordination of various problems. I also realized my own shortcomings to a great extent. Although a lot of efforts have been made, some achievements have been made. However, the sweat paid is still far from the work effect. So I want to find out the problem through this summary and serious reflection. In the new year, let the work be more standardized and the owners be more satisfied.
In this year, we conscientiously implement our enterprise philosophy of Jinyuan people? Serve with your heart, do things with your heart? Serve the owner, do a good job and be responsible for yourself. With the strong support of the company's leaders and the solidarity and cooperation of all departments, and with the hard work of the employees of all departments, our customer service department earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time, provided thoughtful service, and made every effort to properly handle business services such as maintenance, complaints and return visits, and successfully completed all the goals and plans formulated at the beginning of the year. The following is the completion and analysis of important tasks:
1. Daily reception work Fill in the reception record of the 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 give feedback and call back to the owner in time.
Ii. information release this year, our department issued various written notices to customers about 30 times. A total of 54,000 notices were sent by mass SMS, so that the intention of the notice was timely and detailed, and the expression was clear and the words were accurate. At the same time, it actively cooperated with the contents of the notice to make relevant explanations.
Third, the owner missed the handling of engineering complaints. In 20 12, the return visit rate of our customer service department was 98%, and the satisfaction rate of engineering maintenance was 96%.
Verb (abbreviation of verb) On-site service opinion survey: While completing their daily work, our staff actively went into the owners' homes of residential quarters to collect opinions and suggestions from all kinds of customers on the property management process, so as to continuously improve the service quality and service level of property management in century city residential quarters.
6. Establish and improve the owner files. The owner's file has been improved and updated, and the owner's electronic file has been continuously supplemented.
VIII. Training and Learning Work Under the guidance of the European director of the property company for many times, our department has conducted systematic training and learning from the most basic image establishment of customer service personnel, from the most basic property management concept to the communication skills of property management personnel, to all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.
Nine, in the direction of the company strongly calling on all employees to sell the parking garage, our customer service staff in E District made efforts and sweat and made slow achievements.
Department employees are led by a team with insufficient ideological understanding and no passion for work into a team full of hope for the company, the development of the industry and their 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 training in property management, we still need to systematically learn knowledge about property, and further strengthen our service level and communication skills.
Second, the owner's follow-up and feedback on various missing projects are not timely enough;
Third, the timing, methods and methods of collecting property fees are not perfect; The property fee is due, the owner urges payment, and the water and electricity prepayment fee is insufficient.
Four, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.
Five, the customer service work is trivial and complicated, and it is urgent to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.
Future work direction and thinking:
On the basis of doing a good job in charging and daily work, our department will continue to strengthen the training and guidance for employees, further clarify various responsibility systems, strengthen departmental work discipline and service standards, and do all the work in time according to the objectives, budget and work plan.
First, further refine and clarify the scope and content of work of department employees;
Second, strengthen training to ensure that the employees of the department are competent for the corresponding posts and continuously improve the service quality;
Third, strengthen the discipline management of departmental work, so that the work is rigorous and rules-based;
Fourth, strengthen the follow-up of all kinds of information and working conditions to ensure that all information is smooth and accurate.
Five, through the department's daily work arrangement and psychological debugging skills learning, to create a? Exercise at work and grow through exercise? This kind of atmosphere, let the department staff have seed? Nervous but not stressed? A sense of accomplishment that is valued.
Six, actively study the scientific and formal workflow norms, rational use of advanced management software, improve work efficiency.
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 Hunan and Changsha municipal governments on property management and the temporary management regulations of Century City Community, we will provide standardized, fast and effective services to the owners, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for the owners, and enhance the service brand of Century Jinyuan.
;