Annual work summary 1 Time flies. In a blink of an eye, xx years have passed and we will usher in a new xx year. Looking back on the past year, our work has gained and lost, with good and bad results. In order to give full play to our advantages, overcome our shortcomings and do a good job in the future, we summarize our work in the past year as follows:
I. Internal management:
Due to the continuous development of the company, the security team is also increasing. Excellent team is an important guarantee for doing a good job. When recruiting security guards, we always adhere to two principles. First, candidates must have excellent personal qualities, correct quality and good mental outlook. Only in this way can we show the spiritual outlook of our xx property to the society and let more people know about our xx property. Second, resolutely do not recruit people with criminal records to better ensure the quality of our team. Although we pay attention to staffing, we also pay attention to improving quality. In terms of team building, we adhere to the two principles of emphasizing quality internally and image externally, and organize personnel to carry out emergency training many times, such as military posture team training, polite explanation, fire emergency training, emergency plan drills, etc., and constantly strengthen the quality of security personnel through training. To better provide quality services for owners, establish a good self-image and corporate image, and promote the healthy development of our property management company. During the training, we not only exercised the coordination ability among the players, but also exercised the spirit of teamwork, so that the players can master the basic skills as soon as possible and meet the requirements of the company. This year, due to the difficulty in recruiting security personnel, the company leaders adjusted the security salary in time. This major reform has effectively eased the pressure of recruitment difficulties and solved many problems that have long affected the management of security departments, such as serious staff shortage, post shortage, holiday accumulation and so on.
Second, do a good job in the security of the community.
This year, the Security Department continued to do a good job in the daily safety management of residential quarters, strengthened the daily safety inspection and inspection supervision and management of residential quarters, conducted regular safety inspections, and focused on strengthening the management of individual residential quarters with many potential safety hazards. For example, in xx community, there are many foreigners, many vehicles, and the community is large, which is prone to theft. In order to avoid theft, we adjusted our working methods in time. We have implemented a card issuing system for all vehicles entering and leaving the community. No vehicle is allowed to enter or leave the community without a pass. If necessary, you should call the owner and get the owner's consent before entering the community. 2. We have implemented the lock inspection system for electric vehicles. Every electric car entering and leaving the community should check the lock. If the lock is marked by others, it shall be detained immediately and released after verification. Foreigners must register with valid documents (such as ID card and driver's license) when entering the community, which ensures the safety of the community and the normal working and living order of the community owners.
Thanks to our earnest work, in the past year, our security guards * * * caught two criminals who stole electric cars and two criminals who stole building materials on the construction site. One is handled by the criminal police team and the police station respectively. At the same time, we also vigorously develop good deeds. In the past year, our security guard found four mobile phones and a laptop on patrol. Our security guards vigorously carry forward the spirit of finding money and returning things to their original owners, and all of them have been rewarded and commended by the owners and leaders.
Third, cooperate with the company's service center to do a good job of service and guarantee.
This year, the security department actively cooperated with the service center of the company to do a good job of security during the delivery of the company sports meeting, the third phase of xx and the xx community, so as to ensure the normal order of the sports meeting site and during the delivery.
Fourth, improve their own quality and move the owners with practical actions.
Because the security guards shoulder the public security management of the community, it is bound to stop some illegal acts in the community. However, individual owners are extremely ignorant and repeatedly beat and scold our security guards, which has threatened our personal safety. But we always adhere to the company system, do our best to fight back and scold, and explain to the owners many times. Because our security guards always keep a calm attitude to deal with these problems, we have won the support of the majority of owners and further improved our security work.
For the safety of the community, our security guards standing outside are highly responsible. During their on-the-job 12 hours, no matter whether it is cold or hot, windy or rainy, they stick to their jobs and direct vehicles to go in and out. Especially in the cold winter, some security guards are cold and numb, and never leave their posts. This spirit has been praised by the employees and owners of the company, and has also become a part of our community.
Of course, we still have many shortcomings, but I believe that with the care and guidance of leaders, the help and support of colleagues and the efforts and cooperation of teammates, our xx security will be more perfect and mature. The above is the summary of the work of our security office for xx years. Please criticize and correct me without delay.
Residential property annual work summary II. The busy xx year is coming to an end. Looking back on the work of the customer service department in the past year, I was deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the customer service department, the customer service department has gradually matured in the process of discovery, solution and summary, and achieved certain results.
1. Improve the service quality and standardize the front desk service.
Since our department put forward the working policy of "first inquiry responsibility system" in xx, 20xx is a year to fully implement this policy. No matter what problems you encounter in your daily work, you can be responsible for the end without shirking. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to records and statistics, since the beginning of this year, the front desk has received more than 26,000 calls and received more than 0/0300 maintenance, including more than 7,000 daily maintenance by the owner and more than 3,300 maintenance by the company. Telephone calls averaged over 70 times a day, visits averaged over 30 times a day, and return visits averaged over 20 times a day.
While implementing the policy of "first inquiry responsibility system", we trained the front desk in July. Mainly for the front desk service specification, front desk service specification terminology, etiquette, etiquette, etiquette and so on. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of owners.
2. Standardize the service process and make the property management professional.
With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the park, we should strictly check and strengthen inspections, and find illegal operation and transformation in the park. From the perspective of management services, we advised in good faith and stopped it in time, and communicated with the company's legal adviser to formulate corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.
3. Change functions and establish a commission system.
In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time charging staff. Building managers charge part-time jobs only on Saturday and Sunday, which leads to building managers putting inspection first and charging second. As a result, the building manager has no pressure, and it is the same whether he receives more or less, even whether he receives it or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, the reform began, and the building managers were abolished, and full-time toll collectors were set up. The salary was directly linked to the charging rate, and an incentive mechanism was established to dismiss the building managers who did not adapt to the reform. Recruiting full-time toll collectors has been proved to be effective through reform. The first stage rate is increased from 55% to 58%; The second phase increased from 60% to 70%; The third phase increased from 30% to 40%.
4. 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", Tianyuan Property is at your service at any time. The receptionist must stand up and 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.
(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 management company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.
5. Organize activities to enrich community culture.
The most important thing of property management is to embody humanized management and carry out various rich and interesting community cultural activities, which is a bridge between property companies and owners. A few years ago, the property management company also organized a large number of community cultural activities, such as some parties, garden activities, short trips and various chess competitions. It has been recognized by all the owners, but combined with the actual operation of the property, the standard property fee of 0.3 yuan/m2 can't even guarantee the daily management expenses, let alone a considerable amount of money is needed to organize these activities. In this case, we should overcome difficulties, broaden our thinking, think of ways to make rational use of park resources and carry out paid activities.
According to the actual situation, we contacted some electrical appliances city, fitness equipment center, Yinglilai cake shop, preschool education center and other units to engage in activities in the park. These companies offer a complete plan, and park owners are also involved. Dealers not only distribute gifts, property companies also charge a certain fee to make up for the lack of property fees.
Through repeated activities, it embodies the humanized property management of xx community, and at the same time, it also enhances the communication and exchange between the property management company and the owners, and increases the company's income. According to statistics, since March of 20xx, about 13850 yuan has been collected in cash and in kind through activities in the park.
6. Check the water meters not installed in the second phase to recover economic losses.
This year, the customer service department has been cooperating with the engineering department to investigate the households who have not installed water meters in the second phase. According to statistics, about 50 households have not installed water meters or paid water bills since they moved in. We must hurry to install watches and try our best to recover the cost. Moreover, in the process of installation, we found new problems. Many cassette water meters need to be replaced with new batteries. Faced with this situation, our department sent special personnel to be responsible for the screening of these 9 buildings and the collection of water charges. With the cooperation of the engineering department, we have installed 36 water meters and recovered the cost.
7. Implement the new tap water fee standard and adjust the water price in time.
In July this year, the city's tap water prices were uniformly adjusted. There are more than 20xx households in the park, so it is necessary to settle water charges door to door before the end of June, so as to facilitate the steady and excessive increase of water charges in July. In view of this situation. Time is tight and the task is heavy. We adjust the shifts in time, divide the employees into different areas, and all the employees in the customer service department stop working overtime to collect water charges. Through our joint efforts, we did our best to finish this task in less than one month. In July, the water price increased steadily from 2.0 yuan/ton to 2.8 yuan/ton. At the same time, we have basically passed the households who have never collected water charges. * * * About 50 households were found missing, and the recovery cost was about 2454.7 yuan. On this issue, our department has requested that water charges be charged on a monthly basis, instead of quarterly, so as to reduce work mistakes and find out the situation of each household in detail.
8. Take the trouble to do a satisfaction survey at home.
According to the plan, the satisfaction survey began in June of xx +065438+ 10. We asked the toll collector to collect fees and re-registered the owner's contact number, and we will re-enter the owner's contact number into the owner's information. According to statistics, 16 10 has been distributed so far, and 1600 copies have been recovered, with a recovery rate of 62%.
Xx will be a brand-new year. With the continuous improvement of our service quality and the gradual improvement of supporting facilities in the community, xx Property Company will move towards a higher and stronger goal, and all employees in the customer service department will, as always, maintain high work enthusiasm and greet the new year with a fuller mental outlook. * * * Strive to write a brand-new and brilliant page for xxx Property Company!
Xx year work plan of customer service department:
1) Follow up the situation reflected by the owner in the 20xx annual satisfaction survey to improve the 20xx annual charging rate.
2), continue to standardize the workflow, earnestly implement the job responsibilities of each position.
3) Implement the basic code of conduct for employees' hospitality and improve the quality and service level of employees.
4) According to the company's requirements, conduct professional quality and professional knowledge training for all employees of customer service department in 20xx years, and conduct timely assessment.
5) Continue to implement the current property fee collection mechanism and constantly improve it in practical work.
6) Complete the maintenance of xx balcony.
The residential property has been in annual work summary for three years, and the Spring Festival is coming soon. In the next xx years, with the care and enthusiastic help of company leaders and colleagues, I successfully completed the corresponding work of reception at the front desk. Now, let's sum up our work in 20xx.
1. Basic contents of front desk work
The work at the front desk is a post that requires patience and responsibility, and a warm and positive working attitude is very important. 165438+xx year 10 month, started to be the front desk, knowing that the front desk was the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiry patiently and make corresponding answers as much as possible.
2. Experiences and lessons from the front desk work
Before working in xx enterprise, although I had experience in reception at the front desk, I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved and the service concept needs to be further deepened. At work, I learned how to communicate better and how to be pragmatic and enterprising.
3. The next step of the front desk work plan
Based on my love for the reception work at the front desk, I will strictly demand that I not only abide by the relevant work system of the company, but also treat my work positively and practically. Strive to improve the quality of work and enhance the sense of responsibility and dedication. I will further and better show my advantages, overcome my shortcomings, foster strengths and avoid weaknesses. Unite the company and colleagues to create better work performance for the company!
Residential property annual work summary 4 I. Completion of daily work target management:
(a) Housing management
In order to do this work well, we have established a sound housing management file, formulated a housing management system, formulated a detailed management plan, and sent people to check it regularly.
(2) Management of public facilities and equipment
In order to ensure the normal life of residents in the community, we have formulated a perfect management and maintenance plan and emergency plan for public facilities and equipment, so that daily inspections are registered and minor repairs are recorded.
(3) Greening management
(4) Environmental sanitation management
(v) Community safety work
In order to provide a safe and comfortable living environment for the owners, we pay close attention to the public security and fire control work in the community, regularly conduct on-the-job training and assessment for security personnel, formulate strict on-the-job assessment standards, adhere to morning exercises and meetings every day, improve the physical quality and daily work management of employees, and strictly implement the working procedures and patrol inspection system.
Second, the key work completed this year
(1) Familiar with the construction of various facilities and equipment in the community;
(2) according to the actual situation of the community, complete the work plan and put forward reasonable suggestions; After getting familiar with the various situations of the community, various management schemes are completed according to the actual situation of the community, such as vehicle management scheme, public security management scheme, decoration management scheme and so on. , including 9 items, put forward the rationalization proposal of 1 1, which was adopted by the developer, that is, the setting of milk boxes.
(3) do a good job in the early training of security guards;
(4) Cooperate with the sales work of the developer;
In order to cooperate with the sales work of the developer, I arranged a special person to cooperate with the sales work in the sales department in the early stage, patiently answered customers' questions about property management, and made two xxxx billboards to promote the company's property management services, which achieved certain results. In addition to sending special personnel to cooperate with the sales department, all employees also gave up holidays to cooperate with the sales work during the "Eleventh" Sales Golden Week.
(5) Make preparations for the owner's occupancy and successfully complete the handover;
In order to welcome the owner to move in and successfully complete the handover work, with the guidance and help of the company, we have done a lot of preparatory work, sorted out and prepared a lot of check-in materials and necessary documents. Such as occupancy notice, preliminary property management agreement, etc. * * * 12. Based on the principle of convenience for the owner and service first, our office has formulated the process and post of check-in procedures in combination with the actual situation of the community, and set up the owner's check-in notice, check-in procedure flow chart, decoration notice and decoration procedure flow chart, so that the owner can see at a glance when handling various procedures.
(2) Strengthening service management and improving service quality;
(2) Do a good job in maintenance services.
In order to do a good job in the maintenance of houses and related facilities, we worked closely with developers, construction teams and manufacturers to determine the maintenance procedures and methods, and successfully completed the goal of no legacy maintenance before the year. This year, * * received 157 maintenance complaints, completed 152, and completed 13 1 piece in time, with a completion rate of 96.8% and a timely rate of 83.4%.
(3) Strengthen the management of residential decoration.
Decoration management of residential quarters is an important part of early property management, which involves the service life and safety of properties and the integrity and beauty of residential quarters. We have done a lot of work in this regard, and formulated detailed management systems according to the actual situation and management requirements of residential quarters, such as decoration instructions and roof garden management regulations. , and adhere to the daily inspection of decoration households, make records, solve problems in time, and adhere to the principle. Last year, * * * handled 32 cases of illegal construction, and these cases have been rectified.
Good work suggestions and management suggestions from the owner are our working principles.
(three) efforts to improve the management level, improve the quality of property management;
The comprehensive quality of managers is closely related to the quality and level of property management services.
(2) Establish and improve scientific management methods by using advanced management methods;
(four) do a good job in external coordination and management;
Three. Existing problems and lessons
Although we made some achievements in our work last year, there are still many places that need to be improved and strengthened. First, the overall quality of managers is not high, the sense of service is not strong, all aspects are not considered comprehensively, and the practical ability needs to be improved; Second, there is not enough communication and understanding with the owners.
Residential property annual work summary 5. Improve the completion of property service projects and work. It has been nearly a year and a half since the turn-key of xx Community, and the community management has gradually entered the formal management stage. All property service projects and community construction are constantly improving step by step, and the staff of all departments cooperate with each other in their work to continuously improve and complete all the work of property service.
Mainly in the following aspects:
1, community security work-security community security
Safety work plays an important role in community management. In order to provide a safe and comfortable living environment for the owners, we first pay attention to the public security management of the community and regularly conduct on-the-job training for public security personnel. Strictly implement working procedures, patrol inspection and patrol system. Security personnel are required to check carefully, perform their duties in a civilized manner, be polite and disciplined, and do their jobs well.
There are 16 security guards in our community, including 1 team leader, 3 garage administrators, 2 central controllers, 3 security monitor and 6 security guards. Five security guards are guaranteed to be on duty in each shift, and the security guards are trained in professional knowledge of property management and related positions every week to improve their comprehensive quality and establish a good company image.
2, health management-cleaning
In order to improve the cleaning work of the community, strict cleaning procedures have been formulated, each floor is cleaned every day, the decoration garbage is bagged, piled up at fixed points, and centralized transportation management is adopted to ensure the cleanliness and beauty of the community.
6 cleaning staff, cleaning squad leader 1 person, 4 internal guards, and external guards 1 person. Provide professional skills training for cleaning staff every week to master work skills, save time and improve work efficiency and quality. Conduct irregular and irregular spot checks on internal security work, and clean up in time if it is found that it does not meet the daily hygiene standards, and implement a strict reward and punishment system; Foreign security personnel are required to clean up the garbage in the park in the morning, noon and evening, and all kinds of garbage are found to be cleaned in time. Strengthen the daily work management, so as to achieve the goal of cleanliness, improve their service awareness and company philosophy.
3. Public facilities and equipment management-daily maintenance
Engineering maintenance is one of the main work contents of property management in the stage of property right management. In order to ensure the normal life of the owner, our management office strengthens the management of the engineering maintenance department, and requires the engineers to rush to the scene as soon as possible after receiving the information about the owner's repair application from the front desk, properly solve the related problems, and feed back the maintenance results to the front desk.
During February of 20xx, due to the failure of the underground water pump, the water meters on the 4th and 5th floors of Building 1 turned loudly, and the water level in the high area was low, so the water could not be used normally, which directly affected the normal life of the owners. After receiving the repair report, the front desk will send a work order to the engineering maintenance master, find out the fault point in the shortest time, and contact the general contractor, namely Dongfang Jian 'an Company, to cooperate. After many repairs, the matter was solved and won the unanimous praise of the owners.
In April of 20xx, the weather became hotter and hotter, and more and more users used air conditioners, and the electricity consumption also increased accordingly, resulting in the loss of all switches in the owner's home. The owner proposed to solve it as soon as possible to avoid unnecessary losses. After careful inspection of the line by the electrician and the relevant staff of the power supply bureau, it was found that the reason for the power outage was the insufficient load capacity of the main switch in the basement of the residential area. As this matter involves replacing the total distribution capacity, it is still being solved.
4. Greening management
In order to create a beautiful living environment for the owners, strictly implement the greening management measures, actively cooperate with the supervision, construction and maintenance work of the greening company, timely issue rectification notices and rationalization suggestions for the problems in the construction and maintenance of the greening company, and urge them to rectify.
The green area of our community is relatively limited, and the types and quantities of green plants are limited. In March, the leaders of the company found some problems during the acceptance of greening, such as: the joints of the fountain pool wall were not well polished, the survival rate of trees was low, the planting of sisal in the community was unreasonable, the road surface was not well polished, and the imitation wood floor was unqualified. For these problems in the construction, our management office issued a rectification notice to the greening company in time, suggesting that they solve them in a short time. So far, these problems have been basically solved, which has met the requirements of community greening and created a good living environment for owners.