No matter who you used to be, you will become a member of the property management company after joining us, where you have an excellent opportunity to reinvent yourself. What you have learned is not only working knowledge, but also the truth of being a man. At that time, you will be pleasantly surprised to find that "elegant temperament and graceful demeanor" is no longer synonymous with actors and stars, and perhaps it has been more vividly expressed in you. Remember, your words and deeds represent the external image of the company, a measure of your moral level and education level, and a business card for you to step into a modern civilized society.
Work hard! You are sure to succeed!
Second, your morality.
Service industry is the window of social civilization, and the basic requirement for employees is to abide by social morality. Without social ethics, it is impossible to abide by professional ethics, because the image of an enterprise is confirmed by society. The formation of corporate image depends on the hard work and enthusiastic service of all employees, and the social benefits brought by this service are gradually established in people's hearts. Without social morality, there is no professional ethics; How to provide good service without professional ethics?
Social morality: ※:
1, respect the old and love the young
Step 2 respect each other
Step 3 be polite to others
Step 4 give and take
5. Civilized behavior
6. Keep your promise
7. Help others.
8. Observe order
9. Take care of public property
Professional ethics:
1, dedicated and disciplined.
2, initiative and enthusiasm, the owner first
3. Be patient, considerate and respectful.
4. Be diligent and eager to learn, and make continuous progress.
5. Be lenient with others and be strict with yourself.
6. Distinguish between public and private, and be thrifty.
7. Respect and cooperate with each other
Third, your achievements.
People often regard politeness as a symbol of the degree of civilization of a country and a nation. For individuals, it is a standard to measure moral standards and education. The etiquette, politeness and politeness of service personnel, like silent language, explain the grade, level and service level of an enterprise. Excellent service attitude and standardized behavior are the key to the success of enterprise management.
Etiquette: People greet each other in daily life, especially in communication occasions, give greetings, wishes and condolences, and give necessary help and care. ※.
1. Greeting ceremony: a kind of etiquette for people to greet each other when they meet. It includes first meeting greetings, timely greetings, greetings to different types of guests and holiday greetings.
2. Address ceremony: the address used when dealing with guests in daily service. It includes general customary address and postal address.
3. Response ceremony: refers to the etiquette when talking with guests.
A, when answering the guest's questions, be sure to stand up, stand well, and don't rely on anything else. Speak in a gentle and patient tone, look at each other and listen attentively to show respect for the guests.
B, when dealing with service problems for guests, the tone should be tactful. If the guest's request and some questions are beyond his authority, he should ask for instructions from his superiors and relevant departments in time, and it is forbidden to say some negative words.
4. Welcome ceremony: refers to the etiquette when the waiter welcomes the guests.
5. Operation etiquette: refers to the etiquette in daily work.
6. Don't talk loudly or hum a tune at work, and keep a quiet environment in the workplace.
7. Knock before entering the office. When knocking, be careful not to knock hard or knock again for a long time. Tap rhythmically. Gently once. If there is no answer, wait a moment, then tap twice, and then gently open the door after approval.
8. Handshake: It is the most common etiquette in people's communication. When shaking hands, step away from the recipient, lean forward, stand at attention with your feet, extend your right hand, put your fingers together, open your thumb upward, shake hands with the recipient, and let go after the ceremony. Pay attention to the following questions when shaking hands:
A, shake hands with guests, we must first reach out and then we reach out and shake hands with them.
B, when shaking hands with male guests, the hand is slightly tight; and
Female guests should shake hands gently.
C. When shaking hands, keep your eyes on the other person's eyes, nose and mouth, smile, say some greetings and congratulations, and don't look at the third person when shaking hands.
D, don't cross hands just because there are many guests and acquaintances, which saves trouble. If you make mistakes occasionally, you should shake hands again.
E, and meet for the first time the lady, miss, generally do not shake hands, but bow, bow.
F, if the hand is sick, you can declare to the other party and ask him to forgive. No handshake.
9. Politeness: Generally speaking, it is the courtesy between subordinates and superiors or between younger generations and elders and friends who meet for the first time. When bowing, you must first take off your hat and grasp the center of the front brim of the hat with your right hand (if you take things with your right hand, you can use your left hand); If you wear a hat, you should take off the front of the roof caving center. When your hands are down, stand at attention and look at the recipient. Your upper body leans forward about 15 degrees, then you have to return to your original posture, salute the person on the left, and then you have to take off your hat with your right hand. If you salute the person on the right, take off your hat with your left hand. When a superior or elder returns a gift, he can nod or extend his right hand at the same time without bowing.
10, raise your hand and pay attention to the ceremony: it is the etiquette of soldiers (security guards). Soldiers can bow and salute indoors, but they must raise their hands and stand at attention outdoors. When performing this ceremony, you should raise your right hand, keep your fingers straight and flush, put your middle finger and forefinger on the right side of the brim, palm slightly outward, your right upper arm is shoulder height, stand at attention, and keep your eyes on the recipient. After the recipient replies, he can put his hand down after the ceremony.
1 1. greetings: nodding is a courtesy among peers or peers.
Politeness: refers to the quality and ability of interpersonal communication. ※
1. Pay attention to gfd
Step 2 be generous and decent
Speak politely and don't do anything more polite.
4. Give priority to women and children
keep an appointment
Respect others
7. graceful movements
A gesture of "please": when expressing the meanings of "please come in", "please sit down" and "please go first", if the indicated direction is on the right, you should bend your right arm, lift your forearm forward, put your fingers together naturally, take your elbow as the axis, put your forearm open in front of you, with your wrist flush with your belt, your palm up at 45 degrees, and your fingers pointing to the right. At the same time, the upper body also moves 4 to 5 cm to the right. When the body moves, the chest and face turn to the left to face the guests and say "please" to the guests with a smile. The direction to be indicated is on the left and vice versa.
B. Gesture indicating the direction to the guest: If the indicated direction is in the left front, the five fingers of the left hand should be close together (otherwise the indicated direction will be scattered), with the elbow joint as the fulcrum, the left arm should be raised to point in the direction to be indicated, and the arm should be raised at the same time. After the hand is positioned, the eyes should turn to the guest and tell him where to look. When the guest sees it, the right hand can naturally be put down. If the direction you are pointing to is on the right, and vice versa.
C, the posture of taking things from a lower place: When taking things from a lower place or picking up things on the ground, it is unsightly to bend over, especially when female employees wear skirts. The standard rest state should be: feet slightly apart in front and back, standing next to what you want to take or take, kneeling down, landing on one knee, and holding things with your hands at the same time. Don't bend over, don't bow your head, keep your upper body always, and look dignified and generous.
D. The posture of pulling the chair to give up the seat: move the chair back about 10 cm with both hands, and say "Please sit down" to the guest with a smile. After the guest carries, gently reset the chair in time. Pay attention to the coordination of hands and feet. Never touch a guest's leg or drag a chair on the floor.
E, the posture of answering the guest's inquiry: There are two situations: one is when the guest is sitting, standing with his heels together, the included angle between his feet is 45 or 60, his feet are upright, his body center of gravity is in the middle of his feet, his right hand holds the fingers of his left hand, his grip is moderate, his hands intersect the vertical line of the button, put them in front of his abdomen, lean forward about 65,438+00, listen and answer the guest with a smile. The other is that guests should stand up straight, shoulder level, abdomen in, and lean forward slightly to show humility. Other essentials are the same as before.
8. Handle R>9 correctly. Respect your boss and colleagues:
A. Smile when you meet your boss or colleagues on various occasions, and take the initiative to say hello; If it is inconvenient to disturb, you can use gestures or nod your head.
B. When meeting with senior leaders, you should slow down, make way for the outside and nod your head.
Don't introduce your guests, acquaintances or friends to your boss at will.
D, criticized by the boss, should not explain the argument in public, such as its criticism is wrong, can come down to tell; Don't blame or refute the negligence or impropriety of your boss in public.
E. Knock on the door before entering the office or guest room, and enter after answering; When knocking at the door, usually tap the middle joint of the index finger and middle finger of the right hand three times, and then push the door to get permission.
When you meet the boss, you must get permission to go. Generally speaking, you should call first and arrange the time and place to meet. If the boss is in a meeting, be sure to contact him through the waiter or secretary, and never rush in.
G, enter the boss's office, you must get permission to sit down, the boss don't sit down, don't sit down casually, don't flip indoor items, scanning files, etc.
When senior leaders visit the office or ask questions, people sitting there should stand up to show respect.
10, pay attention when taking the elevator:
A, according to the first-in first-out order;
B, standing in the elevator facing the elevator door;
C. Smoking and frolicking are prohibited in the elevator;
D, press the elevator, only touch it once, don't press the button continuously, and don't touch the button directly by hand;
E. When you meet a guest going upstairs and downstairs, you should take the initiative to say hello and press the elevator for him. Guests can't leave until the elevator door is closed.
F. You can't wear sunglasses in the elevator. A man should take off his hat and put it on his left arm with the brim down.
G. When waiting for the elevator, if the elevator is full or running in the opposite direction to yours, wait patiently and don't complain.
1 1, pay attention when eating:
You shouldn't put your hands in your pockets when you enter a restaurant.
B.don't put the lady's handbag on the dining table.
C, when eating, don't stand up to get food.
D, speak softly at the dinner table, use gestures as little as possible to avoid collision with other guests or tableware.
E, try not to talk when there is food in your mouth, and wait until the food is swallowed, so as to avoid food gushing out and affecting others' eating.
F, don't open your mouth to chew, lest others see a mouthful of food.
G, tea, water or eat noodles, soup, porridge and other foods, should not make a sound.
H generally, you should take the dishes clockwise at the buffet, and it is better to take the dishes once more. It is most impolite to leave it on the plate after eating.
Gfd: It refers to people's appearance and looks. Paying attention to gfd is a respect for others and society, a display of one's mental state and civilization, and also a service staff's love for work and enthusiasm for guests. ※.
1, clothes should be neat, hair should be trimmed neatly, don't comb weird hair styles, and don't dye weird hair colors.
2. Keep your nails clean, trim them regularly, and don't leave long nails.
3. Make sure to wear uniform tools during work or on the job site; Clothes should be neat and straight, collars and cuffs should be free of stains and wrinkles, and buttons should be buckled; Shirts are impervious, mainly white, and generally have a hard collar. The sleeves and hem are not as long as the coat. If the coat is a suit, the cuffs of the shirt should be one inch longer than the coat, and the bottom should be placed in the pants, and the underwear should not be exposed. Tie the bow tie and wear it properly, subject to the big arrow hanging down to the belt buckle; It is not advisable to put too many pens in your pocket and too many things in your trouser pocket. Put a clean handkerchief or paper towel and comb in your pocket; Leather shoes should be polished, dust-free and stain-free; The colors should be uniform.
4. Don't do some unsightly actions in front of people, such as picking your teeth, gargling, yawning, sneezing at people, stretching, picking your nose, pulling your ears, combing your hair, making up your makeup, manicure, pressing your knuckles, biting your fingers, shaking your legs, shaking your feet, playing with your tongue, chewing gum, fixing your hair with hairpins, snapping your fingers, itching, twisting your hair with your fingers, etc.
5, the tone and body odor should be fresh, but the perfume should not be too strong; Don't eat garlic, onions and other foods with bad smell before going to work.
6, men's attention: pants buckles must not be arranged outdoors or in public places, especially in front of ladies; Don't cover the ears with the length of both sides of the hair, and don't cover the collar with the length of the back; Don't grow a beard, shave every day; Smoking is not allowed in public places without the consent of others.
7. Ladies' attention: the hair length should not be over the shoulder, the hairstyle is simple, only one hair accessory is used, and dark color is appropriate; Wear light makeup, but not heavy makeup; Do not apply or apply colorless transparent nail polish; The basic requirements of light makeup are to set off the most beautiful part of the face, cover up the defective part, strive to be natural and show the natural beauty of youth; Don't wear other jewelry except plain earrings and wedding rings; Skirts should reach the knees; Only flesh-colored stockings can be worn, socks can not be damaged, and socks can not be exposed; Never put on makeup in public.
Manner: refers to the attitude and manner that people show in communication activities. The most popular service person is not the most beautiful person, but the most polite person. ※. Therefore, every employee is required to stand, sit, sit, behave dignified and steady, and be natural and graceful.
1. Standing necessities:
First, the chest, abdomen and neck.
B, stand up straight, eyes straight, mouth slightly closed, smiling.
C shoulders naturally droop or cross in front of him, and his right hand is placed on his left hand to maintain the best service to the guests.
D. When a woman stands, her feet are V-shaped, her knees are tight and her heels are tight.
E. When a person stands, his feet are shoulder-width apart.
F, to prevent the center of gravity to the left or right when standing.
G. When standing, don't cross your hands at your waist or hold them on your chest.
H, the body can't stagger when standing; When you are tired of standing, you can step back half a step, but your upper body must be upright, and you can't extend your feet too far forward or backward.
2, sitting essentials:
A. Sit up gently, with your upper body upright, your center of gravity vertically downward, your waist upright, your spine straight up, your chest straight forward, your shoulders relaxed and flat, and your torso, neck, hips, legs and feet forward.
B, hands naturally on your knees, knees together.
C, eyes looking up, smiling.
D, when sitting, don't sit full of chairs (the service staff should sit two-thirds of the chairs), but don't sit on the side.
E, don't sit in a chair, leaning forward and leaning back, swinging your legs and sticking your feet.
F, don't put your feet across the chair or sofa armrest, or on the coffee table.
G, don't put your hands on your chest in front of your boss or guests, don't cross your legs, don't shake your legs, don't sit on your back.
3. Walking essentials:
A, hold your head up, chest up and abdomen in, eyes straight, body straight, shoulders flat, arms naturally drooping and swinging, legs straight (avoid O-shaped or splayed legs).
B, the woman takes a word step (two feet follow a line without striding).
C. When people walk, their feet follow two lines, but the closer the two lines are, the better, and the steps can be slightly larger. The horizontal distance of the ground is about 3 cm; Every step, the distance between the two feet is one step with the left foot, and the heel is just the length from the tip of the right foot to the toe (depending on the height of the body).
D don't shake your head, whistle, eat snacks, look around, put your hands in your pockets or snap your fingers when you walk; Don't hold hands with others, walk back and forth. Don't run or jump unless there is an emergency.
E. When you have to pass the guests because of work needs, you should apologize politely and say "I'm sorry".
F. When walking, men should not twist their waists and women should not shake their arms.
G, try to stay to the right, don't go in the middle.
H when you meet your boss and guests, you should nod your head as a gift.
First, when you walk to the door with your boss and guests, you should take the initiative to open the door and let them go first. You can't beat yourself.
J. When getting on and off the elevator with the boss and guests, you should take the initiative to open the door and let them get on or off first.
K, guide the guests, so that the guests and the boss are on their right; Guests are in the front when going upstairs and in the back when going downstairs.
L, three people walk together, with the guest of honor in the middle.
M, let the ladies walk on the sidewalk inside, which will make them feel safe.
Telephone answering service
When it comes to telephone service, people naturally think of switchboard service. In fact, the switchboard service is only a small part of the telephone answering service, and a lot of telephone answering is done by employees in various positions. We contact all kinds of people on the phone every day, which is several times or even ten times that of face-to-face contact. In this sense, telephone service is as important as face-to-face service.
The basic principle of telephone answering service: to satisfy the caller to the greatest extent, and not to cause losses and harm to the company. ※.
※ Standard language for telephone answering:
1. Greetings: such as "Hello", "Good morning", "Good afternoon", "Good evening", "Happy holidays", "Happy New Year" and "Merry Christmas".
2. Inquiry statement: When asking the caller, the tone must be modest, polite and friendly, and the tone should be cordial. Try to use standard language.
For example, "May I have your name, sir?"
"May I know your name and company name?"
"Excuse me, what can I do for you?"
"Please wait a moment, and I'll tell the manager to take your call."
"I have recorded your instructions. Can I repeat it to you now? "
"I'm sorry, the manager is not in now. Shall I leave him a message? "
"Excuse me, could you leave your phone number and address?"
3. Answer sentences: When answering questions, be grateful in sentences and tone, because others can call to trust your company. Let people feel your smile and sincerity when answering questions. Don't flatly refuse others at any time, even if it is difficult to meet the requirements, you can only politely refuse. Common reply languages are as follows:
For example, "it's my pleasure to serve you."
"Thank you, please give more valuable advice."
"Please rest assured that I will definitely convey your opinion to the boss."
"Ok, we will do as you ask."
"Please don't mention it. This is what I should do. "
4. Apologize statement:
When you make mistakes or mistakes in your work, you must sincerely apologize and try your best to save the company image.
For example, "I'm really sorry, we accidentally bumped into your belongings." Please forgive me.
"I'm sorry to have kept you waiting."
"I'm sorry, we didn't explain to you clearly, there was a misunderstanding. Please forgive me. "
A. When the other party's requirements can't be met or the other party can't fully understand the company's regulations, you should apologize first and then explain the reasons, and ask the other party to understand and cooperate.
For example, "Sorry, we haven't started this service yet. If you have this requirement, you can ask the manager on duty and we will try our best to solve it for you. "
"I'm sorry, the general manager is not in now. Do you need to leave him a message? "
"Sorry to bother you."
"I'm sorry, I didn't catch that. Would you please repeat that? "
5. Statement of thanks:
Thank you for calling.
"Thank you for your valuable advice. We will definitely study and improve our work. "
"Thank you for reminding me."
"Thank you for your concern."
Basic procedures of telephone answering service: ※:
Matters needing attention in telephone answering service ※
1. Use the address correctly;
2. Use honorifics correctly;
3. Pay special attention to the pronunciation of homophones and misleading words;
4. Don't say common sayings and incomprehensible professional language;
5. The language should be concise, clear and clear, and don't drag your feet;
6. No matter whether the other person is a stranger or an acquaintance, use humorous language as little as possible to avoid misunderstanding;
7. Try to identify the identity, name, work unit and telephone number of the other party without losing courtesy;
8. If the other party really doesn't want to reveal his identity, don't be rude or blame the other party;
9. Avoid the following impolite phenomena:
A. rude. If you don't say your name, I won't connect you. "Tell me something" and so on.
B. Arrogance, for example, "He is busy and he is not available now", "I don't know", "No" and "I told you to call again tomorrow".
C. weak and irresponsible. For example, "I don't know if he is here" and ask "Where did he go?" Answer: "I don't know" and ask: "Can I call back later?" A: "Whatever".
D. impatience means grabbing words without waiting for the other person to finish, and talking too much and too fast at one breath.
E. arbitrary, that is, constantly interrupting others' narrative or hanging up before the other party finishes.
F. indecisive and slow to act. Is that the answer to the question is unclear, hesitant and uncertain.
G. impatient or hurtful, rude and blunt. Speak up, what did you say? I can't hear you. "Call again after work tomorrow."
Transfer the call of a guest or boss.
1. When transferring calls, be sure to ask the name and company of the other party. Remember to confirm the message content repeatedly.
2. When transferring calls for guests or bosses, be sure to wait until the two sides have finished talking, and then gently put down the receiver.
3. If there is no response after several transfers, say to the other party every time, "Sorry, please wait a moment."
4. Don't hang up before asking for instructions without knowing the origin and intention of the other party.
Answer calls from guests or bosses during the meeting.
1. First explain to the other party that the guest or boss is in a meeting and politely ask the other party if they need to leave a message.
2. If you leave a message, you should make a record according to the requirements of the telephone memo.
If the other party insists on talking, write down your basic information, ask the other party to wait for a moment, and then write the information on a note and send it to the guest or boss for instructions.
When answering the phone, the receiver was receiving visitors.
1. First of all, you should explain to the other party, ask if you need to leave a message, or persuade them to call back later.
2. In case of emergency, ask the other party to wait a moment and try to contact the guest or boss for instructions.
If the person answering the phone is attending an important meeting, he should apologize politely and persuade the other person to call later.
The boss or colleague answers the phone after going out.
1. Explain the general whereabouts of the boss or colleagues,
2. Explain the approximate return time.
3. Ask the other party if they need someone to answer the phone or leave a message.
4. If you receive a phone call from someone in the office and the boss is not in, you should avoid answering "No" or "I haven't seen you" or "I will go to work in the future", but answer "He/she is temporarily out of the office, what can I do for you?" Wait a minute.
Answer the phone when the receiver is attending the party.
1. First extract the phone content.
2. Call the banquet waiter.
3. Banquet attendants should do the following:
A. persuade the other party to call back later.
B. Ask the other party to wait, and then whisper to the receiver that there is a call, indicating the direction of the call.
C. If it is not convenient to convey information, the name and company of the other party shall be written on the note and submitted to the receiver under appropriate circumstances.
Main services of property management
1. Staff training
Step 2 take over the property
3. Building delivery
4. Lack of follow-up
5. Maintenance
6. Security measures
7. Immigration control
8. Fire fighting
9. Financial control
10. Building cleaning
1 1. Insurance affairs
12. Complaint handling
13. Integrated services
14. Periodic reports
15. External communication
16. Emergency
17. File management
18. Regulations
Property management service
Service tenet: entrusted by the developer/owner, responsible for the daily management of the property and improving the quality and value of the property.
Rent management: handle all relevant matters in the lease on behalf of the developer/owner, including: collecting rent, issuing rent bills, daily maintenance of the unit, negotiating rates with the government or other matters, and issuing specific documents and notices to tenants according to laws and regulations.
Security service: responsible for the management of all security systems and security combinations to ensure the safety of users.
Building insurance: arrange fixed insurance for buildings to protect the interests of the property itself and developers/owners.
Regular maintenance: responsible for the daily maintenance of the property, ensuring the normal operation of all facilities, so as to reduce the wear and tear of the property and its facilities and prolong its life.
Cleanliness: provide users with a clean and comfortable environment.
Basic concepts of property management
The so-called property management means that the manager, entrusted by the property owner, exercises the right to manage the property in accordance with national laws and standards, uses modern management science and advanced maintenance technology to manage the maintenance, repair and operation of the property (including the environment around the property) by economic means, and provides various services for users, so as to maximize the use value and economic benefits of the property.
Characteristics of property management
Socialization of management functions: Apart from the maintenance of houses and mechanical and electrical equipment, other contents of property management bear certain social functions in different degrees and in different ways, such as security, fire fighting, cleaning, greening, picking up and dropping off children, paging and so on.
Standardization of property management forms: this is the symbol of property management. The so-called standardization of property management has two meanings. The first meaning refers to the establishment of a management company, which must be established in accordance with the policies and regulations of the state and government agencies and operate legally; The second layer means that the management operation procedures of the management company must be standardized, such as the takeover of property, the management of property rights and the conclusion of public contracts must be carried out in accordance with relevant state regulations.
Specialization of property management agencies (contractors): apart from the professional services provided by property management companies, security companies, cleaning companies and greening companies are all professional companies. These professional companies have specialized organizations, professional personnel and specialized management tools and equipment.
Commercialization of property management process means that every business and every process of property management is valuable. Of course, the goal of property management business is to protect the capital and make small profits, not to pursue high profits.
Contractualization of property management relationship: the meaning of contractualization is to stipulate the rights and obligations of service providers through economic contracts and public contracts, and to clarify service items, including economic benefits.
Explanation of basic terms of property management
Property: all kinds of valuable and useful ancillary facilities and related venues.
Attribute type:
1. Residential buildings, complex buildings and office buildings;
2. The whole residential property;
3. Tourist hotels, factories, warehouses, schools, hospitals, etc.
Management manager: refers to an enterprise or organization engaged in property management.
The purpose of property management:
1. Improve the property value,
2. Maintain good maintenance and will not be damaged due to disrepair, and try to raise the rental net value of investment properties to a higher level.
3. Establish effective management and reduce costs as much as possible.
4. Ensure good contact and communication with customers, tenants, small business owners, developers, management committees and the government.
5. Ensure excellent and uninterrupted service management.
Mutual Covenant (management convention and occupancy convention): the code of conduct that owners, tenants and management companies abide by together. Sign a public building management contract (maintenance contract). The main contents of the public contract:
1. Determine the building management organization;
2. Determine the legal liability of the signatory;
3. Determine the responsibilities of the management company;
4. Determine the owner's rights and interests;
5. Determine the obligations and responsibilities of the owner.
The relationship between property management and property development;
1. Property management is the continuation and follow-up service of property development.
2. Professional property management will provide practical professional advice on the prophase equipment and building materials for property development, so as to facilitate the use of the property.
3. As an intermediary, property management reflects the property situation to developers and tenants systematically and fairly, and balances the contradictions between them.
4. Professional property management can actively cooperate with the work of renting and selling.
Major public * * * areas:
1. Building entrance and exit
2. sidewalks
Step 3 approach
4. Elevator Hall
5. Floor lobby
6. Green area
7. Private driveway
8. Bicycle parking place
9. Public vehicle parking and loading and unloading areas
10. Elevator room
1 1. Public toilets
12. Set up other places or areas for owners and users.