Work plan of property cleaning supervisor 1 social service is everyone's responsibility. Under the leadership of the school, our class actively organizes community service labor.
First, the theme of the event: voluntary service, dedication, pursuit of Excellence, showing elegance.
Second, the name of the event: Entering the community-community cleaning depends on everyone.
III. Time and place of activity: March 16, 2: 00 pm, Teacher Village 3.
Fourth, the activity process:
1. Pre-preparation: gather personnel and prepare materials.
2. Arrangement of the day of the activity: Divide into several groups according to the needs, and be responsible for various tasks respectively.
Verb (abbreviation of verb) specific content of the activity:
1. Go out and obey the command of the big army.
2. During the activity, students give full play to the spirit of contributing to the community, and remove cigarette butts, plastic bags, pieces of paper, etc. On the roads in residential areas, we should focus on cleaning up the sanitary corners with more garbage accumulation and difficulties in cleaning up, such as the edge of green space and the entrance of buildings.
3. Students can also prune, replant and afforest, and comprehensively clean up colored garbage.
4. Sprinkle some water properly after sweeping to improve the level of environmental sanitation.
Property cleaning supervisor 2 1 work plan. Establish online communication channels for customer service centers.
Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.
Second, establish a customer service platform.
(1) Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or voluntarily exercise the supervision function of logistics services.
(2) Establish a quality inspection system. Change the internal quality audit of the property to cross-internal audit of each center (this work can also be exercised by the human resources department).
(3) Do a good job in customer service and front desk service.
1. Customer reception. Do a good job in customer reception and coordination of problem reflection.
2. Service and information transmission. Including vertical-from the customer to the head office, horizontal-implementation of information transmission and exchange between properties, between customer service centers and various centers, between customer service centers and relevant departments in schools, as well as other information consultation.
3. Follow-up and return visit of related logistics services.
4.24-hour service telephone.
(four) to coordinate the handling of customer complaints.
(5) Do a good job in customer reception day activities and actively collect and handle customer opinions.
(6) Establish customer files. Including family area, teaching area and student community.
(seven) do a good job in the suggestion box, blackboard newspaper and blackboard newspaper, warm tips and other service exchanges.
Third, continue to do a good job in iso quality inspection management, office work and customer service of the property management center, and continue to maintain customer service effectively with the energy center.
Four. Institution building
(A) the establishment of logistics company customer service center.
At present, the customer service department belongs to the energy center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our school to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.
(2) Having at least two staff members.
To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, college students come and go. The establishment of human resources is not less than two people, and the staff has a bachelor's degree, which is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing another, and is conducive to gradually establishing norms and improving customer service.
Verb (short for verb) Budget.
In previous years, the general office expenses of customer service department were paid by the property management center, and the larger expenses such as blackboard newspaper were paid by the power department.
Several main tasks in the first year and 20xx of the third part of the work plan of the property cleaning supervisor:
1, do a good job in building the overall quality of the cleaning team and strengthen the ideological education of employees. Let every employee know that "the company is my home", "we are all a whole" and "the honor and disgrace of cleaning is the honor and disgrace of all of us". Pay close attention to employees' service consciousness, establish "owner first, service first", let every employee put himself in the shoes of the residents in the service-"think what the residents think and worry about the owners", and let the owners feel the warmth of home after they are satisfied. At the same time, we also pay attention to learning some professional skills and knowledge, because only by continuous learning and continuous progress can we strive for development. Make every employee always get up the courage and maintain the most vigorous fighting spirit.
2. Further implement various rules and regulations. Strictly regulate the daily work and code of conduct of each employee with relevant rules and regulations, so that each employee can realize his own shortcomings and actively seek improvement and enterprising.
3. Pay close attention to the instrument, appearance and image construction of cleaning staff, and pay close attention to the etiquette and courtesy management of employees. According to the requirements of the company, the gfd of employees should always be checked when dressing, so that the cleaning team can dress neatly, be polite, be full of energy and serve with a smile. According to the actual situation of each post, according to the working ability and specialty of each employee, plan the location, draw lines, divide areas, assign personnel, set posts and locate positions, so that everyone has something to do and everyone is responsible. According to the situation of the divided responsibility area, check every day, point out and correct the problems immediately when found, and always keep the area clean and tidy. Satisfy residents and leaders.
4, pay attention to the regular and irregular inspection of superiors. This year, the leaders have made many inspections with strict requirements and high standards. We attach great importance to this situation, organize manpower and material resources in time to ensure every inspection and satisfy the owners. There were no major problems after several inspections. Maintained the company's image.
We pay special attention to the relationship with the owners. Knowing that a good relationship with the owner is the basis of our work, which is convenient for us to work. Communicate with the owner frequently, solicit opinions from the owner, and enhance feelings. For the problems raised, timely rectification.
6. Unite every employee with your own affinity, influence every employee with your own image power, be able to blend in with the cleaning staff, be strict with them, care about them in life, be considerate of them, help them in time if they have difficulties, and solve their worries. Let them put down their burdens, go into battle lightly and concentrate on their work wholeheartedly.
7. Be able to make weekly and monthly plans in time. Make the work planned, purposeful, orderly and without omission.
8, gradually standardize the management of cleaning products in and out of the warehouse, pay close attention to energy saving and consumption reduction. In order to respond to the company's call for energy saving and consumption reduction, we adopted according to our actual situation. Every cleaner should turn off the lights when people don't use water, turn off the tap in time, start with small things, get a new mop broom, tie things up first, nail the mop firmly, maintain it carefully, extend the service life of the equipment as much as possible, use it carefully and never reuse it. When applying for cleaning products every month, please purchase according to the plan, and never take more, so as to save money for the company.
9. Strictly follow the cleaning management procedures, cleaning standards and the company's inspection and evaluation criteria to implement the work inspection system, including self-inspection, mutual inspection, supervisor inspection, spot check and other inspection systems, so that rewards and punishments are clear. Adhere to the daily inspection of all posts, effectively stop all kinds of violations, and supervise the cleaning work on site. Implement various conference systems.
Second, the existing problems:
1, the mastery of professional skills is not comprehensive enough. With the emergence of high-tech materials, we can't completely clean the methods of cleaning knowledge, leaving hidden dangers for possible mistakes in future work. We will continue to learn in our future work and strive to enrich our knowledge, paving the way for the smooth development of our future work.
2. All kinds of records are irregular and incomplete. The professional level of various system records is insufficient and imperfect, there is no professional record form, and the records are not neat and beautiful.
Third, the rectification measures:
In view of the above shortcomings, in the coming year, I will focus on the study and training of professional skills and knowledge, strengthen the service standards of all employees, make our services develop outward better, adapt to various needs, satisfy owners and guests, and cultivate a cleaning team with strong professional performance, warm and thoughtful service and ability to fight hard battles, so as to repay the company's training for us and make our big family prosper and grow.
I am a property cleaning supervisor and have been engaged in this industry for some time. Looking back on 20xx, with the guidance and help of the owner, I worked hard to achieve the goal of satisfying the owner and providing quality service for the owner. With the concerted efforts of all the staff, Qi Xin successfully completed the cleaning tasks of xx. Especially on holidays, the flow of people is large, and the original cleaning staff is not enough. The company transfers personnel from other positions to ensure that every consumer who comes to xx can spend his time in a clean, tidy, hygienic and beautiful environment. And has been recognized by superior leaders and owners. The work of the past year is now reported as follows:
First, do a good job in the overall quality construction of the cleaning team, strengthen the professional ethics education of employees, make every employee realize that "customers are God", and it is our mission to provide quality cleaning services for customers. Educate employees to establish a strong service consciousness of "owner first, service first". We take the initiative to care about employees' thoughts, help them solve practical problems in life and work, let them establish a sense of the overall situation, overcome difficulties, love their posts and work hard, better stabilize the staff and ensure attendance.
Two, to further improve the rules and regulations of the clean-up work. We have worked out hygiene standards, job responsibilities, post allocation system, attendance system, daily checklist, monthly owner's opinion form, etc. And formulated rules to strictly regulate the daily work behavior of each employee.
Third, pay close attention to conservation and environmental protection. In response to the call of national energy conservation and environmental protection, we always pay attention to material consumption management and energy conservation and consumption reduction in cleaning work. First of all, pay attention to procurement to ensure the safety of owners and upcoming consumers. Secondly, strict material consumption quota management, quota distribution, reasonable rationing, and saving and reducing consumption on the premise of ensuring needs. The third is to take care of the public property of the film capital. Always check and clean up the facilities in the cinema, report for repair in time when problems are found, and strive to ensure the normal operation of the facilities. Fourth, try to think of the owner, and ask every cleaning staff to turn off the lights when people leave and turn off the faucet in time when water is not used.
Fourth, strengthen security. Pay attention to the prevention of safety accidents and the education and training of consciousness in the work. Often organize staff meetings to emphasize safety work, pay attention to fire prevention and theft prevention, and organize training and assessment of fire safety knowledge, so that each employee's awareness of preventing and eliminating hidden dangers of accidents is further improved.
Looking back on the work in the past year, although we have completed the task of providing cleaning services for owners, the requirements of social development for our service industry are constantly improving, and there are still many shortcomings in our work. In the new year, we must pay attention to improvement.
Looking forward to the new year, we are determined to do a better job in cleaning service, be down-to-earth and work hard in view of our own shortcomings. With better service quality, we strive to provide first-class service guarantee for the owners.
1, adhere to the "owner first, service first". Through study, education and strict management, the concept of "customer is God" is deeply rooted in people's hearts.
2. Strengthen team building. The stability and quality of cleaning staff are directly related to the quality of cleaning service. In the new year, team building should be the top priority. First of all, we must ensure the recruitment of personnel, and strive to select people with stable thinking, dedication, hard work and strong sense of service to posts.
3. Further strengthen system construction. Further revise and improve the existing rules and regulations. Establish a systematic performance appraisal mechanism to cultivate employees' consciousness and self-discipline. Refine, quantify and standardize all work standards. Let every employee be familiar with what he should and should not do. Unify the behavior of employees with standards and norms to ensure the quality of cleaning service and satisfy the owners.
Under the guidance and strong support of the company leaders, according to the company's work requirements, in line with the property service tenet of "your satisfaction is our eternal pursuit", the company management philosophy of "people-oriented, customer first, honesty first, quality first", taking "improving the level, creating benefits and building brands" as the company's development goal, and through the joint efforts of all employees in the department, "service" Summarize the experience and lessons, find out the shortcomings, and lay a good foundation for the work of 20xx.
I. Personnel management
After the night shift of cleaning, employees' mood fluctuates and it is very difficult to carry out their work. Therefore, under the premise of not affecting the quality of work, we should communicate with employees in various ways to stabilize their emotions. According to the work requirements of each post, we should rationally allocate personnel, assess the workload, strengthen the characteristics and requirements of actual operation, and adjust the shift and duty time, so as to basically meet the requirements of cleaning operation without increasing the number of personnel. At present, there are X employees, and this year * * * has X resignations and transfers, of which X was transferred to the reservoir area and X resigned.
Second, training.
Train new cleaning staff in different positions in cleaning theory and practical operation, so that cleaning staff can master cleaning knowledge and meet the requirements of office cleaning.
On the premise of training cleaning staff in cleaning manual, combined with the actual situation in the work, the following training is focused on: classification and use of cleaning agents, cleaning procedures, cleaning stainless steel ornaments, cleaning furniture, cleaning ashtrays, cleaning wallpaper, cleaning and maintenance of elevators, and handling rust.
We have strengthened the training of staff assessment system, excellence and standards implementation, and established the sense of responsibility of staff. At present, employees have been able to work hard and complete according to the prescribed standards, but they still need supervision and management in observing work discipline, behavior and other details. The next step is to strengthen this kind of training and make it a habit.
After continuous training and running-in, the cleaning staff has adapted to the existing management methods and workflow, and the staff is basically stable.
Third, the cleaning work mode
Under the guidance of the leaders of the group company, "unmanned cleaning" and "natural cleaning" have achieved good results.
On the basis of the original day shift, it is divided into two shifts, and the main cleaning work is carried out at night shift. In order to ensure the sanitary quality while implementing "unmanned cleaning", the frequency of cleaning inspection has been strengthened. With the existing staffing of 7f- 16f, a cleaner can basically solve health problems at any time within 30 minutes. However, during the rush hour 1 16f, it often happens that the cleaning staff 1 hour can't enter the men's bathroom, which leads to the dirty toilet.
In the aspect of "natural color cleaning", the cleaning frequency has been strengthened, from the original fixed planned cleaning to cleaning at any time. When dirt is found, it should be cleaned immediately to restore the original natural color, which has achieved good results, but the cleaning cost has increased. In recent years, due to the construction of the second floor and municipal roads, the overall environment is dusty. Although cleaning has been strengthened, the overall sanitary condition has not met the requirements, and the cleaning cost has increased. After the construction, it will be thoroughly cleaned to meet the hygiene standards.
In order to ensure that the elevator carpet hygiene meets the standard requirements, vacuum every 20 minutes.
Fourth, the completion of the clean-up work
(1) Complete the establishment of cleaning staff and timely correction of working mode.
(2) Complete the daily sanitary maintenance of the public areas of the building.
(3) Complete the land reclamation of the newly settled floor.
(4) Complete the stone crystal hardening treatment and carpet maintenance of the building.
(5) Complete the removal of construction waste.
(6) Finish the second cleaning of the external wall of the building.
(7) Complete the peripheral ground scouring work.
(8) Clean the B 1 parking lot twice a month. (Not responsible for daily cleaning)
(9) Complete special cleaning service. Secondary crystal surface treatment of stone floor in reservoir area and cleaning of carpet, bedside and sofa. Clean the carpet on the third floor.
(10) Finish waxing and maintenance of wood every quarter.
Verb (abbreviation of verb) greening work
/kloc-There were about X green plants bought in the building in October and October, and the office and lobby grew in general. In other places, due to insufficient sunshine and humidity, especially poor ventilation, there are many green plants and pests. Most of the plants in the elevator hall die, and some barely survive but have no ornamental value. Efforts should be made to overcome unfavorable factors during maintenance, so as to change soil every two seasons, increase nutrients, kill insects in time and focus on maintenance for a certain period of time. Xx coconuts successfully bred two. It is suggested that outsourcing should be considered for indoor greening in 20xx to ensure the ornamental of plants.
Working face of intransitive verbs
1. Continue to carry out "Year of Safety" activities and safety inspections. Around the annual safety goal, deepen the investigation and management of hidden dangers, carry out safety risk management education and training, and improve employees' safety risk awareness and post safety skills.
2. Strengthen the training of front-line cleaning staff to improve the overall quality of the workforce. Improve employee on-the-job training, introduce the content of on-the-job training, and focus on training, which will be implemented by the person in charge. Do a good job in the training standards and assessment records of each cleaning area to ensure that the work of each cleaning area is implemented according to the planned high standards.
3. Pay attention to environmental sanitation, improve the sanitary quality of each cleaning area, and ensure that the company's environmental sanitation is an advanced health unit in the province.
4. Continue to carry out the "three savings" activities, starting with saving a drop of cleaning agent and using less garbage bags, so as to turn off the lights when people walk, and turn off the water pipes in time when they are used up. At ordinary times, pay attention to maintaining various cleaning tools, facilities and equipment, and report for repair in time when problems are found, so as not to cause the company's energy waste due to human reasons.
5, strengthen the assessment, do a good job in appraisal. Strive to further improve the assessment from the height of dedication to service and striving for first-class. Based on high quality, high starting point, high standards and strict requirements, focusing on regular inspection and evaluation, we strive to avoid doing well and doing poorly. Implement the evaluation first to promote the poor, reward the excellent and punish the poor, and implement the last elimination system for each team evaluation.
Finally, I hope our company can go further and longer, gain the trust of more owners, attract more useful talents, develop stronger and better, and let every company employee and community owner live and work in a beautiful, clean, safe and tasteful environment.
Work plan of property cleaning supervisor. Improve various management systems and form a supporting assessment and supervision mechanism.
In 20xx, we will revise and improve various management systems and establish a systematic performance appraisal mechanism on the original basis. Change the passive state of "people manage people" in the past, cultivate employees' self-discipline awareness and self-discipline, so as to move towards a benign track of "systems manage people and systems restrain people". Further strengthen the management of people and refine and quantify the working standards, so that on the one hand, it is convenient for operators to be familiar with what they should do and to what extent; On the other hand, it facilitates the assessment and supervision of managers and reduces personal subjective factors. Adhering to the policy of "fixing people, posts, time, standards and tasks" in the work, taking effective measures for specific work, strengthening the management of operators and optimizing the personnel structure are more conducive to the future work.
Second, the first question responsibility system is implemented.
The implementation of the first question responsibility system requires employees of this department to master more information, such as all aspects of hotels and office buildings, daily habits of important leaders, etc. , as well as the flexibility of employees to handle things and the ability to solve customer service needs. Our department will collect information extensively, strengthen training and study, and expand our knowledge in order to better serve the owners. Starting from 20xx 1 month, the first inquiry responsibility system will be officially implemented, and the department will make great efforts on the problems complained by the owners, and implement the principle of "whoever is in charge is responsible", check the problems to the end, never overstock, do a good job in file management and deal with the problems. Constantly accumulate work experience and raise our service level to a new height.
Third, establish a "floor inspection-free system", give full play to the backbone role of employees, and let the foreman have more time and energy to focus on management and employee training.
In order to deepen employees' understanding of property cleaning work and strengthen their sense of responsibility, the property cleaning department will sign a floor inspection-free agreement with key floor employees in 20xx, so that employees can check and correct their work during the foreman's vacation, participate in management and take charge of shift work, which fully embodies their own values and the trust of the department, and makes employees more enthusiastic about their work. This move will reduce the workload of the foreman's rounds, have more time and energy to focus on the management and training of employees, and really play the role of grass-roots managers.
Fourth, continue to cooperate with the office party Committee to provide more convenient and efficient services for the internal document delivery of the office building.
At present, the documents, letters and newspapers in the office building are delivered by our department in cooperation with the party Committee office, but the service content is limited to opening the door. According to the advantages of our department, in order to make this business more convenient and quick and meet the needs of the owners, our department will cooperate with the office of the party Committee of the office building to set up an agency at the front desk to carry out this communication work for the owners.
Five, the establishment of engineering maintenance files, tracking the maintenance situation in the region.
Starting from 20xx, the department will establish engineering maintenance files and record some special maintenance items, so as to track and understand the regional maintenance situation in time, so as to ensure the integrity of facilities and equipment in the region more effectively and better understand the operation of facilities and equipment in the region for a period of time. Fundamentally solving the problems left over by the project that has hindered the development of the department for a long time will also greatly enhance the owner's recognition of our management.
Sixth, cultivate employees' observation ability, provide personalized services and build service brands.
With the development of hotels and groups, the business philosophy and service concept in the industry are constantly updated, and the expectations of owners are also rising. It is not enough to satisfy the host, but also to make the host unforgettable. This requires providing personalized services on the basis of standardized services. Hotel service pays attention to "thinking what guests think and being anxious about what guests are anxious about". Service personnel should pay attention to observation, guess the guest's psychology, and provide service as soon as possible when the guest has not said his requirements, as long as he wants to sleep, as we often say. Imagine the unforgettable service of the owner?
The department will focus on training employees how to provide personalized services according to the living habits of group leaders. In daily work, by encouraging training, collecting and sorting, standardizing the system and rewarding training, it will become the conscious action of employees and promote the improvement of overall service quality.
1. Encourage training: The department will train waiters who have excellent work performance and are praised by group leaders, so as to raise their service awareness and quality to a higher level and strive for first-class service based on their posts.
2. Collection and collation: Department managers strengthen on-site management in their daily work, look for typical examples of personalized services from front-line services, collect and collate them, and summarize them into files.
3. System standardization: the typical cases sorted out will be popularized and constantly supplemented and improved in practice, thus forming systematic and standardized data as a standard for measuring service quality and realizing the transition from fuzzy management to quantitative management.
4. Training reward: The sorted materials can be used as training materials, so that new employees can understand the work requirements and learning objectives from the beginning, and the old employees can find the gaps to make up for the deficiencies and improve their understanding through comparison. For employees who have made outstanding achievements in their work, the department will commend and reward them in various forms, so that employees can form a good atmosphere of scrambling and making contributions.