Property front desk work plan

Property front work plan :

Property management is based on services, and the customer service center is the service window of the entire property company. To this end, the service center will put the service first, adhere to the "people-oriented" service purposes, standardize management, pursue innovation, and sincere service. Continuously improve the value of Jiangnan family property, so that the property can maximize its performance.
Work Ideas:
Emphasize cost control awareness and cost management programs;
Emphasize the effective operation of the team and the service process;
Emphasize the standardization of public services and the personalization of special services;
Emphasizing the humanization of the "people-oriented" service concept and service;
Committed to building a harmonious community with good communication with the owners.
Target setting:
The customer's overall satisfaction rate is not less than 90%;
The comprehensive and timely rate of service is not less than 85%;
Business skills training 100%;
Community
The greening rate is not less than 90%;
The green coverage rate is not less than 60%;
The management fee rate gradually reached 70% in the first phase;
The second-phase charging rate reached 90%;
The daily garbage removal rate is 100%;
MLA:
Based on the review and reflection of the work in 20xx, 20xx will focus on strengthening standard management, coordination and implementation, to improve the efficiency of management services and create a harmonious living environment.
Develop and improve the workbook so that employees can open the manual to operate, such as "management rules and regulations and operating procedures". Make each employee understand the work procedures, familiar with the management program, and achieve the purpose of self-regulation and service industry. We also provide regular training in employees' skills, skills, and service awareness. Through continuous intensive learning, we continuously improve the level of service center staff. Lead a team of employees with strong business and strong service awareness as soon as possible. The employees who work in the service center are strictly checked, and the appraisal and appraisal are carried out on a regular basis, and the unqualified employees are resolutely replaced.
The environmental management of the community is extremely important. How to create a good and comfortable living environment for the business is a problem that we attach great importance to. The past management experience tells us that the responsibility for cleaning work is up to the people, supervision, inspection and training are in place to enrich Give full play to everyone's potential and earnestly do the daily cleaning work. Actively promote environmental awareness and achieve the best environmental sanitation in the community.
According to the current situation of repossession, strengthen the supervision of engineering maintenance, and actively coordinate and cooperate with various departments to complete the task of repossession.
The current situation of low collection rate of property management fees, due to a large number of comprehensive factors, will be communicated with the industry through various channels such as regular community cultural activities, regular home visits and questionnaire surveys, and listen to the opinions of the industry. Accept reasonable requirements and opinions, take effective measures to carry out corresponding rectification, and improve management quality; for exceeding the requirements of management standards, patiently explain to the owners according to the state and relevant regulations, and strengthen policy propaganda on the property management industry to change the inherent The concept of striving for the understanding of the owners, the business owners who refused to pay the management fees after the explanation will be resolved through legal channels, so that the management work can be carried out smoothly.
Strengthen the construction of community culture, establish good communication with the owners, and build a harmonious community.
Assist in the establishment of the owners' committee preparatory group, implement owner autonomy, and jointly manage.

Property front work plan 2:

In 20xx, the key work of our department is to further increase the level of property fee collection, which will increase 4-7 percentage points on the basis of xx years; the departmental management will be basically institutionalized, and the sense of employee responsibility and service will be significantly improved; The owner satisfaction rate has increased significantly from last year.
Continue to strengthen customer service levels and service quality, the owner satisfaction rate reached about 85%.
Further increase the level of property charges to ensure that the rate is around 80%.
Strengthen departmental training to ensure that the customer service staff's business level has improved significantly.
Improve the customer service system and process, and the department basically realizes institutionalized management.
Work closely with the work of various departments to timely and properly handle owners' disputes, opinions and suggestions.
Strengthen the management of cleaning outsourcing, so that there are inspections, assessments, and continuous improvement of service quality.
Looking back at xx years, the work is full of hardships and bumps, but it has gained growth and achievements. Looking forward to next year, we are welcoming opportunities and challenges. To this end, all employees of the customer service department will continue to work together in the next year's work to achieve the department's goals and contribute to the company's development.

Property front work plan three:

The front desk reception is the service window of the customer service department. Keeping the information channels unblocked, supervising the regional management, scheduling and coordinating the work of various departments is the main responsibility of the reception. The receptionist is the first person to display the company's image. The words and deeds represent the company and are the windows that contact the residents of the community.
In the work, I strictly follow the company's requirements, the work clothes are on duty, and the visiting staff are welcome to answer and call the phone with a courtesy attitude, carefully handle the daily affairs, patiently listen to the problems reflected by the owners, the difficulties that need to be solved, and carefully Answer and detailed records, arrange the on-site service at the first time. At the end of each month, the caller records will be summarized. In the first half of the year, there were 68 calls and 130 calls, and the owners effectively complained 2 cases. All the owners' inquiries and calls, we are all satisfied with the reply; the owner's repair problems, through our timely contact, according to the different content of the repairs, actively carry out the work, and strive to solve the problem in the shortest possible time. At the same time, in accordance with the completion of the repairs, timely home visits or telephone calls back. The complaints of the owners have been reported to the relevant departments for coordination and resolution.
Through these ordinary daily work, my work level has been significantly improved, and has been highly praised by the community owners and leaders, and has also shaped the new image of our property owners.

Property front work plan four:

First, consulting services
When you meet a guest or leader, stop working, stand up, and smile.
Ask customer needs, listen to customer questions, and provide customers with the right information based on what they know.
Enthusiastically and patiently guide the way to visit customers, indicating location, floor and walking route.
1. Strictly adhere to the client secret and do not provide internal management information of the property/customer.
2. Maintain proper sitting, standing or walking posture when serving customers. The posture is correct, natural, light walking, stable, and use polite language.
3. When you are on the service, you should see a smile within three meters and listen to your greeting within one meter.
4. When communicating with people, you can't look around and look at each other too long. When you say goodbye or shake hands, you should look at each other.
Second, answer the phone
Answering the phone enquiry and message work, in case of an unknown phone call, politely declined to answer.
When the receptionist receives a message, he or she must accurately record the name, contact number, and other matters of the recipient and forward it to the party in time.
5. The phone ring is ringing within 3 rings. When picking up or hanging up the phone, you should take it lightly. In Mandarin, the voice is clear, the speaking speed in the phone should be slower, and the tone should be soft and soft. When you answer the phone, you should make the other person feel kind, and be in a good state of mind rather than being lazy.
6. When filling in the records, the writing is clear, and the content details of the work content quality requirements
Third, reception service
Warmly welcome company visitors and conference staff to do conference services.
Responsible for the registration of outsiders.
Responsible for the handling of loan supplies.
The salesman is not allowed to "push" the salesperson, and the complete collection of the sales materials is handed over to the foreman.
7. Proactively gesture, graceful posture, and raise your hand to meet the etiquette regulations.
8. Carefully verify the validity of the documents of the external staff and the borrower.
9. Pay attention to the use of polite language in the customer service. Do "three sounds": come to have a voice, ask a voice, walk and send a voice.
10. During the service process, guests must not be rude to the guests and must not ignore the guests. When you have a question, be patient and explain, and you must not argue with the guest. When there is difficulty in handling, it should be reported to the superior in time.
Fourth, copywriting work
Responsible for the printing and copying of the files in the specified area, the accuracy of the verified manuscripts must be carefully checked to ensure that there are no errors.
11. The file printing should be carefully drafted, without typos and missing words, and the punctuation is correct. Carefully re-calibrate the original before submitting the manuscript, and report it with accuracy.
12. Save paper, meet the requirements of file copy control, and make a copy record.
Five, mail sorting
Responsible for the customer's regional mail, newspaper and magazine secondary sorting work, should promptly and carefully send mail, newspapers and periodicals to the hands of customers.
13. Mail should be delivered in a timely manner, and there should be no private deduction, mis-delivery or late detection. Meet the requirements of mail, newspaper sorting, and delivery.

Property front desk work plan five:

Looking back on 20xx, the work is full of hardships and bumps, but it has gained growth and achievements. Looking forward to next year, we are welcoming opportunities and challenges. To this end, all employees of the customer service department will continue to work together in the next year's work to achieve the department's goals and contribute to the company's development.
1. Pay close attention to the internal construction of the team and work discipline.
2. Regular exchange of ideas.
3. Establish a manager's mailbox, accept the suggestions of each employee, and better serve the owner.
4. Improve the management system and formulate operational standards based on work standards.
5. Recruitment and training of personnel.
6. Acceptance of buildings and study and study in the field.
7. Preparation and implementation of the delivery of the house.
8. Management of vacant units and agency sales on behalf of rent.
9. Improve the owner's file.
10. Collection and collection of fees.
11. Deal with the owner's complaints and consultation questions and follow up the work, and establish a return visit system.
12. Organize study and training to improve the work level and service quality of employees.
13. Visit regularly, seek the opinions of the owners, and continuously improve the quality of service.
14. Organize community cultural activities and property association activities.
15. Responsible for all procedures for check-in, house inspection, delivery, and decoration.
16. Sign the property service contract, decoration agreement and other documents.
17. Carry out other paid services according to the owner's request.
18. Supervise and inspect the service quality of each department, and timely rectify unqualified services.
19. Regularly hold service quality assessment meetings of various departments to continuously improve service quality.
20. Other work assigned by the leadership