Property management annual work summary essay

At the end of XX, our company won the bid for the xxxx Rural Commercial Bank Co., Ltd. Head Office Complex Building Property Management Project through public bidding. On January 15th, xxx, our company dispatched the assistant manager xxx with 15 security guards and 2 elevator drivers. In the early stage, the property business of the rural commercial bank was involved, mainly providing safety precautions and elevator driving for the construction site of the rural commercial building. At the beginning of May xxx, the company officially took over the property management services of the xxxx Rural Commercial Building, and the property service office with xxx as the project manager officially began operations. In the past year, under the care and guidance of the company's leaders, the Xxxx Rural Commercial Property Service Department has established and improved various regulations of the Service Department under the “Property Service Contract” under the strong support of the owner's party xxxx Agricultural Commercial Co., Ltd. and the logistics management center. The system, focusing on internal management, striving to provide good property services, all work in an orderly manner, and the property service work has achieved steady progress. The work of xxx is summarized as follows:
First, strengthen training, improve service awareness, make overall arrangements, and actively improve customer service quality
1. Strengthen the customer service manager's business training and achieve “first training, then post”. The company has arranged four customer service managers in the previous recruitment to the Suzhou headquarters, and conducted pre-job training on the 15th, so that the customer service administrators have a basic understanding of the basic knowledge of property services, established a sense of service, and learned certain conference services and banquet services. Skills, with initial business basic skills. After being assigned to the service office, the service department took the time to conduct on-site secondary training for the customer service manager in addition to the intense preliminary work, and strengthened the targeted training for conference services and banquet services. After the club took over in November, the financial club staff were arranged in batches to conduct an internship at the xxxx hotel room department to improve the service skills of the club staff.
2. For the customer service administrators, most of them have not engaged in the status quo of property services. The service department has strengthened the training and guidance of customer service awareness. Through the formal meetings, on-site explanations, case analysis and other forms, the customer service administrators can improve the property service work. Recognize and establish a sense of "friendly service, happy service".
3, xxxx rural commercial property customer service involves front desk reception, conference services, banquet services, club services, etc., the content is more mixed, the bank leadership requirements are higher. The service department has carried out a segmentation of the customer service work, and implemented it to the people. At the same time, the staff is uniformly configured and coordinated to improve work efficiency. Each customer service work is arranged to be responsible for the person. For important customer service work, special preparation meetings will be held to coordinate the work of various departments, and strive to ensure effective project support, safe activity, on-site service and clean activity.
4. For the reception at the front desk, the customer service staff must be “standing service and smiling service” when visiting the reception. After verifying with the respondent, please fill in the “reservation list” and register before entering the floor. At the same time, we cooperated with the insurance to strengthen the screening and verification of the visiting personnel. We repeatedly discouraged the salesmen and the undressed people from entering the floor.
5. In terms of conference services, the conference room will be inspected daily to ensure that the facilities and equipment are used normally, and problems such as engineering and sanitation are found to be promptly notified to relevant departments. Before the meeting, according to the requirements of the owner, prepare the fruit and tea, debug the sound microphone, adjust the air conditioner to the proper temperature, and prepare the venue. During the important meeting, the customer service staff will be greeted at the entrance of the floor and the entrance of the conference room. In the meeting, we will do a good job in adding tea and changing ashtrays. After the meeting, turn off the lighting and air conditioning, clean up the meeting room, clean the cups, etc., and do a good job in the aftermath. A total of conference services were provided throughout the year.
6. In terms of banquet services, the bank regularly conducts banquet activities according to the needs of the work. According to the requirements of the owner, the service department will arrange the corresponding personnel to provide services according to the number of banquet tables and specifications, and prepare for the banquet; during the banquet, provide thoughtful on-site service, and pay attention to the pertinence of the service according to the leadership preferences. A total of banquets are provided throughout the year.
After taking over the financial clubhouse in November and November, the service staff of the three clubs entered the state quickly. According to the different service targets and the requirements of the owners, with the assistance of other staff of the customer service department, they actively provided services such as ktv, chess room, and guest rooms. Received praise from the owners and guests. The number of clubs served was provided throughout the year.
8, pay attention to customer service personnel management. Daily inspection of the customer service manager's appearance, post image, and work completion, timely understanding of the customer service staff's job status, and finding and correcting the customer service administrator's behavior that does not meet the job requirements.
9. Establish a warehouse management system, clarify that special personnel are responsible for the purchase of materials, and strengthen the management of all kinds of materials in storage and use. Strictly save, use the idle bed frame as a shelf, and repair and reuse some cleaning equipment. All kinds of materials in the warehouse are placed neatly, and records are recorded in the warehouse and outbound. Meeting materials, cleaning supplies, office supplies, and clubhouse items are kept by special personnel. Some office items and cleaning supplies are replaced with old ones, which effectively controls the loss of materials.
10. Clearly collect and classify and archive all kinds of documents in the service department. Regularly check the quality records and form forms of the department, and the records are in line with the company's quality record management requirements.
11. Actively assist the bank to successfully complete the large-scale event service work. In May, the bank conducted a “new building check-in and donation ceremony to the Sichuan earthquake-stricken area”; in October, the bank held the “Chongyang Festival Tea Party” and the “College Student Compliance Culture Exchange”; in November, the “Employee Representative Conference” was held, and the bank in December The large-scale silver enterprise "New Year symposium" activities, in which the service department of the service department provided pre-conference preparation, ceremonial reception, tea service in the meeting, after-meeting after-meeting services.
Second, lay a solid foundation, comprehensive management, strengthen training supervision, and conscientiously do a good job in security prevention.
1. Establish and improve various rules and regulations of the department. According to the requirements of the company's "Safety Work Manual" and related files, the service department "Unified Rules for Security Personnel" and various duties and responsibilities, various job procedures, "Safety Operation Management Regulations" and other relevant rules and regulations have been prepared and are in the work. The security guard was trained and the security officer was required to follow the instructions.
2, pay attention to the preservation of the backbone team building. In the work, support and help the squad leader, in the business training and guidance of the squad leader, in time for the squad leader to apply for the squad leader to take the exam, improve the squad leader's income, and stabilize the backbone team. The maintenance of the squad leader's business training was organized many times throughout the year to improve the squad leader's ability to manage the class. In daily work, the maintenance squad leader is supervised and inspected, and the squad leader is required to lead the whole class to strictly implement the daily work, criticize and deal with the squad leader of the individual work omission, and adjust the squad leader who has a general ability to work and has a poor lead role.
3. Check the working status of the security guard on a daily basis. The service department, department, and team level inspections are carried out. The inspection results of the squad leader are recorded through the "Zhagang Record" and the "Preservation Instrumentation Checklist". The image of the post has been corrected many times and the job responsibilities have not been fulfilled. Criticize and educate the security personnel on violations of discipline and discipline, and deduct the points in violation of the company's "assessment management regulations".
4. Standardize the daily maintenance process, prepare the work flow for the daily work of the maintenance personnel to transfer the shift, report the situation, change the post, transfer the shift, check the elevator, replace the elevator carpet, lift the flag, etc. Sexual and basic work, standardizing internal management order.
5. Formulate monthly training plans for the department and strengthen the training of the business ability of the security personnel. At the end of each month, we will do a good job in the next month's maintenance training program, and strengthen the basic knowledge of security, physical fitness, fire protection theory and practice, and property management. Training and education in service awareness, laws and regulations, and emergency handling plans. Conducted business assessments many times, learned about the training effect, improved the training methods, and strengthened the training of the ability to be adequately trained through regular lectures, practical exercises, job guidance, and pre-class meetings. The training effect is confirmed by written examination, oral inquiry, and practical examination.
6. Strengthened vehicle management. When preparing the work procedures for peripheral posts, it focused on refining the aspects of vehicle inspection. In the management of the building car garage, bicycle garage and peripheral yard vehicles, the guidelines for parking, vehicle inspection and timely recording, posting reminders, etc. were adopted, and the vehicles within the building were managed daily, and the vehicle was found to be in an abnormal manner in time. deal with. Pay attention to the timeliness of vehicle inspection, and find out the immediate treatment in time to avoid the problem of finding the owner and then finding the owner.
7. Do a good job in the supervision of property facilities, conduct daily inspections of the building, timely discover the damage of the property facilities and form a written report to the Engineering Department of the Service Department or the Bank Property Management Department. For the timely detection and treatment of damaged building facilities and equipment, in November, the bank employees' vehicles were found to have damaged the stone on the south side of the basement and properly handled according to relevant plans. At the same time, it has strengthened the education guidance for the security guards to protect public property, and criticized and educated individual security guards who do not care for public property.
8. Pay attention to the inspection of the safety equipment and facilities, and find out the abnormal situation of the processing equipment in time. For the problems left over from the previous construction, if the camera with the PTZ can not adjust the angle freely, the floor fire equipment is not connected with the monitoring fire linkage device, and the third-party communication system is not installed in the elevator, forming a written work contact report to the bank to manage the property. The work department handled, and some problems were rectified; the entire responsible person was inspected for the monitoring room facilities and equipment every shift, and it was found that the monitoring could not be properly recorded, and the fire alarm cabinet false alarms and other abnormalities were dealt with in time. Try to achieve an effective combination of "human defense" and "technical defense."
9. Strengthened the education and publicity of law-abiding and law-abiding, and strengthened the training of relevant laws and regulations and company rules and regulations for the protection personnel from the provinces, experienced complexities, low cultural standards, and different ideological and moral qualities. The contents are the Law of the People's Republic of China on Public Security Administration Punishment, the Regulations of the People's Republic of China on Road Traffic Safety, and the "Prohibition of the Ministry of Public Security on the Work of Preservation". At the same time, they have also trained the "Regulations on the Management of Preservation Assessment" and the Service Department. 》, Staff Code, etc. Strengthen the supervision of night work labor discipline, check the post at night no less than 4 times a year, and find that the individual team members are in a state of lack of energy and correct it on the spot.
10. Strengthen the ideological and political education of the security guards, stating that the company has a good development space, requires the security staff to work hard, actively learn, and comprehensively improve their own quality. At the same time, the security guards do their job well and actively do good things for the bank and for the customers. In the whole year, a number of “Danghong Cards” issued by xxxx Rural Commercial Bank were collected and returned to the owner through the Bank of Cards of the Rural Commercial Bank. The dormitory management was strengthened, and the “Dorm Management Regulations” were formulated. The monthly cleaning of the staff was arranged and checked. Created a good rest environment for the players.
11. According to the quality management requirements, the quality record is filled in for the maintenance squad leader, monitoring post and peripheral posts, and the quality record of the preservation is filled. Focused on the inspection of departmental quality records, and strengthened the management of form collection and archive filing.
12. Hold regular meetings and special work meetings for all departments, form a normal meeting system, and communicate effectively with the maintenance squad leader and related personnel. Timely understanding of the state of preservation thinking, resolving and eliminating the contradiction between individual players.
13. Actively cooperate with other departments to do relevant service work. In the whole year, we cooperated with the customer service department to conduct conference and banquet services. We mainly provide related security guarantees and banquet tables, and dishes. We cooperate with the cleaning department to clean the ceiling surface of the hall. And the dust removal on the surface of the outdoor glass hall in the domestic market. Strong support for the work of other departments of the service.
Third, standard management, active service, pay attention to inspections, and timely and effectively do the daily services of the project.
1. The company attaches great importance to the rural commercial bank project. As early as March, the construction of the building is still in progress, that is, the company will dispatch the company's engineering strength to the scene. Several engineering personnel at the construction site overcame the difficult environment of the construction site and the poor accommodation conditions. The construction projects such as renovation, water and electricity installation, plumbing installation and fire monitoring construction were effectively followed up. In the early stage of the project, understand the performance, use and maintenance skills of the relevant facilities and equipment, and collect relevant drawings, equipment manuals, contact information of the person in charge of the construction unit, etc., and establish equipment files.
2. After entering the station, the engineering department under the unified deployment of the service department, timely compiled the quality control files of the engineering department, and established a more standardized department management system. Part of the management system on the wall. Pay attention to the filling and finishing of the quality records, and the quality records of the department can be classified and archived in time.
3. The internal communication meeting of the Engineering Department was held several times, requiring employees to establish service awareness, actively researching business skills, and providing good engineering support for the building. Pay attention to communication with employees, keep abreast of the dynamics of employees' thinking, and individual employees have thoughts and burdens due to problems such as salary and treatment, and communicate in a timely manner. Criticize and educate employees who have violated disciplines, and resolutely deal with the disciplinary employees in accordance with the company system, deducting one employee for the whole year and dismissing one of the disciplinary employees.
4. Strengthen the input inspection of the city's power supply, conduct daily inspections, and make relevant records in time to maintain the normal use of electricity and safety of the building. Daily copying of electricity meters and water meters, weekly summary report to the service office.
5, daily inspection of building facilities and equipment, found problems in a timely record, reported to the service department to the owners to propose rectification opinions many times, a total of 27 copies of the "work contact list" written in the year, some important issues, such as buildings above 20th floor The fire protection facilities on the floor did not cooperate with the fire control room, and the problem of the failure of the sewage pump of the basement was positively responded by the owners.
6. Participated in the joint meeting of the service office with the original logistics management center and Zhejiang Kaiyuan Installation Company for many times, negotiated and communicated the remaining problems of the building's hydropower installation, and tracked and verified the rectification of the construction unit according to the resolution of the meeting. For example, cooperate with the original construction unit Zhejiang Kaiyuan Installation Company to repair the lighting facilities of the public area of ​​the building, and cooperate with Zhejiang Kaiyuan to repair the sewage pump of the basement.
7. According to the needs of the owner's conference room, assist the customer service department to adjust the sound control equipment of the relevant conference room. Provide good conference engineering guarantee for large-scale conferences and large-scale events held by rural commercial banks. At the same time, actively assist other departments to do the service work, such as assisting the customer service department to prepare for the banquet service several times, mainly to dismantle, install the table, and carry the stool. Assisting the cleaning department in cleaning the outdoor ceiling surface of the hall and dusting the surface of the outdoor glass hall in the domestic market.
8, pay attention to the maintenance of related equipment, contact the elevator maintenance unit monthly maintenance maintenance elevator 3 times; every half month to the building diesel generator set for small maintenance 1 time, such as battery plug inspection, add antifreeze, etc. The diesel generator set is comprehensively maintained twice.
9, the whole year received a notice of power outage 7 times, a sudden power outage 4 times, each time can accurately complete the switching operation task to ensure that the building power supply is normal.
10. The repair of small parts and equipment damaged in the building was repeated several times, paying attention to the timeliness of maintenance. In the case of manpower arrangement, it was timely arrived after receiving the repair and was confirmed by the owner.
Fourth, pay attention to details, optimize processes, strengthen supervision, and conscientiously do a good job in building sanitation.
1. In view of the fact that the cleaning staff is over-aged, the cultural level is low, and the business quality is not strong, the staff training is strengthened, and the actual training and proper use of various detergents are the main training contents. The cleaning inspection standard was established, checked daily, and confirmed by the inspected cleaning staff.
2. In the early stage of land reclamation, the “Bings of the Corps” was implemented, the schedule was formulated, the strength was concentrated, and the workload of the project was completed daily. After entering the normal management period, the floors are stratified, and the cleaning staff is required to perform their duties according to the assigned floor operations. In the work practice, timely optimize the optimization of the operation process, such as changing the floor garbage to the first floor garbage trucks for each floor, and placing the garbage on each floor, and the designated cleaning staff will deliver the goods.
3. Standardize the cleaning, dressing, etiquette of the cleaning staff. Strengthen the supervision of cleaning work, conduct daily inspections, timely discover and correct the irregular dressing of individual cleaning staff, and the courtesy of courtesy is not in place.
4. Communicate with the cleaning staff in time, conduct daily work instructions for the cleaning staff through the daily meeting of the cleaning staff before the meeting, and communicate on the floor during the inspection. If a few local cleaning staff want the company to pay social security, etc. Timely feedback to the company and resolved.
5. Strengthen the cleaning of important parts and key areas. For the important positions such as conference rooms, leading offices, and amount clubs, we will place a strong sense of responsibility for the cleaners. Regularly clean the corners of the basement pipeline and the corners of the basement warehouse. In view of the dust on the outer wall of the building, the company is requested to arrange for the cleaning team to flush the outer wall of the canteen of the farmer's building, the building podium and the outer wall of the third floor of the main building. The effect is obvious and has been well received by the bank leaders.
6. Pay attention to the discipline inspection of cleaning work, conduct daily supervision and management of the cleaning service on the cleaning staff, and criticize and educate the cleaning staff who are not in the details department. Criticize individual cleaners who work negatively and violate the Service Staff Code. Criticize and educate individual cleaning staff to bring out the building waste.
7. Strengthen the management of the use of cleaning materials, establish a management and storage account for cleaning materials, ensure the use of sanitary materials, control the use of consumables, and save the use of cleaning materials.
5. Adhere to the hygiene, safety, and patterns and tastes. The banquet service and employees should pay equal attention to the dining room.
1. Canteen management is a new topic of property service. The service department has no ready-made experience to learn from. After taking over, after the management of the bank canteen management staff, the service department constantly adjusted management ideas to meet customer needs as the starting point, and constantly explored the canteen management mode, the canteen service has won the praise of customers.
2. The purchase of canteens is arranged by the bank. Our office is responsible for staff management and food preparation in the cafeteria. We communicate with the canteen buyers and require them to purchase food safely and hygienicly. The whole process of purchase, storage, cooking and sales is in a controlled state to ensure that no food poisoning or other accidents occur.
3. The canteen serves the employees of the Rural Commercial Bank and some of the foreign guests. The income of the clients is high, and the requirements for food patterns and tastes are high. I have paid attention to the diversification and palatability of foods from the selection of chefs and the purchase of raw materials. . In the selection of the chef, the chefs who failed the trial period were adjusted, and the two chefs failed to turn positive. In terms of food taste, procurement personnel are required to step up checks and purchase fresh and seasonal vegetables. Bank employees are currently more acquainted with the food supply in the cafeteria.
4. Due to the needs of the bank, the bank often needs to entertain guests. The service department actively carried out the banquet service work. In addition to the high requirements for food production, it attached great importance to the service at the banquet site and successfully completed the task of the rural commercial bank leaders for the banquet.
5. Do a good job in the management of canteen staff. There are 3 chefs in the canteen, 5 kitchen workers and 1 manager. I often carry out ideological education and business guidance for canteen staff. A chef takes a long vacation for physical reasons, does the ideological work of other chefs, and keeps the staff of the canteen stable.
6, do a good job in the health of the canteen, in addition to daily cleansing of the canteen, often cleaned, the canteen health is better.
6. Problems with internal management and property services
1. In terms of staff management, since the beginning of this year, there have been a large number of employees at the operational level and management personnel, especially the security guards. The annual turnover rate has reached more than 300%, and three customer service managers have resigned. The main reason for the loss of staff is 1), the property service as a transition period in the career, failed to establish a sense of identity with the property service work. 2), dissatisfied with the company's welfare treatment, and other development. 3), the business quality is poor, violation of discipline and discipline, after criticism and education, after handling, lost confidence in the company's development. 4) The internal contradictions of the employees were not resolved in time, and the internal private relations were not properly handled and resigned.
2. A small number of employees failed to establish a harmonious, collaborative, and friendly relationship with colleagues. In December, the customer service department had a mass incident of multi-person resignation caused by private conflicts, which affected the normal management of the company, in the owners and employees. Caused a certain non-lighting effect.
3. The business skills of a small number of employees are relatively weak, and there is a big gap between the company's requirements and the needs of bank owners. For example, most of the security personnel have not yet formed occupational sensitivity, and the working machinery needs to be improved in fire management and security skills; individual customer service personnel, work responsibilities The heart is not strong, the business skills are not skilled, careless, lack of dedication to the company.
4. Some security facilities have unstable performance and have not met the design requirements. For example, the monitoring room monitoring equipment, fire-fighting equipment and the entrance barrier of the basement are unstable, and the administrative department has repeatedly reported to the construction unit for maintenance, which has not been resolved.
5. Engineering: Some maintenance problems have been requested by the maintenance unit for many times, but the problem has not been solved fundamentally. A few devices have a phenomenon of “good for a while, bad for a while” and the performance is not stable enough. For some equipment currently under maintenance by the construction unit, it is necessary to strengthen learning and lay the foundation for future takeover. The inspection and maintenance skills of engineers in the field of weak electricity need to be strengthened.
6. The sanitary conditions of individual areas of the building need to be improved to ensure the stability of health work.
7. The canteen in the diversified department of vegetables needs to be improved, and the hygiene needs of the canteen warehouse should be improved.
8. There is sometimes a disconnect between the departments, and the relevant information of the service department is not shared.
Seven, the next step of the work plan
1. First, standardize daily management, further formulate relevant rules and regulations, and block “loopholes” in the system. The management personnel conduct inspections on the work of various departments on a daily basis, and conduct multi-frequency real-time monitoring of service quality to ensure that employees maintain normal working conditions. Correctly correct the irregular operation of employees and even violations.
2. Secondly, strengthen employee training and improve the quality of employees' business. At present, there are a large number of project managers in rural commercial banks, including 9 project managers. Among them, there are only two property management certificates issued by the Ministry of Construction. Engineers are still not familiar with the equipment that is still in the maintenance period. The strength of weak power maintenance is relatively weak, and the overall business quality of employees needs to be improved. We will carry out department-based training activities, the department will develop training plans and strictly implement them, and encourage employees to teach themselves.
3. Once again, improve the forward-looking nature of the work, and want to be in front of the owner. Through nearly one year of management services, we have learned and experienced the main leaders of the rural commercial banks, the key working hours of the banks, and the key difficulties in building property services, laying a good foundation for strengthening management and improving service quality. In the future, we must strengthen the forward-looking work and keep up with the rhythm of the continuous improvement of the needs of the owners. Communicate with employees in a timely manner, understand the ideological status of employees, discover and mediate conflicts between employees, and prevent conflicts from intensifying and affecting normal work.
4. Finally, the security personnel are unstable and bring a passive status to the security work. Our preliminary concept is to invite the company to gradually improve the treatment of security personnel, especially the relevant social security treatment; to expand the space for the development of security personnel, for the excellent security personnel, in addition to all promotion, you can report to the company for selection. It works in other departments. At the same time, strengthen team culture construction, organize some amateur cultural activities, enhance employees' sense of identity and belonging to the company and service, improve team cohesion, and stabilize the workforce.
Summarizing the work of the past year, I have gained a lot and left some regrets. Only by facing the future, making persistent efforts, and constantly advancing, can the innocent company's trust and support for the work of the service department be worthy of the great era of the transformation and development of the property service industry. Sufang Property xxxx Rural Commercial Bank Property Service will adhere to the company's "Happy Service, Create Value" spirit of enterprise, improve internal management quality, build a team of employees with quality service skills and good service awareness, adhere to service-oriented, and constantly meet The owner's rapidly developing property service requirements continue to work for the company's development.