Training experience of property door post operation procedures

Experience of property management training

Property management is a comprehensive management that is compatible with the modern production mode of comprehensive development of real estate. It is a unified management that is connected with the diversified pattern of property rights arising from housing reform, and it is a socialized, specialized, enterprise-oriented and operational management that is compatible with the establishment of a market economic system. This kind of property management, which integrates highly unified management, all-round multi-level service and market-oriented operation, and combines operation and management in service, is actually a service industry.

during my internship, under the enthusiastic guidance of the instructor of the management office, I actively participated in the related work of property management, paid attention to comparing the theoretical knowledge of property management learned from books with the actual work, deepened my understanding of the actual work with theoretical knowledge, verified the learned property management theory with practice, and explored the essence and laws of property management work. The short internship life is both tense and novel, with great gains

Property management belongs to the tertiary industry and is a service industry. Belonging to the tertiary industry, property management has its own unique nature, that is, it is an industry that integrates management, service and operation, and integrates operation and management in service. Provide high-quality, efficient and thoughtful services for property owners and users, so as to make the property appreciate. Hengjia property management company thinks what the owners think and is anxious about what the owners are anxious about. Its operation is at a good level, the charging rate is above 88%, and the satisfaction of owners reaches the middle and upper level. The residential area has a beautiful environment, a high degree of greening and complete facilities. It often carries out various activities to enrich the amateur life of the owners and belongs to a high-quality residential area. Its business goal is to create a "safe, warm, fast, convenient and clean" living community for the owners.

the main work of my internship is to receive the owner's visit, declare faults and handle complaints. Among them, the main thing to pay attention to is to warmly receive the owners and help them solve practical problems as soon as possible. In view of some problems that are not within the scope of property responsibility, further analysis is made, and countermeasures and solutions are put forward to greatly reduce the loss of owners' interests. Before the Spring Festival, under the guidance of the leaders, the potential safety hazards in the community were cleared and resolved. It provides a clean environment for community owners to spend a safe and harmonious New Year. At the same time, it also records and sorts out the payment situation of community owners to protect the interests of each owner, and at the same time, it also pays a return visit to some owners who are maliciously in arrears and handles the problems.

Strengthen training and improve business level

The property management industry is an industry with an imperfect legal system and a wide range, and professional knowledge is very important for property managers. However, the theory of property management is not mature and lacks experience in practice. The market environment is gradually formed, and it will take a long time to get on the right track. All these objective conditions determine that our employees need to study constantly and learn the laws, regulations and trends of this industry, which is very beneficial to do our work well.

the customer service department is the most direct and frequent department dealing with the owners, and the quality of employees represents the image of the enterprise. Therefore, we have been constantly improving employee training and improving our overall service level. The main contents of our training are as follows:

(1) doing a good job in etiquette training and standardizing the good image of gfd

. Property management is first and foremost a service industry, receiving owners' visits. We are warm, thoughtful, smiling and kind, so that even if the owner comes with emotion, our thoughtful service will be reduced, so that we can solve the owner's problems. In this respect, Manager Chen specializes in professional training for all employees in the department, which is completely a hotel-style service standard to require employees. If the receptionist answers the phone, she must pick up the phone within three rings. The first sentence is "Hello", and Tianyuan Property ×× People are at your service. The front desk service personnel must stand and serve. No matter whether the company leader or the owner passes by the front desk, they should say "Hello". In this way, the image of the customer service department is enhanced, and the image of the whole property management company is enhanced to a certain extent, which highlights the service nature of the property management company.

The front desk reception is the service window of the management office. It is the main responsibility of the front desk reception to keep the information channels unblocked, supervise and inspect, dispatch and coordinate the work of various departments. In daily service, the front desk should not only receive all kinds of repairs, consultations, complaints and suggestions from the owner, but also reflect the owner's needs to relevant departments and construction units in time, supervise the maintenance follow-up, pay a return visit to the maintenance completion, and complete the final closed loop. In order to improve work efficiency, the receptionist should be responsible for the statistics and archiving of charging materials while keeping records of manual communication, so that all kinds of information can be stored more completely and searched more conveniently, and the integrity of original materials can be maintained

(2) Do a good job in professional knowledge training and improve professional skills

Besides etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with pollution laws and regulations such as the Property Management Regulations and the Measures for the Administration of Charges of Property Management Enterprises, we learn relevant legal knowledge to solve the problems encountered in practice. We also invited the master of the engineering department to explain the knowledge about engineering maintenance to us, such as the owner's repair application, we should be able to distinguish the location of repair application, the basic treatment methods, what tools the master should bring, and the warranty period of each part of the project. Only when these problems are clear can we publicize and publicize them to the owner. Let the owners know clearly that property management is not guaranteed forever, nor is our company responsible for everything after paying the property management fee. We will take some classic cases for discussion, analysis and study, and how much responsibility the property company bears in case of disputes. We need to keep learning and accumulating experience in our work.

complaint system for reception and visit of management office

In order to strengthen the contact between management office and owners and residents, solve problems for owners and residents in time and improve social benefits, the complaint system for reception and visit is established.

1. The customer service center is responsible for receiving visitors, publicizing the office location and telephone number for receiving complaints, so that owners and residents can visit and complain, and trust the management office.

2. Any manager should give a warm reception, take the initiative to ask, smile, not make things difficult, not shirk, not confront, not aggravate the feelings of owners and residents, and treat acquaintances and strangers alike, adults and children alike when they are busy.

3. The customer service staff should record the problems mentioned in the residents' complaints and visits in time, investigate and verify them on the same day, and report the results and handling suggestions to the director of the office, who will decide the handling methods and responsible departments.

4. When handling visits and complaints, the responsible departments should be enthusiastic, proactive and timely, adhere to principles and highlight services. Do not shirk, dispute, shirk responsibility, embarrass the owners and tenants, or seize the opportunity to ask for benefits, interests, etc. After the treatment, the results should be returned to the owners, tenants and the director of the management office, so that everything is settled and everything is echoed.

5. All managers should be responsible for their own jobs, provide satisfactory management and services for the owners and residents, reduce complaints and criticisms from the residents, and eliminate the dissatisfaction of the owners and residents before complaints.

Experience of property management training

I. Practice purpose

Accounting is a very practical subject. As an accounting professional in the future society, we should cultivate strong practical operation ability of accounting work. On the premise of mastering a lot of theoretical knowledge after two and a half years of professional study, I will integrate theory with practice, deepen my understanding of work flow and work content, improve the level of using basic accounting skills, and achieve the purpose of applying what I have learned, so as to not only exercise my practical operation level, but also cultivate my ability to analyze and solve practical problems and understand my own advantages and disadvantages. At the same time, learn about society, get in touch with reality, learn to deal with people and communicate, and get ready for success in work. Therefore, as an accounting major student, I started the relevant professional practice in February 211 with a beautiful vision.

II. Internship Unit and Job Profile

My internship unit is xxx Co., Ltd., which was established in November of XX. It is a comprehensive private enterprise in towns and villages, with branches such as Tsinghua Electrical Appliance City, Happy Supermarket and Violet Home Textiles.

The company's finance department has an accountant (Aunt Xue), an accounting assistant (Sister Mei) and a cashier. My internship position is cashier, who is responsible for happy supermarket shopping. The daily practical operation mainly involves the daily cash collection and payment management, the change exchange of the front cashier's counter, the payment of wages, and the accounting of current business, including filling in vouchers, registering account books, filling out bank wire transfer orders, recording bank statements, and preparing cashier reports based on the occurrence of economic business. Practice units conduct accounting by semi-manual and semi-computerized methods, using Kemai Qimou business management software and Suda financial software.

Third, the content and process of internship

The first real internship, I was both excited and nervous: I was excited that I finally got out of campus to really get in touch with and deal with real economic business; What is nervous is that you will not be able to do well when you first enter the post.

on the first day of work, under the supervision of the accountant, the former cashier and I did the handover work. I will register the handover items (mainly cash on hand, bank deposits, cashier's vouchers, diaries, receipts and seals) on the handover list one by one, then count them one by one, and finally sign and seal them by the three parties. Later, the former cashier gave me the keys to the safe and the keys to the workbench and room, and taught me how to use the safe. I changed the safe password immediately after I mastered it. After that, Sister Mei taught me how to use the company's financial software. First, I changed my password, and then I officially started learning. Although it wasn't UFIDA or Kingdee software that I studied during my school days, it was similar in handling. At the beginning, I learned the basic skills very solidly, so it didn't take me long to get started.

In the next few days, Aunt Xue arranged for me to browse the company's previous vouchers, and observed Sister Mei's work to understand the general content and process of the work. Because I have done a lot of exercises at school and laid a good foundation, I don't want to look at it at all. Perhaps it is because of this conceited mentality that problems will arise in the future work: supermarkets provide customers with free trousers-free services, and I won't open vouchers, but I just don't know which accounting subject to remember. Had to crustily skin of head to ask, although Xue Yi didn't say anything, but always have consciousness. So I took out the previous vouchers again, read them carefully, became familiar with the setting and use of enterprise accounts, and made special records for special details, such as the ownership of admission fees and booth fees. The detailed use of "non-operating expenses" accounts in different periods, etc.

after nearly a week's observation, I finally "made a positive result" and began to deal with the work by myself. At the beginning of the day's work, the petty cash is distributed to the cashier according to the total amount in different proportions of face value and currency value, and the cashier signs the requisition. And the end of the day's work is to collect money after the end of business at night. The supermarket has a software for invoicing, which is connected with the cash register system. First print out the cashier summary table of the day, and the cashier will pay the money. First, count the number and check whether there is counterfeit money, and then open the "xxx Happy Buy Receipt", which will be signed by the cashier and cashier. After the payment is completed, check with the cashier's cashier summary table to check whether the amount is consistent, and the cashier will be responsible for the short payment. According to the receipt and summary table, make daily sales income statement, fill in accounting vouchers and register account books. The day's work is over.

I just sit in my office in the morning and one night, changing money for the cashier and handling related business at any time. Every day, economic business happens, and all accounting vouchers must be filled in and posted. Diary seems simple, but it is easy to make mistakes in real operation. In order to avoid mistakes, I always pay more attention to the account, and there is no mistake in the account. At the end of the month, every account page should be closed once, and once a month. After calculation, you should press the calculator to get the acid. I will write the results in pencil first, and then calculate them again. If the results are consistent and the accounts are consistent, I will fill them in the account book. After the account is settled, I usually calculate this month's account from beginning to end. Finally, use the total number of each account page to check again by "amount at the end of last period+amount of debit in current period-amount of credit in current period = amount at the end of current period" to ensure the correct calculation.

At the end of the month, you need to enter vouchers centrally. First, enter the interface of entering bookkeeping vouchers in Suda accounting software, enter a summary, then select an account, and enter the amount in the debit and credit of the corresponding account. Finally, check the accuracy of each element and save it. During the entry, I found my own shortcomings, that is, memorizing the account number. When entering a subject, if you remember the number, enter it directly and it will be displayed automatically. But I am not familiar with the serial number, so I have to look for it step by step through the account button, which is a waste of time. Fortunately, however, the company's business is not complicated. After inputting some vouchers, I remembered the numbers of common subjects, and the input speed was greatly improved.

during the internship, the collection business only involves cashier and selling membership cards, so the most common contact should be the payment problem. Because once the money is paid, it is difficult to recover the mistakes, and I am responsible for the compensation if it is difficult to recover, so I am particularly cautious when handling the payment business. When spending every sum of money, I must know the exact amount of money received and paid, and make clear the payee and the purpose of payment. I will resolutely not pay for unreasonable and illegal payments. When paying, the most important thing is to check whether the formalities of documents are complete, and the most important thing is to check whether the signatures are complete: first, the store manager should check and verify the goods and sign them, indicating that the goods are verified and put into storage; Then, the manager signs to agree to pay; Finally, it is signed by the accountant for confirmation. Three signatures are indispensable. The company's payment is usually settled in cash, so I always ask the payee to check the person in person.

I check deposit journal with the bank statement regularly every month and make a statement of bank reconciliation. This work is completed by the software of Kemai Qimou. Bank records and bank statements are input into the bank statement library, the subjects and methods of reconciliation are determined, and the screened records are sent to the bank journal outstanding account library. Finally, the records are automatically checked and written off between the bank statement database and the journal database, and the statement of bank reconciliation is automatically generated.

after 3 * 15 days of consumer protection, the manager issued an order: the supermarket should conduct a comprehensive inventory. The unit adopts the method of goods inventory, and each sales district chief is responsible for filling out the goods inventory table, and Mei Jie and I take turns to supervise. After the inventory, input the inventory table into the financial software to generate the inventory receipt, and then check it with the background inventory table, and the computer system will automatically generate the inventory income statement. As a result, hundreds of thousands of goods were missing. The manager flew into a rage, held meetings at two ends every three days, and finally decided to blame people. Later, he would check the receipts in rotation and take stock once a month.

the stress caused by the inventory continues until the payday. I have to be busy for a day or two every time I calculate my salary. The unit implements the roll call system, once in the morning and once in the evening, so as to verify the times of being late, leaving early and asking for leave, and deduct money when calculating wages. The manager is responsible for the statistical summary of this work, and then I will calculate the salary according to it: first, we must make clear the basic salary, which will increase or decrease according to the length of its working hours. So the first task is to sort out the working period of employees. Enter the employment form through Suda software, and check the time when employees enter the company and pay the deposit (employees who have not paid the deposit will be paid a minimum salary of 12 yuan regardless of their working period)