How are office buildings managed (model)

Due to the characteristics of office building revenue-generating properties (commercial properties), marketing promotion is a regular management task. Except for a small number of office buildings today, most of them are for sale and rent (mainly for rent). The overall image design and promotion of the office building, the division, layout, improvement and renovation of the office space, market analysis and research, contact, negotiation, and signing of contracts with purchase and rental customers, acceptance and handling of customer complaints and requests, customers and business managers, customers Coordination of relationships with customers, as well as organizing customers to participate in various social activities with the purpose of connecting with each other, etc., all belong to the scope of marketing and promotion of office buildings.

Due to various reasons such as changes in investment locations and directions, mergers, and bankruptcies, office building customers change from time to time. Inherent customers have to rearrange office space, increase or decrease area, change equipment configuration and Requests for services etc. are also often present. Therefore, in order to attract and retain customers, office building marketing services are a very important regular task. Otherwise, a higher rental and sales rate cannot be guaranteed, which will affect the income of office properties.

In this regard, there should be dedicated marketing personnel working at the front desk of the office building or setting up a special office to conduct market research, proactively find target customers, solicit opinions from existing customers on the use of the property, and try their best to satisfy all aspects. Customer requirements ensure that the property maintains a high rental and sales rate.

2. Service and Management of Business Centers

Large-scale office buildings have concentrated offices and busy business, and generally provide business centers with various business services (similar to large hotels and guesthouses) .

1. Equipment configuration of the business center

The main equipment and supplies that the business center must be equipped with include Chinese and English processors, printers, fax machines, typewriters, computers, binding machines, and laminating machines , dictation recorders, televisions, telephones, film and television equipment, projectors and screens, cameras and other office supplies. The equipment of the business center can be added according to the expansion of service items.

The normal use and maintenance of business center equipment is the guarantee for providing good services. Business center personnel should strictly follow normal operating procedures during use and perform necessary maintenance on the equipment regularly. Once the equipment breaks down, it should be repaired by professionals.

2. Work requirements and working procedures of the business center

The services of the business center are direct services for small areas and multiple projects. Guests' evaluation of the service quality of the business center is based on the thoughtfulness and speed of the service. To achieve thoughtful and fast service, we must rely on experienced staff and a sound set of working procedures.

(1) Work requirements. The requirements for business center staff include: ① Fluent foreign language listening, speaking, reading and writing skills; ② Proficient typing skills in Chinese and English; ③ Ability to skillfully operate various equipment; ④ Familiar with business information knowledge; ⑤ Familiar with secretarial work knowledge; ⑥ Possess basic skills Equipment cleaning and maintenance knowledge.

(2)Working procedures. ① Before service: Understand the service items, service time and service requirements required by the customer; explain the charging situation to the customer, issue a charging notice

and collect a certain percentage of deposit. ② During service: Based on the principles of accuracy and speed, services are completed on time and accurately according to customer service requirements. ③After service: After completing the services required by the guest, fill in the "Business Center Fee Receipt Form" and guide or accompany the guest to the Finance Department to settle the bill. The "Business Center Fee Receipt" should be made in triplicate, one copy should be handed over to the Finance Department, one copy should be given to the guest, and the other copy should be archived by the Business Center.

The main target of the business center is guests. Sometimes employees within the office building also need to use equipment in the business center due to work needs. For this reason, a business center signing procedure has been developed;

Internal staff of the office building come to the business center. The use of equipment must be for work needs; prior to use, the employee's department manager must obtain approval. You must fill in the reason, content, usage time and approver on the "Business Center Equipment Use Application Form" and use it without affecting the provision of services to guests. You must sign the "Expense Settlement Form" after use.

3. Service items of the business center

Office building customers have different business types and their own office conditions, and have different requirements for the service scope of the business center.

The services provided by the relatively complete business center include:

l Translation services, including documents, contracts, etc.;

l Secretarial services, including various document processing;

< p>l Office system automation services;

l Complete set of office equipment and staffing services;

l Temporary office rental services;

l Long distance calls, fax, Telecommunications services;

l Business talks and conference arrangement services;

l Business consultation and business information inquiry services;

l Custody and forwarding of faxes while customers are away , letters, etc.;

l Postal services such as mail, parcels, express delivery, etc.;

l Computers, televisions, videos, cameras, slides, BP machines, mobile phone rental services, etc.;

l Newspaper and magazine subscription services;

l Customer telecommunications equipment agency and installation services;

l Document, business card and other printing services;

l Bulk issuance of business correspondence services;

l Newspaper clipping services;

l Secretary training services, etc.

3. Front desk service

The front desk of small office buildings only provides basic inquiry and guidance services, while the front desk of large office buildings has more services, mainly including:

l Information service and message service, key distribution service;

l Letter and newspaper sending, sorting and delivery service;

l Personal luggage handling and storage service;

< p>l Taxi reservation service;

l Providing travel arrangement services;

l Air ticket ordering and confirmation;

l Hotel reservations across the country and around the world Services;

l catering, cultural and sports program ticketing arrangements;

l cultural and entertainment activity arrangements and organization services;

l foreign currency exchange, magnetic card sales, agency sales Meal coupons;

l Flower purchasing and delivery services;

l Laundry and clothing delivery services;

l Purchasing and cleaning items services;

l Provide company "aunt" service;

l Various other entrusted agency services.

The repair reporting point of some office buildings is also located at the front desk to facilitate customers to report for repairs.

4. Facilities and equipment management

The management of facilities and equipment in office buildings should mainly do the following tasks:

1. Equipment management

(1) Create device files. File the acceptance documents of various office equipment and establish equipment registration cards.

(2) Improve the structure of the engineering department.

(3) Establish a job responsibility system for each department and each type of work.

(4) Pay close attention to the planning and control of material procurement, supply and consumption, and increase revenue and reduce expenditure.

(5) Develop equipment maintenance and repair systems.

(6) Establish a supervision system to supervise and inspect the work of companies and individuals responsible for special maintenance.

2. Repair and maintenance

(1) Repair reports (two types of repair reports: self-inspection repair reports and customer repair reports) and maintenance procedures.

(2) Equipment maintenance. Generally, a three-level maintenance system can be established: daily maintenance (also called routine maintenance); first-level maintenance; second-level maintenance.

(3) Equipment maintenance.

For equipment maintenance control, the key is to formulate maintenance plans and improve maintenance systems.

When preparing a maintenance plan, attention should be paid to: ① Whether the plan is prepared according to equipment classification. ② Whether the maintenance cycle is scientific (cycle refers to the working time between two major repairs). ③Whether the maintenance method is appropriate.

General maintenance methods include: ① Compulsory maintenance method. That is, regardless of the technical condition of the equipment, regular maintenance is scheduled. ② Periodic maintenance method. That is, based on the technical performance and requirements of the equipment, the maintenance cycle is formulated and inspected regularly. ③Diagnosis and maintenance method. That is, based on the report of the user department and the technical information provided, the equipment is inspected and diagnosed, the items or components to be repaired are determined, and then repaired. ④ Comprehensive maintenance. That is, when the equipment suffers serious wear, damage or failure, the main body and components are fully repaired (overhaul).

The establishment of equipment maintenance system mainly includes equipment inspection system and repair reporting system.

(4) Equipment updating and transformation. The key here is to grasp the opportunity for renovation and formulate practical renovation plans.

1. Security and Fire Management

1. Security Management

(1) The basic principles for implementing security management are: ① Guests first, service first. ②Prevention is the priority. ③Whoever is in charge is responsible. ④Prevent and treat in groups, tighten internally and loosen externally.

(2) Establish the organizational structure of the Security Department.

(3) Develop strict security rules and regulations and clarify the job responsibilities of various personnel in the department.

(4) Strengthen public security. The main purpose is to strengthen security measures, equip specialized security personnel and security equipment (alarm devices, door password opening devices, closed-circuit television monitors, etc.), strengthen security patrols inside and outside the office building, and strengthen security and traffic control in the parking lot. Prevent man-made disruptions to public order and prevent all types of accidents that may occur.

2. Firefighting work

(1) The guiding ideology of firefighting work is: prevention first, publicity first, and combination of prevention and firefighting.

(2) The fire protection systems of general office buildings mainly include: ① Dry fire protection system: automatic alarm system, linkage master control panel, BTM gas fire extinguishing system. ② Wet fire protection system: automatic sprinkler system, fire hydrant system (fire pump). ③ Fire linkage mechanism: function and linkage test of fire supply and smoke exhaust fans; function and linkage test of fresh air fan and exhaust fan of air system; function test of fire elevator. ④ Fire alarm system: automatic alarm system (including temperature-sensitive fire alarm, smoke-sensitive fire alarm, photosensitive fire alarm), manual alarm system (including bell alarm, broken glass alarm, emergency telephone alarm).

(3) Development of fire protection work: ①Carry out fire protection publicity. The forms of publicity include: fire protection rotation training, the use of slogans or signs for publicity, and the distribution of fire protection instructions (fire prevention manuals). The contents of the publicity include: principles of fire protection work, fire protection regulations, and fire protection instructions. ② Establish a three-level fire prevention organization and establish corresponding fire prevention responsible persons: general manager of the management company, department manager, and team leader. ③Decentralize fire prevention responsibilities to each owner and tenant unit. Each owner and tenant shall bear the responsibility for fire prevention within their property. ④ Clarify the responsibilities of the person responsible for fire prevention and formulate a fire prevention system in accordance with the provisions of the Fire Protection Regulations of the People's Republic of China. ⑤ Organize and arrange fire protection inspections regularly, issue fire protection rectification notices based on discovered fire hazards, and make rectifications within a time limit. ⑥ Formulate fire prevention measures to prevent the occurrence of fire accidents systematically. ⑦Equip necessary and complete fire-fighting equipment and facilities. ⑧Mobilize everyone to eliminate signs and hidden dangers of fire in a timely manner. ⑨ Establish self-defense and self-rescue organizations. Including: establishing a voluntary fire brigade; establishing a full-time fire brigade; doing a good job in fire protection training and organizing a fire drill for all office building personnel every year. ⑩ Clarify fire emergency evacuation procedures. Make preparations for evacuation, giving priority to evacuation of personnel first, followed by moving dangerous goods and rescuing valuable property. ⑾Establish fire protection files. ⑿ Develop a fire extinguishing plan and a protection plan for key parts, and install a fire escape diagram for each room.

2. Cleaning and Hygiene Management

Cleaning is an important indicator of the level of office building management, and it is also a need for building and equipment maintenance. The focus of daily cleaning work is reflected in:

(1) Develop complete cleaning rules, specify the places that need to be cleaned, materials, required times, inspection methods, etc., and strictly implement them.

(2) Formulate the responsibility system for each position in the department.

(3) Establish a hygiene and cleaning inspection system. ① Regular inspection method (reporting as you see it, fixed-point inspection, and book registration); ② Daily spot inspection; ③ Regular inspection system; ④ Inspection of edible water quality and sewage treatment.

(4) Keep public areas in the building clean. Such as lobbies, restrooms, public walkways, etc.

(5) Provide comprehensive cleaning, hygiene and beautification services.

For office building maintenance and parking management, please refer to the relevant chapters. In addition to the above management and service tasks, coordinating the relationship between the office building, customers and all sectors of society is also an important part of office building management