How to manage the training content of property employees

Property management personnel training content

Profit is the goal pursued by enterprises, culture is the soul of enterprise development, and talents are the capital of enterprises. Property management is an all-round and multi-functional management, and it is also an ordinary, trivial and hard service work. Whether it is an intelligent building, a large exhibition center or a residential area; Whether it is a shopping mall, a hotel or an industrial workshop, it is required that there must be a group of high-quality and skilled management teams in property management. Especially in the property management of residential quarters, managers have to face hundreds or even thousands of households. Housing owners and users are not only distributed in all walks of life, but also have differences in economic status, cultural literacy, life taste and living habits. Therefore, property management enterprises must adapt to the requirements of various management work with high-quality service attitude and high-quality service level. Property management enterprises should have two kinds of talents: management talents and engineering talents. Their employees should not only have high management level, cultural level and professional and technical level, but also have good ideological style, professional ethics and service attitude.

Property management is a knowledge-intensive management industry. Without a professionally trained team, it is impossible to meet the requirements of modernization and specialization of property management. The establishment of a high-quality management team depends on attaching importance to training and establishing a strict employee training system. Property management enterprises must always take strengthening the construction of staff as an important basic work, formulate a strict staff training system, and carry out staff training at different levels through various forms, including pre-job training, on-the-job training, special lectures, academic training, etc. Focus on educating employees' ideological style, professional ethics and service attitude, do a good job in their professional quality and professional technology construction, and improve their management and service level.

1. Ideological style

Guide and educate employees to firmly establish the idea of "service first, convenience for owners" and take "enthusiasm, quality, unity and dedication" as the enterprise spirit. Dress during working hours, put on a uniform name, and use a uniform language. When receiving the owners, we should be affable, dignified and polite, and take "customer first" as the highest creed of our actions. With the service tenet of "thinking about the owner's thoughts, worrying about the owner's urgency and solving the owner's difficulties", we will manage the property well, make good use of the property, maintain the property, and strive to improve the working and living conditions of the owner.

2. Professional ethics

Encourage employees to love the real estate industry, love their jobs, care about the company's reputation, and give more dedication and love to the owners. Guide and educate employees to adhere to principles, handle affairs impartially, be honest and upright, do not abuse power for personal gain, have a decent style, be open-minded and eager to learn, be enthusiastic about public welfare and take care of public property, which embodies the quality, personality and spiritual realm of employees.

3. Service attitude

The service attitude of property managers is directly related to the image of the government and the industry. Therefore, property management enterprises should guide and educate their employees and adhere to civilized management with the service attitude of "initiative, enthusiasm and thoughtful quality". The owner requires the service to be on call and solve the problem for the owner in time. Try to tolerate unreasonable words and deeds of customers, explain patiently, don't treat them badly, don't insult customers, and be polite and kind to others.

4. Professional quality

The professional quality of property management personnel is directly related to the level of management services. Therefore, property management companies should require their employees to be proficient in business, master the corresponding theoretical knowledge of real estate economy, property rights registration management and basic knowledge of real estate management, understand relevant laws, regulations and policies, the corresponding basic situation of architectural knowledge and property, and understand the knowledge of mechanical and electrical equipment maintenance and necessary public relations knowledge. , so that every employee can understand their own responsibilities, owners' rights and mutual responsibilities, as well as the use of public facilities. , in case of problems and disputes, can fairly clarify the relevant issues and put forward opinions, in case of violation of regulations, can quickly reflect and take corresponding measures according to relevant regulations, so that the problem can be solved quickly and properly.

5. Professional technology

The professional and technical level of property management personnel is directly related to the quality of property management and service. Employees of property management enterprises must hold the "post qualification certificate" issued by the professional management department before they can take up their posts in property management. Employees must receive professional training in property management, study professional skills hard, master the necessary knowledge and professional skills of this position, and constantly improve their professional level.