Model essay on personal annual work summary of residential property

The work of residential property is very complicated, and it is necessary to deal with various problems arising from the owners. The year's work is over. In order to welcome the new year, let's make a work summary of the past year. The following is a model essay on personal annual work summary of residential property compiled by me, for your reference only. Welcome to reading.

Personal annual work summary of residential property (1) My property management company entered the third resettlement residential area. Over the past year, all employees of our company, Qi Xin, have made concerted efforts to explore and innovate constantly, further improving and improving the management and service quality of the company, and achieved gratifying results: an excellent property management team has been established, scientific management mode, advanced management concepts and methods, and strict quality standards and working procedures have been created; Formed a professional division of labor system combining service and management. Over the past year, we have carried out a series of work closely around strategic planning, brand building, internal management, information communication and service performance.

Strategically change the concept of property management.

Since the establishment of our property management company, the management concept has undergone a profound change from "management" to "service", abandoning the attitude of being a manager in the past and advocating a brand-new service concept of "service and education, owner first". Even though our property management company encountered severe challenges from the internal and external environment in the development process, the concept of serving owners and users has been extended and widely praised. However, the management of the company is not satisfied with the gratifying achievements, but faces up to the problems existing in the service process with a positive attitude, such as weak service professionalism, low service connotation, low employee treatment and high cost. Since the beginning of this year, the company has sized up the situation and started to pay close attention to safety precautions, environmental sanitation and maintenance, striving to build a brand and improve the company's operational efficiency and competitiveness.

Brand building is based on high quality, and the company regards how to improve the quality of property management services as the first choice for the company's operation.

First, take effective measures according to iso system.

At the beginning of its establishment, the company formulated a good quality plan, defined the company's quality objectives, requirements and goals, and met the needs of owners and users with the most appropriate service quality. Over the past year, the company has always been aiming at passing the audit of iso9000 and iso 14000, and at the same time, it has further demonstrated the image of the company's quality service to owners and users.

Second, form a quality system centered on customer satisfaction.

Since the company settled in, it has always taken "customer satisfaction, owner first" as the work center, which further confirmed the company's business service concept of taking the owner as the center. In the future, the company will continue to implement and improve service quality and improve service performance.

Third, establish the goal of zero defect in xx property.

After the establishment of the company, after repeated discussions and discussions, it is believed that if we want to be unique, we must do our work with zero defects: service with zero defects; Zero defects in operation; Equipment zero failure; Four zero defects and zero hidden dangers. Obviously, the owner is not always right, but always the most important customer demand, and is fully prepared to meet the demand and actively prevent possible problems.

Summary of Fan Wen's personal annual work in residential property (II) It took xx months from 20xx to Fuxing to work in xx Building. From groping to familiarity, from being at a loss to self-confidence, every step of my progress has been enthusiastically helped by company leaders and colleagues, and won the understanding and support of most owners and tenants. If there is any merit in these xx months' work, it is not because of my personal ability, but because we have a high-quality professional team and a group of enthusiastic and dedicated property managers. The purpose of this summary is by no means to whitewash oneself, but to achieve two purposes: first, calmly review the gains and losses of this period of work, sum up experience and learn lessons; Secondly, take my own experience as a case to provide reference for the company to train and train talents in the future.

My work in these xx months can basically be divided into two stages.

The first stage, the groping stage.

From the beginning of xx to the end of xx. The work at this stage, on the one hand, is to master the basic knowledge of property management and the basic situation of the building as soon as possible, on the other hand, it is to ensure the normal work of the building. Due to the short handover time, many things can only be learned by doing. During this period, the daily work of the management office mainly depends on a set of management systems of the company and the high consciousness of managers. During this period, we can actively report to the leaders when dealing with major events and take measures quickly. There are no serious mistakes, but there are still many problems in the details of the work. Fortunately, leaders and colleagues pointed out and remedied in time, without serious consequences.

The second stage, the trial stage.

From October of 20xx to the end of X, in this stage, in addition to continuing to learn and maintain the normal operation of the building, we began to integrate some of our own management concepts and add some personalized colors to the management of the building. The main tasks are as follows:

1, improve the working and living environment of employees; Set up a family room and clean up the X platform;

2. Spend the winter solstice with employees, have New Year's Eve dinner, and make holiday arrangements, especially the Spring Festival life of security guards;

3. Hold a golf tour to collect information for the Year of the Sheep;

4. Establish employee files, owner files and contract files, and track the implementation of the contract;

5. Emphasize that there should be traces of management, and abnormal situations must be recorded in writing and closed;

6. Adjust employees' work arrangements, emphasizing lease, collection and contract management;

7. Handle the relationship with the asset department of the branch company and strive for the understanding and support of the other party.

These xx months' work also exposed some problems, such as weak equipment management, so we should spend more time communicating with customers and employees, which need to be improved in the future work. At the same time, I hope to have the opportunity to study and master the knowledge of property management comprehensively and systematically and improve my professional level. Determined to invest more time and enthusiasm in the new position, complete all the work assigned by the company, and live up to the expectations of the company leaders.

Summary of Personal Annual Work of Residential Property (III) In 20xx, our work closely focused on the general policy of "planning and management, improving quality, sizing up the situation and advancing with the times" of the group company, always practiced the general goal of contributing to the construction and development of the group company, strengthened the internal management of the enterprise and the cultivation of employees' own quality, constantly innovated and strived to complete various tasks, and achieved certain results. Now I mainly finish my work and some experiences in my work.

I. Work completed

1, organize ideas, grasp management and build image.

After we officially took over the real estate from xx people in January, we first sorted out many clues and quickly sorted out several important and urgent things. First of all, pay attention to management, improve efficiency and shape image. In the final analysis, the management of the community is to provide satisfactory services for the owners. And all this depends on the quality and ability of service providers. At work, we need not only a good attitude and service concept, but also professional management. In this regard, the company has formulated a refined management system, clarified the process procedures, and made a good job of positioning the responsibilities, so that the property work can be carried out in an orderly manner. Secondly, strengthen personnel training, enhance service awareness and establish corporate image. We provide targeted training for employees' professional ethics, etiquette, manners and professional skills, so that on-the-job employees can quickly meet the service requirements. Excellent service has established a good image for the enterprise.

The Spring Festival has created a happy, festive and peaceful atmosphere for the community.

Before the festival, cleaning staff were organized to thoroughly clean and empty the garbage in public facilities, corridors, parking lots, courtyards, flower ponds and lawns in the community, and the sanitary dead corners were rectified; Organize security personnel to carry out holiday safety training, formulate safety emergency plans, clarify the division of labor, implement responsibilities and strengthen measures; Set up X discharge area in the community, designate discharge point, and have the person in charge of inspection; Before the festival, the engineering maintenance personnel conducted a comprehensive inspection and maintenance of all kinds of facilities and equipment used in the community to ensure the normal operation of water, electricity, heating and all kinds of facilities and equipment during the festival; In order to create a festive atmosphere, we hung lanterns and mascots at the gate and yard of the residential area, hung lanterns and slogans in the yard, trees and rockeries, and posted Spring Festival couplets on the doors of each unit of the residential area, sent the word "Fu", sent a calling card for repair service to the owners, posted warm reminders, and expressed condolences to the representatives of xx owners in areas A and B. Sincere, enthusiastic and fast service ensures the warmth, peace and safety of the festival in the community; On the fifteenth day of the first month of the Lantern Festival, with the strong support of the group company, we successfully held a "Shengshi Yuanxiao Song and Dance" in the residential area. Wonderful performances, warm applause and cheerful laughter pushed the festive atmosphere to a climax.

3, the problems existing in the community, * * * system maintenance and facilities.

In order to completely change the owners' views on the property and completely solve some problems existing in the community for many years, after the Spring Festival, with the strong support of the group company, the houses and facilities used in Area A and Area B began to be repaired and the environment was thoroughly rectified. It has invested more than xx yuan to replace xx unit doors, clean xx heating and water supply wells, repair and replace xx tube well valves inside and outside the building, detect and repair xx leaky roofs, replace xx household glass, repair xx window frames, clean xx sewage wells and septic tanks in the community, repair and widen the road surface by more than xx meters, and replace the monitoring equipment in Area A and Area B. In addition to the above overall overhaul, we have received more than xx maintenance orders and paid a return visit to xx. The owner's satisfaction rate reached above xx%, and X complaints were received and successfully resolved.

4, all kinds of files with complete procedures, annual inspection.

In order to strengthen the internal management of the company and better serve the owners, 10, we retrieved the needed and missing files of the property management company from the relevant departments, filed them one by one, and then carried out annual inspection on all kinds of procedures, which successfully passed the annual inspection required by the relevant departments in advance.

5. Greening and beautifying the community.

In order to further improve the living environment, with the support of the group company, we planted more than xx junipers, decorated more than xx pots of flowers on the rockery and planted xx flowers. At the same time, the flowers and trees planted before were weeded, trimmed and dressed up, and the community was completely new.

6. Strengthen publicity and cooperate with X and the community to complete the work of "creating a city"

Property service is not only rational behavior service, but also humanistic ideological education and edification. While renovating the residential environment, it also publicized the concept of "creating a city", common sense of fire control, and code of conduct for owners. Pass it on to the owner through the advertising column. We have successively exhibited xx billboards, posted xx "Creating a City" advertisements in the streets of Zhangjiao, and distributed xx questionnaires and xx "Notices for Citizens to Create a National Civilized City" to the citizens of Zhang Wenming. Through these publicity, the majority of owners have greatly improved their own quality and awareness of "creating a city".

At the same time, we also pay attention to the establishment of corporate culture. We mobilize employees to seriously study corporate culture, click on the website of the group company, understand the growth process of the group company, and cultivate employees' awareness of loving the company. We also actively contribute to the company's website. Over the past six months, we have sent X articles for the company, and X articles have been adopted and published by the website. We also sent X articles about the property management in our community for the property supervision brigade, among which "We just want to touch God" was published in the special issue of X Property.

7. Cooperate with the group company to complete the preparation and aftermath of the foundation laying ceremony of Area C..

From xx, xx, xx, except the personnel on duty, all other employees were dispatched to Area C, successfully completing the cleaning of the sales department and the layout of the venue, including inserting colorful flags, placing flowers, maintaining the order, safety and hygiene of the venue parking lot, and handling the aftermath of the venue. This activity, our team service skills have been exercised, and the team's own quality has also been well demonstrated.

8. Pre-intervention in Area D

Establishment of (1) organizational structure

(2) Personnel recruitment

Through the talent recruitment market, we will mobilize on-the-job employees, recruit the required employees by different methods and channels, strictly select and select the best employees, and recruit most of the required employees for the company. At present, the recruitment work is still in progress.

(3) Training of new employees

We conducted systematic training for new employees, including corporate philosophy, job responsibilities, code of conduct, assessment system, employee handbook, common sense of safe operation, etc. The basic skills of new employees are quickly mastered, and the team service ability is guaranteed.

(4) Preparation of delivery materials.

We prepared the owner's occupancy notice, owner's renovation contract, property service contract, property management agreement, owner's service guide and other related materials for the owner when handing over the house. At the same time, we are in full swing to establish relevant supporting facilities and equipment and owner files in Area D..

9. Staff dress

/kloc-employees' clothing was unified in October, and the establishment of employees' external image added a lot of color to the company's image.

Second, experience and shortcomings

In this year's work, we realize that a good team can't do without the support of the superior departments, and a lot of our work can't do without the support and help of the group company. We will closely focus on the group company, strive to serve xx real estate in the later period and build a famous brand of xx real estate. At the same time, we also realize that only by serving the community owners sincerely can the owners give us a good "word of mouth". We will continue to strive to improve the quality of service, and strive to make xx property a brand property, adding luster to the group company.

Of course, there are also some shortcomings in our work in the past six months, such as: the service skills of employees are not skilled enough, the awareness of safety prevention is not strong enough, the internal management of enterprises is not scientific enough, and the overall quality of employees needs to be improved.

Three. Work plan for next year

1. Go all out to complete the takeover of the D area project.

2. Cultivate the market, increase advertising and establish brand awareness. The real estate development in xx city and the real estate development in xx city have brought us unlimited development prospects. It is necessary to do a good job in market research, sum up one year's work experience, pay a return visit to the owners, increase publicity and improve the visibility of enterprises.

3, do a good job of our return visit, especially the maintenance work of the owner. Timely, sincere and caring service will always be the main line of our work.

4. Strengthen the internal management of A, B and D projects and departments, strengthen the training and study of employees, constantly learn professional knowledge, improve professional level and improve their own quality; Constantly improve and standardize various management systems to lay a good foundation for the company's work.

5. Cooperate with the group company to complete the early intervention in Area C..

6. Do a good job in safety management. Safety is the eternal theme of enterprises. Adhere to the principle of giving priority to prevention, combining prevention with treatment, strengthening safety education, and preventing and treating by groups. Through safety education, we will constantly enhance the safety awareness and self-protection ability of the owners and employees of the community and create a safe and comfortable environment for the community.

7, combined with the actual situation, starting from the details, follow the pace of the group company, coordinate the relationship between internal and external departments, and solve problems for the group company.

In short, under the leadership of the group company, our property management company will focus on management, pay attention to training and innovate the service concept; Pay attention to the brand, expand the market and enhance the competitive strength; Attach importance to talents, create opportunities and expand development space; Make great efforts to develop the property market, unite as one, and xx property will be brilliant.

Summary of personal annual work of Fan Wen in residential property (IV) Time flies, and I have been working in xx property for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go. The following is a summary of my work this year.

I. Daily work

Handle the procedures and certificates of customer's store collection and decoration, file the information, files and keys of the merchant, be familiar with all aspects of information, including the owner, decoration unit and construction unit, notify relevant departments and personnel to handle it while making records, track the processing process, and pay a return visit after completion.

Second, sharpen character and improve quality.

For people who are new to property management and have little experience, they will inevitably encounter various obstacles and difficulties in their work. With the help of leaders and colleagues, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I think we should keep a good mental outlook and working condition in front of customers. As customer service staff, we should put professionalism and smiling service in the first place. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well.

The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should always put your work first and keep smiling, because you represent not only your personal image, but also the image of the company. Try to keep smiling service, gradually become fearless when communicating with a few difficult customers, and gradually improve etiquette such as reception etiquette and telephone etiquette.

Third, pay attention to details.

Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Here in xx Property, I deeply realize that the details can't be ignored and can't be sloppy. Whether it's every line and punctuation when reading official documents, or the refined and hygienic service that leaders emphasize without dead ends, I deeply realize that only by going deep into the details can we get rewards from it. Details bring benefits and details bring success.

Fourth, expand talents.

In order to do a good job, our customer service department, engineering department and security department are all working overtime to do their jobs. Although very tired, they all reflect the unity spirit of our customer service center. This shows that everyone is full of passion for their work. I will treat every job seriously and responsibly, and strive to do all the work better one by one.

Five, the direction of ascension

Strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette. Strengthen the ability of document production and expand various work skills, such as learning the operation of some new computer software and how to answer customers' questions. Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

I am very happy to come to the big family of xx Property. The cultural concept and working atmosphere of the property management company unconsciously infected and promoted me. Let me study at work, grow in my study, and determine the direction of my efforts. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year!