Annual work summary, residential property manager, 5 articles.

Special recommendation of Annual Work Summary of Residential Property.

The solar terms and the years and tide wait for no man. A busy year's work is finally coming to an end. The hardest way to say goodbye to a year is to write an annual work summary. The annual work summary can help us grow constantly and avoid many detours. Are you writing a post? After collection and processing, we provide the annual work summary for your reference, hoping to help friends in need.

Annual work summary, residential property manager, 1 Last year was a year of rapid development, a year of stepping up ladder climbing and upgrading, and a year of bumper harvest. This year, with the support of the leaders of the company and the leaders of developers at all levels, _ _ Property Management Office has always implemented the principle of "the owner is supreme". According to the actual situation of _ _, while providing good services, it has rationalized and improved the management work, and initially realized the management requirements of "engineering procedures, standardized operation, practical use and scientific management". The property management work in the early stage of the community has gradually embarked on a standardized track, and the property management work has achieved certain results and won unanimous praise from the owners of the community. Last year's work is summarized as follows:

First, complete the daily work target management

(a) Housing management

Housing management is one of the important contents of property management.

In order to do this work well, we have established a sound housing management file, formulated a housing management system, formulated a detailed management plan, and sent people to check it regularly. There is no damage to the decoration of the household house, the appearance is unified, and there is no behavior that damages the structure of the house. The vacancy rate is 95%.

(2) Management of public facilities and equipment

In order to ensure the normal life of residents in the community, we have formulated a perfect management and maintenance plan and emergency plan for public facilities and equipment, so that daily inspections are registered and minor repairs are recorded. The maintenance telephone was answered 24 hours a day, and _ minor repairs and _ emergency repairs were completed throughout the year, which met the management requirements of facilities and equipment maintenance in place, timely maintenance and normal operation.

(3) Greening management

In order to create a beautiful living environment for the owners, strictly implement the greening management measures, actively cooperate with the supervision, construction and maintenance work of the greening company, timely issue rectification notices and rationalization suggestions for the problems existing in the construction and maintenance process of the greening company, and urge them to rectify. When the greening warning signs are not in place, make simple warning signs and fences, and strengthen the greening protection management, so that the green space is basically free from damage, trampling and public phenomena, and the greening intact rate reaches 98%.

(4) Environmental sanitation management

In terms of environmental sanitation, in view of the gradual improvement of the residential environment, we organized regular and irregular cleaning, formulated strict cleaning procedures and assessment methods, bagged and fixed-point stacked decoration garbage, and centralized removal management, which strengthened the sanitary inspection of the residential area and ensured the cleanliness and beauty of the residential area.

(v) Community safety work

Public security prevention and fire fighting in residential areas are the top priority of property management.

In order to provide a safe and comfortable living environment for the owners, we pay close attention to the public security and fire control work in the community, regularly conduct on-the-job training and assessment for security personnel, formulate strict on-the-job assessment standards, adhere to morning exercises and meetings every day, improve the physical quality and daily work management of employees, and strictly implement the working procedures and patrol inspection system. Security personnel are required to carefully inspect, perform their duties in a civilized manner, observe discipline in a civilized manner, and be brave in management when encountering bad people and things, so that the security work last year was in a good state.

Second, the key work completed this year

(1) Property management before the owner moves in.

(1) Familiar with the construction of various facilities and equipment in the community;

After moving into _ _ _, in order to get familiar with the construction situation and equipment installation in the community as soon as possible, our staff are not afraid of hardships and tiredness, running the construction site and climbing tall buildings in the scorching sun, and have mastered a lot of first-hand information, which has laid a solid foundation for the later work and won unanimous praise and praise from the developers.

(2) according to the actual situation of the community, complete the work plan and put forward reasonable suggestions;

After getting familiar with the various situations of the community, I completed various management schemes of the community according to the actual situation of the community, such as vehicle management scheme, public security management scheme, decoration management scheme and so on. And put forward reasonable suggestions, which were adopted by the developers, that is, set up milk reporting boxes in the lobby, install green spraying systems, and connect some rainwater pipes to the underground pipe network.

(3) do a good job in the early training of security guards;

Security work is the window of property management. In order to ensure the pre-service quality of community security, our office arranged security guards to be trained one month in advance, and formulated detailed training plans and schemes and assessment methods to strengthen the security guards' own quality and professional skills, so as to ensure that the owners have a security team with good mental outlook and professional quality to serve the owners after moving in. The work of the security team was well received.

Annual work summary, residential property manager, 2 I took over the work of customer service manager of xx property customer service department after the formal establishment of xx property on XX, and was responsible for the management of customer service group, cleaning group and maintenance group. It took x months, from groping to familiarity, learning by doing. Every step of my progress has been warmly helped by company leaders and colleagues, and also supported and recognized by most residents. In these X months, we have faced a lot of pressure and overcome many difficulties, but we are very happy and full. Because we have a high-quality team and a group of enthusiastic and dedicated property managers. We worked hard, worked diligently, coordinated all parties, served well, and completed the tasks assigned by leaders at all levels. Details are as follows:

First, standardize behavior, strengthen internal management and improve the quality of self-construction.

1, an employee of the dress management office, listed for work;

2. To serve residents and customers according to the requirements of the central procedures, execute working procedures such as being polite to others, resolving contradictions, serving with a smile, and praising in time;

3. Employees should go to work on time, and attendance and leave should be approved by the team and supervisor;

4. The staff has a clear division of labor, the work content is implemented to people, and they are familiar with job responsibilities, work standards and work processes.

Second, standardize services.

1, carefully write the work log, file it and record it clearly;

2. Establish a daily cleaning and maintenance checklist and implement the handover work log;

3. The customer service team holds a weekly meeting every Tuesday afternoon to summarize, comment and summarize the tasks completed in the previous stage on the basis of the employee's report, and at the same time arrange new tasks, publicize the provisions of the regular meeting of the center, put forward clear requirements, and report to the supervisor and ask for instructions in time;

4. Monthly statistics of home phone calls and visits. 2,385 calls were received, of which x were consulted by residents, x were suggested, x were complained by residents, x were public maintenance, x were on-site maintenance, x were other services and x were praised.

5. handle x community id access cards, x car cards and x non-motor vehicles;

6, establish and improve the file management system, all kinds of data and other documents collected are classified and filed completely, with a search directory and a * * * X box. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.

Third, housing management is meticulous.

Deal with the problems of house repair and public * * * area repair in time. In half a year, the number of on-site maintenance services is as high as X pieces, and the number of public * * * areas is X pieces. There is a large amount of maintenance in the community and few technicians, which requires comprehensive technicians, but also undertakes night maintenance and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master xx always carries a ladder on one shoulder and rides a bike on the other. From one house to another, he always smiles warmly and carefully explains and publicizes maintenance knowledge. Master Wang Xuelin "violated the rules" again and again to cooperate with the owners to buy materials (we generally require the owners to prepare their own materials), and rode a battery car to the building materials market to find supporting materials. He never applied for tolls and labor fees. In the busy maintenance work, he shared a part of xx's maintenance work, running on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.

Fourth, the management and maintenance of houses.

1. For the house being renovated, we strictly follow the house decoration regulations, urge the householder to decorate it according to the regulations, and apply for and decorate personnel to implement ab card management to prevent irregularities.

2. The management office has taken several ways to help residents solve their problems, such as the water leakage of the owner's house in the renovated community. On the one hand, the report is handled by the school, on the other hand, it is reported to the school construction center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation for verb) Maintenance of daily facilities

Establish a maintenance patrol system, maintain the daily facilities and equipment in public areas, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely check and maintain the water supply and power supply system, eliminate potential safety hazards, and report to the school for preparation in a timely manner.

Sixth, standardize the cleaning service process to meet the requirements of cleanliness and comfort.

Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the responsibility system for the area, implement the personnel, posts and work contents, and regularly check the system every week, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.

Seven, greening work

Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping workers insist on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.

Eight, detailed and clear account management

According to the classification rules of finance, every incoming and outgoing account is recorded in the account in different categories. At the same time, carefully verify the records of receipts, money and tickets, do a good job in bill management, and hand in and collect them in time. In just X months, X receipts have been collected, X receipts have been handed in, X receipts are being used, and X receipts have been kept. The cash payment * * * is: xx yuan, including xx yuan for card handling, xx yuan for maintenance, xx yuan for self-paid property management, xx yuan for management fee and xx yuan for garbage removal. Salary minus X month property fee: xx yuan. So far, there has been no disappearance, false report or wrong payment.

Nine, publicity and cultural work

Unite and cooperate, * * * with progress, carry out criticism and self-criticism, build a harmonious, civilized, united and innovative team, improve the quality of property service, publicize the service concept of the property and the center, ensure smooth communication channels, adhere to the correct service concept (reasonable or unreasonable), and provide the owners with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management.

Regular natural gas recharge service x times a month, providing services for xx owners for half a year, during which money, cards and tickets were error-free, and established a good reputation among residents. Many times, I found wallets, clothes, bicycles, battery cars and so on. For the residents, so I was well received by the residents, helping the owners to contact domestic services such as hourly workers, household appliances, unlocking and other paid services. Provide an entertainment environment for owners to play the piano and sing songs, and close the relationship with residents. Xiyuan Property actively responds to and participates in the cultural life of the group, organizes entertainment activities such as singing and dancing, and is currently actively preparing for the "XX Spring Festival Song and Dance Festival".

Ten, owner satisfaction is the ultimate goal of property management services.

In this survey, a total of * * X questionnaires were distributed and x questionnaires were recovered. The overall satisfaction with property management is, of which customer service satisfaction is, cleaning satisfaction is, and maintenance satisfaction is.

After x months of work, I am familiar with the workflow of grass-roots management, and I can basically combine what I have learned with practice to form my own work style and have a deeper understanding of the central concept. I feel more and more sincere at work, which may bring me some troubles in the short term, but in the long run, the effect is obvious. Honesty itself is the greatest respect for property leaders, colleagues and residents. Only by being honest with others can we get real understanding and support. "A gentleman pays for his pains, and heaven rewards his diligence". Our owners belong to high-quality knowledge groups. With the deepening of their understanding of property management and the improvement of their attention, it is inevitable to improve the transparency of management and make the property management behavior more standardized. Therefore, honesty is not just a slogan, but a prerequisite for our development and survival.

These X months' work also exposed its own problems and defects, such as weak equipment management and lack of communication with the upper level, which need to be improved and studied in the future work. At the same time, I hope I can have the opportunity to study in a more mature community, master more skills, improve my professional level, and have more horizontal contacts with my peers.

The new year is coming, and I am determined to put more time and enthusiasm into my post, complete all the work assigned by my superiors and live up to their expectations. I hope everyone in our team will cherish the harmonious atmosphere together, create more surprises and transcendence, give full play to the team spirit, take "no complaints from residents, no defects in service, no blind spots in management and no hidden dangers in engineering" as the working goal, let our xx property sneak into the hearts of residents and work hard for the arrival of the New Year! "xx property, come on!"

Annual work summary, residential property manager, 20xx years, with the strong support of company leaders and the unity and cooperation of all departments, and the hard work of department employees, the customer service department earnestly studied the basic knowledge and job responsibilities of property management, warmly received the owners, actively completed various tasks assigned by the leaders, went through formalities in time, provided thoughtful services, and made every effort to provide business services such as repair service, complaint and return visit. The collection rate of property fees has improved, and all the goals and plans formulated at the beginning of the year have been successfully completed.

The following is the completion and analysis of important tasks in 20xx:

I. Daily reception work

Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.

Second, the information release work

This year, the customer service department sent various written notices to customers about xx times. Use WeChat and SMS to send a total of X copies of the notice, so as to make the notice timely, detailed, clear and accurate, and actively cooperate with the contents of the notice and do a good job in explaining it.

Third, the owner missed the project complaint handling work.

X copies of missing contact list for engineering maintenance were issued before 20xx * *, and the engineering department of the development company returned X copies of completed maintenance, with a completion rate of x%. X * * Submit X customer complaint information daily reports and X complaint handling forms. The engineering department of the development company has completed X repair receipts, and the owner complained that the repair rate was x%. The customer service department paid x return visits, with the return visit rate of x% and the satisfaction rate of engineering maintenance of x%.

Four, the basement flooding accident treatment work

The basement was flooded on xx, xx, xx, causing property losses to X's owner. Under the leadership of the company, the customer service department immediately contacted the owner and counted the damaged items for the owner. Afterwards, actively participate in the owner's negotiation, issue replacement items and offset compensation.

Verb (abbreviation of verb) Family service opinion survey

While completing their daily work, the staff of the customer service department actively walked into the owners' homes of residential quarters, collected opinions and suggestions from various customers on the property service process, and continuously improved the service quality and service level of property management in residential quarters. By the end of 20xx, the customer service department visited X households in the household survey of the owners of residential quarters and issued X property service opinion forms. According to the survey, the satisfaction rate of residential owners to the reception work of customer service department reached x%, the satisfaction rate of receiving telephone repair service reached x%, and the satisfaction rate of return visit reached x%.

Six, establish and improve the owner file work

X copies of the owner's file have been improved and updated, and the owner's electronic file has been continuously supplemented.

Seven, to assist government departments to complete the work.

Assist xx Street Police Station to conduct a general survey of the owners staying in the park. Certificate of change of social household registration of owner X in registered permanent residence.

VIII. Training and learning

Under the personal guidance of the manager of the property company, the customer service department conducted systematic training and learning from the most basic image establishment of customer service personnel, from the most basic concept of property management to the communication skills of property management personnel, to all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations. Property management circle. Department employees have grown from a team with insufficient ideological understanding and no passion for their work to a team full of expectations for the company and full of hope for the development of the industry and their own growth; Train departmental staff from a team with blank property management knowledge to a team with certain property management knowledge.

Summary of the annual work, a residential property manager recalled that the scene of applying for xx property customer service position at that time was like yesterday, but now I have changed from an ignorant student to a member of Ruihe who shoulders important work responsibilities, and I have become familiar with customer service work from strangers.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work.

The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports.

In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.

The following is my main work in the past year:

1. Archive and manage the owner's files as required, and track and update the changes in time;

2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form;

3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys;

4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback;

5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;

6. Data input and file arrangement. Seriously input and print the company's information documents and relevant meeting minutes, make forms and documents according to the work needs of various departments, and draft statements;

7, the replacement of old and new forms and put into use;

8. Complete other tasks assigned by superior leaders.

In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down.

In xx Property, I deeply realized the true meaning of professional and smiling service. 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 concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.

In this year's work, I deeply realized the importance of 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. Every day in Ruihe, I understand that the details cannot be neglected or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.

Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When this plan was unanimously approved by everyone, my heart was full of joy of success and passion for work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.

In the new year of 20xx, I will try my best to correct the shortcomings in my work in the past year and constantly improve myself, focusing on the following aspects:

1, consciously abide by the company's various management systems;

2. Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette;

3. Strengthen copywriting ability; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;

4. Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work;

5. 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;

Fortunately, I can join the excellent team of xx Property. The cultural concept and working atmosphere of the customer service department unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge and surpass myself in the new year's work and make greater progress with the company!

Annual work summary, for residential property managers, we should strengthen training and learning to improve their professional quality and overall management level; Strengthen the introduction of high-tech and high-potential talents, tap the internal technical potential through training, and discover, cultivate and reserve technical talents. Through building a property management practice base with Country Garden Property, we will select outstanding graduates and strengthen the construction of talent team.

In 20__, further innovate and improve the working mechanism and management mode, further strengthen the internal management level, continue to consolidate and improve the existing system, deepen the reform of the internal mechanism, try out the system of quota, posts, remuneration and fees, continue to implement the target responsibility system for community management, and seek benefits from management; Relying on urban construction and giving full play to our own advantages, we hope that on the basis of continuing to do a good job in vehicle management at the annual trade fair, we will further develop the new property management market as the key work, and promote the company's development and the economic situation to improve obviously.

Strengthen the construction of enterprise and community culture, continue to focus on the construction of enterprise culture and community culture in 20 years, continue to improve the company's website and quarterly magazine, strive to do a good job in community activities, take the in-depth expansion of enterprise culture and community culture construction as a breakthrough for our company to expand the service depth and improve the service quality, continue to promote the construction of party style and clean government and spiritual civilization, and continuously strengthen the property management of the community to enhance the market competitiveness.

Looking back on the development of the company, we deeply feel that every achievement we have made can not be separated from the careful training of the company's leaders, but every progress is saturated with the hard work and sweat of the company and all employees, and has been integrated into the spirit of teamwork and hard struggle. The company has given us good opportunities and space for development. We should seize the opportunity and work with peace of mind, so that the overall work in the past 20 years will reach a new level.