Preliminary property management plan (1)

1. Property analysis of XX project:

1. The property has a wide geographical scope and strong closedness

< p>　2. Those who purchase properties are of a higher level and belong to a cutting-edge customer group in the real estate market. They have high requirements for privacy and security in their residences and have considerable affordability for property consumption;

3. The purpose of purchasing property is complex, including residential requirements, office requirements, club requirements, etc.

4. Property management is a mixed management, including management of rivers and municipal roads, and customer private property management. Management of facilities and services.

2. Based on the above analysis, the following suggestions for the property management of the XX project are as follows:

1. It is recommended to implement two separations in cleaning management, namely, the cleaning work of rivers and municipal roads and the cleaning work for owners Cleaning services are provided separately. Because the cleaning work of rivers and municipal roads is of a public and social nature within the project area, its specific environmental sanitation standards and personnel quality requirements are different from those required to directly provide cleaning services to owners. Separate management is conducive to To reduce property management costs, if necessary, this part of the work can be subcontracted through the property company.

2. Highlight the two systems of property management, namely the emergency response system for emergencies and the butler-style service system for owners.

3. Daily services provided by property management:

1. Cleaning of rivers and protection of water quality (such as improving water quality by planting aquatic green plants, stocking fish according to seasons Enhance the landscape effect of the river;

2. Cleaning of municipal roads;

3. Cleaning of the owner’s courtyard environment (mainly focused on seasonal changes, such as dust accumulation caused by wind) or fallen leaves)?

4. 24-hour water and electricity maintenance;

5. Regular removal of household garbage;

6. Water, electricity, Routine care and maintenance of gas and other equipment;

7. Planting and maintenance of greening within the project scope;

8. Collection and payment of the owner’s energy costs;

< p>9. Regular insecticide and rodent control of flowers and trees;

10. Application of community certificates such as temporary residence permits;

11. Management of owner’s courtyard files.

4. Property special service - housekeeper service system:

1. Housekeeper service means that the housekeeper is responsible for leading security guards, cleaning staff, chefs, drivers, etc. to provide the owner with the most complete service possible. The housekeeping service proposed for the Yuhe project should be understood as providing as many services as possible to the owners through the efforts of the property housekeepers, and solving the needs of the owners in terms of life, travel, etc. at any time

2. Housekeeping. It is recommended that 2 to 3 people be dedicated 24 hours a day to take care of the service requirements that may be raised by three to four owners at any time. Owners’ needs are only directed to the responsible steward, who will be responsible for solving the problems raised by the owners as much as possible; any All services provided to owners must be accompanied by a property manager. In this way, a dedicated person will be responsible for the owner's requests, which avoids mutual pushback and improves the efficiency of problem-solving. At the same time, various services for owners are also led by the property manager. Accompaniment increases the owner's sense of identification with the property management personnel and avoids the unsafe factors brought to the owner by unfamiliar staff.

3. Contents of butler service:

A. Delivery of newspapers ordered by owners (newspapers need to be ironed, free of charge)?

B. Lead the staff to complete the housekeeping service requirements proposed by the owner (paid)

Indoor cleaning

Moving and moving

Flooring , Carpet cleaning and maintenance

Collection of washing, repairing and ironing of clothes

Indoor flower arrangement and decoration

Purchasing of daily necessities

Vehicles Cleaning service

Home care management

Pet care management

C. Provide vehicle pick-up and delivery services for owners (paid and reservation required in advance)

5. Security management of XX project:

1. Daily work content of the security department:

24-hour duty at fixed security posts

24 hours Safety and fire inspection of mobile posts

Safety management of vehicle parking

Diversion management of road traffic and people flow during special periods

2. Facilities and equipment of the security department :

Central control room

Access control intercom system connected to the central control room

Image surveillance system

Electronic patrol system< /p>

Set up a smoke alarm system in a key part of the owner’s courtyard (kitchen)

Parking management system (if there are large-scale public parking spaces that need to be managed)

Security Equipment (walkie-talkies, fire extinguishers, batons, etc.)

3. Commissioned special services provided by the security department:

Ceremonial security

Short-distance security (mainly for owners Protecting people safely when going out with valuables)

(The above two services need to be accompanied by a property manager and are paid items)

6. Emergency response system for emergencies Establish

The safety of the owner's property is the key to property management of this project. In addition to providing general security methods, a linkage system should also be established to ensure that when emergencies occur, the development of the situation can be controlled in a timely manner and the owner's Losses are reduced. The emergency response system process is as follows:

1. In the event of an emergency, the owner will alert the central control room through the access control intercom system (or directly contact the property manager);

2. Central After receiving the alarm, the control room notifies the property manager, area patrol security, and backup security to rush to the scene to control the situation from continuing to develop;

3. The property manager reports the scene situation to the property manager on duty;

4. The property manager decides whether to call the police (110, 119, 120, 999, etc.) based on the property steward’s report on the on-site situation.

Preliminary property management plan (2)

The customer service department of the company's early-stage station project:

In order to effectively carry out on-site property management services, realize the proceduralization of management work and standardization of service work, and implement the brand strategy. In accordance with relevant laws, regulations and property management-related documents, an interim plan for the implementation of property management services for early-stage stationed projects has been formulated.

1. The overall goal is to implement standardized management and ensure service quality.

2. Clarify the property management structure and related job responsibilities of the early-stage stationed projects

1. Clarify the property management structure of the early-stage stationed projects

The company’s responsibility for the early-stage stationed projects The project property management implements a dedicated person responsibility system, and unified standards are used to vertically manage the customer service departments of the early-stage stationed projects. At the same time, the service quality supervision and guarantee system is improved, that is, the early-stage stationed project quality assurance department is established, and the inspectors follow the "Preliminary Stationed Projects" Implement effective supervision and management through the Interim Plan for the Implementation of Property Management Services for Point Projects and the Employee Handbook.

2. Establish and improve job responsibilities related to early-stage station projects.

3. Establish and improve standardized work processes and service standards

(1) Clarify the work plan of the customer service department

Standards: The property consultants stationed in the early stage of the project Implement a weekly work written report system.

1. Submit this week’s project work report before 17:00 every Friday afternoon

The report content includes: number of signed households, number of unsigned households, analysis of existing problems and causes, Customer opinions and demand analysis, work improvement opinions, development and construction unit work dynamics, project site situation introduction, etc.

2. Submit written reports on on-site construction progress and project progress records every month

The report content includes: project progress, analysis of existing problems and causes, work improvement opinions, development Work dynamics of construction units.

3. Next week’s work plan and focus.

4. Reasonable suggestions and opinions

5. Others

(2) Clarify the work plan for the weekly meeting system of the project leaders in the early stage

1. Weekly meetings to report on the preliminary work of each department and propose work plans and priorities for next week

2. Research and analyze the work reports of each department

3. Research Analyze new developments in property management

4. Implement training and communication

5. Research and analyze service quality reports

6. Others

( 3) Establish and improve the property service quality supervision and assurance system for early-stage stationed projects

1. Establish a quality assurance department for early-stage stationed projects and determine quality supervisors

2. Clarify work procedures< /p>

a. Inspectors shall conduct supervision and inspections on-site at each department at least twice a day, record the facts, and correct on-site irregularities.

The inspection content mainly includes: hospitality, grooming, dining, labor discipline, on-site order maintenance, cleanliness, etiquette, etc. Standards are implemented in accordance with the provisions of the "Employee Handbook"

Inspectors submit written reports and analysis and improvement suggestions every week before 17:00 pm

b. Monthly inspectors write written surveys to the on-site supervisor of the sales department and direct on-site contact persons, and analyze and study relevant data at the same time

The specific investigation content is attached with the XX Property Company's preliminary project service quality survey form

The inspector shall submit a written document before the end of each month Reporting and Analysis Improvement Opinions

c. Every quarter, the person in charge of the project stationed in the early stage shall write a written survey on the legal person or direct person in charge of the development and construction unit, ( ) and conduct research and analysis on the relevant data at the same time.

For the specific investigation content, please attach the XX Property Company’s early-stage project service quality survey form

The person in charge of the early-stage project shall submit a written report or the person directly responsible at the first regular meeting of each month. At the same time, report to the company office meeting.

(4) Coordinate various project development and construction units to establish a customer reporting system

1. Develop a standardized contact letter system

2. Establish and standardize a regular meeting system< /p>

3. Assist in establishing a customer contact reporting system.

IV. Establish a long-term improvement mechanism

1. Establish a property management service research institution for early-stage projects

2. The current main tasks of the research institution< /p>

a. Research and summarize the project opening order implementation plan

b. Develop and improve the job responsibilities, on-site management system, and employee handbook of early-stage project leaders, property consultants and related personnel wait.

c. Compile general teaching materials for property management service training

d. Plan to prepare property management plans for each project

e. Effectively implement the image planning system< /p>

f. Plan to implement internal training for property management employees of each building

g. Do a good job in researching new technologies, new materials, and new solutions.

Preliminary property management plan (3)

1. Preparatory work for property management

(1) Management personnel, plumbers, and security personnel should intervene early Understand the drawings, familiarize yourself with the house structure, performance, water and electricity pipeline layout, intelligent security monitoring system and other management matters that should be paid attention to, strengthen training, lay the foundation for future improvements, maintenance, repairs, value preservation, and value addition, and solve the worries of the owners.

(2) Establish and organize detailed information about the building, organize equipment files, information files and owner information, so that the files are complete and managed in an orderly manner.

(3) Formulate the "Community Owners Convention", "Management Office Job Responsibilities", and employee rules and regulations based on relevant documents and the characteristics of the residential buildings in this community.

(4) Develop detailed equipment, facility maintenance, house maintenance plans and inspection systems, "Inspection Plan for Water and Electricity Facilities and Equipment", "Public Lighting Maintenance Plan", "Monitoring and Fire Protection System" Maintenance Plan" etc.

(5) Standardize the daily management work of each department, conduct personnel deployment and job training, all employees must be in place within one month, and provide on-site training based on project management characteristics to improve practical quality.

2. Daily management services after takeover

(1) Set up a reception desk, with full-time staff to receive residents during the day, handle public affairs within the service scope, and accept applications Resident inquiries and complaints. The service adheres to the "twelve-word policy" (ie, politeness, enthusiasm, friendliness, optimism, initiative, and equality).

(2) Security work:

1. Security personnel should be uniformly and neatly dressed and treat others with courtesy and enthusiasm.

2. Security shift system: implement 24-hour duty and inspection.

3. The entry and exit management of doormen must be strict, visiting vehicles must be registered, and the relocation of goods must be certified by the owner.

4. Give full play to the community’s 24-hour TV monitoring system, TV split lens monitoring system, and electronically controlled anti-theft locks at the entrance to the home, and do a good job in intelligent management of the community.

5. Do a good job in fire protection, establish a fire prevention and anti-theft responsibility system, and regularly inspect fire-fighting equipment.

6. Establish a fire safety system and carry out fire protection knowledge publicity and education activities.

7. Equipped with fire protection system facilities and equipment, which can be activated at any time.

8. There are obvious signs at the entrances and exits of the community, and each group, building, unit (door), and household has obvious signs, and there is an emergency plan for fire.

9. Strengthen contact with municipal security and nearby police stations, establish joint defense, and jointly maintain the safety of the building area to create a good public security environment.

10. Vehicles receive and receive cards and are directed by security guards to enter the garage and parking lot. Outside vehicles are not allowed to enter the area without permission. Special personnel are assigned to manage bicycles, motorcycles and electric vehicles.

(3) In order to ensure the public order in the community and the safety of life and property of all owners, in accordance with the "Penalty Regulations of the People's Republic of China on Public Security Management Companies", these regulations are specially formulated:

1. Each owner (resident) should truthfully fill in the information of all permanent residents in the "Owner Check-in Registration Form" and leave emergency contact information;

2. Public *** in the community The management company is responsible for maintaining public order in the area. The management company staff and security personnel have the right to inspect and correct violations of community management regulations; the owner or user is responsible for the safety of the house;

3. This community implements a quasi-closed security management method. The management company’s security personnel are on duty 24 hours a day. Owners (residents) should actively cooperate with the management company to prevent security incidents in various industries;

4 , Each owner (resident) shall not store flammable, explosive, highly toxic or radioactive materials in violation of regulations, and shall not use the house to engage in activities that endanger the interests of the public or infringe upon the legitimate rights and interests of others;

5. In order to protect the interests of the owners, any individual who leaves the community with boxes, packing boxes and large items must fill in the "Item Relocation Registration Form" in advance and obtain the management company's verification and approval (house users must obtain the owner's signature and consent) before leaving;

6. Residents who want to move out of the community should notify the management company in advance and fill out the "Item Relocation Registration Form". They can only leave the community after the owner's signature and approval and verification by the management company;

(4) Environmental sanitation and greening work:

1. In public health areas, full-time hygienists are assigned to ensure that garbage is cleared daily, corridors are cleaned once every 3 days, and stair handrails are scrubbed once every 3 days; ** *Clean the glass in used parts once a quarter; clean street lights and corridor lights once every six months, and promptly remove water and snow from the main roads in the community.

2. Trash bins are set up according to each building in the living area. Garbage is bagged, stacked at fixed points, and cleared regularly.

3. Keep the most used parts of the house clean for the second time, and clean up regularly any signs of random stickers, graffiti, unauthorized occupation and stacking of debris.

4. Carry out secondary water supply sanitary inspections, clean them regularly, and prepare water quality inspection reports; public rain and sewage pipes should be dredged once a year; inspected once a quarter, and cleaned in a timely manner ; The septic tank should be inspected every six months and cleaned once a year.

5. Hire full-time gardeners to carefully maintain and repair the greening in the community. According to different varieties, different customs, different seasons and different growth periods of greening, different maintenance priorities should be determined in a timely manner and different plans should be formulated. Maintenance plan provides an elegant environment for the community.

(5) Environmental and Hygiene Management Regulations

In order to keep the community clean and tidy and create a safe, civilized, elegant and comfortable living environment for all owners, the following regulations are formulated:

1. Garbage bag management is implemented in this residential area. When dumping garbage, each owner (resident) should tie the mouth of the garbage bag and put it into the trash can in front of the building.

2. Spitting, littering, debris, sewage and open defecation are not allowed in any public places in this residential area.

3. Do not throw garbage, vegetable leaves, cloth scraps, plastic bags, waste paper, hard shells and other debris into the sewer. If improper use causes blockage or damage, the owner (resident) should Notify the management company promptly for processing and bear the corresponding costs.

4. No graffiti or graffiti is allowed in any public place in the residential area. Violators shall be responsible for the cost of painting and updating. If the crime is committed by children, the parents shall be responsible.

5. Anyone who posts or distributes advertisements, slogans, or flyers indiscriminately in public places will not only be ordered to clean up the site within a time limit and restore it to its original state, but also hold the relevant parties accountable depending on the circumstances.

6. Pet owners (residents) should abide by relevant regulations and properly manage their pets. They are not allowed to howl loudly or urinate or defecate in public places.

7. Keep the community quiet and do not make noise during rest hours (12.00-14.00, 19.00-8.00).

8. Care for the greening of the community, do not trample on the grass, climb or break flowers and trees, and do not dry clothes in public places

(6) Strengthen the follow-up management of secondary decoration, and the owners’ committee assists the management office Sign an agreement with the owner on the relevant regulations for secondary decoration, check it once a day, coordinate the neighborhood relationship, guide the owner to decorate according to the regulations, and jointly protect the quality of the house.

(7) Actively carry out convenience services, establish hotlines for the convenience of owners, and provide owners with intermediary phone numbers to facilitate owners to purchase air tickets, hire nannies, hire part-time workers, etc.

(8) According to the situation of the community, we should greet you with a smile, be warm and considerate, provide civilized services, and make every effort to satisfy the owners.

3. Community Vehicle Management Regulations

1. Consciously abide by the community traffic management regulations, protect roads and public facilities, and do not park and park randomly;

2. When driving and parking vehicles in the management area, pay attention to the prescribed safe distances in the front, rear, left and right;

3. The vehicle administrator should remind the vehicle owner to lock the door after parking the vehicle, adjust the anti-theft system to the alert state, and keep valuables in the vehicle It should be taken with you;

4. Motor vehicles must not exceed 5 kilometers per hour when driving in the property area. Overtaking is strictly prohibited, and motor vehicles are prohibited from honking within the property area;

5. No It is allowed to test drive, repair and practice cars anywhere in the community;

6. It is not allowed to roll over the green grass to damage the road surface, damage road signs and various signs. If there is any damage, compensation shall be based on the price;

7. It is not allowed to park vehicles on sidewalks, roadways, or fire escapes (motor vehicles can only be parked in designated parking spaces in parking lots, and non-motor vehicles must be parked in dedicated venues (except fire trucks, police cars, and ambulances) );

8. Do not damage public facilities such as fire protection, communications, electrical appliances, water supply, etc. in the parking lot;

9. Keep the parking space clean, and do not throw away debris and garbage from the car If there is oil or water leakage on the ground, the car owner should deal with it immediately

4. Management model

(1) Management method to be adopted

Service quality. It is the foundation for the survival of an enterprise. The management office must implement the following standards: no gaps in management, standard service, feedback on complaints, time limit for service, non-compliance in assessment, strong rewards and punishments, and sincere opinions. To improve property management, we must give full play to it. The community as a whole has worked hard to form a "first-class construction" mechanism that closely links property management enterprises, owners' committees, community neighborhood committees, public security police stations and other departments.

(2) Management office organization structure

< p>　1. Office:

(1) Responsible for daily affairs, collecting and delivering newspapers and letters

(2) Inspecting buildings and greening maintenance and cleaning

(3) Coordinate and handle neighbor relations

2. Engineering Department:

(1) Responsible for housing quality inspection

(2) Establish equipment and facilities maintenance plan< /p>

(3) Do daily maintenance work

3. Finance Department:

(1) Manage and use finance well

( 2) Responsible for the daily collection of management fees, rents, collection fees, etc.

(3) Central purchase of daily maintenance equipment and distribution of equipment

4. Security Department:

( 1) Select security guards, train them well, and manage security well

(2) Strengthen fire inspections, prevent fire and theft, and maintain good public order in the community

(3) Establish a network with the street Public security and strengthening the safety of the surrounding environment

(3) Allocation of management personnel

1. One project manager, fully responsible for the daily management of the community.

2. Four property managers and customer service staff, responsible for building inspection services and charges.

3. 6 plumbers and electricians, responsible for daily water, electricity and engineering maintenance in the community.

4. There are 20 cleaning workers, responsible for the public health of the community and full-time cleaning.

5. Two greening workers are responsible for the daily maintenance of greening in the community.

6. There are 14 security guards on duty 24 hours a day.

5. Property management service commitment

Our company will take "people-oriented, scientific management, act in accordance with the law, and sincere service" as its purpose. In addition to adopting past successful experience in the management of this community , will make new attempts in the following aspects: We will introduce system engineering methods and technologies, improve the level of integrated management, and adopt advanced management methods such as plan target management, total quality management, supervision, management and coordination management.

According to the requirements of the service industry in the ISO9001:2000 quality management and quality assurance international standards, we explore and gradually embark on the road of property management standardization; we always emphasize serving owners (residents) as the focus of management.