Because of the change of investment location, direction, merger, bankruptcy and other reasons, office building customer changes occur from time to time, the inherent customer requirements for office space rearrangement, increase or decrease in the area, change the configuration of equipment and services often exist. Therefore, in order to attract the recruitment and retention of customers, office marketing services is a very important regular work, otherwise, it will not be able to ensure a higher rental and sales rate, affecting the revenue of the office property.
This should be a specialized marketing staff in the office building or set up a special office office, market research, take the initiative to look for target customers, customers have been solicited on the use of the property, try to meet the requirements of all aspects of the customer to ensure that the property to maintain a higher rate of rent and sale.
Two, business center services and management
Large office buildings, office agencies, busy business, generally provide a variety of business services business center (similar to large hotels, hotels).
1, business center equipment configuration
Business center must be equipped with the main equipment and supplies in English and Chinese processing machines, printers, fax machines, typewriters, computers, binding machines, plastic sealing machines, dictation recorders, television, telephones, film and television equipment, projectors and screens, video cameras and other office supplies. Business center equipment can be equipped according to the addition of service projects and additions.
The normal use and maintenance of business center equipment is to provide good service guarantee. Business center personnel in the use of the process should be strictly in accordance with the normal operating procedures for operation, regular maintenance of the equipment necessary, once the equipment failure, should be repaired by professional personnel.
2, business center work requirements and work procedures
Business center service is a small area, multi-project direct service. The evaluation of the guests on the service quality of the business center is based on the thoughtfulness and quickness of the service as the starting point. To achieve courteous and quick service, we must rely on experienced staff and a set of sound working procedures.
(1) Work requirements. The business center staff requirements are: ① fluent foreign language listening, reading and writing ability; ② skilled typing ability in Chinese and English; ③ skilled operation of a variety of equipment ability; ④ familiar with business information knowledge; ⑤ familiar with secretarial work knowledge; ⑥ with basic equipment cleaning and maintenance knowledge.
(2) Work program. ①Pre-service: understand the customer service items, service time and service requirements; explain the charges to the customer, issue a charge notice
and collect a certain percentage of the deposit. ② service: the principle of accuracy, speed, according to the guest service requirements on time, accurate completion of the service. ③ After service: After completing the services required by the guests, fill in the "Business Center Expense Receipt Sheet" and guide or accompany the guests
to the Finance Department to settle the bill. Business Center Expense Receipt Sheet" is in triplicate, one copy
to the Finance Department, one copy to the guest, and one copy to be filed by the Business Center.
The main object of the business center is the guests, and sometimes the internal staff of the office building also need to use the equipment in the business center for their work, so the signing procedure of the business center is formulated for this purpose;
The internal staff of the office building use the equipment in the business center for their work; before using the equipment, it must be agreed by the manager of the department in which the staff is working. Must fill in the "business center equipment use application form" on the reason, content, use time and approval of the person, in the premise of not affecting the guests to provide services to use. After use, it must be signed on the "Expense Settlement Form".
3, business center services
Office building customers with different types of business, their own office conditions are different, the business center's service scope requirements are different. More complete business center services include:
l Translation services, including documents, contracts, etc.;
l Secretary services, including all types of document processing;
l Office system automation services;
l A full range of office equipment and staffing services;
l Temporary office rental services;
l Long-distance call
l Long distance call, fax, telecommunication services;
l Business meeting and conference arrangement services;
l Business consulting and business information inquiry services;
l Custodianship, forwarding faxes, letters, etc. during the time when the customer is away from home;
l Postal services, such as mails, parcels and express delivery services;
l Computer, television, video, camera, slide show, beeper, cell phone rental services;
l Rental services, etc.
l Newspaper and magazine subscription services;
l Customer telecommunication equipment handling and installation services;
l Printing services such as documents and business cards;
l Batch issuance of business letters;
l Newspaper clipping services;
l Secretarial training services.
Third, front desk services
Small office building front desk only provides basic information answers, guidance services, large office building front desk services are more, mainly including:
l enquiry and message services, key distribution services;
l letter and newspaper receiving and dispatching, sorting, delivery services;
l personal baggage handling, storage services.
l Personal baggage handling and storage services;
l Taxi booking services;
l Tourism arrangement services;
l Airline ticket ordering and confirmation;
l National and worldwide hotel reservation services;
l Catering, cultural and sports program ticketing arrangements;
l Recreational and cultural activities arrangement and organization services;
l Foreign currency exchange and magnetic card sales services. Foreign currency exchange, sale of magnetic cards, sale of meal coupons;
l flowers on behalf of the purchase, delivery services;
l laundry, clothing delivery services;
l purchase cleaning items on behalf of the service;
l to provide the company's "aunty" service;
l a variety of other commissioned on behalf of the service.
Some of the office building repair point is also located in the front desk, convenient for customers to report repairs.
Four, facilities and equipment management
Office building facilities and equipment management should do the following work:
1, equipment management
(1) the establishment of equipment files. Do a good job of the office building equipment acceptance documents and information archives, the establishment of equipment registration card.
(2) Improve the structure of the Engineering Department.
(3) The establishment of each department, each type of job responsibility system.
(4) Grasp the planning and control of the link of material purchase, supply and consumption, open source and reduce expenditure.
(5) Develop the maintenance and repair system of equipment.
(6) Establish a regulatory system to supervise and inspect the work of special repair and maintenance responsibility companies and individuals.
2, repair and maintenance
(1) repair (two types of repair: self-inspection repair, customer repair) and maintenance procedures.
(2) maintenance of equipment. Generally can establish a three-tier maintenance system: daily maintenance (also known as routine maintenance); a maintenance; secondary maintenance.
(3) equipment repair.
For the maintenance of equipment control, the key is to grasp the development of maintenance plans and maintenance system.
The preparation of the maintenance plan should pay attention to: ① whether the preparation of the plan according to the classification of equipment. ② maintenance cycle is scientific (cycle refers to the working time between two major repairs). ③ maintenance method is appropriate.
General maintenance methods are: ① mandatory maintenance method. That is, regardless of the technical condition of the equipment, according to the plan for regular maintenance. ② regular maintenance method. That is, according to the technical performance of the equipment and requirements, the development of maintenance cycles, regular maintenance. ③ diagnostic maintenance method. That is, according to the report of the use of the department and provide technical information, equipment inspection and diagnosis, to determine the items or components to be repaired, and then repair. ④ Comprehensive maintenance. That is, when there is serious wear and tear, damage or failure of the equipment, the main body and components of the comprehensive repair (overhaul).
Establishment of equipment maintenance system is mainly equipment maintenance system and repair reporting system.
(4) the renewal of equipment. The key here is to grasp the timing of the renewal and reconstruction, the development of practical renewal and reconstruction program.
I, security and fire management
1, security management
(1) the implementation of the basic principles of security management is: ① guests first, service first. ② Prevention first. ③ Who is in charge, who is responsible. ④Group prevention and control, internal and external tightening.
(2) the establishment of the security department of the organization.
(3) the development of strict security rules and regulations, clear job responsibilities of various types of personnel in the department.
(4) Strengthen the security. Mainly to strengthen security measures, equipped with specialized security personnel and security equipment (alarm devices, portal password opening device, closed-circuit television monitors, etc.), to strengthen the office building internal and peripheral security patrols, to strengthen the parking lot security and traffic command. Prevent man-made disruption of law and order, to eliminate all kinds of possible accidents.
2, fire
(1) the guiding ideology of fire prevention is: prevention-oriented, publicity first, prevention and elimination of combinations.
(2) the general office building fire fighting system are: ① dry fire fighting system: automatic alarm system, linkage of the total control panel, BTM gas fire extinguishing system. ② wet fire system: automatic sprinkler system, hydrant system (fire pump). ③ Fire-fighting linkage mechanism: function and linkage test of fire-fighting air supply and smoke exhaust fan; function and linkage test of air system fresh fan and exhaust machine; function test of fire-fighting elevator. ④ fire alarm system: automatic alarm system (including temperature-sensitive fire alarm, smoke-sensitive fire alarm, light-sensitive fire alarm), manual alarm system (including electric bell alarm, broken glass alarm, emergency telephone alarm) .
(3) fire work: ① fire publicity. Publicity in the form of: fire training, the use of slogans or signs for publicity, the distribution of fire instructions (fire manual). The contents of the publicity are: the principles of fire prevention, fire prevention regulations, fire prevention instructions. ② The establishment of three-level fire prevention organization, and the establishment of the corresponding fire prevention responsibility: management company general manager, department manager, team leader. ③ Decompose the fire prevention responsibility to each owner and tenant unit. Each owner and tenant should be responsible for the fire prevention of their own property. ④ Clarify the duties of the person responsible for fire prevention, and formulate a fire prevention system in accordance with the provisions of the Fire Prevention Regulations of the People's Republic of China*** and the State of China. ⑤ Organize and arrange fire prevention inspections on a regular basis, and issue fire prevention and rectification notices based on the identified fire hazards and rectify them within a time limit. (6) Formulate fire prevention measures to prevent fire accidents from the system. (7) Equipped with necessary and complete fire fighting equipment and facilities. (8) Mobilize everyone to eliminate fire signs and hidden dangers in a timely manner. ⑨ establish self-prevention, self-help organizations. Including: the establishment of voluntary fire department; the establishment of full-time fire department; grasp the fire training, the annual organization of the office building all staff fire drills. ⑩ clear fire emergency evacuation procedures. Do a good job in preparation for evacuation, personnel evacuation is the main priority, transfer of dangerous goods, rescue valuable property in the rear. (11) Establish fire fighting files. (12) the development of fire extinguishing programs and key areas of the defense program, each room to install a fire walking fire schematic.
Two, cleaning and sanitation management
Cleaning is an important symbol of the level of management of the office building, but also the need for maintenance of buildings and equipment. The focus of daily cleaning work is reflected in:
(1) the development of perfect cleaning rules, set out the need to clean the place, materials, the number of times required, inspection methods, etc., and strictly enforced.
(2) The development of the responsibility system for each position in the department.
(3) Establishment of the inspection system of hygiene and cleanliness. (1) regular inspection method (see and report, fixed-point inspection, paddling book registration); (2) daily spot checks; (3) will inspect the system; (4) edible water quality and sewage treatment inspection.
(4) keep the building public **** place clean. Such as lobbies, restrooms, public walkways.
(5) Provide comprehensive cleaning and sanitation landscaping services.
Building maintenance and parking management of office buildings can be found in the relevant chapters. In addition to the above management and service work, the coordination of office buildings and customers and the community's relationship is also an important part of good office building management