Analysis:
Property management knowledge-daily work content of office building management
Author: Hill
The characteristics and use requirements of office buildings determine the work content and focus of daily management of office buildings, mainly in the following aspects:
First, marketing promotion
Because of the profitable (commercial) characteristics of office buildings, marketing promotion is a regular management work. Nowadays, except for a small part of the writing building for personal use, most of it is used for sale and rental (mainly for rent). The overall image design, publicity and promotion, division, layout and upgrading of office space, market analysis and research, contact with rent-and-purchase customers, negotiation and signing, acceptance and handling of customer complaints and demands, coordination of the relationship between customers and managers, and organizing customers to participate in various networking activities aimed at connecting feelings all belong to the marketing and promotion work of office buildings.
Due to the change of investment location and direction, merger, bankruptcy and other reasons, office customers change from time to time, and the inherent requirements of customers for office space rearrangement, area increase and decrease, equipment configuration, service change and so on often exist. Therefore, in order to attract and retain customers, the marketing service of office buildings is a very important and regular work, otherwise, it will not be able to guarantee a high rental-sales ratio and affect the income of office buildings.
In this respect, it is necessary to have special marketing personnel to work at the front desk of the office building or set up a special office to conduct market research, actively seek target customers, solicit the opinions of existing customers on the use of the property, try their best to meet the requirements of customers in all aspects, and ensure that the property maintains a high rental-to-sales ratio.
Second, the service and management of the business center
A business center with concentrated office and busy business (similar to a large hotel or guesthouse) generally provides various business services.
1. Equipment configuration of business center
The main equipment and supplies to be equipped in the business center include Chinese and English processors, printers, fax machines, typewriters, computers, binding machines, plastic packaging machines, dictation recorders, televisions, telephones, film and television equipment, projectors, screens, cameras and other office supplies. The equipment of the business center can be increased according to the increase of service items.
The normal use and maintenance of business center equipment is the guarantee to provide good service. Business center personnel should operate in strict accordance with normal operating procedures during use, and regularly carry out necessary maintenance of equipment. Once the equipment breaks down, it should be repaired by professionals.
2. Work requirements and processes of the business center
Business center service is a direct service for small areas and multiple projects. Guests' evaluation of the service quality of the business center is based on thoughtful and efficient service. To achieve thoughtful and efficient service, we must rely on experienced employees and a set of perfect working procedures.
(1) Work requirements. The requirements for business center staff are: ① fluent foreign language listening, speaking, reading and writing skills; ② Proficient in Chinese and English typing; (3) the ability to operate all kinds of equipment skillfully; Familiar with business information knowledge; ⑤ Familiar with secretarial knowledge; ⑥ Have basic knowledge of equipment cleaning and maintenance.
(2) Working procedures. ① Before service: Understand the service items, service time and service requirements required by customers; Explain the charges to customers and issue a charge notice.
And charge a certain percentage of the deposit. ② In terms of service: based on the principle of accuracy and quickness, the service is completed on time and accurately according to the requirements of guest service. ③ After-sales service: After completing the service required by the guests, fill in the business center expense receipt form to guide or accompany the guests.
People go to the finance department to check out. Business center fee receipt in triplicate, one of which.
Give it to the finance department, one for the guests and one for the business center.
The main object of the business center is the guests, and sometimes the staff of the office building will use the equipment of the business center because of their work, so the signing procedure of the business center is formulated;
Business center office staff must use equipment because of work needs; Before use, it must be approved by the department manager of the employee. On the premise of not affecting the service provided to guests, the reason, content, use time and approver must be filled in the Application Form for the Use of Equipment in Business Center. After using it, you must sign the expense sheet.
3. Business center services
Office customers with different business types and their own office conditions have different requirements for the service scope of the business center. The services provided by a relatively complete business center include:
Translation services, including documents and contracts;
Secretarial services, including all kinds of document processing;
L office system automation services;
L full set of office equipment and staffing services;
L temporary office rental service;
L Long-distance telephone, fax and telecommunication services;
Business talks and meeting arrangement services;
L business consulting and business information inquiry services;
Save and forward faxes, letters, etc. During the absence of the customer;
L postal services such as mail, parcels and express delivery;
Computer, TV, video, camera, slide show, BP machine, mobile phone rental service, etc. ;
L Newspapers and magazine subscription services;
L customer telecom equipment agency and installation services;
L printing services such as documents and business cards;
L issue commercial letter services in batches;
L newspaper clipping service;
Secretary training services, etc.
Third, the front desk service
The front desk of small office buildings only provides basic inquiry and guidance services, while the front desk services of large office buildings are more, mainly including:
L Information service, message service and key distribution service;
L Receiving, sorting and delivering services for letters and newspapers;
L personal baggage handling and storage services;
L taxi reservation service;
L provide tourism activity arrangement services;
L air ticket booking and confirmation;
L Hotel reservation service in China and around the world;
L ticketing arrangements for catering, cultural and sports events;
Arrangements and organizational services for cultural and recreational activities;
L foreign currency exchange, selling magnetic cards and meal coupons;
L flower procurement and distribution services;
L laundry and clothes delivery services;
L purchase cleaning products and services;
L provide the company's "aunt" service;
Other various principal-agent services.
Some office building maintenance points are also located at the front desk to facilitate customer maintenance.
Fourth, facilities and equipment management
Office facilities and equipment management should mainly do the following work:
1, equipment management
(1) Create a device file. Do a good job of filing all kinds of equipment acceptance data in the office building, and establish equipment registration cards.
(2) Improve the structure of the engineering department.
(3) Establish the post responsibility system for each department and type of work.
(4) Pay special attention to the planning and control of material procurement, supply and consumption, and increase revenue and reduce expenditure.
(5) Establish equipment maintenance and repair system.
(6) Establish a supervision system to supervise and inspect the work of companies and individuals responsible for special maintenance.
2, repair and maintenance
(1) maintenance reports (two types of maintenance reports: self-inspection maintenance reports and customer maintenance reports) and maintenance procedures.
(2) Maintenance of equipment. Generally, a three-level maintenance system can be established: daily maintenance (also called daily maintenance); Primary maintenance; Secondary maintenance.
(3) Equipment maintenance.
For equipment maintenance control, the key is to make a maintenance plan and improve the maintenance system.
When making a maintenance plan, we should pay attention to: ① Whether to make a plan according to equipment classification. ② Whether the maintenance cycle is scientific (cycle refers to the working time between two overhauls). ③ Whether the maintenance method is proper.
General maintenance methods are: ① Compulsory maintenance method. That is, regardless of the technical condition of the equipment, it is regularly maintained as planned. ② Regular maintenance method. That is to say, according to the technical performance and requirements of the equipment, the maintenance cycle is formulated and overhauled regularly. ③ Diagnosis and maintenance methods. That is, according to the report of the user department and the technical data provided, the equipment is inspected and diagnosed, and the items or components that need maintenance are determined, and then maintenance is carried out. (4) Comprehensive maintenance. That is, when the equipment is seriously worn, damaged or fails, the main body and parts are completely repaired (overhauled).
The establishment of equipment maintenance system mainly includes equipment maintenance system and maintenance report system.
(4) Equipment update. The key here is to grasp the opportunity of transformation and make a feasible transformation plan.
I. Security and fire management
1, safety management
(1) The basic principles for implementing safety management are as follows: ① Guests are supreme and service is the first. (2) Prevention first. Who is in charge, who is in charge. (4) Combination of prevention and control, tight inside and loose outside.
(2) Establish the organization of the security department.
(3) Formulate strict safety rules and regulations, and define the post responsibilities of all kinds of personnel in this department.
(4) Strengthen public safety. Mainly to strengthen security measures, equipped with special security personnel and security equipment (alarm device, portal password opening device, closed-circuit television monitor, etc.). ), strengthen the public security patrol inside and outside the office building, and strengthen the security and traffic command of the parking lot. Prevent man-made destruction of public order and put an end to all possible accidents.
2, fire control work
(1) The guiding ideology of fire fighting work is: prevention first, publicity first, and combining prevention with fire fighting.
(2) The general office building fire protection system mainly includes: ① dry fire protection system: automatic alarm system, linkage main control board and BTM gas fire extinguishing system. ② Wet fire fighting system: automatic sprinkler system and fire hydrant system (fire pump). ③ Fire linkage mechanism: the function and linkage test of fire air supply and smoke exhaust fans; Function and linkage test of new fan and exhaust fan in air system; Function test of fire elevator. ④ Fire alarm system: automatic alarm system (including temperature-sensitive fire alarm, smoke-sensitive fire alarm and light-sensitive fire alarm) and manual alarm system (including bell alarm, broken glass alarm and emergency telephone alarm).
(3) Fire prevention work: ① Fire prevention publicity. The forms of publicity include: fire training in turn, publicity with slogans or signs, and distribution of fire prevention instructions (fire prevention manuals). The publicity contents include: fire fighting principles, fire fighting laws and regulations, fire fighting instructions, etc. ② Establish a three-level fire prevention organization, and set up corresponding fire prevention responsible persons: general manager, department manager and team leader of the management company. (3) Fire control responsibility is divided into owners and tenants. Owners and tenants should be responsible for the fire prevention of their properties. (4) Define the responsibilities of the person in charge of fire prevention, and formulate the fire prevention system according to the Fire Protection Regulations of People's Republic of China (PRC). ⑤ Organize regular fire inspection, and issue a fire rectification notice according to the detected fire hazards, and make rectification within a time limit. ⑥ Formulate fire prevention measures to prevent fire accidents from happening institutionally. All landowners equipped with necessary and intact fire fighting equipment and facilities. ⑧ Mobilize everyone to eliminate fire symptoms and hidden dangers in time. Pet-name ruby set up self-defense and self-help organizations. Including: establishing a volunteer fire brigade; Establish a full-time fire brigade; Do a good job in fire training and organize a fire drill for all office staff every year. Attending clear fire emergency evacuation procedures. Prepare for evacuation, giving priority to personnel evacuation, followed by transferring dangerous goods and rescuing valuable property. ⑾ Establish fire fighting files. ⑿ Formulate fire protection scheme and key parts protection scheme, and install fire protection schematic diagram in each room.
Second, the clean sanitation management
Cleanliness is an important symbol of office building management level, and it is also the need of building and equipment maintenance. The focus of daily cleaning work is:
(1) Formulate perfect cleaning rules, specify the cleaning places, materials, required times and inspection methods, and strictly implement them.
(2) Formulate the post responsibility system of each department.
(3) Establish a health inspection system. (1) Regular inspection method (newspaper, fixed-point inspection, register); ② Daily spot check; ③ inspection system; ④ Inspection of edible water quality and sewage treatment.
(4) Keep the public places in the building clean. Such as halls, toilets and public walkways.
(5) Provide comprehensive cleaning, sanitation and beautification services.
The building maintenance and parking management of the office building are detailed in the relevant chapters. In addition to the above management and service work, it is also important to coordinate the relationship between office buildings and customers and all walks of life.
(purple smoke feed)