Responsibilities of the property company's housekeeper department, chief housekeeper, housekeeper, and housekeeper assistant

(1) Personnel scheduling

1. Working hours of the chief housekeeper:

1. Working days: 8:30 to 17:00 in spring, autumn and winter; Summer 8:30 to 17:30.

2. The chief housekeeper participates in the administrative duty of the "24-hour duty manager".

3. Participate in the administrative duty of the park on holidays.

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2. Housekeeper working hours:

1. Flat-floor residences and villas provide 12-hour exclusive butler service, that is, from 8:30 to 21:00 in spring, autumn and winter; Summer 8:30 to 21:30; 24-hour mobile phone activation service.

2. The exclusive housekeeper of the high-rise apartment unit provides 12-hour unit butler service, and the implementation of the second shift time is 8:00-20:00, and the 24-hour mobile phone service is opened.

3. Working hours of housekeeper assistants:

Provide 16-hour front desk service, and implement three shifts from 6:30 to 14:30, 9:30 to 14:30, and 14:30 to 22:30.

(2) Job responsibilities

1. Responsibilities of the housekeeping department

1. Strictly implement the relevant laws and regulations of the state and industry, the relevant provisions of the "Property Management Service Contract", and the company's rules and regulations.

2. Under the professional guidance of the company's professional departments and the direct leadership of the manager of the property service center, be responsible for the daily work of the management scope of the housekeeping department.

3. Responsible for handling various resident services such as check-in service, resident repair, housing maintenance follow-up, decoration management, inquiry reception, complaints, agency business, special service needs, etc., and establish a good relationship with residents.

4. Responsible for regular visits, surveys, and understanding of the needs of residents in the property management area, and cooperate with the organization's satisfaction survey, formulate corrective/preventive measures according to the survey results and implement them, so as to effectively improve the satisfaction of residents.

5. Responsible for cooperating with the company's park service department, implementing community cultural activity programs, and actively assisting the community and other social organizations to actively carry out various co-construction activities to enrich the cultural life of residents.

6. Responsible for the management and borrowing of project files and household files to ensure the integrity and confidentiality of the files.

7. Responsible for information transmission, and timely feedback all kinds of information related to residents to residents; At the same time, the household information is transmitted to the relevant departments to play a role in communication and coordination.

8. Responsible for the purchase and use management of various materials in the property service center, and effectively control the materials.

9. Responsible for the service quality supervision of each post in the property service center and improve the service quality of the center.

10. Complete other tasks assigned by superiors.

Second, the responsibilities of the chief housekeeper

1. Responsible for the daily management of the housekeeping department, including the work arrangement of housekeepers and housekeeper assistants, business training, and coordination of various matters such as health, cleaning and greening.

2. Responsible for the implementation and implementation of the quality policy and quality objectives promulgated by the company in the park, and assist the manager of the property service center to maintain the effective operation of the quality management system.

3. Responsible for the drafting and distribution of various service contact sheets, notices and other documents, and do a good job in related tracking work.

4. Responsible for the guidance and assistance of subordinate housekeepers, housekeeper assistants, and health housekeepers in handling all kinds of difficult problems.

5. Responsible for the summary and analysis of complaints once a month, and report in writing to the manager of the property service center on the reception of owners and the handling of complaints.

6. Inspect the entire park every day, and deal with problems in a timely manner.

7. In accordance with the requirements of the company's "Owner's File Management Operating Regulations", the owner's private archives are archived and managed, and if there is a change, the corresponding tracking and change should be done in a timely manner, and a quarterly check should be conducted.

8. Responsible for the reception and arrangement of foreign visitors.

9. Complete other tasks assigned by the company's headquarters and center manager.

3. Responsibilities of the housekeeper

1. In accordance with the requirements of the company's "Owner's File Management Operating Regulations", the private files of the owners in the area under their jurisdiction are archived and managed, and if there is a change, the corresponding tracking and changes should be made in a timely manner.

2. Acceptance, transmission, processing and return visit of the owner's information in the area under its jurisdiction, and other matters entrusted by the owner.

3. Coordinate the handling and feedback of complaints from owners in the area under its jurisdiction. Do a good job of transmitting, handling, and visiting the complaints, opinions, and information of the owners that are accepted.

4. According to the decoration management requirements, carry out the decoration record and the inspection of the decoration households, deal with the problems in a timely manner, and communicate with the owners and decoration personnel to make records. Violations should be stopped immediately and reported to the supervisor at the same time.

5. Responsible for the management of household information and resident relations in the area in charge, visit the owners once a month on a regular basis, and deal with the problems raised by the owners in a timely manner. Strengthen communication with residents, effectively solve all kinds of problems raised by residents, and effectively improve the "satisfaction" of owners in the area in charge.

6. Inspect the public parts of the responsible area every day, and deal with problems in a timely manner.

7. Do a good job of communication and coordination with relevant units to jointly solve the problems raised by the owners.

8. Management of relevant manuals of public facilities and equipment in the area under its jurisdiction, entrusted custody keys and other items.

9. The inspection of the vacant house that has not been delivered in the area in charge and the vacant house entrusted to be managed, and the handling of follow-up problems.

10. Responsible for the collection of property service fees in the responsible area.

11. Reception and arrangement of customers/owners' visits.

12. Form a summary report on the housekeeper's work every month.

13. Complete other tasks assigned by the company's headquarters and center managers and department heads.

Fourth, the housekeeper assistant job responsibilities

1. Responsible for answering and conveying the reception telephone of the property service center, and responsible for the acceptance, transmission and recording of daily complaints, repairs, inquiries and other information.

2. Responsible for all kinds of engineering maintenance orders and repair work; co-ordination of housekeeping arrangements; Be warm, courteous, timely and thoughtful.

3. Responsible for the receipt, custody and delivery of the items entrusted by the owner.

4. Responsible for receiving, processing and tracking all kinds of services entrusted to the agency.

5. Implement the first question responsibility system, and adopt closed-loop tracking for the things handled.

6. Provide all kinds of business services for the owners, and charge d'affaires life services (subscription to newspapers and magazines, computer network opening, etc.).

7. Responsible for the storage, borrowing and return registration of the key entrusted by the owner.

8. Responsible for the tea reception service of the owner and visitors.

9. Form a summary report on the housekeeper's work every month.

10. Complete other tasks assigned by the company's headquarters and center managers and department heads.

5. Responsibilities of the Park Service Commissioner:

According to the implementation of the relevant departments of the company.