Chapter 2: Responsibilities and Authority.
1. Organizational structure.
The organizational structure of the company's property management services is shown in the figure
Responsibilities and Authority.
2. Responsibilities and authority.
2.1 General Manager.
2.1.1. General manager responsibilities.
1) Responsible for formulating, implementing, implementing and continuously improving the overall operation plan of the company's management according to national policies, regulations and relevant resolutions of the chairman.
2) According to the economic indicators issued by the chairman, organize the formulation of the company's annual management revenue and expenditure budget, which shall be implemented after the approval of the chairman.
3) Formulate the economic objectives and service quality target clauses of the property company's target responsibility letter, and submit them to the chairman for approval, and strictly supervise and organize the implementation.
4) Decompose the company's target responsibilities to various departments and positions, approve the target responsibility letters of each department and each project and supervise the implementation to ensure the completion of the company's overall goals.
5) Organize personnel to inspect, analyze and evaluate the objectives on a regular basis every month, and deal with the factors affecting the realization of the goals in a timely and decisive manner to ensure the completion of the goals.
6) If the objectives of the target responsibility letter do not meet the needs of mechanism and management, the relevant content of the target should be revised in a timely manner and reported to the chairman for review.
7) Responsible for monitoring the company's management fees and other miscellaneous income and collection procedures.
8) Responsible for the negotiation and review of contracts and agreements related to property management, report to the chairman for approval, and supervise the implementation.
9) Authorized by the chairman of the board of directors to approve the property work expenses and control the company's expenditures according to the management revenue and expenditure budget, responsible for the failure to complete the company's economic indicators.
10) Responsible for the company's personnel recruitment, assessment, recruitment and personnel adjustment, supervise and arrange training courses, and ensure the company's human resources.
11) Responsible for the coordination of relevant departments of the company, and deal with the connection and communication of the basic work of the property under construction and the newly taken over property.
12) Coordinate major public relations that affect the company's development and service quality activities, deal with major emergencies, and report to the company for the record.
13) Responsible for supervising and monitoring the work performance of subordinate management employees, coordinating the work cooperation of various departments, and holding regular working meetings of department heads to convey the company's policies and formulate work plans.
14) Responsible for monitoring the asset management and deployment of various departments of the company to prevent the loss of the company's assets.
15) Accept and organize the completion of other work instructions issued by the chairman.
2.1.2. General manager authority.
1) Have the right to recruit, transfer, demote, promote and dismiss the company's employees.
2) Have the right to approve the transfer of funds within the approved quota.
3) Under the authorization of the chairman, on behalf of the company, contact business with the competent department and other relevant departments, and have the power to sign contracts and agreements internally and externally.
2.2. Quality Operations Manager.
2.2.1. Responsibilities of quality operation manager.
1) Preside over all the work of the quality operation department;
2) Responsible for the establishment and operation of the company's quality operation management system;
3) Participate in the operation and management of the company, and provide opinions and suggestions for the operation and management of the company;
4) Responsible for the quality inspection, assessment and scoring of all departments and projects of the company, and provide support for the company's operation and management;
5) Complete other tasks assigned by superiors.
2.2.1. Quality operation manager authority.
1) All work management rights of the quality operation department;
2) the final decision-making power of important work of the department;
3) The right to appoint and dismiss employees of the quality operation department;
4) The company's quality inspection, assessment, evaluation, reward and punishment rights, and system management rights;
5) the right to participate in and suggest the company's business activities, 6) the right to approve the department's materials and expenses.
2.3. Manager of value-added business department.
2.3.1. Responsibilities of the manager of the value-added business department.
1) Planning and development of value-added business projects;
2) Team management and cooperation, decomposition and completion of value-added goals;
3) training and promotion of value-added projects;
4) Management and data analysis of value-added projects;
5) Project negotiation, cost and profit analysis, bidding, contract drafting.
6) Develop management systems and processes for value-added business.
7) Responsible for the formulation of the company's brand promotion plan and tracking the effect of the implementation of the plan;
2.3.2. Value-added business department manager authority.
1) Reasonable decomposition according to the company's annual value-added business objectives;
2) Supervise the department and each project to complete the value-added business objectives after decomposition and conduct assessment;
3) Review all kinds of applications related to value-added services.
2.4. Manager of the Market Development Department.
2.4.1. Responsibilities of the manager of the market development department.
1) Responsible for the collection of property management market information;
2) Responsible for strengthening public relations in a planned manner, establishing extensive and stable relationships with target customers and promoting project cooperation;
3) Responsible for the organization and supervision of negotiation, bidding, contract review and signing, and follow-up of designated management projects;
4) Responsible for the bidding planning, management plan and bidding preparation of property development projects;
5) Responsible for participating in the reception of important customer visits;
6) Formulate and implement plans and programs for property management market development and its research activities;
7) Formulation and modification of departmental management systems and processes;
2.4.2. Authority of the manager of the market development department.
1) Reasonable decomposition according to the company's annual market development business objectives;
2) Supervise the department and each project to complete the market development business objectives after decomposition and conduct assessment;
3) Submit and review various applications related to market development business.
2.5. Project Manager.
2.5.1. Project Manager Responsibilities.
1) Have the decision-making power and guidance power to the daily affairs of the project under their management, and lead the employees to complete the responsibility goals assigned by the company;
2) Implement national and local property management laws, regulatory documents and industry management requirements, and coordinate public relations with the business committee and relevant functional departments;
3) Implement the company's rules and regulations, be responsible for the formulation of the project work plan and report to the company for approval. Carry out work in accordance with the requirements of the property management entrustment contract;
4) Lead by example, care for employees, clear rewards and punishments, improve their own quality and accomplishment, make the project highly cohesive, maximize and mobilize the work enthusiasm and sense of responsibility of all employees;
5) Responsible for the decoration approval of the property under its jurisdiction, the handling of violations and complaints;
6) Responsible for the overall service quality of the community under the management of the project;
7) Have the responsibility of supervising the financial situation of the community to which the project belongs;
8) Formulate and implement the annual work plan and annual cost budget of the project;
9) Complete other tasks assigned by the general manager.
2.5.2. Permissions of the project manager
1) Have the right to make personnel suggestions for the supervisor-level employees of the project department, and have the right to make personnel decisions for the employees below the supervisor's level;
2) the assessment of the employees of the various departments under the management office, according to the system of rewards and punishments;
3) Submit and review the application for project material procurement and expenses;
2.6. Customer service supervisor.
2.6.1. Responsibilities of the head of the customer service department.
1) Work under the direct supervision of the project manager;
2) Responsible for the quality of work of the property in the area;
3) Formulate the work plan and objectives of the department, and organize the implementation;
4) Responsible for the effective development of community cultural activities in the community and the management of various archives and materials;
5) Responsible for the organization of training and assessment of the department and the project;
6) Organize regular and non-regular surveys and analyses of the opinions of owners and users to ensure that the satisfaction rate of owners and users reaches more than 95%;
7) Responsible for communication and coordination with owners and users and deal with daily complaints;
8) Do a good job in property charges, follow-up and feedback on repairs.
9) Complete other tasks assigned by the project manager.
2.6.2. The authority of the head of the customer department.
1) The right of the employees of the department to make suggestions on the use;
2) The right to reward and punish the employees of the department and the right to make suggestions according to the authorization;
3) The right to apply for the materials and expenses of the department.
2.7. Head of Engineering Department.
2.7.1. Responsibilities of the supervisor of the engineering department.
1) Formulate the work plan of the department and organize the specific implementation;
2) Responsible for formulating the operation and maintenance plan of facilities and equipment, and submitting it to the project manager for approval and implementation;
3) Timely deal with the maintenance service needs of the owners and users and the maintenance of the public part, be responsible for the quality of maintenance services, and ensure the integrity of public facilities and equipment;
4) Responsible for organizing the timely repair of the property in the region;
5) Responsible for collecting, sorting and saving equipment technical data, and supervising the records of each position;
6) Responsible for the purchase plan of maintenance materials and equipment spare parts required by the department, and the purchase process; Responsible for the procurement of materials, equipment, spare parts, organization personnel inspection and test whether qualified;
7) Responsible for organizing the business training and assessment of the department;
8) Responsible for the supervision and inspection of the quality of subcontracting and outsourcing of relevant projects;
9) Complete other tasks assigned by the project manager.
2.7.2. The authority of the head of the engineering department.
1) Have the right to suggest the use of employees in the department;
2) Reward and punish or recommend to the employees of the department according to the authorization;
3) The right to apply for the materials and expenses of the department.
2.8. Supervisor of Security Department.
2.8.1. Responsibilities of the head of the security department.
1) Responsible for the preparation of the department's work plan and organize the specific implementation;
2) Responsible for the development of safety and fire protection publicity;
3) Responsible for the daily inspection of the fire protection system in the area, and track the relevant departments to deal with the fire problems found in the inspection, and be responsible for organizing the volunteer firefighters in the area to conduct fire drills;
4) Inspect and supervise the work of the personnel on duty in each position, and be responsible for dealing with the difficult problems encountered by the team members in their duties;
5) Responsible for the management of vehicles in the area;
6) Responsible for the emergency situation in the region;
7) Responsible for the formulation, training and assessment of the department's business skills training plan;
8) Do a good job in anti-theft, fire prevention, anti-sabotage, natural disaster prevention, etc.;
9) Complete other tasks assigned by the project manager.
2.8.2. The authority of the head of the security department.
1) Have the right to suggest the use of employees in the department;
2) Reward and punish or recommend to the employees of the department according to the authorization;
3) The right to apply for the materials and expenses of the department.
2.9. Cleaning supervisor.
2.9.1. Cleaning supervisor responsibilities.
1) Familiar with professional knowledge and technology of cleaning, and solve related technical problems. Familiar with cleaning workflow and standards;
2) According to the requirements of the project manager, responsible for the formulation, implementation and tracking management of the cleaning work plan;
3) Responsible for health quality and material management;
4) Inspect no less than 2 times a day, and make relevant records;
5) Responsible for the on-site management of cleaning work and guidance, training and training of professionals in the department;
6) Strengthen communication with the owners, follow up the complaints of the owners in a timely manner and give feedback;
7) Responsible for cleaning cost control and accounting, responsible for the declaration, maintenance and supervision of various cleaning material plans;
8) Inspect the cleaning machinery and equipment and materials once a month;
9) Communicate with employees frequently, understand the ideological dynamics of employees, and report to the project manager at any time.
10) Complete other tasks assigned by the leader on time.
2.9.2. Cleaning supervisor authority.
1) Have the right to suggest the use of employees in the department;
2) Reward and punish or recommend to the employees of the department according to the authorization;
3) The right to apply for the materials and expenses of the department.
2.10 greening supervisors.
2.10.1. Responsibilities of the greening supervisor.
1) Familiar with the greening part of the whole community;
2) According to the company's management objectives, formulate the corresponding work plan and organize the implementation;
3) Reasonable deployment of personnel in the department;
4) Formulate and improve the operating procedures and working standards of greening personnel;
5) Formulate plant protection plans according to the characteristics of plant phenology, and organize their implementation;
6) Implement effective monitoring of the greening status and greening personnel of the whole community;
7) Formulate various emergency and preventive measures for greening cost control and greening, and organize their implementation;
8) Responsible for the preparation of the purchase plan;
9) Formulate an annual training plan, and organize the implementation and assessment of the training effect;
10) Do a good job in department construction, strengthen communication and exchange of employees, care for and care for employees;
11) Responsible for inspecting, supervising and assessing the work of employees and complying with the company's policies;
12) Complete other tasks assigned by superiors.
2.10.2. The authority of the greening supervisor.
1) Have the right to suggest the use of employees in the department;
2) Reward and punish or recommend to the employees of the department according to the authorization;
3) The right to apply for the materials and expenses of the department.
2.11. Job responsibilities of employees.
2.11.1. Property manager responsibilities.
1) Responsible for inspecting the community, paying return visits to customers, and carrying out activities such as customer consultation;
2) Collection of property management fees and handling of related procedures;
3) Responsible for the administrative, personnel and logistics work of the project;
4) Familiar with the community and customers, master the property management laws, regulations and industry rules and regulations;
5) Responsible for the registration, reception and handling of customer visits, complaints and repairs;
6) Responsible for handling all kinds of official documents and archives management;
7) Assist the department to carry out community cultural activities and publicity work;
8) Complete other tasks assigned by superiors.
2.11.2. Job responsibilities of engineering maintenance personnel.
1) Carry out and complete relevant maintenance work according to the needs of project management;
2) Familiar with the distribution and location of water supply, power supply, gas supply and other facilities and equipment in the project;
3) Familiar with the performance of traffic management system, fire monitoring system, water and electricity system;
4) Deal with and repair the faults of facilities and equipment in the project in a timely manner, and carry out regular maintenance and maintenance;
5) Regularly and irregularly inspect public facilities and equipment, deal with problems as soon as they are found, and report them in a timely manner;
6) Do a good job of inspection, inspection and maintenance records, unified archiving for future reference;
7) Assist the project to carry out maintenance and diversified operations;
8) Complete other tasks assigned by superiors.
2.11.3. Security job responsibilities.
2.11.3.1. Responsibilities of the security squad leader.
1) Implement the company's guidelines, policies and relevant regulations on safety and security, assist the supervisor to establish and improve the security work system in the management area, and be responsible for the safety and security work in the management area.
2) Actively organize and carry out the "five preventions" (fire prevention, anti-theft, anti-hooligan activities, anti-disturbance of order, and prevention of disasters and accidents), safety and law education, and take practical measures to prevent the occurrence of various accidents.
3) Assist the supervisor in preparing the safety and security work plan, and organize the specific implementation, and be responsible for the major fire accidents and public security and criminal cases that occur in the management area.
4) Assist the supervisor to carry out ideological education, business training and assessment of the team members, and improve the political and professional quality of the safety administrator.
5) Responsible for presiding over the pre-class and post-class meetings, and timely conveying and implementing the instructions of superiors.
6) Inspect and supervise the work of the personnel on duty in each position, and assist the supervisor to deal with the difficult problems encountered by the safety administrator in the duty.
7) Under the instruction of the superior, be responsible for mobilizing the team members to cooperate with the relevant work of other departments.
8) Take leadership responsibility for the dereliction of duty and illegal operation of the team members, which leads to complaints from owners or major losses.
9) Report to the superior leaders on a regular basis, and complete other tasks assigned by the superior leaders on time, quality and quantity.
2.11.3.2. Responsibilities of the monitoring center.
1) Control the personnel entering and exiting the monitoring center;
2) Proficient in the operation of the monitoring center system;
3) Familiar with the alarm and fault handling process of the monitoring system;
4) Assist in the maintenance of monitoring equipment and emergency drills;
5) Familiar with the fire protection and security facilities, equipment and terrain layout in the area;
6) Familiar with emergency response procedures and contact information;
7) Good organizational and communication skills, quick response;
8) Make relevant records of the monitoring center and keep them properly;
9) The content of the work arranged by the superior.
2.11.3.3 job responsibilities.
1) Maintain the order of entry and exit of personnel and vehicles at the gate and the public order of the region, and pay attention to etiquette and courtesy;
2) Responsible for inspecting the items entering and exiting the gate, preventing the loss of items and dangerous goods from entering the management area, and interrogating and controlling the kit decoration and decoration materials entering the management area;
3) Responsible for registering the entry and exit of the vehicle and checking the appearance of the vehicle, strictly implementing the company's management regulations on vehicle entry and exit, carefully checking the vehicle model and license plate number to avoid errors;
4) Responsible for timely handling of vehicle entry and exit procedures, according to the capacity of the parking lot and vehicle flow at that time, with standard gestures, actions to guide vehicles in and out, and do a good job of inspection and registration of vehicles in and out;
5) Strictly implement the vehicle management fee system, so that the money and tickets are consistent, and the day is cleared and settled, and the collection of temporary parking vehicle site rental fee bills and fees is responsible;
6) Prevent vehicles carrying flammable, explosive, toxic and harmful substances from entering and parking;
7) Understand and grasp the vehicle type, license plate number, name, building block number and other conditions of the owner and property user;
8) Responsible for the registration of outsiders entering the management area, and the suspicious persons, small traders and hawkers, sales personnel, mentally abnormal persons, etc.
9. Deal with disputes and general public security problems in the region in accordance with the law, report to the shift leader in a timely manner, and be responsible for the maintenance of on-site order, responsible for the security prevention work of the post, and ensure that the on-duty and walkie-talkie are not occupied for no reason;
10) Responsible for the safety of public facilities in the duty area, maintain the environmental sanitation of the post, discover and stop bad behaviors in a timely manner, and report to the superior for the parties who cause impact and loss;
11) Complete other tasks assigned by superiors.
2.11.3.4. Patrol post job responsibilities.
1) Responsible for public security patrols, fire safety inspections, maintaining the normal order of the management project, including cleaning and sanitation, landscaping, public venues, facilities, equipment, etc.
2) Be familiar with the tasks and working procedures of the post, pay attention to the discovery of suspicious people, things and things with a keen eye in the process of duty, prevent the occurrence of cases and accidents, and strive to be foolproof;
3) Take care of facilities and equipment and public property, do not move and use all facilities and property in the management project casually, be familiar with the installation location of the fire protection system and fire fighting equipment of the management project, be proficient in the use of various fire extinguishing equipment, and be able to deal with emergencies correctly;
4) Stick to the post, increase vigilance, carefully deal with all kinds of situations that occur in the post, and make records, and resolutely try to arrest the suspects who are found to be suspects;
5) In case of emergency, deal with it as soon as possible, and report to the foreman and supervisor in a timely manner;
6) Strictly implement the delivery system;
7) Actively promote public security prevention knowledge such as law-abiding and fire safety to customers;
8) Complete other tasks assigned by superiors on time, quality and quantity.
2.11.4. Duties and responsibilities of cleaners.
1) Responsible for cleaning public areas such as corridors, roads, garages, office areas, and green belts;
2) Responsible for cleaning public facilities such as railings, doors and windows, fire-fighting facilities, letter boxes, corridor switches, elevator cars, etc.;
3) Responsible for the collection and transportation of domestic garbage and sundries, and the cleaning and sanitizing of garbage cans;
4) Responsible for cleaning the roof, conversion layer, drainage ditch, lighting intake, fire escape, landscape, etc.;
5) Responsible for the cleaning, storage, maintenance and unified stacking of cleaning tools and equipment in the specified area, neatly placed;
6) Responsible for politely dissuading and stopping unhygienic and uncivilized phenomena and behaviors;
7) Coordinate and deal with all kinds of contradictions, disputes, complaints and emergencies within the scope of management;
8) Complete other tasks assigned by superiors.
2.11.5. Responsibilities of the greener.
1) Responsible for the shaping and pruning of trees in the community, and keep trees and shrubs free of dead plants and dead branches;
2) Responsible for the mowing, replanting and maintenance of the lawn, and keeping the lawn flat and green;
3) Responsible for the pruning, replanting and maintenance of hedges;
4) Responsible for the removal of weeds in the green area;
5) Responsible for the arrangement and maintenance of seasonal flowers;
6) Fertilization and watering of greening plants;
7) On-site construction and post-construction maintenance of greening renovation projects;
8) The greening operation must be cleared in time to keep the community clean and beautiful, and at the same time can not affect the life of customers;
9) Complete other tasks assigned by superiors.