What services does the hotel apartment property fee of 3.5 yuan include?

judging from the current situation in the industry, hotel-style property management is still in the conceptual stage, and the specific content is still very poor. As a property management enterprise, it is necessary to make a preliminary discussion on the concept of hotel-style property management and get an understanding.

the word "Hotel" originally refers to the villa where nobles entertain VIPs in the countryside, where the rich and celebrities meet, and later refers to the hotel in the present sense. Hotels generally include two parts: one is facilities, that is, hardware configuration, including multifunctional buildings and facilities that can meet the needs of guests such as eating, living, traveling, shopping, entertainment, communication and business; The second is service. The hotel is guaranteed to operate by providing tangible and intangible services. The characteristics of hotels in the industry generally have four aspects, namely, service, publicity, luxury and all-weather. From the perspective of hotel management and service, standardization and proceduralization are the basic requirements.

from a big concept, hotel management and residential management belong to the category of property management, but in practice, we regard them as two industries. The difference between property management and hotel management is that the relationship between subject and object is different. The object of hotel service is guests who don't own property rights, while the object of property management service is basically property owners. Secondly, hotel guests are generally mobile people, while the objects of property management services are relatively fixed; The content and scope of services are different. Hotel services have always entered the private space of the object, such as bedrooms and bathrooms, and the area of property management is generally limited to the public part. In other aspects, there is a big gap in fees; The functions are also different. Hotels have the function of marketing, while property management basically has no such function.

Property management and hotel management also have similarities. First of all, they all belong to the service industry; What they need to meet is basically the content closely related to the life of the client; The two are basically the same in the form of management, that is, property and affiliated facilities and equipment and supporting facilities.

in addition, compared with hotel services, property management services have certain advantages. The objects of property management services are relatively fixed, and we can fully understand their occupation, habits, personal preferences, personality and other aspects, so as to lay the foundation for quality service; Because the clients are relatively fixed and get along with each other for a long time, it is easy to cultivate an atmosphere of mutual trust and communication between people; The profit space of property management is relatively small, but the possibility of loss is also small; Basically no marketing function.

the characteristics of hotel management and the direction of service development are two aspects that we pay attention to. The most basic feature of hotel management is standardization and proceduralization, so a series of systems, effective management and training are its basic guarantee.

how to introduce the hotel model into property management, the more important part should be the service. The service of modern hotels has the obvious characteristic of meeting the needs of guests as much as possible. It is beyond the general concept of hotel service to provide one-stop service to guests. As long as they do not violate morality and law, they will do their best to meet the needs of guests. The hotel model requires high management and service personnel to be energetic, open-minded, humorous and savvy, with strong organizational skills, good communication skills, strong foreign language foundation, high comprehensive quality and certain professional qualifications.

the above contents compare the differences between hotel management and property management, clarify some characteristics and similarities of each, and draw a cognition: the so-called hotel-style property management should be a high-quality management and service form that integrates the hotel management mode and service consciousness into property management and combines the characteristics of property management. Grasping hotel-style property management should include four elements: first, service, second, hardware, third, management and fourth, form.

service will be the key to introduce hotel mode into property management, and it is also the key to understand the characteristics of this property and its owners and how to provide distinctive services in combination with the personalized service trend of modern hotel industry. For the property management characterized by public * * regional services, how to carry out personalized services is an important topic. At the same time, personalized service belongs to the way of entrustment, which is a value-added service beyond the conventional sense of property management. Enterprises should also deal with the relationship between service cost and service quality, and do a good job in personalized service at no cost or low cost, so that residents can get a feeling of value different from ordinary communities. In terms of service, it should also be noted that service has not only attitude problems, but also quality problems. Smile is attitude, and quality depends on the satisfaction of the owner. Hardware generally refers to the condition of the property, including houses, facilities and equipment. The focus of property management in this respect is the maintenance of the unified and beautiful facade. The rest should also grasp the aesthetic principles of the landscape, ranging from the fa? ade and greening to a brick, a card and a notice, which should be three-star or above, and should be followed in future maintenance and replacement. Hotel-style property management should formulate a preparation standard in this respect.

the principles of management are basically the same, and the standardization and proceduralization of hotel management are two characteristics. Hotel-style property management should be improved from standardization and procedure on the basis of a series of original systems to form standards. The standard will be formulated for each post and should be gradually improved. In order to ensure its standardization and procedural effectiveness, inspection and training are two main links. The content of this part of form starts from the principle that people's understanding of things is basically from form to content. Hotel-style property management post setting should consider the hotel's form and all-weather service characteristics. The management office should set up a customer service center in the form of the service function of the hotel reception desk. The conditions of the customer service center area should also be as close as possible to the layout and furnishings of the hotel lobby. Of course, the number of people coming and going in the customer service center is not as frequent as that in the hotel lobby, and the service requirements are more often conveyed by telephone at home? It can also be distributed according to the actual situation. All service requirements of the owners and their families are accepted by the customer service center, which should have certain command power.

two aspects should be paid attention to in the recruitment of employees. First, the quality requirements, in addition to the main management personnel, the requirements for staff in other positions are also relatively high, including the security guards who can have a little knowledge of spoken English and parking service skills. The second is the external image of personnel, which should be dignified and generous and have affinity. Clothing, management, security, cleaning, maintenance and other types of clothing should be unified.