Chapter 1Introduction to Property Management1
Lesson 1Introduction 1
Lesson 2Different Types of Property 5
Chapter 2Property Management Company12
Lesson 1Introduce Your Property Management Company 12
Lesson 2Structures and Positions of the Company 20
Chapter 3Property Sales30
Lesson 1At the Sales Center 30
Lesson 2Visiting the Show Flat 37
Lesson 3Payments and Mortgages 40
Chapter 4Property Leasing45
Lesson 1Renting an Apartment 45
Lesson 2Leasing Agreement 53
Chapter 5Preparing to Stay59
Lesson 1Property Handover 59
Lesson 2Home Inspection 66
Lesson 3House Decoration 72
Lesson 4Movein and Charges 79
Chapter 6Customer Service85
Lesson 1Reception Service 85
Lesson 2Service Enquiry and Application 90
Lesson 3Handling Complaints 93
Lesson 4Emergencies 96
Lesson 5Recreation Center and Cultural Activities 101
Chapter 7Security Services110
Lesson 1Residence/Guest Registration 110
Lesson 2Parking 116
Lesson 3Dealing with Crimes 121
Lesson 4Fire Safety and Prevention 130
Chapter 8Engineering and Maintenance136
Lesson 1Engineering Department 136
Lesson 2Water Supply 141
Lesson 3Power Supply and Electrical Problems 145
Lesson 4Air Conditioning 152
Lesson 5Elevator 154
Chapter 9Environment Management157
Lesson 1Cleaning Service Outsourcing 157
Lesson 2Cleaning Services 161
Lesson 3Pets in the Community 169
Lesson 4Gardening 177
Key to the Exercises183
AppendixⅠ物业管理相关词汇表197
AppendixⅡ购房合同样本 201
AppendixⅢ租房合同样本224
Appendix Ⅳ物业服务合同样本 237
Appendix Ⅴ物业管理条例 246
References 288
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