Chapter 1 Introduction to Property Management 1
Lesson 1 Introduction 1
Lesson 2 Different Types of Property 5
Chapter 2 Property Management Company 12
Lesson 1 Introduce Your Property Management Company 12
Lesson 2 Structures and Positions of the Company 20
Chapter 3 Property Sales 30
Lesson 1 At the Sales Center 30
Lesson 2 Visiting the Show Flat 37
Lesson 3 Payments and Mortgages 40
Chapter 4 Property Leasing 45
Lesson 1 Renting an Apartment 45
Lesson 2 Leasing Agreement 53
Chapter 5 Preparing to Stay 59
Lesson 1 Property Handover 59
Lesson 2 Home Inspection 66
Lesson 3 House Decoration 72
Lesson 4 Move-in and Charges 79
Chapter 6 Customer Service 85
Lesson 1 Reception Service 85
Lesson 2 Service Enquiry and Application 90
Lesson 3 Handling Complaints 93
Lesson 4 Emergencies 96
Lesson 5 Recreation Center and Cultural Activities 101
Chapter 7 Security Services 110
Lesson 1 Residence／Guest Registration 110
Lesson 2 Parking 116
Lesson 3 Dealing with Crimes 121
Lesson 4 Fire Safety and Prevention 130
Chapter 8 Engineering and Maintenance 136
Lesson 1 Engineering Department 136
Lesson 2 Water Supply 141
Lesson 3 Power Supply and Electrical Problems 145
Lesson 4 Air Conditioning 152
Lesson 5 Elevator 154
Chapter 9 Environment Management 157
Lesson 1 Cleaning Service Outsourcing 157
Lesson 2 Cleaning Services 161
Lesson 3 Pets in the Community 169
Lesson 4 Gardening 177
Key to the Exercises 183
Appendix Ⅰ 物业管理相关词汇表 197
Appendix Ⅱ 购房合同样本 201
Appendix Ⅲ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