1 patrol management

Formulate patrol route and patrol management system, and organize heads of various departments to conduct collective patrol every week; Problems found in the patrol field must be solved immediately. If it cannot be solved immediately, the Operation Department will issue the Rectification Notice and follow up the implementation of the Rectification Notice. Timely report the unresolved matters beyond the time limit to the competent leader for handling; The Operation Department shall follow up and solve the problems recorded in the Daily Operation Patrol Record every week, summarize and analyze them, and send the monthly summary and analysis report to the General Manager. The Daily Operation Patrol Record Form is the on-site record of the patrol field, which is filed by the operation center;

2 management of store opening and closing

Standard business hours shall be established, and unified management of store opening and closing shall be strictly implemented, including procedures and requirements for employees to enter the store, prepare before opening the store, welcome guests, prepare before closing the store, send guests off and manage the store closing.

3 management of regular meetings

After the opening of the business, the operation department shall organize a daily/weekly meeting of shop assistants/store leaders, which includes the latest instructions and requirements, operation status, matters needing attention, marketing planning activities information, problem notification and training, etc.

4 On-site management

includes broadcasting, background music playing, window display, environmental facilities, product quality, loading and replenishment time, store sign design, etc., which must be strictly regulated. When patrolling the store during business hours, it is necessary to ensure that the store signs of all operators are bright, and it is not allowed to turn off the power supply of the store sign because of saving electricity; Check that the window should be kept clean and tidy, and whether the window layout reflects the brand style and product characteristics; Whether it can render the commercial atmosphere of the store, etc.

5 Price tag management

Comply with the laws and regulations of the local price department; Check whether the merchants are clearly priced, and it is strictly forbidden to bargain or cheat customers;

6. Merchant's goods in and out management

The approval process for goods shipped out of the square is clearly stipulated, and the goods must be shipped with the Release Certificate; Clearly specify the detailed requirements for garbage dumping by merchants, and do a good job in supervision and inspection.

7 management of special industries

For businesses involved in catering, food and food processing, pharmaceuticals, alcohol and tobacco, jewelry, cosmetics and other industries, the operation department must strictly review and record their qualifications, and pay attention to the annual inspection and update of their qualifications.

8 passenger flow-oriented management

Scientific passenger flow-oriented design is a means to extend or increase the residence time of customers, increase the turnover of merchants on all floors and enhance the value of shops, which is also a key problem to be solved in operation/secondary investment promotion after opening.

9 The operating environment management determines the time for turning on and off the lights in various public areas according to the seasonality or sunshine time (formulated by the Engineering Department/Operation Department), and the Operation Department should pay attention to the lighting on during the daily patrol; Night lighting management: ensure that the night lighting achieves the design effect, and the time for turning on the night lighting shall not be later than the time for turning on the local street lamps, and the closing time shall be extended by 31 minutes in case of holidays; Temperature and humidity management of air conditioning: the ambient temperature of the infield is 18 ~ 21 C in winter and 22 ~ 26 C in summer;

11 Customer Relationship Management

Tenants and MALL are interdependent interests. After opening, they should strengthen communication with merchants, establish good relationships with merchants, retain good merchants, and give professional guidance and support to merchants with operational difficulties.

methods and measures: establish a monthly communication meeting mechanism with main stores and form a complete meeting minutes; Hold a monthly forum for store managers, and form meeting minutes and send them to the general manager; Manage the attendance of shop assistants, and summarize and feed back to each shop every month; Organize the selection of "excellent merchants" at least once a year and publicize it; Provide staff training and local government coordination services to the resident merchants on a regular basis every month.

11 Consumer relationship management

Set up a general manager's mailbox to accept the opinions and suggestions of consumers. The staff at the main service desk shall record the complaints and opinions put forward by consumers in detail; Summarize and analyze the complaints once a month, form an analysis report, and report it to the operation center before the 5th of the next month.

12 Diversified management (open source and income generation) Diversified management mainly refers to the business activities in all public areas except the commercial rental area, aiming at shaping the brand of the plaza, driving popularity and promoting the sales of merchants. A variety of business point setting areas include indoor pedestrian streets, outdoor squares, square entrances and exits, passages, roofs, walls, parking lots, warehouses, elevators and other areas.

13 Quality customer service management

Conduct no less than 1-day shop assistant training for newly hired shop assistants. After the training, you can only take up your post after passing the examination. The training content must include: introduction to XX Plaza, merchant manual, service standards and code of conduct, XXX operation management standards, etc.

the operation department shall organize quality and business training for shop assistants 1 times a month; The operation department conducts 1 "Excellent Salesman" selection activities every six months, and informs them of praise and reward.

14 Analysis of merchants and brands

Analyze the merchants and brands on a monthly/quarterly basis, including: brand positioning, brand contribution, profitability, brand development trend, business risks, etc. For merchants who do not meet the positioning of the square and have risks in operation, an early warning mechanism for returning and dropping shops will be established to reserve alternative brands and merchants.