responsibilities of the floor manager

1. General requirements and brief introduction of responsibilities

1. Work requirements

Stay in the office for no more than 31 minutes (except for receiving customers) during the shift hours, work in strict accordance with the requirements of the company's "mobile management", and patrol the site at least 71% of the working hours to guide, arrange and follow up all the work in the responsible area.

2. Brief introduction of job responsibilities

(1) Self-operated group

① Supervise the cabinet group staff to implement the company's various systems, implement relevant operating specifications, convey the company's promotional activities and information, and provide quality services; Fully grasp the counter business, be familiar with the commodity knowledge and business links, and supervise and inspect whether the counter records are complete and whether the filling is standardized and complete;

② master the sales situation of this counter, feed back information to the supervisor of commodity department in time, and put forward opinions and suggestions. Ensure that there are no fake and shoddy goods, no backlog, no expiration and no out-of-stock phenomenon at the counter;

(3) Responsible for the scheduling and attendance of the staff in this cabinet group; Supervise and inspect the work performance of counter staff, pay attention to the work enthusiasm of counter staff, and grade the performance report;

④ coordinate the service contradictions in the course of business, properly handle all kinds of emergencies on site, and maintain normal business order;

⑤ Continuously train and guide the shop assistants on commodity knowledge, business processes, service skills and service awareness;

⑥ organize the cabinet team to do a good job in environmental sanitation, fire prevention and theft prevention in the counter.

(2) Counter group

① Grasp the sales situation of each counter in the department, give feedback to the supervisor of commodity business department in time, and put forward opinions and suggestions;

(2) check the shortage of goods in the counter every day to ensure sufficient supply;

(3) review the staff scheduling table of each counter;

④ supervise and check the quality and price of goods in each counter to ensure that the counters operate according to the contract requirements;

⑤ check whether the quality records of the cabinet group are timely, accurate and clear, and supervise and inspect the on-site discipline, environmental sanitation, identification, display and reception services of the cabinet group;

⑥ coordinate the service contradictions in the business process, properly handle all kinds of emergencies on site, and maintain normal business order;

⑦ handle customer complaints and goods return;

⑧ responsible for receiving all kinds of office supplies.

second, the job classification-content

1, personnel management

(1) to handle the appointment and resignation procedures of personnel.

to put forward suggestions and opinions on employees' appointment, daily performance and dismissal;

It is necessary to do a good job of personnel interview and preliminary examination of relevant qualifications for new counter personnel (strictly check);

Pay special attention to new employees' learning and adaptation to new positions, make good coaching arrangements (give play to the role of helping the old with the new) and verify them in time; Assist the branch to make preparations for personnel;

arrange personnel handover to ensure the smooth development of counter work.

(2) Be responsible for scheduling or scheduling audit, attendance and performance evaluation of personnel in charge of the area.

① scheduling requirements:

comprehensively consider the overall work requirements of the division, reasonably arrange employees' work and rest, and ensure the smooth development of counter work;

carefully review and make a good shift schedule, and declare it 1 times a week;

from Monday to Thursday, the daily shift is divided into three classes: morning shift, middle shift and night shift, and the shift is changed at 15: 11. During the working hours, 31 minutes are arranged for eating, lunch from 11: 11 to 12: 11 and dinner from 17: 11 to 18: 11. On Fridays, Saturdays, Sundays and holidays, the peak sales period is divided into three shifts: morning shift, middle shift and night shift. The middle shift is changed at 11: 11 and 18: 11, and no meal time is arranged during work.

② Performance evaluation requirements:

Pay close attention to employees' performance every day, correct it in time, and record it in employees' performance files. At the end of the month, summarize and fill in comprehensive evaluation opinions. Requirements: fairness, seeking truth from facts, and clear rewards and punishments. The aim is to point out the advantages and disadvantages, put forward improvement items, and try to communicate with employees in time to help them improve their shortcomings and strive for greater progress.

(3) supervise, check and follow up the employees' arrival, departure and post performance.

check whether the employees arrive at the post according to the specified shift, and whether there are any absenteeism phenomena such as being late, leaving early, attending the wrong shift, sick leave, personal leave, etc., and do a good job of making up the position when the employees are absent;

check whether the personnel distribution of each post is reasonable during the meal (pay attention to the passenger flow, take customers as the center, and receive customers first if there are customers. Each counter shall arrange salespersons to take turns to eat in advance, and the dining time shall not exceed 31 minutes per person. In principle, there shall be no less than a few people in each counter and each area. Only one cashier can be closed at the same time on each floor during the cashier's dining time. Diners shall make a good record in the Dining Time Record Book, and must eat within the specified dining time. Employees who exceed the time or fail to eat within the specified time shall report to the management. Otherwise, it will be handled as AWOL)

During the working period, at least 61% of the working time will be patrolled at the site. In the patrol inspection and customer opinion investigation, once the outstanding performance or disciplinary behavior of the salesperson is confirmed, it must be added or deducted. Basis: Specification for Issuing Notice of Addition (Deduction), Business Site Management Assessment, Attendance and Performance Report, and Staff Reward and Punishment Regulations.

note: for those who disobey the management and refuse to sign, they should be given double points according to the circumstances; For uncertain problems, you should first fill in the penalty list (penalty for violation of regulations), and then make a decision after consulting the head of the commodity business department; Add (deduct) two copies in single form, one copy is kept by the branch and one copy is handed over to the parties.

(4) identify the training needs in this region, put forward suggestions and opinions for the formulation of the annual and monthly training plans of the division and follow up the specific implementation of the training plans in this region;

requirements: collect employees' opinions in time, evaluate, follow up and verify the working conditions and learning progress of employees in the responsible area, and pay attention to training and put it in place.

(5) Pay attention to every employee, establish the consciousness of "public servant", communicate with salespeople in time, and give them guidance, help and encouragement in due course;

establish a good communication relationship with front-line salespeople, set an example in their work, have a sense of "public servant", respect, trust and treat each employee well, help employees solve problems, and stimulate employees' enthusiasm, creativity and work enthusiasm to the maximum extent through effective incentives; Timely feedback the employee's opinions and work progress to the management at the next higher level, and do a good job of uploading and issuing; Conduct employee opinion surveys from time to time, and assist the branch in arranging employee seminars and group activities 1 times every six months.

2. Commodity management

(1) Self-operated commodity management

Quality and price

Be familiar with the Commodity Quality and Price Inspection Standard, and adopt the methods of regular coverage inspection and daily random inspection to conduct spot checks on the self-inspection of the goods in each counter, and follow up and rectify the problems found by the quality control department to ensure the quality of the goods sold.

cooperate with the quality control department to supervise and follow up the employee's price collection work, and make appropriate adjustments to the commodity display position in time according to the change of the selling price.

content of price tag inspection: the price tag uniformly printed by the shopping mall and approved by Shenzhen Price Bureau must be used; Strictly implement the plain code price marking system, so that the price list is complete, the price is accurate, one product is one card, the goods are aligned and marked, and the price should be replaced in time when the price changes. The original price, current price and the reason for the price reduction must be indicated; In principle, it needs to be printed by computer. Under special circumstances, it can be handwritten with the approval of the floor manager, but the handwriting must be clear and neat and must not be altered. The edge of the price tag is curled, wrinkled and the surface is worn out, so it should be replaced immediately.

one of the company's five commitments: anti-counterfeiting, anti-counterfeiting and not selling fake goods

one of the company's five commitments: the price is not higher than that of similar shopping malls, pay attention to market information and customer opinions in time, make suggestions on the introduction of new varieties, and organize employees to make key recommendations on new varieties.

sources of goods

a. Daily: focus on following up the sources of goods that were sold in the top 51 in the previous day, and confirm the sources one by one; Check whether the billing of the counter and the direct delivery of goods are reasonable. It is required that the early shift employees must submit the manual replenishment book to the tally area before 12 o'clock, and at the same time, check whether the application of at least one counter is reasonable (it must be covered periodically), and whether the direct delivery order is missing (it is required to check whether the display is full, whether there is no shortage of goods, and whether there is no shortage of goods). Check the telephone order record of the staff of this cabinet)

B. Major holidays:

① Add temporary turnover warehouses on site, clean up the inventory and overstocked goods on site and turnover warehouses 11-21 days in advance, and adjust the current display location according to the inventory display situation in the same period last year;

② adjust the layout of the on-site display, expand the display area of goods that should be saved on the shelves, and arrange the display in a golden position;

③ elimination and reduction of non-seasonal commodities-it is necessary to hold a coordination meeting among branches and distribution centers 1 months in advance to arrange the varieties in a unified way;

④ fresh fruits, vegetables, aquatic products and frozen products should focus on following up the equipment and sources of goods, which should be handled by the unified distribution and on-site personnel, such as frozen cabinets, inflatable pools and backup suppliers;

⑤ assign a special person to track the supply of goods directly on the counter, and enlarge the lower limit of the best-selling goods directly on the counter 11-21 days in advance to ensure the holiday supply; According to the actual sales situation, the mall modifies and enlarges the upper and lower limits of the best-selling goods to ensure the sufficient adjustment;

⑥ a special person will check the inventory of the best-selling goods allocated by the warehouse every day (you can focus on the top 51 goods in terms of sales volume in the previous day), and feed back the shortage on the same day;

⑦ A special person will print out the out-of-stock list of goods directly on the counter every day to investigate and replenish the out-of-stock situation; Track and understand the delivery situation of suppliers of direct-counter goods orders every day, and revise the order quantity in time according to the holiday sales volume;

send 1-2 employees to the surrounding comparison shops to collect prices and observe the supply of best-selling goods every day 11 days before the festival.

(2) Management of counter goods

Quality, price, logo and display

① Acceptance of new goods on the counter: 31% of new goods on the counter of Class C and some A and B (imported cosmetics, imported watches and clocks, imported shoes) shall be randomly selected;

② Daily supervision and spot check method:

Regular coverage inspection: spot check of Class A (international brand) counter products 1 times every 3 months; The key commodities in Class B (domestic famous brands) counters are randomly selected 1 times every February, and the non-key commodities are randomly selected 1 times every 3 months; Class C (general brand) counter products are randomly selected 1 times every 1 months, and 3-5 varieties are randomly selected each time. Note: Cooked food, ready-made food, vegetables, fruits, fresh meat and poultry and other counter products are required to be inspected daily (at least 6 times a day), and all products released by the state are exempt from inspection.

daily patrol inspection: random inspection in daily patrol.

③ problem solving method: handle it in strict accordance with nonconforming product handling procedures, quality management regulations, price management regulations and commodity identification specifications. For the counters with problems, the branch managers should distribute them to the corresponding suppliers according to the situation? Bad quality notice? The bad list involving liquidated damages must be reviewed by the director of quality control department.

control of out-of-range operation

Be familiar with the contracts and accessories of the counters in charge of the area, supervise the new products through spot checks on the counter and random spot checks on the spot, and correct them by emphasizing relevant regulations on staff training and supply of goods.

source management

① daily management: check the account books of key counters (which are often out of stock) or the Registration Book of Missing Goods twice a week, and urge counters to replenish goods in time. Non-key counters shall be inspected 1 times a month according to the coverage inspection plan. Provisions on Daily Management of Counter Goods

② Supply Management in Season Changing Period and Sales Season

Season changing period generally refers to March-April, August-September and 11-October

Sales season refers to May Day, Mid-Autumn Festival, National Day and the first half of New Year's Day to the end of the festival; 1 months before the Spring Festival to the Lantern Festival, during the season change; Five days before the peak sales season, we specially trained the "Measures for Follow-up of Counter Supply Festivals". The morning meeting emphasized that all staff should be mobilized, requiring all cabinets to prepare enough goods and follow up the replenishment work. If there is any difficulty, we should report it to the floor management personnel in time; You must go to the main competitors for 1 times a week, compare the varieties of at least 5 same counters, fill in the Counter Variety Questionnaire, notify or make an appointment with suppliers orally and in writing within 1 working days, and limit them to supplement within 5 working days (except those whose products are deemed unsuitable for our store);

check the clothes and shoes of counters for missing codes and colors, and check at least 5 counters every day for each industry, covering 1 times in 1 months, and record them in the Counter Inspection Record Register, and notify or meet with suppliers orally and in writing within 1 working days, and limit them to supplement within 2 working days;

if the supplier fails to supplement the goods within the time limit, it shall be handled according to Article 12 of the contract, and if necessary, the situation shall be reported to the China Merchants Branch for reminders, and its written notice shall be kept for half a year as one of the bases for supplier review ("3A", adjustment and review of settlement conditions, etc.);

report the problem of supply that can't be implemented to the first-level management personnel or shopping malls for assistance in handling, and report the counters with serious problems to the counter business division in time;

after the goods enter the market, they are not allowed to be transferred out in principle. If it is really necessary to replace and transfer them out, they must go through the formalities of approval for release on the floor, otherwise the responsibility of the counter salesperson will be investigated (the salesperson on duty will be fined 5 points for the first time, 11 yuan for the second time, and 21 yuan will be fined for more than 3 times);

for salespersons who follow up the supply in time, 5-21 points will be added for counter salespersons who are basically out of stock that month; Insufficient follow-up, 5-21 points will be deducted in the month when the shortage of goods is serious.

3. Service management

(1) Service management during sales-on-site supervision and inspection

When employees enter the building every morning, check the arrival of personnel at the entrance of the floor, and personal belongings are strictly prohibited.

hold morning meetings irregularly before business to comment on the sales situation and problems found on the spot the day before, or conduct special training, or cheer up and inspire rustic.

during the business period, mobile management shall be implemented, and patrol inspection shall be conducted regularly or irregularly within a reasonable business scope (not less than 3 times per shift). The inspection contents include employees' gfd, code of conduct, reception service, shelf display, signs, environmental sanitation, fire safety, etc. At least 2 problems are found during each patrol, which shall be recorded in the Record Book of Floor Business Site Inspection (Goods, Services, Environment).

handle various emergencies and maintain normal business order.

at the end of business, do a good job of clearing the field.

every month, according to the floor goods, services, quality records, health coverage inspection plan, check the reception service and commodity knowledge of all counters, and check at least one counter and keep corresponding records. Note: The number of spot checks can be increased correspondingly in large cabinets, and the supermarket will spot check 11% of its employees every month.

solve the problems arising from various inspections of the company and the shopping mall (including quarterly inspection, mystery customer inspection, internal and external audit, customer survey, comprehensive inspection of the shopping mall, etc.).

add a penalty sheet to the individuals who appear in the above-mentioned inspections, and issue a Notice of Poor Quality and Price to the suppliers. Typical cases are compiled into cases. Cooperate with the branch to summarize and analyze the problems found in various inspections and after-sales service (see below) every month, and form the Floor Monthly Site Analysis Report, which will be submitted to the commodity business department for assistance together with the case every 27th (generally written by the supervisor of the commodity business department).

Contents of Monthly Floor Site Analysis Report:

① Statistics of site inspection (analysis of key problems and formulation of corrective measures);

② statistical table of customer complaints (quality, price and service) satisfaction rate;

③ customer return visit;

④ customer interview analysis.

association