First, the front desk, staff access:
1. Check the articles carried by off-duty employees, whether they carry articles, etc. ).
2. Responsible for the registration of visitors, politely answer their inquiries, and notify visitors by telephone or other means, while maintaining the working order of the office area and supervising the cleanliness.
3. Prevent employees who don't wear work clothes or work cards from entering the mall through the passage.
4. Employees are forbidden to punch in and out of work. Once found, their work achievements will be recorded immediately and reported to the personnel department.
5. It is forbidden for employees on duty to leave the mall without reason, and those who need to leave because of work should go out to register.
6. Carefully check the goods brought out of the mall through this channel, ask the reasons and make a good registration, verify whether the documents are consistent with the physical objects, and strictly implement the (goods access process).
7. Stop employees from bringing bags (bags) and items unrelated to work into the mall from the passage.
8. Customers, delivery personnel and other irrelevant personnel are prohibited from entering and leaving the passage.
9. Check and register the personnel who are on duty in the office area at night due to work needs, and may not enter without registration.
10. After the night shift is cleared, check whether the doors, windows and lighting in the office area are closed properly.
1 1. Do a good job of receiving customer complaints and feed back the results to customers in time.
Second, the monitoring room post
1. Under the leadership of the manager and duty assistant, monitor the safety, confidentiality and correct operation of the control room.
2. Familiar with various monitoring systems, instruments, equipment and working principles.
3. Be familiar with the layout and orientation of the monitoring area, report to the foreman or the assistant on duty in time when suspicious circumstances are found, and make tracking videos and detailed records.
4. Don't let go of any doubt easily, and record the abnormal situation immediately. Inform the foreman and assistant by walkie-talkie at the same time.
5. Seriously implement the confidentiality provisions of the control room, and prohibit non-working personnel from entering the control room.
6. Take good care of monitoring equipment, actively report faults and contact relevant departments to eliminate them, and do not run in spite of illness. At the same time, do a good job of communication and protection.
7. For the problems on duty, make detailed handover records.
Third, the customer entrance.
1. Remind customers to store their bags. Smoking, people with bare backs, people with pets and people with untidy clothes are not allowed to enter the store.
2. Pay more attention to the elderly and children to prevent them from falling when going up and down the escalator, and be responsible for the placement and supply of shopping carts and shopping baskets to ensure that customers need them at any time.
3. Guide customers to the service desk to handle related matters.
4. If there are similar goods, keep the bag.
5. Good service: "Welcome to a supermarket, please, thank you" and so on.
6. Actively cooperate, inspect, supervise and service the return procedures of the center.
7. Observe the personnel entering the store, and notify the foreman (assistant) or above in time if there are any suspicious personnel.
8. Stop customers from going in and out in the opposite direction.
9. The local government and relevant fire control and industrial and commercial departments shall notify the foreman and assistant in time upon arrival.
10. Strictly and carefully check the delivery of household appliances (and unpack and check whether the goods, models and prices are consistent with the computer receipt and delivery note, and release them only after checking them correctly, and indicate on the computer receipt: the goods have been delivered, time and name; And do a good job in the registration of goods in and out of the warehouse, and strictly implement the delivery procedures. )
1 1. Prepare for an emergency.
Fourth, the cashier post
1. Monitor whether employees shop at the cashier.
2. Supervise and stop customers and employees from taking unpaid goods out of the checkout counter, and report the serious situation to the foreman or assistant for handling.
3. Supervise whether the cashier missed or failed to make the order, and whether there was collusion with customers, employees, relatives and friends.
4. Supervise whether customers and employees change packages, change prices and use counterfeit money when paying bills.
5. Check and verify whether customers pay for the goods sold at the supermarket counter. Seal and verify before release. Mark "the goods have been delivered" on the computer receipt, and sign the name and date. )
6. When the group purchase goods are delivered, assign a special person to check whether the computer receipt is consistent with the delivery list, and then release them after verification. At the same time (indicate whether the goods have been shipped, time and name on the computer receipt and delivery list).
7. Supervise the normal operation and maintenance of inspection equipment.
8. Loss prevention staff without shopping channels should supervise and cooperate with the service center in all aspects such as return and exchange.
9. The convenience entrance channel should be well explained by customers, and customers are forbidden to go out from here (only authorized personnel), and the shopping cart and shopping basket should be supervised and delivered to the second floor in time in the cashier area.
10. Supervise the cashier not to get off the plane for no reason, and supervise the hygiene of the shopping cart (basket) at the checkout counter.
1 1. In case of an emergency in the mall, go to the designated place and stand by quickly.
Verb (abbreviation of verb) export alcohol and tobacco cabinet
1. Supervise and prohibit customers from taking goods or unpaid goods out of the store.
2. Supervise and verify whether the goods paid by customers are consistent with the computer receipts.
3. Let the customer bring the paid goods into the store.
4. The leisure platform is forbidden for customers (children) to climb, and safety precautions should be taken.
5. Shopping carts and shopping baskets are prohibited from going out.
6. When the burglar alarm, according to the alarm procedure.
Six, EAS main export
1. Control the order of people flow in this area, prevent congestion and chaos, and keep it smooth.
2. Check whether the goods carried by customers are consistent with the date, quantity, name and price of the shopping receipt.
3. When there is an alarm, the principle is: "Check things first, then check people." And do a good job of explanation, to ensure that the goods you carry when you go out, take them to the loss prevention office and give them to the foreman on duty.
Alarm processing mode:
First of all, you should politely stop the customer: "Hello, sir (miss): Just a moment, an alarm occurred when you called the police in the past. Maybe the cashier forgot to degauss some goods for you. Do you want me to check for you? " Inspect the goods first, and notify the cashier foreman to handle it accordingly when calling the police. If there is no alarm on the product, please politely ask the customer to pass the alarm test and observe his expression. If you confirm that there are goods in the mall on him or in his handbag that have not been paid, please go to the office to deal with them. (In principle: check things first, then check people)
be responsible for
Focus on health and safety management, always be vigilant and make emergency preparations.
5. It is forbidden to enter in the opposite direction to prevent confusion.
6. Do a good job of checking the invoice sales of supermarket counters.
VII. Posts in Receiving Area
1. Responsible for the registration, classification and parking of suppliers' vehicles.
2. Actively cooperate with the personnel of the receiving team to count the items entering the mall, and accept the goods according to the procedures specified by the company, but they cannot enter the authorized area.
3. Employees, customers and suppliers are prohibited from entering and leaving the receiving department (except the receiving group and fresh suppliers), but they cannot go out from this area.
4. Suppliers and employees are prohibited from smoking and eating in the receiving area.
5. The returned goods and the goods reported as damaged shall be signed by the department head and relevant personnel, and the procedures for returning goods and reporting losses shall be strictly implemented.
Return (exchange) procedure:
Verify whether the documents are in conformity with the physical objects (including date, quantity, variety, price, etc.). ), whether the supervisor agrees with the amount authority and whether the relevant personnel sign it.
Loss reporting procedure:
Check whether the goods have reached the reported loss (expired, deteriorated, unsalable, etc.). ). If the goods have reached the reported loss, check whether the physical objects are consistent with the documents. Check and sign your name and date. Inform the foreman and assistant or above in time when problems are found.
6. When the bulky goods purchased by customers are sent out at the receiving place, the computer ticket and the delivery list should be carefully checked, and the loss prevention staff can only release them after verification and registration, and the delivery procedures should be strictly implemented.
7. The elevator post must guard the elevator workers, unload the goods, enter and exit the receiving department according to the designated route, strictly implement the procedures for entering and leaving the goods, and maintain the normal operation of the elevator.
8. Supervise and inspect that employees and cleaners must put the garbage into the garbage room and are not allowed to put it anywhere. At the same time, we should keep an eye on the garbage room, and no one is allowed to turn over the domestic garbage in it.
9. Manage the sanitation of the receiving area and do a good job of supervision.
10. Strictly implement various procedural systems, such as receiving goods at night.
Eight, night shift
1. It is forbidden to doze off and sleep during duty.
2. Assist night club duty manager and night shift staff to patrol the market, and clean up the market after business.
3. Check whether all doors and windows, lights, power supply, gas, switches, machines and equipment are normal. Whether it is closed and whether there are other fire safety accidents.
4. After clearing the site, the monitoring personnel on duty are responsible for turning on the infrared alarm system of the mall to protect (control) the mall.
5. The person on duty (foreman) must patrol the shopping mall every half an hour and handle any abnormal situation in time.
6. If the infrared alarm center gives an alarm during the duty, the foreman will check and handle the alarm area.