Manager's handbook

First, the identity of the manager

Second, the ability that managers should have.

Third, managers cannot have quality.

Fourth, the manager's day's activities

V. Management authority of the manager

1, personnel management 2, shortage management

3. Loss Management 4. Cashier Management

5. Report management 6. Health management

7. Promotion management. Training management

9, reward and punishment management 10, target management

1 1, information management 12, complaint management

13, emergency management 14, cost reduction management

15, safety management 16, contact the headquarters.

17, store equipment management 18, safety management

Six, the manager's self-examination

Seven, the manager's assessment

The purpose of this manual is to help the manager of the bakery understand his responsibilities and complete the task better.

First, the identity of the manager

1, representative of the company's business stores

From the moment you become the store manager, you are no longer an ordinary employee. You represent the overall image of the company and the business stores of the company. You must stand in the company's position, strengthen management, and achieve the goal of the company's operating efficiency.

2, the realization of the turnover target

The store you manage must be profitable to prove your value, and in the process of achieving the goal, your management and setting an example will be extremely important. Therefore, 50% of the achievement of the turnover target depends on your excellent performance.

3. The commander of the store

Small business shops are also a collective, and there must be a commander, that is, you. You should not only give full play to your talents, but also take the responsibility of directing other employees-to help each employee give full play to his talents, you must influence employees with your own actions and thoughts, instead of letting employees influence your judgment and thinking.

Second, the ability that managers should have.

1, guiding ability

It refers to changing old ideas, making them give full play to their talents, thus improving their turnover ability.

2, the ability of education

Be able to find out the shortcomings of employees and help them improve their ability and quality.

3. Data computing ability

Master, study and analyze reports and data] so as to understand the performance of your store.

4. Ability to achieve goals

In order to achieve the goal. But there must be organizational ability and cohesion, as well as the ability to control employees.

5. Good judgment

Have a correct judgment in the face of problems and solve them quickly.

6, the ability of professional knowledge

Understand the necessary knowledge and skills of cakes and bread you sell and business services.

7. The operation ability of the store

Refers to the management skills necessary to run a store.

8. Ability to manage people and time

9. Ability to improve service quality

Instruct the service to be more reasonable, so that customers have a sense of intimacy, convenience, trust and comfort.

10, self-training ability

We should keep pace with the times, improve ourselves and grow up happily with the company.

1 1, honest and trustworthy

Third, the manager can't have the quality.

1, leapfrog reporting, self-assertion (refers to sudden problems)

2, shirk responsibility, evade responsibility

3. Criticize the company privately and complain about the current situation of the company.

4. Don't set goals, and don't believe that you and your employees can create business miracles.

5, when there is merit, exclusive.

6, not good at using the advantages of the clerk, only see the shortcomings of the clerk.

7, don't want to train their own employees, don't want employees to surpass themselves.

8. For superiors or companies, report good news instead of bad news, only bad news.

9, unwilling to strictly manage the store, just want to be a good person.

Fourth, the manager's day's activities

1, prepare for opening the door in the morning (half an hour before opening the store)

Answer: employee confirmation, attendance and vacation, employee mental state.

B: Inspection of operating storefronts: check inventory, new inventory, merchandise display, storefronts cleanliness, lighting, price, equipment, change, etc.

C: yesterday's volume analysis: whether the specific figures are down or up (find out the reasons), and try to increase the volume.

Announce the business objectives of the day

2. After opening the store, it will last until noon.

A: Confirm the focus of today's work. How much turnover should we make today?

What kind of products are being promoted today?

B: Track business problems (equipment maintenance, lighting, product arrangement, etc.). )

C: Compare the sales/amount of cakes and bread in the store.

D: When is the business peak today?

3. Have lunch in shifts at noon

4. Afternoon (1 pm ~ 3 pm)

A: Train and talk to employees to boost morale.

B: handle and report the problems found.

C: A survey of peer shops around (compared with ours, how is business)

5. Evening (3: 00 ~ 6: 00)

Answer: Confirm the completion of turnover.

B: check the overall situation of the store.

C: Instructions for heirs or agents.

D: place an order and coordinate with the head office.

6. Evening (6: 00 ~ closing time)

Answer: Sell products and strive to achieve the goals of the day.

B: Inventory and cashier.

C: make a daily report

D: completion of finishing work

E: Do a good job of leaving the store (ensure the safety of the store at night).

V. Authority of the manager

1, employee management

A: Attendance management: It is forbidden to be late and leave early, and discipline is strictly observed.

b； Service management: attract repeat customers with quality service.

C: Work efficiency management: continuously improve the work speed and quality of each employee.

D: management of nonconforming products. Generally, there are two situations:

* Retraining unqualified employees.

* Dismiss hopeless employees.

2. Out of stock management

Shortage is the direct reason why turnover can't be improved. Therefore, when placing an order, you must consider the specific business situation. Every once in a while, we should consciously increase the number of orders to avoid stagnation or continuous decline in turnover.

3. Loss management

Losses are divided into internal losses and external losses.

The store manager must understand that losses have a very serious impact on profits. In the bread business, for every dollar lost, 3~5 yuan's goods will be sold to make up for the loss, so controlling the loss is to increase the profit.

A: Internal losses.

Shops mainly receive cash, which is the main income of bakeries. If the cashier is damaged due to human factors, it will directly affect the turnover of the store you manage. The biggest human factor is stealing cash or stealing company property in a more subtle way.

(1) When the shop assistant has the following situations, the store manager should be vigilant and observe whether the shop assistant has the motivation to reduce staff.

* Employees leave the mall without asking for leave.

* The clerk suspects that others are dishonest without evidence.

* There is too much change in the cash register (or the cashier doesn't go into the bank that day)

* The shop assistant has an abnormal working attitude.

* The staff complained that it was difficult to reconcile the statements with the cash receipts and payments.

The clerk complained that there was something wrong with the cash register

When the above problems occur, the store manager should investigate in time, understand the root cause of the problem and solve it quickly.

(2) The shop assistant goes astray, which has several manifestations.

* First-in first-out, the cash received is always less than the reported amount, and even false statements are made to match the cash income.

* There is a shortage of products, and the number of cakes or the total number of statements received during the settlement verification is inconsistent.

* Employees do their own shopping, generally buying high-priced goods at low prices.

* Employees give customers change and deliberately give less.

The shop assistant is an inside job.

* Stealing products when opening and closing doors.

* Stealing products or cash while off duty or at rest.

In case of the above situation, first, we must seize the favorable evidence, and second, we must resolutely dismiss (report to the company for implementation).

(3) losses caused by negligence in operation

* The price tag is not placed or marked correctly.

* Account check error

* The door of the shop is unlocked.

* The expiration date of the project has passed.

B: external losses

(1) Losses caused by supply, handling or collusion with employees

* The delivery note shows signs of change.

* The delivery list is not clear.

* Products have been put into containers before collection.

* The porter quickly collected all the products he sent, leaving a delivery note.

* Don't let the sales staff collect it carefully.

* When the product entered the store, the clerk was not informed.

* The porter quickly gave the free samples to the clerk or the store manager, and went easy on them.

* tried to threaten to check his shop assistant.

* Shop assistants place private orders with the workshop.

* The staff is dissatisfied with her work or strongly dissatisfied with the company.

* Employees have unusual financial pressure.

(2) Losses caused by improper ordering and acceptance.

* The ordered products are not ordered, and the products that should not be ordered are ordered.

* No acceptance name, quantity, quality, validity period and label.

* Forgot to put the accepted products on the shelves.

solution

-Order in moderation, but consciously order for a longer period of time to increase turnover.

-Before ordering, strictly check the inventory and sales volume.

-Refer to previous orders.

-A single large order should be tracked.

-Check the delivery list.

-All defective products shall be rejected, and the reasons for the rejection shall be explained, and the names of the delivery and manager shall be signed.

-For products that have no delivery list for the time being, you must write down the name and number of the product for later inspection.

(3) Losses caused by improper return handling.

* Expired bread and cakes must be returned.

* Dirty and damaged products must be returned.

* delivery without ordering (except for new products, with notice) must be returned.

* The return form shall be consistent with the actual quantity and sent to the headquarters together, and shall not be handled privately.

* If the goods are returned due to intentional damage of personnel, the parties concerned shall be investigated for responsibility.

(4) Loss of goods stolen by customers

* Customers enter the store with big bags.

* The customer left the store with the goods, but did not pay.

* Customers eat while walking, without paying.

* Several customers went shopping together to cover the theft.

In case of the above situation, the clerk should always pay attention and take the initiative to go forward to serve to reduce the chance of theft.

(5) Loss due to operational errors

* Other business goods transfer products are not recorded.

* Compensation to customers was not recorded.

* No record of preferential treatment for customers.

* Temporary returns and replacements are not recorded.

* Promotional goods are not recorded.

* Personal consumables are not recorded (such as brooms, rags, etc.). )

(6) Losses caused by robbery

Preventing robbery is a necessary common sense for business at night.

* Stores should be bright.

* Cash registers only keep a certain amount of cash.

* You should turn on the light at night.

* Stay alert.

Matters needing attention in case of robbery

* Follow the instructions of the robbers

* Stay calm and don't panic.

* Carefully observe the characteristics of the robbers: age, gender, appearance, skin color, clothing, height (car, license plate, etc. )

* Call the police immediately afterwards, maintain the scene, and record the robbery process for all the people present.

* At the same time, notify the superior (don't go beyond the notice), suspend business and post the notice of internal adjustment.

* Waiting for the opinions of the police and superiors.

(seven) the losses caused by the accident

* Fire

* Floods

* Wind disaster

* Power failure

* Fighting, brawling

* Accidental injury of personnel.

In case of the above situation, the store manager should report to the immediate superior and then find relevant personnel to solve the problem.

4. Cashier management

* cashier operation can't lose by mistake.

* The manager is responsible for cleaning the cash register.

* If the cashier's cash does not match the account, find out the reason.

* The recovered cash should be properly kept.

* Cashiers prevent individual employees from stealing.

5. Report management

* The report must be filled in correctly and cannot be changed after being signed.

* Note, if you find any changes, please ask the reason.

* reporting errors should be strictly reviewed.

-What sells well?

-What's hard to sell?

-Find out why.

6. Health management

Hygiene includes in-store hygiene and out-of-store hygiene.

A: The hygiene in the store must be cleaned at any time, so that customers can feel spotless before turning back.

B: We should also take the initiative to clean the outside of the store so as not to hinder customers from walking.

Cleanliness is an important condition for making bread, and the competition in modern bakeries is becoming more and more fierce. Therefore, the cleanliness must be better than others to attract customers.

7. Promotion management

A: Before the promotion:

The duties of a store manager

Job responsibilities:

1. Maintain good sales performance in the store;

2. Strictly control the in-store loss;

3. Keep the display in the store clean and vivid;

4. Reasonably control the personnel cost and maintain the high efficiency of employees;

5. Maintain good customer service in the store;

6. Strengthen fire prevention, theft prevention, work injury prevention and security work;

7. Review the in-store budget and in-store expenditure.

Main work:

1. Be fully responsible for the management and operation of the store;

2. Make store sales and gross profit plans and guide their implementation;

3. Communicate and implement the work plan of the marketing department;

4. Coordinate public relations with local government departments;

5. Responsible for communication with regional headquarters and other business departments;

6. Be responsible for the selection, distribution and assessment of personnel in all departments of the mall;

7. Guide the business work of all departments of the store and strive to improve sales and service performance;

8. Advocate and supervise the implementation of the business philosophy of "customer first, service first" and create a warm, polite, clean and comfortable shopping environment;

9. Control the loss rate, personnel cost and operating cost, and establish the management concept of "low cost";

10. Conduct inventory management to ensure sufficient goods, accurate inventory and timely orders.

Problems;

1 1. Supervise the promotion activities of stores;

12. Ensure safe operation, strictly manage daily cleaning, fire prevention and theft prevention, and maintain daily equipment;

13. Responsible for the training of all employees in the store;

14. Authorize the manager on duty to handle in-store affairs;

15. Be responsible for other daily affairs in the store and handle abnormal situations.

Auxiliary work:

1. Guide the on-the-job training of other store personnel;

2. Assist the headquarters in handling public affairs;

3. Feedback the operation information to the headquarters.

Job responsibilities of the store manager:

I. Job responsibilities

(1) To convey the target to subordinates, it is necessary to grasp the daily, weekly, monthly and cumulative achievement of the target, lead employees to complete the designated sales target issued by the company, reach countermeasures according to the performance, lead employees to provide quality customer service and strive for the best turnover for the company.

(2) Supervise the administrative and business work of the store: preside over the morning and evening meetings and keep records.

(3) Analyze the sales work, check the supply situation daily, replenish the best-selling products in time, put forward reasonable sales suggestions or return the products to ensure daily sales.

(4) Arrange the shop assistant to carefully check the goods entering the store (returned), and report to the company immediately if any discrepancy is found.

(5) effective management and use of resources, such as manpower, goods, store display, publicity supplies, etc.

(6) Provide training, education and guidance to employees on a regular basis: all rules and regulations related to the store's work norms.

(7) Communicate the projects assigned by the company and promote the work, and train and manage all employees.

Second, personnel management.

(1) Guide employees' discipline and attendance.

(2) Arrange the class schedule and make appropriate corrections according to the actual situation to ensure that subordinates go to work on time.

(3) Put forward suggestions on personnel transfer, disciplinary action and promotion for subordinates.

(4) Responsible for implementing gfd standards and unified standards.

(5) Training employees in product knowledge, sales skills and other related work knowledge.

(6) Understand the company's policies and operational procedures, explain them to employees and promote their implementation.

(7) Ensure that every employee understands the store safety and emergency instructions.

(8) Have a clear understanding of relevant employment regulations and explain relevant company rules and benefits to employees.

(9) Hold a working meeting in the store: preside over the morning and evening meetings, keep records, discuss the store management and business matters with employees, give full play to the employees' sense of ownership, communicate in time, and reach an understanding.

Third, customer service.

(1) Guide its employees to sell goods in a professional and enthusiastic manner and provide quality customer service.

(2) Effectively handle customer complaints and reasonable requirements.

(3) Establish a good relationship between customers and the company.

(4) Establish customer contact files to better serve customers.

Fourth, commodity management

(1) Increase the replenishment amount according to the actual inventory and sales of the store to ensure that the store's inventory is appropriate or sufficient.

(2) According to the company's requirements, correctly display goods (including POP, shelves, window display, etc.). ).

(3) According to the flexible changing trend of the market, change the display mode of in-store inventory.

(4) Supervise the work of receiving goods, returning goods and transferring goods to ensure that there is no mistake.

(5) Supervise the neatness, cleanness and smoothness of the displayed goods.

(6) Pay attention to market dynamics, analyze customer feedback, and reflect and put forward positive opinions to the company in time.

Verb (abbreviation for verb) storage operation

(1) Supervise the whole store sales.

(2) Responsible for opening and closing stores, supervising cashier procedures and operating computer equipment.

(3) Keep the yard and warehouse clean and tidy.

(4) Keep the lights, music and instruments (air conditioners/tools) in normal operation.

(5) Ensure that the interior and exterior decoration and shelves of the store are intact.

(6) Supervise all in-store decoration and maintenance matters.

(7) Be responsible for the safety and fire prevention of goods, property and cash in the store.

(8) Be responsible for the display work and maintain the goods to be displayed in the yard according to the company's display requirements.

(9) Ensure that the weekly business report and business situation analysis are submitted on time and accurately.

(10) Drive all employees and effectively improve sales performance.

(1 1) Make a weekly/monthly work plan to ensure that all kinds of documents are properly brought to justice.

(12) presides over all kinds of meetings in the store as a bridge between employees and the company.

(13) Arrange shopping guides regularly to learn about the trends of other brands, report to the company in time, strengthen consultation and circulation, and monitor the arrangement of promotional activities (including personnel arrangement and normal circulation of gifts according to promotional requirements).

(14) is responsible for returning goods, delivering goods, and inputting them into computers or records in time.

Performance appraisal standard of store manager

1, achieve the monthly sales target.

2, improve the cohesion of the subordinate staff team and the centripetal force to the enterprise.

3. Provide a good and comfortable sales environment.

4. Have the obligation to protect all the property of the store.

5. Strictly implement the company's various systems.

6. The accounts are clear and consistent.

7. Submit the monthly business report to the company on time.

Position: Assistant Manager of Shopping Mall

Direct supervisor: store manager

Directly under: senior shopping guide and trainee shopping guide.

Job function; Assist the store manager to manage the store.

Function description:

(1) store operation

● Assist the store manager to monitor store sales and maintain normal operation.

● Be responsible for business-related work before or after checkout.

● Keep the shop tidy, tidy, clean, sweep the floor and read.

Assist the manager to handle all maintenance work.

● Be responsible for the safety of goods, property and cash in the store.

● Assist in all the display work of the store.

● Ensure that the music provided by the company is played in the store.

Assist the manager to complete various reports and documents.

(2) Commodity management

● Assist the store manager to keep sufficient inventory in the store.

● Display goods (including shelves, POP, etc.). ) follow the company VI manual correctly.

● It is suggested to change the display mode of goods in the store to cope with market changes.

● Assist in supervising the receipt and return of goods, and ensure the correctness.

● Pay attention to market trends, analyze customer reactions and reflect relevant suggestions to superiors.

(3) Customer service

● Assist and guide employees to sell goods in a professional way and provide quality customer service.

● Handle customer complaints and reasonable requirements.

● In addition to the duties of the shopping guide, you should also be strict with yourself, set an example to abide by company discipline, and set an example for store successors.

personnel management

● Assist the store manager to arrange rest reasonably according to company regulations and assist in implementation.

● Assist in the implementation of instrument standards and unified standards.

● Assist in training employees' product knowledge, sales skills and other related working knowledge.

Assist the store manager to do other work, take the initiative to review and propose improvement methods.

● Assist in hosting morning meetings or evening parties, and strengthen communication with employees.

● Handle interpersonal relationships among colleagues fairly and improve team spirit.

Performance evaluation criteria

1, achieve the monthly sales target.

2, improve the cohesion of the subordinate staff team and the centripetal force to the enterprise.

3. Provide a good and comfortable sales environment.

4. Have the obligation to protect all the property of the company.

5, the implementation of the company's various systems.

6. The accounts are clear and consistent.

7. Submit the monthly business report to the company on time.