Urgently ask for the rules and regulations of hotel shopping malls

4.8 working procedures and specifications of the department of shopping malls

4.8.1 procedures for goods exchange service in shopping malls

4.8.1.1 When a customer requests a replacement, the salesperson must check it and meet the following conditions before deciding to replace it: the goods have not been used; The goods sold are intact or have quality problems, and the reasons are not caused by improper use by customers but the quality problems of manufacturers; The customer holds the sales documents of this shopping mall; Purchase goods within a reasonable period of time.

4.8.1.2 after inspection, if it meets the conditions for returning goods, the salesperson can report it to the store manager and give it a replacement after approval by the store manager.

4.8.1.3 whether it can be returned or not, the salesperson must be polite to the customer and patiently explain the reasons.

4.8.2 after-sales service operation procedures

4.8.2.1 After the goods are sold, all necessary services should be provided to the guests to improve the service quality and maintain the sales level.

4.8.2.2 Be responsible for the customers, and the shopping mall should strengthen the after-sales service according to the customers' needs: issue product quality tracking cards: for some middle and high-grade goods, the shopping mall should contact with the manufacturers, and the shopping mall and the manufacturers should bear the quality of the sold products together, and issue the product quality tracking cards together with the sold goods. After the customers use them for a period of time, they should fill out the product quality tracking cards and send them back to the shopping mall, and then the shopping mall will feed them back to the manufacturers. Insurance, surrender and exchange: after the goods are sold, it is found that the specifications and models are wrong, unsuitable or have other problems. Even after a period of use, it is found that there are quality problems due to the design and manufacture of the products themselves. As long as the goods are verified to be sold in the mall, the mall should allow the goods to be returned and exchanged, and implement partial or full refund. Shopping malls will not return food, medicines, condiments and various nutritional tonics after they are sold, but they should explain to customers so as not to cause misunderstanding; Consignment by mail: When customers buy goods, especially some middle and high-grade goods, due to the long distance, inconvenient travel, schedule and specifications of goods, the shopping mall can consign or mail them for customers, and this business can be carried out if conditions permit. However, in the implementation process, please fill in the address, zip code, name, ID number, etc. clearly, and according to the nature of the goods, please choose the delivery method and pack and bundle the goods reasonably so that they can be on the way. Pre-order service: when customers buy goods, if the goods are out of stock or out of stock, and some goods may arrive in the near future, they can ask them to register and make an appointment. At the time of registration, please ask the guests to fill in the detailed information such as the model, name, specification, size, manufacturer and price of the goods to be purchased. The shop assistant should accurately write down the address and telephone number of the guest, so as to inform the guest in time when the goods arrive, so that he can buy the goods he wants to buy as he wishes;

2.12 retail goods purchase system

2.12.1 All goods must be put into the warehouse first, then go through the formalities of acceptance and pricing, and then notify the counter.

2.12.2 the counter should actively deliver goods and go through the formalities of receiving goods from the warehouse. If the goods are found to be of quality when picking up the goods, the counter must make comments or refuse to accept them. However, under normal circumstances, the counter has no right to refuse to accept goods, and the counter should have warehouses and cabinets.

2.12.3 at the beginning of each month, each counter in the shopping mall department will report the sales plan for the next month to the purchasing department. The purchasing department makes the purchase plan and reports it to the manager for approval, and then the purchasing department executes it.

2.12.4 the trial products should communicate with the department of shopping malls before they are purchased, and explain the characteristics of the products. Shop assistants must have product introduction materials. If there is no information, shop assistants can take notes, accompany the goods out of the warehouse, and do a good job in sales service.

2.12.5 the arrival time must conform to the terms of the contract. if the goods cannot arrive on time, the purchasing department will explain the reasons and remedies at the business analysis meeting.

2.12.6 regularly send one copy of the inventory list to the shopping mall department, the purchasing department, the finance department and the general manager's office, so as to grasp the inventory situation and do a good job in purchasing and selling.

2.12.7 the department manager regularly organizes the person in charge of the mall, the purchasing department and the warehouse to hold business analysis meetings to discuss and solve and coordinate the problems existing in the process of sales, inventory and purchase.

2.12.8 slow-moving and defective goods on consignment at the counter should be returned to the warehouse regularly. Damaged goods shall be filled out by the counter, and unsalable goods shall be returned to the warehouse after being approved by the person in charge of the mall.

2.12.9 the purchasing department should contact the shipping unit in time to handle the return. Small commodities that cannot be sold domestically for half a year and large commodities that cannot be sold domestically for one year are unsalable commodities, and the sale period of special commodities is not limited.

2.12.1 All the defective goods in operation shall be reported to the price clerk of the finance department, who will make timely price reduction treatment together with the financial manager, and the price reduction decision shall be made for the defective food within two days and the department store handicrafts within a certain period.

3.14 store foreman

3.14.1 job title: emporium foreman

3.14.2 job level: foreman

3.14.3 direct supervisor: front office manager

3.14.4 direct subordinate: store salesperson < Organize the supply of goods according to the demand of tourist consumers, mainly including tourist goods, souvenirs and daily necessities. The store manager is responsible for supervising the service level of the shop assistants, and is responsible for the management of the procurement, sales, cost and profit of goods.

3.14.6 Job responsibilities:

3.14.6.1 Be responsible for the overall work of the store and be responsible to the manager of the front office.

3.14.6.2 Be responsible for the management of the purchase, sale, cost and profit of commodities.

3.14.6.3 is responsible for improving the work plan, marketing decision, staff quality, work efficiency and service level of the shopping mall.

3.14.6.4 understand the market information, be familiar with and master the market conditions, organize marketable goods sources, and strive to open up new sources and markets according to the characteristics and requirements of hotel guests, so as to continuously increase operating income.

3.14.6.5 Keep good relations with customers, do a good job in financial management, be good at planning and making decisions on work, seize the opportunity to do a good job in commodity marketing and expand operating income.

3.14.6.6 Conduct business negotiations according to the marketing situation of commodities, especially for bulk important commodities, and sign marketing agreements to conduct friendly business exchanges under the principle of equality and mutual benefit.

3.14.6.7 Maintain close relationship with customers. Regardless of the units and individuals who take the initiative to come to the door or go out for business contact, they should treat each other with courtesy and pay attention to business reputation, so that commodity sales have a stable supply base.

3.14.6.8 patrol and check the gfd, manners and sales skills of shop assistants in commodity sales activities, and make necessary supervision.

3.14.6.9 handle the daily marketing work of the department and handle the complaints of guests;

3.14.6.1 Be responsible for the attendance and performance appraisal of department employees, and complete the performance of marketing tasks, praise or criticize, reward or punish them according to their work performance.

3.14.6.11 be responsible for the safety and fire prevention of the department of shopping malls.

3.15 Shop Assistant

3.15.1 Job Name: Shop Assistant (position: emporium staff)

3.15.2 Job Level: Employee

3.15.3 Direct Supervisor: Shop Assistant

3.15.4 Job Summary:

3.15.5 Job responsibilities

3.15.5.1 Do a good job in commodity statistics, and report all kinds of best-selling or unsalable commodity information in time.

3.15.5.2 Put forward the name and quantity of the items to be purchased to the manager in advance according to the counting number.

3.15.5.3 Love the hotel, consciously abide by the rules and regulations of the hotel and the counter discipline of the shopping mall, and strictly abide by the operating specifications of the shop assistants.

3.15.5.4 if the goods to be purchased do not arrive within the specified time, they should report to the superior in time.

3.15.5.5 Take good care of all kinds of goods and other hotel properties, and do a good job in keeping all kinds of goods and displaying samples in the cabinet; Timely replenish the goods in the counter and keep the specifications and varieties of the goods in the window complete.

3.15.5.6 do a good job in commodity sales and service, and make the commodities clearly marked.

3.15.5.7 when selling goods, we should try our best to avoid mistakes, do a good job of summarizing commodity statements on a regular basis, and be serious and responsible when taking stock every day to ensure that the accounts are consistent with the contents.

3.15.5.8 Strictly implement the financial system of the hotel, keep the sales records of commodities on that day, and carefully check the records of all kinds of bills.

3.15.5.9 Take the post in advance, do a good job in sorting out the counter, do a good job in cleaning the counter and the surrounding environment, and do a good job in succession. Only after confirmation can you leave your post.

3.15.5.1 you must turn off the lights and lock the door after work, and you must give the key to the relevant personnel when you leave work.

3.15.5.11 strictly implement the commodity acceptance system, pay attention to the shelf life of food, and report the name of the food that is about to expire to the superior one month in advance to ensure FIFO.

3.15.5.12 master the sales and storage of commodities, and collect and report the information of various best-selling or unsalable commodities in time.

3.15.5.13 pay attention to all safety precautions to prevent theft and fire.

3.15.5.14 Strive to establish a sense of quality service, do a good job in unity and cooperation among employees, give full play to initiative and enthusiasm, actively participate in all kinds of training at all levels, and constantly improve their business and professional ethics.

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