What should I pay attention to when opening a bakery?

(1) Job responsibilities of the store management manager

1. Responsible for the normal operation of direct stores and franchisees.

2. Responsible for store sales management, decomposition and complete the annual business objectives.

3. Be responsible for the management of the store team, and have the right to decide the appointment and removal of the store manager and store personnel, as well as work scheduling.

4. Responsible for the store plan management, formulate the annual work plan of the department, and review the work plan of each position in the store.

5. Responsible for store production management, production planning, organization, process control and food safety.

6. Be responsible for store safety management, and supervise and manage the safety of goods, funds, facilities and equipment.

7. Responsible for store hygiene management, supervision and inspection according to hygiene inspection standards.

8. Responsible for store product quality management, and supervise the implementation of product acceptance and shelf life according to product acceptance standards.

9. Responsible for store service management and supervision of store service quality.

(B) shopping mall management and supervision responsibilities

1. Responsible for store management manager,

2. Responsible for the supervision and guidance of the daily operation of the store.

3. Be responsible for the planning, organization, implementation and evaluation of store personnel training.

4. Be responsible for the implementation and enforcement of the company's various rules and regulations, and have the responsibility to propose the revision plan of the system.

5. Be responsible for the formulation and implementation of the annual work plan of this position.

6. Responsible for the supervision and implementation of store activities.

7. Responsible for assisting the store manager to optimize and allocate store personnel.

8. Assist the store manager in handling service disputes and customer complaints.

9. Job responsibilities of the plan administrator of the store management department

(3) Job responsibilities of the plan administrator of the store management department

1. Responsible for reviewing, summarizing and submitting store reports.

2. Responsible for store data sorting, analysis and submission.

3. Responsible for the application, payment and delivery of printed materials in the store.

4. Be responsible for the statistics, review and submission of cakes made by headquarters and stores in different places to finance.

5. Be responsible for counting the list of trainers in franchise stores and submitting it to the Administration Department.

6. Responsible for the printing and distribution of store forms.

7. Be responsible for the statistics of customer information in shopping malls and the return plan.

8. Responsible for issuing orders for products needed for holiday products buffet.

9. Responsible for the supervision of store inventory.

(4) Responsibilities of the asset management post of the store management department

1. Responsible for the store management manager.

2. Responsible for the store inventory supervision of low-value consumables of fixed assets,

3. According to the asset allocation standard of the mall, be responsible for drafting the asset allocation standard of the mall.

4. Establish files of various asset suppliers,

5. Be responsible for supervising the daily maintenance of store assets and the implementation of administrative maintenance plan.

6. Be responsible for the warranty and follow-up of store facilities and equipment.

7. Be responsible for the budget and final accounts of new store investment expenses.

8. Assist stores to establish asset management ledger.

9. Assist in the monthly inventory of fixed assets and low-value consumables.

10. Responsible for drafting and implementing the procurement plan of raw materials, office supplies and molds needed by the new store.

(5) Job responsibilities of the store manager

1. Be responsible for the store management manager and be fully responsible for the management of our store.

2. Responsible for store sales management,

2. 1 Break down the annual sales target and be responsible for achieving it.

2.2 Responsible for the implementation and summary of the activity plans of the mall.

2.3 responsible for the statistics and analysis of sales data,

2.4 responsible for the management of purchasing plan,

2.5 Responsible for the collection and feedback of market demand and product information,

3. Responsible for store team management

3. 1 Be responsible for the daily management of employees, and check the work situation of store employees according to their responsibilities.

3.2 Preside over the morning meeting,

3.3 Be responsible for on-site training and special training for employees.

3.4 Be responsible for the implementation of the company's rules and regulations.

3.5 Be responsible for proposing suggestions on the employment, appointment and dismissal of employees.

3.6 Be responsible for understanding the ideological trends of employees, communicating in time, and fully mobilizing the enthusiasm of employees.

4. Responsible for the on-site management of shopping malls,

4. 1 Responsible for product display in the mall,

4.2 responsible for the health management of shopping malls,

4.3 Responsible for the supervision and implementation of store opening and closing processes and business processes.

4.4 responsible for the store inventory management,

5. Responsible for store safety management,

5. 1 Responsible for fire prevention, theft prevention, work injury prevention, waterproofing and other safety work.

5.2 Be responsible for the safety of goods, funds, facilities and equipment in our store.

6. Responsible for store accounting management,

6. 1 Responsible for the storage management of our store, ensuring that the accounts are consistent with the facts.

6.2 Responsible for the management of accounts receivable in our store.

6.3 Be responsible for supervising and auditing the issuance and posting of bills in our store.

7. Responsible for product quality management in shopping malls,

7. 1 Responsible for supervising the incoming inspection of raw materials in our store.

7.2 Check the product acceptance according to the product acceptance standard.

7.3 Be responsible for checking the quality of shelf products and the implementation of shelf life.

7.4 check the quality and shelf life of raw materials in stock,

7.5 Check the quality and shelf life of self-mixed stuffing.

8. Responsible for store service management

8. 1 Responsible for supervising and managing gfd services and implementing specifications.

8.2 Responsible for supervising the quality of delivery service,

8.3 responsible for the daily maintenance of customer relationship,

8.4 Be responsible for handling and reporting customer complaints of our store.

9. Responsible for production planning, organization, process control and food safety.

10. Responsible for the formulation and implementation of the annual work plan.

1 1. Responsible for handling our business.

(6) Job responsibilities of the shopping guide

1. Basic responsibilities,

1. 1 Strictly implement the rules, regulations and workflow of this position.

1.2 is responsible for completing the sales task of this shift.

1.3 master the product variety structure and nutrition knowledge sold in stores, and the price and goods are suitable for people.

1.4 Responsible for the planning and purchasing of products in this position,

1.5 Responsible for the standardized inventory management of this position,

1.6 master basic business etiquette and commodity sales skills,

1.7 Be responsible for the display and sales of products and regional hygiene of this shift.

1.8 Responsible for the return of raw materials for this position.

1.9 do a good job of fire prevention, theft prevention and rat prevention as required.

1. 10 is responsible for the maintenance of fixed assets and low-value consumables in this position.

2. The working rules of the shopping guide

Tally clerk position

1. Detailed rules for the implementation of procurement plan,

1. 1 Grasp the daily sales data of products,

1.2 Grasp the relationship between sales task and product procurement plan, sales task amount = number of users * product unit price,

1.2. 1 purchase principle: under the premise of controlling the return rate, ensure sufficient sales of all kinds of products.

1.2.2 demand method: demand quantity = tomorrow parameter+next day parameter-today's inventory-next day arrival quantity.

1.2.3 demand parameter, demand parameter = average sales volume in the last two weeks,

1.2.4 the goods should be revised according to the weather conditions of holidays and the activities of shops.

1.3 master the process and basic operation of purchasing goods,

2. Detailed Rules for the Implementation of Product Acceptance

2. 1 Check the product quality according to the product acceptance standard and report the unqualified products in time.

2.2 According to the requisition, check whether the difference between the purchased quantity and the required quantity is reasonable, and report the problems in time.

2.3 Check whether the difference between the shipped quantity and the required quantity is reasonable according to the baking list, and report the problems in time.

2.4 Check the consistency of baker's daily output statistics according to the number of delivery notes, and sign for confirmation.

3. Detailed Rules for the Implementation of Product Display

3. 1 Display according to the store commodity display standard.

3.2 Ensure that the product corresponds to the label one by one.

3.3 Arrange and replenish containers according to the first-in first-out principle.

4. Detailed Rules for the Implementation of Product Sales

4. 1 Master the product name, price, ingredients, applicable people, selling points and sales skills,

4.2 the implementation of shopping mall welcome language and happy object,

4.3 Carry out the distribution of in-store baking products, so-and-so products are baked now, welcome to buy!

4.4 Implementation and feedback of tasting plan

4.5 Guide customers' consumption through sales talks,

5. Detailed implementation rules for taking products off the shelves

5. 1 Grasp the storage conditions, shelf life and fresh-keeping period of products.

5.2 Check the production date of the products on the shelf every day 12: 00 and 2100, remove the expired products and put them in the return area.

5.3 Return goods according to the return management system.

Customer guidance post

1. Responsible for cleaning and maintaining the guest room bathroom according to the hygiene standards.

2. Implement the provisions of "guest etiquette" in "etiquette service standard"

3. Complete the delivery task according to the specified time.

4. Responsible for our temporary procurement,

5. Guide customers to prevent customers from crowding and other behaviors that hinder the order of collection.

6. Be responsible for assisting the daily maintenance of store hygiene and the cleaning and maintenance of sanitary appliances.

Cake shopping guide gang

1. Detailed rules for the implementation of procurement plan,

1. 1 Grasp the daily sales data of cakes,

1.2 Grasp the relationship between sales task and product purchase plan, sales task amount = quantity to be purchased * product unit price,

1.2. 1 ordering principle: under the premise of controlling the return rate, ensure sufficient cake sales.

1.2.2 ordering method: a) order quantity of cake embryo = tomorrow's parameters-current inventory+obtained parameters (winter),

B) The number of cakes required is equal to tomorrow's parameter-current inventory (summer),

C) The number of frozen embryos required is equal to the average daily sales quantity * the required period (10 day).

1.2.3 requirements: requirements = average cake production in the last two weeks.

1.2.4 modify the demand for goods: according to the weather conditions on holidays and the activities of stores,

1.3 master the seduction procedure and the basic operation of purchasing goods,

2. Detailed Rules for the Implementation of Product Acceptance

2. 1 According to the requisition, check whether the difference between the purchased quantity and the required quantity is reasonable, and report any problems in time.

2.2 Check whether the finished cake meets the standards according to the acceptance criteria, and handle the problems in time when found.

2.3 Check whether the finished cake meets the customer's requirements in the distribution list.

2.4 Check whether the order is completed on time.

3. Detailed Rules for the Implementation of Product Display

3. 1 Display according to the store commodity display standard.

3.2 Be responsible for preparing cakes, ordering and displaying cakes.

3.3 Ensure that the prepared cake is consistent with the delivery note.

4. The detailed rules for the implementation of product sales,

4. 1 Grasp the product name, price, ingredients, applicable people, selling points and sales words.

4.2 Implement the welcome language of the store and greet the object.

4.3 Implementation and feedback of tasting plan

4.4 Be responsible for the reception and consultation of customers ordering in bulk in the store, and guide customers' consumption through sales speech.

4.5 Be responsible for the inquiry of group buying cakes in our store, contact customers to place orders and arrange delivery.

4.6 Be responsible for the communication and follow-up work arrangement with the group purchase business of the key customer department.

5. Detailed implementation rules for taking products off the shelves

5. 1 Grasp the storage conditions, shelf life and fresh-keeping period of products,

5.2 Check the production dates of products at 12 and 2 1 on the shelves every day, and take the expired products off the shelves and put them in the return area.

5.3 Return goods according to the return management system.

6. Management rules for cake accessories,

6. 1 Responsible for ordering cake accessories. The order quantity is determined according to the upper and lower inventory limits, and the order quantity = upper inventory limit-actual inventory.

6.2 Be responsible for the incoming goods acceptance, check the quantity, specification and quality against the allocation list, sign it and submit it to the cashier computer for review and warehousing.

6.3 ? Responsible for warehousing according to inventory standardization,

6.4 Be responsible for the assembly of cake accessories, fill in the assembly form, and hand it over to the cashier after signing it.

6.5 Take charge of the inventory of cake boxes, fill in the corresponding list of cake boxes, and submit it to the Finance Department after signing for confirmation.

6.6 Be responsible for the daily inventory of cake accessories and check with the cashier to ensure that the accounts are consistent.

7. Be responsible for receiving and keeping the company's business funds, valuable cards and vouchers, as well as deposit.

8. Part-time duty manager, and perform the duties of duty manager.

(seven) cashier job responsibilities

1. Strictly implement the rules, regulations and workflow of this position.

2. Responsible for completing the sales task of this shift.

3. Be responsible for the daily pos cashier work of the store.

4. Responsible for the customer's account processing and finished product inventory handover.

5. The publicity and implementation of the company's activity plan, and the cashier's handling of the activity,

6. Responsible for communication with financial accounts.

7. Responsible for the return of raw materials for this position.

8. Be responsible for timely communication and recovery of notices.

9. Be responsible for keeping and maintaining the sanitation of this post area.

10. Responsible for inspection, maintenance and repair of UnionPay pos machines.

1 1. Responsible for sorting out and supplementing necessary articles and change,

12. Responsible for the incoming inspection of finished products.

13. Responsible for handing over the operating expenses and valuable cards and vouchers with the manager on duty.

14. Be responsible for filling in the distribution list correctly and maintaining the fixed assets and low-value consumables of this position.

(8) The job responsibilities of the decorator

1. Strictly implement the rules, regulations and workflow of this position.

2. According to the product operation instructions, be responsible for completing the assigned production tasks on time.

3. Be responsible for the product quality management of this position,

3. 1 Responsible for the incoming acceptance of raw materials for this position.

3.2 According to the product acceptance criteria, be responsible for the acceptance of cake embryos and frozen embryos.

3.3 Check the quality and shelf life of raw materials and semi-finished products in stock.

3.4 Responsible for the inspection of self-mixed stuffing, quality and shelf life.

4. Be responsible for the inventory and requisition of raw materials for this position.

5. Be responsible for the daily sanitation and equipment maintenance of this position.

6. Be responsible for daily production input and inspection, document arrangement and inventory.

7. Be responsible for the implementation of inventory standardization in this position.

8. Be responsible for the maintenance of fixed assets and low-value consumables in this position.

(9) Baker's job responsibilities

1. Strictly implement the rules, regulations and workflow of this position.

2. Be responsible for the product work instruction and complete the assigned production tasks on time.

3. Be responsible for the product quality management of this position.

3. 1 Responsible for the incoming acceptance of raw materials for this position.

3.2 Responsible for the acceptance of semi-finished products according to product acceptance standards.

3.3 Check the quality and shelf life of raw materials and semi-finished products in stock.

3.4 Check the quality and shelf life of homemade stuffing.

4. Responsible for the semi-finished products of this position.

5. Be responsible for the inventory and requisition of raw materials for this position.

6. Be responsible for the daily sanitation and equipment maintenance of this position.

7. Be responsible for daily production input and inspection, document arrangement and inventory.

8. Be responsible for the implementation of inventory standardization in this position.

9. Be responsible for the maintenance of fixed assets and low-value consumables in this position.

(10) Job responsibilities of barista

1. Strictly implement the rules, regulations and workflow of this position.

2. According to the product operation instructions, be responsible for completing the assigned production tasks on time.

3. Master the product variety structure, nutrition knowledge, sales price and products suitable for people.

4. Be responsible for the production, display, sale and removal of West Point cabinet products.

5. Be responsible for the product quality management of this position.

5. 1 Responsible for the incoming acceptance of raw materials for this position.

5.2 According to the product acceptance criteria, be responsible for the acceptance of semi-finished products.

5.3 Check the quality and shelf life of raw materials and semi-finished products in stock.

6. Be responsible for the inventory and requisition of raw materials for this position.

7. Be responsible for the daily sanitation and equipment maintenance of this position.

8. Responsible for the timely cleaning and display of coffee utensils,

9. Be responsible for daily production input and inspection, document arrangement and inventory.

10. Responsible for the implementation of this position inventory standardization,

1 1. Assist the store in sales and service.

12. Responsible for the maintenance of fixed assets and low-value consumables in this position.

Chapter II Job Responsibilities

Section 1 individual gfd

Personal gfd

Gfd is an important carrier to express personal image and mental outlook. All employees' behaviors in the store should be natural, decent and generous, fully reflecting their own quality and self-management. The basic requirements are as follows:

1. Standing posture requirements:

Heels close together, naturally separated into a 30-degree angle, legs straight, knees naturally close together, hands crossed in front of the abdomen, women's right hand outside, left hand inside, men's left hand outside, right hand inside, chest and abdomen together, eyes straight,

Taboo position:

Don't put your hands on your hips or in your pockets.

Do not hold your arms on your chest or put them elsewhere.

Do not relax excessively, tilt your head and lean on the counter shelf.

Don't yawn or stretch to customers.

2. Gesture requirements:

When guiding the direction of the fingers, the fingers are naturally close together, the palms are tilted upward, and the elbow joint is used as the axis to point to the target.

Taboo gestures:

It is forbidden to use one finger to show the way.

It is forbidden to do all kinds of small movements with your hands, such as picking your ears and nose.

Don't wave your hand to answer, or simply deny the customer's inquiry.

3. Walking posture requirements:

Basic requirements: hold your head high, be full of energy, and have a confident and upward eye state.

Men are steady and upright, women are light and sensitive,

Main points: Keep your upper body straight, swing your arms back and forth naturally, look straight ahead and smile. When you walk, your toes should be in front of you. When two or more people walk with you, you should naturally walk in rows or columns, walk along the straight road to the right, and when walking in the store, you should take the initiative to ask for a queue to say hello when you meet customers or colleagues.

Taboo walking posture:

When walking:

Don't look around, look around,

It is forbidden to stare at customers, look up and down, and judge people.

It is forbidden to walk with your hands akimbo, your hands in your pockets or your hands behind your back.

When many people walk, it is forbidden to talk and laugh.

4. Expression and posture requirements:

Basic requirements:

Smiling service, enthusiastic service, good at communicating with customers with expressions, actively looking for communication points with customers, smiling naturally, sincere, energetic, enthusiastic, focused and persistent. Pay attention to your tone of voice, be cordial and enthusiastic, be polite and have a moderate voice.

Taboo expression:

No cynicism, no smirk, no snickering, etc.

Taboo expressions are dull, indifferent and depressed.

Personal dress code,

Wear work clothes, hang work cards, and female employees go to work with light makeup, and their personal hygiene is neat and generous.

1. Wear tooling: When employees enter the store, they should wear tooling according to regulations, take good care of tooling, clean it on time and keep it clean.

Taboo clothing:

Do not roll up cuffs and trouser legs.

Taboo tools are dirty, wrinkled or damaged.

Don't wear sandals in summer,

It is forbidden for the outer mouth to leak out of the skirt.

2. Hairstyle:

Male employees are not allowed to cover their eyebrows in front of their hair, press their calves behind them, cover their ears on both sides and grow beards.

Female employees should comb their hair neatly according to regulations, wear headgear for long hair and keep short hair neat.

The producer wears a hairnet and his hair is completely placed in the grid.

Taboo hairstyle:

No strange hairstyle,

Taboo shawl distribution

Taboo hair color is gorgeous and exaggerated,

3. Other clothes:

Work card: store employees must wear work cards when entering the store. The work badge should be straight and eye-catching at the left chest. Employees are not allowed to wear earrings, jewelry and other accessories in the store except the gold and silver necklaces.

Exaggerated clothing:

Make-up: Male employees are required to keep their faces clean, while female employees are required to keep light makeup.

No make-up, keep yourself clean,

Before and during duty, you are not allowed to eat food or drink wine with bad smell.

Producers must wear black pants and socks to work, and shorts and skirts are not allowed!

Sales etiquette,

1. It takes 30 seconds to establish a good relationship with customers.

1. 1 When a customer approaches, you should greet the customer at the first time, nod and smile, and say welcome and other polite terms, and analyze different types of customers to take targeted services.

1.2 For fully confirmed customers, there is fast service to complete the transaction as soon as possible!

1.3 For semi-certain customers, we can use enthusiasm, patience, thoughtfulness and wonderful tacit understanding to psychologically motivate and guide their purchase behavior.

1.4 For tourists with uncertain customers, they should leave a good impression enthusiastically and grasp the best opportunity to approach customers. When customers turn from looking at products for a long time to shopping guide, when customers are looking for a certain product, when customers suddenly stop in front of shopping guide.

Help customers buy,

1. When the customer is hesitant to choose a product, make a purchase suggestion for him according to your professional vision, and pay attention to the customer's preferences.

2. Customers get together. When buying inconsistent products, we should distinguish who is the decision-maker, try our best to persuade the decision-maker to want to buy, and at the same time take into account the opinions of non-decision-makers, so as to avoid belittling the brand quality of others, competing for customers, and avoiding using deception, argument and other means to achieve the goal. It's better to miss a sales opportunity than to keep the customer's information, and don't force customers to buy some products they don't like. All customers have the right to decide whether to buy or not at any time, and they have the right to get a shopping guide.

Customer reception:

1. When receiving multiple customers, take good care of one customer, greet two customers, be alert and sober, be calm, answer customers' questions one by one, and pay attention to product safety.

2. When working, such as handling documents and cleaning shelves, customers should immediately put down their work and greet them.

3. When the product is out of stock, pay attention to the service mode and apologize for the shortage! When introducing alternative products, if there is an exact delivery time, please let us know clearly. If you don't hear or can't hear the customer's inquiry clearly, causing customer dissatisfaction, you must sincerely say, I'm sorry, so as to get the customer's forgiveness and avoid intensifying contradictions!

4. When customers still buy after work, they don't prepare for work and urge customers to help them complete the transaction.

5. Handle customer objections. When customers raise objections to the introduced products, the shopping guide should respond with a calm and friendly attitude, stay relaxed, smile and confident, and never say no to customers. No matter what the facts are, you are wrong! If the customer doesn't ask, don't complain about your personal opinion.

6. When the customer's attitude is bad, the shopping guide should show excellent professionalism, be patient, adhere to principles and be polite. When there is a conflict between colleagues and customers, they should immediately and effectively stop fighting, so that the situation can be controlled. If they fail, they should be handed over to their superiors for handling.

Cake sales scenario simulation:

1. When selling cakes: You need to ask customers who the cakes are for and recommend suitable cake styles according to people of different ages.

For the elderly, birthday cake, sugar-free cake or cake making can be recommended.

If young people can recommend a plus fresh fruit, cheesecake or private order,

If children recommend cartoon cakes, cheesecakes, etc.

2. After the customer chooses the style, the shopping guide recommends the required cake size according to the number of people provided by the customer, issues the gift list after confirmation, and asks about the cake demand time and whether there are any special requirements.

3. After confirming the valid information with the customer, lead the customer to the cashier for payment.

Customers waiting at the scene will be reminded to wait at the guest table after payment and provide lemonade.

When the store can't meet the needs and styles of customers, we must recommend other new cakes. Sorry, they just sold out today. We have recently introduced a new cake, which is very popular in taste and style. Please choose this one!

6. Customers who have objections to the price must take their time and explain the reasons tactfully, which can be explained from the aspects of raw materials, quality and taste of brand products.

7. Customers who meet the group purchase intention shall strive to sign the bill on the spot according to the relevant discount regulations. If they can't sign the bill on the spot, they need to ask for relevant information, such as the number of products required by the unit, contact information, etc., make detailed records and report in time, and the store manager is responsible for further follow-up.

8. Cake taking procedure: receive customers, determine their ordering methods, telephone ordering, in-store ordering and group buying. For telephone ordering, please tell me your contact number when ordering cakes. For in-store ordering, please show me your order. If it is a group purchase, please tell me your company and name. Please wait a moment after checking the valid information according to the above three situations. Find the cake quickly and check whether it matches the order.

Please have a look, sir and madam. Can you look at your cake? After the customer approves the cake, remind the customer that the best eating temperature is 2 to 7 degrees. Cake must be kept in cold storage with a shelf life of 24 hours. If necessary, report to the delivery personnel in time and fill out the cake delivery card.

Simulate the sales scene of bread west point;

1. Main product, this is a product, which is the main product of our company. Its characteristic is that a product is very popular!

2. new product recommendation, this is a new product we just developed, called XXX, which is made of XXX and tastes very popular when XXX has been listed.

3. Gift box promotion. This is a new gift box. This product is very suitable for giving to family and friends!

4. Which flavor do you like when selling at West Point? West Point smells like mango chocolate.

5. Give priority to promoting sales, and make recommendations according to product characteristics and applicable people. For example, elderly people with high blood sugar can recommend sugar-free products or low-sugar products.

Attachment: In the sales process, it is required to use standard Mandarin with a smile, express appropriate requirements, be proactive and never follow customers!

Code of sales etiquette

heptasyllabic/seven-syllable quatrain

Dress must be standardized and uniform,

Must have a standard hairstyle and light makeup.

Must be positive, enthusiastic and energetic.

You must stand up straight and smile at the guests.

Must be polite, dignified and generous,

Products must be plump, hygienic and clean.

Must provide excellent service, be accurate and fast,

Six prohibitions

Don't chat, don't make noise, and don't leave your post without authorization.

Do not eat, read books and newspapers,

Don't give customers an excuse for indifference.

Don't step on the counter shelf,

No private visitors,

Don't quarrel with customers and don't insult them.