Formulate patrol routes and patrol management systems, and organize heads of various departments to conduct collective patrols every week; Problems found on the patrol site must be solved immediately. If it cannot be solved immediately, the operation department will issue a rectification notice and follow up the implementation of the rectification notice. Matters that are not resolved within the time limit shall be reported to the competent leader in a timely manner;
The Operation Department shall track and solve the problems recorded in the Daily Operation Patrol Record every week, summarize and analyze them, and submit the monthly summary and analysis report to the General Manager.
The Daily Operation Patrol Record Form is the on-site record of the patrol site, which is filed by the operation center;
2 store opening and closing management
Establish standard business hours and strictly implement the unified management of opening and closing stores, including the procedures and requirements for employees to enter the store, preparation before opening the store, welcoming guests, preparation before closing the store, seeing them off and closing the store.
3 Regular meeting management
After opening, the operation department organizes a meeting of shop assistants/store managers every day/week, including the latest instructions and requirements, business conditions, matters needing attention, marketing planning information, problem notification and training.
4 Site management
Including broadcasting, background music time, window, environmental facilities, product quality, loading and replenishment time, store design, etc. , must be strictly regulated. During the business period, the shops should be inspected to ensure that all operators' shops are lit, and the power supply of the shops should not be turned off because of saving electricity; Check that the window should be kept clean and tidy, and whether the window layout reflects the brand style and product characteristics; Whether it can render the commercial atmosphere of the store.
5 price tag management
Abide by the laws and regulations of the local price department; Check whether the merchants clearly mark the price, and it is forbidden to bargain or deceive customers;
6 goods in and out management of merchants
Clearly stipulate the approval process for goods to be shipped out of the square, and must be shipped with a "release form"; Clearly specify the detailed requirements for dumping garbage by merchants, and do a good job in supervision and inspection.
7 Special industry management
For businesses involved in catering, food and food processing, pharmaceuticals, tobacco and alcohol, jewelry, cosmetics and other industries, the operation department must strictly review and record their qualifications, and pay attention to the annual inspection and update of their qualifications.
8 passenger flow-oriented management
Scientific pedestrian flow-oriented design is a means to prolong or increase the customer's stay time, increase the turnover of merchants on all floors and enhance the value of shops, and it is also a key issue to be solved in operation/secondary investment promotion after opening.
9 Business environment management
According to the season or sunshine time, determine the switching time of lights in public areas (formulated by the engineering department/operation department), and the operation department should pay attention to the lighting on during daily inspections;
Night lighting management: ensure that the night lighting achieves the design effect, and the opening time of night lighting shall not be later than the opening time of local street lamps. In case of holidays, the closing time shall be extended by 30 minutes;
Air conditioning temperature and humidity management: indoor ambient temperature 18 ~ 20℃ in winter and 22 ~ 26℃ in summer;
10 customer relationship management
Tenants and shopping malls are interdependent and interdependent interests. After opening, it is necessary to strengthen communication with merchants, establish good relations with merchants, retain good merchants, and give professional guidance and support to merchants with operational difficulties.
Methods and measures:
Establish a monthly communication meeting mechanism with major stores to form a complete meeting minutes;
Hold a monthly forum for store managers, and form meeting minutes and send them to the general manager;
Manage the attendance of shop assistants, and summarize and feed back to stores every month;
Organize the selection and publicity of "excellent merchants" at least once a year;
Provide staff training and local government coordination services to all merchants regularly every month.
1 1 consumer relationship management
Set up the general manager's mailbox to accept the opinions and suggestions of consumers. The staff of the main service desk should record the complaints and opinions put forward by consumers in detail; Summarize and analyze the complaints once a month, form an analysis report, and report it to the operation center before the 5th of the following month.
12 Diversified management (open source and income generation)
Diversification mainly refers to the business activities of all public areas except commercial rental areas, aiming at shaping the brand of the square, driving popularity and promoting the sales of merchants.
A variety of business point setting areas include indoor pedestrian streets, outdoor squares, square entrances and exits, passages, roofs, walls, parking lots, warehouses, elevators and other areas.
13 quality customer service management
Conduct no less than 1 day of salesperson induction training for new employees. After the training, they can only take up their posts after passing the examination. The training content must include: introduction of XX Plaza, merchant manual, service standards and code of conduct, XXX operation management standards, etc.
The operation department organizes 1 employee quality and business training every month; The Operation Department conducts 1 "Excellent Salesperson" selection activities every six months, and informs about the praise and reward.
14 analysis of merchants and brands
Analyze the merchants and brands on a monthly/quarterly basis, including: brand positioning, brand contribution, profitability, brand development trend, business risks, etc. For merchants who do not meet the positioning of the square and have risks in operation, an early warning mechanism for returning and falling shops will be established to reserve alternative brands and merchants.