Staff management manual of pedicure shop 1
I. gfd code
1. Wear an apron provided by the company during working hours. Uniform, keep it flat and clean.
2. Employees' hair should be combed and shaped and kept clean. Male employees' hair shall not exceed the shirt collar and leave no beard; Female employees should not wear metal hair accessories.
3, employees do not leave long nails, must be smooth and clean. No other dark nail polish is allowed except light nail polish for women.
4. Employees are not allowed to bring any music player (MP3, CD, radio, etc.). ) working hours.
Second, the standard use of service etiquette? Smile service? It is the premise and standard of the whole service etiquette standard.
1. Standing: head straight, eyes straight, lips slightly closed, shoulders relaxed, trunk straight, arms hanging naturally at your sides.
2. Walking: Eyes naturally look forward, jaw slightly, smile, arms naturally swing back and forth.
3. Bow: Stand up straight at attention, put your hands on your sides or in front of you, and lean forward slightly.
4. Polite expressions:
When the customer comes in, he says? Welcome, XXXXXX pedicure shop?
When customers go out, they say? Welcome to visit next time?
7. Say it when you check out? Thank you, a ***XX yuan, I will charge you XX yuan. Please check your change! ?
8. Telephone etiquette? Hello, XXXX pedicure shop?
Third, the code of conduct
1. Sign in to and from work (name, time) without being late, leaving early or being absent from work.
2. During work, employees are not allowed to lean back against walls, desks and chairs, nor are they allowed to cross their hands on their waists or chests.
3. During work, you are not allowed to make personal or work-related phone calls, or gather people to chat or make loud noises.
4. No notice shall be posted anywhere in the store without the consent of the company.
5. During working hours, employees' relatives and friends visit privately. Please tell us. Do not disturb during working hours! ?
6. Customers who smoke or eat in the store must promptly and politely refuse.
7. Employees should take good care of the company's property (air conditioners, stereos, wooden barrels, wooden basins, steam engines and other in-store equipment) and operate in strict accordance with the instructions.
8. Employees are not allowed to take the medicine bag and all kinds of equipment in the store away from the work site in any form.
9. The water source of the drinking machine is drinking water, and it should not be used for washing anything.
Iv. Hygienic standards in the store
1. The tables and chairs in the pedicure hall should be cleaned with a clean rag. Keep the glass bright, free of fingerprints and dust.
2. Wash the ground once in the morning, at noon and at night, and mop the footprints in time in rainy days. Keep the ground free of water and paper scraps.
3. Disinfect wooden barrels, washbasins and towels every day, so as to be free of dust and marks.
Clean the steam engine once a week to prevent dregs from blocking the steam pipeline.
5. Clean the cashier with a dry rag every day. Items and office supplies in the cashier area shall be placed in an orderly manner, and items such as medicine bags shall not be piled up; The cashier surface should be kept clean and tidy, and all kinds of reports, data and account books should not be piled up on the cashier surface; Put the membership card handbook and promotional materials in the designated location.
6, storage room health should be cleaned before work every day, storage room is used to pile up all kinds of equipment. Keep the storage room free of water and obvious dirt.
Five, the quality requirements of employees
1, deep memory ability
2, keen observation ability
A observes the identity and appearance of the characters, B observes the language of the characters, C observes the mentality of the characters, and D observes the emotions of the guests.
3, resourceful and flexible adaptability
A understand the causes of contradictions and customers' motives, and guide them in good faith.
B. convince the customer in a polite way and solve the problem calmly.
C, adhering to? The customer is always right? Purpose.
D, quickly adopt various methods to quell contradictions, so that customers can get satisfactory solutions.
4. Active and enthusiastic marketing ability. Four psychological needs of customers for quality service.
(1), comfortable and fast environment-environment. (2) Convenient and quick service. (3) Safety and health-hardware. ④ Excellent price-comprehensive evaluation.
Six, two formulas to treat customers
1. The service quality of pedicure house is shaped by the specialty of each employee. Even if other employees perform well, as long as any one of them does not perform well, the image of the pedicure house will be seriously damaged. Therefore, all employees should strive to improve their service level, service skills and service attitude, and don't ruin the hard work of other employees because of their own service mistakes.
2, 1= 100. This means that any employee of the pedicure house is the image representative of the pedicure house, and what employees say and do to customers represents the management level of the pedicure house, the quality of all employees and the overall service level of the pedicure house. If the staff of the pedicure house perform well, customers will leave a good impression not only on the staff themselves, but also on the whole pedicure house.
Seven, customer service consciousness
1, the following five points of employees in the service process:
Smile from the heart, welcome from the heart, greet customers with smiles and eyes.
Sincerely introduce, sincerely introduce the fumigation service of pedicure house to the guests, so as to interact freely with the guests.
Professional explanations must understand the pharmacological effects of fumigation and observe the needs of customers.
Ask skills, often ask customers' opinions to ensure that each service can meet customers' expectations.
After completing the first four stages, customers must leave with satisfaction and joy and look forward to the next visit.
2. The industry consciousness of pedicure house
● Guests are supreme.
● Always deal with problems from the interests of the guests.
● How to understand? The guest is always right.
Handbook of pedicure store staff management II
Storage length
Preparation before opening
1. The personnel on duty must enter the store in advance and sign in.
2. Self-check appearance: the uniform is neatly dressed.
3. Manager
1. Arrange personnel for sanitary cleaning; All kinds of equipment are placed neatly.
2. After assigning the finished work, check whether the telephone line \ audio \ lighting is in normal working condition.
3. Preparation of cashier area: plastic bag membership card publicity data sheet
4. Check the salesperson's health completion and equipment arrangement, put forward deficiencies and make improvements.
Verb (abbreviation of verb) organizes morning meeting.
1. Check the attendance book by roll call.
2. Communicate company documents, including notification \ transfer order \ promotion operation method \ manager meeting.
3. Announce yesterday's turnover \ achievement rate \ today's business indicators.
4. Assign the work area and main responsibilities of today's personnel.
5. Conduct daily training and explanation for shop assistants.
6. Lead the clerk to practice business standard terms: Welcome to Guyaoshan Steam Foot Bathroom; Welcome to visit next time; Thank you ***X yuan. Here is your x yuan. Please keep your change.
business cycle
1. Record the morning meeting log of that day.
2. Always check whether the steam engine and kettle are short of potions, and remind the clerk to make up in time.
3. Supervise the implementation of promotional activities, pay attention to the progress of promotional activities, and remind shop assistants to introduce and publicize customers in time.
4. Handle customer complaints in business.
1. Correct your mind and listen to your complaints carefully.
2. Don't conflict with customers, always smile and explain carefully.
Don't make promises to customers easily.
5. Provide corresponding guidance and training for new employees, including: daily work flow \ etiquette \ basic knowledge of pharmacology, etc.
6. Do business with the shop assistant at lunch time.
1. Reasonably arrange the clerk to take turns eating out.
2. Timely supervise cashier handover.
3. Check spare change during peak business hours.
4. When the manager is out, arrange the storekeeper to be responsible for the store management during the peak business hours.
Check the sales as of.
1. Pay attention to the sales situation so far, how far is it from today's business goal?
2. Inform the clerk and encourage the clerk to make persistent efforts.
Step 2: Prepare for the rush hour.
1. Check the reserve of chemicals and the disinfection of various instruments in time.
2. Check and exchange changes in time.
3. Distribute publicity materials and activities.
4. Timely supervise and remind business polite expressions.
3. Collect customer feedback information and record it in time.
Hand in the cash in the shop the day before and change it into change the next day.
5. Deal with all kinds of outsourcing matters of the store, including paying water, electricity and management fees.
Collection of information around intransitive verbs
1. Product information/promotion information of competitors.
2. Promotion of surrounding businesses of the same format.
3. Municipal planning (not conducive to the development of shopping malls)
Seven. Implementation and tracking of promotional activities
At dinner
1. Reasonably arrange the staff to take turns eating.
Two. Supervise the handover.
The current sales situation encourages the shop assistants to work hard again.
Closing of business
First, arrange sanitation and cleaning
2. Turn off the spotlights, steam engines, light boxes, televisions, stereos, air conditioners, fluorescent lamps, etc.
3. Count the cash at the cashier on the same day and lock it in the safe after confirmation.
4. Keep a record of sales for one day.
5. If it is an inventory day, do the inventory work before coming off work.
6. Staff signature after work
7. If the manager has a rest the next day, the manager will arrange the personnel agent in advance to do a good job of succession.
Eight. Close/lock the door.
Staff management manual of pedicure shop 3 clerk articles
Before opening
1. The personnel on duty must enter the store and sign in on time.
2. Self-check appearance: the uniform is neatly dressed.
3. According to the arrangement of the manager, clean the area and tidy up the equipment.
Four. Attend the morning meeting
1. Listen carefully to what the manager said at the morning meeting. Make clear all the work assigned by the manager today.
2. Learn the documents issued by the company and the operation methods of promotional activities.
3. Ask the manager about your own shortcomings and study hard.
4. Welcome to Guyaoshan Steam Pedicure Hall. Welcome to visit next time. Thank you ***X yuan. I accept your x yuan. Please check your change.
business cycle
1. Find the shortage of potion in time and make it up in time.
2. Use appropriate polite expressions for new customers and customers.
3. Combining with pharmacological knowledge, give patient and serious answers to questions about service and efficacy raised by customers. 1. Introduce the principle and efficacy of fumigation therapy.
2. Recommend the appropriate fumigation service according to the customer's own situation.
3. Use the learned sales skills to increase the consumer psychology of customers.
4. In the conversation with customers, collect relevant feedback information and record it; & gt middle
Four. Implementation of promotional activities
5. Handle customer complaints in business.
1. Correct your mind and listen to your complaints carefully.
Don't contradict the customer, always smile and explain carefully. 3. Don't make promises to customers easily.
6. Help new employees to carry out corresponding guidance and training, including: daily work flow, etiquette, basic knowledge of fumigation pharmacology, etc.
7. Maintain a positive and enthusiastic attitude to conduct business.
8. Always keep the store clean.
Lunch
1. Go out for dinner in turn according to the manager's assignment.
2. Exchange experience in work and communicate problems in work with each other.
3. Do a good job in the succession of Class A and Class B, and sign in.
Four. When the manager is out, he should conscientiously complete the escrow duties entrusted to him by the manager.
Verb (abbreviation for verb) changes spare change during peak business hours.
1. Make clear the current sales situation, make persistent efforts, and accomplish the business objectives together with the store manager.
Step 2: Prepare for the rush hour.
1. Fill the potion in time and disinfect all kinds of instruments.
2. Change changes in time
3. Distribute publicity materials and activities.
3. Use appropriate polite expressions for new customers and customers.
4. Patiently introduce and recommend fumigation services suitable for customers.
5. Be vigilant to prevent the items in the store from being lost.
6. Lead new employees to provide job guidance and training.
At dinner
1. Go out for dinner in turn according to the manager's assignment.
2. Exchange experience in work and communicate problems in work with each other.
3. In the case that the manager is out, earnestly fulfill the escrow duties entrusted to him by the manager.
Closing of business
1. According to the arrangement of the manager, do a good job in cleaning all areas, and do it every day.
2. Turn off the spotlights, steam engines, light boxes, televisions, stereos, air conditioners, fluorescent lamps, etc.
3. Staff signature after work
4. If it is an inventory day, do the inventory work before coming off work.
5. If you have a rest the next day, you should do a good job of handover.
Please strictly implement the above rules and regulations!
Handbook of pedicure store staff management 4
Gfd, etiquette training content: etiquette.
Etiquette is the external expression and behavior rules of attitude towards others, and it is the specific provision of politeness in language, behavior and manners.
Politeness: Politeness is a code of conduct for people to show mutual respect and friendship.
Etiquette: Etiquette generally refers to a courtesy ceremony held on a bigger or more grand occasion to show politeness and rebirth. It is the etiquette and politeness requirements that people should follow in terms of politeness norms and etiquette order in social communication.
Instrument: Instrument is a person's appearance, including appearance, posture and personal hygiene. The expression in the impression is very important.
Etiquette: Etiquette refers to people's gestures and behaviors in communication activities, including those in daily life and work.
The specific requirements of the instrument are as follows: 1. Dress should be clean and tidy, work clothes should be clean and tidy, and ties, bow ties and pens should be clean. Buttons should be fully buttoned, not naked, disheveled and dirty. The work number plate should be worn on the left chest, and the sleeves and trousers should not be rolled up. Female staff should wear skirts, do not show socks, and should wear flesh-colored socks. Pay attention to the pulling or falling off of stockings. When wearing a tie, the hem of the clothes should be tied in the pants, and the black shoes should be kept bright.
2, the appearance should be generous, nails should be trimmed frequently, do not leave long nails, do not apply colored nail polish. Hairstyle as required. It's weird that female employees don't cover their eyes in front and don't leave shoulder-length hair behind. Men don't have long hair and big horns. Moustache, hair but ears, can not be dyed, hair should be neatly combed and listened to, can not have a haircut.
3, pay attention to personal hygiene, care for teeth, men insist on shaving every day, hands should be kept clean, no dirt under the nails. Brush your teeth in the morning and evening, and rinse your mouth when eating. No earwax, frequent bathing and sweat prevention. Don't eat smelly food and drink alcoholic drinks before class.
Pay attention to rest, get enough sleep, exercise regularly, keep a good mental state, and don't look tired at work.
5. Ladies should wear light makeup at work, but bracelets, bracelets, rings, earrings and exaggerated headdresses are not allowed. Necklace is not exposed, and makeup is not allowed in public. Men and women are not allowed to wear colored glasses.
6. Before going to work every day, check your instrument. When sorting out the instruments in the public * * * field, go to the bathroom or workshop that the guests can't see. Don't do it in front of the guests or in the public office. Before going to work, the front and back office staff should check the instruments and dress neatly.
The specific requirements of the expression are as follows:
1. Smile, which is pleasant and gives people a sense of intimacy; Don't appear cold and dull, and give the guests an unwelcome feeling.
2. Pay attention, pay attention to listening and give people a sense of respect; Don't be listless or careless, giving guests a feeling of being ignored.
3. Be honest with the guests, be neither supercilious nor supercilious, give people a sense of sincerity, and don't be afraid. Just be Nuo Nuo and give people a sense of hypocrisy.
4. Be calm and steady, giving people a calm feeling; Don't panic, give the guests a feeling of impatience.
5. Appear calm, relaxed and confident, giving people a sense of relief; Don't frown, give the guests a sense of weight.
6. Don't look bored, stiff and angry, and don't make faces, stick out your tongue and blink your eyes to give the guests a feeling of disrespect.
Standing posture standard
1. The correct standing posture should be upright, with the head, neck and legs perpendicular to the ground, arms naturally perpendicular to the sides of the body, hands and eyes straight, looking around, mouth slightly closed, smiling, and always maintaining the attitude of serving guests.
2. The jaw should be slightly upward, look forward, the chest should be slightly stiff, and the lower abdomen should be gathered. The whole body looks solemn, stable and straight, which can help breathing, improve blood circulation and reduce physical fatigue.
There are two kinds of standing postures for women: one is that the feet are V-shaped, that is, the knees and heels should be tightened. The distance between feet should be two fists.
Second, the feet are close together, that is, the feet are close to the upright feet, or the center of gravity is placed on one foot, and the other foot is in front, and the feet are inclined and slightly bent. Women's standing posture should have female characteristics, showing women's docile and delicate, slender and light, demure and elegant posture. Quiet? Aesthetic feeling.
4. Men's standing posture: When a man stands, his feet can be together or apart, and his feet are shoulder width apart. His body should not shake. When he is tired, his feet can be backward or half a step forward, but his upper body still needs to be upright. Don't put his feet forward and backward too much, or even spread them too far apart. If he stands empty-handed, he can cross his hands on his lower body and put his right hand on his left hand, crossing back and forth.
Standard of walking posture:
1. A man should walk with his head held high, his mouth closed, his eyes looking straight ahead, his waist straight, his upper body still, his shoulders steady and he walks steadily.
2. A woman should walk with her head straight, not too high, her head straight, her eyes calm, her eyes straight ahead, her upper body naturally straight, her abdomen tucked in, her hands swinging back and forth slightly, her legs close together, her walking posture straight, and her gait should be free, symmetrical and gentle.
3. the walking route is a straight line formed by the feet facing forward, and the heel should fall on this straight line. Your upper body should be upright, your eyes should be straight, your face should be smiling, your arms should swing back and forth naturally, your shoulders should be relaxed, and you should walk lightly and steadily. The horizontal distance between feet on the ground is about three centimeters, and the pace is about every step. The standard of foot spacing is: if the left foot touches the ground, the heel.
When walking, the steps should be light and steady. Don't shake your shoulders and shake your head, swing your upper body and keep your waist and hips behind. Walk as straight as possible. In case of emergency, you can speed up the pace, but don't run in a hurry.
5. When two people walk side by side, don't put your hands on your shoulders; When many people walk together, don't line up horizontally, and don't form a formation intentionally or unintentionally.
6. When walking, generally lean to the right. When walking with guests, let them walk in front; When the passage is relatively narrow and a guest comes from the opposite side, the service personnel should take the initiative to stop and lean on the left to let the guest pass, but never turn your back on the guest.
7. In case of emergency or carrying heavy objects, it is necessary to surpass the guests who walk in front. You should politely ask the guests for permission and apologize.
Sitting posture standard:
1. The correct sitting posture is to sit in two-thirds of the chair, keep your upper body upright, put your hands on your knees naturally, and your legs are parallel and shoulder-width.
2. The chest is natural, the waist is upright, the shoulders are flat, and the eyes are straight. When a waitress wears a skirt, her legs are close together, tilted or straightened, and her hands are naturally placed on her legs.
3. When talking with people, the body should keep the same angle as the other person's head-up, so as to facilitate the rotation of the body, and not only the head but also the upper body should remain upright.
Behavior:
1. Behave appropriately, act in a civilized manner, and stand, walk and sit in accordance with the specified requirements. Walk in front when welcoming guests, walk behind when seeing them off, make way for the guests, don't grab the road, don't walk among the guests, and don't catch up when taking a shower.
2. All kinds of uncivilized behaviors should be forbidden in front of guests. Such as smoking, eating snacks, picking your nose, picking your teeth, digging your ears, burping, sneezing, yawning, scratching your head, itching, manicure, stretching, etc. Even if you have to, try your best to take measures to cover it up or avoid it. No spitting, littering, scraps of paper, cigarette butts or other sundries are allowed in the workplace in peacetime.
3. The waiter is at work
4. Respect the guest's right to use the room. When you enter the room for work, you should form the good habit of knocking at the door first. You can't open the door until the guest in the room answers. Articles, books, documents, etc. Don't move or turn things that guests put in the room at will. Clean the room to avoid making loud noise.
Respect for guests is the first need. When guests come to your post, no matter what you are doing, you should stop for a while and say hello to them.
6. Treat the guests equally. Don't be too affectionate or talk to one guest for a long time when two guests are present at the same time, thus snubbing the other guest. Contact with guests should be warm and generous, and behave appropriately, but there should be no excessive intimacy, not to mention anything that harms the dignity and personality of the country.
7. It is forbidden to joke, play or take nicknames with guests.
8. When talking between guests, don't listen close and don't peek at the guests' actions.
9. Don't whisper or tell others what to do with guests who look strange or wear different clothes, and don't look at them.
10. When you hear that the guest thinks it is strange and funny to say it in dialect, you can't imitate ridicule; Be enthusiastic about and serve guests who are physically defective or sick, and there can be no disgust.
1 1. The guest is not familiar with the division of labor in the bathing place, and his request may be a service that is not within your responsibility. Never kick a guest around like a ball. You should take the initiative to contact the relevant departments for the guests to meet their requirements. Can't you? It's none of your business. Hang high. ?
12. Do it according to the requirements of the guests and inform the guests of the final result as soon as possible.
13. Don't bring unhappiness in work or life to the service, let alone vent it on the guests.
Gesture: Gesture is the most expressive one? Body language? It is a kind of body language commonly used by service personnel, which is used to guide conversation, guide the way and point out the direction for guests. It needs to be formal, decent and moderate, with palms up. When guiding the direction, straighten your arms, put your fingers together naturally, palm up, and point to the target with the elbow joint as the axis. At the same time, your eyes should turn to the target and pay attention to whether the other party has seen the target clearly. The gesture of palms up is modest and sincere. You should lead the way. When handing something to a guest, you should respectfully offer it with both hands. Never throw it casually, and avoid pointing your finger or pen directly at the guest.
When using gestures, we should also pay attention to the customs and habits of various countries, and strengthen the thumb, which means praise in our country and insult in Australia, and consists of fingers? 0? Form means beauty and peace in America; In Japan, it means money; On the Mediterranean coast, it means insult. The Arabs used their little fingers to pull together to show that they had broken off diplomatic relations. 1. Shake hands etiquette When shaking hands, stay about one step away from the recipient. When shaking hands, your upper body leans forward slightly, your feet stand at attention, your right hand is extended, your four fingers are together, your thumb is separated and you shake hands with the recipient slightly for 2-3 times. When shaking hands, you should pay attention to:
A. When you meet a host, a woman, an old man or a person of high status, don't reach out. You can say hello to them first, and then shake them when they reach out. If both sides don't reach out, they can nod and smile.
B. Men can shake hands with heavy hands to show their deep friendship, but don't shake hands too hard to avoid hand pain.
C. when shaking hands with women, you can adapt lightly, but not too lightly, otherwise it will not be friendly enough.
D Men should take off their hats and gloves when shaking hands, but women don't have to.
E. If you are sick or inconvenient to shake hands, you can explain to the other party. Please forgive me. Keep quiet indoors at work, speak softly, don't make noise, fight, whistle or sing minor tunes in front of guests, walk lightly, operate lightly, take and put things lightly and avoid making noise.
F. In case of multiple people shaking hands at the same time, wait until the other people have finished shaking hands, and avoid being sought after and crossing hands.
2. Introduction Etiquette When the two parties meet for the first time, they need to be introduced in the following order.
A. Introduce the guests to our staff first, and then introduce our staff to the guests.
Generally speaking, men should be introduced to women before women are introduced to men.
C first introduce young people with low status to elderly people with high health, and then introduce elderly people with high status to young people with low status.
Generally speaking, men are introduced to women first, those with low status are introduced to those with high status, the young are introduced to the elderly and the unmarried are introduced to the married.
E. When you are in the same position, identity and age, you should introduce the former to the latter.
F. When introducing, clearly supplement the name and title of the introduction (degree).
G raise your hand politely when introducing to both parties. When the hand signals outward, the palm is inward. When the hand signals further, the palm faces the body and the body leans slightly towards the introducer. Don't row with your finger, let alone hit your shoulder or arm.
Introduce the names of both parties. Speak clearly and slowly so that both sides can remember each other.