Planning is the key to win or lose, perfect and accurate planning is the process of learning from experience and training, accurate planning and management, successful development can not be separated from the precise enterprise-oriented. Asia's general agent in China, Guangdong Province, Ruishi Boya Development Co. Planning Department of the Ruishi Boya subordinate beauty salons comprehensive summary of the six key elements for those who wish to refer to:
1, the customer base (customer level, market differentiation) of the determination of the
2, the selection of suitable goods and price recommended to the customer
3, the design of the best customer hospitality, the service process to make customers feel valued
3, the best customer hospitality, service processes, to make customers feel valued
3, the best customer hospitality, service processes. Make customers feel valued
4, skin care brand selection and effect considerations
5, good marketing strategy, development, customer retention
6, to have the concept of cost Regardless of the nature of the service industry, "the customer is always God" Ruisiboya subordinate salons will be the rise and fall of the enterprise is built on the "to meet the needs of customers "" to meet the customer business "above, so that the customer this" can carry the boat, but also can overturn the boat "of the group to become a loyal consumer groups. In terms of the management of the beauty salon: beauty salon as a beauty terminal service occasions, its main function is to provide customers to improve their external image, but also to provide to meet the customer's psychology, to meet the enjoyment of services brought about by the pleasure of the psychological feeling, until the highest goal: operators and customers "win-win".
The beauty salon as a service to the public occasions should be provided to consumers:
1, the image of the key, otherwise the loss of customers is an inevitable factor.
2, customers want, safe, quiet, comfortable environment: the environment is the main factor to attract customers, customers in the choice of beauty salon is the first concern is the beauty salon environment and atmosphere.
3, full of dynamic and fresh atmosphere: Ruisi Boya full of dynamic and fresh atmosphere, so that customers can not help but blend into one, so that it will experience the beauty salon thoughtful, meticulous service.
4, to provide customers with fashion, life information: so that customers get more useful information in the beauty.
5, Ruisi Boya beauty salon in the environment, atmosphere, beauticians and other aspects of the thoughtful, meticulous, uniform standards to ease the customer's mood, so that it relaxes the body and mind.
6, Ruisi Boya beauty salon through meticulous beauty beauty, so that customers to rebuild self-confidence, play the inner temperament.
7, Ruishi Boya beauty salon in the service, to customers sincerely analyze the importance of product safety, should not focus on the price of goods, so that customers know how to identify cosmetics.
8, Ruishi Boya beauty salon service is not only embodied in the reception skills, good products, good results, good technology and other links, but also reflected in the store inside and outside the health, equipment, equipment, promotions, practitioners of dress, etiquette and so on.
Beauty salon management system
I. Positions and duties
The staffing of the salon and job duties is an easy to learn and difficult to do, but the implementation of institutionalized management of the position is a beauty salon to do strong, big essential conditions, we are very necessary to understand and know. The following is a medium-sized Tiankou JiaoYan ecological beauty museum of job setup and responsibilities of the standard set, the operators can be based on their own size, to be used flexibly.
Dean's duties:
Dean is the most central figure of the entire franchise, his main responsibility is the management of the entire salon and all the work of guidance, supervision, inspection and so on. Specific duties include:
1, explain the salon's business philosophy and sense of service, cultivate the dedication of the staff, the reasonable use of various types of talent.
2, analyze customer opinions, explain the service objectives and standards, and colleagues **** with the development of ways to improve service, lead by example, the implementation of service commitments.
3, regular understanding of customer expansion and market competition dynamics, and analyze the situation, come up with countermeasures.
4, set up a fair, reasonable and effective reward and punishment system, coordinate the relationship between the store staff to maintain good discipline.
5, supervise the daily work, to ensure that all aspects of the normal operation of the salon and high-quality service.
6, choose high-quality products for customer service, to ensure that the product effect is good, stable quality, value for money.
7, regular training staff to improve the quality of service.
8, in accordance with market conditions, to develop a reasonable fee prices; and clearly marked prices (including care items, products), to establish a good reputation.
9, regular assessment of the beauty salon manager, on behalf of the store manager's performance, and the formation of assessment materials.
Store Manager, Acting Store Manager Responsibilities:
1, strict internal management, the implementation of rules and regulations, and do a good job on the cash, products, equipment and utensils, and other items of the management of strict procedures, and adhere to the regular inspection, to ensure that there are no errors;
2, to grasp the management of the beautician, the strict standards for the beautician on board, and serious discipline, the development of a work plan, the division of labor is reasonable and clear. Clear;
3, the organization and implementation of excellent beautician selection activities, in accordance with the specific requirements of the selection of excellent beautician, do a good job on the daily assessment of all indicators of the beautician, record work;
4, do a good job of beautician's ideological work, and often talk to the beautician, concerned about their thinking, work, life and other situations, and listen to the beautician's views, suggestions, and constantly improve their work, fully mobilize the enthusiasm of the beautician, to ensure that the work of the beautician. Fully mobilize the enthusiasm of beauticians;
5, organized weekly meetings and daily morning meeting, prepared before the meeting, for the emergence of problems solved in a timely manner, to assist the staff to achieve the goals and enhance the skills of the staff and sales capacity;
6, do a good job on the management of customer information, and often understand the needs of the customer to check the beautician's service in place to listen to the customer's comments, deepen the relationship with the Customers' feelings;
7, according to the need for occasional organization of beautician training, and constantly improve the business level of beauticians;
8, do a good job in the front desk consulting work, and constantly improve the level of business and service level, so that customers are willing to spend money in the company, happy to come and return with satisfaction;
9, to grasp the health management, the implementation of the responsibility system, and adhere to the daily inspection, always ensure that the environment is clean and tidy, and always ensure the health and hygiene. Always ensure the cleanliness of environmental health.
Beauty consultant (can be concurrently appointed by the store manager) Responsibilities:
1, warm and thoughtful reception of visiting customers.
2, Detailed understanding of the customer has used products, care programs. First check the customer file, and then for the guest service, if the new customer by the beauty consultant to the guests in a professional manner to seriously ask the customer's needs and situation, inquiries, including the use of the product, have done the care project, the past product or care satisfaction or dissatisfaction, through these communications to achieve several purposes: ① customer needs ② assessment of the customer's level of consumption ③ customers used in the past, the customer's products are suitable, recommend the product as a reference. Whether or not the product used in the past is suitable for the customer, and whether or not the product is suitable for the customer. Carefully observe the customer's skin, to understand exactly the real situation of the customer's skin, in order to choose the right products and beauty programs.
3, for each guest to establish a personal customer profile, hand over the information asked above and the guest's care program, purchase of products detailed records.
4, detailed analysis of the guest's skin and design care courses for the guest, and must clearly let the guest understand that the course is for her which skin problems, complete the course can achieve which improvement effect for the guest to design home care products, but only to tell the guest if the effect with home care is ideal.
5, clearly tell the beauty assistant and beautician for the guests to do what kind of care process.
6, busy, should still greet each guest with a warm attitude, the need to wait for the guests, timely delivery of drinks and magazines.
7, after the guests have finished the care, let the guests rest a little, and chat with the guests, suggested with home care.
8, for the guest billing checkout.
9, regular telephone tracking service, in the appropriate day to give small gifts to the guests, to maintain good customer relations.
Financial management staff responsibilities:
1, inventory, settlement of daily business income, product sales revenue and business management expenses.
2, daily fill out, check and organize the "salon financial situation of the daily table".
3, fill out on time each month, check and organize the "salon financial situation of the monthly statement", analyze and summarize this month's operating income and expenditure, and to provide the supervisor with revenue and expenditure and the use of funds in reference to the views.
4, fill out the monthly timely, check and organize the "salon sales monthly table", and to the supervisor to provide information on best-selling, slow-selling goods.
5, regularly according to the needs of business development, to the supervisor to provide funds budget plan, the rational use of funds.
6, regular inventory of warehouse stock, timely allocation of funds, supplemental supplies.
Warehouse management personnel duties:
1, on time to work, with work clothes, maintain a good mental outlook.
2, regularly clean the warehouse environment, do a good job of pest control, pest control, moisture, fire prevention, to keep the warehouse ventilated and clean.
3, regular classification of goods placed, easy to access, and regular inventory, within the minimum stock period, timely application for replenishment.
4, replenishment, carefully fill out the replenishment request form to avoid errors.
5, continue to enrich and skillfully grasp the name of the goods in stock, number, specifications, price, product efficacy and scope of use and other knowledge.
6, the new goods should carefully fill out the goods into the warehouse, and timely notification of the beautician to receive the cabinet display and retail varieties.
7, for the salon's own sales of goods and franchisees to order goods, should be filled out separately goods out of the warehouse.
8, at the end of each month, according to the goods out of the warehouse, carefully fill out the "product out of the warehouse statistics".
Beautician duties:
1, go to work on time, change the uniform, neat appearance, make-up, maintain a good mental outlook.
2, obey the supervisor's work arrangements, seriously implement the class management instructions.
3, clean the inside and outside of the beauty salon environmental health, ready for the necessary beauty supplies, utensils, and organize, clean shelves on display of goods.
4, organizing, counting retail merchandise, and fill out the replenishment request form in a timely manner to supplement the shortage of goods.
5, scientific and reasonable in accordance with the product requirements, procedures, performance of beauty care operations, and for customers to recommend their applicable beauty cosmetics.
6, service customers carefully, warm and thoughtful, standardize the use of polite language, sincere consultation with guests, requirements, and timely feedback to the supervisor.
7, with an objective and fair attitude to face the complaints, kind attitude, tone of voice to explain.
8, cooperate with and assist the supervisor to formulate various work plans, complete the sales tasks, and actively participate in various promotional activities.
9, seriously study product knowledge and business technology, improve their own quality and professional skills.
Second, the basic process of daily operation
Before the business:
● On time to work, change the uniform;
● Supervisors to explain the day's work arrangements and matters of note (according to the division of labor, the staff collaborate to complete the following third - seventh step of the work content);
● Check and deal with urgent matters assigned by yesterday's evening shift;
● Clean the environment inside and outside the salon, organize beauty supplies and utensils, and set up the shelves (place display goods in an orderly manner and wipe the dust);
● Inventory, fill in the replenishment application form in time and replenish the stock;
● Turn on the lighting, sign light boxes, air conditioners and other equipment in the salon. Play appropriate music;
● grooming, instrumentation, make-up, maintain a good mental outlook;
● open the store door, the official business.
In business:
● Customers arrive, warm and considerate reception;
● Front desk staff and beauticians with a professional attitude to seriously ask the customer's needs and situation, carefully observe the customer's skin, to understand the real situation of the customer's skin, in order to choose the right products and beauty programs;
● Provide customers with a complete process of beauty treatment We provide customers with perfect records of the beauty process, establish a sound "customer beauty service file", and fill in the customer information into the "Tian Kiss Jiao Yan Customer File Manual" in a timely manner;
● Provide customers with high-quality beauty operation services after the establishment of the file charge;
● After the completion of the beauty operation, we will help customers to put on their clothes, bring their belongings and instruct customers to do home care services as required. ● After finishing the beauty operation, help customers to get dressed, take their belongings with them, and instruct customers to do the home care according to the requirements, and thank customers for their patronage, and send customers out of the store;
● During the spare time of work, reorganize the beauty tools and products used, and make sure that the store, the beauty room, the shelves, and the products are neat and dust-free at all times, and make sure that there are enough retail products;
● Dining notes - All staff members should take turns to eat.
After business:
● Turn off the lights and doors outside the store;
● Clean up garbage and waste, and thoroughly clean the tools and towels used on that day;
● Inventory inventory, count the cash, and keep records;
● Record in detail the work that needs to be handed over to you and the urgent matters for tomorrow;
● Check the safety of the store, turn off the lights and lock the doors. Turn off the lights and lock the door.
Third, the staff management norms
1, professional ethics management norms:
- good professional ethics, wholeheartedly for the customer service;
- a high cultural quality, elegant speech, demeanor, thoughtful and enthusiastic service, to create a good modern civilization of the beauty industry atmosphere;
- proactively improve their own technical and cultural quality. their own technical and cultural quality.
2, technical operation standards:
The level of beauty technology is the fundamental guarantee of the franchise business to win, therefore, the beautician must be professional beauty technology and medical hygiene knowledge training.
Technical requirements:
-Refer to the standards of technical examination for beauticians at the beginning, middle and high levels issued by the relevant state departments.
-Large professional beauty salons (more than 12 beds) should have more than two senior beauticians, and small and medium-sized beauty salons should have more than three intermediate beauticians.
3, the use of products and equipment management specifications:
Franchise according to its size and business projects to add the appropriate products and equipment, but must do the following requirements:
- the use of beauty products and equipment to have the name of the manufacturer;
- the production of beauty products and equipment manufacturers, with the production of relevant state departments to confirm the production license and product testing certificates,
- the production of beauty products and equipment manufacturers, with the relevant departments to confirm the production of License and product inspection certificates, health permits;
- beauty care products and equipment should have the production date, expiration date, health inspection certificates and instructions for use.
Fourth, the management system of the beauty room
1, the light, temperature, ventilation of the beauty room to meet the standards, so that customers feel warm and comfortable;
2, the items in the beauty room should be clean, placed to pay attention to the beauty of the neat and tidy, the used items back to the original place to be placed;
3, to maintain the cleanliness of the walls of the beauty room, curtains, floors, carpets, and to clean up with vacuum cleaner and other cleaning tools every day;
3, to keep the walls of the beauty room, curtains, floors, carpet clean. Vacuum cleaner and other cleaning tools to clean up;
4, do a good job of cleaning and disinfection of items, bedding regularly cleaned, beauty gowns, towels, hair ties, face towels, a guest a use, disinfected and put into a sealed facility;
5, used items should be cleared in a timely manner out of the scene to avoid mixing with the disinfection of the items that have not yet been used;
6, skin care products stored in a tidy manner. After the use of bottle cap to cover tightly, all care, modification of the face with tools and items used before use to do a good job of disinfection, after use should be promptly cleaned and disinfected, put into airtight containers or sterilizer;
7, to protect the cleanliness of the beauty equipment and the use of safety, every day before and after work on a variety of instruments for the safety of the use of the inspection, found that failures are promptly resolved to exclude;
8, beauty indoor is not allowed to Mosquitoes, flies, cockroaches and other pests that are not conducive to health, if found, effective measures should be taken immediately to kill them;
9. Unrelated personnel are not allowed to enter the beauty room casually, but if it is necessary for their work, they should be approved by the head of the beauty salon before they can enter;
10. Sterilizers and antiseptics must be sealed and put in a safe place.
V. Reward system
In order to encourage the advanced, mobilize the enthusiasm of all beauticians, can be carried out to do excellent beautician selection activities. To obtain the honorary title of excellent beautician for recognition, to give certain rewards, excellent beautician conditions can be referred to as follows:
1, has a good work ethic;
2, efforts to study the theoretical knowledge of beauty professionals, with strong professional skills in beauty.
(1) diligent study, study beauty and related theoretical knowledge, constantly enrich and improve the theoretical level, familiar with the beauty technology, beauty products, beauty equipment and other theoretical knowledge, pay attention to research and analysis of the beauty industry, such as the form and development.
(2) Skilled in all service skills, can strictly abide by the rules of operation, and meticulously complete each step of the operation, get the customer's recognition and trust.
3, has a strong public relations ability, will communicate with customers feelings, good at making friends with strangers, can use elegant professional talk to understand the psychological needs of customers, listening to customers, no matter what the situation can be a good image in front of the customer, so that the customer gets the best service, in the publicity of the product and the services can win customers, have significant results.
4, with elegant external image, dignified and generous demeanor, talk civilized, showing elegant temperament, treating people kindly, sincere, real, pay attention to personal grooming, clean clothing, makeup and elegant, everywhere to create a pleasant and harmonious atmosphere for the guests. There is a collective concept, good solidarity and cooperation, in the work of the lead role everywhere, do not care about personal gains and losses, can obey the leadership of the positive work, can take the initiative to clean up indoor sanitation, pay attention to the beautification of the service environment, colleagues can help each other, caring for each other, each other, humility, learning from each other, **** with the improvement.