美容院店長(zhǎng)日常管理大綱專家講座

目錄序言·········································································································4第一部分店長(zhǎng)應(yīng)具備能力統(tǒng)籌及崗位職責(zé)等店長(zhǎng)應(yīng)有能力···························································································5銷售任務(wù)、業(yè)務(wù)工作·····················································································7人員管理···································································································8培訓(xùn)支持···································································································9日常管理···································································································10對(duì)上義務(wù)及對(duì)下權(quán)利····················································································11店長(zhǎng)職位描述···························································································13店長(zhǎng)管理素質(zhì)···························································································15店長(zhǎng)管理標(biāo)準(zhǔn)···························································································16美容院店長(zhǎng)日常管理大綱專家講座第1頁(yè)目錄第二部分店長(zhǎng)日常工作流程早檢驗(yàn)·······································································································17開晨會(huì)·······································································································18班前培訓(xùn)···································································································18營(yíng)業(yè)中······································································································19總結(jié)及夕會(huì)································································································21結(jié)束語(yǔ)······································································································22美容院店長(zhǎng)日常管理大綱專家講座第2頁(yè)前言

普通來(lái)說(shuō),作為一名美容院店長(zhǎng),既是管理者又是技術(shù)指導(dǎo)者,有還擔(dān)負(fù)著決議者重?fù)?dān)。美容院店長(zhǎng)是美容院內(nèi)典范以及全部些人學(xué)習(xí)榜樣,用一個(gè)比較形象比喻來(lái)說(shuō),倘若美容院是一列火車,美容院店長(zhǎng)就是火車頭,正所謂“火車跑得快,全靠車頭帶”。所以,在美容院經(jīng)營(yíng)管理中,美容院店長(zhǎng)起著舉足輕重作用。美容院店長(zhǎng)就像交響樂(lè)團(tuán)指揮一樣,既要正確指揮一樣,又要調(diào)和全部聲音,從而演奏出友好優(yōu)美樂(lè)章。也就是說(shuō),要實(shí)際工作中,美容院店長(zhǎng)既要對(duì)美容院作出總體要求,又要協(xié)調(diào)各部門工作,并激發(fā)全部員工工作熱情。美容院店長(zhǎng)是美容院靈魂,能夠經(jīng)過(guò)富有個(gè)性領(lǐng)導(dǎo),賦予美容院生命力,利用團(tuán)體精神塑造美容院特色。同時(shí),美容院店長(zhǎng)本身也可在困難環(huán)境中,鍛煉自己工作能力,表達(dá)本身價(jià)值,使自己過(guò)得愈加充實(shí)。美容院店長(zhǎng)日常管理大綱專家講座第3頁(yè)店長(zhǎng)應(yīng)有能力1、指導(dǎo)能力

是指能扭轉(zhuǎn)陳舊觀念，并使其發(fā)揮最大才能，從而使?fàn)I業(yè)額得以提升。2、教育能力

能發(fā)覺(jué)員工不足，并幫助員工提升能力和素質(zhì)3、數(shù)據(jù)計(jì)算能力

掌握、學(xué)會(huì)、分析報(bào)表、數(shù)據(jù)]從而知道自己店面成績(jī)好壞4、目標(biāo)達(dá)成能力

指為達(dá)成目標(biāo)。而須擁有組織能力和凝聚力，以及掌握員工能力5.良好判斷力

面對(duì)問(wèn)題有正確判斷，并能快速處理美容院店長(zhǎng)日常管理大綱專家講座第4頁(yè)店長(zhǎng)應(yīng)有能力6.專業(yè)知識(shí)能力

對(duì)于你所賣項(xiàng)目及套盒了解，和營(yíng)業(yè)服務(wù)時(shí)所必備知識(shí)和技能7、營(yíng)業(yè)店經(jīng)營(yíng)能力

指營(yíng)業(yè)店經(jīng)營(yíng)所必備管理技能8、管理人員能力對(duì)于本店做出合理人員安排、人員調(diào)動(dòng)、招聘、考勤等9、改進(jìn)服務(wù)品質(zhì)能力

指讓服務(wù)愈加合理化，讓用戶有親切感，方便感，信任感和舒適感10、自我訓(xùn)練能力

要跟上時(shí)代提升自己，和企業(yè)一起高興成長(zhǎng)11、老實(shí)和忠誠(chéng)

感恩

及未來(lái)職業(yè)策劃美容院店長(zhǎng)日常管理大綱專家講座第5頁(yè)店長(zhǎng)崗位職責(zé)1.銷售任務(wù)

(1)店長(zhǎng)需率領(lǐng)全體人員完成企業(yè)每個(gè)月下達(dá)銷售/服務(wù)任務(wù)。(2)對(duì)下到達(dá)店每個(gè)月銷售/服務(wù)任務(wù),需依據(jù)崗位實(shí)際,分?jǐn)偟礁鹘M,并指導(dǎo)幫助組長(zhǎng)將任務(wù)合理分配到各組組員。2.業(yè)務(wù)工作

(1)適時(shí)依據(jù)時(shí)間、特定假日等時(shí)機(jī),制訂出不一樣促銷策略,報(bào)上級(jí)指示后實(shí)(2)熟練掌握全店產(chǎn)品、項(xiàng)目標(biāo)單價(jià)、成份、配料、操作流程和不一樣折扣點(diǎn);熟練進(jìn)行全店儀器操作指導(dǎo),并熟知儀器性能和原理。美容院店長(zhǎng)日常管理大綱專家講座第6頁(yè)店長(zhǎng)崗位職責(zé)3.人員管理

(1)對(duì)各組員工日?？记谶M(jìn)行監(jiān)督,如有違反考勤要求應(yīng)按對(duì)應(yīng)條款處罰。(2)合理安排員工加班。(3)隨時(shí)對(duì)員工工作表現(xiàn)及衛(wèi)生情況進(jìn)行檢驗(yàn)和監(jiān)督,并現(xiàn)場(chǎng)打分,如有問(wèn)題當(dāng)場(chǎng)糾正。(4)幫助財(cái)務(wù)做好收銀管理工作,天天、每七天、每個(gè)月定時(shí)對(duì)美容顧問(wèn)出入賬單進(jìn)行審核。(5)及時(shí)處理客戶投訴,防止事態(tài)擴(kuò)大。按照企業(yè)要求對(duì)相關(guān)人員做出處理提議,上報(bào)后執(zhí)行。(6)做好店內(nèi)顧問(wèn)主任和美容主任幫帶工作,為企業(yè)連續(xù)發(fā)展打造堅(jiān)固管理骨干平臺(tái)。美容院店長(zhǎng)日常管理大綱專家講座第7頁(yè)店長(zhǎng)崗位職責(zé)4.培訓(xùn)支持

(1)幫助培訓(xùn)指導(dǎo)編制企業(yè)新產(chǎn)品、新項(xiàng)目及員工講義。(2)幫助制訂企業(yè)年度培訓(xùn)目標(biāo)和周度、月度、季度培訓(xùn)計(jì)劃依據(jù)員工對(duì)培訓(xùn)安排意見,提出提議。(3)每七天應(yīng)了解現(xiàn)時(shí)員工業(yè)務(wù)缺點(diǎn),并依據(jù)實(shí)際考評(píng)情況,報(bào)培訓(xùn)技導(dǎo),制訂下周培訓(xùn)計(jì)劃。(4)對(duì)新進(jìn)員工依據(jù)不一樣業(yè)務(wù)熟練程度,分別進(jìn)行店內(nèi)或安排部門內(nèi)強(qiáng)化培訓(xùn),在確保質(zhì)量前提下,縮短新員工上崗時(shí)間。(5)配合培訓(xùn)工作,協(xié)調(diào)好各部門、各人員之間工作關(guān)系。確保業(yè)務(wù)正常進(jìn)行。(6)負(fù)責(zé)對(duì)人員進(jìn)行各種形式考評(píng),成績(jī)?cè)u(píng)定,進(jìn)行登記匯總后上報(bào)辦公室,為企業(yè)人事調(diào)動(dòng)、人員定級(jí)、晉升提出依據(jù)。美容院店長(zhǎng)日常管理大綱專家講座第8頁(yè)店長(zhǎng)崗位職責(zé)5.日常管理

(1)主持分店每七天一例會(huì)。例會(huì)對(duì)上周工作情況做以總結(jié)并對(duì)本周工作提出要求。(2)定時(shí)參加企業(yè)相關(guān)會(huì)議,了解企業(yè)近期經(jīng)營(yíng)方向,并落實(shí)落實(shí)企業(yè)近期出臺(tái)文件及規(guī)章制度。(3)店長(zhǎng)有責(zé)任在企業(yè)規(guī)章制度、業(yè)務(wù)、操作流程上對(duì)新員工進(jìn)行傳、幫、帶。(4)制訂本店員工排工更期表、考勤及管理。(5)上級(jí)主管暫時(shí)交付其它工作。美容院店長(zhǎng)日常管理大綱專家講座第9頁(yè)店長(zhǎng)崗位職責(zé)對(duì)上應(yīng)推行之義務(wù)1、在要求時(shí)間內(nèi)保質(zhì)、保量地完成上級(jí)主管交與其它工作;2、每七天一將本店上周工作總結(jié)交辦公室存檔,每個(gè)月提出一兩項(xiàng)合理化提議上報(bào)辦公室。3、每個(gè)月1日前向總經(jīng)理匯報(bào)本店經(jīng)營(yíng)及人事管理情況。4、每個(gè)月底20日前幫助辦公窒制訂本店次月銷售/服務(wù)計(jì)劃。5.培養(yǎng)、推薦優(yōu)異員工。美容院店長(zhǎng)日常管理大綱專家講座第10頁(yè)店長(zhǎng)崗位職責(zé)對(duì)下應(yīng)行使之權(quán)利

1.對(duì)下級(jí)有培訓(xùn)、指導(dǎo)義務(wù),并對(duì)員工順利完成工作提供支持;2.按日安排分店行政事務(wù),并上報(bào)細(xì)則。3.幫助各部門主管處理實(shí)際問(wèn)題,教誨詳細(xì)方法。4.每七天主持企業(yè)業(yè)務(wù)例會(huì)。5.依據(jù)員工反饋本紀(jì)錄,協(xié)調(diào)投訴處理后及時(shí)報(bào)總經(jīng)理。經(jīng)指示后建檔,以有助子總結(jié)及處理問(wèn)題。美容院店長(zhǎng)日常管理大綱專家講座第11頁(yè)店長(zhǎng)崗位職責(zé)店長(zhǎng)職位描述:1、全方面管理美容院合理安排事務(wù),負(fù)責(zé)美容師工作和培訓(xùn),有權(quán)利招聘和辭退美容師;2、負(fù)責(zé)主持美容院晨會(huì),并耐心處理晨會(huì)提出問(wèn)題,確保到達(dá)效果;3、制訂美容師銷售目標(biāo)和計(jì)劃,并定時(shí)總結(jié),確保完成銷售任務(wù);4、幫助美容師制訂銷售任務(wù),并幫助分析業(yè)績(jī),保障任務(wù)完成;5、做好銷售預(yù)測(cè),調(diào)整美容師心態(tài),及時(shí)幫助美容師協(xié)調(diào)整個(gè)美容院;6.隨時(shí)巡查美容院,及時(shí)發(fā)覺(jué)問(wèn)題,如:美容師工作狀態(tài),用戶反饋和美容院內(nèi)環(huán)境衛(wèi)生,并統(tǒng)計(jì)在案,做到有根有據(jù),確保及時(shí)處理問(wèn)題;美容院店長(zhǎng)日常管理大綱專家講座第12頁(yè)店長(zhǎng)崗位職責(zé)7、管理和調(diào)整用戶,確保用戶服務(wù)和利益,做到電話回訪和現(xiàn)場(chǎng)回訪;8、定時(shí)做好與美容師和用戶溝通,良好協(xié)調(diào)美容院各個(gè)工作步驟,確保經(jīng)營(yíng)順利進(jìn)行;9、不定時(shí)查美容師工作筆記,并批改筆記,以提升美容師素質(zhì),及時(shí)發(fā)覺(jué)處理問(wèn)題;10、制訂培訓(xùn)計(jì)劃,并確保及時(shí)有效實(shí)施提升美容院整體運(yùn)作;11.做好美容院財(cái)務(wù)管理,每七天、每個(gè)月盤查財(cái)務(wù)貨物,負(fù)責(zé)財(cái)務(wù)收支平衡。美容院店長(zhǎng)日常管理大綱專家講座第13頁(yè)店長(zhǎng)崗位職責(zé)店長(zhǎng)管理素質(zhì)1、管理人員以身作則是最主要,有較強(qiáng)自我控制能力,恰當(dāng)自信心,并隨時(shí)勉勵(lì)和教育美容師,給與他們成長(zhǎng)空間和方向;2、很好本身素質(zhì)、較強(qiáng)專業(yè)和產(chǎn)品知識(shí)、豐富實(shí)踐經(jīng)驗(yàn),隨時(shí)處理美容師不能處理問(wèn)題,定時(shí)給予美容師專業(yè)方面和技能培訓(xùn),隨時(shí)提升美容師應(yīng)用技能和本身專業(yè)水平;3、具備預(yù)見性(季節(jié),用戶,外界環(huán)境改變而預(yù)見本月營(yíng)業(yè)情況)辦事果斷有魄力,注意美容院內(nèi)細(xì)節(jié)問(wèn)題,隨時(shí)觀美容師改變,及時(shí)溝通。對(duì)美容師有愛心,在工作上對(duì)事不對(duì)人,注意處理問(wèn)題。4、應(yīng)有處理問(wèn)題技巧,挖掘員工潛能,培養(yǎng)人才;5.較強(qiáng)敬業(yè)精神,做事認(rèn)真負(fù)責(zé),不要輕易做出許諾,一旦許諾,就要確保完成,不能失去在美容院面前威信。美容院店長(zhǎng)日常管理大綱專家講座第14頁(yè)店長(zhǎng)崗位職責(zé)店長(zhǎng)管理標(biāo)準(zhǔn)1、尊重個(gè)人人格平等,不得亂發(fā)脾氣,讓人當(dāng)眾丟臉事情是管理者大忌。在眾人面前贊美下屬能夠增加業(yè)績(jī)40%;，私下批評(píng)下屬能夠增加業(yè)績(jī)30%;在眾人面前批評(píng)下屬會(huì)造成業(yè)績(jī)降低40%。2、充分發(fā)揮員工好奇心和想象力,實(shí)現(xiàn)員工自我價(jià)值;3、勉勵(lì)并認(rèn)可員工好奇心和想象力,實(shí)現(xiàn)員工自我價(jià)值;4、對(duì)于美容師取得進(jìn)步和成就進(jìn)行當(dāng)眾表彰祝賀:發(fā)揮員工自信心和潛能。使其對(duì)自己上屬非常信任,有親切感。應(yīng)勇于負(fù)擔(dān)責(zé)任,認(rèn)可錯(cuò)誤,做出表率,忌把榮譽(yù)留給自己,把錯(cuò)誤讓給他人;5.公平公正,對(duì)事不對(duì)人,信譽(yù)至上,堅(jiān)持標(biāo)準(zhǔn)。美容院店長(zhǎng)日常管理大綱專家講座第15頁(yè)店長(zhǎng)日常工作流程A:班前檢驗(yàn)1.早上08時(shí)10分進(jìn)入店內(nèi)，全部些人員化好妝容，更換工裝，檢驗(yàn)自己儀容儀表和狀態(tài)；2.開業(yè)前對(duì)店內(nèi)衛(wèi)生及各種儀器物品進(jìn)行全方面檢驗(yàn)，填寫五常表格確保當(dāng)日工作正常進(jìn)行；3.及時(shí)檢驗(yàn)庫(kù)房各種商品庫(kù)存數(shù)量，以確保用戶購(gòu)置；4.檢驗(yàn)店內(nèi)員工打卡情況，儀容儀表是否規(guī)范整齊。觀看預(yù)約本預(yù)約客人情況，作出及時(shí)調(diào)整；5.檢驗(yàn)日營(yíng)業(yè)表格數(shù)量和現(xiàn)金日表格檢驗(yàn)和簽字。美容院店長(zhǎng)日常管理大綱專家講座第16頁(yè)店長(zhǎng)日常工作流程B:開晨會(huì)按時(shí)開早會(huì):早班9時(shí)00分按時(shí)開早會(huì)、晚班11時(shí)00分按時(shí)開店內(nèi)管理層會(huì)議。1.及時(shí)處理出現(xiàn)問(wèn)題和事情，并提醒當(dāng)日要注意一些事情；2.帶動(dòng)全體員工激勵(lì)自己，勉勵(lì)自己，宣讀企業(yè)價(jià)值觀；3.布置當(dāng)日工作做好每日計(jì)劃工作和用戶預(yù)約情況。C:班前培訓(xùn)1.檢驗(yàn)每個(gè)員工業(yè)績(jī)，及時(shí)指出不足并幫助提升；2.培訓(xùn)員工專業(yè)溝通技巧，提升員工銷售能力；3.表彰員工業(yè)績(jī)，激勵(lì)員工能相互競(jìng)爭(zhēng)；美容院店長(zhǎng)日常管理大綱專家講座第17頁(yè)店長(zhǎng)日常工作流程D:營(yíng)業(yè)中1.服務(wù)流程檢驗(yàn)和監(jiān)督；2.員工狀態(tài)及時(shí)進(jìn)行疏導(dǎo)，天天和一位員工進(jìn)行溝通10分鐘；3.幫助前臺(tái)咨詢預(yù)約安排客人；4.處理員工和用戶投訴；5.檢驗(yàn)對(duì)公用具、產(chǎn)品審領(lǐng)、發(fā)放情況，檢驗(yàn)配品規(guī)范操作情況；6.安排好員工非操作時(shí)間，培訓(xùn)時(shí)間，休息時(shí)間；7.店長(zhǎng)隨時(shí)檢驗(yàn)店內(nèi)衛(wèi)生，消毒器具，填寫