1, safety management
According to the safety management system of shopping malls, check the fire control facilities regularly, and check the key parts once a day, and form records. Inspect and patrol the fire exits in time, rectify the problems found in time, and feed them back to the leaders and relevant personnel, so that the unsafe hidden dangers can be solved in the first time, and no safety accidents occur throughout the year, ensuring the normal business of the mall.
2. Health management
Cleaning staff overcame the shortage of manpower, complicated corridors, complicated tasks, leaving early and returning late to clean, ensured the hygiene requirements of shopping malls, patiently persuaded business households to develop good hygiene habits, ensured the cleanliness of the jurisdiction on the second floor, and provided convenience for business households and customers.
Step 3 manage
Solve the problem of occupying roads that has not been solved for many years, get out of high-rise buildings, put goods and models, and obviously improve the business environment on the second floor, reflecting the new business pattern of elegant environment and convenience for the masses.
4. Charge management
Through the two-year fee management mode, the management fee and transfer fee (contract penalty) were collected on time this year, and there was no consignment phenomenon, which ensured the capital operation of the mall.
5. Succession management
Conscientiously implement the handover system stipulated by the store, with cohesion and records, to ensure that there are no mistakes in the handover process.
6. Attendance management
Staff can go to work and rest according to the regulations of the shopping mall, and there is no phenomenon of being late and leaving early all year round.
7. Complete the assigned tasks
Be able to complete all tasks of the mall layout in time, and successfully complete the rent collection of the mall this year, with no mistakes.
The above achievements are due to the care and help of the leaders of the mall, as well as the strong support and cooperation of the floor, logistics, electrician and night shift. However, there are also some shortcomings and problems in the work: first, the subjective initiative of management is not positive enough; Second, the anxiety at work is not bold enough; Third, it is not enough to actively report problems to leaders. These problems need to be solved seriously in the future work. Key tasks for next year
Since the opening of the mall, starting from consolidating and developing the current excellent situation of the mall, adhering to the principle that enterprise development is the last word, implementing humanized and standardized management, creating an advanced floor of safety management, and combining with the actual situation on the second floor, we have done the following key tasks.
1. With the help of the excellent situation brought by management last year, according to the requirements of various management work in shopping malls, we should do a good job in team building and promote the safe and healthy development of shopping malls.
2. Actively participate in various activities of the shopping mall, support and safeguard the interests of the shopping mall, and be a model of taking the shopping mall as home and loving their jobs. 3. In combination with the county's' fire safety, fire clearing' activities, we will conscientiously implement the store's safety and fire prevention plan, fire emergency plan and various safety management regulations of the store, and do a good job in the safety management of the second floor, so as to ensure that inspections are in place, publicity is frequent, measures are feasible, alarm bells are ringing, and preventive measures are taken to ensure the safety of property and personnel in the store.
4, combined with the shopping mall environment construction, do a good job of health management on the second floor, to ensure that the second floor is not left behind, to be a pioneer in health management.
5. Do a good job in business development, standardize the commodity placement of business households, keep the commodity models out of high-rise rooms, keep the commodity placement of large-scale business households out of the prescribed scope, avoid crowding out business, ensure the smooth passage of shopping malls, orderly place goods, facilitate customers to shop, and improve the popularity of shopping malls.
6. Do a good job of handover. First, arrange off-duty personnel to occupy a top position. Second, meet and register the day shift and night shift personnel. Third, connect the problems that are easy to occur during handover, ensure the safety of shopping malls without hidden dangers and loopholes, and promote the healthy and orderly development of shopping malls. Summary of Shopping Mall Work (2)
XX year is coming. Looking back on this year's work, I have gained a lot and felt a lot. With the support of leaders and the help of colleagues, we have successfully completed all the tasks assigned by the company with a serious and responsible working attitude. Report the work of XX year to the superior leaders as follows:
1. Actively cooperate with the department manager to carry out various inspections in the middle of each month, including: comprehensive inspection, fire-fighting equipment inspection and fire-fighting knowledge inspection. In the overall inspection, if there are problems in staff gfd, counter merchandise display, merchandise business scope, environmental sanitation, warehouse conditions, etc. , should be handled in time. If it cannot be handled in time, it should be followed up later to reflect the follow-up situation; In the inspection of fire-fighting equipment, if there are problems with fire-fighting equipment such as emergency lights, fire extinguishers and fire hydrants, make records and report the situation to the department manager to eliminate potential safety hazards; In the spot check of fire protection knowledge, especially for new employees, it is necessary to strengthen the inspection, and re-examine those who fail the spot check, so that all employees can master the "two sessions in a moment", know the use method of fire extinguishers, and know the specific location of fire exits and fire extinguishers nearest to their counters, so that employees can escape and save themselves in time in an emergency.
Second, actively do all kinds of things > organize training. For new employees, there are two kinds of training when they enter the mall, including fire training and pre-job training, so that new employees can fully master all relevant knowledge before entering the work. Among them, 30 times of fire protection training were organized, with * * *1/9 people trained by the security department, 1 14 people took the' XX years >: safety in production, fire protection knowledge' exam, and 10 people were organized to take part in the new 《 Starting from this year, our department is responsible for organizing pre-job training, * * * organizing 18 pre-job training, and I am responsible for three pre-job training, so that employees can understand all kinds of situations in the mall, and we have also been trained. It's really not easy to experience being a lecturer for the first time.
Three, handling complaints about the quality of goods and services in this department. Listen patiently to customers' complaints and keep smiling. We don't want to complain, but we can't avoid complaining. I handle complaints with a' strict, serious, positive and efficient' work style and find out the reasons. Only in this way can we turn bad things into good things and fundamentally reduce complaints. This year, individuals handled 9 complaints, and with the help of department managers, customer satisfaction reached over 95, which strengthened customer confidence. However, complaint handling skills need to be further studied and accumulated.
Fourth, responsible for the class meeting. The contents of the class meeting include: company notice, knowledge training, reminder, summing up yesterday's work items, emphasizing safety precautions, encouraging small stories and so on. Communicate company documents and meeting spirit to every employee in time. Therefore, it is very necessary to hold class meetings every day and preside over class meetings 2-3 times a month. Fifth, do a good job of on-site inspection. Patrol inspection is particularly important, not only to supervise employees' gfd, service attitude and labor discipline, but also to supervise violations of the company. Rules and regulations punish and educate employees, so that employees can fundamentally reduce or put an end to making mistakes again and convince others. It is also necessary to take on-site safety precautions. Patrol should be strengthened on holidays, Saturdays and Sundays to ensure the normal business of shopping malls. It is necessary to do a good job of publicity through the morning meeting, so that employees can do a good job in the safety prevention of their counters, and at the same time do a good job in supervising the promotion of sightseeing avenue on the first floor and atrium on the second floor.
6. Cooperate with the company to carry out a series of training activities with the theme of' Quality Service for National Day'. By organizing special class meetings and assessing service knowledge, we will further standardize service standards, improve service mechanism and improve service level. * * * Organize the team 122 people to participate in the service knowledge assessment; At the same time, as a trainer, I actively participated in the "Monday Class" with the managers of all departments, and the opening of "Monday Class" provided us with a platform to learn, exercise and show my personal ability, which inspired my enthusiasm and thanked every trainer for their hard work. I believe I will have the opportunity to participate in it in the future.
Seven. Actively participate in corporate culture construction activities. June 5438+10, cheering for my basketball players and winning the men's and women's basketball championships; In three seconds. 8' On Women's Day, I helped all the female employees lead the exercise, and my enthusiasm was high; Participate in the third fun sports meeting organized by the group in May, and arrange our team 13 sales staff to participate. We showed the good image and spiritual outlook of xx people in Zhuhai to the public with full enthusiasm and the best state. In July, we participated in an outdoor development training organized by the group, which provided us with a platform for mutual communication and an opportunity to exercise and hone our will. To celebrate the 60th birthday, a literary evening with the theme of "Prosperous China, Harmony and Tax Exemption" was grandly staged in Zhuhai City Hall. I was lucky enough to participate in the performance "Voice of Encouragement", which was well received by the staff, indicating that we all worked really hard. This is the result of months of rehearsal. I believe that we will put the mental outlook and enthusiasm displayed on the stage into our future work. In June+10, 5438, I participated in a four-day militia training organized by the regiment. During the training, I deeply realized that the more difficult the conditions are, the more people's will can be exercised, and the responsibility and mission of being a militia can be explained by actions.