Chapter 1: Summary of Internet Cafe Week.
A week's work generally feels very fulfilling, and I am so busy every day. Although I always do the same work over and over again, I still understand the importance of patience, care and restraint from such repeated work. This is what young people like me who just graduated lack most, and it is also the most precious thing in their work. Under the guidance of the manager of the Internet cafe, with the joint efforts of all of us, and in the spirit of being responsible for the industry, we have done a lot of work in customer-oriented service, industry training, business consulting, information exchange, industry self-discipline and so on. Last week, we also made some achievements in our performance. Last week's work is summarized as follows:
Our employees should do what they should do; Serious and responsible, positive.
Our employees should stick together and not have internal contradictions.
Last week, the sanitation of the water bar was not in place. Our cooking machine is not washed once every two months, but once every two days.
Chapter two: summary of the work of Internet cafe managers.
Requirements for the store manager:
1. Set an example
"Lead by example" is the most fundamental foundation as a store manager! As the manager, the above represents the image of the company, and the following is the core of all employees in the store. No matter inside or outside, a store manager who sets an example plays a huge role in the stable operation of the store.
The store manager can set a good work style for the store and gain the trust of employees in the company, thus fundamentally improving the overall subjective initiative of employees! The store manager needs to accurately show and convey the company's corporate culture and development direction to employees from his own work, so as to better implement, execute and complete the tasks assigned to the store by the company from top to bottom. An ordinary webmaster, cashier, waiter, chef and other staff will feel the overall impression of the store from us from the interview to the formal employment, which determines their working attitude in the future. Therefore, a store manager who sets an example is very important to the stability of all employees in the store and the healthy development of the whole store operation!
A store manager who sets an example will let customers who come to spend feel the spirit of the store. The trust brought by a stable and reliable store manager is the key to improve our attendance rate! And a store manager who sets an example also plays a huge role in dealing with external relations. Most of the daily work needs to face the leaders of various functional departments. At this time, the company image and storefront appearance are absolutely indispensable for the stable development of the storefront and the establishment of a good image around it!
2. Care for employees
Many store managers have complained that their employees do not obey the organization's distribution, work arrangements, and even lazy. If such a problem happens in our store, we need to ask ourselves why the employees' enthusiasm for work is low and whether they are not doing well there.
In our store management, it is not correct to manage employees well. What a qualified manager should do is how to solve the practical problems of the store, how to improve the attendance rate and turnover (how to carry out various preferential activities). Personally, management is "managing people". If you think about how to manage employees every day, it is tantamount to wasting working time and energy. After we have solved the real practical problems in the store and formulated reasonable rules and regulations, we should also give employees sufficient rest and relaxation space. In the daily work and life of the store, as a store manager, we should pay attention to the store performance and care about the lives of employees. From weather changes to food arrangements, we should be like a real parent, especially in dealing with the nuances of employees' lives. As long as a little change, employees will realize our good intentions. In terms of employees' overall income, we can make use of the special environment around the store to increase some extra income and benefits for everyone without violating the company system and ensuring the turnover of the store (for example, we can use Internet cafes to buy waste products, organize employees' dinners and reward outstanding employees)! After we meet the group needs of employees, the problem of employees' work enthusiasm will be solved.
3. Pre-service guidance
As a team manager, it is not enough to master management skills, but also to master certain professional knowledge and skills. So after work, you should learn professional knowledge.
At present, whether it is the internal network architecture of internet cafes, the erection of servers, the backup and operation of various data commands and other technical issues; Or account management issues such as daily expense bills, daily handover and settlement, and in-store fund control; There are also internal management issues such as the attendance of each employee, work efficiency, store appearance hygiene and employee turnover rate. Compared with 10 years ago, the Internet cafe industry has fallen far behind. In addition, there are many other complicated related jobs that cannot be completed by the store manager alone. What we need is to know the details of each job, master the human and material resources around us, and rationally allocate and use human work! Arrange every employee in a suitable post, and then conduct positive performance appraisal and evaluation of their work, constantly promote employees to master work links and improve professional skills, and give full play to post functions, so that we can give full play to their maximum work efficiency!
4. Staff training
A solid and powerful working team is the guarantee of the store's turnover. How to build a team, first of all, we must start from the insiders. Due to the current national conditions, the quality of employees in the Internet bar industry is generally low, but the selection of employees is still very important. Excellent employees are the foundation of building an excellent team!
There are many skills in employee recruitment and interview, which we must master as a qualified store manager. At present, online recruitment is the main recruitment method we use. First, choose a recruitment website with high reputation in the industry, clearly state the positions and requirements we provide in the recruitment project, and indicate the salary and salary standards and employment space, and try to support the store.
The photo shows the working environment. Be sure to leave the store phone number to contact manager XXX as a contact method, and don't write your own mobile phone number and QQ number. We are not a private boss's small business model, so we must give the applicant the spirit of formal enterprise!
During the interview, we first understand the qualifications, work experience and work skills of the candidate. During the conversation, we can observe each other's mental outlook and basic behavior, and then have a basic understanding of the candidates from the collection of these situations, so as to decide whether to conduct the next trial lecture. During the probation period of employees, we can only decide whether to hire new employees from the supervisor and the old employees and from our subjective and positive observation and understanding.
In daily shop work, it is very important to cultivate the basic quality of employees.
First, the manager's job responsibilities
1, familiar with and understand the hardware configuration of storefront decoration.
Check the facilities in the store, including computer mainframe, monitor, keyboard and mouse (with the help of the foreman's network management), and know the approximate area of each room, the number of computers, the location of toilets, the placement of cleaning supplies, etc. Use of air conditioner and cooler (including telephone number of maintenance personnel).
2. Understand employees
Including native place, general home address, work ability, personality, living conditions, definition of current position and understanding of personal preferences, so as to develop employees into friends. And understand the various needs and suggestions of employees, which is reasonable and acceptable for the owner of Internet cafes.
3. Understand the implementation of existing rules and regulations.
System is just a scale, and scale can only measure fixed things. Under the premise of not affecting the development of the company and customers, try to listen to the opinions and suggestions of employees on the existing rules and regulations.
4. Improve the rules and regulations and listen to the opinions and suggestions of employees.
Revise the original rules and regulations according to the existing laws, regulations and government policies. Invite employees to participate and inspire everyone. Try to be humanized but not conflict with the company's relevant systems.
5, team leader's responsibility is clear, work distribution in place.
Adjust the mentality of the team leader, stimulate subjective initiative, clarify responsibilities, work in place, and prohibit work.
6. Let employees know that I respect me and am not afraid of me.
Do what you say, don't brag, let employees really understand the store manager and their cooperative relationship, rather than using and suppressing it.
7. Understand the communication between consumer groups and customers.
Learn more about the needs of customers and the trend of consumer groups, try to take care of the needs of each guest, and let the guests treat the staff of Internet cafes as friends.
In addition, through my understanding of the fascinating Internet cafe these days, since the Internet access price of members and non-members is the same now, the old members who have been surfing the Internet in this Internet cafe for a long time will inevitably complain about how many points they have spent in your Internet cafe, and there is no discount at all. Personally, I think it is necessary to do some preferential activities for the old members of this Internet cafe to let them know that we have not forgotten that they are our loyal customers, and at the same time let the temporary users know the benefits of becoming members, so as to attract more people to apply for membership and develop more loyalty while retaining old customers.
Chapter III: Overview of Internet cafes.
Summary of internet bar management
Under the correct leadership of leaders at all levels, Internet cafes fully implement the business philosophy of "discipline, standardization and integrity", adhere to the working idea of "paying equal attention to standardization and efficiency, coordinating structure and ability, and adapting to the existing resources and capabilities of Internet cafes", actively improve their business deficiencies, focus on improving their business environment and improving their service quality, thus creating the basic conditions for the sound and rapid development of Internet cafes and laying the foundation for their sustained and stable development. The work in the past three years is summarized as follows:
A brief review of business work in the past three years
Over the past three years, with the efforts of all the staff in Internet cafes, they have continuously improved their work and achieved fruitful business results. At the same time, actively cooperate with relevant departments to complete various inspections and audits, and further improve their ability to solve business emergencies. The continuous improvement of the management system has realized the orderly development of the operation center and ensured the gradual improvement of the operation ability of our Internet cafes.
I. General situation
At the beginning of the operation of Internet cafes, the passenger flow and operating conditions were very good, and the competition in the same industry was not so fierce, which made the operation of Internet cafes progress rapidly. The upgrading and improvement of the environment and equipment of Internet cafes have also been well developed. 20 1 1 year, due to social progress and industry competition, the business situation has gone from bad to worse. As of last year, the income of internet cafes can only maintain the minimum production and operation.
Two. Experience and practice
1, unite and cooperate to ensure the smooth completion of all business work.
20 1 1 With the strong support of leaders at all levels, with the assistance of relevant departments, and through the hard work of all employees, the operation of our Internet cafe has actively improved the environment and equipment of the Internet cafe and actively maintained and overhauled all kinds of equipment.
2. Flexible management to improve service quality.
At present, the market operating price is generally low. In the course of operation, the flexible business model adopted by Internet cafes has achieved certain results, such as supporting Internet cafes to sell various drinks and snacks, and selling virtual products through the Internet to ensure a certain income.
3. Strengthen the construction of Internet cafes and further improve work efficiency.
The improvement of infrastructure is conducive to improving the operating environment of Internet cafes and effectively ensuring customers' in-store consumption. In the case of increasingly fierce competition in the industry, improving the operating equipment effectively ensures the online environment of customers, and at the same time, the staff of various departments really ensure the public security, hygiene, fire prevention and theft prevention inside the Internet cafe, ensuring the orderly and healthy operation of the Internet cafe.
Three. Problems and shortcomings
1, personnel, systems and equipment are difficult to meet the requirements.
At present, in the process of operation, due to the high mobility of personnel in the Internet cafe industry, the on-the-job personnel have almost no long-term stable jobs, which makes the on-the-job personnel in Internet cafes fail to meet their business level and self-requirements. We should strengthen the training of Internet cafe staff and improve the treatment and welfare of on-the-job Internet cafe staff. Due to the competition in the Internet cafe industry, Internet cafes need to constantly improve and upgrade their equipment to meet the needs of customers. At the same time, it is very difficult to build Internet cafes in different places when the operation of Internet cafes is basically maintained.
2. Work prospects
Due to the progress of society, the demand of ordinary people for internet cafes is decreasing, while the competition in the same industry is increasing, and the operation will be more arduous, which requires operators to continuously strengthen their own construction to adapt to the unpredictable external environment. The guiding ideology of 20XX will focus on strengthening the standardized operation of Internet cafes, improving the internal environment, improving service quality, strengthening personnel training and further improving the construction of Internet cafes.
20XX years have passed, and with the efforts of all operators, we have made some achievements, but we have also seen our own shortcomings. Looking forward to 20XX, facing the prosperous market and good development opportunities, we feel even greater challenges. We will take a positive attitude, unite the strength of all operators, make positive progress and work hard to meet a better tomorrow.
Chapter four: The performance appraisal scheme and practice summary of Internet cafes.
First, the purpose of the assessment:
In order to improve the operating environment of Internet cafes, enhance the service awareness of employees in Internet cafes, standardize the work behavior of employees, and improve the comprehensive benefits of Internet cafes, this assessment scheme is specially formulated. Second, the evaluation object:
All full-time staff of Internet cafes: store manager, foreman, cashier and network manager. (No salary for employees on probation) 3. Assessment methods: weekly assessment, monthly assessment and quarterly assessment.
(1) Weekly evaluation
Every Monday, the work of the previous week will be assessed and scored, and the reasons for scoring will be indicated. Network management and cashier are evaluated by the foreman or manager, the foreman is evaluated by the manager, and the manager is evaluated by the department manager. Report to the evaluation Commissioner of the administrative department before Tuesday.
☆ Assessment results: According to the in-store assessment results, the manager awarded the employee who ranked first in the assessment the title of "Outstanding Employee of the Week".
(2) Monthly assessment
1, monthly assessment scores of foreman, network manager and cashier = average score of weekly assessment ×80%+ score of operation manager × 10%+ patrol assessment of administrative department × 10%.
☆ Assessment results: According to the in-store assessment results, the store manager awarded the employee who ranked first in the monthly assessment (excluding the foreman) the title of "excellent employee of the month".
2. The store manager's monthly assessment score consists of two parts: the superior score (weekly average score) and the patrol score. The superior score is scored by the manager of the operation department and the relevant data is provided by the finance department. The Administration Department organizes personnel to inspect each store at least once a month, and gives inspection scores, with those who have inspected many times taking the average score.
Manager's monthly assessment score = superior score (average weekly score) ×60%+ inspection score × 40%;
3. Star rating standard: monthly star rating: below 75 points-1 star; 75 (inclusive) ~85 points-2 stars; 85 (inclusive) ~90 points-3 stars; 90 (inclusive) ~95 points-4 stars; 95 points or above -5 stars.
Fairness and rationality of irregular spot check and evaluation.
During the probation period, if the monthly assessment of the store manager and foreman fails to reach 65 points, they will be postponed or dismissed. ◇ Probation employees do not participate in the evaluation.
(3) Quarterly evaluation
1. Cashier participates in the evaluation of Rainbow Award. For details, please refer to Baidu search "Ding Shang Rainbow Award Selection Implementation Plan".
2. Every quarter, the network administrator voluntarily signs up for the computer-related skills and knowledge examination in Internet cafes, and scores it, which is divided into three grades: beginner, intermediate and advanced. For details, please refer to Baidu Search "Dingshang Internet Cafe Computer Application Technology Training Implementation Plan".
Second, the implementation of evaluation
_ _ Month _ _ Week _ _ Internet Cafe Manager Performance Appraisal Form
Name of Internet Cafe: Appraiser: Appraisal Date: Year Month Day Appraiser:
Performance evaluation form of foreman in the first week of the first month.
Name of Internet Cafe: Appraiser: Appraisal Date: Year Month Day Appraiser:
_ _ Month _ _ Week _ _ Network Management Cashier Performance Appraisal Form
Name of Internet Cafe: Appraiser: Appraisal Date: Year Month Day Appraiser:
;