Annual work summary, head of shopping mall operation department.

While reflecting on this year's work, the head of the store operation department has made some achievements, but there are also some imperfections. The following is the "annual work summary, the head of the store operation department" compiled by me for your reference only. Welcome to read it. Annual work summary (I), head of the operation department of the shopping mall,

2xx years' work has ended, and with the unremitting efforts and persistence of all the staff, he has basically completed the 2xx years' work tasks. Specifically, it is divided into the following aspects:

1. Improving the service quality

First of all, we think that it is far from enough to rely on the follow-up inspection of our service office to improve the service quality of the company, so at the beginning of the year, we established a floor part-time duty manager, which is held by a floor director, and cooperated with us to check the daily behavior norms of employees on each floor, thus strengthening our strength in store inspection. In the second quarter of this year, the service office led the commodity departments to carry out team building. Taking each area of the commodity department as a unit, we will carry out the construction in terms of customer complaints, foreman's shift change and daily assessment of shopping guides, and implement mutual store inspection and departmental self-inspection. The service office will lead the team to conduct joint site inspection for two or three times a week and issue a notice of site inspection and rectification according to the results (the participants are service office personnel, department foreman, director and floor duty manager). The site management will be responsible step by step and managed at different levels (service office level → department level of each commodity department → squad leader level → Department cadres are responsible for the on-site management of their departments, and problems can be handled in time, which is more conducive to the management effect from the aspects of employee acceptance and cooperation. Establish store manager training system and follow up sales. In the third quarter, the service office replaced the service quality tracking cards for all employees and established the service management files for all employees. The employees who violated the discipline accumulated more than X times throughout the year. We will suspend the employees' qualifications, conduct training and re-apply for employment procedures, so that all employees can establish a sense of crisis and comprehensively improve the service quality, thus creating the best service environment. Up to now, more than X service quality tracking cards have been replaced and distributed. Before the celebration, we also launched the service slogan "I smile, I lead" among employees, and organized the production of employee smile service cards, which were distributed and worn by all employees. In this way, all employees smiled at every customer and kept Guofang Parkson's smile for customers. In order to further improve the service quality and establish employees' service awareness, X also launched service star candidates ***x, which played an important role.

II. Reception and handling of customer complaints

In this year, we have repeatedly trained floor management personnel in the form of departmental regular meetings or communication meetings and special training on company return and exchange regulations, complaint handling skills and excellent case analysis, focusing on standardizing their own reception forms and services. Standardize complaints, reception etiquette, reception procedures, processing results, floor reception and records (the service office conducts regular inspections and punishes irregular management personnel). In X this year, the company arranged for me to train the complaint skills of front-line foremen. After careful preparation, I brought out the art of customer complaint handling, which was well received by grass-roots management, and improved the complaint handling ability of grass-roots management personnel on floors through this training. In the year of 2xx, all the service offices received all kinds of complaints (quality category: X cases, service category: X cases, comprehensive category: X cases, emergencies: X cases). In terms of emergency handling, we renewed the insurance agreement with the insurance company-third-party liability insurance (the premium is * * X yuan, and the three stores are insured together). As long as it is an emergency that occurs in our company,

Third, the scope of personnel management inspection is comprehensive and institutionalized

The management of second-line and first-line employees will be brought into a synchronous track for daily supervision and management. In accordance with the company's relevant rules and regulations, we will treat the cadres equally, strictly implement them, be fair and just, do not favor one over the other, achieve transparency in supervision and inspection, standardize management, and put an end to the problem of different implementation standards. We have also formulated a rectification notice to rectify the problems found in time, which has greatly improved some of our work. Moreover, we have also intensified our efforts to inspect cadres on the job, from twice a day to four or six times, which has made managers in various departments have a sense of self-discipline. In the aspect of welcoming guests, we require managers on all floors to stand in the employee aisle to welcome employees into the store before they enter the store every day. In this way, the affinity of managers is strengthened and the distance between managers at all levels and employees is closer.

four, the five major stores, strict field inspection system, put forward the focus of field inspection on the floor

The manager on duty in the daily field inspection service office should be diligent in hand, leg and mouth. Feedback and communicate with the department in time for the problems found, issue a rectification notice, put forward the rectification deadline, and check and follow up, so that all kinds of problems found can be solved in time (but some problems are not implemented, mainly hardware problems, and we will follow up through field inspection notification), and put an end to the passive situation of talking while not implementing. In the year of 2xx, the service office inspected the store, and it was found that the handling of all kinds of employees violated discipline for xx times, with an average violation rate of%. Most of the employees are mainly given criticism and education, and only a few employees who often violate discipline are given economic punishment, which also reflects the humanized management of the company and reduces the passive situation of hosting by punishment.

V. Improvement of the business skills and professional level of the duty manager

We have formulated a systematic training plan according to the shortcomings of the duty manager's business, and conducted regular training on commodity knowledge and professional knowledge. The trainer is the duty manager of our department, and we use our weaknesses to supplement our own weaknesses through training. For example, some comrades in our department don't know how to carry out their work. Then I will arrange for them to talk about "how to effectively carry out work during working hours", thus further improving the business skills of the manager on duty and the level of handling customer complaints, and further improving the self-monitoring and self-management mechanism. In the first three quarters, the service office has conducted nearly X times of various trainings.

VI. Work in Store X

In the specific work, the service office cooperated in accordance with the company's unified arrangements, from personnel recruitment, training and other aspects. I gave the lecture on the course of business service regulations, and accumulated more than X class hours to complete the training task on time. Secondly, we also train the service desk staff to change the service concept. What customers need is what we have to do. Always deal with problems with customer satisfaction and provide customers with "as good as you want" service. We also have strict requirements on the duty manager of the service office of Store X, requiring them to manage according to the management level of the head office. Although there is still a gap between the management of the branch and the head office, we are confident to grasp the management of the branch.

VII. Actively cooperate with the company to complete various tasks

From participants, executors, planners to organizers, there is the manager on duty of the service office everywhere in various large-scale activities of the company, and all the tasks put forward by the company can be completed in a timely, comprehensive and quality-assured manner, and certain results have been achieved, which has been recognized and affirmed by the leaders of the company and the human resources department. Summarizing the work of the service office in 2xx, although we have made some achievements and been recognized by the leaders, our work progress is still slow, and there is still a certain distance between the professional quality of the personnel and the standard of the manager on duty. Moreover, most of the departments are new employees, their professional quality is still relatively low, and their experience in handling customer complaints is still relatively lacking, and there is still a certain distance from the large shopping centers in developed cities in terms of service quality. Therefore, in 2xx, I will strive to improve the quality of personnel in our department and work efficiency, and take the lead in advocating and implementing "characteristic service" in X, so that customers can enjoy not only the brand culture of Guofang Parkson, but also the service culture of Guofang Parkson.

The work of the service office in 2xx mainly includes the following aspects:

1. Improve the service quality in an all-round way and implement "featured service". In terms of improving service quality, the employee reward and punishment assessment system should be activated, standardized management should be carried out, a good and standardized positive and negative incentive mechanism should be established, breakthroughs should be found in the work, and the wrong practice of punishing employees twice by the commodity department should be resolutely banned. Grasping the on-site discipline is now basically on the right track. We should grasp the sales skills and commodity knowledge and improve the marketing level, so as to help improve the overall service level. This year's service aim and standard, as well as what image xx should establish in customers' minds, change the service concept and what customers need, are what we have to do. Guofang Parkson has long been the leader among peers in X State. Shopping malls are as cruel as battlefields, and if you don't advance against the current, you will retreat. If an enterprise wants to develop, it must have the ideas and measures to lead its competitors. Therefore, if an enterprise wants to be in an invincible position in the fierce market competition, it is necessary to put commodity brands, service brands and enterprise brands on an important work schedule, upgrade, maintain and develop them, and gradually form Jincheng's well-known and unique "characteristic service" strategy. Therefore, in 2xx, we took the lead in advocating and implementing "characteristic service" in X, playing a special service card, showing a unique service quality and service grade of Guofang Parkson. According to different formats, we provide different services, such as supermarket-"non-interference service", commodity department on the first floor to commodity department on the fourth floor "brand service and friend service", commodity department on the fifth floor-"friend service" and commodity department on the sixth floor-"skill service", which show the society that we are pursuing high quality and high quality services. Achieve the most perfect service that exceeds customers' expectations.

2. The Service Office hosted the service skill competition area in the 6th Games of the Company, including knowledge competition, scenario simulation, whole-course fire drill, and answering questions when the post is needed, so as to enrich the amateur cultural life of employees through competition; Improve the quality of employees in each position with the purpose of post training and in the form of entertaining and entertaining; Upgrade the service awareness and service level of the company's employees in an all-round way with professional quality requirements. Show the company's service level, (including the development history of Guofang Parkson, basic knowledge of corporate culture, professional knowledge, etc.)

3. Contact and communication with relevant government departments. Strengthen contact and communication with provincial, municipal and district consumer associations and competent industrial and commercial offices, and maintain good cooperative relations with them, keep abreast of the development trends of the retail industry, and establish a good reputation.

4. Receive and handle customer complaints, and fully safeguard the reputation of Guofang Parkson. In view of the problems existing in complaints in 2xx, the failure to implement the three-level management system and the escalation of complaints caused by other reasons, in the fourth quarter, we will use departmental regular meetings, foreman communication meetings and other forms to conduct training on the company's return and exchange regulations, complaint handling skills and excellent case analysis for floor-level managers (because most foremen are new employees now and need to strengthen training urgently), focusing on standardizing their own reception forms and services. Standardize complaints, reception etiquette, reception procedures, handling results, floor reception and records, so as to receive and handle together, and always measure our management level with customer satisfaction, and consider and handle problems from the standpoint of consumers, so as to win more repeat customers. Because the current market is "customer satisfaction is a win-win situation".

5. Strengthen the improvement of the comprehensive quality of personnel within the department, and improve the five service systems of the company. Resolutely implement the chairman's proposal in the fourth quarter meeting to maintain the steady development of the head office. The guiding ideology of promoting the overall promotion of branches, strengthening communication between departments and eliminating misunderstandings in management. On-site inspection is not only to find problems, but also to put forward improvement measures and methods for the problems and give guidance to the departments in time. In the fourth quarter, the internal training content of the service office is the basic knowledge training of commodity knowledge (wool weaving, mainly keeping warm), consumer knowledge and familiarity with store information. The training method adopts the form of discussion, which makes the training interesting and vivid. The results of the discussion are distributed to branch departments in written form, and relevant personnel are organized to learn, so as to achieve the goal of simultaneous promotion of the three stores.

The company's five service systems are personnel management, commodity management, environmental management, promotion management and customer management, among which the provisions of personnel management are more detailed, but the specific standards of the other four management are still relatively empty, so in the fourth quarter, I

6. Follow up the daily behavior norms of front-line management cadres. Fully assist the Group Supervisory Committee to follow up the daily code of conduct of front-line middle-level management cadres in their daily work, take company service as the purpose and management norms as the goal, persist in innovation in their work, and report problems found in on-site management to the competent leaders in time. Departments will never shirk their responsibilities, strictly enforce the law, strive for progress, set an example, act according to the rules, unite and cooperate, and finish all the work objectives and tasks assigned by superiors on time.

In the late month of 2xx, I was emotional at work and could not be strict with myself. With the help of leaders and colleagues, I adjusted my work mentality in time, changed the current bad situation and devoted myself to my daily work. Treat work with a correct attitude. Attitude determines everything, and sincerity creates Excellence. My colleagues and I will continue to work hard to create xx "characteristic service" and create service with true feelings! Annual work summary (II)

Time flies, and 2xx years are drawing to a close. Under the care and guidance of leaders and colleagues, we have made some achievements in our work in the past year through our unremitting efforts, but there are also many shortcomings. Looking back on the past year, the work is summarized as follows:

1. The main gains from the work are

1. On the eve of the opening of the mall, follow up the land reclamation work of the mall, and get familiar with the basic knowledge of property management of the mall, and strive to do preliminary work for the opening of the mall.

2. Cooperate with other colleagues in the office to carry out daily work, logistics services, health and discipline inspections, and follow up the mall daily. Office and other sanitary conditions. Conduct assessment and supervision.

3. Under the guidance of superior leaders, be responsible for following up each activity after the opening of the mall, so that the activity can be successfully completed.

4. Work with colleagues to complete the layout of each activity in the early stage.

5. According to the planning given by superior leaders, Strive to complete the plan of the superior leader

Second, the shortcomings in my work

Of course, I still have many shortcomings. My experience in dealing with problems needs to be improved, and my teamwork ability needs to be further enhanced. I need to continue learning to improve my various abilities. On the whole, I think I still have the following shortcomings and deficiencies:

1. I lack basic knowledge of office work, and I often feel awkward in carrying out specific work, and sometimes I even feel at a loss

2. I lack a comprehensive and specific understanding of the work of various departments, which affects the related work

3. I am not mature enough to manage shopping malls and properties, which directly affects the work effect

4. Mistakes and omissions often occur in small problems

5. The efficiency is not fast enough, and the intention of leaders is not fully understood.

3. Adhere to the principle of unifying management, service and efficiency.

The Operation Department constantly improves its management positions.