Job responsibilities of supermarket loss prevention personnel

Job responsibilities of supermarket loss prevention personnel

I. Responsibilities of the Loss Prevention Department

(1) function

1, responsible for the safety of goods and property equipment in the whole mall; Responsible for the safety of the whole shopping mall, maintaining the normal business, order and personnel safety of the shopping mall. .

2, according to the prescribed procedures to deal with goods damaged, lost, stolen and other matters; Responsible for the safety of equipment and goods in shopping malls.

3, patrol the entire mall business premises, to prevent goods from being stolen, and track whether suspicious people have pickpocketing behavior; Responsible for the cashier's collection and settlement security; Focus on preventing internal staff theft.

4. Check the documents of the goods entering and leaving the goods passage, including the verification of the return form and the collection of anti-loss documents; .

5. Deal with all kinds of emergencies in time, such as fire, robbery, theft, fighting and other illegal events in shopping malls.

6. Be responsible for the command and management of vehicles in the parking lot to ensure the safety of customers' vehicles; Do a good job of vigilance patrol in the shopping mall at night.

7. Responsible for the discipline supervision of employees, such as dress and etiquette.

8. Major promotion activities and maintenance of meeting order.

(2) Handling of theft cases

1. The arrested suspect should be taken to the loss prevention department for treatment immediately, and the assistance of colleagues should be requested.

2, the thief should be handled by the monitor above. Women must have a female loss prevention officer present.

3. Determine the nature of the theft and politely mobilize the suspect to dig out the soil himself. Don't frisk or beat. If the suspect refuses to cooperate, he can be reasonable and tell him clearly, and he must not be lucky.

4. After the suspect admits the theft, he shall fill in the Registration Form for Handling Commodity Theft, and the suspect shall sign the Confirmation of Punishment.

5. Inform your relatives or friends to pay the payee at the mall with the fine.

6. Inform the parents of minors that they should be dealt with lightly and focus on education.

7. What is the fine standard? Stealing 10 years? That is, 10 times the price of goods.

8. Pay the fine to the Finance Department.

9. Classify the theft processing data, take photos of thieves and fill in the characteristic data.

10. Those who refuse to admit or punish shall be handed over to the police station for handling.

1 1. If you are sure that there is no crime, you must quickly admit your mistake, apologize quickly, and compensate quickly.

(3) Commodity loss reporting processing flow

1. The concept of loss reporting: only natural damage to goods caused by non-human factors can be counted as loss reporting, such as frozen goods damage caused by problems in freezers, mouse bites, and supermarket buying and selling goods that have exceeded the shelf life.

2. Non-reported loss reason: that is, the damage caused by human factors, and such reported loss must be investigated for the responsibility of the parties and compensated.

2. 1. The goods are beyond the shelf life, and the responsible person fails to return or report them in time.

2.2. The tallyman is damaged during tally.

2.3, quality inspector in the process of a few or damage.

2.4. If the customer is damaged in the selection process, the customer will pay the bill.

3. Processing flow:

3. 1. The counter should fill in the Application Form for Reporting the Loss of Goods.

3.2. Regional directors and business personnel shall verify and determine their responsibilities.

3.3, loss prevention member certificate confirmation signature.

3.4. If the reason for the loss is not reported, the Loss Prevention Department shall fill in the Handling Form of Goods Reporting Loss in triplicate and submit it to the Administration Department, Finance Department and Sales Department.

3.5. The sales department, sales department and loss prevention department shall supervise the destruction or internal treatment.

II. Responsibilities of the competent department for loss prevention

1, under the leadership of the business manager, organize the responsibilities of the loss prevention department.

2. Make the work plan of loss prevention personnel, and manage, train, supervise and assess the loss prevention personnel.

3. Supervise and inspect the police on duty in each shift, including post inspection and night duty.

4, for emergencies, personally command processing.

5. Complete other tasks assigned by the company.

Third, the job responsibilities of the loss prevention personnel

1, absolutely obey the boss's instructions.

2. Work according to the requirements and responsibilities of the post.

3. Be familiar with the security, anti-theft and fire-fighting systems in shopping malls and their usage.

4. Resolutely deal with the problems in shopping malls, and politely check or monitor suspicious personnel.

5, in case of sudden accidents, should be dealt with immediately, stand up at the critical moment, not afraid in a crisis.

Fourth, the mall entrance post

1, mainly responsible for maintaining the situation of people entering and leaving the mall, politely refusing naked guests, smoking with pets, disheveled beggars and mentally abnormal patients.

2, to ensure the smooth import and export of shopping malls, when crowded, it is urgent to divert people to avoid accidents.

3. Maintain public order around the gate, stop the troublemakers in time when they are found, or hand them over to the public security organs, and report to the superior leaders of the company in time.

4. All employees are prohibited from entering and leaving the main entrance.

Verb (abbreviation for verb) staff go in and out of their posts

1. Check the articles carried by off-duty employees.

2. Supervise the attendance of employees.

3. Check and refuse the shop assistants who don't wear work clothes or badges to enter the mall.

4. Prevent the staff on duty from leaving the mall for no reason. If you need to leave because of work, you should register or show your exit card.

5. Prevent employees from bringing big bags of things unrelated to work into the mall.

6, the cashier after work, must by the payment form, before release.

Six, supermarket cashier and entrance

1, focusing on protecting cashier safety and maintaining cashier order.

2. Pay close attention to the cashier's dynamics, handle or report suspicious situations in time to prevent customers from not paying the bill or paying less.

3. Maintain high vigilance, pay attention to customer dynamics, find suspicious personnel, and focus on control to prevent pickpocketing, theft and robbery.

4. Monitor the cashier. If the cashier leaves his post, he must ask for leave for approval and report to the loss prevention officer.

This class goes to the finance department to pay with the cashier after work.

6. Without verification, suppliers and replenishment are prohibited from entering the market and OTC market.

7. Guide customers to enter the supermarket from the supermarket entrance.

8. Prevent customers from bringing drinks, food and other similar commodities sold in the supermarket into the supermarket.

9. Customers carrying big bags and company shopping bags must be asked to keep them.

Seven, shopping mall parking lot

1, responsible for the command and management of parking vehicles in shopping malls and maintaining traffic order in the square.

2. Take care of the vehicle due diligence to prevent the vehicle from being stolen. If suspicious personnel are found, they should take the initiative to check.

3. Take care of the company's promotional facilities in the shopping mall and help maintain order.

4, found that the problem timely report to the boss with walkie-talkie.

Eight, parking post

1. Maintain parking order. Vehicles entering the site should be parked at the designated location.

2, command in and out of the vehicle, shall not be scrambling to prevent collision.

3. Pay attention to safety and stop smoking and setting off explosive and dangerous goods in the parking lot.

4. Take care of the vehicle due diligence to prevent the vehicle from being stolen. Anyone who finds suspicious behavior should take the initiative to investigate.

Nine, shopping mall patrol post

1. Grasp and understand the safety situation of shopping malls, and assist floor managers and supervisors to supervise employees? Employee handbook? 、? Rules and regulations.

2. Track, stop and catch bad behaviors such as stealing and destroying commodities in time.

3. Pay attention to the status of the morning cleaner.

4. Supervise whether the salesperson collects money privately, pay attention to the cashier sign at any time, and escort the cashier to pay after work.

5, in order to prevent robbery, clear key protection patrol parts (cashier area, office, power distribution room, etc. ), often check the doors and windows, locks, equipment, power cord, alarm system. Find unsafe hidden dangers, take decisive measures and report in time.

6, in case of sudden accidents, should be dealt with immediately, stand up at the critical moment, not afraid in a crisis.

Night shift: around the shopping center

1, fully responsible for the night security of the mall to prevent the items in the mall from being stolen or destroyed.

2, pay close attention to all channels and entrances, check the door lock.

3, take the initiative to patrol the situation around the mall, in case of abnormal situation timely report and supervision.

4, in the event of an accident, immediately handle and report the request for support.

5. Be responsible for opening and closing the store.

XI。 Duty rule

(1) morning shift

1, 7: 30 before the regular meeting, check the mental outlook of the loss prevention personnel, understand the work of the last night shift, solve the problems left over by the night shift, and at the same time, the monitor should assign the personnel on duty to be in place.

2.7: 45 Open the staff passage on time, let the cleaners in, and pay attention to the actions of the cleaners when cleaning. Check whether the fire escape is unblocked and whether the fire fighting equipment is in good condition.

At 3.8: 00, the clerk starts to punch in, and the damage prevention staff in the employee passage should check whether the employees are wearing tooling and badges.

4.8: 15, the staff of each post began to call the roll, arranged the matters needing attention and put them in place, and the floor manager began a comprehensive inspection. Leave one person in the staff passage to supervise and inspect.

5.8: 30, open all the doors on time and prepare for the customers. Let the customers in and open all the safety exits.

6.8: 30 Let customers enter the site on time and open all safe passages.

7. Supervise the attendance of successors.

8. 15: 30, supervise the off-duty employees to leave, check the articles carried by the off-duty employees, and help urge the early cashier to pay the business money to the finance department in time, and the cashier will release it with the payment slip.

9. 18: 45, the night shift staff, led by the monitor, made a comprehensive inspection of the mall and made good preparations for the handover. The early shift personnel will hand over the unresolved problems left over to the night shift personnel, who can only get off work after they arrive at their posts.

10 and 19: 00 shall be handed over on time, and a duty diary shall be kept, which shall be signed by the monitor of both parties.

(2) Night shift

1, 19: 00 on duty, the squad leader conducts safety and fire inspection on the mall, and helps to urge the night cashier to pay the business payment to the finance department in time.

2.20: 15 customers are forbidden to enter, and all the team members attending the clearance are in place.

3. Lock the access door and all safe passages at 20: 30 on time. Assist cashier to pay the operating expenses on duty. Employees will check the articles carried by off-duty employees, supervise the employees to leave, and the cashier will release them with the payment slip.

4.20: 35 Clear the site on time (except for those who have a day off, one employee is allowed to ask for leave every day without taking part in clearing the site). The rest must go to the mall 10 minutes in advance to attend the clearance.

At 5.20: 40, pay attention to the dead corner of the mall when clearing the field completely. After cleaning up the area, all personnel will be evacuated from the staff passage and the staff passage will be closed.

6. The control room can't be off duty for 24 hours. Pay attention to monitoring the external and internal situation of the mall. If the situation is found, you can use the walkie-talkie to get in touch with the loss prevention personnel on duty in each position, respond quickly, find out the reason and deal with it in time.

7. Strengthen the night patrol of the mall, patrol the surrounding area continuously, and coordinate and handle the situation in time when it is found.

XI。 Polite service terms

(1) 50 polite service expressions

Please 1! 2. Hello! 3. Welcome. 4. Waiting for you. 5. Long time no see. 6. companionship. 7. visit. 8. Please. 9. Excuse me. 10 Please come in! 1 1, please sit down! 12, thank you! 13, goodbye! 14, sorry. 15, sorry 16, sorry! 17 Please forgive me. 18, never mind! 19, you're welcome! 20. You're welcome! 2 1, please wait a moment. 22. Please advise. 23. Please be careful! 24. Please go. This way, please 26. After you. 27. Go ahead. 28. Please rest assured! 29. Please take care. Please follow me. 3 1, welcome! 32. Welcome to visit next time! Please don't worry. Please speak slowly. 35. Thank you for waiting! 36. Sorry for the trouble. 37. I hope you are satisfied 38. Please say it again. 4 1 What can I do for you? 42. Glad to serve you! 39. what can I do for you 40.are you looking for someone? 43. This is what I should do. 44. Tell me your needs. I will try my best to help you. 46. I will think about it for you. Please feel free to contact us. 48. Please give more valuable advice! 49. I don't know. Your request is my duty. 5 1. Sorry, you can't park here. Please park your car in the parking lot. Thank you for your cooperation. (Salute first to correct the violation)

(2) Etiquette and civilized language

1. When customers ask for directions, they must salute and simply explain the location to each other in a polite tone.

2. When on duty, the leaders above the supervisor, the floor manager, the general manager and the managers of other departments of the company should stand at attention and salute when checking their posts or passing through the duty posts.

3. Damage prevention personnel shall wear uniforms according to regulations, and shall not wear slippers. Before entering the office, he will knock on the door twice and shout? Report? .

4. Without consent, you are not allowed to browse the office materials or documents on your desk at will.

5. When customers and businesses pass by, they should smile and bow to say hello; If you communicate with merchants and customers because of something, you should salute in advance.

6. When customers, merchants and employees carry their bags out of the jurisdiction of the mall and need to be inspected, they should politely say:? Hello, sir (miss). Would you please open your bag and check it? After the inspection? Thank you for your cooperation? .

7. When the other party has no release form or invoice for the delivery materials, it should be polite to say:? I'm really sorry. Would you please go back again and deliver the goods separately? ,? We did this to protect the property of the shopping mall from loss. If we don't do this, we will be incompetent. If the leader knows, he will punish us. Please forgive me? What should the other party say after opening the release form? Thank you for your cooperation? .

8. When the vehicle is parked in disorder, the damage guard walks to the front (front side) of the vehicle, salutes the driver, and politely says: Sir (miss), you can't park here. Please park your car in XX. Thank you for your cooperation? . If the other party doesn't listen to the commander's advice, say it again: sorry, sir (miss), you can't park here. We are doing this for your own good. If other cars damage your car (your car was damaged by someone else), we are also responsible. ,? If your car is parked here, our leaders will criticize us when they see us. Please understand our difficulties? At the same time, salute more

(3) Respect

Applicable object:

A) Leaders above the department manager of the company;

B) Accompanying personnel of company leaders;

C) Relevant personnel of public security organs at higher levels;

D) Leaders and their entourage who visit and inspect the shopping mall;

E) Inquire about the shopping guide customers in the shopping mall;

F) Ask the customers who come to the community for directions;

G) When the director and monitor of loss prevention department arrive at their posts to check their positions;

H) Correcting violations;

Requirements:

A) Maintain a good standing posture, and generally pay attention to salute.

B) Salute should be standardized. Salute the leaders' accompanying personnel and visiting and inspecting leaders at a distance of 3-5 meters from the post, and wait until the recipient can finish the ceremony;

Customers can take a step back and salute customers because they are close to each other when asking questions.

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