工作员工手册

1、mole技巧 ·················································

2、;··················································

3、;················2收银员服务标准 ································&#

4、183;·················································&#

5、183;···················3服务标准 ·····························&#

6、183;·················································&#

7、183;······················4外场六、 卫生环境标准 ·························&

8、#183;·················································&

9、#183;·····································吧台卫生环境标准 ··········

10、3;·················································

11、3;·····································1营业区卫生环境标准 ···········

12、;··················································

13、;·································2卫生间卫生环境标准 ···············

14、··················································

15、·····························3七、 工作技能培训 ···················&

16、#183;·················································&

17、#183;···········································店长基本工作技能 ····

18、3;·················································

19、3;············································1收银员基本工作技能 ····

20、;··················································

21、;········································2基本工作技能 ········

22、83;·················································

23、83;··································3外场八、 销售技能培训 ·············&#

24、183;·················································&#

25、183;················································价格体系的熟悉

26、··················································

27、··················································

28、·1推荐商品或套餐 ···············································

29、83;·················································

30、83;···2活动介绍与推荐 ·············································

31、··················································

32、······3销售法 ···········································&

33、#183;·················································&

34、#183;···············4九、 接待规范培训 ································&#

35、183;·················································&#

36、183;····························处理 ·····················

37、;··················································

38、;········································十、 突发3mole突然停电 ·······&#

39、183;·················································&#

40、183;·················································&#

41、183;·····1突然断网 ···········································&#

42、183;·················································&#

43、183;···················2全部或区域网络异常 ····························

44、83;·················································

45、83;·············3顾客吵架、打架 ···································

46、··················································

47、···············4···································

48、;··················································

49、;···············5、··································

50、83;·················································

51、83;····························6破坏顾客突发疾病 ····················

52、;··················································

53、;···································7火灾险情 ··············

54、;··················································

55、;·················································8其他自然

56、灾害 ·················································

57、83;·················································

58、83;·····9十一、 活动执行标准 ··········································

59、83;·················································

60、83;··············活动前准备 ··································

61、83;·················································

62、83;························1活动执行标准 ························&

63、#183;·················································&

64、#183;······························2活动结束标准 ··················

65、;··················································

66、;·····································3十二、 相关知识培训 ···········

67、;··················································

68、;··············································安全知识 ···

69、··················································

70、··················································

71、··········1知识 ·······································&#

72、183;·················································&#

73、183;···············2防诈骗知识 ·································&

74、#183;·················································&

75、#183;·························34mole4 验钞知识 ······················

76、··················································

77、·········································十三、 职业道德培训 ·······&

78、#183;·················································&

79、#183;·················································有

80、组织、有纪律 ·················································

81、;··················································

82、;··1集体利益高于一切，顾全大局 ·············································&#

83、183;······························2用心做好每一件工作 ·················

84、83;·················································

85、83;·························3敢作敢当，勇于承认错误，勇于承担责任 ·····················&

86、#183;·································4职守，乐于奉献 ··············

87、3;·················································

88、3;····························5实事求是，刚正不阿 ····················

89、;··················································

90、;·······················6说道做到，诚信待人 ·························

91、··················································

92、··················7相互信任 ·······························

93、··················································

94、·································8附件列表················&

95、#183;·················································&

96、#183;·················································&

97、#183;·十三、前 言5mole以人，没有人一切都是空谈，没有高素质的企业也无法持续发展。网咖员工乃网咖立命之根本。顾客为网咖提供了生命的源泉，而每天与顾客接触最多的，就是网咖员工。顾客不但需要良好的上网环境，同样也需要我们给予优质的服务。所以，网咖员工的气质形象、服务质量都与网吧的整体形象关。我们要打造邯郸地区网咖第一品牌。要获得，要靠我们大家、我们这个团队的共同努力。相信我们的每一位员工都是有上进心的，我们应该为我们有共同的目标、有值得信赖的队友而打起精神，共同努力。我们的与失败，就在于我们是否愿意不断学习，坚持与努力，团结一致共创明日辉煌！让我们一起来学习、共同进步吧！一、

98、我们的理念1.目标理念我们的现状：我们是一家以休闲为主题的网吧我们的目标：打造武安第一网吧品牌2.价值理念成长是企业第一，优秀是网吧的最大资产，平庸无为的员工是我们的负债3.发展理念昨天已成为过去变成我们的经验今天尽力做好每一件事情明天我们要做得更好4.信念理念我相信、我能5.6mole用“心”做好每一件事情，细节决定成败6.理念积极主动，将帮助我们最完美地处理任何一件事情拒绝抗拒，将无法解决任何问题，哪怕再小的问题7.团队理念我们是一个团队绝对信任，绝不猜疑是团结的最大力量团结才量，1+128.学习理念自我，不断成长9.竞争理念与对手竞争，比对手做的更好与顾客竞争，给予他们更好的服务与自我竞

99、争，不骄不傲，永不言败10.诚信理念说道做到是协作的基本条件11.责任理念对他人负责即对负责12.生存理念唯有正道，才能长存13.成就理念你给我一个平台，我将成就7mole14.成果理念有成果有无成果是二、 规章制度1. 入职离职制度1.1 入职条件：申请入职员工经 7 天培训，培训结束后安排上岗，培训未通过的无薪资待遇，不予录用。试用期最长 7 天，最短 1 天结束后通过转为正式员工，正式入职。1.2 辞职条件：1.2.1 试用期可提前 1 天提出辞职申请，则无转正机会。转正后当月申请辞职则自动降为一星资格，按一星标准薪资。1.2.2 正式员工至少提前 15 天提交辞职申请，经批准后满 15

100、 天即可离职。未满 15天离职者批准后的工资按一星待遇。8mole2.制度员工分为员工日常绩效岗位技能工作标准满分 100 分制，店长、收银员及外场人均按标准评分，参考附件评分系统，以下为晋升制度。2.1正式店长：值班经理在岗满 2可申请店长，店长评分90 分以上的晋升任命为正式店长，待遇次月生效。连续两次店长分数低于 60 分则降为班长，待遇当月改为班长待遇。2.2值班经理：晋升三星员工在岗满 1可申请班长，班长岗位90 分以上的晋升任命为班长，福利待遇次月生效。连续两次值班经理考核分数低于 60 分则降为三星员工，待遇当月改为三星待遇。2.3收银收银：以收银岗位入职，每 2，即可开始申请“

101、星级”。每月考核 1 次，由店长负责。正式收银：收银岗位应聘入职，并“收银星级”通过。星级收银：任何正式员工“收银星级”通过，并在收银岗位上班 7个班次。任何正式员工每 2 月都有一次收银岗位“星级”申请资格。申请批准后，由店长或值班经理。2.4外场外场：以外场岗位入职，一星员工每月都可申请“星级”。每月1次，店长负责安排。正式外场：外场岗位应聘入职，并“外场星级”通过。星级外场：任何正式员工“外场星级”通过，并在外场岗位上班 79mole个班次。任何正式员工每月都有一次外场岗位“星级”申请资格。申请批准后，由店长或值班经理安排时间。2.5 水吧实习水吧：水吧岗位入职，未出试用期。离试用期结束

102、还有一周，即可开始申请“星级”。每周1 次，时间由店长或值班经理安排。正式水吧：水吧岗位应聘入职，并“水吧星级”通过。星级水吧：任何正式员工“水吧星级”通过，并在水吧岗位上班 7个班次。任何正式员工每月都有一次水吧岗位“星级”申请资格。申请批准后，由店长或值班经理安排时间。3. 员工星级标准及薪资制度3.1 员工工资组成如下基本工资+满勤奖+绩效=实发工资3.2 各个岗位员工薪资明细如下表：3.5 基本工资计算方式：基本工资 / 当月天数=当月日均工资1基本工资绩效满勤奖总薪资1 星员工900030012002 星员工1100030014003 星员工1300030016004 星员工1300

103、2003001800班长15002003002000店长18004003002500mole1 个班次=12 小时（早班、晚班）当月日均工资 ×（当月班次数+带薪公休天数） 扣罚（如存在）= 实发工资培训期 7 天无工资，培训期结束通过转试用后员工并顺利通过试用期，经转为正式员工（1 星）。（例如，员工 3 月 15 日入职，3 月 22 日转为员工，则当月 22 日31 日为试用期）时间：每月 5-10 号方式：现金，账号转账4.岗位职责4.1 店长（值班经理）A.店务管理各类例会，日常事务管理，门店巡视涉及表单: 店长日工作流程管理表日营业报表网吧登记表排班考勤表B.品质管理各类

104、商品、原料品质核检、盘点门店硬软件品质核检、盘点员工服务质量督导涉及表单：硬件盘点表仓库盘点表员工表之服务板块C.门店、顾客维护门店活动策划筹备执行门店宣传1mole活动总结及数据分析顾客，顾客消费体验跟踪周边市场跟踪涉及表单:门店营业数据分析表竞争环境跟踪表活动数据分析表顾客管理表D.人事管理门店员工招聘、培训、审核员工团队建设员工培训考勤、审批涉及表单：入职申请表员工表员工表E.财务管理业绩指标达成门店成本把控门店日常开销管控涉及表单：财务月报表F.公共关系维护对外接待周边商户走访、异业合作、维护各类处理4.2 水吧岗位职责制作（奶茶、咖啡、饮料）、推介促销1mole水吧设备定期保养协助收

105、银做好客户服务工作负责吧台卫生清洁涉及表单：原料管理表饮品配方、操作表交表活动登记表4.3 外场服务员岗位职责：设备巡检、外场巡场顾户接待、引导入座解答顾客疑问、点单、送餐活动执行人走桌清、辅助保洁员清洁工作协助收银仓库进货4.4 收银员岗位职责为顾客办理会员卡负责为顾客充值、点卡充值、食品销售、找零食品上架、下架、仓库进货活动执行吧台卫生和工作台卫生的清洁5.考勤制度5.1 总则5.1.1 遵守劳动纪律，按时上下班，不、不早退、不旷工5.1.2 上班时间不做与工作无关的事情，不擅离岗位，不串岗闲谈，不妨碍他人工作5.1.3 爱岗敬业，廉洁奉公、精益求精，多做贡献5.2 考勤时间：每月 1 日

106、月末最后一天5.3 考勤：门店实行签到考勤，员工上、下班分两次进行考勤。上班、加班、早退等出勤状况皆以考勤本时间为准。5.4 考勤认定：5.4.1认定：规定上班时间后 20 分钟内签到者为1mole5.4.2 早退认定：规定下班时间前 15 分钟内签到者为早退5.4.3 旷工认定：规定签到时间 20 分钟以上 2 小时以内到岗者，视为旷工 0.5 天，2 小时以上未到岗者，视为旷工 1 天。5.4.4 补考勤认定：忘记上下班签到、或外出办公不签到的员工，需在 24 小时内向门店店长解释说明，由店长安排考勤做相应批注。5.5 考勤奖惩制度5.5.1 忘打上下班签到，每次提醒，3 次口头警告，连续

107、 3 月发生口头警告劝退。5.5.2、早退者，每次口头警告，连续 3 月发生这类口头警告，劝退。5.5.3 旷工 0.5 天，扣除天工资 50%，旷工 1 天，扣除当天工资，扣发当月 100%满勤工资，警告一次。连续旷工 2 天、季度累计旷工 3 天、年计旷工 6 天，劝退。5.5.4 如发现考勤统计、存在玩忽职守、疏忽管理，一经确认，将给予考勤记录口头警告一次。如发现弄虚作假者，警告一次或劝退处理。5.5.5 请假手续凡批准擅自休，作旷工论处。5.6 员工请假制度5.6.1 依据请假期的类别，提前 2 个工作日向店长或值班经理口头申请，说明请假及时间，经批准后方可按时离开工作岗位。5.6.2

108、 请假流程（口头）：员工值班经理店长5.6.3 事假5.6.3.1 事假以半天为最小请假。不满半天按半天计算，满半天不满 1 天按 1天计算，全月累计计算。5.6.3.2 员工月度连续请事假 15 天以上,季度累计请事假 20 天以上,按照公司相关规定酌情予以劝退或辞退.1mole5.6.3.3 事假工资核算：事假当天不计算工资，当月全勤奖扣除。5.6.4 病假5.6.4.1 病假以半天为最小请假，全月累计计算。未住院病假全年累计不得超过 30 天；住院病假不得超过 90 天。病假超过规定天数,经运营总监批准,可办理停薪留职手续。停薪留职期间擅就他职视同辞职。5.6.4.2 病假工资核算：员工

109、病假完毕后，应出具医院的有效病假单，提交店长，确认和核定病假。如无法出示病假单，则按旷工计。病假期间工资全勤奖扣除 60%5.6.5 婚假5.6.5.1 按法定结婚(女 20 周岁，男 22 周岁)结婚的，可享受 3 天婚假。5.6.5.2 符合晚婚(女 23 周岁，男 25 周岁)的，可享受 10 天婚假（10 天包含休息日）。5.6.5.3 申请婚假时，须提供“结婚证”，并在结婚前后一内休完。（因特殊情况需延后请，需向申请）5.6.5.4 婚假工资核算：婚假期间工资按基本工资 80%，全勤奖扣除 50%。5.6.6 丧假5.6.6.1 父母、养父母、继父母、配偶、的，给予三天慰唁假。5.6

110、.6.2 祖父母、配偶之父母的，给予二天慰唁假。5.6.6.3 兄弟、姐妹、外祖父母的，给予一天慰唁假。5.6.6.4 丧假工资核算：丧假期间工资按基本工资 100%，全勤奖不扣。5.6.8 凡有下列情况之一者，按旷工论处：5.6.8.1请假或虽经请假但未批准而不上班或无故离开工作岗位者。5.6.8.2 休假超过批准和规定时间，事先不又无正当理由，不属特殊情况者。1mole5.6.8.3 病假无医院证明，虽有证明但事前部门同意自行外出看病者（突发病取得医院正式病假手续，事后向说明情况者，可按病假办理）5.6.8.4 员工因为、酗酒、吸毒、打架闹事负伤等停工的，按旷工论处。6.员工处罚条例6.1

111、1序号处分条例处罚备注1仪容仪表标准如：上班不穿工作服、不佩戴胸卡、头发太长、未修剪指甲等口头警告每次扣绩效考核 1 分3 次及以上给予处分2未按规定执行日常工作如：开关灯、站立服务、打扫卫生、即时回应顾客、迎送客礼仪等3上班时间吃零食、看报纸、聚众聊天、影响正常工作经主管确认后给予处分4下班时间私自穿在网咖内消费5由于工作疏忽使顾客受到损失或损坏6无故不参加、公司或安排的各项会议7在客用场所内粗言秽语、高声喧哗、争吵或嬉笑唱歌8对指示或有期限安排，工作中未申报正当而结果未完成按照情节轻重给予处分9被顾客投诉态度问题、或擅自动用客人使用的物品10由于工作疏忽或未按工作规程操作使网吧受到损失或损

112、坏视情况按损失金额赔偿11旷工半天以上 2 天以内且无正当理由者警告经确认后给予处分12上班时间吸烟、睡觉、坐下（除规定时间内）mole6.2 处罚程序基层员工，由店长、值班经理依据类别，下达处罚决议。113上班时间玩，为或他人系统每次扣2分14当班主管同意擅自离岗、调班、调休15对可能发生的较大事情不汇报或隐瞒16对违法行为知情不报，不规劝，互相包庇17在网吧内外有损害网吧形象的言行举止18连续旷工 2 天且无正当理由者纪律性停职、降职、解聘经确认后给予处分19与客人发生争执或对客人不礼貌，受到客人投诉并经属实20将客人、同事财物遗失、破坏，却没有及时上报，对提供假信息21转移网吧或顾客财物

113、，拒不接受或有关部门的22对有不礼貌言行举止，从的合法、合理安排23在网吧内挑拨或参与打架斗殴24安全防火规章，造成事故隐患25利用公职谋私利、私自经商，倒买倒卖、批准，私自26涂改、单据、网吧公文，搬弄是非，诽谤他人，影响团结27同意擅自变更公司制度或标准28员工工资规定、泄露网吧29当班时间在工作场所内饮酒、30蓄意破坏网吧设备设施情节严重解聘并移交相关部门31、收看黄色 秽书刊、等黄色物品32偷窃同事或公有财物，的33不按规定保管或使用剧毒、易燃、易爆物品34玩忽职守，违章操作给网吧造成损失和责任事故25触犯治安管理条例及任何法律三次口头警告即可记一次最终警告，二次警告将被给予行政处分或

114、解除劳动合同mole值班经理，由店长依据类别，下达处罚决议。对值班经理以上给予除名或处罚，须听取投资方及网耕运营部意见，经讨论决定。三、 仪容仪表作为服务行业，我们的仪容仪表、行为举止都与我们的门店形象紧紧相扣。1仪容仪表· 不留长指甲，女生不涂有色指甲油，指甲应干净整洁无污垢· 不过度佩戴首饰，挂饰；男生不弄夸张造型、不留胡须，外露皮肤无纹身；女生适当化妆，不浓妆艳抹· 佩戴工作胸牌，统一别在左胸位置；如与微笑胸牌同时佩戴，则工作胸牌在微笑胸牌上方· 穿着工作服，工作服应保持干净整洁、无，如工作服有明显污渍，应及时或更换· 穿戴工作帽，工作帽

115、应保持干净整洁，穿戴时前额部分不被头发遮挡，如时工作帽有明显污渍，应及时或更换· 着装整齐，不随意更改工作服穿着形式，敞开外衣，卷起裤脚或衣袖· 穿着工作服时不应穿外套，如气温导致过冷或过热应向店长反馈· 无工作裤的可穿深色西裤· 无工作鞋的可黑色皮鞋注：以上规定在 当班期间、会议、培训等各正式场合，员工应严格遵守mole四、 工作流程工作流程是我们的工作过程中的参照标准，熟悉工作流程，工作起来才能得心应手。每个岗位分工与职责不同，有着不同的工作流程。各岗位流程请参考流程细则，以下对较为重要的工作流程归纳，让我们开始学习如何通过流程学习，让工作更轻松1开

116、始时间结束时间时间标准要求侧重点7:308:0030m进店前调整状态精神饱满，心情愉快进入进店后面露微笑，并热情地与每位同事打招呼5-10 分钟巡检夜班工作完成情况（环境、卫生等）、交情况5 分钟与值班经理交接夜班工作情况，以便制定白班工作换工作服，8 点前完成签到mole1.店长日常工作流程28:008:1010协助或组织值班经理晨会，布置当天工作8:108:3020m核对考勤系统查看员工出勤、休假、病假信息巡查并指导白班内外场工作8:309:0030m核查仓库进出货，以及其他店务相关事项9:0010:0060m核查门店财务相关事务，并填写门店财务报表10:0012:00120m店务机动时间

117、（处理店内外店务）12:0013:00120m协调员工就餐（代班、代巡场）13:0014:0060m午后店务巡场（环境、卫生、14:0016:30150m事务处理；分析数据、顾客、了解顾客需求16:3018:0090m协调员工就餐（代班、代巡场）18:0019:0060m店务机动时间（包括协助收银工作）19:0019:3060m员工19:3020:1040m巡查核实白班工作，与值班经理交接组织夕会后打卡下班备注侧重点为主要工作内容，可与其他工作同步进行场地巡视8:0020:0012h巡查休息区巡查营业区巡查吧台巡查货架陈列巡查卫生间巡查巡场表检查备注每 60 分钟抽出 5 分钟进行一次场地巡视

118、，未按标准执行予以调整或指正mole2开始时间结束时间时间标准要求侧重点19:3020:0030m进店前调整状态精神饱满，心情愉快进入进店后面露微笑，并热情地与每位同事打招呼跟随店长巡查核实白班工作并与其夜班工作，以便夜班执行换工作服，20 点前完成签到20:0020:1010m协助或组织店长夕会，布置夜班工作20:1020:3020m核查仓库进出货，以及其他店务相关事项20:3023:00150m巡查以及协助内外场工作23:001:00120m协调内外场就餐1:005:00240m店务机动时间（包括协助巡场和内外场卫生工作）5:006:00120m调动内外场工作气氛，严防瞌睡6:007:30

119、60m巡场以及写工作报告和心得7:308:1040m巡查并核实夜班工作，与店长交接组织或协助晨会后打卡下班备注侧重点为主要工作内容，可与其他工作同步进行场地巡视8:0020:0012h巡查休息区巡查营业区巡查吧台巡查货架陈列巡查卫生间巡查巡场表检查mole2.班长日常工作流程2.收银日常工作流程2开始时间结束时间时间标准要求7:308:0030m进店前调整状态精神饱满，心情愉快，换工作服点货、点钱、交,8 点前完成签到8:008:2020m晨会期间，确保门店运营正常（收银、外场）8:208:3010m仓库进货、上架8:309:00120m吧台现金报表制作9:0012:00180m确保正常收银工

120、作外完成内场清洁工作12:0012:3030m中午就餐12:3013:0060m商品成列整理13:0017:00120m上网期，为顾客提供优质服务17:0017:3030m下午就餐及简短休息17:3019:30180m上网期，为顾客提供优质服务备注每 60 分钟抽出 5 分钟进行一次场地巡视，未按标准执行予以调整或指正mole3.日常工作流程五、 服务标准服务标准是我们工作质量的度量标尺，我们要给予顾客热情、贴心的高品质服务，用2开始时间结束时间时间标准要求7:458:0015m进店前调整状态精神饱满，心情愉快，面带微笑， 进店后热情与每位同事打招呼，5-10 分钟查看所有设施设备及电脑是否正常、开始 ，换好工作服后，8 点前完成签到8:008:1030m参与晨会（周会）8:1