Manager Training Manual

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Opening & Closing Procedures


Opening Procedures
~Manager and crew should arrive 30 minutes prior to opening to allow enough time to prepare for the start of the day.
~If there is any tampering inside or outside the store, do not enter – remain where you are and call the police.
~Do not open the store alone. Two or more associates must be present before the door is unlocked. Know the duress code for the alarm system.
~Relock the entry door. Station an employee at the front end to let arriving employees in one at a time and relock the door after each entry. (NOTE: Leaving a door unlocked and unmanned – for the convenience of arriving employees – is an open invitation to be robbed or for a thief to enter the store and steal merchandise.)
~Do a visual check of doors, windows, and aisles to be sure nothing was disturbed.
Tasks – 30 Minutes Prior To Opening
~Disable alarm.
~Turn on lights necessary for sales floor preparation.
~Walk the floor to inspect housekeeping and use store evaluation checklist.
~Open safe, remove cash register tills.
~Set up cash registers for opening cashiers.
   -The only visible functions at the register should be placing tills in register. All money counting should be done out of sight of the front door.
~Move shopping carts and products to the sidewalk or outside selling areas as needed.
   -A designated manager should only unlock the doors for arriving associates or for necessary traffic as mentioned above. All perimeter doors should remain secured except when in use.
~Turn on computer and overhead music systems.
~Turn on air conditioning system.
   -For manual switch on air conditioning systems, turn on one at a time with fifteen minutes apart.
~Start creating a daily task list.
~Assign cleaning/restocking/merchandising duties.
~Prepare lunch and break schedules.
~Activate any working displays and turn on any televisions.
~Put up any sale signs needed for the start of a new sale.
~If a promotion ended the previous day, take down all related signs.
~Check e-mail and respond as needed.
~Ensure the tapes in the VHS VCR/Multiplayer are changed and the unit is recording.
~Make adjustments to the schedule if necessary.
~Get outfitted with supplies and radio.
~Daily Huddles

Closing Procedures
Do not extinguish or dim any lights until all customers have left the building.
~Do not close the last register until after scheduled closing and all customers have exited the store.
~Always answer the phone, even when it rings after closing.
~Always leave in pairs when closing the store.
~Never exit through the rear of a store.
~Ensure all parking lots and exits have adequate lighting and that all bulbs are lit and functioning.
Tasks – 1 Hour Prior To Closing
Restock and recovery.
~Assign closing and cleaning duties.
~Lock any non-essential perimeter doors.
~Clean and restock restrooms.
~Return all non-defective returned merchandise to stock.
   -This should not be done by the cashier who processed the actual refund.
~Move all defective returned merchandise to the back room for processing.
~Clear the aisles of any merchandise, pallets, freight, carts, etc.
Tasks – At Closing Time
Walk the floor and restroom for any remaining customers.
~Retrieve all shopping carts from outside and inside the store and place in front of store (inside).
~Bring all products from sidewalks and outside selling areas into the store.
~Lock all perimeter doors, including main entrance and exit doors. The exit door should remain locked, with a supervisor or other responsible employee remaining at the door and letting customers out and relocking the door after each exit. Departing employees should also be observed, ensuring that no unpaid merchandise is carried out.
~Dust the floors and mop when necessary.
~Close and count down all cash registers.
   -Cash should be counted away from registers so that it will not be visible to customers remaining in the store or who might be able to view the activity from outside the store through windows.
~Settle all credit card machines (if applicable work with Head Office).
~Generate a detailed batch listing (if applicable work with Head Office).
~Settle the machine (transmit the batch – if applicable work with Head Office).
~Place the detail tape, settlement report and tills in the safe.
Place tills in a safe over night and leaving register draws open will better protect the point of sale terminals in the event of a break in because burglars will invariably break into a register.
   -All tills should be balance, with paperwork, immediately following each cashier’s shift so that any discrepancies can be investigated promptly, with the day’s events fresh in the cashier’s mind. The countdown of money should be witnessed and formally acknowledged by a manager. The cashier should not know how much money should be in the drawer. The manager should obtain that data from the POS program for use in determining the amount the cashier is over or short. If the over/ short is exceeds a designated threshold (no more than $1.00), the cashier should be required to provide a written statement as to what possibly could have caused the variance.
Empty all trash receptacles and place the trash bags near the back door (or receiving door) for removal to the dumpster the following morning. This will deter the theft of product via the trash for later removal from the dumpster, and preclude the need to exit the rear of the store during hours of darkness (a heightened risk of robbery is present at that time).
~Shut off overhead music.
~Shut down any working displays.
~Seasonal Items – unplug any seasonal lights that could cause an electrical fire.
~Shut off any televisions.
~Ensure radios are turned off and placed in cradles.
~Leave closing notes for opening manager and include daily totals, merchandising info and any employee updates.
~Double check all perimeter doors.
~Perform a security bag/coat check.
~Shut down all Eagle and computer programs.
~Properly shut down all computers.
~Go through the Non Negotiable Standards form and make sure everything is checked off for the closing procedures.
~Turn off the air conditioning system.
~Turn off all lights.
~Activate burglar alarm system and know the duress code.
~Exit the front of the store and lock the doors. Ideally, all closing personnel should leave together, but as a minimum or two people should leave together when the store is locked for the night.
~Double check that the door is securely locked.
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