"PVT. LA BELLE BODYCARE PVT. LTD.
Rules and Responsibilities
Edited 10/06/2008
This rules book contains general rules and responsibilities of staff, their individual rules and responsibilities, the attendance rules and parameters for incentives, re-bookings and increment.
Table of Contents
General Rules and Responsibilities…………………………………………………………………………………………………………. 3
Attendance Rules……………………………………………………………………………………………………………………………………. 5
Rules and Responsibilities of Manager……………………………………………………………………………………………………. 6
Rules and Responsibilities of Asst. Manager……………………………………………………………………………………………. 7
Rules and Responsibilities of Consultant…………………………………………………………………………………………………. 8
Rules and Responsibilities of Slimming Expert…………………………………………………………………………………………. 9
Rules and Responsibilities of Dietician…………………………………………………………………………………………………….. 10
Rules and Responsibilities of Accountant……………………………………………………………………………………………..…. 12
Rules and Responsibilities of Beauty Manager…………………………………………………………………………………………. 12
Rules and Responsibilities of Dr.Assistant……………………………………………………………………………….………………. 14
Rules and Responsibilities of Therapists (helpers)……………………………………………………………………………………. 15
Rules and Responsibilities of Security Guard………………………………………………….……………………………………….. 16
Incentives, Re-booking and Increment Rules…………………………………………………………………………………………... 17
Annexure………………………………………………………………………………………………………………………………………………… 19
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GENERAL RULES & RESPONSIBILITIES
1.1. 1.2. 1.3. Everyone should reach before time and leave after duty hours. Everyone should enter attendance in Bio-matrix and attendance register (AR) maintained by security. Everyone should be perfectly groomed with appropriate hair style and make up. Specific rules for beauticians and therapists (helpers): Female: Hair-style-Knots, with light make-up and lipstick compulsory. No jewels, only small studs.
Dressing-Decent dressing and soft sole sandals, which do not make noise while walking. Male: Short hair and clean shaven. Decent dressing and soft sole shoes, which do not make noise. 1.4. 1.5. 1.3 1.4 1.5 1.6 No staff (including Managers) will be allowed leave or weekly off on Saturdays or Sundays. Wear a tidy & neat apron, totally buttoned (if applicable) and name tags while on duty. Always greet clients with smile, treat clients as guests. Ensure you do not bad breath. Use suitable perfume for body odour. Everybody’s mobile phones should be locker ( including managers ). No incoming or outgoing calls will be entertained from company phones. Emergency calls may be allowed with the permission of the centre manager. 1.7 Handle company property with care. Concerned staff will be held responsible for any sort of loss due to their carelessness. 1.8 1.9 No drinking, eating in any area other than the pantry room. Fixed room for therapists (helpers) and Dr. Assistants to sit and watch TV. Reading or watching TV in other rooms is not permitted. 1.10 Beauticians always should be in their respective parlours, slimming experts, consultants & managers at front office, dieticians at nursing station. 1.11 No parlour services for staff during duty hours. All staff will get 50% discount on all the parlour services. (Hair cut and eyebrows are always complimentary) 1.12 One person per day (Therapist) from the branch will get snacks / lunch at fixed timing i.e at 08:00, 11:00, 14:00, and 17:30 hrs only. 1.13 Pantry should be maintained clean and tidy. Left over plates should be self cleaned. 1.14 Dieticians and therapists (helpers) will be allotted 2 aprons each. Parlour staff will be allotted 2 pairs of uniforms each. They should mark their aprons / uniforms for identity. 1.15 Self grooming should be done in the washroom only. 1.16 Everyone should freshen-up for evening session by 16:30 hrs. 1.17 No gossiping is allowed. Any problem has to be discussed with your manager only. If not satisfied with your manager’s response, then contact the next higher designated person. Don’t talk negative about company & any colleague. 1.18 Leave application has to be submitted to your manager at least two days in advance.
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1.19 Never exchange / ask for phone numbers with clients. 1.20 If you feel that something is going against your or the company’s interest, then contact Mr. Deepak Mittal at 09393082312 or e-mail at deepak2312@gmail.com . You may even send email anonymously.
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ATTENDANCE RULES
a. Everyone ( including manager ) should reach in time and enter attendance in Bio-matrix device and also attendance register ( “AR” maintained by security) when ever they come in and go out . No one is permitted to leave premises without proper entry in both, whatever may be the reason. If some one goes out for official purpose, reason should be entered in AR. Late coming from 00.01 – 10.00 minutes exempted for 5 days in a month. Above 5 days will be added to “LC” (Late Coming ) . Any late coming between 10.01 to 60.00 will be added to “LC”. Early going between 00.01 - 60.00 minutes will be treated as “LC”. Three LC will be treated as half day’s “ABSENT “. Half day’s absent will be marked for late coming above 60 minutes and early going above 60 minutes. Full day’s absent will be marked for late coming above half day and early going above half day. Single entry in Bio-matrix will be marked as absent. Casual leave rules: No. of days present in a month = > 20 days = > 15 days to < 20 days = > 10 days to < 15 days = > 5 days to < 10 days = > 0 days to < 5 days Casual leaves allowed 2 1.5 1 0.5 0
b.
c. d. e. f. g. h. i.
j. k.
All should take lunch within the premises. AR should be maintained in duplicate in given format (see format 5 in Annexure) and one copy should be sent to HR Manager daily.
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RULES AND RESPONSIBILITIES OF MANAGER
2.1 2.2 Understand and implement company rules. Use your valuable time for more important things like innovative ideas, business development & reduction in expenses etc. 2.3 2.4 2.5 2.6 Responsible for whole branch neatness & cleanliness. Handle clients with patience and politeness. Do not entertain refunds. Be model to your staff by your own discipline, timings, dressing, behaviour etc. Divide work among the staff & check them periodically. Give your staff in writing - their duties, responsibilities, behaviour, dressing, timing etc (apart from mentioned in general rules and responsibilities). 2.7 2.8 2.9 Allot one work to one person only. Should always ensure that minimum one consultant be available at reception from 9:30 am onwards. Ensure telephonic calls and walk-in clients are handled by the assigned staff.
2.10 Ensure enough staff at the branch for daily operations. Keep back-up ready in case of eventualities. 2.11 Arrange monthly meetings with your staff. Discuss matters related to business development, their monthly targets. Encourage them to suggest new / innovative ideas. 2.12 Selection and appointment of Assistant Manager, Slimming expert, Beauty manager and Dr. Assistant among existing staff [with designation (NA for Dr. Assistant) and name badges]. 2.13 Appoint one stock in-charge to maintain stock register, who would also give requirement list for stationery, slimming stock and beauty treatments stock requirement to you. 2.14 Assign duty to other staff for telephonic and consultation entries in computer, if absence of concerned staff. 2.15 Not allow booking below minimum price as per pricelist. 2.16 To check that validity period is mentioned in all new packages w.e.f 6/2/2008. 2.17 Promote good dieticians as consultants and motivate them for rebooking. 2.18 Gift vouchers distribution should be properly recorded in register and in computer (excel format) (see format 1 in Annexure). 2.19 Should arrange before-after photos of clients and create an album for in-house use.
2.20 Should arrange for minimum one client testimonial in 2 months. 2.21 Addition / removal of assets should be duly maintained in the Fixed Assets Register. Maintain separate pages for each fixed asset. (see format 6 in Annexure) 2.22 Any leave or late coming to office should be priorly informed to Deepak Mittal Sir. 2.23 Reply to audit reports and client complaints, when received. 2.24 Debit the concerned employee for any mistake done by them and mention in software. 2.25 Cash receipts should be kept under lock and key. 2.26 Check and send indent twice a month on 5th and 20th of every month. 2.27 Ensure cosmetics consumption is below 10% of the total parlour collection for any given month.
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2.28 Ensure addition / deletion of employee in software, whenever required and request for registration of employee in bio-matrix to be made to asst. audit manager. 2.29 Ensure that no internet browsers / chatting softwares / games are loaded in the computers. 2.30 Collect all the company assets from the staff leaving the job and issue “No Dues Clearance Certificate”. ( includes uniforms, books to dieticians, name badges, visiting cards, any other company assets, etc) 2.31 If a new service is offered to the client apart from the services mentioned in pricelist, intimate the same to Head Office on priority. 2.32 Optional: Fixing of monthly targets to staff 2.33 Optional: Deciding “best staff of the month” and putting up the name at reception.
RULES AND RESPONSIBILITIES OF ASSISTANT MANAGER
2.34 Duties similar to manager. Will act as manager in the absence of the manager.
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RULES AND RESPONSIBILITIES OF CONSULTANT
3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 Report to the centre manager Should have knowledge of all the treatments offered. Always be available at front office / reception. Should maintain the front office - neat, clean and presentable. Ensure availability of newspapers, magazines in stands. Never allow gatherings or gossiping at front office. Inform the centre manager if there are any issues. Answer incoming calls & write in telephone register (see format 7 in Annexure). Welcome clients with smile. If any client enquires about treatment, give related consultation form, pen and pad. Always offer the client – seat, water, and tea /coffee.
3.9
3.10 Telephone follow ups, consultation follow ups & partly paid follow-ups to be done on daily basis from the system and keep the same up to date. 3.11 Maximum three calls for telephone and consultation follow up. 3.12 Consultation timing should be minimum 20 minutes. 3.13 Should offer three packages minimum to the client. 3.14 Not allow booking below minimum price as per the pricelist. 3.15 Validity period for each package should be informed after the consultation is done. 3.16 Ensure signature of client in terms & conditions / consent form along with mentioning of ID on top of form. This should be filed in sequence. 3.17 Any complimentary that are given should be written on the registration form itself like parlour services, beauty treatment etc and duly signed. 3.18 In case of amounts receivable from clients, the dates for follow-up with client should be mentioned in registration form comments.
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RULES AND RESPOSIBILITIES OF SLIMMING EXPERT
4.1 Report to centre manager. 4.2 Check the grooming of dieticians and Dr. Assistants. 4.3 Check the work of dieticians, Dr. Assistants and therapists (helpers) and supervise them. 4.4 Put-up three male and three female client names in a chart at nursing station who have lost maximum weight in the previous month. 4.5 Maintenance of slimming machines and accessories. Report to Manager for any repairs. 4.6 Check heat pads every month by heating them constantly for 75 minutes and sign. on the same with “Ok Checked with date”.
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RULES AND RESPONSIBILITIES OF DIETICIAN
5.1 5.2 5.3 Report to the Slimming expert. Keep nursing station and treatment rooms neat, clean and presentable. Check the grooming of all the therapists (helpers). If any therapist is not up to La belle’s standard, talk to Slimming manager. 5.4 Welcome the client with a smile and remember their name.
5.5 a.
Client cards: Preparation of slimming cards. These cards should be handled only by the dietician. Cross check all the details with the system before preparing the card.
b. c. d.
Attach registration form with client card. Full signature (no initials) at “NIL BALANCE” in client card (Slimming clients) only after checking with system. If the client wants a session in increased weight (wt. more than previous session), then mention the same in client card with date and client signature.
e.
Enter and update treatment sessions in client card and software the same day after giving treatment. In case of old clients, mention the same in excel format in computer (see format 2 in Annexure).
f. g.
Separate card should be maintained for every new package ( even for one client ). If a session is given to a client in increased weight, then the difference in weight should be reduced from the target weight with a grace of 250 grams.
h.
Client cards older than 6 months and closed client cards should be sent to the Head Office before 5th of every month, after maintaining a register of such client cards details at the branch (see format 3 in Annexure).
5.6 5.7
To counsel the clients & motivate them. Regular monitoring of the client & keep a note & bring about periodic changes in his /her diet based on the needs of the clients.
5.8
To plan a nutritionally adequate diet keeping the medical problem in mind. Keep on updating your knowledge on obesity & diet. Prepare diet chart as per clients taste. Do not suggest the similar diet to all clients.
5.9
Follow the package mentioned on the registration form strictly for the sessions to be given to the client. If any conversions in the package, it must be authorized by the Manger (sign. Of Manager required on client card)
5.10 To fix the next appointment for the client. 5.11 Ensure that the total amount received from a client is more than the treatment given in cases of amount pending from client. 5.12 Follow the comments of the consultant (as mentioned in registration form) for payment follow-up.
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5.13 Visit client during treatment. 5.14 Do a regular follow up to see that client is regular to the treatment. 5.15 Explain rebooking to clients. 5.16 Hone up your communication skill and speak with confidence. 5.17 Attend training and evaluation, whenever called for.
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RULES AND RESPONSIBILITIES OF ACCOUNTANT
6.1 6.2 6.3 6.4 6.5 6.6 6.7 Will report to centre manager. Taking care of reception & lobby. Complete billing activities (including of parlour bills) Display daily reports (minimum 10 days) and Deepak Mittal sir’s notice on notice board. Handling in-coming calls. ( only if assigned staff is not available ). Full signature (no initials) at “NIL BALANCE” in client card (All) only after checking with system. Should get cash / cheque directly from client. No other staff ( beautician / consultant / manager ) should receive payment from client. 6.8 No payment without proper voucher. Narration in voucher should be clearly mentioned. Ex. purchase of 10 lemons, transportation charges for stock from head office paid to Ramesh, etc. 6.9 Maintain the files of consultation forms in sequence.
6.10 Entry of consultations and telephone enquiries in computer by the end of the same day’s business hours. 6.11 Should take charge of cash keys. Cash balance should always tally with computer account. 6.12 In case of manual billing, send email / SMS to audit manager immediately. 6.13 Do credit card settlement in software and in Axis Credit-card m/c every evening after business hours (except on 1st and 2nd of every month). 6.14 Send account statement by email every evening after business hours (email subject ex. ADRT 02/04/2008). Daily reports to be given to centre manager before 11.30 am by next day. ( E-mail to: raji.labelle@gmail.com, nagella.ca@gmail.com, shilpa.labelle@gmail.com ) 6.15 Any cash balance difference and changes to be made from credit card to cash and vice-versa should be notified in the daily report e-mails and in statements sent to HO. 6.16 Sending SMS of everyday business by end of business hours to Deepak Mittal sir. 6.17 Sending BRS for every weekend (on Sunday’s closing business hour)and every month end (on 1st of every month) to Ms. Manjula and Ms. Shilpa. Confirm closing balance with Ms. Manjula after tallying BRS. 6.18 Send Trial balance to Mr.Surendra every weekend (on Sunday’s closing business hour) and every month end (on 1st of every month). 6.19 Sending monthly report to Mr. Surender. 6.20 Sending incentive reports from software to HR Manager. 6.21 Sending monthly media report to Ms. Shilpa (HO). 6.22 On the closing day of the month make the closing balance as zero by depositing the cash balance in bank and take out the print out of the daily reports the same day.
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RULES AND RESPONSIBILITIES OF BEAUTY MANAGER
7.1 7.2 7.3 7.4 7.5 7.6 7.7 Report to centre manager Check the grooming of the beauticians To see the total maintenance of ladies parlour. Ensure that beauticians are available at appointment time. Ensure that beauticians assemble all cosmetics / tools before starting service. Convince clients for more services. Promote slimming and beauty treatments. Ensure all machines / electrical appliances related to parlour ( Gents and Ladies parlour ) should be in working condition. 7.8 7.9 Ensure all cosmetics / consumables are kept at their respective places. Offer tea /coffee and magazines to the clients
7.10 Twice in a month follow up with Beauty Card clients. 7.11 Must write BOT before starting any service. This is applicable even to complimentary services. Write full name of service and amount in BOT along with date and time. 7.12 Before billing, inform the accountant about the services added or deducted from the BOT. 7.13 Shall be responsible to achieve target of parlour. 7.14 Must not consume cosmetics / consumables more than 10 % of the parlour collection ( both G & L ). 7.15 Ensure you only have experienced & well behaving beauticians. 7.16 Clients should pay cash directly to accountant at reception. DO NOT RECEIVE CASH FROM CLIENTS. 7.17 Never exchange / ask for phone numbers with clients. 7.18 Ensure cosmetic is not used by staff for personal use. 7.19 Maintain stock register for parlour ( both G & L ) and give indent to manager twice i.e on 5th and 20th of every month.
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RULES AND RESPONSIBILITIES OF Dr.ASSISTANT
8.1 8.2 a. Report to the Slimming expert. Client cards: Preparation of beauty treatment cards. These cards should be handled only by the Dr.Assistant. Cross check all the details with the system before preparing the card. b. c. Attach registration form with client card. Full signature (no initials) at “NIL BALANCE” in client card (Beauty treatment clients) only after checking with system. d. Enter and update treatment sessions in client card and software the same day after giving treatment. In case of old clients, mention the same in excel format in computer (see format ..."
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