Cindy Jones Associates

Manager's Job Description

2011-07-28T12:40:00.000-07:00

JOB DESCRIPTION

GIFT SHOP MANAGER

RESPONSIBLE TO: Director of Volunteer Services or other hospital administrator

EXPERIENCE OR EDUCATIONAL BACKGROUND: College degree, experience in retail operation and shop management, computer knowledge, and proven success in working with people, preferably with volunteers.

SCHEDULE: Full-time supervisory position, 40 hours weekly, Monday - Friday. May need to provide staffing back-up in emergency or absence of staff or volunteers.

SUMMARY: Directly responsible for overall management and operation of the Gift Shop.

DESCRIPTION OF DUTIES:

MANAGEMENT RESPONSIBILITIES:

Prepares short and long term annual goals and objectives, reviews with Gift Shop Committee and direct operations toward their successful accomplishment.
Develops and implements policies and procedures.
Attends and participates in hospital gift shop management workshops and conference of the hospital gift shop industry.
Remains informed of hospital initiatives and policies.

SUPERVISORY RESPONSIBILITIES:

Volunteer Staff:

Coordinates volunteer activities with Director of Volunteer Services and Gift Shop Committee.
Interviews prospective volunteers prior to placement in gift shop.
Ensures volunteer well-being and job satisfaction.
Maintains and trains volunteer staff.

Paid Staff

Maintains, interviews, hires, trains, evaluates, supervises and schedules paid staff.
Assigns staff functions, designate duties and assignments.
Conducts paid staff performance evaluations.

FINANCIAL RESPONSIBILITIES:

Maintains efficient and accurate methods and systems for gift shop financial operations.
Prepares monthly and annual financial reports.
Prepares and submits an annual budget.
Maintains accurate and current vendor files, merchandise received records and invoice payments.
Supervises the counting and reporting of cash revenues.

OPERATIONS

Controls and monitors operational budget: supplies, fixturing and equipment.
Directs and implements shoplifting deterrents and shop signage.
Determines major capital expenditures and proposals to Board, Supervisor and/or Gift Shop Committee.

MERCHANDISE AND BUYING OPERATION

Directs and coordinates the quality and types of merchandise that best meets the needs of staff, patients and visitors.
Maintains accurate pricing
Takes markdowns when necessary.
Takes extra markups when possible
Reorder merchandise when needed.
Advises volunteer and/or paid buyers at monthly Buyer's Meetings.
Sets buying policies and procedures
Maintains adequate inventory levels necessary to increase sales.
Leads and directs year-end physical inventory.
Facilitates buyers to attend major market at least once per year.
Plans, schedules, organizes and presents special events and promotions.
Markets shop through hospital media

POS System Requirements and Outcomes

Maintains inventory figures for each department
Is highly proficient with the POS system to provide cashier training.
Produces accurate and comprehensive financial reports; sales history, profits, inventory at cost and retail values, quantities on hand, quantities on order, profit margins for each item, vendor and category.
Provides monthly inventory figures for each category.
Provides sales analysis for each category’s performance.

GIFT SHOP DEVELOPMENT

Plans and directs space and facility allocation.
Directs major and minor alteration projects.
Coordinates general maintenance of Gift Shop.
Assists volunteers in planning merchandise displays and shop appearance.

Cindy Jones Associates 4554 Cottonwood Dr Ann Arbor, MI 48108 Phone: 734-769-6536

E-mail: cindy@cindyjonesassociates.com Website: www.cindyjonesassociates.com

What Is "Open To Buy Planning", Anyway?

2011-01-19T07:55:00.000-08:00

Inventory Management for Hospital Gift Shops

The goal of good inventory management is to maintain an appropriate level of inventory for the amount of sales that you are generating. You want to have adequate assortments when sales are slow so that you don’t miss possible sales, but not so much that you drain your cash flow. When sales pick up, you want to increase your inventory levels to support the increased sales, but be careful not to over buy. In other words...

The Right Amount
Of the Right Stuff
At the Right Time

This is where Open To Buy planning comes into play. It tells you how much inventory should be on hand at the beginning of any given month and how much new merchandise should be received during the month to maintain your optimum inventory levels.

There are four basic steps to creating a simple, effective open to buy system. They can be done on a computer using sophisticated programs or more simply using pencil, paper and a calculator. The first three steps are usually done once a year and, when completed, give you a complete open to buy plan for the upcoming year. The final step is to use the open to buy plan you have created to adjust your monthly merchandise flow.

Step 1. Plan your annual sales and markdowns. This is probably the most important step in the process since the stock levels are derived from the planned sales

Step 2. Plan your average stock, turn, and Beginning Of Month stocks. This step is the more difficult step. You need to determine what stock levels and turnover rates are appropriate for your business.

Turns that are too slow will give you stock levels that are too high - you’ll face high markdowns and low cash flow. If your turns are too fast, the planned stock levels will be too low - you’ll miss sales and give poor customer service due to out of stocks.

Step 3. Calculate an Open To Buy plan for every month. Once you have planned sales and stocks, you can calculate how much merchandise to receive (how much you have “open to buy”) each month.

Start with the beginning of month stock plan (stocks at retail dollars) and subtract sales (sales decrease stock levels), and subtract markdown dollars (the amount you take in markdowns also decreases stock levels). Compare the result to your planned end of month stock levels.

The difference is how much merchandise you should receive during that month.

Step 4. Adjust monthly using OTB projections. The last step is to use the plan you create to monitor your sales, stock levels, and purchases.

For example, if your sales slow down your stock levels are likely to increase. In order to stay on plan, you’ll have to buy less the next month, or take additional markdowns, or cancel orders, or a combination of these. If sales are increasing, you’ll need to buy more in order to stay on stock plan.

Adjusting monthly lets you keep your stock levels at the optimum levels for your business.

By Bob and Susan Negen, WhizBang! Training, 233 Washington Ave. #213, Grand Haven, MI 49417, Phone: 616-842-4237, Toll Free: 800-842-1660, Fax: 616-842-2977, Email: info@whizbangtraining.com

12 Days of Christmas

2010-12-13T14:30:00.000-08:00

New Volunteer Cashier Training Checklist

2010-09-02T02:41:00.000-07:00

VOLUNTEER CASHIER TRAINING CHECKLIST

Use this checklist to ensure that each volunteer receives a standard training experience and that all information is communicated. Check each item as it is covered with the volunteer.

______________________________________________

(New Volunteer's Name)

Request that they wear a trainee ribbon so customers know they are in-training.

____Share with them that volunteering in the Hospital Gift Shop means providing a valuable quality retail service to patients, visitors and hospital staff. Convey the importance of their role in a profitable fundraising business operation. Welcome them and make them feel valued. Discuss the responsibilities of being a gift shop volunteer and how important it is to be punctual for their assigned shift.

___Explain the organizational structure of the Auxiliary and Gift Shop.

___Provide them with a cashierʼs job description. Introduce them to the paid staff and/or volunteer leaders.

___Show them the coat storage and sign-in area. Explain parking information.

___Tour shop and storeroom.

___Show them where merchandise and supplies are kept

___Review each department's merchandise

___Review selling techniques and multiple sales

___Review the “Policy & Procedure Manual” together. Encourage the new volunteer to take the manual home to review.

___Show the volunteer the location of the shop bulletin board for new information, updates and policy changes.

PROCEDURES:

___Show how to handle gift certificates.

___Instruct how to handle Employee Payroll Deductions.

___Explain the credit card transaction procedure.

___Review the check cashing policy.

___Review “exchange” policy and procedure. Explain that “No Cash Refunds “ means that customers cannot return merchandise for cash but can exchange for other merchandise of the same value or more.

___Review box and gift wrap policy and procedure.

___Explain that each volunteer receives a ____% discount card after working in the shop for three months. They must show their discount card when making a purchase.

___Explain that personal purchases must be rung up by another cashier. The receipt must be attached to the outside of the bag and initialed by the cashier who rang up the item.

____Review the importance of finding a volunteer replacement if they are unable to work their shift. They are to inform the Scheduling Chair when they are switching shifts with another volunteer.

___Inform the new volunteer of the 15-minute break during each four-hour shift.

___Discuss the proper way to greet and wait on customers. Explain that greeting a customer actually deters shoplifting, since shoplifters hate recognition.

___Review the steps to follow when a shoplifter is sighted.

___Show the location of the panic button for emergency use.

CASH REGISTER PROCEDURES:

___Show how to “count in” cash drawer working fund.

___Show and explain the “Cash Register Instruction Notebook” for transaction procedures.

___Share the importance of giving receipts to customer.

___Explain the importance of ringing sales up in the correct category. Explain how the

___Buyers and Manager use the register tape totals to make important financial and buying decisions

___Explain the importance of ringing the customer's method of payment by using the correct key (cash, charge or credit card). Point out how this helps them balance out at the end of their shift.

___Show how to change register tapes. All cashiers must know how to change register tapes!

___Instruct that shift members are to rotate duties during their shift. Rotating prevents having the same person on the register throughout the shift.

___Emphasize the importance of getting out from behind the counter and helping customers.

___Reading magazines or visiting behind the counter while customers are in the shop is inappropriate.

___Show how to “balance out” at end of shift using the tally sheet. Emphasize the importance of balancing out the number of stamps they started with and the number they ended their shift with.

OTHER RESPONSIBILITIES WHILE ON SHIFT:

Stock candy and gum regularly.

Restock bags and tissue when necessary.

Explain the correct way to answer the shop phone, "Gift Shop, may I help you?" And, how to transfer a call.

Explain the following:

* Patient's Rights of Privacy

* Fire Safety Procedures

* Hazardous Waste Policies

Volunteer Buyer's Job Description

2009-11-03T10:19:00.000-08:00

VOLUNTEER BUYER’S JOB DESCRIPTION

• Stay current with buying trends

• Know thy customer

• Buy using:

- Research data

-Past performance

• Implement seasonal calendar

• Merchandise processing

-Unpack and price

-Handle returns/credits

-Display in shop

-Restock regularly

-Take timely markdowns

-Take annual physical inventory

• Schedule substitute when absent

Cindy's Mom's 100th Birthday Party

2009-07-05T04:53:00.000-07:00

We had a wonderful day celebrating my Mother's 100th Birthday!

Gladys is in excellent health and still lives independently.

She is a very positive person and always sees the glass as half full, never half empty.

We are so blessed to have her in our lives.

Left to right: Me, Gladys and husband, Rob

2009-06-03T15:55:00.000-07:00

A VERY SUCCESSFUL WEBSITE:
Baptist Medical Towers Pharmacy and Gift Shop in LIttle Rock, AR

https://www.baptist-health.com//store/giftshop/Default.asp

Also, check out these excellent gift shop websites:

http://www.summithealth.org

http://www.trustedcareforlife.org/gift_shop.php

http://www.centracare.com/hospitals/sch/services/giftgallery/index.html

Inventory Levels & Sales Per Square Foot

2009-03-09T12:17:00.000-07:00

INVENTORY LEVELS
Inventory (at retail) should be approximately 25% of annual sales. If sales are $300,000, then inventory should be approximately $75,000 (on average). The stockroom must be able to accommodate that merchandise.

SALES PER SQUARE FOOT
In evaluating both successful and failing shops, a minimum of $500 per square foot (at retail) in sales annually is doable for most shops.
A number of shops around the country are generating over $1,000 in sales per square foot per year.

NOTE: This benchmark applies to shops that are proportionate in size to their hospital (number of employees and beds). A small shop in a big hospital should generate higher sales per square foot. A disproportionately large shop in a small hospital will generate lower sales per square foot.

To maximize every square foot of a shop’s selling space:
- There should be very little storage (drawers or cupboards) in the selling space.
- The merchandise must turn fast.
- Appropriate pricing structures must be maintained to receive the maximum profit on the merchandise. Good profit margins are the key to success!

This information is based upon Cindy’s general experience and knowledge of hospital gift shop management and information gathered through her national surveys.

Preferred Customer Program

2009-03-08T16:22:00.000-07:00

Here is a sample of a preferred customer program.

(Click to view and print)

SAMPLE: Floral 'Request For Proposal'

2008-07-14T10:05:00.000-07:00

Date
Florist
Address

To Whom it May Concern:

This letter is being sent to you as a Request For Proposal (RFP) for flower delivery service to the _________ General Hospital Gift Shop. The hospital/auxiliary is seeking a florist who will provide fresh flowers and live plants for sale in the Gift Shop. The following is the criteria for this agreement:
• Fresh flower arrangements should consist of
• All-occasion arrangements in the price range of $18.00 - $50.00
• New baby arrangements in the price range of $18.00 - $30.00
• Bud vases – rose and carnation - in the price range of $8.00 - $14.00
• The flowers should be replenished/replaced __#__ times per week with the option of calling for added flowers, or removal of flowers, if necessary.
• There should not be more than 18 bud vases or 10 arrangements at one time.
• Live plants should be hardy and polished in the price range of $18.00 - $30.00.
• There should not be more than four planters at a time.
• The florist will be responsible for watering the live plants on each visit.
• The contract would be for one year with the following arrangement:
• Gift Shop will agree to facilitate, refrigerate and sell the fresh flowers and live plants.
• The florist will have the price of each item marked for consignment upon delivery and shall be the same price as would be charged in the florists shop.
• At the time of delivery and returns, the florist would provide an invoice showing the returns and deliveries.
• On or before the 10th of each month the florist would provide to Gift Shop a complete invoice for the previous month. Gift Shop would pay this invoice within 10 business days.
• The invoice would be for 65% of the total sales as evidenced by the delivery and returns.

If you are interested in pursing this opportunity, please submit your proposal for review by __(date)___ to: ___(Name)__, Manager, Title, General Hospital, Address, or fax to ______________. The proposal should include a picture/photo of an all-occasion arrangement, a baby arrangement and a bud vase with the price of each arrangement/vase indicated on the proposal.

We appreciate your consideration and look forward to hearing from you soon.

Sincerely,

Volunteer Cashier Job Description

2008-06-03T11:47:00.000-07:00

VOLUNTEER CASHIER'S JOB DESCRIPTION

Responsible to: Gift Shop Chair and/or Manager

Volunteers serving in the Gift Shop accept a responsibility to support the service and fundraising goals of the shop by providing retail service to patients, visitors and staff. A friendly, business-like attitude is essential. Gift Shop volunteers must take their assignments seriously. They play a vital role in a successful business.

Gift Shop volunteers must receive the required hospital registration and orientation from the Volunteer Department.

RESPONSIBILITIES:
1. Requirements. To work as a cashier during one of the regular shifts. Volunteer cashiers receive thorough on-the-job training before assignment to a shift. The Training Chairperson evaluates a new volunteer’s progress after one month on a shift.

2. Shift and Schedule. Arrive promptly for assigned shift. Reliability and punctuality are essential. Must be able to stand for long periods. Make every effort to get a substitute when necessary. Inform chairman and/or manager when schedule changes take place. Do not schedule appointments in hospital during shift hours.

3. Product Knowledge. Have working knowledge of product lines. Arrive ten or fifteen minutes early to circulate around the shop to see what has come in since last shift. Be familiar with shop specials and coming events. Please do not change or alter merchandise displays without approval.

4. Professionalism. Wear a clean uniform. No sitting while customers are in the shop. Problems and personalities should be left out of the shop. Friction within the ranks does not project a positive shop image.

5. Policies. Remain informed of and consistently enforce all shop policies and procedures. After an extended absence or vacation, request a ‘training review.’

6. Shop Attentiveness. Refrain from reading magazines during your shift. This gives the impression you are not interested in the customer. Be alert to each customer and aware of shoplifting. No cell phone use in the shop during volunteer working hours.

7. Cash Register. Must be accurate with sales transactions. Must ring all sales transactions through the cash register. All errors must be either voided or recorded as over-rings. Must be able to change register tape. Must follow shop manual guidelines for handling of cash/checks/charges.

8. Cashing in/out. Must follow procedures for cashing in and out, as described in shop manual.

9. Shift Duties. When serving as a ‘float’ (not on the register)
a) Circulate and observe for shoplifting c.) Assist customers
b) Assist cashier, as necessary d.) Stock, dust and straighten merchandise.

10. Customer Service. Greet each customer with eye contact, a smile and verbal greeting. Assist customers in purchasing merchandise. Smile and be friendly. Treat customers and fellow workers with courtesy.

(No cell phone use in the register area)

PHYSICAL REQUIREMENTS:
Must be able to stand most of a four-hour shift. Must be able to bend over.
Must be able to speak the English language fluently to communicate with customers.
Must have good hearing ability to listen to customers.
Must have manual dexterity to operate cash register and handle cash.
Must have good visual acuity to follow written instructions.

In a hospital gift shop, some customers are truly just filling time while they wait. You may not always make a sale, however, if you've been helpful and pleasant, the customer may see something that fills a future need and come back. Courtesy and helpfulness must be provided to all types of customers.

Customer Survey

2008-05-01T10:53:00.000-07:00

SRHC SERVICE AUXILIARY GIFT SHOP
QUESTIONAIRRE

As the Tower Project advances, so does our need to plan for the new, improved SRHC Service Auxiliary Gift Shop! You can help us by taking the quick survey below. By doing so, you can win a $10 gift certificate to the shop (three names will be drawn from among all the returned surveys). If you have questions about this survey, please call Marsha Haskett at 452-6159.

1. I am a: Patient __ Visitor__ Employee __ Volunteer __

2. Do you shop at/visit the SRHC Gift Shop? Yes __ No __
If YES, please go to question #3. If NO, please answer the following and then skip to question 6.
The main reason I do not shop at the SRHC Gift Shop is:

3. How often do you shop at/visit the Gift Shop?

4. What is the main reason you shop at/visit the SRHC Gift Shop?

5. On a scale of 1 to 5 (with 1 being “very dissatisfied” and 5 being “extremely satisfied”, how satisfied are you with the current:

Selection of merchandise

Price of merchandise
Customer Service

Quality of merchandise
Hours of service

Ease of finding merchandise
Feel free to make comments/suggestions regarding any of the above

6. Following is a list of items that may be considered in stocking the new shop. Please check those that appeal to you as a shopper:
__Gourmet Foods/Kitchen Items __“Made in Kansas” Items __Larger, more expensive toys/games
__Pre-teen girl items __SRHC items (lanyards, mugs, pens, etc.) LLFurniture/home décor __Pet items __Pampering items (lotions, candles, etc.) __Gift Book section
__Christian Section __ Apparel-children’s clothes, adult items such as pajamas, novelty t-shirts, etc.
Your suggestions—what would you like to see? (Or not see?):

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
To enter the prize drawing, fill in your name and phone # below. If you wish to remain anonymous, you may detach the survey at the above perforated line and turn in both parts to the Gift Shop’s “Survey Return Box”. If anonymity is not an issue to you, you may return the form to either Volunteer Office or you may save this file and email it to mkhasket@srhc.com. Please return all forms by ___Date______.

NAME:
PHONE # to call you at if your name is drawn as a winner:

Shop Cleaning Schedule

2008-03-02T10:05:00.000-08:00

(Click to view and print)

ASCAP

2008-02-23T13:01:00.000-08:00

Your shop must have a license from ASCAP (American Society of Composers, Authors and Publishers) to play copyrighted recorded music (tapes, discs, records).

The fee is 30 cents for each of up to 10,000 employees at your hospital.

Write:

ASCAP
National Sales Office
One Lincoln Plaza
New York, NY 10023

800-755-1019

Budget Format

2008-01-16T11:51:00.000-08:00

(Click to view and print)

Inventory Graph

2008-01-16T11:39:00.000-08:00

Sales Graph

2008-01-16T11:09:00.001-08:00

2007-12-30T13:29:00.000-08:00

Slatwall with glass shelves and crescent department dividers.

2007-12-30T12:51:00.000-08:00

Candy Department

Nesting Tables

2007-12-10T11:36:00.000-08:00