Procedure - Front Desk Operating Procedure

Section: Human Resource Procedures
Procedure Owner: Ignition633 Ministries Human Resources
Procedure Name: Front Desk Operating Protocol
Origination Date: October 2024
Revision Date: January 2025

Lydia's Closet Front Desk Operating Procedure

Purpose:
This procedure establishes standard operating expectations for front desk staff at Lydia's Closet to ensure exceptional customer service and maintain professional standards. It outlines essential guidelines for customer interaction, workplace conduct, and store presentation to create a welcoming and efficient retail environment.

Scope:
This procedure applies to all front desk employees at Lydia's Closet during operational hours. It encompasses customer service protocols, device usage, personal conduct, and appearance standards.

Procedure Guidelines:

1. Customer Service Priority:

   • Immediately acknowledge customers when doorbell sounds

   • Maintain constant awareness of shopping customers

   • Remain available for customer questions, conversations, and prayer requests regardless of other tasks

   • Prioritize customer interactions above all other duties
     
     

2. Technology and Device Usage:

   • Limit iPad and computer use to necessary business tasks only

   • Avoid personal phone use during customer-facing hours

   • Keep all devices away from front desk area when possible
     
     

3. Food and Break Management:

   • No visible food consumption at front desk

   • Coordinate breaks with coworkers to maintain continuous coverage

   • Consume snacks discreetly and out of customer view
     
     

4. Personal Shopping Protocol:

   • Store personal selections in labeled bags in back sorting room

   • Select items only during designated slow periods

   • Keep personal shopping separate from work duties
     
     

5. Workspace Management:

   • Maintain organized and clean front desk area

   • Process bags and hangers promptly after customer transactions

   • Store personal belongings out of sight

   • Keep counter spaces clear and professional
     
     

6. Professional Appearance:

   • Wear professional business attire (no sweatpants or hoodies)

   • Prioritize wearing Lydia's clothing when possible

   • Maintain a neat and presentable appearance throughout shift

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This procedure will be reviewed annually and is subject to change. Any changes will be communicated to all employees promptly.

For any questions or further assistance regarding this procedure, employees should contact the HR department at hr@ignition633.org.