Employee's Handbook

Employee Guidance for In-Store Pick-Up and Store Maintenance

To ensure smooth operations and maintain a professional shopping experience, employees are required to follow these guidelines:

  1. Processing In-Store Pick-Up Orders

    • Every pick-up order must be entered into the website system.
    • Obtain the customer's email and create the order on our company website. Ensure the customer receives an email confirmation.
    • Double-check all orders for accuracy before finalizing the transaction.

  2. Restocking Shelves

    • If items are out of stock on display shelves, consolidate products to fill empty spaces.
    • Do not leave some shelves empty while others are full. A tidy and fully stocked appearance is essential for a good customer experience.

  3. Merchandise Display

    • Shelves must always be organized and visually appealing.
    • Push products to the front of the shelves for better visibility.
    • For bulk or wholesale items, print labels showing the lowest price available. These labels can be found in the company’s Google Drive.

  4. Internet Outages

    • If the store experiences an internet outage, do not process orders on paper.
    • Use a mobile phone to create a hotspot and connect to the Clover system for payment processing.
    • If the hotspot is unavailable:
      • Use the Shopify app on a phone to create a draft order and process payments there.
      • Alternatively, create and complete the order on the company website at samnailsupply.com.
    • If the internet remains down, the manager must immediately contact the internet service provider to resolve the issue

  6. Cashier Space Maintenance Manual

    Purpose

    To ensure a clean, organized, and professional cashier space that enhances the shopping experience and promotes operational efficiency.

    Daily Maintenance Checklist

    Before Store Opens

    1. Workstation Setup
      • Ensure the cash register, receipt printer, and card reader are operational.
      • Restock receipt rolls, shopping bags, and other supplies.
      • Wipe down all surfaces, including the counter, cash drawer, and equipment, with a disinfectant wipe.
      • Verify that the POS system is updated and functional.
    2. Inventory Check
      • Confirm that commonly used items like pens, notepads, and tape are stocked.
      • Organize items in designated drawers or storage boxes for easy access.

    During Store Hours

    1. Maintain Cleanliness

      • Regularly wipe down the counter and frequently touched surfaces.
      • Keep the area free of unnecessary clutter, including personal items.
      • Handle spills and trash immediately.

    2. Organize Materials

      • Arrange frequently used items neatly on the counter.
      • Store personal items in the designated employee area, not in the cashier space.

    3. Customer Interaction Area

      • Ensure credit card machines and customer displays are clean and functional.
      • Place promotional materials, if any, in an orderly fashion.

    End of Day Closing

    1. Cleaning and Sanitizing

      • Wipe down the entire cashier space, including counters, POS equipment, and customer touchpoints.
      • Empty trash bins and replace liners.
      • Sweep and mop the floor around the cashier area.

    2. Restocking

      • Refill receipt rolls, bags, and other essentials.
      • Check the cash drawer and organize bills and coins for the next day.

    3. Secure the Space

      • Lock away cash, checks, and high-value items as per store policy.
      • Turn off and secure POS systems.

    Weekly Maintenance Tasks

    1. Deep Cleaning

      • Use approved cleaning agents to thoroughly clean and disinfect the area, including underneath and behind equipment.

    2. Equipment Check

      • Inspect all POS equipment for wear and tear.
      • Report any issues or malfunctions to the manager.

    3. Reorganize Supplies

      • Audit supplies and replenish stock as needed.
      • Dispose of outdated materials or promotional items.

    Important Guidelines

    • Personal Items: Avoid leaving personal belongings in the cashier space during shifts.
    • Food and Drinks: No food or drinks allowed in the cashier space to prevent spills.
    • Uniform Compliance: Ensure a neat appearance to maintain professionalism.
    • Emergency Procedures: Familiarize yourself with emergency protocols for equipment failure or theft.


    Store Manager Responsibilities and Duties

    1. Leadership and Team Management

    • Supervise and lead store employees, ensuring they perform their tasks efficiently.

    • Provide training, guidance, and support to all staff members.

    • Address employee concerns and maintain a positive work environment.

    • Monitor employee performance and provide feedback when necessary.

    • Ensure all staff members follow store policies and procedures.

    2. Sales and Customer Service

    • Maintain excellent customer service and resolve customer complaints professionally.

    • Train employees on proper customer engagement and upselling techniques.

    • Ensure that the store meets its sales targets and take corrective action if needed.

    • Monitor customer feedback and implement improvements to enhance the shopping experience.

    3. Inventory and Stock Management

    • Oversee inventory levels and ensure that all products are well-stocked.

    • Conduct regular inventory checks to prevent stock shortages and overstocking.

    • Ensure that all products are properly labeled with correct pricing.

    • Organize inventory restocking and ensure timely reordering of low-stock items.

    4. Cash Handling and Financial Management

    • Ensure accurate cash handling by monitoring all transactions.

    • Reconcile daily sales and verify cash, credit card, and other payments.

    • Both manager and cashier must sign the end-of-shift report to confirm the money is correct.

    • If there is any shortage or excess money in the register, report immediately to the owner—no exceptions.

    • Deposit daily earnings as required and maintain financial records.

    5. Store Operations and Maintenance

    • Ensure the store is clean, well-organized, and presentable at all times.

    • Oversee daily store opening and closing procedures.

    • Ensure that all equipment, POS systems, and utilities function properly.

    • Implement safety measures and store security protocols.

    6. Reporting and Communication

    • Provide regular sales and inventory reports to the owner.

    • Communicate company updates, promotions, and new policies to staff.

    • Immediately report any store issues, including theft, damages, or operational disruptions.

    7. Compliance and Policy Enforcement

    • Ensure the store complies with all local, state, and company regulations.

    • Enforce company policies regarding customer service, employee behavior, and store maintenance.

    • Handle any disputes among staff or customers professionally and escalate serious matters when necessary.

  7. Sam’s Nail Supply Inc.
    Effective Date: [Insert Date]

    To ensure accurate financial reporting and accountability, all managers and cashiers must reconcile and confirm the shift’s financial records at the end of each shift.

    1. End-of-Shift Reconciliation

    • Managers and cashiers must verify cash, credit card, gift card, and all other payments against the POS system.

    • The total amount must match system records before closing the shift.

    • Any extra or missing funds must be recorded and explained.

    2. Reporting Discrepancies

    • All discrepancies (overages or shortages) must be reported to the owner immediately—no exceptions.

    • A written report must be submitted detailing the issue.

    3. Sign-Off Requirement

    • Both the cashier and manager must sign the close shift report to confirm that the money has been counted and is accurate.

    • Failure to obtain both signatures will be considered a policy violation.

    4. Accountability & Consequences

    • Managers and employees are responsible for accuracy, honesty, and transparency in handling money.

    • Failure to report or any attempt to falsify records will lead to disciplinary action, including termination.

    Effective day: 11/01/2024




    🏢 Sam’s Nail Supply – Company Structure


    1. Executive Division


    Purpose: Strategic leadership, growth direction, and cross-division coordination.


    Key Roles:

        •    CEO / President (David Vu Tran) – Vision, expansion, partnerships, finance oversight.

        •    COO (Operations Director) – Day-to-day execution across stores, warehouse, and logistics. Loi Dang

        •    CFO (Finance Director) – Financial management, reporting, tax, cash flow, and audits. Lisa Nga Vo

        •    Executive Assistant / Admin Office – Scheduling, internal reporting, communication hub.


    ⸻


    2. Operations Department


    Purpose: Ensure smooth functioning of retail and warehouse operations.


    Subdivisions:

        •    Store Operations

        •    Regional Managers (Texas, Oklahoma, Tennessee, etc.)

        •    Store Managers (each branch)

        •    Cashiers / Sales Associates

        •    Inventory Control & Merchandising

        •    Warehouse & Logistics

        •    Warehouse Manager

        •    Receiving & Shipping Team

        •    Inventory Coordinator

        •    Delivery Drivers / Logistics Partners


    KPIs: On-time inventory flow, shrinkage %, delivery efficiency, store compliance.


    ⸻


    3. Procurement & Supply Chain Department


    Purpose: Manage vendor relations, purchasing, and product sourcing (domestic & international).


    Key Roles:

        •    Purchasing Manager

        •    Vendor Relations Coordinator

        •    Import / Customs Specialist

        •    Quality Control Inspector


    Responsibilities:

        •    Negotiate supplier contracts

        •    Manage purchase orders

        •    Maintain optimal stock levels

        •    Coordinate with freight forwarders


    ⸻


    4. Sales & Marketing Department


    Purpose: Drive revenue growth through retail, wholesale, and digital channels.


    Subdivisions:

        •    B2B / Wholesale Sales Team

        •    Account Managers

        •    Inside Sales (phone/email orders)

        •    Marketing & Branding

        •    Marketing Director

        •    Social Media Manager

        •    Graphic Designer / Content Creator

        •    Promotions Coordinator


    Functions:

    Campaigns, brand visibility, influencer partnerships, trade shows (Cosmoprof, etc.), and promotions across locations.


    ⸻


    5. E-Commerce & Technology Department

    Manager: Phuc Dinh

    Supervisor: Cam Nguyen


    Purpose: Manage online sales, automation, and IT infrastructure.


    Key Roles:

        •    E-Commerce Manager (Shopify, Amazon, eBay)

        •    Web Developer / IT Support

        •    Data Analyst / Pricing Automation

        •    POS / Kiosk Systems Admin



    Focus:

        •    Website management (SamNailSupply.com)

        •    Online marketing (Google Ads, SEO, email automation)

        •    Price syncing and inventory automation across locations

        •    POS data analytics


    ⸻


    6. Finance & Accounting Department


    Purpose: Manage all financial operations, compliance, and reporting.


    Key Roles:

        •    Accounting Manager

        •    Accounts Payable / Receivable

        •    Payroll Administrator

        •    Financial Analyst


    Tools: QuickBooks Online, banking integrations, audit reports, cash flow projections.


    ⸻


    7. HR & Training Department


    Purpose: Recruit, train, and manage staff performance.


    Key Roles:

        •    HR Manager

        •    Recruiter

        •    Training & Development Lead

        •    Employee Relations Specialist


    Responsibilities:

        •    Hiring / onboarding

        •    Employee handbook & compliance

        •    Payroll coordination with Accounting

        •    Training programs for store and warehouse teams


    ⸻


    8. Product Development & Private Label Division (optional but strategic)


    Purpose: Build proprietary brands (e.g., SamPro, LDNG, SamSpa Tools).


    Key Roles:

        •    Product Development Manager

        •    Lab & Supplier Liaison

        •    Brand Manager


    Focus:

    New product innovation, OEM / ODM partnerships, packaging design, quality testing.


    ⸻


    9. Legal & Compliance Department


    Purpose: Ensure contracts, trademarks, leases, and regulatory compliance.


    Key Roles:

        •    Legal Counsel / Consultant

        •    Compliance Officer


    Functions:

    Trademark (Sam’s Nail Supply, LDNG, AEONMall, etc.), lease agreements, vendor contracts, insurance policies, and state retail tax compliance.


    ⸻


    10. Expansion & Real Estate Development


    Purpose: Oversee new store openings, construction, and property management.


    Key Roles:

        •    Development Director

        •    Construction Project Manager

        •    Architect / Designer Liaison

        •    Leasing Coordinator


    Focus:

    New sites, remodels, vendor coordination, and permits with city planning departments.


    ⸻


    ⚙️ Suggested Reporting Flow


    CEO (David Vu Tran)

    ⬇

    COO / CFO / Directors

    ⬇

    Department Managers (Ops, Sales, HR, Tech, Finance)

    ⬇

    Supervisors / Store Managers / Team Leads

    ⬇

    Staff