Comprehensive Store Operations, Leadership, and Brand Guidelines

Corporate Mission, Vision, and Strategic Purpose

  • Organizational Mission Statement:

    • The enterprise commits to providing the community a complete destination with excellent customer service and a good value for money.

  • Organizational Vision Statement:

    • Target Horizon: By the year 20252025.
    • Strategic Objective: To be recognized as a preferred retail company in the communities served.

  • Organizational Purpose Statement:

    • Core Mandate: To touch and uplift the lives of the communities around the organization.
    • Key Strategic Pathways:
      • Creating a great shopping experience and establishing a home away from home for patrons.
      • Providing meaningful work and career opportunities for all employees.

  • GMALL Organizational Acronym Breakdown:

    • G: Good to Great
    • M: Men and Woman
    • A: Achieving the goals
    • L: Legacy to live
    • L: Living the dreams

Organizational Purpose, GMALL Acronym, and Guiding G-Principles

Core Organizational Values and Foundational Principles

  • The TIGER Core Values Framework:

    • T — Teamwork: Collaborative execution, collective responsibility, and mutual support across teams.
    • I — Integrity: Strict adherence to honesty, moral soundness, and professional ethics in all store interactions.
    • G — Great Service: Consistent delivery of high-caliber, attentive, and customer-first service on the floor.
    • E — Excellence (Exellence): Pursuit of superior standards of workmanship, accuracy, and retail performance.
    • R — Responsibility: Accountability for company assets, Assigned tasks, customer care, and workplace standards.

  • The Eight Guiding "G" Principles:

    • Genuine: Demonstrating authenticity, sincerity, and transparency in every transaction.
    • Greatful (Grateful): Cultivating a culture of appreciation, humility, and gratitude.
    • Gugma: Visayan concept of love; bringing genuine heart, care, and compassion to daily retail service.
    • Gawa: Filipino concept of purposeful action and labor; executing responsibilities through practical, hard work.
    • Glowing: Radiating positive energy, cheerfulness, and welcoming warmth toward customers and coworkers.
    • Gising: Remaining alert, vigilant, attentive, and mentally present on duty.
    • Gigil: Channeling passion, intensive drive, and persistent enthusiasm into achieving objectives.
    • Galing: Exhibiting skill, competence, talent, and professional proficiency in task execution.

Mission, Vision, Core Values (TIGER), and 5 Ps

Retail Marketing Strategy: The 5 Ps Framework

  • Price: Establishing fair, competitive pricing structures that guarantee value for money, including precise markups and markdowns.
  • Promotion: Communicating offerings, sales campaigns, and customer engagement initiatives across retail departments.
  • Product: Curating complete product assortments and high-demand retail inventory across all floors.
  • Place: Maintaining accessible, convenient retail destinations and clean departmental sales floor layouts.
  • People: Fostering dedicated, well-trained floor overriders, register cashiers, and store supervisors.

Operational POS Codes and Cashier Performance Tracking

  • Point-of-Sale (POS) System Command and Override Codes:

    • CODE 1 — Change Price (Mark Up / Down): Authorized register override invoked to adjust price levels upward or downward.
    • CODE 2 — VOID: Register cancellation of an active line item or scanned merchandise prior to sale finalization.
    • CODE 3 — POST VOID: Cancellation and complete reversal of a transaction record after the sale has already been tendered and finalized.
    • CODE 4 — REPRINT: Generation of an official duplicate receipt printout from the point-of-sale terminal.
    • CODE 5 — DISCOUNT: System application of authorized percentage, price, or promotional markdowns.
    • CODE 6 — CHANGE ITEM: Exchange or substitution transaction for merchandise at the register.
    • CODE 7 — BILLS: Processing payments for customer billing or utility collections at the terminal.

  • Cashier Register Tracking Metrics:

    • SKU: Scanning volume, inventory classification tracking, and speed per Stock Keeping Unit.
    • Tnx / Reg#: Transaction volume tracking cross-referenced with the specific Register Number assigned.
    • Time: Monitoring cashier turnaround duration, register processing speed, and checkout service intervals.

POS System Codes, Floor Overriders Hierarchy, and Personnel In-Charge

Store Floor Leadership, COC Hierarchy, and Roster

  • Floor Leadership and Overriders Structure:

    • Floor Head (1st Floor Overriders): Nedie Magallanes
    • Second Floor Overrider / Leadership: April Joy Aguinaldo
    • 3rd Floor Overrider / Leadership: Sheryl David
    • Officer-in-Charge (OIC): Junel Malijao

  • Cash Operations / Cash Office Center (COC) Management:

    • Incharge COC: Janine Manlangit Mencidor
    • Head Incharge: Lorove Umayam Labapiz
    • Assistant Incharge: Chiryvy Arisgado

  • Store Floor Personnel Roster:

    • 1:1\text{:} Santander
    • 2:2\text{:} Unassigned
    • 3:3\text{:} MELODY ONTIA
    • 4:4\text{:} ate amoy
    • 5:5\text{:} Checelyn Lobiano

Two-Way Radio Communication Protocols

  • Standardized Radio Signals and Local Ten-Codes:
    • Tanggo: Thank you (acknowledgment of information received or assistance provided).
    • 10-9: Repeat (requesting transmission rebroadcast due to poor audio or missed instructions).
    • 10-0: Kaon (Visayan for "eating" or meal break; indicates staff is stepping out for meals).
    • Negative: Wala (Visayan for "none" or "nothing"; confirms an absence of merchandise, lack of stock, or negative status).
    • 12-12: Hulat-hulat (Visayan for "wait-wait" or standby; indicates the listener should hold the line).
    • CODE 1-PS all: All-personnel or storewide protocol alert across sales departments.

Packaging Dimensions, Line Up Timings, and Radio Communication Codes

Packaging Specifications and Cellophane Dimensions

  • Standard Cellophane Sizing Matrix:

    • 4×64 \times 6
    • 6×96 \times 9: Designated as Medium
    • 8×118 \times 11: Designated as Large
    • 10×1410 \times 14: Designated as XL (Extra Large)
    • 12×1612 \times 16: Designated as XXL (Double Extra Large)
    • 14×1814 \times 18

  • Department-Specific and Gusseted Packaging:

    • Toy Central: Specialty retail section with dedicated wrapping/cellophane allocations.
    • 16+5×2216 + 5 \times 22: Gusseted packaging specification with a 5-unit5\text{-unit} expandable side fold.
    • 14+4×2014 + 4 \times 20: Gusseted packaging specification with a 4-unit4\text{-unit} expandable side fold.

Customer Interaction Etiquette and Operational Schedules

  • Standard Customer Greetings:

    • "Salamat po." (Formal Filipino expression of gratitude).
    • "Ingat po." (Formal Filipino expression wishing safety and care).
    • "Have a great day." (Polite professional English departure greeting).

  • Line Up Schedules (Conducted Every Saturday):

    • Opening Shift Assembly (Opener):
      • Standard Call Time: 9:359:35
      • Late Penalty Threshold: Recorded as late at 9:369:36
    • Closing Shift Assembly (Closer):
      • Standard Call Time: 11:3511:35
      • Late Penalty Threshold: Recorded as late at 11:3611:36