1. MONEY HANDLING Chapter 12 Highlights

2. Guest Check has 3 Roles n Order food and drink from the kitchen/bar n Obtain payment from the guest n Accounting- cost control department - an account of items sold

3. Manual Checks n Information Box may contain: –Date, table #, server, # of guests, time order taken, sequential # of guest check n Body of Guest Check: –Place to write what is ordered, how it is prepared, special/specific requests –Total charged for all items, taxes, and service charges where applicable

4. Manual Checks (continued) n Customer Receipt Stub: –Name of operation, logo, date of transaction, total amount of bill –Sequential number of guest check

5. Guest Checks from POS n Same information as manual checks n Advantages: –Usually easier for the guest to read –“Modifiers” usually do not print –A “dupe” is stored in the system –Technically, less chance for errors In communicating w/ kitchen or bar In calculating the total due

6. Manager can use check information to derive: n Number of guests served that day n Number of tables served that day n Number of meals served that day n Number of tables or meals per server

7. Then manager can determine: n Sales per server or per guest –Average Check for the operation –Average Check per server n Sales per hour (labor forecasting) n Items sold per server (contests) n Check that the guest check sequence is being followed

8. Check Sequence n In a manual check system, guest checks should be "issued” –Used/unused signed in & out at each shift n In a POS system –Servers should turn in copies –Checked against a printed server report n Guest checks should be treated like $$$$

9. Order Writing n People who need to understand guest check include: –Any and all servers –Kitchen staff and bartenders –Guest –Cashier, Manager, Bookkeeper

10. Order Writing n All Abbreviations should be standardized by management –In a manual system, this is required –In a POS system, this can be optional, but... No standards = opportunities for miscommunication What if the POS system crashes?

11. Check Presentation n Review check for amount of each item, subtotal, tax and service charge n Need to review check to be sure that: –All items sold are recorded (beverages!) –Restaurant collects what is owed –Guest is not overcharged n Do not be defensive with guests about billing

12. Voids n Circle - do not erase! n Write a brief explanation on check n Record voided amount n Require manager’s initials n Voids are important to track! n GM or bookkeeper should check void times periodically

13. Forms of Payment n Server needs to know about: –House accounts –Promotional discounts –Coupons –Gift certificates –Prepaid or promotional complimentary meals

14. Forms of Payment n Personal Checks –Ask for I.D. –Check numerical figure to written number n Traveler's Checks –Must sign 2nd signature in front of you –Check against counterfeit info sheets

15. Forms of Payment n Credit Cards –Credit Card slips are like money! –Some systems accept credit or debit cards n Gift Certificates –Proper details are included when issuing –Check redeemed for information Cash back? Merchandise only? (donations)

16. Problems with Payment n If credit card is declined then : –Try again –Ask for another form of payment and blame machine –Consider pulling host away from guest to handle the situation

17. Problems with Payment n Cash Transactions –Count cash before leaving the table –Write total amount of money received on check –Count change then perform other requests for money –Do not “break” change w/out permission –Count from what is owed to amount paid

18. Problems with Payment n "Walk-out" or "Dine ‘n Dash" –Assume guest has forgotten to pay and be tactful –Tell manager ASAP if guest leaves the area –You should not leave the building! n Robbery –Stay Calm –Do not be a hero unnecessarily

19. Gratuities n Tip originally about innkeeper keeping a secret! n TIP - “To Insure Promptness” n TIPS - “to insure proper service”

20. Gratuities n "Service Compris” –All gratuity charges are included in total –Common in some countries –Some travelers assume it’s done here n Service Charge –Usually between 15 and 20 % –Must be announced to guest somewhere

21. Gratuities n Charlie Trotter in Chicago pays servers full salary and prices reflect total labor costs n Tips are taxable by the IRS –Servers are responsible for their own record keeping –Record on 4070 A (Daily Record of Tips)

22. Summary n Accurate information is important n Consistent language is needed n Systems for money handling should be implemented and monitored n Gratuity is not free money n Restaurateurs have investors, creditors and payroll - money must be handled correctly!