1. Bookings, billing and revenue control

2. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Bookings may be taken:  by post  by email  by telephone  via the internet (using online systems)  from customers coming to the establishment in person. Taking bookings

3. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Basic information is the same, regardless of how the bookings are taken. This includes:  day and date  name of the customer  customer’s telephone number  number of covers required  time of arrival  any special requirements  signature of the person taking the booking in case of queries. Booking information

4. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Booking sheets Most establishments use some form of booking sheet, either manual or electronic. Example of a booking sheet

5. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes The occasion of the meal may be to mark a special event, such as an anniversary or birthday. Customers may have preferences about the size, shape and/or location of a table. Any special requests, such as requirements for a celebration cake. Customers may have specific dietary requirements. Other information

6. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Cancellations When a cancellation is received, the details should be confirmed by repeating the details back to the customer making the cancellation. It is good practice to ask if you can take a booking for any other occasion in place of the cancellation.

7. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Larger party bookings Larger party bookings may have different procedures. For example:  set meal and beverages  price per head or for whole party  requirement for a deposit  seating plan  deadline for confirmation of final numbers.

8. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Purpose of a revenue control system Monitors areas where selling takes place, including:  efficient control of all food and beverage items issued  reducing pilfering and keeping wastage to a minimum  ensuring bills are correct and proper payments are made and accounted for  providing management information.

9. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Order-taking methods Billing methods Sales summary sheets Performance measures Main control methods

10. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Summary of food and beverage revenue control Flow chart of food and beverage checking system, based on triplicate system

11. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Systems for revenue control Manual systems Pre-checking systems Electronic cash registers Electronic point of sale (EPOS) control systems Computerised systems Satellite stations

12. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Radio-controlled electronic system

13. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Role of the cashier Each establishment will have its own procedure. Usually includes:  checking the float  ensuring the cash drawer is properly organised  ensuring enough till rolls, promotional items, bill folders, stapler, paper clips and pens, etc.  ensuring electronic systems are functioning.

14. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Cashier’s duties Issuing and recording check books/ order systems. Maintaining cash floats. Preparing customer bills. Maintaining copies of food and wine orders. Counter-signing spoilt checks. Receiving payments. Receiving back unused checks back/order systems. Ensuring payments are balanced with manual or electronic sales summaries. Delivering the reports and payment to the control department.

15. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Billing methods Bill as check Separate bill Bill with order Pre-paid Voucher No charge Deferred (charged to account)

16. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Billing methods Electronic point of sale billing and payment system

17. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Billing methods Example of a bill

18. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Payment methods Cash Cheque Credit cards/debit cards/charge cards Traveller’s cheques Vouchers and tokens

19. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Payments in restaurants Two ways of taking payments:  Customer may be asked to come to the cash desk or workstation to complete the payment transaction: some customers prefer this.  Hand-held self-powered terminal is taken to the customer at their table. Hand-held credit/debit card payment terminal with printer

20. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Additional considerations:  Make sure all customers, including wheelchair users, will be able to reach the payment point.  Allow customer to pick up the PIN pad from the cradle if appropriate.  Offer assistance when needed.  Exercise patience. People with disabilities

21. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Dealing with payments Do not allow anyone to interrupt you during a transaction. Always double-check cash received and any change before giving it out. Check bank notes for forgeries. Declined card transactions may require the card to be retained. If you make a mistake, always apologise. Remain polite. Ask for assistance from supervisor as required.

22. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Till security The security of the till can be ensured by:  using passwords/codes to access till  using key or swipe cards to access till  restricting access to certain staff  assigning tills to specific servers  signing in and out when using till  locking and securing tills in the event of an evacuation from premises.

23. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Recording mistakes Ensures proper record so that till balances with payments taken. Prevents cashier being suspected of theft. Prevents taking longer to cash up. Staff may be made accountable for discrepancies. Complies with procedures and avoids disciplinary procedures.

24. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Sales summary sheets Vary according to the establishment. Summary sheets allow:  reconciliation of items with different gross profits  sales mix information  records of popular/unpopular items  records for stock control.

25. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Sales sheet information Name of food and beverage outlet Date Period of service Bill numbers Table numbers Number of covers per table/ transaction Bill totals Analysis of sales Various performance measures Cashier’s name

26. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Consumption control Used for:  cold tables  buffets  carving  sweet  cheese  liqueur trolleys  food and beverage counters.

27. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Consumption control Example of consumption control sheet

28. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Range of information collected during the revenue control phase. Information often automatically on sales summaries and control sheets. Can include: sales mix, gross profit, cost percentages, seat turnover, sales per staff member, sales per seat and sales per area. Performance measures

29. Published by Hodder Education  J Cousins, D Lillicrap and S Weekes Relationship between revenue, cost and profits Note: In kitchen operations, gross profit is sometimes called kitchen percentage or kitchen profit. Foods and beverage costsCost of sales Labour costs Overhead costs Gross profit Net profit Total sales £Revenue 100%