process

PAYMENTS

receipts
AND
Introduction
Food and beverage attendants may be required to establish
and manage accounts for meals and drinks purchased by
customers.

At all times the house rules and standard procedures for

processing these transactions must be strictly adhered to.
These will vary between properties so it is vital to determine
what applies where you work.

It is also important to remember to optimise customer service

at this point so the guest enjoys a positive experience when
they are paying for what they have bought.
Prepare customer Accounts
General procedures for processing accounts

Processing a customer account refers to:

Creating an account for the customer or
table.
Updating the account as items are
ordered or purchased.
Finalizing the account by accepting
payment.
The following procedures must be adhered to:
1. When using an electronic system to process an account always
make sure you follow the manufacturer's instructions.
2. Review supporting dockets received to verify table/customer.
3. Post charges promptly to ensure the account is ready when
needed and to make sure money for all items bought by the
customer is recovered when the account is paid.
4. Update the account balance or verify the updated account
balance where this occurs automatically making sure all entries
are accurate and all charges have been correctly entered and
processed.
5. Produce the final account or bill when requested by waiting staff
or customer.
POSTING CHARGES

A posting can be one of two types:

A "debit posting". This increases the customer's
debt/liability to the property.
A " credit posting". This reduces the guest's debt
or liability to the property.
When posting to an account
( debit or credit posting) ensure:

1. Speed and accuracy

2. Double-check the correct account has been
updated.

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Present account to guest

Introduction

Once the account has been prepared it is

now time to give it to the customer.
Depending on the type of food and
beverage establishment, the process will
vary. Regardless, it is important that
organizational policies and procedures are
followed when presenting and handling
accounts.
Produce customer account and present for payment

Cash Registers
Once the charges In take away outlets, the Please ensure the
have been processed charges are processed customer can see
it should be given to in cash register with the register display
the customer in a payment requested to see charges are
timely manner. immediately before any correct added and
food or beverage is the amount due
provided displayed.

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 In restaurants, it is standard practice for the
account to be presented to the customer at their

Account
table. In this instance accounts must be presented
in an account folder and presented with a pen.

FOLDERS When the account folder is presented to the

customer move away from the table. However it is
advisable to remain in close proximity to answer
any questions or to speed up the payment
process, as many customers like to leave quickly.

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ACCEPT PAYMENT FOR
ACCOUNT
Introduction

Once the customer has indicated that the account is ready

for processing, it is essential this is done in a timely manner.

No customer wants to wait around for a long period of time

not only trying to get the account, but also trying to settle it.

While this is a small step in the whole service cycle it is

incredibly important for the organization as it is the main
reason fo providing food and beverage service in the first
place.
Food and beverage service staff must keep a watchful eye over tables with
accounts at this time for a number of reasons:

Customers may wish to query the account.

Some customers may simply pay cash and leave.
Customers may want to sign to their room. When a customer signs an account
with their name, room number and signature provided, this information can
be used for others to charge items to the room without the guest's permission
Customers seeking to pay by card will need staff to bring portable credit or
debit card machines.
 Use cash registers correctly

Whilst the process of using cash registers Theft of money and personal information
may seem like a simple process, not from credit card slips is common
needing further explanation, it is throughout the world, and this is no less
important that any money or documents true in food and beverage outlets.
taken be properly secured. In your role there may be many tasks
During a service period you will receive that you will perform, with processing
large amount of money and credit card accounts and handling money only one
slips through the processing of large aspect of your day. However it is vital
amount of transactions. that security is foremost in your mind.

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Secure money and documentation during trade

The following are helpful tips to employ to increase

the security of cash and non-cash payments:
1. Try not to share cash registers
2. Never leave a cash register open when unwanted
3. Keep cash registers out of reach of customers
4. Lock cash registers when not in use
5. Keep the original note on display whilst a
transaction is taking place
6. Regularly store large notes under the cash till, out
of display of customers
7. Regularly arrange for cash registers to be cleared
 Process payment of account

Introduction:

There are a number of ways in which a customer account may be

settled. This section will explore these different ways.
Regardless of the method used, it must be done accurately to
ensure that the correct charges are posted and that the correct payments
are made.
 Accounts settlement options

In selected situations Regardless of which option a

Paying cash customers may settle their customer uses to settle their
Paying via credit card accounts by: account:
Using EFTPOS Charging to their room Always thank them for their
facilities- Electronic Charging a house patronage
Funds Transfer at account Never show annoyance if their
point of Sale Presenting vouchers preferred method of

Paying by check settlement causes additional

work or effort

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ACCEPTING CASH PAYMENT

Verify the amount tendered will cover the total

of the account
Thank the customer
Place cash on register shelf. Do not put money
into cash register drawer at this point
Register the scale (account total). This should
automatically produce a receipt
Calculate change and remove change and receipt
from register
Give change and receipt to customer. Count the
change out to the customer
When customer has accepted their change
without query, remove tendered cash from
register shelf and place into register drawer

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USING DEBIT CARDS (EFTPOS)

The Debit Card or EFTPOS ( Electronic Funds Transfer at Point of

Sale) system offers a banking service of deducting money from a
customer's savings or check account and depositing it into the
establishment's account.

When using this system to pay their account, the customer must
present a relevant bank card and then enter a 4 to 6 digit PIN into
the system for verification purposes.

With this system, the customer may have the option of having " Debit
Card Cash Back" or "Cash Out".

Before using a Debit Card or EFTPOS terminal, make sure you read
the instructions for the equipment and system. Familiarize yourself
with its operation, and get someone to show you how to use it.

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 PROCESS NON-CASH TRANSACTIONS

Paying via credit card

Credit card payments are processed using either a manual system or an imprint machine.
Manual System
Whilst this system is not a common procedure, it is still important to know, especially in areas where electrical problems are a
regular occurrence.
The process to take manual credit card payment is as follows:
Confirm your establishment accepts the card
Check card's expiry date is still valid
Check card against 'Warning Bulletins' issued by credit card companies to alert establishments of stolen or canceled cards
Insert the credit card into the imprint machine
Insert the appropriate credit card slip into the imprint machine covering the card
Take an imprint of the card
Confirm details are legible on the credit card slip
Complete credit card slip with relevant details and charges, date, etc.
If the account's total amount is over the establishment's "floor limit" call the credit card company to receive an authorization
number, which must be written on the slip
Present the completed credit card slip to the customer for their signature
Compare signature on slip to that on card
Present customer with their receipt
Place remaining copies of slip into the cash drawer
 PROCESS NON-CASH TRANSACTIONS

Electronic System
The process to use the Debit Card or EFTPOS system to process credit card payments is as follows:

The customer's card is swiped at the terminal

The account balance is then entered into the keypad. You should refer to the individual operator
instructional manual for more details on this step
The system then processes the card payment
Once payment has been 'approved', the guest either signs for the transaction or enters their PIN
When signatures or PIN have been verified, the guest is issued with their receipt and a copy of the slip or
print-out is placed into the cash drawer of the register.
 Process non common transactions

Paying by voucher

Some properties accept vouchers in full or part-payment for food and beverage items or services purchased
by the customer.
Vouchers are common in some food and beverage outlets that may be attached to hotels or other products
and services where package deals that include meals and drinks have been negotiated.
The customer presents their vouchers to settle or partially settle their account.
When accepting payment by vouchers it is important you make sure the voucher is valid and is being used
in accordance with any conditions that may apply. For example 'dinner only', and 'food only', are redeemable only
in the dining room.

Note:
Customers do not receive cash as a change if they do not use the full value of their voucher.
Customers are required to pay for all items purchased above the value of their voucher.
Customers are required to pay for all items not covered by the voucher
Paying by Personal Cheque

Generally, most properties will not accept personal or

business cheques as payment unless prior
arrangement has been made. This allows
management to ensure the person or business has
sufficient funds to cover the cheque, and enables
them to decide if they will 'take the risk'.

Accepting payment by cheque may expose the

property to loss if the cheque is dishonored by the
bank.
 Paying by traveler's cheque

If your property does not Any traveler's cheque presented to

Properties accepting accept traveler's cheque, it you with two signatures already on
traveler's cheques usually is critical the second it must be refused.
advertise the fact that they signature is placed on
do so. Properties are not cheque while you watch.
legally obliged to accept Compare this to the first
payment via traveler's signature that already
cheque. exists on the cheque.

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FOREIGN CURRENCY

Some properties are prepared to accept payment via foreign

currency

An agreement must occur regarding the conversion rate before this

method of payment is accepted.

Generally, the customer is required to convert the cash to local

currency and settle their account as per cash settlement.

Process gratuities

Customers may leave a tip for service staff in appreciation

of good service.

Tips are also known as 'gratuities'.

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Most properties have internal rules dictating how tips are dealt with. Two basic options exist:
Individual staff keep all the tips they receive
All tips are pooled into a central pool of money and shared amongst all staff according to a pre-determined
percentage.
Issue Change and Receipts
As an ethical staff member, it is important to:
1. To charge the correct amount for the sale
2. To return change automatically. It is at the discretion of the customer if a gratuity is given
3. Provide a receipt and explanation of charges if required
4. Remind customers to collect their change
5. To accurately record all transactions and store money securely.
Sequence of Service
Wine service
Welcoming/Greeting of guest
Serving food orders
Seating the guest
Crumbling/Brushing table
Taking beverage orders
Coffee/tea service
Presenting the menu
Preparing and presenting the bill
Taking food orders

Thank you