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Cash and cash equivalents control

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Course Outline
Deal with customers in a polite and helpful manner Monitor and maintain in the efficient service by staff taking orders from customers Maintain establishment procedures for handling cash, tokens and vouchers and the recording of payments Maintain establishment procedures for non- cash payments and refunds

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Course Outline
Produce documentation, accurately and neatly efficiently ,

Maintain all procedures, required by the establishment, for guranteeing non- cash payments Maintain security precedures for handling cash, tokens, vouchers and related documentation, required by the establishment Investigate operational and transaction difficulties and deal with them promptly and efficiently

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Course Outline
Identify all irregularities and discrepancies and investigate promptly Secure payment unauthorised access points from

Ensure different types of refunds are appropriately completed by authorised staff

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Dealing with customers


1. How? 2. Why? 3. Procedures?

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Dealing with customers


Greeting and talking to customers Verbal and non- verbal communication Customers complaints enquiries, comments and

Handling unexpected situations Credit card limits exceeded Void cards Returned cheques

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Types of checking and billing systems


Duplicate Triplicate Pre- printed Electronic point of sale(EPOS)

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Billing systems
1. Self- service payment 2. Immediate payment 3. Serviced payment

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Taking the order


Aim: -To find out what the customers require to eat and drink - To pass information on to those responsible for preparing the food and drink ( computerised systems print the prder out in the kitchen and dispense bar) - To calculate the amount which customers have to pay. If payment has been made in advance, or the meal is part of a package (eg. Hotel proces which include breakfast/ dinner), this information helps check for discrepancies between meals and meals paid for.
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Taking the order


Copies of orders may be used: 1. Compare the amount of food purchased with the number of meals served 2. Monitor popularity of different items 3. account for or tally up to customer orders with the amount of cash taken

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Techniques for taking food and drink orders


Table: Identification of the host  Presentation of menu and wine list  Knowledge of the suitability of different beverages in relation to foods  Special occasions and promotions  Methods of taking order  Sales for functions  Recording details clearly
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Techniques for taking food and drink orders


Bar Give examples of the suitability of different beverages in relation to special occasions and promotions  Methods of recording sales and orders  Distribution of copy orders

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Customer skills when taking the order


 If the customers are not ready, offer to return to the table  Face the customers as they make their choice. Look at them when they speak  Show respect for the customers and try to project your wish to help them enjoy their meal - This may mean a strictly upright posture and Thank you, maam, or sitting at the table with a customer dining alone, or kneeling on the floor beside a group of customers. It may mean being jovial and chatty, or quiet and respectful
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Customer skills when taking the order

 Decide whose order you should take first - It is usual to take womens orders before the mens, and the host last. Asking whos ready to order is another possibility, customers sometimes take turns to order or one will order for the rest of the party.  Be patient when customers are indecisivce or change their minds - Offer some suggestions, or try to gently guide them to a decision

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Customer skills when taking the order


 Prompt for further requirements - Would you like a side salad? Done well, this will boost sales and increase customer satisfaction.  Dont promise what cant be delivered - That should not be a problem, but ill check with the chef.

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4.4 Procedures for processing and checking items to bills


1. Enter the price of each item that the customer has ordered, or use the preset key or item code 2. When two or more of the same item are ordered, enter the price for one item, then use the multiplication key followed by the number ordered 3. When all the items are entered, press the total. Tell the customer what this is.

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Procedures for processing and checking items to bills


4. Enter the value of the money given to you by the customer and press the key to tell you what change is due, if any 5. Count the change out into your hand 6. Count the change to the customer, working up from the bill total to the amount you were given

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4.5 Procedures for opening and operating a payment point


Pre- opening 1. At the start of the shift, you will be given a float (of change) which you hand in at the end of the session 2. Check that you have sufficient change to give to your customers 3. A reasonable quatity of each coin 4. A reserve usually pre- counted in bags of particular values 5. Check that you have sufficient stocks of till rolls, credit card vouchers, customer bills and pens

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4.5 Procedures for opening and operating a payment point


Pre- opening Float: Cash put into the cash box/ till at the beginning of the day or week to allow change to be given to customers

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4.5 Procedures for opening and operating a payment point


During operation 1. Keep an eye on the change 2. You should not have to ask customers for the exact amount because youve run out 3. Too much cash is a security risk 4. During busy sessions, your manager will periodically collect most of the notes, cheques and credit card vouchers and put them in a bag with the till number or your name 5. The filled bags are kept in the safe and counted at the end of the shift
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4.5 Procedures for opening and operating a payment point


During operation 6. Keep coins and notes in their proper compartments in the till makes it easier to find the change you need reduces the risk of giving the wrong value coin or note by mistake 7. Notes and cheques should all be facing the same direction, and the same way up 8. Close the drawer after each transaction

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4.5 Procedures for opening and operating a payment point


Closing down 1. After taking out the float you started with, the total value of cash, cheques, etc. in the till, plus any that have been put in the safe during the shift, should tally with the till reading for total sales 2. Asked to count this with manager who will keep a record of any differences with the till reading 3. Differences can arise because customers were given too much or too little change, or some orders were not rung up properly on the till
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4.5 Procedures for opening and operating a payment point


Closing down Occasional discrepancies may be accepted, repeated problems will not. 5. Once emptied at the end of a session, the cash drawer is usually left open 4.

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4.6 Procedures involved in handling and recording payments


1. How much customers are being asked to pay - Prices are clearly stated in menus, assume customers have the information - But if offering alternatives or something special, or selling more expensive item, be careful to tell customers the price, or point to the special board where price is stated, or offer menu or drinks list that gives description - If you feel that customer has asked for something that will cost more, find some excuse to clarify what is being ordered
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4.6 Procedures involved in handling and recording payments


2. How the calculation was arrived at - Bills presented are usually itemised, so that customers can check prices of individual items against what they were served - If customer query service charge, perhaps they feel the service was unsatisfactory, get your manager to take over - The customer has the right to refuse, but it is not an easy situation to deal with - In a take away or self- service restaurant, receipts are not given unless requested
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4.6 Procedures involved in handling and recording payments


3. What change is due Confusion often arises because of doubt Make it clear to the customer by: Stating the value of the note when the customer hands it to you, Thats $20 youve given me, Thank you. or Change for $20 is coming up. - Stand the note above the cash drawer while you count the change - Counte the change to the customer, working from the cost of the order to the value of the note handed over

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4.6 Procedures involved in handling and recording payments


4. Reporting errors and problems - Tell your manager any problem as soon as it arises - It is difficult at the end of the day, or some days later -> delaying such explanations might suggest you were planning on the error going unnoticed - If customer complains before you have said anything to your manager, you put your manager in a difficult situation

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4.6 Procedures involved in handling and recording payments


5. Being polite and helpful to customers - Dealt with in your usual polite, helpful way, taking payment will form a natural part of your other exchanges with customers Brainstorm for ways to reduce the risk of customers taking offence

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4.6 Procedures involved in handling and recording payments

Ways to reduce the risk of customers taking offence

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4.7 Procedures for processing payments

1. ** pg 40

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4.8 Procedures for dealing with refunds

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4.9 Procedures for dealing with vouchers, tokens and transfers


** notes

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4.10 Types of unexpected situations

 Errors  Voids  Invalid Cheques  Invalied Cheque cards  Autorisation refused  Suspect fraud  Suspect behaviour

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4.10 Dealing with unexpected situations

Pg 43

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