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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
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
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
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
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.
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.
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.
Published by Hodder Education J Cousins, D Lillicrap and S Weekes
• Order-taking methods
• Billing methods
• Sales summary sheets
• Performance measures
Main control methods
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
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
Published by Hodder Education J Cousins, D Lillicrap and S Weekes
Radio-controlled electronic system
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.
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.
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)
Published by Hodder Education J Cousins, D Lillicrap and S Weekes
Billing methods
Electronic point of sale billing and payment system
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
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 paymentterminal with printer
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
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.
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.
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.
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.
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
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.
Published by Hodder Education J Cousins, D Lillicrap and S Weekes
Consumption control
Example of consumption control sheet
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
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 costs Cost of sales
Labour costs
Overhead costs Gross profit
Net profit
Total sales £ Revenue 100%