https://www.hospitality-school.

com/how-to-settle-guest-bill-in-restaurant-sop/

https://www.hospitality-school.com/point-sale-pos-systems-restaurants/

https://www.hospitality-school.com/night-auditor-job-hotel/

https://www.hospitality-school.com/hotel-guest-payment-methods/

https://www.hospitality-school.com/how-present-bill-guest-restaurant/

https://www.hospitality-school.com/tips-hotel-restaurant-1/

https://www.hospitality-school.com/tips-hotel-restaurant-2/

SOP – Guest Billing and checks

settlement in Restaurants
SOP Number: F&B -17 ( SOP serial number and department code )
Department: Food and Beverage Service – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 60 Minutes
Print the bill / check for presenting to the guest:
 Print the guest check from the POS machine on a ‘Slip Printer’ /
‘Roll Printer’.
 Place the check on the bill folder.
 Place a pen along with the bill.
 Present the bill to the guest / host.
Settlement of by Cash:
 Cash settlements may vary among restaurant / hotel policy.
 If the guest wants to settle by foreign currency then request the
guest to exchange the currency with the front desk cashier.
( Depending upon the hotel and local government policy)
 Present change in the folder.
 Do not claim the tip until guest leave.
 If the guest leaves while you are settling the bill then, the change
is your tip.
Settlement by Credit Card:
 Swipe the Card on the EDC machine.
 Enter the amount on the EDC machine.
 Verify the amount entered with the amount on the bill. Confirm
the settlement.
 Take print out and get signature on the merchant copy from the
guest along with the check copy.
 Return the credit card along with the guest’s copy of the credit
card slip / voucher.
 If guest adds a tip on the Credit card slip then adjust the same
on the EDC machine and take a new printout.
 If the credit card is declined / expired then politely ask the guest
for another card or form of payment. If necessary ask the guest
to step away from his or her group so that he or she will not be
embarrassed.
Settlement to In House rooms:
 Request the guest to write their name and room number on the
printed check and sign them.
 Do a room enquiry on the POS machine with the details
mentioned on the bill by guest.
 Try searching by room number first if not found then try again by
searching by the last name of the guest.
 If details matched with those given on the bill then settle the bill
on to that room.
 If the details doesn’t match then, Ask the guest to present the
room key as identification.
 If the POS enquiry fails with the given details, Then crosscheck
with the front desk team with the guest details. And check if the
guest is entitled for a credit on the restaurants.
 Nowadays on the PMS there are features to block all POS
settlements, This will restrict any POS settlements from
restaurants to the guest room account, So these guests has to
pay their bill directly at the restaurants by other payment
methods.
Settlement to Company or City Ledger:
 Ask the guest to write down the Company name on the bill,
Some companies have credit with the hotel. These are called
city Ledgers.
 If the guest is aware of the unique City Ledger number then ask
for the same.
 Ask guest to sign on all the checks.
 Give the receipt showing the charges.
 Make the settlement to City Ledger and close the Table on POS.
Settlement against Coupons, vouchers and Gift certificates:
 Read the coupon carefully to determine if it is a valid or expired
one.
 Find out what all charges are covered.
 Don’t give any cash as change for gift certificates and coupons.
  If the coupon amount doesn’t cover the total food bill then collect
the balance amount by other method of payments.
 Keep the coupon safely on the cash box / folder. Treat them as
cash.
Thank Guest:
 Thank the guest when you return the change and receipt.

 Invite guest to return to the restaurant / hotel again.

 If the guest leaves without settling the bills then inform the
Security Manager and Outlet manger about the same.
Training Summary questions:
Q1. How to present the bill to the guest?
Q2. Procedure for Bill settlement by Cash?
Q3. Why it is important to ask the guest to write the name and room
number on bill while doing a room / In House settlement?
Q4. What is the procedure for bill to City Ledger?
Q5. How to handle settlement by Voucher?
 "Cashier"
Job Description - Part 1 - Duties and Tasks

Basic Job Description:

Receive and disburse money in establishments other
than financial institutions. Usually involves use of
electronic scanners, cash registers, or related
equipment. Often involved in processing credit or debit
card transactions and validating checks.

Job Duties and Tasks for: "Cashier"

1) Receive payment by cash, check, credit cards,
vouchers, or automatic debits.

2) Issue receipts, refunds, credits, or change due to

customers.

3) Count money in cash drawers at the beginning of

shifts to ensure that amounts are correct and that
there is adequate change.
4) Greet customers entering establishments.

5) Maintain clean and orderly checkout areas.

6) Establish or identify prices of goods, services or

admission, and tabulate bills using calculators, cash
registers, or optical price scanners.

7) Issue trading stamps, and redeem food stamps and

coupons.

8) Resolve customer complaints.

9) Answer customers' questions, and provide

information on procedures or policies.

10) Cash checks for customers.

11) Weigh items sold by weight in order to determine

prices.

12) Calculate total payments received during a time

period, and reconcile this with total sales.

13) Compute and record totals of transactions.

14) Sell tickets and other items to customers.

15) Keep periodic balance sheets of amounts and

numbers of transactions.

16) Bag, box, wrap, or gift-wrap merchandise, and

prepare packages for shipment.
17) Sort, count, and wrap currency and coins.

18) Process merchandise returns and exchanges.

19) Pay company bills by cash, vouchers, or checks.

20) Request information or assistance using paging

systems.

21) Stock shelves, and mark prices on shelves and

items.

22) Compile and maintain non-monetary reports and

records.

23) Monitor checkout stations to ensure that they have

adequate cash available and that they are staffed
appropriately.

24) Post charges against guests' or patients'

accounts.

25) Offer customers carry-out service at the

completion of transactions.
The Retailer’s Guide to Cashier Training: Getting People
up to Speed with Your POS

Perhaps the most important part of retail is the moment of the

transaction — when money transfers from the customer to the
cashier. This is, after all, the moment that everything else in retail
is working towards. As such, it’s obvious that your cashiers must
be well trained so that everything goes smoothly.
Retailers tend to approach cashiers in two ways. The first is the
way that a store like Walmart approaches it: sales associates
spend the whole of a shift behind the register, ringing whoever
queues, but not leaving the desk until they’re told to. The second
is the way that many mall stores, like Ann Taylor, will do: sales
associates will ring customers as necessary. Nowadays, those
sales associates may not even get behind a desk to ring but
may use a mobile POS to ring right on the floor.
Either way, all of them need to be trained to be excellent cashiers
to guarantee that your store is providing top-notch customer
service and closing sales well.

What to teach your cashiers

1. Customer service skills
A fully rounded training in customer service will serve your
cashiers well, but if you only have time for a few things, these are
the customer service skills cashiers need to develop:
General friendliness – General friendliness is essential. Your
cashier will need to smile and greet customers if they haven’t
previously been working with the customer on the floor.
They’ll need to display a positive and upbeat demeanor
throughout the interaction to ensure the customer has a
remarkable experience. Friendliness is such an important skill that
Michael Connolly of Connolly’s Do It Best Hardware & Rental says
that he hires for friendliness over skill.
Greeting – Depending on your store layout, cashiers can be the
first people that a customer sees. They need to be equipped to
get your customers’ shopping experiences off to a positive start,
as well as answer their questions and direct them around the
store.
Cross-selling – Your cashier will also be the last person to speak
to the customer before the sale is officially closed, meaning they
have a crucial chance to confirm the customer has found
everything they need or to add-on to the sale.
Cashiers who haven’t been working with the customer on the floor
should ask if a customer has found everything they were looking
for. They should also be trained to ask customers if they’re
interested in purchasing whatever small cross-sell you keep at the
desk (think gift cards or trinkets). For this interaction, you may
want to provide scripts, like Church’s Chicken does.
Handling angry customers – At many stores, cashiers are the
first stop for returns or concerns, and thus, angry customers. So,
you’ll have to be sure they’re prepared with the skills (mainly
active listening skills) to diffuse situations and turn your angry
customer into a happy one. Be sure to arm your cashiers with
“phrases of courtesy.” Renée Evenson, the author of Powerful
Phrases for Effective Customer Service, suggests such phrases as
“I apologize” or “Will you?” instead of “You will” can make a big
difference in dealing with an angry customer.

2. Store policy
It’s imperative that your cashiers know your policies inside and
out — particularly when it comes to sales and returns. A cashier
who doesn’t know store policy will cost you a lot of money in
discounts, fraudulent returns, or manager hours.
In addition to knowing your official store policies though, over
time (as your new cashier becomes a trustworthy employee), you
also want to let them know how much autonomy they have over
making decisions. After all, a good store will, in the name of
customer service, take late returns or offer certain discounts
when presented with the right circumstances.

3. Actual use of the software/processing the

sale
Obviously, your cashiers must learn how to work your POS
hardware and software in order to process a sale or return. The
skills involved here will be, among other things:
 Logging into the software
 Initiating a sale
 Looking up customers and their previous purchases

 Looking up products
 Initiating a return
 Returning without a receipt
 Taking mobile and card payments
 Handling cash: giving change and checking for counterfeit
bills
 Processing a check payment
 Reloading the receipt paper correctly
 Processing gift cards
 Applying promotions

4. Packaging
Packaging items is a huge part of your branding and post-
purchase experience, as Costco knows. They’re famous for not
bagging their items because it looks too much like a regular retail
store, and they prefer to seem more exclusive. Ultimately, your
cashiers will be the employees responsible for providing this part
of the experience, and so they must know how to package or bag
your products according to your branding.
5. Working the POS
Your cashiers will need to know how to run some of the
administrative elements of your POS to varying degrees. For your
most trusted cashiers, you will likely want to teach them how to
close out a register and run some sales reports. Some businesses
find it most efficient for all their cashiers to be able to close out.

How to train your cashiers

1. Use any training materials from your
vendor
One of the first things you should do is sit your new cashier down
with any training resources that your software vendor may offer.
(Hey, Vend customers: Here’s ours!) These resources will provide
a good baseline for your new cashiers to understand how the
software will generally work. This will save you some time, but it
will also ensure that you help employees of all learning styles
actually get your software down pat.
2. Make it easy for them to memorize PLUs.
For cashiers in certain types of stores, especially grocery stores, it
can be a real time saver to know product codes off the top of their
head, rather than having to look it up every time they ring. Giving
your cashiers sheets or flashcards to help their memorization
during off-hours can be a helpful training practice. For
reference, here are flashcards for Kroger’s PLUs.
3. Practice!
Experience is the best teacher of all, so get your cashier some
hands-on experience next. You can walk your new cashier through
a practice sale or two on an empty register. Also, walk them
through a practice return!
4. Have them shadow your best cashier
Once your trainees have started to get basics, have them shadow
your best cashier so they can see real-world “checkout”
situations. Cashiers face a lot of different and often unexpected
situations throughout the day and the only real way to learn is to
observe or participate in them. Your best cashier can explain how
policy and technical uses of the POS get applied depending on
what a customer is buying or returning.
5. Start them off during off-hours (with a
shadow)
Once your new cashier has spent some time watching the best,
the only way left to learn is to actually get hands-on experience
ringing up sales. It’s best to set them up during off-peak hours,
perhaps wearing a badge that lets customers know this cashier is
brand new (and asks for their patience).
You’ll also want to have someone shadow them for the first couple
of sales, just to be sure everything is flowing well. And even when
that person stops actively shadowing, they should remain close
by when the new cashier has a question (as they inevitably will).
6. Provide customer service training
We have a number of posts on our blog about how to train retail
employees in customer service, so I’m not going to give the whole
massive rundown here. But here are some tips that you should
definitely use with your cashiers:
Role-playing – Role-playing is a perennial favorite for customer
service training because it allows you to create a low-stakes
hands-on learning environment, and ultimately customer service
skills are best learned through experience. In the words of Bob
Phibbs, retail expert, “the more role-playing your team has under
their belt, the less likely they’ll sell from their own wallet, give bad
customer service, or be stymied by some of the more margin-
improving retail sales techniques like adding-on.” (Bob’s tips on
role-playing can be found here.)
Teach your cashiers the essentials of greeting and
conversing – That means teaching them small talk phrases,
encouraging them to let customers know (in a non-creepy way)
when they remember helping them last to build a connection, and
finding or creating common ground with your customers. You can
go over these skills in role-playing and/or give your cashiers
scripts to learn.

7. Set realistic goals

You’ll want to set some realistic goals for how quickly your sales
associates should be able to learn how to work the register
efficiently. I say this because when I worked the floor at a
women’s clothing store, there were at least a few older
employees who never figured out how to work the POS software in
their months of employment.
And while you do want to make sure that you’re using intuitive,
user-friendly POS software, you can’t have employees intended to
ring who never learn how to use your registers well. It creates
more work for your other cashiers and can run up real lines and
make customers needlessly angry.
Some goals you can set in order to see to it that, after you put in
your very best training effort and you’re certain you’re using good
software, you’re employing people who are doing well:
 An amount of time it should take to learn the register. You
can be generous here, but something like 40 hours is a very
reasonable amount of time it should take for someone to get
up and running on easy-to-use software.
 Items/minute goals. Once your cashier is up and running, if
your store is high-volume enough, you can set goals on
ringing efficiency to continually make certain your cashiers
are keeping up with your standards.