SALES CONTROL SYSTEM

Every Hotel needs proper and effective control system in order to run its operations smoothly
and effectively, without any fraudulent activities.

This control is required at each and every stage of the Food and Beverage Cycle, i.e.:-

1. Taking the customer’s food or beverage order

2. Announcing these orders to kitchen or bar with the help of KOT or BOT
3. Getting the order correct and ready on time
4. Serving the correct order, on time with correct serving temp. to the guest
5. Making the correct bill
6. Setting the bill
7. Closing of the restaurant

Food sale is such a business if allowed unchecked can make an establishment bankrupt
overnight. Therefore, it is not the workers or masters should work to control but system
should work efficiently to prevent a disaster.

Functions of Control System

1. The control system monitors the area where food and beverage sales take place.
2. It reduces the pilferage, fraud, and wastage to minimum.
3. It provides required information to the management for costing purposes, so that they
forecast the statistics accurately for the next financial period.
4. It ensures that cashiers make bills correctly so that the customer is neither overcharged
nor under charged.
5. If Proper Control system is followed, it will help in increasing revenue by reducing
frauds.

Unit 3/ Sales Control System/ B.Sc H&HA Page 1 of 11

KITCHEN ORDER TICKET (KOT)

KOT is a written document which is given to the kitchen in exchange of any dish or any item
picked up from the kitchen.
BOT is a written document similar to the KOT which is given to the bar in exchange of any
beverages from the bar.

Importance:
1. Establishes appropriate co-ordination between the kitchen & service personnel.
2. Helps to avoid chaos or confusion at the food pick up counter.
3. It establishes accountability.
4. Facilitates proper control system.
5. Helps to raise a bill for settlement
6. A post analyses will give an exact idea about the high selling and non-selling dishes on a
menu card.

Format of a KOT

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TYPES OF KOT

1. SUIVANT KOT or EN SUIT KOT

This KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one
needs to mention the word “SUIVANT KOT” or “EN SUIT KOT” which means the
“following” depicting that one KOT has already been issued for the same table number &
the same guests.
This KOT is made when an order is too long to accommodate on one KOT slip and
another KOT has to be made. Also when the sweet or coffee is ordered after the main
course and a 2nd KOT has to be raised for the same table.

2. SUPPLIMENT KOT

In case when the accompaniment served with the main course or a side dish is not
sufficient, and another portion is ordered by the guest for which the guest will not be
charged, here a SUPPLIMENT KOT is raised. This KOT also is made on the same KOT
slip/ KOT pad however on top of the KOT one needs to mention the word
“SUPPLIMENT KOT”. It has to be counter signed by the manager in-charge and the
Reference KOT (previous KOT) number has to be mentioned.

3. RETOUR(return) or EN PLACE KOT

In situations when a wrong dish has been already ordered and has to be returned from the
table to the kitchen for replacement, this KOT is raised. Also this KOT is raised when a
certain dish is returned by the guest because it is spoilt or it’s not up to the mark and the
guest has ordered for a new dish or rectification of the same. This KOT also is made on
the same KOT slip/ KOT pad however the names of two dishes and in between the word
“RETOUR (return) or EN PLACE KOT” is mentioned. 1st the name of the new dish is
mentioned and then the name of the dish returned. In case of service being carried out
from an a la carte menu the prices have to be mentioned, normally the dish which is
priced lesser is charged. It has to be counter signed by the manager in-charge and the
Reference KOT (previous KOT) number has to be mentioned.

4. NO CHARGE KOT or HOUSE SLIP

In preparation of many dishes the kitchen makes use of alcoholic beverages like wine,
rum, brandy etc. In situations when such dishes are ordered by the guest, the steward has
to bring the required amount of alcohol from the bar where this KOT is raised for the
BAR other than the normal KOT which is raised for the order given by the guest. This
KOT also is made on the same KOT slip/ KOT pad however on top of the KOT one needs
to mention the word “NO CHARGE KOT or HOUSE SLIP”. It has to be counter signed

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 by the manager in-charge and the Reference KOT (previous KOT) number has to be
mentioned.

5. COMPLIMENTARY KOT

This KOT is raised when a complimentary portion of food is to be served either to an

upset guest to maintain the goodwill or for business promotion. This KOT also is made on
the same KOT slip/ KOT pad however on top of the KOT one needs to mention the word
“COMPLIMENTARY KOT”. It has to be counter signed by the manager in-charge and
the reason has to be mentioned.

6. ADMINISTRATIVE & GENERAL KOT

This KOT is raised for the top executives of the hotel or the managers who are authorized
or given allowance to dine in the restaurant or order from the restaurant. This KOT also is
made on the same KOT slip/ KOT pad however across KOT one needs to mention the
word “ADMINISTRATIVE & GENERAL KOT” for identification. It has to be counter
signed by the manager in-charge and also by the recipient of the order.

7. ACCIDENT KOT

In situations where there is an accident and the dish gets spoilt or partially damaged this
KOT is raised for the same dish (freshly prepared) for the kitchen. This KOT also is made
on the same KOT slip/ KOT pad however on top of the KOT one needs to mention the
word “ACCIDENT KOT”. It has to be counter signed by the manager in-charge and the
reason has to be mentioned. The analysis will be done and the concerned person will be
penalized

8. DUPLICATE KOT

If all the copies of the KOT get misplaced, a duplicate KOT has to be raised with the
same information or order . This KOT also is made on the same KOT slip/ KOT pad
however on top of the KOT one needs to mention the word “DUPLICATE KOT”. It has
to be counter signed by the manager in-charge and the reference KOT number has to be
written.

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The food and beverage order taken from the guests should be documented for effective
control. There are different checking methods followed for either of the two menu styles
namely:

a. Triplicate checking methods

b. Duplicate checking methods
c. Single order sheet
d. Quick service menu and customer bill “OR” Service with order
e. Computerized order taking

Control System

Manual Electronic Other

Triplicate
Computerized
checking Service with Bill
order taking
methods

Duplicate
checking Point of Sales
methods

Single order
sheet

Unit 3/ Sales Control System/ B.Sc H&HA Page 5 of 11

MANUAL CHECKING SYSTEM OR CONTROLLING SYSTEM

TRIPLICATE CHECKING METHOD:

This system is traditional and time tested and very efficient and still is vogue. As the name
implies, the food check has 3 copies. Each copy has same serial number on them, and be off
different colour for easy identification and demarcation.

Once the order is recorded on the KOT, The first copy goes to the kitchen or the dispense
bar on the basis of which the order is prepared. Once the waiter picks up the order, the KOT
copy is dropped in to the control box, which is always kept locked. Control box is maintained
by the food and beverage control department to prevent any kind of fraud and malpractice.

The second copy is given to the cashier, and based on that the bill is prepared, which has 2
copies. The first copy of the bill goes to guest and another copy is retained by the cashier the
cashier attached the 2nd copy of KOT to the 2nd copy of the bill and submits it along with
sales summary to the food and beverage controls at the end of the day.

The 3rd copy of KOT remains with the waiter in the KOT book for reference and checking
up the order during service. It may be called for auditing at any time b the control
department.

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DUPLICATE CHECKING METHOD

This kind of checking method is used in small hotels, Cafés, and popular restaurants. As the
name implies the KOT book has 2 copies.

The first copy is sent to the kitchen on the basis of which the order is prepared. When the
waiter picks up the order, the first copy is dropped in to the control box for auditing by the
control department.

The waiter retains the second copy as a means of reference during the service. When guest
requests for the billing, the waiter or cashier sum up all the rates on the 2nd copy of KOT and
presents the same to the guest as the bill.

Difference Between Duplicate And Triplicate Method

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SINGLE ORDER SHEET:

This system is used in cafés, quick turn over restaurants, departmental stores, and taken away
establishments; usually the menu is very limited with little or no choice. Many organizations
following this system may have order sheet printed with the menu, after taking the order from
the guests, the waiter writes it on KOT and calls for the order verbally over the hot plate.
When the guest requests for the bill the waiter prices the order sheet and hand over to them as
a bill. While leaving the restaurants, the guest submits the bill to the cashier and pays the
amount. The cashier retains the bill for control purpose.

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ELECTRONIC CONTROL SYSTEM

COMPUTERIZED ORDER TAKING

In today’s food service operations, computer has become an integral part and is used in
every sphere of operations. Computerized pre-check systems are extensively used in food
and beverage control.

The advantages of using modern technology in food service operations are as follows;

1. It ensures good control over the operations.

2. It increases productivity and reduce labour costs.
3. It eliminates revenue leakages by ensuring that all the orders are billed.
4. It reduces clerical errors to minimum
5. It avoids duplication of work.
6. It saves time.
7. It generates bills quickly without any mistake.

POINT –OF-SALE ( POS)TERMINAL

Point-of –sale systems are computerized system incorporating registers, computers and
peripheral equipment’s, usually on a computer network. These systems keep track of sale
& can generate records used in accounting and book keeping.
POS registers are connected to touch screen monitors, magnetic strip readers, bar code
terminals, etc. the data is fed to various terminals and it can be accessed in various output
units. This system integrates the data and reduces the manual work. For example- if a bill is
made in the restaurant, it will be automatically posted in the guest bill, if a KOT is made it
can be displayed in the kitchen or can be printed in the kitchen.

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These systems can also generate reports required by various departments at any given
point of time, can control reservations, guest history, guest registration, sale summary
sheet etc.

OTHER CONTROL SYSTEM

SERVICE WITH ORDER

This system of ordering is used in fast food joints, taken away, cafeterias, etc.

Here the menu offered in the establishment is displayed in wall mounted boards. The guests
choose what they want to eat and then order that. The person at the cash counter make the bill
collects the cash, stamp the “bill received” and hand it over to the guest. The guest goes to
respective food counter and collects the dishes against the bill. After delivering the order the
person at the food counter stamps the bill “delivered” and hand it over to the guest.

MAKING BILL

All billing methods are based upon these seven concepts. The main systems used to support
these methods and the different payment methods are described below.

1. Bill as check - Second copy of order used as bill

2. Separate bill - The bill is made for the second copy of the food check. The second is
given to the cashier. Based on that, the cashier prepares a bill that has two copies. The
top copy of the bill is presented to the guest. On receiving payment to the guest, the
bill is stamped ‘paid’ and is returned to the guest. The second copy is retained to the
cashier and attached to the second copy of KOT to submit it along with sale summery
to the food and beverage controls department.
3. Bill with order - Service to order and billing at same time, for example bar or
takeaway service methods
4. Pre-paid - The customer purchases tickets or coupons in advance, either for specific
meal or specific value. For example food service operations organizing theme food
festivals, fashion shows, and New Year’s Eve program sell admission tickets in
advance at fixed price. Admission in to the venue and service of food and beverages is
based on tickets or coupons.
5. Voucher - Customer has credit issued by third party for either specific meal or
specific value, for example a lunch voucher
6. No charge - in this system, the guest is not charged for receiving the goods or
services. The guest is asked only to sign the bill as acceptance of service received, and
the particular amount is posted to the house.
7. Deferred - This type of system is used in catering function. In this, a service has been
requested by an individual, firm, or company, which has been confirmed and taken

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 place. Upon the conclusion of event, the bill is prepared or the services rendered and
are sent to the company or organization person.

CASH HANDLING EQUIPMENT’S

a. Manual systems: using hand-written duplicate or triplicate checks for ordering from

kitchen and bar and for informing the cashier. Often used with a cash till or cash
register. This system is found in many high class restaurants and in popular catering.
b. Pre-checking system: orders are entered directly onto a keyboard that then prints
each order check with a duplicate and retains a record of all transactions. The
keyboard may be pre-set or pre-priced. This system may be found in many full service
restaurants and in popular catering.
c. Electronic cash registers: An electronic cash register is a mechanical device used to
calculating and recording sales transactions. It usually prints a receipt for the
customer. It has an attached drawer for storing cash. The cash drawer can be opened
after a sale, except when special keys, which only senior employees have. This
reduces the risk of cash pilferage.
Its following advantages are;
a. Print checks, including the printing of previously entered items.
b. Provide an analysis of sales by waiter per hour shift period.
c. Provide an analysis of sales made by type of product.
d. Analysis of sales by method of payment (cash, cheque, credit card, etc…)
e. Complete automatic tax calculations and cover service charges.

d. Sales Summary Sheet: The sales summary sheet is an analysis of all the
transactions/cash taken during the particular period of service. It is prepared to know
the revenue generated through the sales of food, beverages, the modes of bill
settlement- cash, cheque, credit card, and amount charged to room accounts, tax
amount, discounts given etc.

The basic information required in a sales summary sheet includes the following:
 Date
 Bill number
 Table number
 Number of cover per table
 Bill amount
 Modes of payment- cash, credit card, cheque, posted to room
 Analysis of food, beverages, and other sales items

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 e. Point-of-sale control systems: have separate keyboard terminals in the various
service areas, which are linked to remote printers or visual display units (VDUs) in
the kitchen, bar, etc. The terminals can be fixed or set in docking stations for handheld
use. In hotels, this equipment may also be linked to the hotel accounting systems. This
system is also found in many modern restaurants.

RECORD KEEPING

It is the duty of Cashier to ensure proper record keeping, the major duties Includes -
a. issuing and recording of check books
b. maintaining cash floats
c. preparation of customer bills
d. maintaining copies of the food and wine orders together with the bills in case of
server or customer queries
e. counter-signing spoilt checks
f. receiving payments (which may include cash, credit card and cheque payments as
well as luncheon vouchers or other forms of pre-paid voucher)

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