ELEMENT 1

Present account
to guest
1.7
 Compile guest
account ready
for presentation

Food and beverage attendants may be required to

establish and manage accounts for meals and
drinks purchased by customers.
 Compile guest
account ready
for presentation

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.
 General procedures for processing
accout
Processing a customer account

PREPARE refers to:

Creating an account for
CUSTOMER customer

ACCOUNTS
Updating the account as items
are ordered or purchased
finalizing the account by
accepting payment.
POSTING CHARGES
Posting charges is the
process of recording
transactions on a customer
account. It is a term
normally used where an
electronic system is in use.
POSTING CHARGES
A posting can be one of two
types:
-A “debit posting”
-A “credit posting”
Speed and accuracy
Double-check the correct
amount (guest, room, table,
functions etc) has been
updated.
POSTING CHARGES
By ensuring the correct
charges are placed on the
guest account, it makes for a
smooth ending to the
customer experience.
 PRESENT
ACCOUNT TO
GUEST
CASH REGISTERS
Once the charges have been
processed it should be given to
the customer in a timely manner
In take away outlets, the charges
are processed in a cash register
with payment requested
immediately before any food or
beverage is provided
CASH REGISTERS
Ensure that the customer
can see the register display
to see charges are correctly
added and the amount due
displayed
ACCOUNT FOLDERS
In restaurants, it is standard
practice for the account to
be presented to the
customer at their table. In
this instance accounts must
be presented in an account
folder and presented with a
pen
 Accept payment for
account

Once the customer has indicated that the account is ready

for processing, it is essential this is done in a timely manner.
While this is a small step in the whole service cycle it is
incredibly important for the organization as it is the main
reason for providing food and beverage service in the first
place.
KEEP A WATCHFUL EYE
Customer may wish to query the
account.
Some customers may simply pay
cash and leave.
Customers may want to sign to their
room.
Customers seeking to pay by card
will need staff to bring portable
credit or debit card machines.
USE CASH REGISTERS
CORRECTLY
Using cash registers may
seem like a simple process.
Theft of money and personal information from credit card
slips is common throughout the world.
Even if there may be many tasks that you will perform,
processing accounts and handling money is the only aspect
of your day.
 SECURE MONEY AND
DOCUMENTATION DURING
TRADE
Try not to share cash registers.
Never leave a cash register open
when unattended.
Keep cash registers out of the
reach of customers.
Lock cash register when not in
use.
Keep the original note on display while a transaction is taking place.
This reduces any discrepancies that may arise as to what monetary
value the customer has given the staff member at the start of the
transaction.

Regularly store
large notes under
the cash turn
over.
Regularly arrange
for cash registers
to be cleared.
 PROCESS
PAYMENT OF
ACCOUNT
ACCOUNT SETTLEMENT
OPTIONS
Paying cash
Paying via credit card through
using a manual or electronic
system
Using EFTPOS facilities-"
Electronic Funds Transfer at
Point Of Sale".
In selected situations customers may settle their accounts by:
Charging to their room
Charging a house account- used for functions or corporate
events
Presenting vouchers- for nominated amounts and/or
items/services
Paying by check- either a personal check or traveler’s check.
Regardless of which option a customer uses to settle their
account:
Always thank them for their patronage
Never show annoyance if their preferred method of
settlement causes additional work on effort.
ACCEPTING CASH
PAYMENT
Verify the amount tendered
will cover the total of the
account
Thank customer
Place cash on register shelf.
Register the sale (account
total) This should
automatically produce a
receipt
ACCEPTING CASH
PAYMENT
Calculate change and remove
change and receipt from register
Give change and receipt to
customer. Count the change out
of the customer
·When customer has accepted
their change without query,
remove tendered cash from
register self and place into
register drawer.
 PROCESS NON-CASH PAYMENT
Paying via credit card- credit card payments are processed
using either a manual system or an imprint machine.

Manual system
While this system is not a common procedure, it is still
important to know, especially in areas where electrical
problems are a regular accurence.
PROCESS NON-CASH PAYMENT
Confirm your estasblishment accepts the card
Check cards expiry date is still valid
Check card againts " Warning Bulletins" issued by credit
card companies to alert establishment of stolen or
cancelled 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
 PROCESS NON-CASH PAYMENT
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 "floor
limit", call the credit card the company to receive an
authorization number, which must be written on the slip
Present completed credit card slip to the customer for their
signature
Compare signature on slip to that on card
Present customer with their receipt ( middle section of credit
card slip) Place remaining copies of slip into the cash drawer.
 PROCESS NON-CASH PAYMENT
Electronic system
The customer's card is swiped at the terminal
The account balance is then entered into the keypad. You should refer
to 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 ( Personal Identification Number)
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
Vouchers are common in
some food and beverage
outlets that may be attached
to hotels or other products
and services where package
deals tha include meals and
drinks
PAYING BY VOUCHER
Note:
Customer do not receive cash as
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
Some establishments will accept
payment by cheque from regular
customers. Management will
usually know where these people
live or where they work to enable
recovery of the debt if the cheque
is dishonoured.
PAYING BY TRAVELER'S
CHEQUE (CHECK)
Properties accepting traveler's
cheques usually advertise the
fact that they do so. Properties
are not legally obliged to accept
payment via traveler's cheque.
Any traveler's cheque
presented to you with two
signatures already on it must
be refused.
 FOREIGN CURRENCY
Some properties are prepared to
accept payment via foreign
currency.
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 settlementt.
 PROCESS GRATUITIES
Customer may leave a tip for
service staff in appreciation of
good service.
Tips are also known as
“gratuities”
Most properties have internal rules
dictating how tips are dealt with. Two
basic options exist:
PROCESS GRATUITIES
Individual staffs keep all tips they
receive- there is no sharing of tips
with other staff
All tips are pooled into a central
pool of money and then shared
amongst all staff according to a
pre-determined percentage. In this
option kitchen staff and beverage
attendants may share in tips given
to food and beverage attendants.
 For customers from foreign countries, they may not be familiar
with the currency.
As an ethical staff member it is
important to:
To charge the correct amount for a

ISSUE CHANGE
sale.
To return change automatically.
Provide a receipt and explanation of
AND RECEIPTS charges if required.
Remind customers to collect their
change.
To accurately record all transactions
and store money securely.
 ELEMENT 1

Provide
departure
services
1.8
ASSIST GUEST
IN LEAVING
TABLE
PROVIDING ASSISTANCE TO CUSTOMER
LEAVING TABLE
Pull back chairs for customers
Get wheelchairs or other aids as required
Thank customer for their patronage
Arrange any take-away containers
Where permitted, place corks back in unfinished wine
bottles for easier transportation for customer
 PROVIDING ASSISTANCE TO CUSTOMER
LEAVING TABLE
Arrange toothpicks
Remind customers to collect any bags, clothes and other personal
items left on table & chair
Arrange balloons or gift packs or other children's gifts
Help them with putting on coats and jackets
Remind customer to collect change, credit card or receipt
Escort the customers to the door
Once the customer is at the door, there are a number of "end of
service" assistance activities that can be provided. These will be
explained in the next section
 Provide end of
service
assistance, as
required
As mentioned in the previous section, once the customer
is at the door, there are a number of “end of service”
assistance activities that can be provided.
It is essential that at this time, customers are provided
with necessary assistance to ensure they can continue to
their next destination in a smooth manner.
TYPES OF END OF SERVICE
ASSISTANCE
End of service assistance may
include:
Obtaining a taxi or other
transport for guests
Retrieving items that have
been places into safe keeping
Offering umbrellas
TYPES OF END OF SERVICE
ASSISTANCE
Accompanying guest to cars
Making reservations on their
behalf
Directing them to their next
destination including shops,
cultural, tourism or sporting
areas of interest
TYPES OF END OF SERVICE
ASSISTANCE
Offering a seat, paper, or
complimentary coffee while
the weather clears
Each organisation will have
special “touches” to help ensure
the end of the customer
experience is a positive one.
FAREWELL
GUESTS
 THANK AND FAREWELL
CUSTOMERS CORTEOUSLY
The bidding goodbye of
customers is an important
part of the service cycle and
more important than the
greeting the customer.
Farewell is often the last thing
they have to remember us by.
 End :)
GROUP 3
Thank you