MONEY AND MERCHANDISE HANDLING
POLICY AND PROCEDURES
*** W A R N I N G ***
Any deviation from the following will be cause for discharge
without further warning.
- EVERY ORDER THROUGH THE "POS" SYSTEM:
No order shall be served or prepared without being
entered into the POS system (rung) immediately after taking
the order, and before any food is prepared.
- EMPLOYEE MEALS: a) #1 above applies
to employee meals as well; b) there is no
free food; c) don't eat mistakes; d)
ring your meal before you make the food and go on break; e)
only time you should be eating is on your break; f)
don't take home left overs.
- WAITRPAD SHEET FOR EVERY DINE-IN ORDER:
Every dine-in order must first be written on a waitrpad sheet,
- PROVIDE PRINTED POS RECEIPT IMMEDIATELY:
Right away after entering the order, staple one receipt to the
waitrpad ticket and deliver the other receipt to the customer.
We do this so the customer has it and can look it over.
- SERVER-ONLY ADD-ONS ARE "RING IT - THEN BRING IT":
Soups or desserts added, must be rung up before serving the
- PAYMENT COLLECTION:
- Dine-In: Collect while the customer is
present. If customers are leaving before you collect,
you're being slow about it. If customer gets their payment
out at the table, go ahead and collect right away saying
"I can take that for you" instead of expecting everyone to
go to the checkout station. This saves time!
- Carryouts: Collect immediately at time
- Call-Ins Important Instructions!:
Call-ins over $20 must be pre-authorized with a credit
card while on the phone. Here's how: (1) Explain the
policy and key-in the card number, expiration date, and
security code; (2) on the POS system do not press Pay ,
just press Done ; (3) tell the customer to bring the card
or cash to finalize payment or they won't get the food;
(4) upon arrival, recall the order and press Settle then
press the RED Void credit card button; (5) final process
the payment by inserting a chip card or accepting cash. If
you fail to void the key-in payment and chip the card for
final payment, and there's a charge back, it's on you, you
will have to pay it back.
- 3rd Shift - Collect In Advance - All Dine In
Orders: From 10 pm-6 am collect immediately as
follows: (1) Take the order on the waitrpad and politely
say "It's pre-pay from 10-6, I'll be right back to
collect"; (2) place the order and return to the customer
with the receipt; (3) politely say: "May I collect please,
the policy applies to everyone?" and point to the sign. If
customer objects, inform the kitchen to not prepare the
order; (4) upon payment, staple the settled receipt to the
- CREDIT CARD ACCEPTANCE POLICY: a)
Chip cards must be chipped, not swiped, even if the chip
malfunctions do not swipe, ask for a different card or cash;
b) swipe-only cards you can swipe; c) do not key-in cards,
again even if the chip malfunctions. If you mishandle this and
a merchant charge-back occurs, it's on you, you will have to
pay it back. Exception is key-ins is for call-ins over $20 as
described in 5c above.
- NO MONEY IN POCKETS: No money in
pockets whatsoever. Examples are pants, aprons, etc. A wallet
in back pants pocket is OK.
- TIP POOL: a) Each tip shall be put
directly into the tip bucket immediately; b) no one should
futz around with the tips in the bucket, except if you need to
exchange bills, announce to coworkers and explain what you are
doing; c) if your coworkers ask you to stay out of the tip
bucket other than to add tips, then do as they ask. Trust is
everything when it comes to tips.
- TIP LINE ON CREDIT CARD RECEIPT: Only
a customer should write a tip on a credit card receipt. If you
write in a tip, or alter a tip, it's credit card fraud. You'll
be reported to the authorities.
- NO SALES: a) Drawer openings via No
Sale must be accurately explained, example: "Change Fund" or
"Drop"; b) if customer asks for change for a tip, write
"Change for Tip"... or smarter, if presented with a large
bill, break it down so customer doesn't ask for more change.
- VOIDS: Voids after the Done key is
pressed must be explained. a) Get a PINK VOID SLIP right away
and attach it to the Waitrpad w/receipt; b) print a final
receipt that shows the void and attach it as well; c) write
the explanation; d) obtain a co-worker's signature.
- REFUNDS: We fix problems or remake
food, we do not give refunds. An exception is for unruly
behavior in which case a PINK VOID SLIP must be prepared.
- SMART SAFE DROPS: If you're the
Cashier keep the drawer close to $70.00 without over-dropping.
Besides at end of shift, make drops at least every two hours
during shift, or more if necessary. 1st shift: 8 am, 10 am,
noon; 2nd shift: 4 pm, 6 pm, 8 pm; 3rd shift: midnight, 2 am,