"The Security Document"
Mandatory Order Taking and Money Handling
*** W A R N I N G *** Any deviation from the
following will be cause for discharge without further
- EVERY ORDER MUST GO THROUGH THE "POS"
SYSTEM: No order shall be served or
prepared without being entered into the POS system
first and before any food is prepared.
DINE-IN ORDER MUST BE WRITTEN ON A
- ISSUE POS RECEIPT IMMEDIATELY:
Immediately after pressing "Done", staple the
receipt to the waitrpad and deliver both to the
- SERVER-ONLY ADD-ONS ARE "RING IT - THEN
BRING IT": Before serving
beverages, soups or desserts that are added on by
the customer, recall the table and add the item, then
- PAYMENT COLLECTION:
- Dine-In: If customer gets
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
- Carryouts: Collect
immediately at time of order.
- Call-Ins: Call-in orders up
to $30 may be taken on the phone. If the call-in
is going to be over $30, direct the customer to
place their order at gwtogo.com (if available at
your store) or come in to place their order.
- 3rd Shift - Collect In Advance - All
Dine In Orders: From 10 pm-6 am
collect 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 waitrpad/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.
- CREDIT CARDS: a) Chip cards
must be inserted, not swiped, even if the chip
malfunctions do not swipe, ask for a different card
or for cash; b) cards with no chip can be swiped; c)
never key-in a card even if the chip malfunctions.
If you mishandle this and a merchant "charge-back"
occurs, you"ll have to pay it back.
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. The authorities may be called.
- NO MONEY IN POCKETS: No
money in pockets whatsoever, including pants pockets
and aprons. A wallet in pocket is OK.
- TIPS: a) Each tip shall be
put directly into the tip container immediately; b)
no one is to play around with the tips during the
shift; c) if you need to make change, announce to
coworkers and explain what you are doing; d) if your
coworkers ask you to stay out of the tip container
other than to add tips, then do as they ask; e) tips
get split when anyone comes on or goes off duty and
at the end of the shift or other times that everyone
agrees to; f) never start counting tips before the
shift ends, wait until everyone can do it together.
MEALS: a) there is no free
food; b) don't eat mistakes; c) place the
order on the POS before you make the food;
d) only eat on your meal-break; e) don't
take home leftovers or free beverages.
- NO SALES: No sales are
monitored closely. a) each must be accurately
explained, example: "Change", "Change Fund" or
"Drop"; b) if customers frequently ask for change in
order to give a tip, think ahead and break down
larger bills so the customer doesn't need to ask for
- VOIDS: Voids, after the
[Done] key is pressed, must be explained. a) Get a
PINK VOID SLIP right away and staple it to the
Waitrpad w/receipt; b) write the explanation
including if the food was made or not; c) obtain a
- REFUNDS: We fix problems or
remake food, we do not give refunds. An exception is
for unruly behavior in which case a PINK SLIP must