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
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 leftovers or free beverages
at end of shift.
- 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.
SHEET FOR EVERY DINE-IN ORDER:
Every dine-in order must be written on a waitrpad.
- ISSUE POS RECEIPT IMMEDIATELY:
Staple the receipt to the waitrpad ticket and
deliver both to the customer.
- SERVER-ONLY ADD-ONS ARE "RING IT - THEN
BRING IT": Recall the check and
add soups or desserts then serve the
- 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 to come into the store to place
- 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 chipped, 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; d) never write
in a tip, or alter a tip, on a credit card receipt.
- 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 this
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 by yourself prematurely before the
shift ends, wait until everyone can do it together.
- 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
- NO SALES: a) No Sales 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 when
presented with a large bill, break it down so
customer doesn't need to 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 SLIP must