Required Order Taking and Payment Collection Procedures
*** W A R N I N G ***
These mandatory procedures exist for order taking, payment collection, and food preparation. Any procedure violated, will be cause for termination of employment without other warning.

A.  We need to charge for the products we serve:

  1. Servers must enter orders into the POS system before serving anything, even beverages! The rule is RING IT, THEN BRING IT.  Example:  "Hi, are you having anything to drink?". "Yes, coffee". You grab the handheld, start an order, choose the table, enter the beverages, and send the order. Later, recall the order to add it.

  2. Add-ons to orders, rule #1 applies. If a customer asks for an additional beverage, a soup, or dessert after the initial order is placed, again, it's RING IT, THEN BRING IT. Recall the order, add the item, then serve it.

  3. Servers cannot take orders on slips of paper or waitrpads. Only on POS devices: the handhelds or cashier station (if close by).

  4. Servers may not call orders into the kitchen. Other than minor preparation instructions.

  5. Servers will present a printed receipt to the customer immediately upon placing the order on the POS device.

  6. The Cook(s) is responsible for their kitchen inventory. The cook will not prepare any order that doesn't appear on the KDS or delivery receipt.

  7. The Cook(s) will not permit anyone to prepare any order, even one's own food, that hasn't doesn't appear on the KDS or delivery receipt.

B.  We need to get paid for the products we serve.

  1. Payment Collection:

    Dine-In:  Collect payment at the table if offered, or at the cashier station as customers approach. Be aware of slow payers to avoid walk-outs and approach for payment if necessary: "may I collect now please?"

    Carryouts:  Collect at time of order - before preparing or packaging food.

    Phone Orders:  The phone must be answered and orders taken. When an order roughly exceeds $30, politely inform the customer: "for orders over $30 we ask you to come into the restaurant to place the order, or to place the order online at gwtogo.com.

    3rd Shift:  Collect payment at time of order. Politely say: "we pre-pay from 10 pm to 6 am, I'll be right back to collect". If customer objects, point to the sign and say "I'm sorry, the policy applies to everyone". If the customer still objects, inform the customer "I'll have to void your order", then inform the cook not to make the order.

  2. Forms of Payment:

    Cash:  Make change and count it back to the customer to avoid errors.

    Credit Cards:  Chip cards must inserted or touched, not hand-keyed. If the chip malfunctions repeatedly, swipe but do not hand-key. If you hand-key, and later a "charge-back" occurs, the cost will be presented to you.

    Gift Card:  It's a three-part process. 1) use the separate Gift Card device to check the available balance of the card; 2) use the separate gift card device to update the Gift Card balance; 3) settle the order on the POS via the Gift Card button.

  3. Credit Card Tips:  As customers write a tip on their receipt, adjust the transaction in the POS to reflect the tip; then remove the tip from the cash drawer and deposit it in the tip pool. If you remove the tip and fail to update the POS, it will cause a register shortage that will be yours to payback.

  4. Voids:  Voids must be adequately explained, including whether or not the food was made. If not adequately explained or is of dubious purpose, the void will be presented to you for repayment.

  5. Refunds:  We fix problems or remake food instead of making refunds. If a customer becomes unruly to the point that a refund appears to be the only solution, contact the manager for permission.

  6. No Sales:  Every no sale must be explained with the exact reason, e.g. "Change", "Change Fund", Drop, or CC tip. Frequent no sales are to be avoided.

  7. Excess Cash - Safe Drops:  The "Cashier" is responsible for removing excess cash (over the starting amount) regularly and depositing it into the smart safe. Drop any $50 or $100 bills immediately, and make drop other excess no less than every two hours, plus a final drop as part of the cashier out process. Failure to make timely drops may result in the cashier being held responsible for the excess in case of robbery.