CASHIER TRAINING MANUAL

Transcription

1 CASHIER TRAINING MANUAL Cashier Training Manual 1

2 Contents I. Opening Procedures Pg 1 A) Turn on computers Pg 1 B) Recount the cashier float Pg 4 C) Make Bundles of coins and notes Pg 6 D) Count bistro change tin Pg 6 E) Count the petty cash tin Pg 6 II. Daily Procedures Pg 6 A) General Cashier Information Pg 6 B) Assigning Pagers Pg 7 C) Promotions Pg 8 D) Writing a Cheque Pg 9 E) Cashing in a Cheque Pg 10 F) Calling in an EGM Fault Pg 11 G) Writing a receipt and payments Pg 11 H) Petty Cash Pg 11 I) Keno Cash Ins Pg 12 J) Eftpos Cash Out Pg 12 K) Payouts over $10,000 Pg 12 L) Cashier tasks when quiet Pg 13 M) Checking Active Cards in Gaming Area Pg 13 N) Kid s Club Cash Tin Pg 14 O) Bistro cash tin Pg 14 III. Shift Changeover Procedures Pg 14 IV. Closing Procedures Pg 14 A) Count cashier float Pg 14 B) Promo vouchers Pg 14 C) Mutes/Unfit notes Pg 14 D) Discrepancies Pg 14 E) Shut down computers Pg 14 V. Misc Procedures Pg 15 A) How to Perform Manual Hopper Fills Pg 15 B) Checking the Ezy Break Time Outs Pg 17 C) Reprinting a Missing Docket Pg 19 D) Left Over Money on an Abandoned Machine Pg 20 Cashier Training Manual 2

3 I. Opening Procedures A) Turn on computers When you arrive at 9:45am turn on computers if not already on; Log In Username: cashier Log In Password: cashier Wildcat Username: cashier Wildcat Password: cashier Computer 1 (main computer cashier sits at) should be open on the Cashier Shift Report located on the desktop if not already open. Wildcat- Floor View should also be displayed. To access this log in to Wildcat and select Manager on the top menu bar and then select Floor View Cashier Training Manual 3

4 Computer 2 should have also have the Wildcat- Floor View displayed. To access this log in to Wildcat and select Manager on the top menu bar and then select Floor View Check the autoprint is on (automatically prints all payouts to printer) by clicking on cashier in the top menu, next to manager. Click autoprint. B) Recount the cashier float The Cashier Shift Report is used as an ongoing tally of the money in cashiers. Sheet 1- Tally completed by Clearance person Sheet 2- Tally completed by the Cashier when they begin their shift Sheet 3- Tally for the Day shift (completed at shift changeover) Sheet 4- Tally for the Night shift (completed on close) Using Sheet 2, tally up in cashier float. The float should total to $50,000 give or take a few cents (coin counter can be out slightly) and should correspond with the Sheet 1 done at clearance. If there are any variances they are recorded. Ensure that you print the sheet and put the date, time, cashier and DM name (signed at end of day). Cashier Training Manual 4

5 At times you may require a loan from strongroom if your payouts have exceeded your cashier float All cheques must be recorded in the shift report. You will need the cheque# (located top right hand corner of cheque), the machine# the payout was at and the cheque amount All your promos are added together and added to the total. You can manually enter in promos. I.e. Footy Friday gaming promo can be put down as daily promo. Your cash payouts are added to the total- this is all the manual payouts for the day Simplay is no longer in use, however some patrons are still manually redeeming their money- this has to be added manually All hopper fill machine numbers must be recorded in the Hopper Fills section Total payouts are entered here. The total payout total is located on the last payout voucher. The daily progress total located at the bottom of the voucher shows this amount Cashier Training Manual 5

6 C) Make bundles of coins and notes The cashier provides change for all areas of the club. Each morning you will need to bundle coins and notes up to ensure speed with giving out change. Once you become more experienced in cashier you will know how much you will need. Aim for a few of each coin denomination and at least 10 lots of notes (small) of each denomination. COINS NOTES (SMALL) NOTES (BIG) DENOMINATION AMOUNT ($) DENOMINATION AMOUNT ($) DENOMINATION AMOUNT ($) $2 50 $ $ $1 20 $ $ c 10 $ $ c 4 $5 50 $ c 4 5c 2 D) Count the bistro change tin and change money Check the money in the bistro change tin to ensure it adds up to $600. If there are any discrepancies let management know. Change over the money to the denominations listed on the inside of the tin. E) Count the petty cash tin Add the amount of receipts and minus from $300. Check that is the amount of money you have in the tin. If there are any discrepancies consult the duty manager. Debbie and Brad will reconcile the money as required. If you are low in money advise them. II. DAILY PROCEDURES A) General Cashier Information The cashiers must be staffed at all times. The door to cashiers must be closed at all times The cashier may be asked to say messages over the PA system from time to time. The cashier must also assist with phones if the receptionist is busy The Strong room float is balanced and verified by the duty manager and locked away for the day. If you require change or money from the strong room you must contact the Duty Manager. The cashier is responsible for dispensing all money throughout the club including; floats, payouts and change. It is important to keep focused and record all transactions (if required). Cashier Training Manual 6

7 B) Assigning Pagers In Wildcat select Promotions in the top menu tab. Then select Pager Messages, followed by Pager Zones in the top menu bar. Select the pager you are activating (Pager 1, 2 or 3). Drag the pager across into Zone 1 or Zone 2 depending on how many pagers you have active. Cashier Training Manual 7

8 C) Promotions There are numerous promotions on the Cashier Shift Report. All vouchers redeemed must be placed in the promo basket in cashiers. You will need to become familiar with each of these; Pokie Voucher- The members swipe machine at the voyeur may print out a $2 Pokie Voucher to encourage the member to stay and play the pokies. The member must sign the voucher and you must sight the member s card. Taxi Voucher- Bingo patrons can get $5 off their taxi fare if playing bingo. They will give the cashier the $5 Taxi Voucher stapled to the taxi receipt. Bingo Pokie Voucher- bingo staff may give bingo patrons a $2 Bingo Pokie Voucher to encourage them to stay and play the pokies after bingo. These vouchers are only given put on Wednesday morning bingo and Sunday Bingo Turbo Money- The members swipe machine may print Club Cash Vouchers (Turbo Money). There are $5, $10, $15, $20, $50, $100, $150, $200 and $250 vouchers. Staff should ask for both their member s card and photo ID. The patron will need to sign the voucher. We have previously had occurrences where someone will find a member s card in a machine and go swipe it at the foyer to redeem their swipe voucher, or they have found another member s voucher and tried to redeem it. Be mindful of this happening. Consolation Draws- Wednesday and Sunday members draws have $100 consolation draws. The person on promotions will come to the Cashier Training Manual 8

9 cashier and ask for the $100. At the end they will give you the consolation sheet to be placed with your daily sheets. Bingo Bucks- Sometimes when bingo finishes, patrons are given an entry into Bingo Bucks. If a bingo patron is drawn out they win $100 cash. Daily Promotions- each day of the week there are daily gaming promotions after bingo from till approximately 2pm to encourage bingo patrons to stay and play the poker machines. The person on promotions will have a daily promotions sheet which they will record all money given out and hand to you at the end of the promotions for recording in the Cashier Shift Report. A copy of the sheet is taken and given to reception aswell. Monday- Keys for Cash Tuesday- Basketball Wednesday- Ten Pin Bowling Thursday- Cash for Kings Friday- Footy Friday D) Writing a Cheque The maximum we can payout a patron is $1000 cash and the rest must be written in a cheque. The cheque cannot be cashed in until 24 hours later (the following day). For example; if a patron won $2380 the gaming attendant would ask how they would like to take their money. Some patrons may request for the full amount in a cheque but in most cases they would take $1000 in cash and $1380 in a chequesee example below. Insert person being paidperson whom the payout voucher was for Write the amount in words on the left and the numerical amount in the box I.e. One Thousand Three Hundred and Eight dollars and $1380 Example Cheque: PAY John Smith PAY SUM OF One thousand three hundred and eighty dollars 29/11/11 This is your cheque number 1380 Signature of Duty Manager Cashier Training Manual 9

10 Example Cheque Butt: Ensure that you fill out all the required details in the cheque butt Date 29/11/2011 Payee John Smith Mem#1234 Detail Doc#93 Mach#16 Cheq: $1380 If the person is a Visitor; V#1234 If the person is a reciprocal member; R#1234 Example Cheque Requisition: All cheques written must have a cheque requisition completed. Ensure that you fill out all the required details in the cheque requisition and place in Brad s tray. 29/11/ John Smith 1380 Payout or Jackpot E) F) E) Cashing in a cheque A patron can cash in a check from a payout 24hours later/the next day. To cash a cheque; 1) Check that the date on the cheque is at least the day before s date. 2) Ask the patron for their member card and photo ID to check against the cheque. 3) Ask the patron to write Please pay BLC and sign on the back of the cheque 4) Place the cheque in your float draw. The duty manager will take the cheque and swap it for cash from the strongroom. Cashier Training Manual 10

11 F) Calling in an EGM Fault As the cashier, it is your responsibility to look at the EGM Floor View periodically to check for any machine faults (look at key for information). If there is a fault ask a gaming attendant to look at the machine. A gaming attendant may also notice a fault and ask you to check the machine on Floor View to see the status. If the error cannot be fixed firstly call MaxGaming (deals with the software). To call MaxGaming, click on the phonebook on the phone and click down until you get to MaxGaming. Pick up the hand piece and it will automatically start dialing. They will ask you for; Venue Number: 650 Fault type: I.e. hopper disconnected Serial Number: Look in the gaming machine list in the faults book. Next to the machine number will be the serial number (otherwise the serial number if located on the metal plate on the side of the gaming machine) Write down the job number they give you in the faults book In the faults book you must record; Date ; Floor No ; Plate No ; Fault ; Job ; Staff Member ; Outcome ; Fixed Date ; DM initial If MaxGaming cannot repair the fault they will forward you on to Bytecraft (deals with the hardware). Bytecraft will come out as soon as they can to repair the machine. G) Writing a receipt and payments 1. On Wednesday mornings Brothers Cricket Club holds a bingo session in the range room. A representative of the club will come to cashiers. Write a cheque addressed to Brothers Cricket Club for $150. The representative will write Please pay BLC and sign the back of the cheque. A cheque requisition must be done with Donation-Venue Hire as the detail. Cross out the payout details section as you do not need this. A receipt must be written up in the receipt book, recording the venue hire. The cheque is banked in the green banking bag. The Till count sheet should be marked cheque and Brothers Cricket Club Venue Hire for the details of the float. 2. Performers employed by BLC (I.e. Band in sports bar on Friday night) will come to cashiers to collect their payment for the night. You will need to write the performer a cheque. A cheque requisition needs to be written for the cheque. Under details write Payment for entertainer and cross out the payout details section. The performer should provide you will a receipt or invoice to put in Brad s tray. H) Petty Cash In cashiers there is a $300 petty cash tin. This money is allocated for any small purchases that staff and management may make. For example, a duty manager purchased cash tins for a fundraiser. The person must provide the itemised receipt to be placed in the cash tin. Cashier Training Manual 11

12 I) Keno Cash Ins When a patron wins on Keno and it exceeds the money in your float the keno machine will automatically print a slip advising of the amount in replenish the float. For example, a slip may print $620. When the keno operator brings up the slip $620 cash is given to them. A cheque must be written up addressed to Brothers Leagues Club for $620. The check is to be placed in the cashier float, where it will be swapped by the duty manager for cash from the strongroom later. On the cheque requisition detail section write Keno Cash In. Place the completed cheque requisition in Brad s tray. J) Eftpos Cash Out On a rare occasion a patron may request cash out from reception (if ATM s not working). If reception does not have the cash the eftpos receipt in brought to cashiers for the cash. The patron is given the cash and the eftpos receipt goes to the promo basket. The eftpos amount is recorded in the Cashier s Shift Report under Promos- EFTPOS. K) Payouts over $10,000 If you ever have a payout over $10,000 you must fill out an Austrac Compliance Payout Report. Management will normally witness the report. Cashier Training Manual 12

13 L) Cashier tasks when quiet 1) Make up bank bags- place a security tag and till count sheet (located in draws in right hand corner of cashier box) in spare bank bags. 2) Read the cashier communications book 3) Make up note and coin bundles 4) Check previous day s payout vouchers for any missing details. Once checked write checked byyour name and sign 5) Do a general tidy up of the cashier s box at least once per week. This involves using a rag and hot soapy water and wiping over all surfaces- including under printers etc. 6) Photocopy originals of till count sheets or cheque requisitions M) Checking Active Cards in gaming area The cashier may be asked the active cards in gaming machines for two reasons; 1) A member has left a card in a machine and would like to know which machine they left it in 2) Random members will be selected for the gaming promotions. Cashier Training Manual 13

14 N) Kids Club Cash Tin Every few weeks you will notice the Kid s Club tin is full. Empty the tin and count the money. Change over the coins for notes where possible. Fill out the Till count sheet and place the sheet and money in the banking bag. O) Bistro Change tin Once the bistro attendant hands back the change tin after both lunch and dinner ensure that you count the tin to make sure it adds up to $600. Swap the money in the tin with the cashier float to ensure that it has the denominations listed on the inside of the tin. III. Shift Changeover When the day cashier attendant is leaving and the night cashier attendant is coming on for the night a Cashier Shift Report must completed. The new cashier attendant will come into the cashier box and count the money with the day cashier attendant. It is important that the new cashier also checks the money as this will impact their total at the end of the night if the day cashier is out. IV. Closing Procedures A) Count Cashier Float- At the end of the night the cashier will count all the money in cashiers and complete the Sheet 4 Cashier Shift Report. All the shift reports must be checked by the duty manager and signed at the end of the night. B) Promo Vouchers- place all promo vouchers in an envelope and write Promos and the date on the front. Do not put eftpos receipts in here. C) Bad notes- If possible swap all bad notes with the duty manager from the strongroom float. D) Discrepancies- If there is a discrepancy of more than $10 normally the duty manager will investigate. The amount over is banked and if under the duty manager will replenish. (This isn t done until clearance the following morning when cashiers is reimbursed, if it is down it is left down) E) Shut down computers Cashier Training Manual 14

15 V. Misc Procedures A) How to Perform Manual Hopper Fills If a machine has no money left in it and the hopper refill docket did not print then you will be required to print out a manual hopper refill docket. You need to right click the desired machine and then click on the hopper fill menu from the drop down box Cashier Training Manual 15

16 Insert comment e.g. Docket did not print Click finish and you will have to press it twice to exit the menu. This will print off the hopper refill docket and allow the hopper to then be refilled. Cashier Training Manual 16

17 B) Checking the Ezy Break Time Outs Sometimes a patron may ask to play a machine that has been put on ezy break, you will have to check to see how long it has been on for and if that patron is still in the club. To do this you must first: You need to right click on the desired machine and click on events in the drop down menu. Cashier Training Manual 17

18 There should be a line that states EGM lock up ezy break, check the time it was put on. If the time is generally over 5mins we are able to remove the ezy break from the machine. As pre the gaming accord we are able to do this. It is located next to cashiers in the event a patron questions the actions of someone who removes ezy break. Cashier Training Manual 18

19 C) Reprinting a Missing Docket Sometimes a docket will not print and thus you will need to go to the gaming computer on the side and locate it. First you must disable auto print in the cashiers menu (this will disable all payouts so you have to be relatively quick in these steps). Then in the cashiers menu in wildcat There should be a button that says reprint. Go into this menu and you will see something like this. In this menu there is a list of previous payouts, generally the missing payout should be in this list. You should know the machine # or the payout amount and be able to see the desired payout in the list. Click on the desired payout and then click reprint again to re print the missing docket. Once this docket is reprinted it will not add to the total amount for the payouts, as it is a reprint. The docket number will be different but that is all not the total amount. Cashier Training Manual 19

20 D) Left Over Money on an Abandoned Machine If money is found to have been left on a machine for an extended period of time, (e.g. If a machine has been on ezy break for an extended period of time and the patron cannot be found) then ask a gaming attendant to use their Simplay card on the machine or if just left unattended collect the monies and give to the cashier. For the remainder of the shift the monies are to be left in cashers with a note that is to have the following information: Machine #: Time: Amount: Attendant name who found monies: If at the end of the shift the monies are not claimed then they are to be given to the manager on duty and they are to be banked as monies left unattended. Cashier Training Manual 20

21 Additional Notes Cashier Training Manual 21

22 Cashier Training Manual 22