You never get a second chance to make a first impression! Guests will always remember the last experience (coffee, bill, good bye,..

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2 You never get a second chance to make a first impression! Guests will always remember the last experience (coffee, bill, good bye,..) when they visit a restaurant

3 See handout Answers: Use key to access till Use of passwords/codes to access till Restricted access Tills assigned to servers Signing in and out when using tills

4 See handout Answers: To avoid delays for the customer To avoid having to give too many coins to the customer To avoid wasting change

5 Write a conversation between a customer and a employee. List important pieces of information which should be recorded when taking a credit card deposit over the telephone.

6 Credit card number Card expiry date 3 digital security code Name of the card holder should be the same as the actual person - verify Card holders address Card holders telephone & address

7 Record the details on the previous screen Credit cards details should be kept secure Follow establishment procedures for credit/debit card receipt Dispose of written customer details appropriately

8 Notes/coin = Value 2 X 5 = X 1 = X 1 = X10p = 5 30 X10p = 3 20 X 5p = 1 25 X 2p = 50p 50 x 1p = 50p Notes/coin = Value 3 X 5 = X 1 = 10 2 X 50p = 1 5 X 20p = 1 10p x 10 = 1 20 x 5p = 1 50 x 2p = 1 0 x 1p = 0 More small change, allows processing without delay, variety of change coins

9 Spare till rolls Pens Bill holders PDQ machine Manual credit/debit card machine Promotional materials

10 Wait authorisation Give customer receipt and card Check card Thank customer Offer PDQ to guest to input pin Merchant copy is used to close the bill Input payment amount

11 1. Check card 2. Input payment amount 3. Offer PDQ to guest to input pin 4. Wait for authorisation 5. Give customer receipt and card 6. Thank customer 7. Merchant copy is used to close the bill

12 Inform the customer of a problem Request an alternative method of payment Inform/seek help from supervisor/manager

13 Request alternative payment method Use manual processing payment method If you don t have one get one in place Use card issuer telephone processing system v long winded

14 Apologise to the customer and explain that you will get the supervisor to do a till check. How can you avoid this in future Confirm the amount tendered by the customer Place tendered notes into a clip or two one side until the change has been given and the customer is happy

15 To prevent a build up of notes they are removed and placed in the safe To discourage theft If someone is acting suspiciously secure your till and tell your supervisor

16 Ask the customer if they have any smaller change or the correct change to make the payment Politely ask the customer to wait whilst you then find the correct change to allow the payment to be processed Ask the customer if they have another method to pay the bill e.g a credit card

17 Details of items sold Stock levels Total takings Breakdown of payment details Use identification

18 Till does not balance Cashier accused of theft Longer to cash up Staff made accountable for discrepancies Disciplinary procedures

19 Lock/secure the payment and evacuate the building

20 Inform the supervisor Take customer details (e.g. age, address, contact details) Verify details (e.g. identification) Place record in till

21 Apologise to the customer Find out which details are wrong, check your order pad and also with the customer Speak to your manager to void items off the bill and follow the correct procedure

22 Explain to the customer that your manager needs to authorise the transaction Seek help from supervisor

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24 Ultra violet light Check the paper and the raised writing Check the metallic thread from top to bottom Check the watermark Check the print quality Check the see-through register

25 If you look at the front of the 20 note under a good quality ultra-light the number 20 appears in bright red and green.

26 Banknotes are printed on special paper that gives them their unique feel. By running your finger across the front of the 20 note you can feel raised print in areas such as words Bank of England and in the bottom right corner, around the number 20.

27 There is a metallic thread embedded in every banknote. This appears as silver dashes on the back of the 20 note. If you hold the note up to the light the metallic thread will appear as a continuous dark line.

28 Hold 20 note up to the light and you will see an image of the Queen s portrait together with a bright 20.

29 The printed lines and colours on the 20 note are sharp, clear and free from smudges or blurred edges.

30 Hold the 20 note up to the light and you will see coloured irregular shapes printed on the front and back that combine to form the symbol

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