Bookings, billing and revenue control. Published by Hodder Education J Cousins, D Lillicrap and S Weekes Bookings may be taken: by post by email

Bookings, billing and revenue control

Published by Hodder Education J Cousins, D Lillicrap and S Weekes

• Bookings may be taken: by post by email by telephone via the internet (using online systems) from customers coming to the

establishment in person.

Taking bookings


• Basic information is the same, regardless of how the bookings are taken. This includes: day and date name of the customer customer’s telephone number number of covers required time of arrival any special requirements signature of the person taking the booking in case of

queries.

Booking information


Booking sheets• Most establishments use some form of booking

sheet, either manual or electronic.

Example of a booking sheet


• The occasion of the meal may be to mark a special event, such as an anniversary or birthday.

• Customers may have preferences about the size, shape and/or location of a table.

• Any special requests, such as requirements for a celebration cake.

• Customers may have specific dietary requirements.

Other information


Cancellations • When a cancellation is received, the details

should be confirmed by repeating the details back to the customer making the cancellation.

• It is good practice to ask if you can take a booking for any other occasion in place of the cancellation.


Larger party bookings • Larger party bookings may have different

procedures. For example: set meal and beverages price per head or for whole party requirement for a deposit seating plan deadline for confirmation of final numbers.


Purpose of a revenue control system

• Monitors areas where selling takes place, including: efficient control of all food and beverage items

issued reducing pilfering and keeping wastage to a

minimum ensuring bills are correct and proper payments

are made and accounted for providing management information.


• Order-taking methods

• Billing methods

• Sales summary sheets

• Performance measures

Main control methods


Summary of food and beverage revenue control

Flow chart of food and beverage checking system, based on triplicate system


Systems for revenue control• Manual systems

• Pre-checking systems

• Electronic cash registers

• Electronic point of sale (EPOS) control systems

• Computerised systems

• Satellite stations


Radio-controlled electronic system


Role of the cashier

• Each establishment will have its own procedure. Usually includes: checking the float ensuring the cash drawer is properly

organised ensuring enough till rolls, promotional items,

bill folders, stapler, paper clips and pens, etc. ensuring electronic systems are functioning.


Cashier’s duties• Issuing and recording

check books/ order systems.

• Maintaining cash floats.

• Preparing customer bills.

• Maintaining copies of food and wine orders.

• Counter-signing spoilt checks.

• Receiving payments.• Receiving back

unused checks back/order systems.

• Ensuring payments are balanced with manual or electronic sales summaries.

• Delivering the reports and payment to the control department.


Billing methods• Bill as check• Separate bill• Bill with order• Pre-paid• Voucher• No charge• Deferred (charged to account)


Billing methods

Electronic point of sale billing and payment system


Billing methods

Example of a bill


Payment methods• Cash

• Cheque

• Credit cards/debit cards/charge cards

• Traveller’s cheques

• Vouchers and tokens


Payments in restaurants• Two ways of taking payments:

Customer may be asked to come to the cash desk or workstation to complete the payment transaction: some customers prefer this.

Hand-held self-powered terminal is taken to the customer at their table.

Hand-held credit/debit card paymentterminal with printer


• Additional considerations: Make sure all customers, including wheelchair

users, will be able to reach the payment point. Allow customer to pick up the PIN pad from

the cradle if appropriate. Offer assistance when needed. Exercise patience.

People with disabilities


Dealing with payments • Do not allow anyone to interrupt you during a transaction.• Always double-check cash received and any change

before giving it out.• Check bank notes for forgeries.• Declined card transactions may require the card to be

retained.• If you make a mistake, always apologise.• Remain polite.• Ask for assistance from supervisor as required.


Till security• The security of the till can be ensured by:

using passwords/codes to access till using key or swipe cards to access till restricting access to certain staff assigning tills to specific servers signing in and out when using till locking and securing tills in the event of an

evacuation from premises.


Recording

mistakes

• Ensures proper record so that till balances with payments taken.

• Prevents cashier being suspected of theft.• Prevents taking longer to cash up.• Staff may be made accountable for

discrepancies.• Complies with procedures and avoids

disciplinary procedures.


Sales summary sheets

• Vary according to the establishment.

• Summary sheets allow: reconciliation of items with different gross

profits sales mix information records of popular/unpopular items records for stock control.


Sales sheet information• Name of food and

beverage outlet• Date• Period of service• Bill numbers• Table numbers• Number of covers

per table/ transaction

• Bill totals• Analysis of sales• Various

performance measures

• Cashier’s name


Consumption control• Used for:

cold tables buffets carving sweet cheese liqueur trolleys food and beverage counters.


Consumption control

Example of consumption control sheet


• Range of information collected during the revenue control phase.

• Information often automatically on sales summaries and control sheets.

• Can include: sales mix, gross profit, cost percentages, seat turnover, sales per staff member, sales per seat and sales per area.

Performance measures


Relationship between revenue, cost and profits

Note: In kitchen operations, gross profit is sometimes called kitchen percentage or kitchen profit.

Foods and beverage costs Cost of sales

Labour costs

Overhead costs Gross profit

Net profit

Total sales £ Revenue 100%

Documents

Bookings, billing and revenue control. Published by Hodder Education J Cousins, D Lillicrap and S Weekes Bookings may be taken: by post by email