Bill presentation and payment handling

Bill presentation and payment handling

Bill Presentation

Overview

• Presenting the bill to customers is a final opportunity to leave a positive impression, so ensure it’s done graciously and promptly.

Preparation

• Prepare the bill accurately and clearly. Ensure all the individual charges are listed alongside their corresponding amount.
• Include a comprehensive total, encompassing subtotals and any added gratuity or taxes.

Presentation and Timing

• Present the bill only when requested by the customer or when it appears they have finished their meal. Avoid appearing rushed or inconsiderate.
• Use a bill folder or tray for a professional appearance. If possible, include a thank you note or mints as a complimentary touch.

Payment Handling

Overview

• Handling payments is a critical part of the service journey and requires careful precision, discretion and accountability.

Accepting Payment

• Accept payment graciously and handle cash, credit cards or mobile payments with clean hands to maintain hygiene standards.
• If the customer is paying by card, the card machine should be offered to them, respecting their privacy during the transaction.

Processing Payment

• Check the amount tendered and process the payment promptly. Remember to return the correct change if applicable.
• If a customer’s card is declined, tell them privately and courteously, ensuring you keep the matter confidential.

Gratuities

• Review your establishment’s policy on gratuities. Some may include it in the bill whilst others leave it to the discretion of the customer. Be able to clearly explain this to customers if ever asked.

Final Touch

• Thank the customer for their patronage and bid them farewell in a gracious manner. This can impact their decision to return in the future.