Payments and billing process
Payments and billing process
Payment and Billing Process
Order Taking and Recording
- The process begins with the customer placing an order.
- The server should accurately record the order and its details.
- Orders are usually recorded on a duplication pad or electronically on a Point of Sales (POS) system.
Kitchen Order Ticket/Bill Generation
- The kitchen order ticket (KOT) is prepared based on the customer’s order.
- The KOT serves as a communication tool between the kitchen and the service area.
- It lists the dishes and quantities ordered, table number, server’s name, and order time.
Communication to the Billing Station
- The duplicate copy of the KOT or the POS record is sent to the billing station.
- The billing staff enters the items in the system to generate the bill.
Presentation and Explanation of the Bill
- Once the customer is ready to pay, the bill is presented. It is typically placed in a bill folder or tray.
- The server should be ready to explain any charges, if asked by the customer.
- It is good practice to never rush the customer during these stages and always remain courteous.
Collection of Payment
- Payment can be made in different forms: cash, credit/debit card, mobile payment apps, or restaurant loyalty points.
- If payment is by card, the server brings the card reader to the table or the customer goes to the payment counter.
- The customer signs or enters their PIN to confirm the payment, if needed.
Providing Change and Receipt
- If the customer paid in cash and excess amount was given, then correct change should be provided.
- Then the server provides the receipt which is a formal acknowledgment of the payment received.
- It’s important to count the change and check the receipt details carefully to avoid any errors.
After-sales Service
- Even after the payment is over, the duty of the staff isn’t. Thanking the customer for their visit and inviting them back is a vital aspect of overall guest satisfaction.
Overall, a streamlined payment and billing process ensures customer satisfaction, and reduces any waiting time and potential discrepancies in financial matters.