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.