Apple American Group LLCFebruary 2009

POWERShift GuideCredit Card Error Prevention

Credit Card Error Prevention

Why: / To ensure that all Guests are charged accurately on their credit cards every time.
Preparation and Materials: / Materials Needed;
  • The POWERShift sheet

Questions to Ask Before You StartPOWERShift: / What is the most common cause for a credit card error?(The most common cause for credit card error is, FOH staff entering the wrong tip amount.)
What is the least common cause for a credit card error?(Guest mistake)

Task Outline:

All Servers and Bartenders should pick up the signed guest receipt prior to the guest leaving and verify that the total plus the tip amount equals the final total on the Guest Check.

/ Ask:
  • What can we do to prevent errors in credit card tip entering and charges?
  • (Simple we need to act quickly and accurately.)
Discuss:
  • Prevention is the first step to correcting this issue.
  • Let start by talking about how we process credit cards.
  • If multiple people at a table are paying with a credit card.
  • Picking up the Credit Cards from the table is the first step in good prevention.
  • When taking Credit Cards from a table place the Credit Card on top of the Guest receipt that will be charged to the Credit Card. (This will leave you with a stack of Credit Cards and Guest Receipts if multiple guests are paying with Credit Cards.)
  • Place all Credit Cards and the Guest receipts on the right side of the POS.
  • Select the proper Guest Number and swipe the Credit Card, Confirm that the last four digits on the Credit Card match the last four digits on the POS screen.
  • Move the Credit Card and the Guest Receipt with the two copies of the Charge Slips to the Left side of the POS.
  • Continue steps 3 – 5 for all remaining Credit Cards.
  • This will help to prevent the possibility of charging the same card multiple times on the same table on accident.
  • Procedure for entering credit card tips.
  • If a Guest pays with a credit card we will drop off the two receipts that are printed from the POS terminal as usual.
  • The merchant copy should be placed in front of the Guest and you should confirm their name.
  • I.E. – “Here is your credit card back Mr. Jones, it was a pleasure taking care of you today, I will come back and pick up the receipt once you have completed it. Thank you for visiting”
  • The Guest copy should be wrapped around the credit card that you are returning to the Guest.
  • This will help to ensure that we are getting back the merchant copy.
  • Once the merchant receipt is completed and placed back on the table you should return to the table as soon as possible and retrieve the receipt.
  • Once you retrieve the Merchant slip, you need to review the credit card slip to verify that it totals up correctly. (Do this away from the table)
  • Just simply add the total and the tip amount together and confirm that they match the Total at the bottom of the receipt.
  • Once you have confirmed that it is added correctly you need to enter the tip amount into the POS.
  • If there are multiple Guests paying with credit cards, it is VERY important that you verify that you are entering the tip onto the correct card.
  • This will again double check that the totals match.
  • All of these steps need to be completed prior to the Guest leaving the restaurant, so that in case there is an error we can correct it as soon as possible, and with the Guest present.

Review Questions to Utilize after POWERShift: / What should you use when returning the Guests Credit Card?(Their name from the Credit Card)
Why is it so important to verify that the tip amount and totals match before the Guest leaves?(To prevent any confusion during the close out of the customer check in the POS.)
Wrap-Up: / Do: Thank the associates for their time and express support in continuing to develop Cash Handling Skills.

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