STANDARD OPERATING PROCEDURES
FOOD AND BEVERAGE OPERATIONS- GUEST BILLINGS AND CHECKS
SOP NO: F&B-1017
DEPARTMENT: FOOD AND BEVERAGE SERVICE -RESTAURANT
DATE OF ISSUE:
PREPARED BY:
APPROVED BY:
OBJECTIVES:
To ensure that the concerned F&B employees know how to handle the guest billing and its settlement to a
proper standard.
PROCEDURES:
Print the bill / check for presenting to the guest:
*Print the guest check from the POS machine on a ‘Slip Printer’ / ‘Roll Printer’.
*Place the check on the bill folder.
*Place a pen along with the bill.
*Present the bill to the guest / host.
Settlement of by Cash:
*Cash settlements may vary among restaurant / hotel policy.
*If the guest wants to settle by foreign currency, then request the guest to exchange the currency with
the front desk cashier. (Depending upon the hotel and local government policy)
*Present change in the folder.
*Do not claim the tip until guest leaves.
*If the guest leaves while you are settling the bill then, the change is your tip.
Settlement by Credit Card:
*Swipe the Card on the EDC machine.
*Enter the amount on the EDC machine.
*Verify the amount entered with the amount on the bill. Confirm the settlement.
*Take print out and get signature on the merchant copy from the guest along with the check copy.
*Return the credit card along with the guest’s copy of the credit card slip / voucher.
*If guest adds a tip on the Credit card slip then adjust the same on the DC machine and take a new
printout.
*If the credit card is declined / expired then politely ask the guest for another card or form of payment. If
necessary, ask the guest to step away from his or her group so that he or she will not be embarrassed.
STANDARD OPERATING PROCEDURES
Settlement to In House rooms:
*Request the guest to write their name and room number on the printed check and sign them.
*Do a room enquiry on the POS machine with the details mentioned on the bill by guest.
* Try searching by room number first if not found then try again by searching by the last name of the guest.
*If details matched with those given on the bill, then settle the bill on to that room.
*If the details don’t match then, Ask the guest to present the room key as identification.
* If the Hotelogic enquiry fails with the given details, Then crosscheck with the front desk team with the
guest details. And check if the guest is entitled for credit on the restaurants.
* Nowadays on the PMS there are features to block all Hotelogicssettlements, this will restrict any Hotelogi
cs settlements fromrestaurants to the guest room account, So these guests has to pay their bill directly at
the restaurants by other payment methods.
Settlement to Company or City Ledger:
*Ask the guest to write down the Company name on the bill, some companies have credit with the hotel.
These are called city Ledgers.
*If the guest is aware of the unique City Ledger number, then ask for the same.
*Ask guests to sign on all the checks.
*Give the receipt showing the charges.
*Make the settlement to City Ledger and close the Table on POS.
Settlement against Coupons, vouchers and Gift certificates:
*Read the coupon carefully to determine if it is a valid or expired one.
*Find out what all charges are covered.
*Don’t give any cash as change for gift certificates and coupons.
* If the coupon amount doesn’t cover the total food bill, then collect the balance amount by other method
of payments.
*Keep the coupon safely in the cash box / folder. Treat them as cash.
Thank Guest:
*Thank the guest when you return the change and receipt.
*Invite guests to return to the restaurant / hotel again.
* If the guest leaves without settling the bills, then inform the Security Manager and Outlet manager about
the same.
