On Shift Procedures

Barback Duties During Service

Who Does This: Barback staff (support role)
When: Throughout operating hours (16:00 until close)
Purpose: Keep venue clean, safe, and running smoothly so bartenders can focus on making drinks

Quick Reference - Priority Tasks

These are your responsibilities during service. Check this list constantly:

HIGH PRIORITY (Do immediately when you see them): ☐ Wet floors → wipe ASAP (slip hazard)
☐ Broken glass → deal with immediately (injury risk)
☐ Full rubbish bins → empty when 80% full
☐ Spills on bar tops → wipe immediately

MEDIUM PRIORITY (Do within 5-10 minutes): ☐ Empty tables → clear glasses and bottles
☐ Restocking fridges → right side cold, left side restock
☐ Washing dishes → keep up with incoming dirty glasses
☐ Toilet supplies → check tissues/soap every 30 mins

ONGOING (Do regularly throughout shift): ☐ Smoking area → check and clean every hour
☐ Live hall tables → clear between sets
☐ Outside alcohol → remove from patrons politely

Your job is to be constantly moving and observing. If you're standing still, you're not working.

Detailed Responsibilities

AREA AWARENESS (Most Important)

What "area awareness" means:

Mental checklist to run constantly:

  1. Are floors clean and dry?
  2. Are tables clean?
  3. Are bins getting full?
  4. Are fridges stocked?
  5. Are toilets OK?
  6. Is anything dangerous or out of place?

TASK 1: Clear and Clean Tables

When to do it:

How to do it:

  1. Bring tray or bus tub
  2. Collect all empty glasses and bottles
  3. Check table for:
    • Napkins/rubbish
    • Spills (wipe with cloth)
    • Forgotten items (phones, wallets - give to bar manager)
  4. Wipe table completely
  5. Take glasses to dish pit
  6. Return to find next table to clear

What good looks like:

DON'T:

Polite phrase to use: "Hi, may I clear these for you? / Would you like me to take these empty glasses?"

TASK 2: Wet Floors - IMMEDIATE PRIORITY

Why this is critical:

What to do when you see ANY liquid on floor:

  1. Stop what you're doing
  2. Get mop or cloth IMMEDIATELY
  3. Wipe up spill completely
  4. Check nearby areas (spills spread)
  5. If floor is still slippery after wiping, tell Kop (might need floor cleaner)

Common wet floor locations:

What good looks like:

If major spill (whole drink, beer bottle):

  1. Put "WET FLOOR" sign if we have one
  2. Clean it thoroughly
  3. Remove sign when dry

TASK 3: Deal with Broken Glass IMMEDIATELY

Why this is critical:

When glass breaks:

  1. DO NOT use your hands
  2. Tell nearby people: "Careful, broken glass"
  3. Get broom and dustpan IMMEDIATELY
  4. Sweep up ALL glass (big pieces and tiny pieces)
  5. Put glass in separate bag marked "GLASS" (not in regular rubbish)
  6. Wipe floor with wet mop after sweeping (catches tiny pieces)
  7. Check area carefully - walk around slowly looking for any missed pieces

Where glass often breaks:

What good looks like:

TASK 4: Clear Rubbish Bins

When to empty bins:

Bin locations:

How to do it:

  1. Get fresh bin bags from storage
  2. Tie full bag securely (don't let rubbish fall out)
  3. Take to external rubbish area
  4. Put fresh bag in bin
  5. Return to next bin

What good looks like:

Special handling:

TASK 5: Wipe Bar Tops

When to wipe:

How to do it:

  1. Get clean cloth from under bar
  2. Spray bar cleaner on cloth (not directly on bar - might spray drinks)
  3. Wipe entire bar top section
  4. Pay attention to sticky spots
  5. Get fresh cloth when current one gets too dirty

What good looks like:

Where to focus:

TASK 6: Restock Toilets

What to check every 30 minutes:

How to restock:

  1. Bring supplies from storage
  2. Check each toilet (men's and women's)
  3. Replace empty toilet rolls
  4. Refill soap dispensers
  5. Quick wipe of sinks if dirty
  6. Empty small rubbish bins if full

What good looks like:

If toilet is blocked or major mess:

TASK 7: Check and Clean Smoking Area

How often: Every hour during service

What to check:

How to empty ashtrays during service:

  1. Make sure cigarettes are completely out (not smouldering)
  2. Tip ashtray into bin
  3. Wipe ashtray if sticky
  4. Return to smoking area

What good looks like:

TASK 8: Always Wash Dishes

This is continuous during service:

How to stay on top of dishes:

  1. Check dish pit every 10-15 minutes
  2. If more than 20 glasses waiting, stop what you're doing and wash
  3. Load dishwasher properly (don't overload)
  4. Run dishwasher when full
  5. Unload clean glasses immediately
  6. Put away in correct locations

Glass types and where they go:

What good looks like:

IMPORTANT:

TASK 9: Restock Fridges (FIFO Method)

When to restock:

FIFO = First In, First Out

How to restock properly:

  1. Go to walk-in fridge
  2. Get products that are running low at bar
  3. Open bar fridge
  4. Put cold drinks on RIGHT side (ready to sell)
  5. Put warm drinks on LEFT side (need time to get cold - restock area)
  6. Move cold drinks from left to right as they chill
  7. When restocking right side (cold area):
    • Pull existing stock forward
    • Place new stock behind it
    • SHOW THE BRAND - labels facing forward so customers see what beer it is

What good looks like:

Products that run out fastest:

Tell Fai immediately if:

TASK 10: Clear Live Hall Tables

When to do this:

How to do it:

  1. Wait for appropriate moment (end of song/set)
  2. Move quickly with tray
  3. Clear empties from tables
  4. Don't interrupt people watching the band
  5. Be quiet (don't drop glasses during quiet parts)

What good looks like:

DON'T:

TASK 11: Remove Outside Alcohol

The rule: No outside alcohol allowed in Speakerbox

How to identify outside alcohol:

How to handle it politely:

What to say: "Hi, I'm sorry but we can't allow outside drinks in the venue. We have [same product] available at the bar. Would you like me to get you one?"

If they refuse:

  1. Stay polite but firm
  2. Explain it's venue policy
  3. Offer to hold their drink outside until they leave
  4. If they still refuse, tell Kop or security

What to say if angry: "I understand, but it's our venue policy for licensing reasons. I can get the manager to explain if you'd like?"

What good looks like:

DON'T:

Things Lying Around - Clear Trip Hazards

What to look for:

What to do:

  1. Move bags to safer location (under tables, out of walkways)
  2. Tell Kop if cables need taping
  3. Push chairs back in
  4. Report broken equipment to Kop
  5. Keep walkways clear

What good looks like:

Priorities When It Gets Busy

When venue is PACKED and you can't do everything:

Priority 1 (Safety - Do First):

  1. Wet floors
  2. Broken glass
  3. Trip hazards

Priority 2 (Customer Experience):

  1. Clear tables
  2. Wipe bar tops
  3. Empty bins that are overflowing
  4. Toilet supplies

Priority 3 (When You Have Time):

  1. Restock fridges
  2. Wash dishes
  3. Smoke area maintenance

Mental rule: Safety first, customer comfort second, everything else when you can.

Working With Bartenders

Your job is to make their job easier:

Communication:

What good looks like:

Common Mistakes

Mistake #1: Standing still, not observing

Mistake #2: Cleaning one area too much, ignoring others

Mistake #3: Not clearing broken glass immediately

Mistake #4: Arguing with customers about outside alcohol

Mistake #5: Overfilling rubbish bags

Emergency Situations

Customer injured (slip, cut, etc.)

  1. Call for Kop or Fai immediately
  2. Don't move injured person
  3. Get first aid kit if asked
  4. Stay calm

Fight or aggressive customer

  1. Get security immediately
  2. Stay back, don't get involved
  3. Clear other customers away if possible
  4. Let security/management handle it

Fire or smoke

  1. Sound alarm
  2. Tell manager immediately
  3. Help customers exit if safe to do so
  4. Don't try to fight fire yourself unless tiny and you're trained

Tips for New Barbacks

First few shifts:

How to get faster:

Physical tips:

Most important:

Emergency Contacts

If something breaks or you need help:

Issue Type Contact Phone
Customer issues Fai or Security [Insert number]
Broken equipment Kop [Insert number]
Emergency Eddie [Insert number]

Version Control

Version Date Updated By What Changed
1.0 30/12/2024 Aaron Initial creation from Fai's notes
       
       

Last Reviewed: 30/12/2024
Next Review Due: 30/03/2025 (review every 3 months)
Document Owner: Fai (Bar Manager)

Table Service Procedure

Time Required: Ongoing throughout event
Who Does This: Designated bar staff or barback
When: Jazz Jam, Blues Jam, Funk the Box, or other seated events
Device: Sumni P2SE Handheld POS

Quick Reference - The Basic Loop

This is what you do continuously throughout the event:

THE 5-MINUTE CYCLE:

  1. Scan tables → Look for empty glasses/bottles
  2. Approach customer → "Hi, can I clear this for you? Would you like another drink?"
  3. Take order → Use handheld POS, process payment
  4. Go to bar → Tell bartender order, collect drinks
  5. Deliver drinks → Return to same table immediately
  6. Repeat → Move to next table, start cycle again

KEY RULE: Point-to-point service

DO NOT take orders from multiple tables then go to bar - this gets confusing

When We Use Table Service

Events where we set up table service:

Why we do this:

How you know it's a table service night:

BEFORE SERVICE STARTS (Setup)

Equipment Check

What you need: ☐ Sumni P2SE handheld POS (charged, powered on)
☐ Serving tray
☐ Bar towel (for wiping spills on tray)
☐ Backup handheld charged and in office (just in case)
☐ Manual PromptPay QR card (backup if WiFi fails)

Where to get handheld POS:

Handheld POS check:

  1. Turn on device
  2. Check battery (should be 80%+ at start of shift)
  3. Open GPOS app
  4. Check WiFi connected (WiFi icon in top corner)
  5. Test by adding a product and canceling (make sure it works)

If device won't turn on or app won't open: Get backup device from office OR tell Fai immediately

Know Your Table Numbers

Table numbering system:

Walk around and memorize table locations before service starts - makes everything faster

THE TABLE SERVICE WORKFLOW (Step-by-Step)

STEP 1: Scan Tables & Identify Opportunities (Continuous)

What you're looking for:

How to prioritize:

  1. Tables with empties (highest priority - they've finished drinks)
  2. Tables you haven't checked recently
  3. Tables flagging you down

What good looks like:

STEP 2: Approach Customer & Offer Service

This is the part staff find hardest - here's exactly what to say:

Opening line (when clearing empties):

"Hi! Can I clear these for you? Would you like another drink?"

If customer says YES:

"Great! What can I get you?"

If customer says NO:

"No problem, just wave me down if you need anything!"

If customer looks uncertain:

"We have [mention 2-3 popular drinks: Chang, Singha, cocktails] - what sounds good?"

If table is full (no empties yet):

"Hi, just checking in - can I get you anything? Another round?"

CONFIDENCE TIPS:

What if they ignore you?

What if they're rude?

STEP 3: Take Order on Handheld POS

Device location: You should have it on you or nearby (don't leave it at bar while doing table service)

How to take order on Sumni P2SE:

  1. Pick up handheld device

  2. Wake up screen (tap screen if sleeping)

  3. GPOS app should be open (if not, tap GPOS icon)

  4. Search for product:

    • Option A: Use search bar at top (type "Chang" → tap result)
    • Option B: Browse category menu (Beer → Chang → tap)

  5. Add product to order:

    • Tap product once
    • It appears in order list on right side of screen
    • Check price is correct

  6. Modify if needed:

    • Customer says "no ice"? → Tap product → Add note "No ice"
    • Customer wants extra lime? → Tap product → Add note "Extra lime"

  7. Add multiple drinks:

    • Keep adding products until order is complete
    • Order list shows all items

  8. Customer wants to add to existing tab?

    • Customer should have TAB CARD (T001-T024)
    • Ask: "Can I see your tab card?"
    • On handheld: Tap "Open Tab" button
    • Select table number from list OR search by tab number
    • Add drinks to existing order
    • Skip to Step 4 (don't process payment - tab stays open)

  9. Review order with customer:

    • Read back: "So that's 2 Chang, 1 Mojito, correct?"
    • Let them confirm
    • Make any changes if needed

  10. Process payment:

STEP 4: Process Payment

Two payment options: PromptPay or Cash

OPTION A: PromptPay QR (Most Common)

How to do it:

  1. On handheld, tap "PromptPay" button
  2. Device generates QR code on screen
  3. Turn device to show customer the QR code
  4. Say: "Please scan this QR code to pay [amount] baht"
  5. Customer scans with their banking app
  6. WAIT - device will beep and show "PAYMENT SUCCESS" when confirmed
  7. IMPORTANT: Don't move to next step until you see "PAYMENT SUCCESS"
    • Takes 5-10 seconds
    • If takes longer than 30 seconds, customer might not have confirmed payment
    • Ask: "Have you confirmed payment on your app?"

What good looks like:

If QR code won't generate:

OPTION B: Cash

How to do it:

  1. On handheld, tap "Cash" button
  2. Customer hands you cash
  3. Enter amount received (device calculates change)
  4. Device shows change amount
  5. Tell customer: "Your change is [amount] baht"
  6. Go to bar to get change from till
  7. Return to customer with change + drinks

What good looks like:

If you don't have change:

OPTION C: Add to Existing Tab (Credit Card Hold)

When customer has tab card:

  1. Customer shows you TAB CARD (T001-T024)
  2. On handheld: Tap "Open Tab"
  3. Select table number OR search tab number
  4. Add drinks to existing tab
  5. Say: "Added to your tab! I'll bring your drinks shortly"
  6. DO NOT process payment - tab stays open
  7. Customer will close tab at bar later

IMPORTANT: Tab cards require credit card hold

What good looks like:

If customer lost tab card:

STEP 5: Go to Bar & Collect Drinks

What to do:

  1. Walk to bar with any empty glasses/bottles from table
  2. Place empties in dish pit (don't leave them on bar)
  3. Tell bartender the order verbally:
    • "I need 2 Chang, 1 Mojito for table service"
  4. Wait at bar OR make drinks yourself if bar is quiet and you're trained
  5. Collect drinks when ready
  6. Use serving tray (don't try to carry more than 3-4 drinks)

What good looks like:

If bartender is swamped:

If you can make drinks yourself:

STEP 6: Deliver Drinks to Table

Point-to-point service: Go directly back to the table you just took order from

How to do it:

  1. Carry tray carefully (watch for obstacles, wet floors)
  2. Go straight to customer's table (don't stop at other tables)
  3. Place drinks on table:
    • "Here's your 2 Chang and Mojito, enjoy!"
  4. Ask if they need anything else:
    • "Anything else I can get you?"
  5. If no: "Great, I'll check back in a bit!"
  6. Move away and start cycle again

What good looks like:

If you drop tray:

STEP 7: Repeat the Cycle

Now move to next table and start again:

Timing:

TROUBLESHOOTING

Problem: Handheld POS battery dying mid-shift

What you'll see: Battery icon shows red, low battery warning

Fix:

  1. Get backup handheld from office (should be charged)
  2. Swap devices
  3. Put dying device on charge at bar (charging cable at Live House POS station)
  4. Continue service with backup
  5. Tell Fai so device can fully charge for next shift

Problem: WiFi connection drops

What you'll see: WiFi icon disappears, "No connection" message

Fix:

  1. GPOS works offline - continue taking orders
  2. Orders will sync when WiFi returns
  3. For PromptPay: Use manual PromptPay QR card (backup)
  4. Tell Kop WiFi is down (he'll restart router if needed)

Problem: Customer disputes bill

What you'll see: Customer says "I didn't order that" or "Price is wrong"

Fix:

  1. Stay calm and polite: "Let me check the order for you"
  2. Show handheld screen with itemized order
  3. If you made mistake: "You're right, let me fix that"
  4. If customer made mistake: "This is what we recorded - would you like me to get my manager?"
  5. Never argue - get Fai or bar manager to handle

For tab disputes:

Problem: Customer wants to split bill

What you'll see: "Can we split this?" or "I'll pay for mine, he'll pay for his"

Fix:

  1. Before taking order: Ask "Separate bills or together?"
  2. Process each person's order separately on handheld
  3. Generate separate PromptPay QR for each person
  4. If already combined: "I can take you to the bar to split it properly"

Problem: Handheld app freezes or crashes

What you'll see: Screen frozen, app not responding

Fix:

  1. Force close app:
    • Press home button
    • Swipe up to close GPOS app
    • Reopen app
  2. If still frozen:
    • Restart device (hold power button)
  3. If won't restart:
    • Get backup device
    • Tell Fai

Problem: QR code won't generate for PromptPay

What you'll see: Blank QR screen, error message

Fix:

  1. Check WiFi connection (top corner of screen)
  2. Try closing and reopening order
  3. Use manual PromptPay QR card (backup option):
    • Customer scans backup QR
    • Customer manually enters amount
    • Customer pays
    • You verify payment on their screen
  4. Process order as "Cash" in system (document it)
  5. Tell Fai so POS can be fixed

Problem: Printer not working (future feature)

What you'll see: Can't print drink ticket for bar

Current situation: We don't print tickets yet - you tell bartender verbally

When printer feature is enabled:

Problem: Customer moved tables after ordering

What you'll see: Can't find customer at original table

Fix:

  1. Look around venue (they probably didn't go far)
  2. Ask nearby tables: "Did you see where these people went?"
  3. If you find them: "Here are your drinks! Just so you know, if you move tables please let us know"
  4. If you can't find them: Tell bar manager (possible walkout)

This shouldn't happen because:

Problem: Customer wants cocktail not on menu

What you'll see: "Can you make me a [obscure cocktail]?"

Fix:

  1. "Let me check with the bartender if we can make that"
  2. Go to bar, ask bartender
  3. If yes: Take order normally
  4. If no: Return to customer "Sorry, we don't have ingredients for that. Can I suggest [similar drink]?"

INTEGRATION WITH TAB SYSTEM

Customer has existing tab (opened at bar)

They should have TAB CARD (T001-T024)

How it works:

  1. Customer shows you tab card
  2. On handheld: "Open Tab" → select tab number
  3. Add drinks to tab
  4. No payment needed (already on tab)
  5. Drinks made and delivered
  6. Customer closes tab at bar when leaving

What good looks like:

Customer wants to open NEW tab via table service

REQUIREMENT: CREDIT CARD ONLY (not debit)

How it works:

  1. Customer asks: "Can I open a tab?"
  2. You: "Sure! I'll need your credit card"
  3. Take credit card to bar
  4. Bar staff:
    • Swipes/holds card
    • Gives you TAB CARD (T001-T024)
  5. Return to customer with tab card
  6. Now take drink order and add to tab
  7. Customer keeps tab card for rest of night
  8. Customer closes tab at bar when leaving

Why credit card only:

What good looks like:

If customer only has debit card:

Customer opened tab at bar, now wants table service

They should already have TAB CARD

How it works:

  1. Customer shows you tab card
  2. On handheld: "Open Tab" → find their tab
  3. Add drinks
  4. Deliver drinks
  5. Tab stays open

Easy integration - no special steps needed

TIPS FOR EFFICIENT TABLE SERVICE

Physical Efficiency

Carry multiple empties at once:

Plan your route:

Use dead time wisely:

Stay organized:

Customer Service Tips

Be proactive, not reactive:

Upsell naturally:

Remember repeat customers:

Keep it friendly:

Speed vs Quality

Prioritize:

  1. Safety (don't spill, don't drop, watch where you're going)
  2. Accuracy (right drinks to right table)
  3. Speed (fast is good, but not at expense of 1 & 2)

When venue is busy:

When venue is quiet:

TRAINING NOTES FOR NEW STAFF

First Time Table Service

Before event starts:

During event:

After event:

Common Beginner Mistakes

Mistake #1: Hesitating to approach customers

Mistake #2: Taking orders from multiple tables then going to bar

Mistake #3: Forgetting to wait for PromptPay confirmation

Mistake #4: Overloading serving tray

Mistake #5: Not clearing empties when taking new order

Skills That Improve With Experience

Be patient with yourself - first few shifts are awkward, gets easier quickly

EQUIPMENT MAINTENANCE

Handheld POS Care

Daily:

Weekly:

Never:

Serving Tray Care

After each shift:

Check for:

END OF SHIFT

Close Out Procedure

  1. Return handheld POS to charging station in office
  2. If you handled cash: Give to bar manager/Fai
  3. Clean serving trays (wash and dry)
  4. Report any issues: Device problems, customer complaints, etc.
  5. Check tables one final time (clear any remaining glasses)

What to Report to Manager

CUSTOMER SERVICE SCRIPTS

Opening Scripts

Clearing empties:

"Hi! Can I take these for you? Would you like another drink?"

Proactive approach:

"Hi there! Can I get you anything to drink?"

When they look interested:

"What can I get for you?"

Upselling Scripts

After first drink:

"Everything tasting good? Can I get you another round?"

When they order one:

"Just one? Can I get you anything else?"

"Our [specific cocktail] is really popular tonight, would you like to try one?"

Closing Scripts

When they decline:

"No problem! Just wave me down if you need anything."

After delivery:

"Here you go! Let me know if you need anything else."

Encouraging tab:

"Are you staying for the whole show? I can set up a tab for you if that's easier?"

VERSION CONTROL

Version Date Updated By What Changed
1.0 30/12/2024 Aaron Initial creation
       
       

Last Reviewed: 30/12/2024
Next Review Due: 30/03/2025 (review every 3 months)
Document Owner: Fai (Bar Manager)

EMERGENCY CONTACTS

Issue Type Contact Phone
Device/technical issues Kop [Insert number]
Customer issues Fai / Security [Insert number]
Emergency Eddie [Insert number]

Tab System Workflow

Time Required: 2-3 minutes to open tab, 1 minute to add orders, 3-5 minutes to close tab
Who Does This: Bar staff at Speakeasy bar or Live bar
When: Customer requests to open a tab for multiple orders
System: GPOS POS system, T001-T024 tab cards, credit card holder

Quick Reference - The Tab System At A Glance

OPENING A TAB:

  1. Customer asks to open tab
  2. Request CREDIT CARD ONLY (not debit) and check expiry date
  3. Find next available TAB card (T001-T024) in book
  4. Place credit card in matching numbered slot
  5. Give TAB card to customer
  6. Open table in POS (Menu > Tables > Bar Tab > tap table number)
  7. Take and serve initial order

ADDING TO TAB:

  1. Customer presents TAB card
  2. Open table in POS (Menu > Tables > Bar Tab > tap table number)
  3. Add drinks to order
  4. Hit Save
  5. Serve drinks

CLOSING TAB:

  1. Customer says "close tab" and returns TAB card
  2. Open table in POS > tap Total > tap Print
  3. Get credit card from matching slot in book
  4. Show printed bill to customer
  5. Ask "How would you like to pay?"
  6. Process payment (cash/PromptPay/credit card)
  7. Tab auto-closes when payment completes
  8. Return credit card and receipt to customer
  9. Put TAB card back in book slot

WHY WE USE TABS

Benefits for customers:

Benefits for venue:

When to suggest tabs:

EQUIPMENT & LOCATION

Physical Components

TAB Card Holder (The "TAB Book"):

TAB Cards:

Credit Card Storage:

Visual System:

Security:

POS System

Location in POS:

Visual Display:

How to tell which tabs are active:

  1. Look at TAB book (empty slots = active tabs)
  2. Look at POS screen (non-grey tables = active)

OPENING A TAB (Step-by-Step)

STEP 1: Customer Requests Tab

Customer says:

"Can I open a tab?"

You respond:

"Sure! I'll need your credit card to hold."

STEP 2: Verify Credit Card (CRITICAL)

What to check:

  1. Card type: MUST be CREDIT CARD, NOT debit card
  2. Expiry date: Card must not be expired
  3. (Best practice): Check ID matches card name if possible

How to identify credit card vs debit:

If customer only has DEBIT CARD:

"Sorry, we only accept credit cards for tabs to guarantee payment. You can pay for each order with cash or PromptPay instead."

Why credit cards only:

If card is EXPIRED:

"Sorry, this card is expired. Do you have a different credit card?"

What good looks like:

STEP 3: Find Next Available TAB Card

How to find available card:

  1. Look at TAB book holder
  2. Find first slot that has TAB card in it (not a credit card)
  3. This means that tab number is available
  4. Note the number (e.g., T007)

Visual check:

If all slots have credit cards (all tabs in use):

STEP 4: Store Credit Card

How to do it:

  1. Take customer's credit card
  2. Remove TAB card from matching numbered slot (e.g., T007)
  3. Place credit card in that slot
  4. Make sure it's secure and fully in slot

IMPORTANT:

What good looks like:

STEP 5: Give TAB Card to Customer

What to say:

"Here's your tab card number [T007]. Please keep this with you and show it whenever you order. You'll need to return it when closing your tab."

Customer instructions:

What good looks like:

STEP 6: Open Tab in POS

How to open tab:

  1. Open POS
  2. Tap: Menu
  3. Tap: Tables
  4. Tap: Bar Tab
  5. Visual canvas appears showing all tables T001-T024
  6. Find the matching table number (e.g., T007)
    • Should show GREY (not in use)
  7. Tap the table number once
  8. Enter number of people (customer party size)
    • Example: Customer alone = 1, Couple = 2, Group = however many
  9. Tap: Save

What good looks like:

If table shows RED or ORANGE instead of GREY:

STEP 7: Take Initial Order

Now take and serve their first order:

  1. Ask: "What can I get you to start?"
  2. Add drinks to the order on POS
  3. Hit Save
  4. Make/collect drinks
  5. Serve customer

The tab is now active and ready for them to use all night

What good looks like:

ADDING TO AN EXISTING TAB (Step-by-Step)

Customer Returns to Order

Customer approaches bar and shows TAB card

You say:

"What can I get you?"

STEP 1: Open Tab in POS

How to do it:

  1. Open POS
  2. Tap: Menu
  3. Tap: Tables
  4. Tap: Bar Tab
  5. Find the matching table number from customer's TAB card
    • Example: Customer shows T007 → find T007 on screen
    • Should show RED (unpaid orders) or GREEN (open but empty)
  6. Tap the table number once
  7. Table opens showing any existing orders

What good looks like:

STEP 2: Add Drinks to Order

How to do it:

  1. Take customer's order verbally
  2. Add products to POS (same as normal order process)
  3. Products appear in order list
  4. Review with customer if needed

You can add drinks from either bar:

What good looks like:

STEP 3: Save Order

How to do it:

  1. Tap: Save button
  2. Order is now added to tab
  3. Table status updates to RED (unpaid orders)

What happens:

What good looks like:

STEP 4: Serve Drinks

Make or collect drinks and serve customer:

"Here you go! Just show your TAB card when you want to order again."

Customer continues to hold TAB card until they're ready to close tab

CLOSING A TAB (Step-by-Step)

STEP 1: Customer Requests to Close Tab

Customer says:

"Can I close my tab please?"

You respond:

"Sure! Can I have your TAB card?"

Customer must return TAB card to you

STEP 2: Open Tab and Print Bill

How to do it:

  1. Look at TAB card number (e.g., T007)
  2. Open POS
  3. Tap: Menu
  4. Tap: Tables
  5. Tap: Bar Tab
  6. Find matching table number (T007)
    • Should show RED (unpaid orders)
  7. Tap the table number once
  8. Table opens showing all orders
  9. Tap: Total (bottom of screen)
  10. Payment screen appears showing full total
  11. Tap: Print

What happens:

What good looks like:

STEP 3: Retrieve Credit Card from Holder

How to do it:

  1. Look at TAB card number customer returned (e.g., T007)
  2. Go to TAB book holder
  3. Find matching numbered slot (T007)
  4. Remove credit card from that slot
  5. Keep TAB card in your hand (don't put it back yet)

CRITICAL:

What good looks like:

STEP 4: Show Bill to Customer

Present printed bill:

"Here's your bill - total is [amount] baht. Please review it and let me know if everything looks correct."

Give customer time to review:

If customer disputes something:

If customer confirms it's correct:

"Great! How would you like to pay today?"

STEP 5: Process Payment

Three payment options:

OPTION A: Credit Card (Original Card or Different Card)

Customer can pay with:

How to do it:

  1. Take credit card (theirs or different one)
  2. Insert or tap card on EDC machine
  3. Wait for approval
  4. Receipt prints from EDC
  5. Tab automatically closes in POS
  6. Give customer their credit card(s) and receipt

What good looks like:

OPTION B: PromptPay QR

Customer wants to pay via PromptPay:

  1. In POS payment screen, tap PromptPay
  2. QR code generates
  3. Customer scans and pays
  4. Wait for "Payment Success" confirmation
  5. Tab automatically closes
  6. Give customer their credit card and receipt

What good looks like:

OPTION C: Cash

Customer pays with cash:

  1. In POS payment screen, tap Cash
  2. Customer gives you cash
  3. Enter amount received
  4. POS calculates change
  5. Give customer change from till
  6. Tab automatically closes
  7. Give customer their credit card and receipt

What good looks like:

OPTION D: Split Payment

Customer wants to split payment (Example: "I'll pay 500 baht, my friend will pay the rest")

How to do it:

  1. In payment screen, tap Split button
  2. Enter first amount (500 baht)
  3. Process first payment (PromptPay/cash/card)
  4. POS automatically shows remaining balance
  5. Process second payment
  6. Tab closes when all payments complete

What good looks like:

STEP 6: Return Credit Card to Customer

CRITICAL STEP - DON'T FORGET THIS:

"Here's your credit card and receipt. Thank you!"

Hand customer:

Common mistake: Forgetting to return credit card

STEP 7: Return TAB Card to Book

Final step:

  1. Take TAB card (still in your hand)
  2. Go to TAB book holder
  3. Find the matching numbered slot (should be empty now)
  4. Place TAB card back in slot

What good looks like:

Tab is now closed and ready to be used again

TROUBLESHOOTING

Problem: Customer Lost TAB Card

What customer says:

"I lost my TAB card / I can't find it"

Fix:

  1. Stay calm: "No problem, let me find your tab"
  2. Ask customer's name
  3. Go to TAB book - look through credit cards in slots
  4. Match customer's name on credit card
  5. Note the TAB card number from slot
  6. You now know which tab to access

Option A: Continue with same tab number

Option B: Move to new tab number (if card lost early in night)

  1. Find new available TAB card
  2. Open new tab in POS
  3. Move existing orders to new tab (if possible) OR
  4. Close old tab, open new tab with their credit card
  5. Give them new TAB card

What good looks like:

What if someone finds lost card and tries to order:

Problem: Customer Leaves Without Closing Tab (Walkout)

How you know:

Who handles this: Bar Manager or Supervisor only

Procedure:

  1. Verify tab is genuinely unpaid (check POS)
  2. Print the bill
  3. Get credit card from slot
  4. Process payment by tapping/inserting credit card
  5. If card approves: Close tab, print receipt, store receipt safely
  6. If card declines: See next section

Store receipt in case customer returns:

What good looks like:

Problem: Credit Card Declines at End of Night

When this happens:

Who handles this: Bar Manager or Supervisor

Procedure:

  1. Try card 2-3 times (might be temporary issue)
  2. If still declines, check if customer is known regular
  3. If known customer:
    • Store credit card safely
    • Contact customer next day: "Your card declined, please come settle your tab"
    • Most regulars will return and pay
  4. If unknown customer:
    • Document incident: Date, tab number, total amount, card details (photo)
    • Report to manager/Eddie
    • Consider police report if amount is large
    • Flag customer (don't allow tab in future)

What good looks like:

Prevention:

Problem: Customer Disputes Bill

What customer says:

"I didn't order this" or "This price is wrong" or "This total is too high"

Fix:

  1. Stay calm and polite: "Let me check that for you"
  2. Show them printed bill - review each item together
  3. Show them POS screen - itemized list with timestamps
  4. If they're right (genuine mistake):
    • "You're absolutely right, let me fix that"
    • Remove incorrect item: In POS, find item, tap Remove
    • Recalculate total
    • Reprint bill
  5. If they're wrong (trying to dispute valid charges):
    • "This is what we have recorded across both bars"
    • Stay firm but polite
    • Get manager if customer pushes back

Who handles disputes: Manager or Supervisor

Removing items from bill:

What good looks like:

Problem: Customer Wants to Keep TAB Card as Souvenir

What customer says:

"Can I keep this card? It's cool!" or "Can I buy this?"

Fix:

"Sorry, we need it back for our system. But you're welcome to take a photo of it!"

Why they can't keep it:

If customer insists:

What good looks like:

Problem: Tab Card Damaged or Wet

What customer returns:

Card is bent, ripped, covered in beer, etc.

Fix:

  1. Accept damaged card
  2. Note the number
  3. Close tab as normal
  4. After customer leaves: Assess damage
  5. If still usable: Wipe clean, return to slot
  6. If destroyed:
    • Remove from system
    • Tell manager (need to order replacement)
    • Print new number sticker when card arrives
    • We now have 23 cards instead of 24 (note in logbook)

What good looks like:

Problem: Multiple People Sharing One Tab

What customer says:

"We're sharing this tab" or "Add this to our group tab"

Fix: Allowed - as long as we have ONE credit card:

  1. Multiple people can order using same TAB card
  2. They show card when ordering at either bar
  3. One person's credit card is held
  4. When closing tab, they can split payment if wanted
  5. Credit card returned to person who opened tab

How to split payment at end:

What good looks like:

What if group wants multiple separate tabs:

Problem: All 24 Tabs Are In Use

What you see:

How to check:

Fix:

"Sorry, all our tabs are currently in use right now. You can pay per order with PromptPay or cash, or wait a few minutes and I'll let you know when one becomes available."

Most customers will:

Very rare scenario:

Tell manager:

Problem: Customer Presents Debit Card at Opening

What customer says:

"Here's my card" (and it's a debit card)

Fix:

"Sorry, we only accept credit cards for tabs because we need to be able to charge the card if you forget to close your tab. Debit cards require a PIN which you won't be here to enter. Do you have a credit card instead?"

If customer doesn't have credit card:

"No problem! You can pay for each order with PromptPay or cash instead."

Why we refuse debit cards:

What good looks like:

Problem: Foreign Credit Card

Customer presents card from another country:

Fix:

May have higher decline rate:

What good looks like:

Problem: Card Expiry Check

When opening tab, card is expired:

Fix:

"Sorry, this card expired in [month/year]. Do you have a different credit card?"

Why we check expiry:

When to check:

What good looks like:

INTEGRATION WITH OTHER SYSTEMS

Using Tab with Table Service

Customer opens tab at bar, then sits at table:

When table service staff approaches:

  1. Customer shows TAB card
  2. Staff opens tab in POS (Menu > Tables > Bar Tab > select table)
  3. Add drinks to tab
  4. Hit Save
  5. Deliver drinks

All drinks from table service go on same tab

Tab Across Both Bars

Customer opens tab at Speakeasy bar:

Customer orders at Live bar:

When closing:

What good looks like:

Staff Drinks Tab (Separate System)

Staff have their own tab:

Staff do NOT use TAB cards:

Why separate:

What good looks like:

END OF NIGHT PROCEDURES

Closing Down the Bar

Before leaving:

  1. Check POS Bar Tab screen
  2. Verify all tabs are closed (all tables show GREY)
  3. Check TAB book - all slots should have TAB cards (not credit cards)
  4. If any tabs still open, follow walkout procedure

Who does this: Person closing shift (usually Bar Manager)

Reconciling Tabs

What to check:

  1. TAB book matches POS screen
  2. All TAB cards accounted for (should have all 24)
  3. No credit cards left in slots
  4. Any walkout receipts documented and stored

If TAB card missing:

What good looks like:

Walkout Documentation

If you had to charge credit cards for walkouts:

Document:

Store receipts:

What good looks like:

TIPS FOR EFFICIENT TAB MANAGEMENT

Speed Tips

Opening tabs faster:

Adding to tabs faster:

Closing tabs faster:

Customer Service Tips

Suggest tabs proactively:

Communication:

Make it easy:

Preventing Problems

Double-check credit card slot:

Check expiry dates:

Return credit cards:

Watch for debit cards:

TRAINING NOTES FOR NEW STAFF

First Time Opening Tab

Before shift:

During shift:

After shift:

Common Beginner Mistakes

Mistake #1: Accepting debit cards

Mistake #2: Forgetting to return credit card

Mistake #3: Mixing up credit card slots

Mistake #4: Not checking expiry dates

Mistake #5: Forgetting to give customer TAB card

How Long to Learn

Basic competency: 5 minutes instruction + 3 supervised attempts Full confidence: 5-10 tabs over 2-3 shifts Expert level: 20+ tabs

It's easy once you understand the flow - don't stress if first few attempts feel slow

SECURITY & FRAUD PREVENTION

Preventing Staff Fraud

Staff drinks tab:

POS tracking:

Cash handling:

What good looks like:

Preventing Customer Fraud

Credit card verification:

Signature check:

Card storage security:

What good looks like:

Lost Credit Card Liability

If customer's credit card goes missing from our storage:

Prevention:

COMMON QUESTIONS

"Can I open tab with my friend's credit card?"

Answer:

"Sure, as long as they're here to authorize it. The card holder needs to be present when opening the tab."

Why: Prevents stolen card usage

"Can we have separate tabs?"

Answer:

"Yes! Each of you will need your own credit card, and you'll each get a TAB card."

Process: Open multiple tabs, one for each person

"Can I add my friend's drinks to my tab?"

Answer:

"Sure! Just show your TAB card when ordering for them."

Process: Add all drinks to one tab, split payment if needed at end

"What if I lose my TAB card?"

Answer:

"No problem! Come find me and I'll look up your tab by your name on the credit card."

Process: See "Troubleshooting: Customer Lost TAB Card"

"Can I close my tab and open a new one?"

Answer:

"Of course! Let me close this one first, then we can open a fresh tab."

Why someone might want this:

Process: Close tab normally, then open new tab

"I forgot to close my tab last night"

Answer:

"No problem! Let me check if we closed it for you."

Process:

What good looks like:

VERSION CONTROL

Version Date Updated By What Changed
1.0 30/12/2024 Aaron Initial creation
       
       

Last Reviewed: 30/12/2024
Next Review Due: 30/03/2025 (review every 3 months)
Document Owner: Fai (Bar Manager)

EMERGENCY CONTACTS

Issue Type Contact Phone
Tab system technical issues Kop [Insert number]
Customer disputes Fai / Manager [Insert number]
Card declined / walkout Bar Manager / Eddie [Insert number]
Fraud / stolen card Eddie / Police [Insert number]
Emergency Eddie [Insert number]

APPENDIX: VISUAL QUICK REFERENCE

POS Color Code System

Color Status What It Means Action Needed
GREY Not in use Tab available Can open new tab
GREEN Open, no orders Tab active but empty Ready for orders
RED Unpaid orders Tab has drinks on it Normal - customer still drinking
ORANGE Bill printed Ready to close Process payment

Tab Opening Checklist

☐ Customer requests tab
☐ Check card is CREDIT (not debit)
☐ Check card NOT EXPIRED
☐ Find available TAB card in book
☐ Store credit card in matching slot
☐ Give TAB card to customer
☐ Open table in POS (Menu > Tables > Bar Tab > tap table)
☐ Enter party size
☐ Save
☐ Take initial order

Tab Closing Checklist

☐ Customer returns TAB card
☐ Open tab in POS
☐ Tap Total
☐ Tap Print
☐ Get credit card from matching slot
☐ Show printed bill to customer
☐ Ask payment method
☐ Process payment
☐ Return credit card to customer (DON'T FORGET!)
☐ Return TAB card to book slot

End of Night Checklist

☐ All tabs closed (POS shows all GREY)
☐ TAB book has all 24 cards (no credit cards left)
☐ Any walkout receipts documented
☐ TAB book stored securely
☐ Any issues reported to manager

END OF TAB SYSTEM WORKFLOW SOP