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

Revision #1
Created 2025-12-30 09:53:21 UTC by Aaron Winning
Updated 2025-12-30 09:53:39 UTC by Aaron Winning