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]
Revision #1
Created 2025-12-30 07:57:50 UTC by Aaron Winning
Updated 2025-12-30 08:02:49 UTC by Aaron Winning