Department: Position: Module 3

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Bar Task.3.10

Standard Operating Procedures Manual

MODULE: 3 Bar SUPPORT MATERIALS

 Reference LQE, Richey, Coyle, Synovate,
Gap
TASK: 3.10 Billing procedures  Any session support materials required or
instructions to trainers

ATTENTION Prepare colleagues for the training

What How to correctly follow the billing procedures according to MOHG standards.

Interest In the USA alone – how much do you think they lose every year through credit card fraud? Nearly 1 billion USD are lost due to credit card
fraud in the US alone every year. This is one reason why we have to be very careful and accurate with our billing procdure

Need This will develop your professional skills. It is an important task and you will do it on a daily basis. We need to ensure we ar eaccurtae for
the guest and the hotel – otherwise it looks bad on us.

First Issued: 22/10/2008 CONFIDENTIAL Page 1 of 7

Revised: DN/PB/LV © 2008 Mandarin Oriental Hotel Group
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Bar Task.3.10

BREAKDOWN Demonstrate and explain the steps and standards, allowing the trainee to practice at intervals
PROCEDURE STEPS QUESTIONS STANDARDS KEY

Billing procedures How should billing- transactions be  Each transaction must be handled efficiently,
handled? correctly and in a proficient and tactful
manner.
 Staff must have a thorough understanding of
standard billing procedures.
1. Cash Procedures

a) Print guest check. What is important about the guest check?  The guest check needs to be correct and
include all items consumed by the guest.

b) Present the bill.
c) Collect the cash from the guest.
d) Collect change.
How do you present the bill?
What is important when you collect the
cash?
Where do you get the change from?
 The bill has to be presented according to the
standards (MO pen, bill folder).
 After collecting the cash from the guest it
should be counted at the cashier station in
front of a colleague.
 Change is to be collected from the cashier.

2. Charge to Guest Room Account

a) Print guest check.
b) Present the bill.
 The guest check needs to be correct and
include all items consumed by the guest.
What is important about the guest check?
 The bill has to be present according to the
How do you present the bill? standards (MO pen, bill folder).

 The guest has to be asked to sign the check.

c) Verify information. What information do you have to verify?  The guest name, room number and departure
date has to be checked. If the information is
incorrect, the check needs to be verified with

First Issued: 22/10/2008 CONFIDENTIAL Page 2 of 7

Revised: DN/PB/LV © 2008 Mandarin Oriental Hotel Group
 Department: Position: Module 3
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Bar Task.3.10

the guest.

 Restaurant: If the guest has recently checked

in, Front Office needs to be called in order to
confirm the guest’s room number.

 Restaurant: If the guest has checked out, the

guest needs to be asked for an alternative
method of payment.

 If the guest is checking out on the same day,

the check needs to be send to Front Office
and they need to sign for the receipt of the
check.

 The cashier should collect the checks at the

d) Collect checks. What should you do with the checks at the end of the day and send them to Front Office.
end of the day?

3. Credit Card
a) Print the guest check.
b) Present the bill to the guest.
 The guest check needs to be correct and
What is important about the guest check? include all items consumed by the guest.
How do you present the bill?  The bill has to be present according to the
standards (MO pen, bill folder).

 The guest has to be asked to sign the check.

 If guest decides to pay with his/her credit card

c) Process payment. How do you process the payment?
the expiry date needs to be checked.

 If the guest uses chip and pin the monitor

needs to be placed in front of the guest for
payment.

First Issued: 22/10/2008 CONFIDENTIAL Page 3 of 7

Revised: DN/PB/LV © 2008 Mandarin Oriental Hotel Group
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Bar Task.3.10

 Otherwise an approval code needs to be

obtained by swiping the credit card on the
credit card machine or by calling the credit
card centre.

 If one needs to get the approval code from the

credit card centre, a blank credit card voucher
needs to be imprinted by using the credit card
imprinter. The following information needs to
be filled in – date of transaction, approval
code, guest check number and amount.

d) Ask cardholder to sigh the credit card What do you need to verify when  It needs to be verified that the guest signature
voucher. cardholder signs the credit card voucher? matches the signature on the credit card.

e) Return the card to the guest. How do you return the card to the guest?  The credit card is to be returned along with
the customer’s copy of the credit card slip.

f) Staple credit card voucher. What do you do with the credit card  The credit card voucher needs to be stapled
voucher? to the copy of the guest check and passed on
to the cashier.

4. Send Bill (As Instructed In Event

Order)
 The banquet check needs to contain the date
a) Fill in Banquet check. What information do you need to put on the of event, event order number, food and
banquet check? beverage items consumed, total amount due
and the colleague’s initials.

 The bill has to be present according to the

b) Present the check. How do you present the check?
standards (MO pen, bill folder).

 The guest has to be asked to sign the check

First Issued: 22/10/2008 CONFIDENTIAL Page 4 of 7

Revised: DN/PB/LV © 2008 Mandarin Oriental Hotel Group
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Bar Task.3.10

c) Inform Accounting department. Why do you inform the Accounting  Accounting department has to be asked to
department? prepare the invoice and mail it to the guest.

5. Company Cheque

d) Verify company cheque. Which kind of company cheques is  Company cheques accepted are cheques
accepted? drawn on local banks only.

 Ensure that the cheque is made payable to

“Mandarin Oriental Hotel Group Ltd.” and that
it has the correct date on it.

e) Fill in guest check. What information do you note on the guest  The guest check should contain the date of
check? event, event order number, food & beverage
items consumed, total amount due and staff
initials.

 It needs to be confirmed that the figure

f) Confirm company cheque and guest What do you need to confirm? amount and the written amount match and
check. that they are correct. The cheque should be
signed and crossed and the company name
must be on the cheque.

First Issued: 22/10/2008 CONFIDENTIAL Page 5 of 7

Revised: DN/PB/LV © 2008 Mandarin Oriental Hotel Group
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Bar Task.3.10

CHECK Test recall and understanding of the task and the standards
Where do you find the Banquet check?

Question
Why do you count the money in front of a colleague and not in front of the guest?
Question
Where do you keep the other “paid” check?
Question
Why do you call Front Office to confirm the guest’s room number?
Question
Why do you have to send the check to Front Office for them to sign for the receipt of the check?
Question
When do you have to send the check to Front Office?
Question
What is the approval code?
Question
Question What number do you dial to get the credit card centre?

Where do you find the credit card voucher? Why does the cardholder have to sign both documents the banquet check and the credit card
Question voucher?

What documents do you need to hand over to Accounting?

Question

Trainee Practices Give trainee a guest scenario. Take the role of the guest and ask the trainee to practice steps 1 –5. Give feedback on the practice on what
Entire Task went well and what could be improved.

First Issued: 22/10/2008 CONFIDENTIAL Page 6 of 7

Revised: DN/PB/LV © 2008 Mandarin Oriental Hotel Group
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Bar Task.3.10

TASK 3.6 Billing procedures

STEP: 01 STEP: 02 STEP: 03

Insert Photo or Diagram Insert Photo or Diagram Insert Photo or Diagram

First Issued: 22/10/2008 CONFIDENTIAL Page 7 of 7

Revised: DN/PB/LV © 2008 Mandarin Oriental Hotel Group