Handling payments means taking the right amount, giving correct change and keeping the till secure. Each shift starts with a float of cash for change and ends with a cash-up, where any discrepancy is recorded.
Why it matters
Money mistakes cost the venue and raise difficult questions. Careful, visible habits protect you, your colleagues and the guest.
Key ideas
Counting change back
Say the amount received, then count change into the guest's hand so both of you see it is right.
Card payments
The guest taps or inserts their own card and enters their own PIN. Never ask for or watch a PIN.
Till security
Close the drawer after every sale and use only your own login, so each sale is recorded against you.
Step by step
- 1
Check the float at the start of your shift.
- 2
Tell the guest the total clearly.
- 3
For cash, say aloud the amount received.
- 4
Count the change back, or wait for card approval.
- 5
Offer a receipt and close the drawer.
Do
- Check large notes the way your venue trains you.
- Ask a manager to handle refunds and voids.
- Report any shortage or extra cash honestly.
Common mistakes
- Don't write down, repeat or keep card details.
- Don't mix your own money or tips with the till.
- Don't let anyone distract you mid-count.
The situation
While you count change from a large note, the guest keeps asking for different notes and coins.
What a professional does
You pause, close the drawer and finish the first sale. You handle any swap as a separate, slow count and call your manager if it continues; confusing requests are a common trick.
Useful phrases
“That's seven fifty, please.”
“From twenty, so that's twelve fifty change.”
“Just tap or insert your card when you're ready.”
Pro tip
Leave the guest's note on the till until they have their change.
Quick check
A guest asks you to enter their PIN because their hands are full. What do you do?
Think about it, then show the answer
Politely explain you cannot handle PINs and offer to hold their items instead.