Payments must be handled accurately, safely and honestly. You use a card terminal and till, may hold a float (cash for giving change) and need a manager to approve a void or refund. At events, much of the bill is often prepaid, so know what guests pay for themselves.
Why it matters
Payment errors cost the venue money and can lead to disciplinary action. Guests must trust that their card details are safe.
Key ideas
Card security
Bring the terminal to the guest so their card stays in sight.
Cash handling
Say the amount received aloud and count the change back to the guest.
Voids and refunds
A void cancels an item before payment; a refund returns money afterwards. Both usually need a manager.
Step by step
- 1
Check your float and card terminal before service.
- 2
Confirm the table and total before taking payment.
- 3
Let guests tap or enter their PIN privately.
- 4
Count cash change back to the guest.
- 5
At the end of the shift, match your takings to the till report.
Do
- Call a manager for any void, refund or discount.
- Record tips honestly, following venue policy.
- Check the function sheet for what is prepaid at events.
Common mistakes
- Don't take a card out of the guest's sight unless your venue's process requires it.
- Don't mention a declined card loudly.
- Don't share your till login.
The situation
A guest says they handed you a larger note than the one you rang up.
What a professional does
You stay calm and explain that you said the amount aloud. If they still disagree: 'Let me ask my manager to check the till.' You never hand over extra cash yourself.
Useful phrases
“I'm sorry, the payment hasn't gone through. Would you like to try again?”
“Out of 50, so here is your change of 12.50.”
Pro tip
Say the amount aloud every time you take cash.
Quick check
What is the difference between a void and a refund?
Think about it, then show the answer
A void cancels an item before payment; a refund returns money after it.