HOW TO PRESENT THE BILL

Guest expect the staff to present the correct bill in a professional and timely manner.

Why is this task important for you and our guests?

Answers:

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
1) Signal to guest that you are aware of their request for the bill. Go to cashier and ask for the updated bill, specifying table number. Check to ensure that the right bill is given and the total amount is correct.	Bill is to be clearly printed with the number of items, amount and total cost after extras (tax and service charge)	Why should you ask for the updated bill specifying table number? 2. How to check the bill?
2) Place the bill in a bill folder clean hotel pen or a standard outlet pen	Clean and functional bill folder	1. How to place the bill? Why should you put a hotel pen in the bill folder?
3) Approach guest and present the bill by opening the bill folder in front of the guest in 3 mins.	Do give a smile with clear eye contact to guest say “Excuse me Mr. /Ms. XXX.” And immediately place the bill within the requester side of the table or hand the bill folder to his/her hand if there is any request Stand away at least 3 steps from the guest. Do not stand near and just wait for guest to sign, selecting which card to use or counting the cash if guest seems to be taking his time.	1. Why should you stand away at least 3 steps from the guest? 2. How to allow guest to pay at his own time without feeling pushed?
4）Excuse yourself from the table with a smile	Always say. “Thank you, we are looking forward to your next visit. Have a great day/afternoon//night”

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

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