Cashier Training: General Cash Handling and Register Policies and Procedures

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Cashier TrainingGeneral Cash Handling and
Register Policies and Procedures
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Learning Objectives

• By the end of this slideshow, you should know
• How to operate the register and basic cashiering
  functions.
• Blackboard, the Point of Sale (POS) system
  utilized by HFS
• General cash handling policies and procedures.
• How to troubleshoot in various situations.

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Importance of Proper Cash Handling

• Proper cash handling can have a dramatic impact
  on not only state funds but also on employee
  safety.
• With that in mind
• Each employee is personally accountable for
  following all policies and procedures and keeping
  up with current standards.
• If policies and procedures are not followed,
  contact a manager or call HFS Food Service
  Administration for assistance at 5-4950.

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Register Functions

• Blackboard is the transaction system HFS uses for
  Point of Sale (POS)
• In this section you will learn
• How to log in and out
• How to accept payment including
• Cash
• Husky Card
• Debit and Credit Cards (w/Visa and Master Card
  logo only)
• Checks

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How to log in and out

• Log into the register
• Touch the Bbts Register icon twice
• Touch Login
• Manually enter your Cashier and touch ENTER OR
  select your Name and touch Select.
• Enter your Pin number.
• Log out of the register
• Touch Log Out
• Do this whenever you leave the register (even if
  for only a minute).

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Video Logging in and out
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Using your Cashier Pin Number

• At the start of your employment, you will be
  given a cashier number and a pin number. Your
  cashier number is your login ID at the POS
  station, and your Pin number is your password.
• Pin number
• Pin numbers function as an additional security
  mechanism to protect HFS funds. Following the
  instructions listed below is essential.
• Never share your pin number with anyone. If
  someone uses your pin number, you are responsible
  for their actions at the cash register when they
  are using it. This means you could be suspected
  of theft if anything happened while they were
  using your pin number.
• Employees get their pin number on their first day
  when they do payroll paperwork.
• If you do not have a pin number, contact your
  manager immediately.
• Always use your own individual Pin number.
• Logging Out
• Always log out when leaving the register for
  breaks, stocking or preparing food or drink
  items.

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Ringing up a transaction

• Scan or select items for purchase
• If an item does not scan try scanning a
  different package of the same item or find out
  the correct price from a lead or supervisor. Once
  the customers transaction is complete, fill out
  the Product Data Information form. This form is
  located at the register.
• Once all items are in the register, hit the
  Subtotal button and then choose the appropriate
  tender
• Cash
• Husky Card
• Credit Card

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Accepting payment

• Cash
• Push the Cash tender button. Only then will the
  tax amount be shown. Tax has not been included
  before the Cash Tender button has been pushed.
• Please note Once the tender button has been
  pushed, do not place anything under the scanner.
• Count back the change to the customer.
• Ask the customer if they would like the receipt.
  Receipts can only be printed at the end of the
  transaction. If a customer wants a receipt, push
  Last Tran button.
• At the end of the transaction, you must close the
  cash drawer and then push Continue in order to
  process the next transaction.

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Video Accepting Payment
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Accepting payment

• Husky Card
• Push the Res Dining tender button.
• Run Husky Card through the reader.
• Please note - if funds are not available or
  insufficient, follow instructions for Split
  Payment explained later.
• Ask the customer if they would like the receipt.
  Receipts can only be printed at the end of the
  transaction. If a customer wants a receipt, push
  Last Tran button.
• At the end of the transaction, you must push
  Continue in order to process the next
  transaction.
• If the card reader is experiencing problems
  reading a Husky Card
• Type in the number on the Husky Card.
• Suggest that the customer visit the Husky Card
  office in the Odegaard Library (next to By George
  Café).

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Accepting payment

• Credit Cards
• HFS accepts Visa and Master Card only.
• Hit the Cash button to include tax amount, then
  hit the ESC button.
• State the total purchase amount to the customer.
• Confirm the customer will be paying with Visa or
  Master card.
• Check for the VISA/Master Card logo on the card.
• Check for the card signature and expiration date.
  If the card states See ID, ask the customer
  for their ID at this point.
• Press the Credit Card tender button and swipe the
  card.
• A receipt will be printed automatically, give
  this to the customer.
• At the end of the transaction, you must close the
  cash drawer and then push Continue in order to
  process the next transaction.

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Accepting payment

• Credit Cards (Continued)
• For purchases greater than 25, print a second
  receipt using the Last Tran button and have the
  customer sign it with an ink pen. Request
  identification and check the signature on the
  back of the card. Remember, you can only print a
  second receipt while the transaction is present
  on the screen.
• Place the signed receipt in the register.
• At the end of the transaction, you must close the
  cash drawer and then push Continue in order to
  process the next transaction.

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Credit Card Basics

• Basic Credit Card Restrictions
• Ring only the amount of the sale. Cash back on
  credit cards is not permitted. Refer them to the
  closest ATM machine.
• Do not write down a customers credit card number
  under any circumstance.
• Do not accept credit card transactions when
• The card cannot be read or swiped (or) and when
  manually adding the credit card number fails.
• Card swipe results in an error message.
• The register is offline.
• The card is declined.
• The customer does not physically have the card.

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Credit Card Basics

• If a credit card transaction fails
• Politely explain to the credit card holder that
  there is a problem with the card or system and we
  cannot accept it at this time.
• Suggest cash or Husky Card payment options, or
  refer them to the nearest ATM.

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Split Payment

• When a customer wants to pay part of the
  transaction with a Husky Card and the other part
  in cash, the split tender function is used.
• Split tender function is not available to use
  with credit cards.
• Processing the transaction
• Touch the Split Tender key.
• Touch first Tender key and amount (remaining
  balance will show).
• Touch second Tender key and amount (repeat as
  necessary).
• Touch Continue to finish processing.

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Split Payment

• What do I do if there is an insufficient balance
  on Husky Card
• Touch Res Dining tender
• Swipe card
• Register prompts, Insufficient balance on card.
  Do you want to Split Tender?
• Ask customer if they will be paying the rest of
  the balance in cash. Wait until the customer gets
  out the cash before going to the next step.
• If customer does not have cash, select No.
• If customer has enough cash, touch Yes.
• This is the point of no return and the Husky Card
  will now be charged. If customer does not have
  cash, there is no way to go back.

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Video Split Payment
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Checks Policy

• Most food service units do not accept checks
  except at the following
• Burke Café
• Subway (for orders of 50 or greater)
• Bay Laurel Catering
• Pagliacci (for orders of 50 or greater)
• Travelers checks and third party checks are not
  accepted at any location.

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Checks Policy

• If you work in a unit that is able to accept
  checks, follow these steps
• The check must be in the amount of the
  purchase/payment only (cannot be over that
  amount).
• If the customer is a student, the student number
  must be written on the face of the check. If they
  are an employee, their employee number should be
  written.
• The customer must present a photo ID (such as a
  Husky Card).
• The check must be payable to University of
  Washington.
• The check must be endorsed immediately on its
  back left side using the rubber stamp, or by
  writing For Deposit Only, University of
  Washington.
• The check must be processed in the register
  system on the day the check is accepted.
• HFS does not cash checks or provide cash back for
  checks over the amount of the purchase/payment
  price. Please refer the customer to the nearest
  bank or ATM.
• Place the check in the register drawer at the end
  of the transaction.

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Troubleshooting

• What do I do if I need to void an item before I
  have accepted payment?
• Touch Void Item key.
• Touch item to be deleted.
• Continue ringing from main menu.
• What do I do if There is a cash error such as
  someone being overcharged?
• Print out a receipt by touching Last Tran key.
• While the customer is still present, fill out
  Cash Account Adjustment form.
• Attach receipt to form.
• Notify Lead or Manager of the adjustment.

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Troubleshooting

• What do I do if I over/undercharged someone on
  their Husky Card?
• Print a receipt by touching Last Tran key.
• While the customer is still present, fill out
  Husky Card/RH Account Adjustment form.
• Notify the customer that the Husky Card office
  will make the refund. It may take two three
  days.
• Attach receipt to form and notify your
  supervisor.

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Troubleshooting

• What do I do if I over/undercharged someone on
  their Credit Card?
• Refer to Lead or Manager
• This is a manager or lead function only
• What do I do if Someone asks for a refund?
• Refer to Lead or Manager
• This is a manager or lead function only

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Troubleshooting

• What do I do if The register is offline
• Inform the customer we are temporarily unable to
  accept Credit Cards.
• Cash and Husky Card can still be used.
• Place at appropriate sign provided by HFS at the
  register.
• Notify your supervisor or lead that the register
  is offline, or call Information Technology (IT)
  at 3-1015.

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Disputed Change

• If a customer returns to the register and
  complains about receiving incorrect change
• Inform the customer that we can issue a refund as
  soon as the till is reconciled. This will take
  three to seven business days.
• Get the customers receipt (if possible) and
  contact information (full name and telephone
  number, email). Give to lead or manager.

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Cash Drawer Organization

• It is your responsibility to arrange money as
  described below to ensure each customer receives
  proper change. As a cashier, you will be held
  accountable for over/shorts during the time you
  are at the register.
• Cash/change arrangement in drawer
• All bills should be facing upward.
• Arrange large to small bills (20s, 10s, 5s,
  1s) left to right.
• Arrange quarters to pennies left to right.
• Do not open rolled change unless it is required.
• Envelope for large or excess bills
• Each register drawer has an envelope to place
  excess bills and large denominations such as 50
  and 100 dollar bills.
• The contents of this envelope are combined with
  the rest of the funds at closing or fed into the
  depository safe as Advanced Deposits throughout
  the day.

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Cash Drawer
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Cashier Guidelines

• Never keep personal items at the register. This
  includes handbags, backpacks, coats, purses, etc.
• Need a penny, take a penny cup or loose coins
  are not allowed.
• Coffee and Smoothie stickers are only to be used
  on coffee or smoothie cards respectively and must
  never be used as tape.
• Always wear your nametag.

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Ringing and Transaction Policies

• Always close the register drawer after each
  transaction.
• Ring in all sales.
• Know the prices of menu items for verification
  when ringing and customer service.
• Never make change for a customer without a
  purchase.
• Never exchange personal funds with HFS funds.
• When an item does not scan or scans at the
  incorrect price, fill out the Product Data
  Information form located at the register or
  inform your supervisor.
• Always use the correct method for counting change
  back to customers.

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Ringing and Transaction Policies

• Employee transactions
• Managers, leads and cashiers must not ring a
  personal purchase or return.
• Off duty cashiers may not be behind the register.

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Video Ringing Up Employees
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Ringing and Transaction Policies

• A word of caution
• Never make change from your own pocket. Never
  exchange personal funds with HFS funds.
• Never exchange bills/change between registers
  (this is a lead/manager function).
• Never make change for any customer without a
  purchase.

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Who to contact

• If you have a question regarding a policy or
  procedure
• Contact your manager
• If you are having technical problems with the
  cash register
• First Contact a lead or supervisor
• Second Contact Information Technology (IT) at
  543-1015
• Third Contact Food Services Systems Specialist
  at 616-4117

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In closing

• Remember, handling cash is an important
  responsibility. With that in mind
• Follow the policies and procedures in place
  they are there for the protection of you, your
  coworkers and HFS funds.
• If you have a question or are not sure about a
  policy or procedure, ask your manager
  immediately.
• If you believe someone is not following correct
  cash handling policies or procedures, contact
  your manager immediately or call HFS Food Service
  Administration at 685-4950.