Are you less careful about stock and money when it's busy?
We've all done it, but this year the stakes are higher, margins are
thinner and thieves are more resourceful. Not only do staff need
watching, they need to be made aware of how fraud takes place – many of
them are east targets for professional con-artists.
• Bank more regularly, and upgrade the 'drop safe' system. Investigate
the cost of an armoured car cash-collection service – it may be less
than you think.
• Clear the till more often – piles of notes make people think one missing won't be noticed.
• Have staff routinely check all large notes that are tendered — 'check 100!'
• Watch for errors when stock is transferred from one bar to another.
When they need a case of vodka NOW in the top bar, is the stock
transfer system set up to handle a rush request?
months. This means more cards are 'maxed out' or cancelled and will be
declined if presented. Staff need to know the 'firm but tactful' way to
handle these situations. If you don't take all the major cards, now's
the time to do so, giving more options for credit-stressed customers.
• Keep the roster changing, so no-one is entrenched in one position and able to set up a racket with their friends.
• Use mystery customer reports on how payments were handled and change
given. One member has found the benefit of quietly adding a $20 bill to
the till drawer, and checking that the final count was indeed $20 over
at the end.
• Watch for supplier fraud – short deliveries, fake services (eg the
serviceman who 'checks' the fire-extinguishers in his van and gives
them the OK) and back-door trading.
• Now that more people are looking for work, raise the bar and run
background checks, especially for senior positions. When you find
someone you want to hire, get their permission for a paid police check.
This will send some of them running!
On a positive note:
• Pay well – this tells your staff they are above average and respected.
• Keep the systems 'sacred' – no rushing the till count or stocktake.
• Consider allowing staff to buy meals or product at a good discount,
or even at cost. The system needs to have tight rules, but it's
appreciated and may reduce 'help yourself' discounts.
• Unhappy, resentful staff are the most likely to steal – do you know
who they are…and do they really need to stay beyond Christmas?
Profitable Hospitality offers management and cost-control systems
(Manuals & CD-ROMs) for restaurants, cafes, hotels, bars and clubs.
The systems are based on the extensive consulting and operating
experience of CEO Ken Burgin, and enable busy owners and managers to
set up complete operating and cost-control systems in minutes, not
months. Profitable Hospitality also runs regular management training
workshops in the areas of kitchen profit & efficiency, restaurant
marketing and functions management. A free monthly e-newsletter keeps
you up to date on the latest industry management issues. www.profitablehospitality.com.
