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Burning Down the House presentation - Sysco Raleigh

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Burning Down the House presentation - Sysco Raleigh

    PUTTING OUT THE FIRE!

    The MICROS Quick Guide to defeating employee scams & theft as

    promoted in:

    “How to Burn Down the House”

    The infamous waiter & bartender’s scam bible

    POS TECHNOLOGY, INC.

    991 Aviation Parkway, Ste. 200

    Morrisville, NC 27560

    800-451-5988

    www.micros.com

    2007 ? MICROS Systems, Inc.

    MICROS - POS TECHNOLOGY, INC.

    Quick Guide to:

    "How to Burn Down the House

    The infamous waiter & bartender's scam bible"

     The Scam How MICROS Can Prevent The Scam Title

    1) In a true buffet restaurant, have the host open checks for each server

    using the "One Touch Sign-In" Feature. Every table gets a new check.

    The same check is used over and over 2) Control Guest Check reprints, limit to 1 or two re-prints without manager

    throughout the shift on different guests. authorization.

    1 The Buffet Scam This scam only works if the customer is 3) View guest check reports to look for long time tickets

    paying cash. Servers need the ability to 4) Use table view to pickup / start checks, managers can see color coded

    reprint guest checks to pull this off. checks that age and change colors with the table status feature.

    5) Allow only 1 guest check per table.

    6) Make Guest Check transfer a manager authorized function ONLY.

    This scam uses the alleged "walk out"

    guests as an excuse to have the tab Report on Comps & Voids historically using one of the following tools: The Bastards 2 voided by the manager and pocket the 1) Transaction Analyzer (Walk Out) money. Once again, this only works 2) mymicros.net

    when cash is the form of tender.

    Influencing guests by suggesting menu

    items in order to use the same tab over Managers should check tables in floor plan or an open check report and

    Suggestive and over again. This is similar to the review checks for accurate items, as well as time since the order was

    3 Stealing (Reused buffet scam, the only difference being created.

    Checks) the server is actually leading the guest

    to select items from the menu that the RES3000 Customers can use Table View & Table Status for this activity.

    server would like on the check.

    2007 ? MICROS Systems, Inc.

    This type of scam is prevented with good maintenance and a solid backup

    plan:

    Houston we have Uh…."Our computers are down…." Just 1) Make sure your RES3000 system is configured with a terminal that acts a problem like it says, servers indicate that the as a Backup Server. In Backup Server mode, remote printers still print, 4 ( Computers POS system is down, therefore Credit Cards still authorize and terminals communicate with one another.

    Down) necessitating hand written checks. 2) Maintain your system in top condition with a Maintenance Service

    agreement that will cover repairs to system failures is the shortest amount of

    time possible.

    This scam is prevented by a having a simple backup plan. Customers using Uh…."Our credit card terminal is Putting them on high speed Credit Cards via DSL or other broadband internet connection down…" Part 2 of the same scam, thus 5 Ice (Credit Card should also have a phone line for use in outage situations. RES3000 will getting customers to pay in cash, Terminals Down) automatically roll over to a dial up connection in the event of a broadband instead of using a credit card. outage.

    This scam includes taking and

    transferring another server's credit card

    slip, which has not been closed yet. The This scam is prevented by limiting the ability to transfer checks & by having El Canibal (Stolen 6 culprit conspires to collect on the tip. all employees that handle cash use and maintain security of magnetic cards Credit Card Slip) The server also has to know the other for their sign on to the POS.

    person's number and log in as then,

    then perform the transfer.

    2007 ? MICROS Systems, Inc.

    1. Once an item has been prepared, it should not be a "VOID”. The correct

    process would be to “Comp” (Discount) the item under appropriate reason

    code.

    "There's a fly in my soup" The server

    presents hardly eaten food to a manager Generally, VOIDS are used when inventory is NOT affected and COMPS to get him/her to void the item off of the are used when the product has already left the Kitchen or been wasted in Leftovers ( False 7 check. In the meantime, the server has some other way. MICROS can prompt for VOID & Discount Reasons so Void) already collected cash payment for the this activity can be tracked accurately and trends can be identified.

    meal and is able to pocket the money for

    the order. 2. Floor managers should visit every table that has a dissatisfied customer

    to determine what the best course of action is to resolve the complaint.

    Often the issue can be resolved without buying the whole meal, etc. As

    long as a Manager visits (at a minimum) each table that has a food

    complaint , this type of scam is prevented.

    2007 ? MICROS Systems, Inc.

    "The Gang is all in" The servers team up toe steal by transferring items to each other that are commonly ordered by 1. Do not allow staff to perform transfers of checks from waiter to waiter customers and reprinting checks. without manager approval. Example: Server 1 can order a 2. Reports can be run using Transaction Analyzer or mymicros.net to beverage on the system, print the check, evaluate employee performance of employees. present the check to the customer and These reports should look for employees who have a large number of receive payment. Prior to closing the checks, large numbers of "WATER" rung in, checks or transactions that are Evil Incorporated check, server 1 creates a separate open for a long time, or employees that sell a small number of routinely self 8 ( Collusion to re-check by moving the beverage off the service items like Soups, Drinks & Salads. use checks) current check. Then server 1 transfers 3. The Beverage Control feature should be enabled and checked daily. This the new check with beverage to server daily count shows how many checks were sold without a beverage. 2. Server 1 closes the check minus the 4. Managers should routinely visually spot check tables and review beverage and pockets the amount of the corresponding table checks for accurate items, including order time of the beverage. This process only works with check. cash payments, because the guest does 5. Control the number of checks printed on a particular table, a suggested not have to sign a credit card voucher limit is 2 per check. with an appropriate total including beverage.

    2007 ? MICROS Systems, Inc.

    1. Do not allow staff to perform transfers of checks from waiter to waiter "Please Recycle" Servers take a without manager approval. 2. Reports can be run using Transaction

    previous order receipt with the same Analyzer or mymicros.net to evaluate employee performance of employees. items requested for a new customer These reports should look for employees who have a large number of and pass the receipt to the new checks, large numbers of "WATER" rung in, checks or transactions that are customers for payment. Example: A open for a long time, or employees that sell a small number of routinely self

    server has a previous ticket for 2 service items like Soups, Drinks & Salads. 3. The Beverage Control feature Su Casa, Mi Casa burgers, 2 salads, and 2 iced teas. should be enabled and checked daily. This daily count shows how many 9 ( Ring only Another table orders the exact same checks weresold without a beverage.4. Managers should routinely visually requisition items) thing. The server only rings in what they spot check tables and review corresponding table checks for accurate

    cannot get themselves, i.e., the burgers. items, including order time of the check.5. Control the number of checks

    The server serves the self service items printed on a particular table, a suggested limit is 2 per check. 6. Print a

    without ringing them in. The server Guest Check trailer or header with the current system time at printing and a

    drops the previous check pocketing the corresponding message that attracts the attention of the customer if the excess cash for the salads and teas. current time is not correct a free dessert or some other item will be given to

    them. This prevents waiters from reusing old checks.

    2007 ? MICROS Systems, Inc.

    1. Physically secure your food storage areas and use a camera systems

    monitored by a DVR.

    2. Make use of RES3000's included Quick Count feature. Quick count can The Black Market - Service Staff has easily account for high cost items. Managers can make daily counts of high Friendly Delivery access to your inventory or kitchen shrinkage items and run variance reports right from the POS terminals. 10 ( Inventory Stolen supplies and steals them to use for out the back door) personal use or sells them outside of the 3. Utilize myinventory or another full service inventory product. MICROS workplace. has several fully featured inventory solutions and has interfaces to several

    leading inventory solution providers. There is significant work involved in

    full inventory, but control over critical costs is a very important management

    tool for operators. Reports and alerts can be generated that identify high

    costs and out of variance situations.

    Really Underhanded - This scam

    involves an employee such as a busboy

    The Jail Break that engages a customer to pay half his This theft is not POS related, but a video surveillance system will catch the 11 ( Selling meal for bill secretly to the busboy in a deal to offending employee and patron. 50% cash) essentially walk out of the restaurant

    and not pay for the other 1/2. This is not

    likely.

    2007 ? MICROS Systems, Inc.

    1. Install surveillance cameras integrated to your POS system. This type of interface will

    overlay the text of the POS transaction over (or next to) the video of the

    POS transaction happening &

    operators will be able to watch for suspicious behavior.

    2. The Bar manager should spot check customer's tabs for correct items. This is easy to do from any POS

    terminal.

    3. Install the bar POS terminals with Pole mounted or Rear mounted Order confirmation display.

    Management will easily be able to see items rung in and totals when the This really involves bartenders and bar Cash Drawer opens. management. Bartenders scamming 4. Restrict the ability to use the NO SALE key to manager's only. Set a the system and the customer by policy of making change only with Private Reserve charging more for drinks than what is a manager present or other restrictive policy. NO SALE keys allow the cash 12 ( Bartender poured, short pouring, using well liquors drawer to be opened when Scams ) when order called for premium, padding a real transaction has not been posted, thereby allowing this scam to occur. large drink tabs and refilling liquors from 5. If your style of establishment permits it, install a drink pouring system or low end self purchased refills. employ a 3rd party liquor

    inventory service to monitor your liquor costs. Sometimes this can be inflexible, but definitely controls costs.

    MICROS interfaces to all the significant players in the Beverage Pour Control industry. BERG, AZBAR & EZBAR

    are a few of the major vendors in this area.

    6. Make use of RES3000's included Quick Count feature. Quick count can easily account for high cost

    items. Managers can make daily counts of high shrinkage items and run variance reports right from the POS terminals.

    2007 ? MICROS Systems, Inc.

    1. Take advantage of the recently released MICROS Table Management

    System or another Host Management System that controls opening of

    tickets on the POS.2. No food leaves the kitchen without a printed order

    This involves the server gathering co-chit.3. Install surveillance cameras integrated to your POS system. This

    workers to assist in manipulating the type of interface will overlay the text of the POS transaction over (or next to)

    system for stealing. The server gets the video of the POS transaction happening & operators will be able to

    profiled customers from the hostess that watch for suspicious behavior.4. Make use of RES3000's included Quick

    The Pawn Game are likely to order specific items from Count feature. Quick count can easily account for high cost items.

    ( Collusion to sell specific cooks that prepare and will give Managers can make daily counts of high shrinkage items and run variance 13 with hand written this food to the server without an order reports right from the POS terminals.5. Utilize myinventory or another full

    checks ) placed on the system. The server then service inventory product. MICROS has several fully featured inventory

    will write a hand written check and solutions and has interfaces to several leading inventory solution providers.

    pocket the money. This only works with There is significant work involved in full inventory, but control over critical

    cash payments, and a large group of costs is a very important management tool for operators. Reports and alerts

    accomplices. can be generated that identify high costs and out of variance situations.6.

    Prohibit handwritten checks as grounds for termination. There is no

    reason to hand write checks. MICROS POS Systems have multiple layers

    of redundancy built in and will ALWAYS allow a waiter to ring in checks.

    2007 ? MICROS Systems, Inc.

    Did I give you the wrong check? Getting guests to pay a slightly higher yet similar check is a sure way to increase a Oops! Wrong server's pocket money, and cover Check !! ( Selling themselves at the same time. Servers 14 customer wrong, Control the number of checks printed on a particular table, a suggested limit look for a ripe candidate that doesn't higher total is 2 per check. glance at the check at all. The server check) then produces a guest check that is closely similar to the actual check, but is higher in total price.

    I'll cut you in…The server settles up a a sizable cash check, but doesn't finalize 1. Use MICROS Alert Manager to alert your Director of Operations when Our Man in the transaction. The server brings this large voids occur AND send them a nightly VOID report every morning. Amsterdam to the attention of the "buddy" manager. 15 ( Manager voids The manager voids the transaction 2. Use mymicros.net to track historical VOIDS, especially those that occur ticket, splits take) leaving the server with all the cash. The when the restaurant is CLOSED. cash is then split between the server and the manager.

    2007 ? MICROS Systems, Inc.

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