Starting Guests’ Toast Tabs SOP

Procedure#: HB SOP 12

Function:Team Member Policies

Implementation Date:040123

Policy/Purpose: In order to avoid the guest feeling like they have been double-charged, Hillman Beer FOH team members need to be intentional about their guest interactions when starting a new tab.  By running a credit card prior to ordering, the pre-authorization only shows $.01 amount instead of the beginning tab amount.   Additionally, it’s important for team members to clearly communicate to guests that any potential voids and comps explained during the transaction will be appropriately managed. This transparency helps build trust, ensuring that guests understand their charges and feel comfortable with their dining experience. Ultimately, effective communication regarding these policies can enhance guest satisfaction and mitigate confusion regarding billing.

Procedure:

1. Managers need to train the FOH staff to use verbiage similar to this cadence: 

HB:  Hi!  Welcome!  Do you have any questions I can answer or recommendations I can make while you look over the menu?  (First intro is welcoming and helpful.)

…Then, when the guest is ready to order, but before they do:

HB:  Would you like me to start you a tab?  (We are offering a perceived service 

to the guest.)

Guest:  Yes

HB:  Great!  May I have a card to get that tab started for you?  (Still offering a 

service while downplaying the transactional part.)

– Then take their order

-OR-

Guest:  No, I’m just going to close out

HB:  Great!  What can I get for you?   

– Please ask for the guest name, rather than swiping card, as it will automatically 

pre-authorize if you swipe the card for the tab name and then authorize again 

when you take payment after the order is completed

Note:  Things not to say prior to guest ordering:  

• How are you going to pay today?
• Is that going to be cash or credit card?
• My system makes me take payment up front
• Or, anything that would start the guest interaction in a ‘transactional’ way