New Mandatory Rules for Drinks Tabs

Purpose:

  1. To protect our staff and customers from misunderstandings that could cause considerable offence
  2. To speed up and professionalise the service offered to our food customers

Recent examples:

  1. Member accidently asked to pay a paper based tab that had already been paid - poor customer experience
  2. Customer opens a paper tab with one member of staff who then leaves before the evening is finished.  The next member of staff is unaware of the paper tab and the requirement for it to be paid at the end of the evening.  The drinks tab is not paid until a later time/ day with the risk that the paper could have been lost and the tab forgotten.  Be clear, this is not about staff integrity; it is about protecting ourselves from avoidable customer misunderstandings and the risk that we will lose a paper tab.
  3. At the end of Sunday lunch service we are currently forced to ask for food and drinks tabs to be paid off separately - worse, customers ask us to split the tab in 8 different ways x 2 separate tabs.  Time consuming for all and a bad customer experience

New Action:

  1. This is mandatory and there are no exceptions - family, management, staff, favourite member, friend, whatever  - no exceptions
  2. All drinks to be paid for at the time that the customer gets served. No more paper based drinks tabs
  3. For Sunday service - drinks will now be ordered and paid for at the bar before they sit down.  We explain to customers at that time that if they would like any drinks served to them during their meal we would be delighted to take an order at the table and would merely ask that they pay as they go for the drinks, at the table using the wifi card reader.  The Sunday Lunch food will continue to be paid for via a paper based tab until we identify a better solution.  This is better than most sunday roast solutions where people have to get up to order drinks at the bar mid meal. Let's make this feel like a VIP sunday service.

This is another great example of us working as a team and coming up with better answers for our customers and for the business - thank you.