Guest Loyalty Employee
Your Guest Loyalty Program Being Used to Reward Dishonest Staff
Instead of the Guest?
In a recent
Member's Only discussion forum topic, one operator discovered how
one of her most trusted employees was using the guest loyalty program
to reward themselves instead of the guest.
uses a frequent diner program that is part of the POS
system. When a customer who is in the system comes in, the server
looks up the name and attaches it to that person's check. Loyal
patrons receive a $25 gift card for every $300 they spend.
But over the
course of two years, this bartender attached her boyfriend's
account instead, accumulating more than $400 in gift cards of which
$375 had been redeemed.
Like many restaurants,
this one was too busy to have the manager
individually approve every discount, coupon or frequent diner transaction
as they occur. Nevertheless, this was a preventable theft. A review
of the frequent diner activity report on a regular basis would have
revealed the suspicious activity long before it became a costly
Too many times
we have seen operators give too much trust to staff and
management, only to discover that it's the most trusted employees
are stealing from them. Borrowing a term from the late President
Reagan, we suggest implementing a daily system of "trust but
Keep logs for
discounts, coupons and especially voided transactions.
Review these each week with your management. By increasing accountability
you help to keep honest people honest.
this scam, the Service staff has access to your inventory or kitchen
supplies and steals them to use for personal use or sells them outside
of the workplace.
Recommended Aloha system
Most effective establishments will have walk-ins storage areas and freezer
containers locked with limited access only by management staff. This would be
the most effective way to keep products from “walking out the door.”
Aloha Quick Count.
Aloha Quick Count offers a quick and easy way to track inventory items from the
FOH. You can enter opening counts, closing counts, waste, etc all from the point
of sale terminal. The system will automatically deduct product from quick count
as it has been sold giving the establishment an on hand count at the end of the
service period. Management should do a closing count and calculate for any
discrepancies. At the minimum level of Quick Count use, every establishment
should be tracking high cost items via this process. Such items include steak
Aloha BOH Inventory.
Aloha Inventory offers a complete comprehensive way for an establishment to
track and manage all products at specific stocking locations. The control system
assists you with managing purchases and receivables, creating count sheets by
locations, processing usages and indicates items and areas of high variance.2
Reference: Chapter 3 in the Aloha QuickService for store settings / Quick
2 Reference: Aloha Inventory Manager’s Guide
Excerpted from "How to Burn Down the House: The Infamous Waiter and Bartender's
Scam Bible by Two Bourbon Street Waiters" by Peter Francis & R. Chip Deglinkta.
© 2003 Promethian Books
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