Supervise practices for handling payments

This standard is about monitoring and controlling the handling of payments, collecting takings and processing payment information. This standard is for hospitality team leaders, first line managers or supervisors.
Handling payment is by implication a critical transaction for any organisation. It's not just a case of understanding the increasing range of payment methods customers may use, it's also important to understand legal requirements, your organisational policy, how to deal with fraudulent payments, emergency situations and much more.

This standard therefore covers not only how to supervise staff when handling payments, it also covers key areas such as maintaining security and dealing with difficulties that may arise in connection with payments and takings.

When you have completed this standard you will be able to demonstrate your understanding of and your ability to:

• Supervise practices for handling payments

1. Make sure staff have sufficient resources to carry out the service
2. Make sure staff have the information and skills in order to carry out their work  effectively
3. Make sure that staff communicate with customers in a way that is likely to  promote good will and understanding
4. Make sure staff handle payments according to your organisations procedures and payments and refunds are correctly authorised
5. Make sure that staff follow payment point safety and security procedures
6. Deal effectively with any problems which occur at payment points
7. Collect payment point contents following your organisation's procedures
8. Reconcile actual takings against recorded takings and follow your organisation's procedures and legal requirements to deal with any discrepancies
9. Complete all documents relating to takings and process in line with your organisation's procedures

1. The different roles and responsibilities of people in your area of work in relation to handling payments and collecting takings
2. Which organisational procedures relate to handling payments and what the limits of your authority are when controlling payments
3. How to plan the security of staff and takings and who to gain security advice from
4. Electronic point of sale systems (EPOS) and how to operate the payment points and equipment used in your organisation
5. The various payment methods used in the industry, for example: credit cards, charge cards, contactless, 'smart' cards, chip and pin, vouchers, cheques, the types of payment accepted by the organisation and how to process  them according to your organisation's guidelines 
6. What confirmation systems are available when authorising payments
7. How to estimate the resources you need for handling payments and who to gain approval from when you require additional ones
8. How to control the issue and use of resources
9. How to present information concerning the payment procedures
10. The types of problems that may occur when controlling payment practices and how to deal with these effectively
11. How to deal with suspected dishonesty in the organisation
12. How to monitor staff performance against organisational standards and what action to take when staff performance falls below standards
13. How to deal with fraudulent payments, emergency situations, robbery and threats to safety
14. Which organisational procedures relate to the collection of takings and how to operate payment points to obtain till readings
15. How to record information legibly and who this information should be passed on to
16. How to implement your organisation's security procedures
17. Which organisational procedures relate to processing payment information
18. How to communicate with staff to gain information about discrepancies, what documentation must be completed, how to do so and what action is appropriate in response to discrepancies

The following behaviours are provided as guidance to underpin effective performance of a hospitality supervisor

1. You comply with, and ensure others comply with, legal requirements, industry regulations, organisational policies and professional codes
2. You clearly agree what is expected of others and hold them to account
3. You focus personal attention on specific details that are critical to achieving successful results
4. You check the validity and reliability of information
5. You make appropriate information and knowledge available promptly to those who need it and have a right to it
6. You respond quickly to crises and problems with a proposed course of action

This standard is a sector specific standard and has particular links with the following standards in the Hospitality Supervision & Leadership suite of standards: HSL1-5, HSL8, HSL10, HSL11, HSL21, HSL22