Should staff be allowed to void items without manager approval?

Posted by ianmara on Sep 7, 2011 in Bar Cost Control, Bar Management | 5 comments

We posed a question on our Facebook page the other day asking whether those in the industry think staff members should be allowed to remove a bill item without authorization from management. Though the response wasn’t unanimous, the vast majority of those who weighed in agreed the best strategy is for your bar or restaurant to make sure managers have final say.

Several people mentioned that giving that kind of authority to everybody on staff opens the door for dishonest behavior. “Your till could be correct but your stock would be down if the staff have sticky fingers,” wrote Ethan Holden. John Martin agreed, contending that having more than one person involved in voids “keeps honest people honest.”

Liis Treil, a former server who now has her own bar admitted she was not aware of “any waiters/waitresses who can void things and still stay honest. Including me.” Treil wrote that in her bar she does not allow servers the right to void or discount items.

The ‘mistake-factor’ was also mentioned. A few folks brought up that keeping managers in the loop helps with evaluating the quality of your staff and the efficiency of the operation.

Having managers assist with voids can determine “which staff members are needing more training or making constant mistakes,” offered Seth Alexander. “It also lets people see when things are not properly loaded into computer system with new drinks and/or food items.”

Bruce Mitchell believes allowing the entire staff to void items is a statement about the quality of your supervisors. “If the employees are running the store you need another manager,” he wrote.

For the minority that was okay with giving all employees the ability to comp items, the consensus was that the power be contingent upon keeping strict record of the transactions.

“Yes, but it has to be tracked,” wrote Pocono HotDog. “The staff must be held accountable as to why it was necessary. By delegating this task the manager must be able to monitor.”

Pam Walker Makowski suggested that everybody be allowed to void, but that at least two staff members must sign-off. “Why not allow it if two staff members do it, which keeps them honest but can also speed up the transaction for the customer if the manager is not available?”

Most of those in the industry think the way to keep a business running smoothly is for management to be involved in these situations . . . even if it may upset an employee or two: “This is the bar business,” Mitchell wrote. “If you want love and trust . . . that is Sunday morning, not Saturday night.”

Please leave us a comment if you’ve got anything to add from your experience. We’d love to have more input.