check email and customerville manual.pdf · check email and customerville begin the day by checking...
TRANSCRIPT
March 1, 2010 23
Check Email and Customerville Begin the day by checking your emails and reading the internet comments from your guests.
1. Open Outlook.
2. Make sure to respond to any urgent messages, and do not delete any that may need to be read by other managers at your restaurant.
3. You should also check your email before leaving at the end of your day. 4. The Customerville comments should also be checked each morning. The information
can be accessed at www.tellivars.com/greendot or by clicking on the desktop shortcut. Once the site pops up, enter your user name and password and then click Login.
5. You will be taken to your “Tell Ivar’s” home site where you can see how many comments
you have received in the past four weeks (in the # column), as well as how many Red Flags you have received in the past four weeks In the Red Flag column). The colored dot will tell you the overall average of your scores (green = 4.5 to 5.0, yellow = 4.0 to 4.4, and red = 3.9 or lower), and the arrow will tell you how your scores are trending.
6. If you click on your store name (printed in blue), you will be taken to a comparison of your
recent scores for each question in the survey. You can compare your scores with the average scores from other restaurants (both in your district and within the entire division).
7. Today’s comments can be found by clicking Surveys in the upper right hand corner; if
you need to see comments from earlier than today, you can change the dates to show a specific range. You can easily respond to any guest (whether the comment is positive, negative, or just a question) by clicking on the email address within the comments.
8. Click on the X in the upper right hand corner to close the Customerville site when
finished. You should also check these comments before leaving at the end of your day.
Print Weekly Sales Summary Each Monday morning, you must print the Sales Summary report for the week. This report contains pertinent information (Net Sales, Cash Over/Short, Guest Counts) that you will need in order to Submit Daily Sales information to your District Manager. You will also refer to this report and enter the sales information into your Daily Labor Worksheet.
1. Double click the Aloha Manager Icon on your desktop.
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2. Enter your Username (the last four digits of your Social Security Number). Enter the unique Password assigned to you, and then click Login.
3. Click Reports, highlight Sales, highlight Sales again, and then click on Summary.
You can also access the Sales Summary Report quickly by clicking on the Sales Report icon on the left.
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4. Select Dates for the week, make sure WEEKLY CASH SHEET is selected in the Select Report Setting, and click Print. If you would like to view the information instead, click View.
When selecting multiple days the sales information will be consolidated. If you would like to view days separately, select the particular day and view it.
To view a weekly report, select all the days of the week. This report is more detailed and accurate than the Weekly Sales report.
5. The Weekly Sales Report will either just be shown or printed, depending on which selection you make.
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For those just viewing the report, there will be additional buttons to help you navigate through the numbers.
• The buttons are to page up/down the report viewed on screen.
• The button is to print just the page being viewed.
• The button is to print the entire sales summary report.
• The button is to zoom in and out to make the report smaller/larger on screen.
• The button is to close out of the report when finished viewing.
6. Below are the definitions of some of the listings that can be found in the report:
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• GUEST COUNT: The weekly entrée count, which is broken down into different dining segments (lunch, dinner, etc.).
• NET SALES: The weekly net sales.
• DEPOSIT: The deposits entered in Aloha Manager.
• DEPOSIT O/S: The cash over/short reported.
• PAIDOUTS: Paid Outs dollars for the week.
• VOIDS: Void dollars for the week.
• COMPS: The total number of employee meals and Ivar’s Guests for the week.
• PROMOS: The total number of dollars discounted for the week.
Print Weekly Labor Summary (General Manager Only)
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Each Monday morning, the General Manager must print or view the Weekly Labor report. He/she will send the Crew Hours, Management Hours, Total Hours, Crew Dollars, Management Dollars and Total Dollars to the District Manager. If the General Manager is unavailable, then the manager completing the week-ending responsibilities will need to contact the District Manager and have him/her complete the labor procedures.
1. First, you will need to view previous day’s labor hours. In Aloha Manager, click Reports,
highlight Employee and click on Labor.
2. The Labor Report window will display. Make sure that WEEKLY LABOR report is showing under the Select Report Settings. Select the correct weekly Dates (Monday-Sunday), click Select All Employees and click View.
3. The Weekly Labor Report will display with a detail and summary of each employee’s
regular hours, overtime hours, total hours, total pay and total overtime pay. Click the
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double down arrow to scroll to the end of the report (total pay is hidden in the example below).
4. Scroll to the Summary section of the Weekly Labor Report. The Summary Section will
show total Crew Hours (Regular + OT Hours) and Total Pay. When finished, click the X in the upper right hand corner to close window.
The report will show all wages and hours except for those of the General Manager. Those hours must be tracked separately.
5. Close down Aloha Manager when finished.
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Submit Payroll At the beginning of the two-week payroll period, the payroll representative will email an Ivar’s Input Sheet to all the stores. You must enter each employee’s hours into this spreadsheet and email it back to the corporate office at the end of the pay period (alternating Mondays at noon).
9. You will receive, via email, the Ivar’s Input Sheet (payroll sheet) at the beginning of each
pay period. Open the email by double clicking on the message that contains the attached spreadsheet.
10. The message will open. Right-click on the Ivar’s Input Sheet.xls attachment and click
Save As.
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11. A “Save Attachment As” window will display. Click the down arrow to the right of the “Save in:” window and click Desktop as the destination to save the document.
12. Notice that Desktop displays in the “Save in:” window. Click Save, and the Ivar’s Input Sheets spreadsheet now resides on your computer desktop. Close your email program.
13. Open the Ivar’s Input Sheet by double clicking the Ivar’s Input Sheet.xls from your desktop.
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14. A sample Input Sheet can be seen below, with examples of shift hours already entered. The days of the week are listed across the top (with the first week on the left and the second week on the right), and the employees are listed on the left. Enter your hours in the first week, and then scroll to the right using the scroll bar on the bottom to enter the hours of the second week. You can get employee hours by week from the Aloha Weekly Payroll report that you have printed.
Remember you will need to shade those cells yellow which comprise a new employee’s first 20 hours. Detailed instructions can be found in Chapter Three of your Employee Training Manual.
Additionally, you will need to label shifts with an “H” for a holiday, “S” for a sick day, or “V” for a vacation day; if you need further explanation, ask your District Manager. If you borrowed an employee from another location, you will need to manually enter his/her name in one of the rows; if necessary, look on the tab titled “Sheet 1” for a list of all employees categorized by store.
15. After you have finished entering payroll hours, click the Save disk icon in the upper left-
hand corner of the spreadsheet.
16. Close the spreadsheet, by clicking the X in the upper right-hand corner.
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17. At the end of the payroll period, make sure this spreadsheet is accurate with data from both pay weeks completed, and then prepare to send it by clicking the Outlook icon on the desktop.
18. Click New Mail.
19. A New Message Window will display. Type [email protected] in the “To:” field and type Payroll in the subject field.
20. Make sure Desktop is selected in the “Look in:” field. Click Ivar’s Input Sheets.xls and click Attach.
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21. The file is now attached to the email message. Click Send to send the message to payroll, and then close down the program when finished.
If a manager or employee attends an out-of-store training meeting or class, you will need to type a note in the body of the email to properly alert the payroll representative. Instructions can be found in Chapter Three of your Employee Training Manual.
Countdown / Checkout Tills / Enter Deposits
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Each time after a cashier’s shift is over, or the cashier is done running the till, you will need to count the cash and run a till checkout. This procedure will most likely be performed in the afternoon as your opening cashier leaves for the day and at closing time (all tills must be checked out by closing).
1. Login to the register as any cashier or manager. If you are already logged in than skip
this step.
2. Click the EMPLOYEE FUNCTIONS button.
3. Click OPEN DRAWER button.
4. Swipe the manager’s card at the Login screen.
5. Click the CHECKOUT button.
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6. Click the OK button and the drawer will open.
7. Go to the login screen and log on the next cashier.
8. Take the till to the office and count down the till. Secure all the cash, write down the amount in the till (minus the amount you started with) on a slip of paper, and then return to the register. Please note: if you made cash drops prior to counting down the till, you would not include those amounts in the total you have taken from the till.
9. Log off the current cashier and re-sign in as the cashier of the till just counted down.
10. Click EMPLOYEE FUNCTIONS.
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11. Click the Check Out button.
12. A window will display that says, “Are you sure you are ready to checkout?” Click OK.
13. Swipe the manager’s card at the login prompt.
14. Enter dollar amount of the deposit and click OK. The difference from cash counted and cash reported will be your over/short.
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15. The checkout slip will print out, and the cashier should sign it for verification. Any
significant amount in the “Over/Short” column should be investigated immediately. 16. Log off as the cashier and re-sign in the next cashier. 17. After verifying the cash, put the cash taken from the till, add in the cash drops from earlier
in the day, and then place it all in a sealed bank bag with a completed deposit slip (the total amount of the money just taken from the till and the drops will be your deposit amount). Before finishing, make sure to organize the daily envelope.
18. Double click the Aloha Manager icon on your desktop.
19. Enter your Username (the last four digits of your Social Security Number). Enter the unique Password assigned to you, and then click Login.
20. Click Functions and then click Edit Deposits.
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21. Click Add.
22. The Edit Deposit Entry window will display. Enter the amount of your deposit (cash
from till plus earlier drop amounts) and type in deposit number (First, Second, Third, etc.) in the description field. Click OK.
23. Close down Aloha Manager.
Print Daily Sales Summary
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Each night, you must print the Sales Summary report for the day. This report contains pertinent information that you will need in order to Submit Daily Sales information to your District Manager. You will also refer to this report and enter the sales information into your Daily Labor Worksheet.
1. Double click the Aloha Manager icon on your desktop.
2. Enter your Username (the last four digits of your Social Security Number). Enter the
unique Password assigned to you, and then click Login.
2. Click Reports, highlight Sales, highlight Sales again, and then click on Summary.
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You can also access the Sales Summary Report quickly by clicking on the SALES REPORT icon on the left.
3. Select Date or Dates that you want to view sales information, make sure DAILY CASH SHEET is selected in the Select Report Setting, and then click Print. If you would like to view the information instead, simply click View.
When selecting multiple days the sales information will be consolidated. If you would like to view days separately, select the particular day and view it.
To view a Weekly report, select all the days of the week. This report is more detailed and accurate than the Weekly Sales report.
4. The Sales Report will either print or simply be displayed on the screen depending on your selection.
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• The buttons are to page up/down the report viewed on screen.
• The button is to print just the page being viewed.
• The button is to print the entire sales summary report.
• The button is to zoom in and out to make the report smaller/larger on screen.
• The button is to close out of the report when finished viewing.
• Before you print, view the Sales Report here first to verify that the information is correct.
5. Below are the definitions of some of the listings that can be found in the report:
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• GUEST COUNT: The daily entrée count, which is broken down into different dining segments (lunch, dinner, etc.).
• NET SALES: The day’s net sales.
• PAIDOUTS: Paid out dollars for the day. Although the category is titled “Paidouts,” its grand total will include the amount of cash dropped for the day. When reporting this figure to your District Manager, however, you should only report the figure listed on the “Paidout” line (listed after “Cash Drop”).
• DEPOSIT: The deposits entered in Aloha Manager. Please note: the total of the “Deposit (calculated)” line also includes any over or short amount. When reporting the total deposit figure to your District Manager, you will need to manually add up the amounts of Deposit 1 and 2, instead of simply replying on the “Deposit (calculated)” total printed.
• DEPOSIT O/S: The cash over/short total for the day.
• REV ITEMS SOLD: The total dollar amount of gift cards sold that day
• REFUNDS: The total dollar amount of any refunds given today.
• VOIDS: Void dollars for the week. Voids are the total of all corrected overrings that required management approval but were not refunds.
• SALES BY CATEGORY: A listing of the menu categories sold that day expressed in dollars.
• NON-CASH PAYMENTS: The total credit card sales for the day.
• COMPS: The total number of employee meals and Ivar’s Guests for the week.
• PROMOS: The total number of dollars discounted for the week.
This daily sales summary will eventually be folded vertically and wrapped around the daily envelope and sent into the corporate office.
Print Daily Hours Summary
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After printing the Daily Sales Summary, you must print or view the Daily Payroll report so that you can send the labor hours to your District Manger.
1. First, you will need to view the day’s labor hours. Click Reports, then Sales, then
Hourly Sales and Labor, and then Summary.
2. The total hourly sales and labor report will display, and the hours for the day (for everyone except the General Manager) will appear at the bottom of the labor column. Remember that you must take out any training hours, such as the first 20 hours of a new employee, from this total in order for it to be accurate. Write down this number or print off the page so that you have it to report to your District Manager.
3. Close down Aloha Manager when finished.
4. For more detailed numbers, General Managers and Assistant Managers can also access
the Daily Labor Report. In Aloha Manager, click Reports, highlight Employee, and click on Labor.
5. The Labor Report window will display. Make sure that DAILY LABOR report is showing under the Select Report Settings. Select the Date, click Select All Employees and click View.
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6. The Daily Labor Report will display, and it will show hours and total pay for each
individual employee. This information is not available to Shift Managers, so the GM or the Assistant may want to calculate training hours before leaving for the day so that the closing Shift Manager knows how many hours to subtract.
7. If you notice any errors in the daily report (i.e., an employee forget to clock in or clock
out), you can find instructions for correcting this problem on page 109. If the night manager does not take care of any errors before closing, only the General Manager can correct the hours after the day has been completed.
8. Close down Aloha Manager.
Send Credit Card Batch
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Each evening you must process that day’s credit card transactions after the store has closed.
1. Double click the Aloha EDC icon on your desktop.
2. Click Login.
3. The Aloha EDC Login box will display. Type in your Username, which is the last 4
digits of your Social Security Number, and then type in your Password (same password that you use to login to Aloha Manager). Click OK to login.
4. Click Functions.
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5. From the drop-down menu, click Settle Batch.
6. A Select Processor window will display. Click VISANET.
7. Click OK.
8. A Confirm window will display. Click OK to confirm that you wish to settle batch.
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9. If successful, a Result Window will display with an Approved Auth Batch code. Click OK
to close the window. If the settlement is unsuccessful, you should leave a note for the opening manager so that he/she can try again.
If batch settlement continues to fail, call support.
If the EDC totals do not match those of the Daily Sales Summary, you should contact the I.T. Department using the Help Spot.
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Till Assignment At the beginning of the day and prior to shift changes, you will need to assign your cashiers to tills. The first employees of the day are usually logged on using the numbers 1000 (top drawer) and 2000 (bottom drawer), while the afternoon cashiers are given 3000 and 4000.
1. Go to the front register and type 1000 at the login screen to login the first cashier, then
click OK.
2. Click the EMPLOYEE FUNCTIONS BUTTON.
3. Click ASSIGN DRAWER button.
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4. Click CASH DRAWER 1 button.
5. A “Now Assigned to the Drawer” window will display. Cashier 1000 is now assigned to
the top drawer #1, so you may click the screen to close the message.
6. To assign Cashier 2000 to the bottom drawer, follow steps 1-5, but start by typing in the
number 2000 and select the Cash Drawer 2. 7. Repeat steps 1-5 in the afternoon when you assign Cashier 3000 to the top drawer and
Cashier 4000 to the bottom drawer.
It is very important to always count your tills before assigning the drawers to the cashiers and verify your safe fund using the safe audit sheet.
If you need to review the procedures for checking out a till, they can be found on pages 56-60. When finished counting down a till, you need to seal the deposit inside a bag with the deposit slip.
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Clock In / Clock Out
To clock in or out, start by simply touching the screen to view the number pad screen.
• Use the last 4 digits of your Social Security Number to clock in/out. Managers must use their swipe card to clock in/out.
• “Dummy” cashiers are used for order entry. Use 1000, 2000, 3000, or 4000 for access to employee functions or to ring orders.
• Messages can be left on this screen as reminders for employees. Changes are made in Aloha Manager.
If an employee forgets to clock in/out for a shift or for a break, the manager on duty can correct the oversight. Instructions for that procedure can be found later in this chapter.
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Order Entry Shown below is the screen utilized for ringing in orders for the guests. To begin, simply touch the item button that you want to add to the customer check.
• Menu items are color coded to their category and a running total of the items selected is kept for you in the check area on the left side of the screen.
• Once everything has been totaled, and if the customer has given one bill for the payment (such as a twenty dollar bill), you can close the check quickly with the Quick Cash keys located at the bottom of the screen.
• If there is an item not located on the screen, you can search for it under ITEM LOOKUP. If you happen to know the PLU already, however, you can just touch the PLU button and enter that item’s specific PLU number.
• You can have multiple orders open at the same time by starting an order then touching the NEW ORDER button. The first order will then minimize and appear as a “bobblehead” on the bottom left (simply touch on it to return to it). This step will come in handy during busy rush periods or if a guest calls in an order and wants to know the total before arriving.
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• To save time when a customer orders multiple amount of the same item, first touch the QUANTITY button and follow the prompts before selecting the item.
• If the guests would like to have their orders “to go,” you should press the To Go button (near the bottom on the right side) on the screen so that your store can track the percentage of meals eaten in versus the percentage eaten out. You should still draw the line down the receipt after it prints, however, so the middler will have a visual cue that the order needs to be bagged up.
• Use the grey buttons near the bottom of the screen to jump to the DRINKS, SALADS/GRILLED, or MISCELLANEOUS order entry screens.
• The only discount listed on the main order screen is the 10% Carte Clam Member discount. All the others can be found on the Tenders/Discount screen, which is explained beginning on page 108.
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Item Correct Sometimes the cashier might need to take an item off the running total because the button was either accidentally pressed or the guest changed his/her mind.
1. On the left side of the screen, touch the item that needs to be removed and it will be highlighted. In the example below, it is the Cod Caesar.
2. Press the Item Correct key.
3. The item will then be removed from the list and the cost will be subtracted from the running total.
Please note: Items that are removed using the Item Correct button will not appear as a void on the daily cash sheet as long as they are still “blue” in color on the screen. Once you advance into the ordering process beyond a certain point (such as hitting the Canadian button or the Gift Card button to accept these special forms of payment), the items will then turn black in color, and you will need a manager’s approval to remove the item. In addition, these black colored items will then show up in the void total on your cash sheet.
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Drinks Screen Shown below is the screen that will appear when you hit the DRINKS button from the main ordering screen. If the guest is ordering a soft drink, for example, you would hit the REGULAR DRINK or MOBY button (depending on the size desired) followed by the drink flavor. Please note: if you only hit the drink flavor button, then no price will be attached to the guest check. You must touch the size button as well in order for it to be properly rung up.
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Salads/Grilled Screen This screen that contains Ivar’s salads and grilled items is also reachable from the main ordering screen. This screen may change from time to time as new items are added to the menu, but you should easily be able to find all of these specialty items here.
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Miscellaneous Screen This miscellaneous screen is also reachable from the main ordering screen. It contains gift card sales, gift card balance check, breakfast items, extra condiments, and other items that are not frequently used.
Gift Card Sales
• To sell a gift card or add to an existing customer’s card, hit the MISC button and then the GIFT CARD button.
• Enter in the number of cards to be sold (default is one) and then press OK. To prevent confusion, it will probably be best to only load up one gift card at a time.
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• Enter dollar amount to add to each card, and then swipe the new card or the existing customer’s card.
Gift Card Balance Check
• Hit the MISC button and the GIFT CARD BALANCE CHECK button.
• Swipe card when the “Enter Card Information” screen appears.
• The balance will print but will not display on screen.
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Tenders These buttons will be pressed after the guest has handed you payment for the order. You can use the $50 - $5 quick cash keys to quickly close out the check if the guest hands you one bill as payment, or use the EXACT CASH key if there is no change needed. If the guest’s payment does not fit either of those categories, you can press CASH, which will prompt you to enter the amount tendered and then show change, or the TENDERS/DISCOUNTS button, which will show other miscellaneous payment options.
Tenders/Discounts Screen Shown below is the screen that will appear after pressing the TENDERS/DISCOUNTS button.
• For a credit card payment, you must first select the correct credit company (either VISA or MasterCard), swipe the card, and then click OK from the screen that will appear.
• Use the CLOSE CHECK button when you have a zero total check that needs to be cleared.
• The IVAR’S GUEST button is used for a company “Blue Card” or when charging a free item for a guest (if an error was made on an order, for example), and the EMPLOYEE MEAL button is used for ringing up free meals for the on-duty staff. Both of these functions require the authorization of a manager.
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• There are three types of gift certificates that can be redeemed as payment:
a. GIFT CERTIFICATES SOLD: The WHITE gift certificates for which we DO give change. b. GIFT CERTIFICATES PROMO: The PROMO gift certificates for which we DO NOT give
change (they are colored green, pink, etc.) c. CLAM BUCKS: These are another form of promotional gift certificate for which the guest
does not receive change.
• The PROMO LOOKUP button is to be used when a guest has a coupon or discount other than the senior discount, which is listed on the main screen.
Please note: You should check with your store manager or consult the Ivar’s Operations Manual regarding specific instructions for using these miscellaneous tender buttons. For example, there are guidelines to be followed when handling guests using credit cards and limits to the amount an employee can have for a free meal.
• The CANADIAN button is to be used when the guest is providing Canadian funds to pay for a meal (generally only allowed at the SeaTac Airport and Bellis Fair Mall locations). When the guest offers Canadian money, the cashier will need to press this key and the following screen will appear:
The total on the right will now display the balance due in Canadian dollars underneath the total in American dollars. The cashier should tell the guest how much he/she owes, and then enter in the amount given into the keypad on the right. The register will then let the cashier know how much change should be given back (in American dollars) to the guest.
For more information on depositing Canadian funds, please see the Ivar’s Seafood Bar Cash Handling Guidelines.
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Gift Card Redemption
• Enter in the guest’s order as usual and then hit TENDERS/DISCOUNTS and GIFT CARD.
• The screen below will appear. If the guest does not want to, or cannot, pay the entire amount on the gift card, then hit CLEAR, type in the new amount, swipe the card, and then hit OK. If the guest wants to use the card for the full amount, then just swipe the card and hit OK.
• The payment will then process. If the gift card balance is not enough to cover payment, the cashier will be alerted to ask for additional payment.
• If the gift card strip has been de-magnetized, you can type in the 14 digit number found below the magnetic stripe (see picture below).
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Promo Lookup On this screen you will find the various promotions and discounts that may be available for certain guests. Select the correct promotion that applies for the transaction you are processing.
• Touch the PAGE DOWN key to view more discounts.
• The promotion will not work if you don’t follow the rules of the discount (i.e., the Free Chowder with Coupon will not work without an entrée ordered first).
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Recalling and Reopening Closed Checks You can re-print a copy of a receipt for a closed transaction, or make changes to closed checks such as voids, promos, or payments, using the REPRINT CLOSED CHECK or REOPEN CLOSED CHECK buttons.
1. Press the button that corresponds to the action you desire. You may only reprint or reopen a receipt from the current day. To reprint receipts from previous days, please see page 138-140; to refund money from a previous day, you would need to use the refund key (all actions are management level only).
2. Swipe your card to enter your management password.
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3. Select the terminal from which the receipt came (unless you have two registers, the
selection will always be Terminal 1). Hit OK.
4. Select the receipt you need from the list of receipts, and then select OK.
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5. If you are re-printing a receipt, your selected receipt will print and you can move on to
your next transaction after closing out this check.
If you are reopening a receipt, the receipt will appear on left of the screen with the menu items printed in black type (which means they require management approval to change).
6. Highlight the items you want to erase by pressing the name in the running total followed by the ITEM CORRECT key. You can also alter the method of payment (from cash to credit card, for example), but remember that each item that is changed will require a swipe of the Manager-in-Charge’s card.
7. Once your changes have been made, you will need to hit the CLOSE CHECK button on
the TENDERS/DISCOUNTS screen to close it out.
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Cash Drops and Paid Outs Large bills must be taken out of the register and placed in the safe following any rush period (“cash drops”) and during each hour from the end of dinner until closing. In order to account for these missing bills in the till, you must follow the steps below. In addition, if you have any paid outs to vendors, you must process the paid out first at the register, and then record the transaction on a computer file. Both of these transactions have similar steps.
1. Login to the register as any cashier or manager. If you are already logged in, skip this
step.
2. Click the EMPLOYEE FUNCTIONS button.
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3. Click MANAGER DRAWER button.
4. Swipe a manager’s card at the Login Screen.
5. Both cash drawers will display. Click the till from which you are taking money.
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6. Click the Cash Out button.
7. The Petty Cash Account window will display. If you are conducting a cash drop, then select CASH DROP. If you are conducting a paidout, skip to step 11.
8. Enter the amount of cash drop and click OK to complete the process.
9. A cash drop slip will print, and it should be verified by the Manager-in-Charge and placed in the safe until the tills is counted.
10. Click DONE to close and exit. The remaining steps in this section are for a paidout.
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11. Click the PAIDOUT option and then enter the dollar amount of the paid out.
12. Click OK to complete the process and a paid out slip will print. A manager and crew member on duty must sign to verify this transaction.
13. Click DONE to close and exit.
14. Write down the reason for the paid out on the slip, staple the receipt and payout slip together, and place them in the daily envelope for that date.
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Redundancy Mode If your back office computer is temporarily unable to communicate with the terminal at the cashier station, you will need to operate the till in redundancy mode. You will first notice this condition when the sign-in screen says “Can’t Find File Server” and has a button marked “Make File Server.” Press the button and the screen will re-appear with a red box around it, as shown below:
To continue operations, add the numbers together that can be found in the bottom left and bottom right of the screen (they do not appear in the example above). Enter this sum into the sign-on pad, and you will be able to use the register during this period. Immediately afterward, please send a sysaid.
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Cleaning the Screen and Credit Card Swipe It will be necessary to clean the terminal to prevent a buildup from fogging the screen. Every night the screen should be wiped down with a soft cloth that has been moistened with warm water. This cloth should be free of chemicals and bleach – only a slight bit of water to make it damp. On a weekly basis, it should be cleaned with a computer screen cleaner that can be ordered from the corporate office. You should also clean the credit card swipe from time to time. Wait for a downtime in business, wrap a wetnap around a credit card or ID card, and slide them through the swipe numerous times. This action will clean out the residue in the swipe and help it to read cards more efficiently. Make sure to wait a little while before running a new card through so that the swipe has time to dry first.
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Edit Previous Days’ Punches (General Manager Only)
The General Manager of the location can edit the employee clock-in and clock-out times, and verify that all breaks were taken, for the previous day or days. Only the General Manager may complete this function, but other managers may edit clock-in and clock-in times (but not for breaks) before the end of a business day (see page 114).
1. Double click the Aloha Manager icon on your desktop.
2. Enter your Username (the last four digits of your Social Security Number). Enter the
unique Password assigned to you, and then click Login.
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3. First, you will need to view previous day’s labor hours. Click Reports, highlight Employee and click on Labor.
4. The Labor Report window will display. Make sure that DAILY LABOR report is showing under the Select Report Settings. Select the Date, click Select All Employees and click View.
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5. The Daily Labor Report will display so that you may verify that all employee clock-ins and clock-outs are correct; if they are not correct, you will have to edit. You can either print the report or simply make note of any incorrect employee times, and then close the report.
6. Verify that each employee has taken his or her mandatory breaks. Click Reports,
highlight Employee and click Employee Breaks.
7. The Employee Breaks Report window will display. Select the Date and click View.
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8. The Employee Breaks Report will display so that you may verify that all employee breaks are correct. If they are not correct, you will have to edit. You can either print the report or make note of incorrect employee break info, and then close the report.
9. To edit employee clock-ins, clock-outs and breaks, click Functions and select Edit Punches. If you have verified that all clock-in, clock-out and break information is correct, then skip steps 9-13.
10. The Edit Prior Days’ Time and Attendance window will display. Select the Date that
you wish to edit. By default, the previous days’ date will display. If you wish to edit another day, click the drop-down arrow and select the date from the list.
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11. Select the Employee that you wish to edit clock-ins or outs and click Edit. If an employee is not listed, then he/she did not clock in. In this case, click Add.
12. If you are editing breaks, select the Employee that you wish to edit and click Breaks.
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13. After you click Edit to edit clock-ins/out or Breaks to edit breaks (steps 11 and 12), that employee’s clock-in and clock-out information will display. If necessary, edit the Time In or Time Out.
Aloha time uses the 24-hour clock, where 6:00 is 6:00am, 13:00 is 1:00pm and 24:00 is midnight. Once you have edited the employee’s time, click Save and the window will close. Edit each employee’s time as necessary.
14. Repeat steps 3 through 5 of this section to view the updated Daily Labor Report. If the
clock-in and out times and break times are now correct, make a note of the total hours for the day. You will need this number to report to your District Manager.
15. Close down Aloha Manager when finished and report the corrected total.
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Enter New Employees (General Manager Only) When you hire a new employee, you will need to enter that person’s information into Aloha Back of House. Additionally, if the employee is a Shift, Assistant, or General Manager, you will need to assign a swipe card which he/she is required to use. Shifts and Assistants will use the card to clock-in, clock-out, break-in, break-out, as well as to perform manager functions (voids, re-opening checks, employee meals, refunds, etc.) The swipe cards will not be shared and will be used only by the person who was assigned the card.
1. Double Click the Aloha Manager Icon on your desktop.
2. Enter your Username (the last four digits of your Social Security Number). Enter the unique Password assigned to you, and then click Login.
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3. Click Maintenance, select Labor, and click Employees.
4. With any employee highlighted in blue (as shown below) directly start typing the last four digits of the new employee’s social security number and press Enter.
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5. This action will clear all fields and allow you to enter all the necessary information. Last Name, First Name, Birth Date and Start Date are all necessary fields. When finished entering all mandatory information, click Save.
• Use the Tab key to jump from field to field.
• The Nickname field will fill automatically, if left blank, by the First Name.
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6. Click the Job Codes tab and click the down arrow to the right of Job Codes. Each employee must be assigned a job code.
Job codes
• Training: Only used by employees that will use the register for training purposes. If selected, this employee will not be able to ring in sales.
• Cashier: This is only used for Cashier functions. Only Cashier 1000, 2000, 3000, and 4000 (generic cashiers) will be assigned this code. Do not assign this code to any employee!
• Crew: Most employees are listed as crew and most will be assigned this job code.
• Lead Manager: All hourly Shift Mangers and Assistant Managers will be assigned this job code.
• Manager: Only the salaried General Manager will be assigned this job code. The salaried manager is not required to clock-in and his/her hours must be tracked separately.
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7. Click the down arrow that is located below the Access Levels tab.
Access levels
• None: All employees except for Shift, Assistant and General Managers should be assigned this job code. By default, “None (0)” is selected.
• Cashier: Only assigned to cashier 1000, 2000, 3000, and 4000 (generic cashiers). Do not assign this code to any employee!
• Manager: Assign only to Shift, Assistant and General Managers. This assignment will give management the rights to perform voids, employee meals, re-open tickets, refunds, etc.
8. You must enter employee’s hourly rate in the Rate field.
9. Click the Back Office Security tab, which will allow the management access to Aloha Manager. Back office security is only granted to Shift Managers, Assistant Managers and General Managers.
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10. If employee is Shift, Assistant or General Manager, click the down arrow to the right of Security Levels and select the appropriate Back Office security level. If an employee is not a Shift, Assistant or General Manager, then select No Start Level.
Access levels
• No Start Level: This should be assigned to all employees except for Shift, Assistant and General Managers. They will not be able to access the back office.
• Lead Manager: Assign to Shift Managers and Assistant Managers.
• Manager: Assign to General Manager only.
• District Manager: Assigned by I.S. to District Managers
• Admin: Do not assign. For administrative purposes only.
11. When finished entering all employee information, click Save. The new employee information is updated on the front terminal without refreshing.
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12. If the employee is a Shift Manager, Assistant Manager or General Manager, you will have to assign and program a swipe card for him or her. To do so, perform the following procedures:
Instructions to program new swipe card
• Punch in your employee number on the register.
• Touch the Password button.
• At the prompt, swipe your new card.
• Again, it will prompt you to re-enter your password. Swipe your card again.
• Done.
Instructions to reset your password if you lose or break your card (Note: another manager must be present to do this function)
• Login a cashier (1000, 2000, 3000, 4000) at the register.
• Touch the Employee Functions button.
• Touch the Clear Password button.
• At the prompt, the other manager must swipe his/her card.
• Touch your name from the list shown.
• Exit out of the order entry screen.
• Enter your last four digits of your password to login again.
• Punch in your employee number on the register.
• Touch the Password button.
• At the prompt, swipe your new card.
• Again, it will prompt you to re-enter your password. Swipe your card again.
• Done.
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Reprinting Previous Days’ Receipts (General Manager Only) If you need to verify a receipt from a previous day, they can be accessed through the Aloha Manager site.
1. Double Click the Aloha Manager Icon on your desktop.
2. Enter your Username (the last four digits of your Social Security Number). Enter the unique Password assigned to you, and then click Login.
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3. Click on Reports and then Reprints.
4. The Reprint Program will be activated on a separate screen from Aloha Manager. The example before is for the Alki Spud restaurant.
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5. Choose Reprint and then Guest Check.
6. Click on the date of the receipt that you are seeking.
7. A chronological list of the guest checks for that day will appear (you can change the sorting method by clicking on the category names above the checks). When you find the check you want to reprint, highlight it and select Reprint. Make sure to close down the Reprint Program and Aloha Manager when finished.
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Time Change The Aloha system will automatically change the time when Daylight Savings Time begins and when Daylight Savings Time ends. You will need to do nothing to correct for these changes.
Internal Website By accessing the Ivar’s Internal Website, you will find a variety of sources of information. This page will contain links to Human Resources, Training Resources, Restaurant Financial Information, and company contact numbers. Please note: access to the internet must not be abused. Your online privileges extend only to business-related sites such as the Ivar’s internal website and those related to your business (e.g., checking the weather forecast to determine production levels).
1. Double click the Ivar’s Website Icon on your desktop. The website will appear after you hit OK. As mentioned earlier, you will find access to:
• Human Resources documents (including new hire packet material) • Important contact information for corporate employees and other restaurants • Your restaurant’s financial records (under Clamformation)
Explanations of the important links at the bottom of the page can be found on the next few pages.
Maintenance Request If your store needs any repairs, you will need to submit your maintenance request via the internal website.
1. The Maintenance Request form will display. You will need to fill out all the fields on the form before submitting (descriptions of each field are below). Once finished entering all data, click Submit.
You should receive a reply back that same day from the corporate office stating that your request has been received. If you do not get this reply, please call the corporate office and ask for the Facilities Manager. Please note that this service is for non-emergency repairs. If you have an emergency that occurs on a weekday between 8:00am and 5:00pm, you will need to report it to Maintenance by calling (206) 730-9734, and then call your District Manager immediately.
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For evening and weekend emergencies, first call your District Manager to determine if he/she would like to authorize immediate overtime repairs or wait to have the repairs done during regular working hours. If the decision is made to proceed immediately, then call the Evening and Weekend Answering Service at (206) 230-4300. The service will alert the on-call maintenance person, who will then contact the store to give an estimated time of arrival.
Please refer to the information below regarding either computer help requests and supply ordering. Additional information can be found on the next few pages. Technical Support Policy – Emergency during regular business hours In technical support terms, an emergency is any issue that prevents you from ringing in guest orders on the register. If you are experiencing such an emergency during regular business hours (Monday through Friday, from 9:00am to 5:00pm), please call the corporate office (206) 587-6500 Technical Support Policy – Emergency outside of regular business hours
please call the emergency line 206.571.5887
Equipment Supplies
• Aloha Printer Paper - Now Ordered through the Ivar’s/Kidd Valley Intranet site.
• Printer Toner and Cartridges – Now Ordered through the Ivar’s/Kidd Valley Intranet site.
Computer Support If you are having problems with your computer, register, or printer that are non-emergencies, you will submit your help request via the website. If your issue is an emergency that prevents you from serving guests, call the emergency support number.
1. Double Click the SysAid Icon on your desktop.
2. You will need to fill out all the fields on the form before submitting (descriptions of each
field are on the next page). Once finished entering all data, click Send Request.
• Please provide a detailed description of problem: Enter a detailed description of your problem and be as specific as possible. If you are having a problem with inputting employees in Aloha, for example, provide details of that exact problem. Do not just report, “My computer is not working,” or “Aloha is not working.”
Troubleshooting
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In this section you will find answers to some of the most common questions that have arisen regarding the Aloha system. In many cases you will be able to correct these situations on your own, but some of them will still require a help spot. Also, please remember: the help spot should be used regarding almost every problem that occurs with Aloha. You should not call the emergency number unless your Aloha terminal is down and you are not able to serve customers (and in the case of evenings or weekends, you should contact your District Manager if this event occurs).
Gift Card Problems If you encounter any problems loading or re-loading a gift card, you will need to note the little number on the back of the card (found beneath the stripe) and send in a help spot about the card. If the card in question has a number above the stripe as well, it does not need to be reported.
Please send the help spot as soon as possible, and assure the guest that the problem will be corrected within 24 hours. In addition, it is this same 14 digit number that you will need to manually type in if the guest’s card has become de-magnetized.
Credit Card Problems Reading credit cards If your credit card swipe does not seem to be reading cards, it may be that the inside of the swipe has become dirty. To clean it, wait for a downtime in business, wrap a wetnap around a credit
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card or ID card, and slide them through the swipe numerous times. This action will clean out the residue in the swipe and help it to read cards more efficiently. Make sure to wait a little while before running a new card through so that the swipe has time to dry first.
Forgotten Aloha Manager Passwords If one of your managers forgets their password for the Aloha Manager, the General Manager or District Manager will need to log on to Aloha Manager to correct the problem.
1. Once in Aloha Manager, click Maintenance, select Labor, and click Employees.
2. Find the employee using the drop down menu at the top of the field.
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3. Select the Back Office Security tab, and then select Clear Back Office Password.
Once completed, the manager will be prompted to enter a new back office password the next time that he/she logs onto the system.
4. Log out of Aloha Manager when finished.
If you need to reassign a new swipe card to a manager, or if a manager has lost or broken his/her card, you will find the instructions for these procedures on page 137 of this manual.
Register Problems If your register drawers do not open after a transaction, check the connection between the credit card machine and the terminal. They connect behind the register through a device that looks like a phone jack (see below).
If the credit card machine wire has
become disconnected, the register drawers
will not open.
Make sure it is completely
plugged into the jack.
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If your register screen goes black, or if you find that it is not working properly, you should try to reboot the Aloha terminal.