Manager

This manual is for the people who run the shift and the branch. It covers four roles with one job in common — keeping service running and saying yes or no when the till needs a decision — and more power the higher you are. It points to the guides for everything you do yourself, and to the manuals of the people you look after.

Who this manual is for

• Supervisor (supervisor) — runs the shift on the floor: opens and closes the trading shift, approves voids, large discounts, house account charges and pay-outs on the staff’s tills, decides till variances, dispatches deliveries and keeps an eye on the kitchen and bar boards.
• Restaurant manager (restaurant_manager) — runs service in the restaurant outlets of a branch: everything a supervisor does, plus refunds, the menu and prices, the floor plan, staff time and leave, loyalty, deposits, events and the reports. Stock, purchasing and terminals are not part of this role.
• Branch manager (branch_manager) — runs one branch: all of the above, plus stock, purchasing, terminals, staff records and user accounts for the branch.
• General manager (general_manager) — runs the whole business day to day across branches: everything a branch manager does in every branch, plus supplier payments, financial reports, settings and recipes.

In the pictures: Sam, the shift supervisor (employee number EMP-0018), and Moses, the branch manager of Kampala — Kololo. On the tills, boards and timelines they are Sam Supervisor and Moses Manager, the names they sign in with; in Team › Employees, the roster and the timecards their staff records read Samuel Mukasa and Moses Kigozi. Paul is the cashier, Brian the waiter.

Where you work: everywhere — on the floor at the tills (approving with your employee number and PIN), at the pass, in the office at a laptop for the roster, reports and approvals, and on your phone. Sensitive changes (refunds, closing a till, prices, terminals) ask you to be signed in with your e-mail and password, not a PIN.

Where you start

• Your landing screen: the Overview (/) for a supervisor, restaurant, branch or general manager (dashboard.view), with the branch switcher at the top left. On a till, a PIN sign-in keeps you on the till’s own screen; Open menu reaches the rest.
• What must be on: the restaurant workspace is always there; Room Service needs the Room service module, Accommodation / PMS the Rooms module and a property at the branch, Wellness & Fitness the spa, sauna, gym, yoga or retreats modules. A module that is off takes its pages out of the menu.
• Branch: the branch you are rostered at; a general manager switches between branches.
• Working offline: the till, the boards and the floor plan carry on on tills set up for it; the roster, reports, purchasing and settings need the connection (cloud mark in the menu). Approvals on a staff member’s till (your employee number and PIN) work offline and sync later.
• If you hold more than one role: the first rule that fits wins, in this order — managers and administrators (Overview), accountant (Finance), events and catering managers, retreat coordinator, procurement, store, reception, housekeeping, spa desk and therapists, trainer, instructors, gym desk, sauna attendant, cashier, waiter, host, kitchen and bar, riders. Someone who is both a manager and a cashier lands on the Overview; a cashier who is also a waiter lands on the Point of Sale. Every screen your roles allow is in the menu whatever you land on, and a till’s Open menu reaches it from a full screen.
• Finding your way: the menu (Daily operations, Business management, Shared tools, Administration & support), the page tabs, the breadcrumb and Help above every page, the star for favourites, Recent, Search (Ctrl+K) and + New are described in Find your way around.

A day at work

A new starter on shift? Approve their switch to training mode with your employee number and PIN — Approve a colleague’s training — let them practise during service, and look at their practice on the Training page afterwards — See who practised and clear the practice.

1. Sign in with your password — Sign in — and clock in — Clock in and out.
2. Check the dashboard, your notifications and the connection status — Find your way, Read notifications.
3. Check who is in and who is late — Correct attendance (managers; supervisors can see Attendance).
4. Open the trading shift — Open the trading shift.
5. Make sure every cashier, bartender and barista has opened a drawer — Open the till with a float.
6. Read the day’s bookings and deposits — Read the day’s bookings.
7. During service, approve at the tills with your employee number and PIN: voids, large discounts, house accounts and large pay-outs.
8. Run the pass and fire courses when the floor is busy — Run the pass.
9. Dispatch deliveries and deal with any that fail — Assign a delivery to a rider, Handle a delivery that could not be delivered.
10. Check the mobile money and card references — Verify payments — and reverse a payment taken by mistake — Reverse a payment.
11. Handle refunds (managers) — Refund a paid order.
12. Work the security alerts (managers) — Work a security alert.
13. When the drawers are counted, decide the variances — Approve or send back a till close.
14. Close the trading shift and read the shift report — Close the shift.
15. Read the day’s sales — Read the day’s sales.

Guides you will use

Running the shift (everyone in this manual)

• Open the trading shift — before the first sale.
• Close the shift and read the shift report — after the last drawer.
• Roster the week and set up shift templates — who works when.
• Run the pass: release and hand over — the expeditor screen.
• Fire the next course from the pass.
• Pack a takeaway, add a note and release it.
• Open the kitchen board and the bar board — see what is waiting and what is late.
• Mark an item sold out and back.
• Read and act on notifications.

Approving at the tills (everyone in this manual)

• Give a discount — above the limit, you approve on the staff member’s till.
• Remove a line that was sent to the kitchen and void an order that was sent.
• Charge a company’s house account — you approve the charge.
• Record cash in, cash out and safe drops — you approve a large pay-out.
• Approve or send back a till close — never a drawer you counted yourself.
• Hand the drawer over to the next cashier — you may close it for a cashier.
• Verify mobile money and card payments.
• Reverse a payment taken by mistake.
• Refund a paid order, in full or in part — restaurant, branch and general managers.
• Find an order and read its history.

Cash and money

• Open the till with a float and count and close the till — when you run a drawer yourself.
• Pay tips out to the waiters.
• Settle the rider’s cash — managers.
• Record an expense or petty cash — everyone in this manual.
• Approve or reject an expense — managers.
• Give a customer credit (house account) — managers.
• Set up payment methods — managers.

The floor, guests and bookings

• Read the floor plan, move a table, merge tables.
• Design the floor plan — restaurant, branch and general managers.
• Read the day’s bookings, seat an arriving booking, the waitlist, mark a no-show.
• Refund or forfeit a deposit — managers.
• Set up online bookings — general managers.
• Accept an online order, reject one, hand over a pickup.
• Answer website enquiries — managers.
• Set up the storefront and table QR codes — general managers.
• Merge duplicate customers — managers; export the customer list — general managers.
• Set up the loyalty programme and send a voucher campaign — managers.

Deliveries

• Assign a delivery to a rider — everyone in this manual.
• Handle a delivery that could not be delivered.
• Set delivery zones and fees and set up couriers — managers.

Menu, kitchen and bar

• Add a menu item, organise the categories, create a modifier group, build a meal deal, schedule a menu — managers.
• Set a price rule and a branch price — managers, signed in with a password.
• Set up stations and routing — managers.
• Read an item’s cost and margin — managers; recipes themselves are the chef’s (general managers may change them).
• Start a bar shift, end it, record a loss, read the bar reports.
• Set up bottles, measures and kegs — managers.
• Record café waste, read the café reports; set up the café and check what a drink costs — managers.

Stock and purchasing (branch and general managers; supervisors and restaurant managers can look)

• Find an item and its stock — everyone in this manual.
• Receive stock, issue, transfer, record waste, count stock.
• Reorder levels and low-stock alerts.
• See what sales used and compare theoretical and actual use.
• Approve a requisition and approve a purchase order (general and branch managers).
• Raise a purchase requisition, create and send a purchase order, receive goods.
• Pay a supplier — general managers.

Events and catering (managers; supervisors check guests in and serve at the event bar)

• Find a function on the catering board.
• Confirm a function without a deposit, cancel a booked function, set the catering rules.
• Approve a BEO version and see a function’s profit.
• Take and return the security deposit.
• Check guests in at the door and serve at the event bar.
• Read the catering reports.

Practising in training mode

• Approve a colleague’s training — supervisors and managers: your employee number and PIN in Approve training mode; then the boxes Training while this till was open and Training during this shift.
• See who practised and clear the practice — managers: the Training page with who approved, orders, voids, practice cash and time to pay; each practice order read-only; Clear training data.
• Start training mode, Practise a sale, Practise table service and Practise on the kitchen or bar board — what your new starters do.
• Sign in for training at a shared till — a trainee at a shared till.

Team

• Find a member of staff — everyone in this manual.
• Correct attendance and approve overtime and approve or reject leave — managers.
• Read staff performance and tips — everyone in this manual.
• Add an employee, set their PIN, change their status — branch and general managers.
• Add a user and give them a role — branch and general managers.
• Ask for leave and see your shifts and hours — your own time.

Tills, devices and the system

• Register this device as a till — everyone in this manual.
• Approve a new till and approve, restrict and revoke a till — branch and general managers.
• Prepare a till for offline use — branch and general managers.
• See every till’s sync status and resolve a sync conflict — managers.
• Work a security alert — managers.
• Search the audit trail — managers.

Reports

• Read the reports overview and the day’s sales.
• Open a report and filter it and know how fresh the figures are.
• Export a report and share a file with a link — managers.

Rooms, if your business has them (managers; supervisors charge to rooms, verify and approve)

• Read the room reports — occupancy, ADR and RevPAR, room revenue, deposits held, outstanding folios.
• Read the reception, housekeeping and room-service dashboards.
• Set prices by date and set up rooms and rates.
• Read and settle a folio in full — verify card and mobile-money payments, correct a charge, approve a refund.
• Take, refund or keep a deposit — a refund needs your approval.
• Check a guest in — overrides (a room not yet clean, a deposit not received) are yours, with a reason.
• Take and deliver room-service orders and charge a bill to a room at the till.
• Pause new room bookings — general managers and owners.
• Troubleshoot the rooms module.
• The front office’s own manual: Receptionist and front office.

Quick reference

Getting help

• A supervisor asks the restaurant or branch manager for anything their role cannot do: refunds, deposits to refund or keep, prices, staff records, stock adjustments.
• The branch manager asks the general manager or the owner for business-wide changes: settings, supplier payments, the storefront, custom roles.
• The administrator looks after user accounts, roles, terminals and settings; the accountant after the ledgers, bank and supplier payments.
• The Help Center: Help & Training › Role-Based Manuals shows your manual first and, under Your team’s manuals, the manuals of the jobs you look after — a quick way to check what your cashiers, waiters, cooks or riders have been told. The ? button, Help for this screen, opens the manual of the screen you are on. See Find help: the Help Center.
• Troubleshooting you will need most: in Approve a till close, Close the shift, Refund a paid order, Resolve a sync conflict and Work a security alert.

Manuals you can also read

The list below is what every role of this manual may read — a supervisor included. Restaurant, branch and general managers see more under Your team’s manuals in the Help Center (the chef’s, storekeeper’s, rider’s and events manuals, depending on the role).

• Cashier — For the cashier at the till — opening the drawer, ringing up and taking payment, verifying mobile money and counting the drawer at the end of the shift. The till, the terminal and the point of sale; nothing else.
• Waiter — For waiters and hosts — seating guests, taking table orders on the till or your phone, firing courses, splitting and printing the bill, bookings and the waitlist.
• Kitchen user — For cooks and kitchen assistants — signing in at the kitchen screen, reading and working the tickets on the production board, 86-ing a dish, the function sheets and your own time.
• Bartender — For bartenders — the bar board, bar tabs and payments, your own drawer, the bar shift with its bottle count, spills and breakages, bar stock and the event bar.
• Barista — For baristas — the café counter with call numbers, the barista board, calling orders on the collection board, café loyalty and prepaid, café waste and your own drawer.
• Pitch attendant — For the Football Turf desk — booking teams, taking the deposit and the rest, running the session on the pitch, hiring out kit and taking it back.
• Room-service attendant and runner — For whoever takes room-service orders and carries them up — taking an order for a room, paid on delivery or charged to the room, following it through the kitchen, bar and barista, delivering it, and charging restaurant and bar bills to a room.

What you can do

The table shows, for each area, which permissions each role of this manual holds (“all”, “—” for none, or which are missing). The ● permissions are sensitive: they ask for a password sign-in or a second person’s approval.