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Finance

Front Desk Cash Handling

To control cash at the front desk so that every movement is recorded and any difference is identified at the shift it occurred.

Scope

Applies to every cash float, cash payment and cash refund at the front desk and outlet cashier positions.

Responsibilities

The cashier on shift is personally accountable for their float. Finance performs surprise counts. Duty Manager witnesses drops.

Required tools

Individual cash float, drop safe, count sheet, counterfeit detection pen, point of sale.

Procedure

  1. Count your float in front of the outgoing cashier at handover and sign the count sheet.
  2. Never share a float. One float, one named cashier, one shift.
  3. Check every note above the set threshold with the detection pen before accepting it.
  4. Count cash back to the guest aloud, and place the tendered note on the drawer edge until change is given.
  5. Post every cash payment to the correct folio immediately, never at the end of the shift.
  6. A refund in cash requires Duty Manager authorisation and a signed refund voucher before it is paid.
  7. Drop excess cash into the safe whenever the float exceeds its limit, witnessed by the Duty Manager.
  8. Count down at the end of shift, complete the count sheet, and record any difference honestly.
  9. Report any difference at handover. A difference concealed is a disciplinary matter, a difference reported is an investigation.
  10. Seal the drop envelope, record the serial number, and hand it to the safe in the presence of the witness.

Checklist

  • Float counted at handover
  • Float not shared
  • Notes checked
  • Change counted aloud
  • Payments posted immediately
  • Refunds authorised in writing
  • Excess dropped and witnessed
  • End of shift count done
  • Difference reported
  • Drop envelope sealed and recorded

Safety notes

Never count cash in view of the lobby. Never carry cash through a public area without a second employee.

Quality standard

Every shift has a completed and signed count sheet. Differences are reported the same shift, without exception.

Escalation

Escalate to Finance and the Duty Manager for any difference above the set threshold, any suspected counterfeit note, and any refund request without a folio.

Use this procedure with your team

Procedures are issued to a property, acknowledged by the staff it applies to, and re-issued when they change.

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