Contents Page. Waiter s functions Pg 3

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2 Updated 29 th Aug 08 Contents Page Waiter s functions Pg 3 1. Applications for new & existing members Pg 4 2. Ticket redemptions Pg 4 3. Accumulation of loyalty points Pg 6 4. Manual accumulation: a. power outage or loss of connectivity Pg 9 5. Loyalty point balance enquiry Pg 9 6. Frequently asked questions Pg General Rules Pg 12 Management & administration functions Pg Manual accumulation uploads Pg Processing of manual point accumulations Pg MaxiClub admin & reports Pg Client details & transaction log Pg Store ticket claims log Pg Ticket claims transfers Pg Service provider contact & queries Pg 18

3 Spur s Secret Tribe Club MaxiClub POS Manual 2008 Waitron Functions - 3 -

4 1. Applications for New & Existing Members When a family enters our restaurant, we know that our most valued guests, the children, have arrived and we take extra effort to welcome them. We seat them at a suitable table, hand the children their own menus first and then hand the menus to the adults. Just as we have always done. Now things change a little.. Once you have taken the drinks order, remember the Secret Tribe Member gets his free Kiddies Soda (As usual & will also do so into the future). You now ask, if anyone is a member of the Secret Tribe? They say YES! If they are members, and have not yet received their new Totem Cards, let them know that their NEW Cards are arriving in the post & the card will include an electronic R40 activation voucher. If they are not sure, tell them to call the Spur Customer Service Centre SPUR to verify if they are a member or not. NOTE: a. The activation voucher will expire in March 2009 b. Activation vouchers are only for Secret Tribe members that joined before 12 September 2008 c. Do not sign up existing members in store as they will receive their cards via the post. They say NO! Tell them that we have an exciting New Free Kids Secret Tribe Loyalty Club they you can earn rewards and ask if you may bring them an application form so they may join the Club? When you deliver the drinks, drop off the application form & tell them to: o Complete the form o Sms their details to the number on the application form. NB. Why? So they may earn points on their cards immediately. Drop the completed form in the Secret Tribe Post box. Please Note: Do not mention the activation voucher to kiddies that are signed up in store as they will not be receiving one. New members will earn their rewards by eating at Spur as often as possible and accumulating points. 2. Ticket Redemptions From time to time, Secret Tribe members will be issued with an electronic ticket (type of voucher). A ticket could be a birthday voucher, a R50 Voucher or a product they can get for free, due to them swiping their card at Spur and earning points/bites. NOTE: Activation vouchers are a once off benefit for existing members ONLY. The Secret Tribe member will be notified about this ticket electronically (usually via SMS or ). A Secret Tribe member may accumulate a MAXIMUM of 5 (five) tickets at any given time. Expiry: Kids will be sms d to tell them to use activation tickets/product or it will expire details will be confirmed per ticket/promo. Activation Voucher: May only be redeemed by a child accompanied by his parents enjoying a family meal (as explained in the Secret Tribe Welcome Letter) When a member notifies you that he/she has a ticket, ask the member to give you their Secret Tribe card. Now log onto Pilot and pick up the table they are sitting at AND click on the T/CLAIM button - 4 -

5 Note: You can only claim a ticket if you have rung up at least one item on that bill. Now swipe the Secret Tribe card through the card reader and click OK. The manager will now be asked for his Supervisors PIN, this is to ensure: The voucher amount exceeds or equals the bill total. Bills are not closed while there is negative total. An adult is not claiming a ticket without the child being present. Wait a few seconds and MaxiClub will display the tickets due as follows>> - 5 -

6 Now click on the ticket the member would like to claim & click on the CONTINUE button. The ticket will now be claimed and a discount on the bill, to the value of the ticket, will be generated. You can claim more than one ticket per bill. To claim another ticket, simply repeat the above procedure. Pilot will automatically add up all the tickets claimed and will generate a total ticket discount when you close the bill. For example.. Remember: 1. Tickets that are GREEN have not been claimed, while tickets that are RED have been claimed. If you click on a claimed (RED) ticket it will show you the date it was claimed and at which store. 2. A member can claim more than one ticket per table. 3. More than one member can claim a ticket on a table. 4. The POS system will automatically add up ALL the deductions (discounts) that must apply to that bill. 5. If you decide not to claim a ticket, click on CLEAR ALL NOTE: Now return the cards to the members. This will ensure that cards are not lost, swapped, etc. 3. Accumulation of Loyalty Points Ensure all ticket claims are completed before you start this procedure, as TICKET CLAIMS can only be redeemed IF the bill has NOT yet been closed! Now, when a customer pays for the bill, you must collect the Secret Tribe Loyalty cards again. Collect these cards (a maximum of 5 cards per bill) and the customers payment. Close the bill as normal. When tendering the payment type (Cash/Card/etc) the POS system will pop up the following screen >> Note: if there ARE Totem cards click on MaxiClub to continue* to process the accumulation, as shown here. If there are NO Totem cards click on DONE to close off the bill as normal

7 Now the following screen will appear >> Swipe the card through the reader or key it in on the keypad and hit OK. MaxiClub will then scan the card and allow you to swipe a second card. (Up to 5 cards) Repeat for each card, i.e swipe click OK. You will notice that the last 4 numbers of the card swiped are shown below the card no. block. Continue swiping the members cards until all the cards have been swiped; now click OK again to finalize the accumulation

8 If a successful accumulation has been done, you will get a light blue screen with ACCUMULATION COMPLETED OK. You will also receive 2 printed slips to prove that the card has been swiped successfully. This is the confirmation slip, which must be given to the member. If you make a mistake during the card swipe procedure, click the CLEAR ALL button and start again. If the magnetic stripe is not working OR you have loaded the number incorrectly, you will get Card Validation Failed. Note: 1. A maximum of 5 Secret Tribe cards can be swiped on a single table. 2. If that card has already been used that day MaxiClub will warn you and may require an override key. Ask the floor manager to input the MaxiClub supervisor password and hit Continue. 3. The system will only allow each card to be swiped once in 24 hours a management code will be needed to over-ride this process. Question: Will managers will use their normal codes Pilot / Micros Answer: Yes, however a senior manager will have to ensure that each manager is allocated authority through the Pilot back office system

9 This means that you have typed the incorrect member number. Click CONTINUE Now click on CE to clear the number and type in the correct number. 4. Manual Accumulation: Power outage or loss of connectivity. Important Note: If for whatever reason you are unable to connect to the Maxiclub screen to complete this transaction, your manager will need to accumulate the points manually. You will need to do the following: Print a copy of the bill. Neatly write the card number (s) on the back of the bill. Write the guests name and contact number on the back of the bill. Tell the guest that the points will only reflect after 72 hours (3 days). If the computers are down (e.g. in a power outage) note the above details on the table docket along with the bill amount. Remember to hand these to your manager when you cash up. 5. Loyalty Point Balance Query The customer may ask you to obtain a balance of the Bites (points) available on his/her cards. This can be done via the POS system. In Pilot POS > Hit ESCAPE > Select > Balance Enquiry You will be presented with the following screen

10 Fig 7 Swipe the customers card through the card reader. You will get a green screen with the clients balance (in POINTS/BITES). PLEASE NOTE THAT THE ABOVE PICTURE WILL REFLECT POINTS AND NOT BITES AT STORE LEVEL

11 Note: The clients balance reflected is in BITES/POINTS. It takes 72 hours (3 days) from when you upload the customers transaction to when they become available. (The system needs to be connected to the internet (ADSL connection), in order for the points to be uploaded.) If you click CONTINUE, you can also see the members personal details (their name, card number and birth date) Pilot will also print a balance slip which must be taken to the member. NOTE: The member may also obtain a balance enquiry from the website, the call centre or Mobi (cell phone base Secret Tribe group) 6. Frequently Asked Questions: Claiming Tickets: Question: If the full value of the ticket is not used only part of the value of the ticket, what happens to the remaining amount? E.g. kiddie comes in and has a coke & wants to pay with the ticket available on his card to the value of R35? Answer: You cannot claim part of a ticket; it must be used all at one time. No change will be given if the full voucher is not used. The remaining amount may not be claimed as a TIP. A ticket cannot be redeemed unless a managers supervisors PIN is used. NOTE: A ticket may only be redeemed if the bill total equals or exceeds the ticket s value! Should the guest choose not to order additional items and the bill total exceeds the ticket total, the ticket will be reversed to ensure the guest may claim the full value of the ticket on his next visit. Reactivating Tickets: Should you need to reverse a ticket claim due to the above process, a manager is to call Spur & ask them to action this process. Ensure you have the card number at hand. Points Redemption: Question: If I am redeeming a ticket, do I still earn bites / points. If so, do I earn bites on the discounted total or the full bill total. Answer: The member does not earn bites on the discounted amount. The member will earn bites on the balance of the bill. Bills closing as they are printed: Question: Some bills are closed off when they are printed what will happen in this case? Answer: The waitron will have to ask for the cards when the guest asks for the bill and process the ticket redemption/s & points accumulation prior to printing/closing the bill. Card Mix ups: Question: Answer: What happens when the waiter uses wrong card for wrong bill? If the waitron picks up the mistake before finalizing the accumulation, he/she must click on the CLEAR ALL button and re-swipe the correct cards. If the accumulation has already been finalized, the manager must complete a manual accumulation with the correct cards and Milu requesting them to reverse the incorrect accumulation. (Follow the manual accumulation procedure mentioned earlier) Manual Accumulations Proof:

12 Question: Answer: If a manual accumulation is completed, does it shows on the batch report or is there a slip for the guest that can be handed over? After 72hours, after processing the manual entry, the points will reflect on the Secret Tribe Website. A client s log report may also be printed for the guest. Birthday Vouchers Pre- 12the September 08 Question: May we still accept the old birthday vouchers? Answer: Vouchers issued in June, July & August 2008 are valid for 90days, and these are to be processed as per current practises. Birthdays in future: Our members aged 0-7 will receive a letter for their birthdays; however the Birthday ticket will be loaded onto their Totem card. Our members 8-12 will have their birthday vouchers loaded on their Totem cards. They will receive an SMS in order to notify them that the voucher has been activated. 7. General rules: A child must be present in order to redeem a ticket or accumulate points Totem cards are for kiddies under the age of 13 No card No points Lost card, complete a new application & sms details as per instructions on the application form. If one person hands in 2 cards, swipe both to see which one is active. Throw the inactive card in the recycle bin provided. If both cards are active, call SPUR to check which card is valid A card may be swiped more than once every 24 hours, should a manager use his initiative and override the system. A ticket may only be redeemed if the bill total equals or exceeds (is more than) the value of the ticket. Management must use their discretion. To reactivate an unused inactive ticket (the guest has decided not to claim a ticket), management are to call SPUR. Ensure you have the card number available. An adult may sign up a child in his absence; however the child will need to be there if rewards/points are to be activated. As per the terms & conditions stated on the application form, a kiddies tickets only be claimed as part of a family meal, i.e. the child cannot come in alone & redeem a voucher. (As per Parents signage)

13 Spur s Secret Tribe Club MaxiClub POS Manual 2008 Management & Administration Functions

14 1. Manual Accumulation Uploads If, for some reason, you don t swipe a customers Loyalty card through at the time of closing the bill, the member can still accumulate his/her Bites/Points on that transaction. Manual capture sheet: Place a copy of this sheet next to each POS so waiters/ cashiers etc may collect the necessary points info (the master has been posted on the Extranet) 1 Bill Total Waiter Name/No Table No. Guest Name Guest Contact No Card no. Card no Card No Card no Card No Processing of Manual Point Accumulations Make a copy of the bill and write the card number on the bill. Place the bill in the cash draw so that you may capture the transaction later. This is completed via the manual input of sales in MaxiClub. How? Escape from Pilot > Desktop > Select MaxiClub > Enter Supervisor MaxiClub code> Select Transactions > Select Accumulation You will be presented with the following screen >> Enter the bill amount in Rands and cents but remember that a maximum bill value of R is permitted. Enter the waitron/cashier number. Enter the table number. Enter the bill number. Click OK THEN confirm the values are correct and now click CONTINUE if all values are correct. Enter the customers membership number one at a time. This transaction will reflect as Accumulation (M) in the transaction batch report

15 Note: 1. A maximum of 5 Secret Tribe cards numbers can be entered on a single table s bill. 2. If that card has already been used in your store that day, MaxiClub will warn you and may require an over-ride key. If you are happy that the card number belongs to a paying guest, enter the MaxiClub supervisor password and hit Continue. If a successful accumulation has been done, you will get a light blue screen with ACCUMULATION COMPLETED OK When inputting the Secret Tribe card number and you get Card Validation Failed. This means that you have typed the incorrect member number. Click CONTINUE and now type in the correct number. Question: Will managers will use their normal codes Pilot / Micros Answer: Yes, however a senior manager will determine through the Management Code Menu, in the Pilot back office system, which managers may: 1. Claim tickets & override cards to be used more than once every 24 hours 2. Have access to reports in the back office system To start off, the only code required will be the supervisor code (default is 1234). This code is needed to access the Maxiclub program (in the back office). Please ensure this code is changed ASAP

16 3. MaxiClub Admin /Reports 3.1 Client s details & transaction Log In order to generate a client s details & transaction Log, follow these steps: Escape Pilot to desktop; double click on MaxiClub icon > Enter MaxiClub supervisor code> Select Reports > Select Member statement > Input the member s card number (16 digit code). The members statement will be displayed as follows; MaxiClub Admin Client Details & transaction Log. Card No: Birthday: 28 February Client Name: CINDY SURNAME Joined: Tel No.: Blacklisted: Cell No.: Promotions: N Registered Merchant: cindy@maxiclub.co.za IDAHO Available Balance: Date Transaction Amount Redeem Value Accumulated Points Trade Date Redeemed Accumulation Redeemed Redeemed Redeemed Merchant Waiter Statement Balance IDAHA IDAHO GOLDEN SILVER GRAND CANYON

17 3.2 Store ticket claims Log Is order to view Tickets Claimed for any selected period, follow these steps: Escape Pilot > double click on MaxiClub icon> Enter MaxiClub Supervisor code > Select Reports > Select My Tickets > Input date range required (from start date & to end date). MaxiClub will list all the tickets claimed at that store for the defined period. CARD NO. REF DATE BILL NO WAITRON NOTE DEMO 04/08/ R40 ACTIVATION SPUR 08: DEMO SPUR 05/08/08 08: R35 HAPPY BIRTHDAY DEMO 05/08/ R40 ACTIVATION SPUR 13: DEMO 06/08/ R40 ACTIVATION SPUR 12: DEMO SPUR 06/08/08 12: R35 HAPPY BIRTHDAY This will be needed for a month end report or a discount log. These discounts will be reflected on the Pilot Z report. 4. Ticket Claims Transfer This procedure will have to be completed when a Ticket has been claimed against the wrong table. Click on MENU on the POS screen> click on Controls > click on Ticket Claims Transfer

18 To Transfer a ticket > Check the table number on the left, then click on the line to select it (as above) > check for the correct table number on the right and, again click the line to select it. Note: Once you click on the table on the right, it will automatically transfer the ticket to the correct table You will receive confirmation of the transfer as follows: Click on YES if correct. Service Provider Contacts & Queries: Connectivity problems: Call your YOUR INTERNET service provider e.g. Telkom, Mweb, MyNet, Half Minute Media, etc. Software problems: Pilot Customer queries: Milu /Call Centre/ SPUR or customer-care@spur.co.za Technical queries: kevan@maxiclub.co.za./ support@maxiclub.co.za