How does the staff handle cash payments? A hotel that also runs a beach open to non-guests was complaining of low takings. Our shoppers went to the beach both as hotel guests and as non-guests, requesting extra services and paying for them in cash. Through the project we discovered that the staff often forgot to issue a receipt during peak-flow moments, especially with foreign customers. This behaviour was driven more by logistical difficulty than anything else, so the owners equipped each operator with portable wireless cash registers, solving the problem for good.
