Customer Service and Quality Assurance Site survey

• Site conducted

  Select

• Conducted on

  Date

• Prepared By

Reception

• Is the area clean and tidy?

  Yes

  No

  N/A

• Are the windows and doors clean?

  Yes

  No

  N/A

• Signage: Is any signage displayed on brand and neat?

  Yes

  No

  N/A

• Reception Team Member : Are they greeting customers and welcoming them into centre as expected? Please record any comments and team member name if NO

  Yes

  No

  N/A

• Are the rules of play displayed?

  Yes

  No

  N/A

• Are the ‘No Food and Drink’ signs clearly visible?

  Yes

  No

  N/A

• Is the Book Library clean and neat with signage visible?

  Yes

  No

  N/A

• Toy Vendors and Rides: Are they turned on, clean and stocked (if applicable)?

  Yes

  No

  N/A

• Gates: Are they locked and free from damage, including finger guards?

  Yes

  No

  N/A

• Is the reception bell working? (If applicable)

  Yes

  No

  N/A

• Is the area behind reception free from clutter?

  Yes

  No

  N/A

• Is there a supply of socks available for sale?

  Yes

  No

  N/A

• Is there spare nappies and wipes available for customer use?

  Yes

  No

  N/A

• Are there ear defenders for children available on site?

  Yes

  No

  N/A

• Observe customers leaving the building: Are they let out by a member of staff without having to wait longer than 1 minute?

  Yes

  No

  N/A

• Do staff ask for a surname and check the customer out ensuring that the correct amount of children and are exiting? If no please ensure team member name is logged in notes.

  Yes

  No

  N/A

Cafe and seating area

• Is the cafe floor clean and swept?

  Yes

  No

  N/A

• Are tables and chairs evenly spaced and set, ensuring walk ways are free?

  Yes

  No

  N/A

• Are menus clean and available on tables? Does the centre have enough menus for all tables and spares?

  Yes

  No

  N/A

• Are table numbers clearly displayed?

  Yes

  No

  N/A

• Are high chairs clean and stacked around the centre?

  Yes

  No

  N/A

• Is the cafe area from from toys and balls?

  Yes

  No

  N/A

• Are staff members present and visible from the customer seating area?

  Yes

  No

  N/A

• Tables: Spot check 5 tables - Are they are clean including legs and underside?

  Yes

  No

  N/A

• Temperature : Are measures being taken to ensure the heating is adequate in the seating area? Heating on? Destrat fans? Vents open etc?

  Yes

  No

  N/A

• Music: Is the music being played suitable and at an acceptable level?

  Yes

  No

  N/A

• Are the advertising screens on?

  Yes

  No

  N/A

• Are socket covers present and in use on any electrical sockets in the customer seating area?

  Yes

  No

  N/A

• Are the customer bins clean and located in a suitable space?

  Yes

  No

  N/A

• Are the skirting boards and walls clean and free from dust and dirt?

  Yes

  No

  N/A

• Training Observation: Observe a team member working on the floor. Do they clear, clean and reset a table to the expected standard? Please record employee name and your observations if further training is needed.

  Yes

  No

  N/A

• Yes

  No

  N/A

Servery

• Is the servery well stocked?

  Yes

  No

  N/A

• Is servery well presented with a good selection of food and drink options?

  Yes

  No

  N/A

• Do the cakes have allergen labels visible for customer?

  Yes

  No

  N/A

• Are the cake stands and cake lids clean and free from crumbs and smears of cake?

  Yes

  No

  N/A

• Is a food intolerance sign is clearly visible at the till point?

  Yes

  No

  N/A

• Are the counter fridges on, including the display lights?

  Yes

  No

  N/A

• Do the filters and vents on the fridges appear clean and dust free?

  Yes

  No

  N/A

• Are the products in the fridge displayed neatly?

  Yes

  No

  N/A

• Is the condiments station fully stocked and clean?

  Yes

  No

  N/A

• Is the customer waste bin clean and not overly full?

  Yes

  No

  N/A

• Is the till area clean and free from dust?

  Yes

  No

  N/A

• Have used menus been removed from the servery counter and returned to tables?

  Yes

  No

  N/A

• Is the emergency till pack available under the servery and are all of the contents still in the wallet?

  Yes

  No

  N/A

• Are the shelves under servery clean, tidy and free from any items that should not be stored in this area?

  Yes

  No

  N/A

• Is the Drinks menu displayed on rotation over the servery?

  Yes

  No

  N/A

• Is the rear prep counter clean and tidy, including the hard to reach areas such as under the coffee machine and behind the equipment?

  Yes

  No

  N/A

• Is the milk fridge clean and is a thermometer present in the fridge?

  Yes

  No

  N/A

• Do open syrups and products have day dots / labels?

  Yes

  No

  N/A

• Do all syrups have pumps on to ensure portion control?

  Yes

  No

  N/A

• Are the tea, coffee and syrup options displayed well with the shelves free from dust?

  Yes

  No

  N/A

• Is the crockery clean? Are the tea and coffee cups free from stains?

  Yes

  No

  N/A

• Is there a suitable amount of cutlery both adults and children’s available to customers and spares on site?

  Yes

  No

  N/A

• Is waste being separated into the appropriate bins?

  Yes

  No

  N/A

• Are the bins clean?

  Yes

  No

  N/A

• Are the staff keeping on top of the customer queues with Queue busting measures such as an extra body or extra till?

  Yes

  No

  N/A

• Training Observation: Sample a drink of your choice from a member of the team. Does the drink meet expectations? Please record team member name and your observations

  Yes

  No

  N/A

• Training observation: Is the team member upselling when serving customers? Please note your comments and team member name.

  Yes

  No

  N/A

• Is all equipment in good working order?

  Yes

  No

  N/A

Kitchen

• Does the kitchen appear clean and tidy - consideration can be given to time of day the check is made. Please note observations.

  Yes

  No

  N/A

• Are the staff appropriately dressed and wearing hair nets?

  Yes

  No

  N/A

• Are the correct coloured cloths, mops and buckets (blue) in use?

  Yes

  No

  N/A

• Is the kitchen book in use and available?

  Yes

  No

  N/A

• Are the blue roll and soap dispensers full?

  Yes

  No

  N/A

• Is the waste being separated adequately?

  Yes

  No

  N/A

• Are bins clean and not over full?

  Yes

  No

  N/A

• Does the equipment appear in good working order?

  Yes

  No

  N/A

• Energy saving: Is the kitchen team running only the equipment that needs be on? Please discuss with kitchen any energy savings that could be made and comment on observations.

  Yes

  No

  N/A

• Are the fridges and freezers clean and organised?

  Yes

  No

  N/A

• Do the fridges and freezers contain a thermometer?

  Yes

  No

  N/A

• Spot Check: Pick five items and check the day dotting. Was this done correctly ensuring no unmarked items were found, expired items or incorrect shelf life given?

  Yes

  No

  N/A

• Observe the meals leaving the kitchen. Are they being presented and served as expected? Please comment team member preparing meal and your observations

  Yes

  No

  N/A

Party Rooms and Parties

• Are the party areas clean and tidy?

  Yes

  No

  N/A

• Are the tables set and ready for a party? Does the set up meet expectation? Please comment your observation.

  Yes

  No

  N/A

• Is all equipment in working order including disco lights, UV lights, laser guns, speakers and microphones.

  Yes

  No

  N/A

• Is the area free from cleaning bottles and cloths and spare stock?

  Yes

  No

  N/A

• Do the party doors have finger guards on that are free from damage?

  Yes

  No

  N/A

• Training observation: Observe a Play Valley party. Does the party meet expectation? Please comment the party host name and record your observations.

  Yes

  No

  N/A

Play Frames

• Does the frame appear clean and tidy?

  Yes

  No

  N/A

• Check any horizontal bars, are they free from dust and build up?

  Yes

  No

  N/A

• Briefly walk around the frame: Do the main features appear in good working order? Please record observations in

  Yes

  No

  N/A

• Is the ball pool free from broken balls, dirt and foreign objects?

  Yes

  No

  N/A

• Are there an adequate amount of canon balls for canons?

  Yes

  No

  N/A

• Is there a suitable amount of ball pool balls in each ball pool?

  Yes

  No

  N/A

• Have the minor daily repairs being completed to a good standard? Are knots tied correctly?

  Yes

  No

  N/A

• Is the frame free from cable ties?

  Yes

  No

  N/A

• Ground floor matting : Lift up two mats within the space to check the cleanliness. Are the underside of mats adequately clean?

  Yes

  No

  N/A

• Vertical bar donuts: Please check 3 donuts for cleanliness. Are the underside of these pads adequately clean.

  Yes

  No

  N/A

• Observe the dead spaces around the play frame. Are these spaces free from clutter?

  Yes

  No

  N/A

• Are all items held in the dead space suitable for storage in these areas? For example hard or sharp items are being kept up against netting / tarps can cause injury and should be removed/flagged as a risk.

  Yes

  No

  N/A

• Check the slides. Are they maintained to ensure adequate speed ?

  Yes

  No

  N/A

• Electronic Features: Are the electronic features in the centre working correctly and free from damage? (including ball wall rotherham, interactive floor at Dinnington, Cardio Wall at Doncaster)

  Yes

  No

  N/A

• Observe the team on duty. Are they enforcing rules of play? For example ensuring children are playing in age appropriate areas and that all users are wearing socks. Please record any observations

  Yes

  No

  N/A

Toilets

• Are all areas tidy and clean?

  Yes

  No

  N/A

• Has the toilet check sheet been completed to the nearest hour?

  Yes

  No

  N/A

• Is there toilet roll and hand soap available?

  Yes

  No

  N/A

• Are all toilet seats secure?

  Yes

  No

  N/A

• Are the baby change units secure?

  Yes

  No

  N/A

• Are the nappy bins clean including inside of the lids?

  Yes

  No

  N/A

• Do the main doors have have finger guards in place that are free from damage?

  Yes

  No

  N/A

• Is the disabled pull cord in the disabled toilet hanging freely and undamaged?

  Yes

  No

  N/A

• Is any signage on brand and neat and tidy.

  Yes

  No

  N/A

Cleaning Cupboard

• Is the area clean and tidy?

  Yes

  No

  N/A

• Is a Hygiene colour code sign displayed?

  Yes

  No

  N/A

• Are all products on site logged in the COSHH folder?

  Yes

  No

  N/A

• For Fire safety and hygiene purposes, no rubbish should be held in the cleaning cupboard? Is the area free from rubbish, full bin bags and excess packaging?

  Yes

  No

  N/A

• Is the door kept locked when not in use / under staff supervision?

  Yes

  No

  N/A

Store rooms (Including containers)

• Is the area clean and tidy?

  Yes

  No

  N/A

• Is the stock contained on racking and not on the floor?

  Yes

  No

  N/A

• Has stock being rotated to ensure that longer dates are not at the front?

  Yes

  No

  N/A

• Do any fridges and freezers have thermometers in?

  Yes

  No

  N/A

• Are the store room freezers free from ice build up? If a defrost is required please add observations?

  Yes

  No

  N/A

Plant Rooms / Service areas

• Is the plant room clean and tidy?

  Yes

  No

  N/A

• Is the door closed to ensure fire safety standards are being adhered to?

  Yes

  No

  N/A

• Is the store room free from litter, rubbish, excess packaging?

  Yes

  No

  N/A

Car Park and exterior areas

• Is the car park area clean and tidy?

  Yes

  No

  N/A

• Are the litter bins today and not overly full of waste?

  Yes

  No

  N/A

• Is the area clear of cigarette ends and smaller piece of litter?

  Yes

  No

  N/A

• Are the gates securely fastened when opened to prevent damage to vehicles etc?

  Yes

  No

  N/A

• Is the area free from weeds and overgrowth?

  Yes

  No

  N/A

• Is there a clear Fire Assembly point sign displayed?

  Yes

  No

  N/A

• Are no smoking signs clearly displayed around the main doors and any windows?

  Yes

  No

  N/A

• Are the bins in the correct location? This should be out of view of customers.

  Yes

  No

  N/A

• Is the bin area tidy? There should be no waste outside of the bins including trays, pallets, broken equipment and so on.

  Yes

  No

  N/A

• Check the external fire escape routes. Are these clear and free from any trip hazards?

  Yes

  No

  N/A

General

• Are staff all dressed in the correct uniform?

  Yes

  No

  N/A

• Do all staff appear confident and happy in the workplace in your opinion? If no please record employee names and a note of possible training actions we could offer.

  Yes

  No

  N/A

• Are correct fire extinguishers located at all exits of the building and in the kitchen and the office?

  Yes

  No

  N/A

• Is the weekly fire check up to date?

  Yes

  No

  N/A

• Is the Health and Safety HSE poster displayed in the office?

  Yes

  No

  N/A

• Have the daily and weekly play frame checks been completed on Iauditor?

  Yes

  No

  N/A

• Is the first aid kit correctly stocked and readily available?

  Yes

  No

  N/A

• Is the key cupboard organised with a key list and all keys labelled?

  Yes

  No

  N/A

• Check the office for any personal details of staff or customers that shouldn’t be visible. This may include parts of card numbers, phone numbers, addresses. Is data being handled correctly in the workplace?

  Yes

  No

  N/A

• Are all fridges and freezers labelled with a letter or number?

  Yes

  No

  N/A

• Observe - are the phones being answered? Are they being answered as expected? “Hello Play Valley (Site), (name) speaking, how can i help?”

  Yes

  No

  N/A

Role Play areas

• Is the area clean and tidy?

  Yes

  No

  N/A

• Is the area free from damage?

  Yes

  No

  N/A

• Are all toys and equipment within the area free from damage?

  Yes

  No

  N/A

Further comments

• Please use this space to record any further observations or notes you feel are relevant to the overall Customer Service and Quality assurance at the centre.