Excellence Always v 1.4

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Centre Entry / Carpark

• External signage clean and in good condition

  Yes

  No

  N/A

• Free from rubbish and graffiti, windows/doors clean, lighting operational

  Yes

  No

  N/A

• Carpark condition, exterior paint & gardens maintained

  Yes

  No

  N/A

• Entrance signage in good condition and inline with POS plan, liquor licence sand opening hours current

  Yes

  No

  N/A

Guest Services Control

• Staffing levels appropriate for business levels

  Yes

  No

  N/A

• All POS in good condition and displayed as per current POS plan

  Yes

  No

  N/A

• Pro shop and accessory displays clean & adequately stocked

  Yes

  No

  N/A

• Team in correct uniform / grooming and wearing name badge

  Yes

  No

  N/A

• Sales targets set and communicated to staff

  Yes

  No

  N/A

• Customer offered promotional offer / upsell at every transaction

  Yes

  No

  N/A

• Customer given receipt and advised of Customer 1st Always program

  Yes

  No

  N/A

• All shoes issued to customers are in excellent condition (8 out of 10 rating)

  Yes

  No

  N/A

• All counter lighting working, benches free from clutter and floors free from rubbish

  Yes

  No

  N/A

Cafe

• Staffing levels appropriate for business levels

  Yes

  No

  N/A

• All POS in good condition and displayed as per current POS plan

  Yes

  No

  N/A

• All displays and fridges adequately stocked with labels facing forward; in date & FIFO applied

  Yes

  No

  N/A

• Display freezers show evidence of regular cleaning and defrosting; adequately stocked and set up as per planogram; FIFO

  Yes

  No

  N/A

• Team in correct uniform / grooming and wearing name badge

  Yes

  No

  N/A

• Sales targets set and communicated to staff

  Yes

  No

  N/A

• Customer offered promotional offer / upsell at all transaction

  Yes

  No

  N/A

• Team observed offering lane service to customers

  Yes

  No

  N/A

• In all areas visible to the customer: lighting working, benches free from clutter, floor free from rubbish, food scraps and dirty dishes

  Yes

  No

  N/A

• Tables & chairs clear of rubbish and dishes, and wiped down

  Yes

  No

  N/A

Cafe Compliance

• Spot check 2 items FOH & 2 items BOH to ensure FIFO stock rotation policy is being adhered to

  Yes

  No

  N/A

• Evidence of temperature checks being completed twice daily. Review current week and previous week

  Yes

  No

  N/A

• Evidence of daily / weekly / monthly cleaning program in use

  Yes

  No

  N/A

• Wastage register completed and up to date

  Yes

  No

  N/A

• Goods received forms being completed correctly for each delivery. Review current and previous week

  Yes

  No

  N/A

• Safe food handling and storage practices observed

  Yes

  No

  N/A

• Adherence to food labeling and storage procedures. Check 10 items, 90% compliance required

  Yes

  No

  N/A

• RSA certificates and Food Safety Certificates current and available for inspection

  Yes

  No

  N/A

• Evidence of pest control inspections

  Yes

  No

  N/A

• All food & beverage invoices collected and entered in the appropriate week

  Yes

  No

  N/A

• Evidence that cafe audit is being completed weekly & non adherence items being actioned

  Yes

  No

  N/A

AMD

• All AMD machines to be in working order and ready for play; faulty machines to have clear signage

  Yes

  No

  N/A

• All AMD machines to be clean, free of handprints, dust and rubbish

  Yes

  No

  N/A

• All machines displaying prizes adequately stocked and facing the customer (eyes not asses!), paying particular attention to minor prizes and key chains

  Yes

  No

  N/A

• Redemption cabinets and displays adequately stocked and correctly labelled

  Yes

  No

  N/A

• Lighting working, benches free from clutter, floors free from rubbish

  Yes

  No

  N/A

AMD Compliance

• All AMD keys stored as per AMD Key Policy

  Yes

  No

  N/A

• Safe Contents Register up to date and present in safe

  Yes

  No

  N/A

• AMD Prize redemption register completed weekly and archived with weekly paperwork

  Yes

  No

  N/A

• All out of order machines have been logged in CMS

  Yes

  No

  N/A

• All power points & cables not accessible to the public

  Yes

  No

  N/A

• Tokens & tickets in adequate supply and stored securely

  Yes

  No

  N/A

M9

• M9 arena and briefing area free from rubbish and damage

  Yes

  No

  N/A

• Vests & guns in good condition and in working order

  Yes

  No

  N/A

Concourse and players area

• Sound and lighting levels appropriate to customer type

  Yes

  No

  N/A

• Concourse clean and free from rubbish; tables and chairs cleaned and placed correctly

  Yes

  No

  N/A

• Players area clean and free from rubbish; seats clean and in good condition (no tears)

  Yes

  No

  N/A

• All monitors & projectors functioning and playing Nightlife (if applicable)

  Yes

  No

  N/A

• Bins are clean and not overflowing

  Yes

  No

  N/A

• Evidence of team 'Exciting & Entertaining' customers on lanes

  Yes

  No

  N/A

• Team interaction with customers on the lanes (eg: recruiting, coaching etc.)

  Yes

  No

  N/A

• All POS in good condition and displayed as per current POS plan

  Yes

  No

  N/A

• Lockers clean and in good condition

  Yes

  No

  N/A

Toilets

• Toilets clean and free from rubbish & graffiti

  Yes

  No

  N/A

• Toilets and hand dryers fully functional, stocked with toilet paper, hand towels and soap

  Yes

  No

  N/A

• All POS in good condition and displayed as per current POS plan

  Yes

  No

  N/A

Function & Party Rooms

• Function & party rooms clean and set

  Yes

  No

  N/A

• Party hosts in costume and high level of interaction with customers

  Yes

  No

  N/A

Finance Compliance

• Daily shift reports reconciled and signed by CM. 3 cafe and 3 GS, 85% compliance (5 of 6)

  Yes

  No

  N/A

• Cash variance logs completed, with variances of +/-$15 investigated and recorded in comms log. Review current and prior weeks

  Yes

  No

  N/A

• All cash registers containing less than $600 in notes at any one time

  Yes

  No

  N/A

• Evidence of follow up on Weekly Finance Comms items

  Yes

  No

  N/A

• Safes locked at all times and safe contents correct

  Yes

  No

  N/A

HR & OHS Compliance

• Rosters posted 2 weeks in advance

  Yes

  No

  N/A

• Team files & communication logs complete and updated

  Yes

  No

  N/A

• Fire Doors & Exit Signage free from obstructions & operational

  Yes

  No

  N/A

• Names of trained first aid and fire wardens in centre listed and displayed on staff notice board

  Yes

  No

  N/A

Facilities Compliance

• Facilities Daily Maintenance completed

  Yes

  No

  N/A

• Back End area free from clutter and obstructions

  Yes

  No

  N/A

• OH&S compliance - required signage, ear plugs clearly stocked, public access to back end restricted

  Yes

  No

  N/A

Other

• Access to Centre Managers office is restricted

  Yes

  No

  N/A

• Office areas clean and tidy

  Yes

  No

  N/A

• Team utilizing daily diary effectively

  Yes

  No

  N/A

• Hot Alerts closed within 48 hours

  Yes

  No

  N/A