G.F 2015 - Machines

• LBO Name

• Conducted on

  Date

• Completed by

• Duty Manager

• CSA

• - Windows & front doors are clean.
  - Marketing is up to date.
  - Stickers and posters are acceptable.
  - Shop floor is clean and tidy.
  - Customer toilets clean.
  - Colleagues in full uniform and presentable.
  - Behind counter organised and tidy

• COMMENTS

• - Able to demonstrate an understanding of current/upcoming promotions
  - New starters training log up to date, current knowledge GM content & procedures

• COMMENTS

• Ask customer feedback - was the feedback positive?

  Yes

  No

  N/A

• Do the team members know the names of gaming machine customers in the shop at the time of the visit?

  Yes

  No

  N/A

• All customers offered tea and coffee during visit?

  Yes

  No

  N/A

• All customers Welcomed on Entry during visit?

  Yes

  No

  N/A

• Is the machine zone presentable?

  Yes

  No

  N/A

• Customers offered any GM promotions (e.g. tournament)?

  Yes

  No

  N/A

• Are colleagues aware of latest mystery shop report and action plan complete?

  Yes

  No

  N/A

Perception of Value

• Whiteboard complete / Best Price discussed with customers

• COMMENTS

Financials

• Duty Manager aware of GM gross win target and current performance?

  Yes

  No

  N/A

• 2015 target sheet up to date?

  Yes

  No

  N/A

• Duty Manager aware of GM turnover performance against plan?

  Yes

  No

  N/A

Knowledge

• Regular head count of competitor check completed?

  Yes

  No

  N/A

• Colleagues aware of any competitor promotional activity relating to GM?

  Yes

  No

  N/A

• Can colleagues explain what info is required for variances in GM business - TOP 5?

  Yes

  No

  N/A

• Are colleagues aware of the TOP B3 games?

  Yes

  No

  N/A

• Can colleagues demonstrate a game competently?

  Yes

  No

  N/A

• Are colleagues aware of any current promotion/tournament/online cross-sell?

  Yes

  No

  N/A

• Do colleagues know how many entries shop had on last tournament?

  Yes

  No

  N/A

• Are top GM customers signed up to a LINKED account?

  Yes

  No

  N/A

• Are colleagues aware of the four options available for customers staking over £50?

  Yes

  No

  N/A

• Are colleagues aware of the three ways customers can sign up for a LINKED account?

  Yes

  No

  N/A

Procedures

• Do colleagues know the correct procedure regarding fraud alerts on the BOPC?

  Yes

  No

  N/A

• Understanding of Out of Hours incidents?

  Yes

  No

  N/A

• Are colleagues competent and aware of all features on the BOPC? (including game and event logs)

  Yes

  No

  N/A

• Are colleagues able to explain and demonstrate use of SYL?

  Yes

  No

  N/A

• Are colleagues aware of machines claim process?

  Yes

  No

  N/A

• Are previous tournament briefers fully filled in?

  Yes

  No

  N/A

• Did colleagues participate in last colleague tournament?

  Yes

  No

  N/A

• Can colleagues explain the correct reason to use demo mode?

  Yes

  No

  N/A

• Does colleagues have a clear & concise understanding of Early Doors?

  Yes

  No

  N/A

• Are Compliance marketing materials correctly displayed and up to date? (e.g. GamCare dispensers correctly positioned by machines, license plate on each machine)

  Yes

  No

  N/A

• Do the team have sufficient knowledge of large staking GM customers?

  Yes

  No

  N/A

• SE test on current exclusions show regular checking by team members?

  Yes

  No

  N/A

• RGI Interaction completed correctly with the relevant info on form as per the CODE?

  Yes

  No

  N/A

• Cat A, Cat B and successful challenges monitored by Manager?

  Yes

  No

  N/A

• Do the shop team demonstrate an understanding of protecting the young and the vulnerable?

  Yes

  No

  N/A

• Do the shop team have sufficient knowledge of the SE process?

  Yes

  No

  N/A

• Do the shop team have sufficient understanding of "Young, Middle aged or Old"?

  Yes

  No

  N/A

• Do the shop team have sufficient understanding of interaction triggers and the RGI process?

  Yes

  No

  N/A

• Do the shop team have sufficient understanding of IRF procedures? (categories of reporting)

  Yes

  No

  N/A

• COMMENTS

• Notes of any observations/issues regarding security on visit.

• COMMENTS

• Weekly fire testing taking place?

  Yes

  No

  N/A

• Monthly emergency lights testing taking place?

  Yes

  No

  N/A

• All fire exits clear and free from rubbish and unlocked?

  Yes

  No

  N/A

• Previous IS checklist up to date and filed as per instruction?

  Yes

  No

  N/A

• H&S Folder up to date and neat (DSE assessments, fire risk assessment, H&S checklist, asbestos register, generic risk, site specific - minimum of 5)?

  Yes

  No

  N/A

• - Vision & Strategy
  - Aware of company mission statement
  - Ask five stages of WoE

• COMMENTS

AOB

Support needed from AMM