GF 2015

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Select date

  Date

• Duty Manager :

Standards

• Are the windows, including the front door, clean? (No hand marks, watermarks,etc)

  Yes

  No

  N/A

• Is the windows up to date and displaying the correct marketing?

  Yes

  No

  N/A

• Are all stickers/posters new and of an acceptable standard? (No tatty signs etc).

  Yes

  No

  N/A

• Shop floor Clean and Tidy?

  Yes

  No

  N/A

• Are all marketing materials neatly displayed with no Sellotape visible?

  Yes

  No

  N/A

• Are all papers straight and not flapping?

  Yes

  No

  N/A

• Are all magnetic strips clean and clear from finger marks?

  Yes

  No

  N/A

• Correct Marketing, Promotions and coupons on display?

  Yes

  No

  N/A

• Customer toilets clean, toilet paper, hand soap available?

  Yes

  No

  N/A

• All colleagues in uniform and presentable?

  Yes

  No

  N/A

• Counter tidy and free from clutter?

  Yes

  No

  N/A

• All back of house area clean and tidy?

  Yes

  No

  N/A

• Comments,

People

• Colleagues able to demonstrate a comprehensive understanding of current/upcoming promotion/s?

  Yes

  No

  N/A

• Rota's complete at least two weeks in advance?

  Yes

  No

  N/A

• Evidence of praise to LBO team members (One Minute Coaching)?

  Yes

  No

  N/A

• Evidence of challenging poor performance (One Minute Coaching)?

  Yes

  No

  N/A

• Any new starters have all training dates and up to date course work in folder?

  Yes

  No

  N/A

• Comments,

Customer

• Ask customer feedback - was the feedback positive?

  Yes

  No

  N/A

• Do the team members know the names of every customer in the shop at the time of the visit?

  Yes

  No

  N/A

• Customers offered tea and coffee during visit?

  Yes

  No

  N/A

• All customers welcomed on entry during visit?

  Yes

  No

  N/A

• Alien and manual bets settled and up to date?

  Yes

  No

  N/A

• Are all the zones easily identified? (Horse, Dog, Info etc)

  Yes

  No

  N/A

• Are all pen and slip dispenser fully stocked?

  Yes

  No

  N/A

• Customers offered extra betting opportunity during visit?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Have all Colleagues been briefed and aware of perception of value?

  Yes

  No

  N/A

• Daily Focus whiteboard fully complete and up to date with current offers?

  Yes

  No

  N/A

• Best price on the high street discussed with customers during visit?

  Yes

  No

  N/A

• Comments,

Business Reporting

• Diary completed daily (IS Checklist, figures, expenses, discrepancies and HD logs)?

  Yes

  No

  N/A

• 2015 Target sheet up to date?

  Yes

  No

  N/A

• Individuals aware of shops turnover performance against plan?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Team aware and using GOG procedure?

  Yes

  No

  N/A

• Regular head counts and competitor checks being completed?

  Yes

  No

  N/A

• Comments,

Compliance

• Are Compliance marketing materials correctly displayed and up to date? (Refer to Compliance audit document).

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Latest distant learning complete by all members of the team?

  Yes

  No

  N/A

• Do the shop team have sufficient knowledge of prolific Cash Direct and Debit card clients?

  Yes

  No

  N/A

• Do the shop team have sufficient knowledge of customers linked to other shops?

  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

• Evidence of action taken by Manager where individual team members are under reporting?

  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 customer fraud and where to find relevant information?

  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

• Monitored customers up to date and can account for around 25% of OTC?

  Yes

  No

  N/A

• Comments,

Security

• Safe combination procedures followed?

  Yes

  No

  N/A

• Is the Safe and Insert locked?

  Yes

  No

  N/A

• Counter Door closed ?

  Yes

  No

  N/A

• Till floats under as per procedure?

  Yes

  No

  N/A

• Daily Manager check procedures followed?

  Yes

  No

  N/A

• Evidence of regular Banking?

  Yes

  No

  N/A

• Team aware of counter plan and where to find it?

  Yes

  No

  N/A

• Comments,

Health and Safety

• 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?

  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 (twice yearly) asbestos register, generic risk, site specific - minimum of 5)?

  Yes

  No

  N/A

• All unauthorised electrical appliances removed?

  Yes

  No

  N/A

• Comments,

Alignment

• Team aware of our Vision & Strategy?

  Yes

  No

  N/A

• Team aware of mission statement?

  Yes

  No

  N/A

• Team aware of stage 1?

  Yes

  No

  N/A

• Team aware of remaining two stages?

  Yes

  No

  N/A

• Can the Team re iterate WOE steps?

  Yes

  No

  N/A

• Do the team know what they have to do in their shop to "Get Fit"?

  Yes

  No

  N/A

• Comments

AOB

• Are all actions complete from previous visit?

  Yes

  No

  N/A

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