Karrinyup - Duty Manager Checklist

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Location
  Address

Duty Manager

• Collect radio (Ch 3 - Security), collect DM key set, advise Millennium team that you are on site

  Yes

  No

  N/A

• Is the ambient music audible in West Deck and throughout the mall?

  Yes

  No

  N/A

Presentation

• Cleaning, Facilities, Concierge & Valet uniforms present well and being worn correctly - including name badge

  Good

  Fair

  Poor

  N/A

• Visit the nearby amenities, check for cleanliness, scent, working order and overall appearance

  Good

  Fair

  Poor

  N/A

• Are our public mall areas presenting at their best? Floors clean? Bins not overflowing?

  Yes

  No

  N/A

• Are there any digital screens not working? If so, which ones?

• Any hand written signage in retailer windows?

• Any trip hazards noticed? Signage protruding into the malls and beyond lease lines?

Concierge & Valet

• Concierge & Valet desks free from clutter (including food items)

  Yes

  No

  N/A

• Were there any visible items (not being actively worked on) that may contain personal or sensitive data?

  Yes

  No

  N/A

• Phone system check: no dial tone for external use numbers (9445 1122 & 9204 9530), no issues with line quality, recorded messaging accurate and up to date etc

  Yes

  No

  N/A

• Phone etiquette: Were you greeted with “Good morning/afternoon/evening, thank you for calling Karrinyup… my name is XX, how may I assist?"?<br>Was the call pleasant and positive throughout?

  Yes

  No

  N/A

Customer Interactions - Observe an interaction

• Was the customer greeted with a smile and appropriate greeting?

  Yes

  No

  N/A

• Could the staff member confidently answer their question?

  Yes

  No

  N/A

• Was the staff member(s) well informed about the Centre?

  Yes

  No

  N/A

• Was the interaction genuine, non-robotic or scripted?

  Yes

  No

  N/A

• If applicable, were directions accurate, and correct?

  Yes

  No

  N/A

• Did the staff member ask if there was anything else they could help with after answering the query?

  Yes

  No

  N/A

• If applicable, did the team member thank the customer for their visit and wish them a good day?

  Yes

  No

  N/A

• If applicable, were waiting customers acknowledged? Either by eye-contact or verbal means?

  Yes

  No

  N/A

• During downtime, was the staff member acknowledging passer’s by with eye-contact or friendly smile?

  Yes

  No

  N/A