Leader on Duty Operational Excellence Walk

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Team Member Appearance (Utilize this area to note observations about Team Member Appearance. Please be sure to write the name of the department when noting observations.)

• Where all Team members wearing the correct white name tag in superior condition free of fades and scratches ? (Hourly name tags should only list their first name. Salary should only list first name and job title)

  Yes

  No

  N/A

• Were all team members professional and polished in appearance (Neat and clean uniform, well groomed hair, makeup, nails...)

  Yes

  No

  N/A

Back Of House Areas

• Please provide feedback on the appearance of our Back of House areas as you walk the property. (It is best to walk as many locations as possible like (TMC, Casino Holds /Break-rooms, Hotel Call Call Center, TM Entrance, Conference Center etc. Do the walls, floor and ceiling appear clean, well-maintained, and in good repair?

  Yes

  No

  N/A

• Are Team Members actively engaged with each other in a friendly manner as they walk through the hallways? (Acknowledging one another and not on their phones as they walk)

  Yes

  No

  N/A

• Are Back of House Department Bulletin Boards neat and well organized with relevant and up-to-date information?

  Yes

  No

  N/A

Fountain & Streetscape

• Do the walls, floor and ceiling appear clean, well-maintained, and in good repair?

  Yes

  No

  N/A

• Are the closed Promotional Booths, ledges, and surfaces surrounding free of clutter, trash, dust, and debris?

  Yes

  No

  N/A

• Are all digital / directional signs and TVs in good working order, showing accurate information about meetings and property advertisements?

  Yes

  No

  N/A

Exterior/ Main Entrance

• Please provide feedback on the exterior appearance of our property on this walk. Include in your observation items such as usefulness of directional signage, exterior casino signage, cleanliness of parking lots/garages, appearance of landscaping and sense of safety/security in the parking areas (including lighting and the presence of security personnel). Is all of this well maintained?

  Yes

  No

  N/A

Valet

• Was the Valet Greeter (person checking in the car from the guest)- attentive and ready to assist guests. Not looking down, around or distracted?

  Yes

  No

  N/A

• When evaluating the cleanliness of the Valet area, is it Clean and free of trash/debris?

  Yes

  No

  N/A

• When returning a guest vehicle, did the Valet team show hustling to/from vehicles at a pace equal to business volumes? Showing energy and eye contact when returning vehicle to guests by assisting at least the driver with door and when possible, assist passenger as well?<br>

  Yes

  No

  N/A

• Are the ledges and surfaces surrounding the Valet kiosks free of trash, dust, and debris?

  Yes

  No

  N/A

Four Diamond Hotel

• Please observe the overall look of our hotel Lobby. Do the walls, floor and ceiling appear clean, well-maintained, and in good repair?

  Yes

  No

  N/A

• Did all Front-desk Agents display open body language (e.g. upright not leaning /slouching, arms uncrossed, available and ready to serve). Were Team members looking to assist guests and/or create an opportunity for an interaction? <br>

  Yes

  No

  N/A

• If a Bellman is present, are they posted in a location with open body language (e.g. upright not leaning /slouching, arms uncrossed, available and ready to serve) looking to assist guests and/or create an opportunity for an interaction?

  Yes

  No

  N/A

• Please visit our 5th floor Pool/Spa/Fitness Center, was the indoor and outdoor area clean and well maintained?

  Yes

  No

  N/A

• Did the Pool Attendant display open body language (e.g. upright not leaning /slouching, arms uncrossed, available and ready to serve). Were Team members looking to assist guests and/or create an opportunity for an interaction?

  Yes

  No

  N/A

Collections Retail

• Please provide feedback on the cleanliness of our retail outlet. Do the walls, floor and ceiling appear clean, well-maintained, and in good repair? <br><br>

  Yes

  No

  N/A

• Please provide feedback about overall feel of the store. Is the merchandise stocked and organized with an appealing presentation?

  Yes

  No

  N/A

• When entering the store did the retail associate acknowledge you with a warm greeting?

  Yes

  No

  N/A

• Was the team member friendly and interactive with guests as they shopped throughout our store? (Only behind the register if they are completing a transaction)

  Yes

  No

  N/A

Food & Beverage Venues (Please visit all open food venues Falcon Bakery, Falcon Diner, Pearls Oyster Bar, Bottleneck Blues Bar, Amerisports Bar, Bugatti's, King Cat Club, Buffet, VIP Lounge, and Deli)

• Are all Restaurant Host & Greeters displaying open body language (e.g. upright not leaning /slouching, arms uncrossed, available and ready to serve). Were Team members looking to assist guests and/or create an opportunity for an interaction?

  Yes

  No

  N/A

• Are all Restaurants clean and clear of trash and debris?

  Yes

  No

  N/A

• Do all restaurant floors, walls, and ceiling look clean, well-maintained, and in good repair?

  Yes

  No

  N/A

• Is the selection of music and or TVs appropriate for the venue and time of day?

  Yes

  No

  N/A

• Are all restaurants staffed appropriately to match our current business levels? (In your opinion was there too many or too little Team Members)

  Yes

  No

  N/A

Restroom Appearance

• Do all Restrooms meet Cleanliness expectations? Please indicate the location(s) and gender of each restroom you provide feedback on. In your narrative, please include information related to the appearance (including lighting), maintenance and fragrance of all aspects of the restroom(s), including: counters, sinks trashcans, floors, stalls, toilets. Also were the restrooms well stocked and available for use.

  Yes

  No

  N/A

Conference & Event Center

• Is the lobby area and entrance clean and clear of trash / debris?

  Yes

  No

  N/A

• Are the digital signs in good working order, showing accurate information about meeting names and locations?

  Yes

  No

  N/A

• Are all tables, chairs, and coaches neatly laid out in good repair? (upholstery, table tops, legs, etc)<br>

  Yes

  No

  N/A

• Are the Conference Center floors, walls, and ceiling clean, well-maintained, and in good repair?

  Yes

  No

  N/A

Security

• Are our turnstile Officers offering a welcoming smile and making conversation with guests as they enter and leave the casino?

  Yes

  No

  N/A

• Look for an officer walking the casino floor. Is the floor Officer on the Casino Floor being proactive and engaging Guests as they pass by?

  Yes

  No

  N/A

Cage Cashier

• Are problem gambling brochures stocked and available for our guests at every cage and ATM?

  Yes

  No

  N/A

• Did all Cashiers display open body language (e.g. upright not leaning /slouching, arms uncrossed, available and ready to serve). Were Team members looking to assist guests and/or create an opportunity for an interaction?

  Yes

  No

  N/A

• Is there a supervisor/manager present and readily available at or near our Cashier Windows?

  Yes

  No

  N/A

• Do the cashier walls, counter, floor, glass and ceiling appear clean, well-maintained, and in good repair?

  Yes

  No

  N/A

• Is the Cashier Cage staffed appropriately to match our current business levels? (In your opinion was there too many or too little Team Members)

  Yes

  No

  N/A

Marketing / Mychoice

• When observing our Mychoice Center, Did all Mychoice Representatives display open body language (e.g. upright not leaning /slouching, arms uncrossed, available and ready to serve). Were Team members looking to assist guests and/or create an opportunity for an interaction?

  Yes

  No

  N/A

• Is our Mychoice Center staffed appropriately to match our current business levels? (In your opinion was there too many or too little Team Members)

  Yes

  No

  N/A

• Are the ledges and surfaces surrounding the marketing kiosks free of trash, dust, and debris?

  Yes

  No

  N/A

High Limit Slot Lounge

• Was a VIP or Executive host on duty available in the High Limit Lounge to assist our guests?

  Yes

  No

  N/A

• Are both High Limit Lounge TVs properly functioning and on appropriate channels?

  Yes

  No

  N/A

• Is the High Limit and surrounding area free of trash and debris (dirty ash trays, cups, glassware, bottles,etc)?

  Yes

  No

  N/A

Slots

• Where Slot Team Members observed interacting with guests in a friendly manner, smiling and creating a FUN environment.

  Yes

  No

  N/A

• Approach an empty Slot Machine and press the Service button. After pressing the service button, time how long it takes the slot team member to respond. When they approach, ask the slot TM to show you where their SOPs are located. WAS THE TM ABLE TO SHOW YOU THE LOCATION OF THE SOPS?

  Yes

  No

  N/A

• While walking the floor do the Slot areas appear well maintained (as far as trash, ash trays, cups or bottles)?

  Yes

  No

  N/A

• Was EVS observed cleaning machines; smiling and interacting with guests as they made rounds?

  Yes

  No

  N/A

• Were beverage servers observed pro-actively offering beverages to our guests at the slot machines? (If one can not be found please respond no)

  Yes

  No

  N/A

• When listening to the music in slots, is the volume and song choice appropriate for the audience and time of day?

  Yes

  No

  N/A

Table Games

• When observing our Dealers interaction with guests, were they engaging with the players "creating a fun environment"?

  Yes

  No

  N/A

• Were the Table supervisor actively making rounds between tables within their pit?

  Yes

  No

  N/A

• On empty games, did dealers display open body language (e.g. upright not leaning /slouching, arms uncrossed, available and ready to serve). Were Team members looking to assist guests and/or create an opportunity for an interaction, eye contact, smile, nod, etc. when guests approach/pass?

  Yes

  No

  N/A

• How many empty Table Games do we have that are staffed with dealers?

• Are the Tables and the surrounding area free of trash and debris (dirty ash trays, cups, glassware, bottles,etc)?

  Yes

  No

  N/A

• Are all TVs properly functioning and on appropriate channels?

  Yes

  No

  N/A

• Were beverage servers observed pro-actively offering beverages to our guests at our Table Games area? (If one can not be found please respond no)

  Yes

  No

  N/A

• When listening to the music in tables, is the volume and song choice appropriate for the audience and time of day?

  Yes

  No

  N/A

Casino Bars, Glo Bar, & Self- Serve

• When observing our Bartendrs interaction with guests, were they engaging with the players displaying a welcoming demeanor and creating a FUN atmosphere?

  Yes

  No

  N/A

• On empty bars, did the bartenders display open body language (e.g. upright not leaning /slouching, arms uncrossed, available and ready to serve). Were Team members looking to assist guests and/or create an opportunity for an interaction, eye contact, smile, nod, etc. when guests approach/pass?

  Yes

  No

  N/A

• While passing the Casino bars, is the space behind the bar clean, well-stocked, and organized?

  Yes

  No

  N/A

• Are the TVs, signage and displays in good working condition with relevant/appropriate messaging and channels?

  Yes

  No

  N/A

• Are all bar stools pushed in and organized? With the stools, rails, and bar top in good repair? (upholstery, legs, etc.)<br>

  Yes

  No

  N/A

• Are the bar tops and slot machines clean and free of clutter / debris? (No napkins, dirty ash trays, dirty glassware)

  Yes

  No

  N/A

• Are the self-serve beverage stations clean, well-stocked with cups, ice, coffee, creamer, free of spills, and debris?

  Yes

  No

  N/A

• Is the floor around the self-serve beverage station clean and free of spills or debris?

  Yes

  No

  N/A

Overall Service Experience

• Please tell us about your overall perception of the property? What was most memorable (positive or negative) about your walk? (NOTE: If you refer to a specific department, please include the department name)

• Did you observe a TM creating a magical and memorable moment? Please provide their name, department, and description of what they did.

  Yes

  No

  N/A

• If you were a customer to our venue, what discernible difference did you notice between us and other local casinos or entertainment facilities?

• Do you have any additional Comments or Observations? Please use this area for any miscellaneous items that you would like to share.

  Yes

  No

  N/A