Title Page
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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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.)
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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)
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Were all team members professional and polished in appearance (Neat and clean uniform, well groomed hair, makeup, nails...)
Back Of House Areas
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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?
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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)
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Are Back of House Department Bulletin Boards neat and well organized with relevant and up-to-date information?
Fountain & Streetscape
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Do the walls, floor and ceiling appear clean, well-maintained, and in good repair?
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Are the closed Promotional Booths, ledges, and surfaces surrounding free of clutter, trash, dust, and debris?
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Are all digital / directional signs and TVs in good working order, showing accurate information about meetings and property advertisements?
Exterior/ Main Entrance
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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?
Valet
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Was the Valet Greeter (person checking in the car from the guest)- attentive and ready to assist guests. Not looking down, around or distracted?
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When evaluating the cleanliness of the Valet area, is it Clean and free of trash/debris?
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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>
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Are the ledges and surfaces surrounding the Valet kiosks free of trash, dust, and debris?
Four Diamond Hotel
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Please observe the overall look of our hotel Lobby. Do the walls, floor and ceiling appear clean, well-maintained, and in good repair?
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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>
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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?
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Please visit our 5th floor Pool/Spa/Fitness Center, was the indoor and outdoor area clean and well maintained?
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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?
Collections Retail
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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>
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Please provide feedback about overall feel of the store. Is the merchandise stocked and organized with an appealing presentation?
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When entering the store did the retail associate acknowledge you with a warm greeting?
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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)
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)
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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?
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Are all Restaurants clean and clear of trash and debris?
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Do all restaurant floors, walls, and ceiling look clean, well-maintained, and in good repair?
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Is the selection of music and or TVs appropriate for the venue and time of day?
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Are all restaurants staffed appropriately to match our current business levels? (In your opinion was there too many or too little Team Members)
Restroom Appearance
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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.
Conference & Event Center
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Is the lobby area and entrance clean and clear of trash / debris?
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Are the digital signs in good working order, showing accurate information about meeting names and locations?
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Are all tables, chairs, and coaches neatly laid out in good repair? (upholstery, table tops, legs, etc)<br>
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Are the Conference Center floors, walls, and ceiling clean, well-maintained, and in good repair?
Security
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Are our turnstile Officers offering a welcoming smile and making conversation with guests as they enter and leave the casino?
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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?
Cage Cashier
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Are problem gambling brochures stocked and available for our guests at every cage and ATM?
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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?
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Is there a supervisor/manager present and readily available at or near our Cashier Windows?
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Do the cashier walls, counter, floor, glass and ceiling appear clean, well-maintained, and in good repair?
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Is the Cashier Cage staffed appropriately to match our current business levels? (In your opinion was there too many or too little Team Members)
Marketing / Mychoice
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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?
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Is our Mychoice Center staffed appropriately to match our current business levels? (In your opinion was there too many or too little Team Members)
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Are the ledges and surfaces surrounding the marketing kiosks free of trash, dust, and debris?
High Limit Slot Lounge
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Was a VIP or Executive host on duty available in the High Limit Lounge to assist our guests?
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Are both High Limit Lounge TVs properly functioning and on appropriate channels?
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Is the High Limit and surrounding area free of trash and debris (dirty ash trays, cups, glassware, bottles,etc)?
Slots
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Where Slot Team Members observed interacting with guests in a friendly manner, smiling and creating a FUN environment.
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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?
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While walking the floor do the Slot areas appear well maintained (as far as trash, ash trays, cups or bottles)?
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Was EVS observed cleaning machines; smiling and interacting with guests as they made rounds?
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Were beverage servers observed pro-actively offering beverages to our guests at the slot machines? (If one can not be found please respond no)
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When listening to the music in slots, is the volume and song choice appropriate for the audience and time of day?
Table Games
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When observing our Dealers interaction with guests, were they engaging with the players "creating a fun environment"?
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Were the Table supervisor actively making rounds between tables within their pit?
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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?
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How many empty Table Games do we have that are staffed with dealers?
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Are the Tables and the surrounding area free of trash and debris (dirty ash trays, cups, glassware, bottles,etc)?
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Are all TVs properly functioning and on appropriate channels?
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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)
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When listening to the music in tables, is the volume and song choice appropriate for the audience and time of day?
Casino Bars, Glo Bar, & Self- Serve
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When observing our Bartendrs interaction with guests, were they engaging with the players displaying a welcoming demeanor and creating a FUN atmosphere?
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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?
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While passing the Casino bars, is the space behind the bar clean, well-stocked, and organized?
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Are the TVs, signage and displays in good working condition with relevant/appropriate messaging and channels?
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Are all bar stools pushed in and organized? With the stools, rails, and bar top in good repair? (upholstery, legs, etc.)<br>
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Are the bar tops and slot machines clean and free of clutter / debris? (No napkins, dirty ash trays, dirty glassware)
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Are the self-serve beverage stations clean, well-stocked with cups, ice, coffee, creamer, free of spills, and debris?
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Is the floor around the self-serve beverage station clean and free of spills or debris?
Overall Service Experience
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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)
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Did you observe a TM creating a magical and memorable moment? Please provide their name, department, and description of what they did.
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If you were a customer to our venue, what discernible difference did you notice between us and other local casinos or entertainment facilities?
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Do you have any additional Comments or Observations? Please use this area for any miscellaneous items that you would like to share.
