LN 9 Shop Audit (Keewin- 161217)

• LN9- Keewin

• Conducted on

  Date

• Prepared by

• Shop Number
  Address

• Number of Customers in shop on entry

1.0 - SHOP FRONT

• 1.1 - Shop Front Clean and Shop Main Signs On?<br>

  Yes

  No

  N/A

• 1.2 - Glass & Tiles Clean?<br>

  Yes

  No

  N/A

• 1.3 - Window POS up-to-date and displayed as per the Gold Standard Expectation? <br>

  Yes

  No

  N/A

• 1.4 - Are the Window lights on during hours of trade when it is dark outside? This is required to be adjusted seasonally via the timer in the electric cupboard in shop (where applicable)

  Yes

  No

  N/A

• 1.5 - Clear vision into and out of the front door, displaying any door posters/signs below 1.5 metres from the ground? Each entrance door features the current ‘Opening Times’ sign displaying the correct trading times and incorporating the small ‘No Alcohol’ / ‘No Under 18’ signs alongside an additional larger ‘No Under 18’ sign.

  Yes

  No

  N/A

2.0 - Customer Area

• 2.1 - Papers Neat - Correct Layout (Race Cards separated using Slip Dispensers/ In Shop Posters) and is the "Cards At A Glance" newspaper displayed?

  Yes

  No

  N/A

• 2.2 - All slip dispensers are clean and in good condition?<br>

  Yes

  No

  N/A

• 2.3 - The shop is tidy with no discarded slips, receipts or rubbish?

  Yes

  No

  N/A

• 2.4 - Bins are clean (inside and out), not overflowing with rubbish and using the standard issue bin bags available?<br>

  Yes

  No

  N/A

• 2.5 - All Zones Stocked and Correctly Displayed-Slip dispensers as per Gold Standard Expectation? <br>

  Yes

  No

  N/A

• 2.6 - Are the ‘Staying In Control’ and Citizen Card leaflets displayed in the Staying in Control (Big SIC Board) zone alongside the combined ‘No Smoking/Think 21/CCTV/Security’ sign which is in a located close to the shop entrance (replacing the ‘Its The Law’ poster)?<br>

  Yes

  No

  N/A

• 2.7 - Are the Yellow MOSES leaflets available from a discreet location in a Staying in Control dispenser, ideally near the customer toilets and are displayed in the small 1-Pocket SIC Dispenser located in the FOBT & SSBT Zone?

  Yes

  No

  N/A

• 2.8 - Is the current Rules poster displayed clearly in the Customer Information zone alongside the current ‘Did We Get It Right Today’ leaflets. If you do not have room for this zone, the rules poster and leaflets should be placed in a prominent position elsewhere in the shop.

  Yes

  No

  N/A

• 2.9 - Furniture in Good Condition for Customers?

  Yes

  No

  N/A

• 2.10 - Toilets fully Stocked and Cleaned? <br>

  Yes

  No

  N/A

• 2.11 - Air Conditioning Unit and Volume Correct?

  Yes

  No

  N/A

• 2.12 - Ceiling tiles are clean, free from any excessive dirt or stains?

  Yes

  No

  N/A

• 2.13 - All walls are clean and free of adhesive tape or Blu Tac along with no splash marks, particularly around bins?

  Yes

  No

  N/A

• 2.14- All lighting is working and of the correct brightness?

  Yes

  No

  N/A

• 2.15 - Shop Team can demonstrate Logged Calls (with Reference Numbers) and followed Escalation Process/Timescale?

  Yes

  No

  N/A

• 2.16 - All TV screens and CITs (Customer Information Terminals) are working, clean and displaying current offers ensuring that your Gantry/s are showing<br>Ladbrokes TV1, Ladbrokes TV2, Ladbrokes TV3?

  Yes

  No

  N/A

• 2.17 - The machine zone is clean, tidy and well presented?

  Yes

  No

  N/A

• 2.18 - Each machine has a sticker displaying the terminal number and features a ‘No Under 18/Think 21’ label?

  Yes

  No

  N/A

• 2.19 - All machines are spaced evenly apart, level and stable?

  Yes

  No

  N/A

• 2.20 - All note and coin acceptors are working? These should be checked on a daily basis each morning prior to opening along with your ‘RiRo’ (Receipt in, Receipt out) check

  Yes

  No

  N/A

• 2.21 - Yellow MOSES leaflets should be displayed within the Gaming zone using the Staying In Control dispenser? (One dispenser featured for every 2 machines).

  Yes

  No

  N/A

• 2.22 - All marketing material is in good condition and not displayed on walls, pillars, posts or privacy screens? Promotional material should not be attached to the machines unless instructed.

  Yes

  No

  N/A

• 2.23 - The Football zone is clean, tidy and well presented?

  Yes

  No

  N/A

• 2.24 - All coupons are correctly merchandised, well stocked and neatly displayed as per the Coupon Layout guide? Are the Football Coupon Dispenser Inserts updated and displaying only one at a time?

  Yes

  No

  N/A

• 2.25 - PoS is being displayed at either end of the zone where space permits?

  Yes

  No

  N/A

3.0 - Colleague

• 3.1 - Colleague(s) Greeting Customers On Entry?<br>

  Yes

  No

  N/A

• 3.2 - Colleague Appearance as per Policy and PPA Worn? <br>

  Yes

  No

  N/A

• 3.3 - Are Customers being offered assistance either on the shop floor or from the counter unprompted throughout your<br>visit? <br>

  Yes

  No

  N/A

• 3.4 - Colleagues engaging with Regular Customers about the daily offers such as BOG, GOTW, Cash Boost, Promotional Activity?

  Yes

  No

  N/A

• 3.5 - Are the Colleagues thanking the Customers for every transaction?

  Yes

  No

  N/A

• 3.6 - Is the colleague aware of the "Delivering The Ideal Customer Journey"- Greet, Engage, Provide Assistance, Promote a relevant offer, Thank You/ Encouragement?

  Yes

  No

  N/A

• 3.7 - Are the Colleagues on duty aware of the Daily Offers such as BOG meeting, GOTW Name, Target and Actual, NDB Offer and any relevant Promotional Activity?

  Yes

  No

  N/A

• 3.8 - When Customers are crediting the FOBTs from the Counter, are the Colleagues asking the Customers if they want to play for £50+ Stakes?

  Yes

  No

  N/A

• 3.9 - Are the Colleagues adhering to the PED Policy when serving customers?

  Yes

  No

  N/A

• 3.10 - Are the Colleagues logging the Think 21 challenges as per the Company's Policy and Procedure?

  Yes

  No

  N/A

• 3.11 - Are the ABB Alerts being completed by the Shop Colleagues correctly and consistently?

  Yes

  No

  N/A

• 3.12 - Is the Shop Diary being used correctly and appropriately by the Shop Colleagues?

  Yes

  No

  N/A

• 3.13 - Was the Till Cash compliant with the Cash Handling Policy and Procedures for the TOD i.e. £300 before 6pm, £200 between 6pm- 8pm and £100 after 8pm?

  Yes

  No

  N/A

• 3.14 - Was the excess Cash locked in the Safe correctly for the TOD and all other Cash locked in the Insert with Shop and Safe keys securely stored i. e. £500 before 6pm and £300 after 6pm?

  Yes

  No

  N/A

• 3.15 - Can the Colleague (s) explain Cash In Transit procedures?

  Yes

  No

  N/A

• 3.16 - Can the Colleague (s) explain Machine Emptying Procedures?

  Yes

  No

  N/A

• 3.17 - Are all Security Equipment working correctly in the Shop? CCTV, Panic Alarm, PPA, EDL and Security Light.

  Yes

  No

  N/A

• 3.18 - Can the Colleague(s) working today, access and explain the PLARA?

  Yes

  No

  N/A

• 3.19 - Can the Colleague(s) demonstrate latest game on the FOBT?

  Yes

  No

  N/A

• 3.20 - Can the Colleague(s) offer a perfect demo on the SSBT?

  Yes

  No

  N/A

• 3.21 - Shop Colleagues on duty fully knowledgeable about latest What's Happening / Raising The Game Content?

  Yes

  No

  N/A

5.0 - BEHIND THE COUNTER

• 5.1 - Desk / Back of House Area clean and tidy? Any cleaning products are stored out of customer view?<br>

  Yes

  No

  N/A

• 5.2 - Shop Colleague Notice Board displaying the right paperworks and messages?

  Yes

  No

  N/A

• 5.3 - An Insurance Certificate and Premises Licence are neatly displayed together in separate wall-mounted frames and visible from the counter?

  Yes

  No

  N/A

• 5.4 - Red A4 ‘CCTV/ Security’ and A4 ‘Think 21’ signage are being displayed in a high profile location behind the counter? Aside from these, all customer facing walls should be free from other signage

  Yes

  No

  N/A

• 5.5 - ‘Staying in Control’ and yellow MOSES leaflets are available to hand to customers as required?

  Yes

  No

  N/A

• 5.6 - Personal items including outdoor jackets, handbags, newspapers, magazines, audio equipment etc should not be visible from the customer area? These should be housed in the colleague area and only accessed on breaks.

  Yes

  No

  N/A

• 5.7 - Mobile phones / devices visible at the counter? Shop Tablet only allowed at the counter and fully charged?

  Yes

  No

  N/A

• 5.8 - PoS is neatly stored ensuring it does not get damaged?

  Yes

  No

  N/A

• 5.9 - A first aid box is present, fully stocked and in date?

  Yes

  No

  N/A

• 5.10 - The kitchen area is clean and tidy, with washing up cleared daily?

  Yes

  No

  N/A

• 5.11 - Any additional storage rooms and cupboards are clean, tidy and organised?

  Yes

  No

  N/A

• 5.12 - Compliance Folder contains: <br>• Integrity Line Policy Statement<br>• Employee Problem Gambling Policy Statement<br>• Equal Opportunities for all Policy Statement<br>• Disability Policy Statement<br>• Harassment Policy Statement<br>• Anti-Bullying Policy Statement<br>• Any old paper Responsible Gambling<br>• Group Health & Safety Policy Statement<br><br>

  Yes

  No

  N/A

• 5.13 - The colleague area should house the following compliance certification and information neatly on a noticeboard or wall space:<br>• Our Commitment to Social Responsibility<br>• Group Health & Safety Policy Statement<br>• Health and Safety Law Poster<br>• Fire Evacuation Plan and Log<br>• Waste Management Poster<br>• Social Media Guide<br>- Shop Operating Procedures (Latest)<br>- Trading Operations Briefer<br>- PTL Chart and Call Over PTL Chart<br>- Area of Focus Poster

  Yes

  No

  N/A

6.0 - Area Manager Notes & Comments

• 6.1 - Email Communications being read by Shop Colleagues on a daily basis?

  Yes

  No

  N/A

• 6.2 - Area Manager's Last Visit Action Plan displayed, read and signed by All Shop Colleagues including MPM or SM?

  Yes

  No

  N/A

• 6.3 - iAuditor's Last Report read and signed by Shop Colleagues including MPM and SM?

  Yes

  No

  N/A

7.0- WPS- ROTA, Optimums and Registration Compliance

• 7.1 - Shop ROTA for next 4 weeks on WPS as per Company's Expectation?

  Yes

  No

  N/A

• 7.2 - Shop Over Optimum Hours for the last 4 weeks?

  Yes

  No

  N/A

• 7.3 - Shop ROTA Audit Scores for the Last 4 weeks?

  Yes

  No

  N/A

• 7.4 - Shop Registration Compliance for the Last 4 Weeks? Name of Colleagues failing to reach 97% Weekly Target.

  Yes

  No

  N/A

• 7.5 - Number of Late Power On in the last 4 weeks?

  Yes

  No

  N/A

Action Plan for MPM/SM and Shop Team

• Action Required#1

• Action Required #2

• Action Required #3

• Action Required #4

• Action Required #5

• Action Required #6

• Action Required #7

• Action Required #8

Sign Off

• Colleague On Duty Signature

  Sign

• Area Manager's Signature

  Sign