Walk The Floor - duplicate

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Gaming Entrance

• Is the entrance to the gaming room clean, well presented, clearly signed and well lit?

  Yes

  No

  N/A

• In regards to the previous question: Clearly signed, well presented - 10 pts Clearly signed, not well presented - 5 pts Not clearly signed, well presented - 5 pts Not clearly signed, not well presented - 0

• Does the venue have a WELCOME mat?

  Yes

  No

  N/A

• Is there a rubbish bin and smokers tray provided?

  Yes

  No

  N/A

• Are trading hours prominently displayed?<br>

  Yes

  No

  N/A

• Is all regulatory signage and carpark signage clearly visible and correct?

  Yes

  No

  N/A

• Is ALH security signage displayed on the gaming room door?

  Yes

  No

  N/A

ATM

• Is the ATM operational and the surrounding area clean, with a rubbish bin provided.

  Yes

  No

  N/A

• Is the location of the ATM clearly indicated when you enter the venue and when you are in the gaming room?

  Yes

  No

  N/A

• In regards to the previous question: Clearly signed when entering venue and from inside gaming room - 10 Not clear when entering but clear from inside gaming room - 5 Clear when entering venue, not clear from inside the gaming room - 5 Not clear when entering venue, not clear from inside the gaming room - 0

• Does the ATM have appropriate regulatory signage? "THINK" sticker.

  Yes

  No

  N/A

Staff Presentation

• Are all staff in correct uniform and is uniform clean and ironed? Staff should have a tie or scarf

  Yes

  No

  N/A

• Are all staff wearing name badges?

  Yes

  No

  N/A

• Are all staff well presented? Hair neat and tidy, men shaved, beards neatly maintained and wearing minimal jewellery?

  Yes

  No

  N/A

• Yes, all well groomed/presented - 10 pts A couple well groomed/presented - 5 pts Most not well groomed/presented - 0 pts

Service Standards (double weighting)

• Were you offered mints or lollies, or were they readily available next to your machine?

  Yes

  No

  N/A

• Were you offered a drink when you were seated at your machine?

  Yes

  No

  N/A

• Yes, within 5 minutes - 20 points Between 6 and 8 minutes - 15 points Between 9 and 10 minutes - 10 points No, I was not offered a drink - 0 points

• Did you observe staff members offering service to patrons seated at their machines?

  Yes

  No

  N/A

• Did you receive prompt attention when requesting a payout, with service from the attendant within 1 minute

  Yes

  No

  N/A

• Yes, within 1 minute - 20 points Yes, between 1 and 2 minutes - 10 points No - 0 points

• Are the staff members actively servicing all sections of the gaming area?

  Yes

  No

  N/A

• Did you observe staff regularly cleaning the machines and the gaming room area?

  Yes

  No

  N/A

• Is the room free from used glasses or coffee cups, or did you observe a staff member clearing them way?

  Yes

  No

  N/A

• Did you observe any prepared food being offered to players? (Eg sandwiches, hot food). Not muffins, biscuits.

  Yes

  No

  N/A

• In regards to previous question: Staff offering food on a tray? Score - 20 pts Prepared food located on coffee station and was fresh Score - 10 pts Prepared food located at coffee station and was old/stale Score - 0 points No evidence of prepared food provided to patrons (excl coffee station snacks) 0 points

Product

• Are all machines operational? (If not, a logged service call and professional "out of order" sign on screen will suffice to redeem points)

  Yes

  No

  N/A

• Is the colour of screens clear and not out of focus and the picture fits in the screen

  Yes

  No

  N/A

• Is each machine number clearly displayed and in sequence?

  Yes

  No

  N/A

• Are all machines clean and free from fingerprints and all excess tape, glue etc been removed from machines?

  Yes

  No

  N/A

• Cleanliness of machines Very clean - score 15 pts Reasonable, only a few finger prints - 10 pts Some were clean, others weren't - 5 pts All were dirty and needed cleaning - zero

• Are all machines fitted with machine advertisers, on left hand side and at same height as every other machine in the room?

  Yes

  No

  N/A

• Does each machine have the compulsory "Game Care" cards and holder attached on the right hand side, and at the same height as all the other machines? Also all machines have the compulsory 3-in-1 sticker?

  Yes

  No

  N/A

• All holders, all cards and all stickers correctly in place - score 15 points Only two of the items in place - 10 points Only one of the items in place- 5 points None of the items in place - zero points

• Does each machine have a RESERVED sign attached?

  Yes

  No

  N/A

• Are the "Problem Gambling" brochures available in English and any other language applicable to the local community?

  Yes

  No

  N/A

• Is the volume level on the machines set to a sufficient level to hear and attract patrons?

  Yes

  No

  N/A

• Do machines readily accept notes and coins?

  Yes

  No

  N/A

• Are all fluorescent lamps and button globes operational?

  Yes

  No

  N/A

• Is there POS displaying link levels and parameters that clearly designate which machines are on the link?

  Yes

  No

  N/A

• Are sound levels on the link adequate to alert players that it has been won?

  Yes

  No

  N/A

• Are/is the link(s) fully operational - illuminated, with sound, and graphics clearly visible?

  Yes

  No

  N/A

Room Presentation - inside, outside and DOSA, where applicable

• Is the floor in all areas clean and free from rubbish?

  Yes

  No

  N/A

• Are all stools clean and the bases of each stool polished? Is the fabric not worn/torn, stained or with burn marks?

  Yes

  No

  N/A

• Stools clean, well maintained - score 10 pts Some clean or well maintained - score 5 pts All dirty, not well maintained - score 0 pts

• Are the unused stools pushed in and aligned?

  Yes

  No

  N/A

• All pushed in and aligned - score 10 pts Some not pushed in and aligned - 5 pts All unused not pushed in/aligned - 0 pts

• Are the machine bases clean and free from spills and base doors are all locked?

  Yes

  No

  N/A

• All bases clean, doors locked - score 10 pts Bases clean, doors not locked - score 5 pts Bases dirty, but doors locked - score 5 pts Bases dirty, doors not locked - score 0 pts

• Are the bench sections of the unused machines clean or did you see them being cleaned?

  Yes

  No

  N/A

• Is the location of the toilets/cashier (and DOSA, if applicable) clearly indicated from the gaming room?

  Yes

  No

  N/A

• Yes - score 10 points One only - score 5 points No - score 0 points

• Is the volume level on the machines set to a sufficient level to hear and attract patrons?

  Yes

  No

  N/A

• Was there "middle-of-the-road" background music playing that was barely audible? (The music should not be louder than the machines playing and appropriate to the clientele)

  Yes

  No

  N/A

• Appropriate, barely audible - score 10 pts Appropriate but louder than EGM's - 5 pts Not appropriate, but barely audible - 5 pts Not appropriate and too loud - 0 points

• Do both the inside room and outside room (if applicable) have a thermometer fitted?

  Yes

  No

  N/A

• Are the walls and ceilings in all areas painted - no scratches, holes etc ?

  Yes

  No

  N/A

• Are all posters/POS related only to gaming, professionally generated, in frames and current (no old promotions)

  Yes

  No

  N/A

• Are all light boxes / plasmas in working order and have signage relevant to gaming only?

  Yes

  No

  N/A

• Is a clock visible from all poker machines and all within 5 minutes of each other and the correct time?

  Yes

  No

  N/A

• Are all lights operational and air vents clean in both gaming room and in the toilets?

  Yes

  No

  N/A

• All lights working, all vents clean - score 10 Couple of lights not working, couple of vents dirty - 5 Several lights not working, several vents dirty - score 0

• Are all glass/windows clean, free of redundant tape/decorations and no smudges?

  Yes

  No

  N/A

• Is the cashier station free from clutter with no unnecessary electrical cords showing?

  Yes

  No

  N/A

• Are there coin cups available?

  Yes

  No

  N/A

• Is the temperature inside okay - not too hot or cold? Ideally at 22 degrees in summer/ 24 degrees in winter. fans / heaters installed. look at airflow.

  Yes

  No

  N/A

Outdoor gaming

• Is the temperature outside okay - not too hot or cold? fans / heaters installed.

  Yes

  No

  N/A

• Is the air quality suitable - no overpowering smell of cigarette smoke or body odour

  Yes

  No

  N/A

• Is there an appropriate amount of ashtrays available? One ashtray next to every machine?

  Yes

  No

  N/A

• Are the ashtrays clean or being cleaned by staff?

  Yes

  No

  N/A

• Are there ONLY gaming patrons within the outside gaming area (or DOSA, if applicable). OR are security and staff clearing the room of non-gaming patrons?

  Yes

  No

  N/A

Coffee Station

• Is the coffee station clean and well stocked, and has multi-beverage capacity including tea and soup?

  Yes

  No

  N/A

• Is the coffee station well signed with a rubbish bin adjacent?

  Yes

  No

  N/A

• Are there packet biscuits, muffins or cakes at the station?

  Yes

  No

  N/A

• Is there complimentary food distributed by staff or appropriate signage displaying available times?

  Yes

  No

  N/A

• Do the coffee mugs have the hotel logo on them?

  Yes

  No

  N/A

ALH compliance and staff knowledge

• Is the gaming staff member along with the manager on duty carrying the ALH "Know Your Code"?<br>Yes - both have on them, or No- one or both do not have them

  Yes

  No

  N/A

• Does the gaming staff member have knowledge of ALH's Responsible Gambling Code? (Can the staff member name a sign of distress? What is the process for self-exclusion? Who is the ALH contact for Responsible Gaming?

  Yes

  No

  N/A

• Maximum score is 15 points Name one sign of distress - 5 pts Explain self exclusion process - 5 pts Name the Responsible Gaming Ambassador - earn 5 points

• Choose a machine in the room- Was the attendant confident when questioned about the machine operation, like free games or second screen features?

  Yes

  No

  N/A

Promotions

• Is the venue actively running promotions?<br>No loss of points if seasonally unfavourable to run them

  Yes

  No

  N/A

• Does the promotional material display mechanics, terms & conditions, closing dates, compulsory wording, and TPL number?

  Yes

  No

  N/A

• Are the mechanics of the promotion easily understood, and can they be explained by the staff?

  Yes

  No

  N/A

• Is there promotional gaming related signage in all areas of the gaming room- inside, outside & DOSA (if applicable)?

  Yes

  No

  N/A

• Are there props associated with the promotion visible? Eg fuel bowser, safe etc where applicable.

  Yes

  No

  N/A

• Does the venue use the PA system to announce upcoming promotions and events in the venue?

  Yes

  No

  N/A

Bathrooms

• Were the following clean?<br>

  Yes

  No

  N/A

• Highest score possible is 10 points Basin & bench clean? - add 2 points Mirrors clean? - add 2 points Toilet bowls clean? - add 2 points Toilet doors clean? - add 2 points Bathroom tiles clean? - add 2 points

• Do the rest rooms have a pleasant odour?

  Yes

  No

  N/A

• Is the toilet paper stocked sufficiently?

  Yes

  No

  N/A

• Is the hand soap available?

  Yes

  No

  N/A

• Are there towels/paper towels available, or hand dryers in working order?

  Yes

  No

  N/A

• Are sanitary bins and rubbish bins clean and not overflowing?

  Yes

  No

  N/A

Overall Customer Eperience

• Considering your experience at the venue today, how would you describe your experience to a friend? Very enjoyable - I was pleased with all aspects - score 15points Pleasant - only a few minor things could be improved - score 10 points Satisfactory - it is like all other venues, nothing special - score 5 points Not Satisfactory - I was disappointed on a number of aspects - score 0 points

• Did you feel safe in all areas of the gaming room and the venue as a whole?

  Yes

  No

  N/A

• Would you return to this venue and gaming room in the future?

  Yes

  No

  N/A

• Person conducting WTF

  Sign

• Venue staff member present at time of WTF

  Sign