WALK THE FLOOR GAMING ROOM

• Document No.

• Client / Site

• Conducted on

  Date

• NAME OF AUDITOR:

  Sign

• DATE UPLOADED:

  Date

VENUE WHERE WTF IS BEING COMPLETE: Dublin docks

NAME OF PERSON CONDUCTING WTF: Rickie Glockler Assistant Manager

DATE & TIME COMPLETED: 1pm Thursday

DATE & TIME UPLOADED TO DRIVE:

WALK THE FLOOR DOCUMENT INSTRUCTIONS

• THIS WTF CHECKLIST SHOULD TAKE AT LEAST 1 HOUR TO COMPLETE
  
  ALL RESPONSES IN THIS CHECKLIST ARE "YES" or "NO"
  
  WHERE POSSIBLE MANAGERS SHOULD REMAIN ANONYMOUS WHILE IN THE VENUE
  
  COMMENTS CAN BE ENTERED INTO THE "DETAILS" SECTION (IF MANUALLY COMPLETING CHECKLIST) AFTER EACH QUESTION OR AT THE END OF EACH CATEGORY IN THE COMMENTS SECTION PROVIDED
  
  ALL COMMENTS MADE IN THIS DOCUMENT ARE TO BE OF A CONSTRUCTIVE NATURE. ANY OUTSTANDING SERVICE SHOULD BE NOTED AND STAFF NAMED WHERE POSSIBLE
  
  A SCORE OUT OF 10 IS REQUIRED TO FINALISE THIS WTF (see section at end of document)
  
  COMPLETED WTF CHECKLIST ARE TO BE UPLOADED TO THE DRIVE AS SOON AS POSSIBLE ONCE COMPLETE
  
  
  

CUSTOMER SERVICE

• Q1. Did staff welcome/acknowledge you immediately, or as soon as possible? <br>No

  Yes

  No

  N/A

• *Minimum standard - To proactively acknowledge customers who enter the gaming room.

• Q2. Did staff welcome/acknowledge other customers entering the room immediately, or as soon as possible? <br>No

  Yes

  No

  N/A

• *Minimum standard - To proactively welcome or at minimum acknowledge customers who enter the gaming room

• Q3. When observed, staff acknowledge customers who are waiting for service? <br>Yes

  Yes

  No

  N/A

• *Minimum standard - To acknowledge all customers who are waiting for service

• Q4. Were you or any other customers offered complimentary coffees or other drinks while visiting? No

  Yes

  No

  N/A

• *Minimum standard - Regular comp coffee & soft drink to be offered to customers across all hours

• Q5. Are the gaming staff actively working from the floor? Yes

  Yes

  No

  N/A

• *Minimum standard - Gaming staff choose to be on the floor when not required at the cashier or bar e.g. Picking up glasses, straightening stools, general interaction with customers etc..
  

• Q6. Managers are a observed regularly in and around the gaming room? Yes

  Yes

  No

  N/A

• *Shift managers to be visible in and around the gaming room to support gaming staff

• Q7. Are self service snacks available? No didn't see any

  Yes

  No

  N/A

• *Minimum standard - Venue to have self service snacks e.g. lollies (mandatory) and biscuits (optional)

• Q8. Are staff friendly and helpful when asked for a complimentary coffee?

  Yes

  No

  N/A

• *Staff should appear happy to help and be able to provide a complimentary coffee, delivered to you in a reasonable amount of time

• SECTION TOTAL: (Office use only)

• COMMENTS

STAFF PRESENTATION

• Q1. A uniform is worn by staff and it's clean & tidy? Yes

  Yes

  No

  N/A

• *Minimum standard - A clean, ironed uniform to be worn

• Q2. Staff and managers are well groomed? Yes

  Yes

  No

  N/A

• *Minimum standard - Appropriate for venue, hair is tied back etc..

• Q3. Appropriate footwear is worn? Yes

  Yes

  No

  N/A

• *Minimum standard - Footwear to match uniform, no ballet flats or white sneakers etc..

• Q4. Staff working in the gaming room are wearing name tag. Yes

  Yes

  No

  N/A

• *Minimum standard - All gaming staff to wear name tags

• SECTION TOTAL: (office use only)

• COMMENTS

GENERAL CLEANLINESS

• Q1. Machines & jackpots, benches and bases are dust free & otherwise well presented? Yes

  Yes

  No

  N/A

• *Minimum standard - Well presented machines, jackpot signs and surrounds. E.G. Kicks, behind machines, between machines, between buttons, coin trays, screens, machine tops, flashy light toppers, jackpot screens and the top of sign/s

• Q2. Room cleanliness is maintained throughout visit? Yes

  Yes

  No

  N/A

• *Minimum standard - Room cleanliness to be maintained throughout trade. E.G. Stools straightened, glasses cleared, rubbish picked up, carpet kept clear of coasters, food crumbs etc

• Q3. Gaming toilets are tidy, well stocked and operational? (Not cleaning spec) yes

  Yes

  No

  N/A

• *Minimum standard - General cleanliness is good e.g. bins tidy, toilet paper stocked, soap & had towel available, lights working, no running toilets, broken locks, graffiti, obvious damage to walls etc..

• Q4. Is the cleaning spec in the gaming room, toilets and surrounding areas being met? Yes

  Yes

  No

  N/A

• *Toilets are stocked, tiles in wet areas are clean, spiderwebs, wasp nests are removed from DOSAs, ledges, windows are clean etc..

• Q5. Gaming furniture is clean? (Answer to be based on cleanliness only. Make notes about any damage) yes we'll maintained

  Yes

  No

  N/A

• *Minimum standard - Furniture to be clean E.G. Recently steam cleaned, free of stains and dust (stool bases)

• SECTION TOTAL: (office use only)

• COMMENTS

GAMING ROOM ATMOSPHERE & DOSA PRESENTATION

• Q1. Appropriate music & volume? Yes

  Yes

  No

  N/A

• *Minimum standard - Easy listening, background volume

• Q2. All gaming room lights e.g. Down lights, pendants, cashier, note breaker & neon etc are operational? Yes

  Yes

  No

  N/A

• *Minimum standard - All gaming room lighting to be operational

• Q3. Appropriate room temperature? Yes

  Yes

  No

  N/A

• *Minimum standard - Appropriate temprature to suit time of day and change of season.

• Q4. Gaming DOSA is kept free of general rubbish, dirty ashtrays and empty glasses? Yes

  Yes

  No

  N/A

• *Minimum standard - DOSA's to be kept clean and tidy. e.g free of excessive cigarette butts, general rubbish and glasses

• SECTION TOTAL: (office use only)

• COMMENTS Cobwebs where sited I didn't like the fact that the gaming dosa was open to the restaurant and the furniture could do with an upgrade considering its on the canal, has a lot more potential.

GAMING EQUIPMENT, MACHINES & JACKPOTS

• Q1. Is the Note Breaker operational?<br>Yes

  Yes

  No

  N/A

• *Minimum standard - Note Breaker is operational? (IF NO PLEASE MAKE A COMMENT) e.g. Was an out of order sign displayed?

• Q2. All EGM's are operational, and if not have an out of order sign displayed?<br>Yes

  Yes

  No

  N/A

• *Minimum standard - All machines are to be operational. E.G. EGMs screens, standalone jackpots and games are operating?
  

• Q3. All overhead Jackpots are operating? E.g. Fast Lane, Jokers, Jackpot Carnival etc.. <br>Yes

  Yes

  No

  N/A

• *Minimum standard - All overhead jackpot to be operational. E.G. Jackpots amounts are incrementing, graphics are running?

• Q4. Are all machine & jackpot sign lights working? E.g. Belly lights, top box, mid trim, sign chaser lights, neon etc.. Yes

  Yes

  No

  N/A

• *Minimum standard - All machine and jackpot lights to be operational

• SECTION TOTAL: (office use only)

• COMMENTS

POS DISPLAY

• Q1. Complimentary snacks, complimentary coffee & trading times POS is displayed?

  Yes

  No

  N/A

• *Minimum standard - Complimentary snacks, complimentary coffee & trading times POS is displayed in the gaming room. (idle message on machines can be used) yes

• Q2. No liquor specials and or other liquor advertising is displayed in the gaming room? No

  Yes

  No

  N/A

• *Minimum standard - No liquor advertising to be displayed in the gaming room

• Q3. All POS is professionally displayed?

  Yes

  No

  N/A

• *Minimum standard - POS is professionally designed & displayed in the gaming room. E.G. All POS information is current and displayed in frames. Chalk boards look professional etc.. Yes

• SECTION TOTAL: (Office use only)

• COMMENTS Gaming room very overwhelming with fairy lights a lot happening. machine talkers half missing and or foam tape on sides of machines.

PROMOTIONAL ACTIVITY

• Q1. Venue is running promotional activity? Yes

  Yes

  No

  N/A

• Q2. Venue is marketing their activity - Promotional POS is clearly displayed and venue has prizes on display if applicable? Yes

  Yes

  No

  N/A

• *Minimum standard - Venue has POS advertising it's activity and if prizes can be displayed they are (Media prize, white goods etc..)

• Q3. Venue has obvious theming and or decorations to support it's activity? Yes

  Yes

  No

  N/A

• *Minimum standard - Venue to have theming to help drive interest in activity

• Q4. When asked are staff familiar with the current promotional activity?yes

  Yes

  No

  N/A

• *Staff are able to clearly communicate key promotional details e.g. Time, date, prizes & how to get tickets

• SECTION TOTAL: (office use only)

• COMMENTS

RESPONSIBLE GAMBLING (DAVID SCHWARZ)

• Q1.David Schwarz banner and A3 poster is displayed? Yes

  Yes

  No

  N/A

• *Minimum standard - David Schwarz program - 1 x A3 DS poster at or near the cashier 1 x DS pull up banner in the gaming room

• SECTION TOTAL: (office use only)

• COMMENTS

KENO

• Q1. Keno POS is current, stationary holders are out and stocked?yes

  Yes

  No

  N/A

• *Minimum standard - Keno holders to be stocked with tickets and pencils. Current promotional POS is displayed (POS must be in frames on terminal or in stationary holders)

• SECTION TOTAL: (Office use only)

• COMMENTS

EXTERNAL SIGNAGE & CAR PARK SAFETY

• Q1. A trading times banner is displayed externally in a prominent position? No

  Yes

  No

  N/A

• Q2. The car park and gaming entrance is clear of rubbish? Yes

  Yes

  No

  N/A

• Q3. The car park is well maintained, lines are clearly marked, no obvious hazards? Yes

  Yes

  No

  N/A

• Q4. Car park lights are operational (if relevant) or if visiting during the day car park lights are not obstructed by trees? Yes

  Yes

  No

  N/A

• SECTION TOTAL: (Office use only)

• PLEASE SUMMARISE YOUR EXPERIENCE: (A FEW SENTENCES WILL BE SATISFACTORY) Consider: Customer Service, Atmosphere, Presentation, Cleanliness & 1%ters Good customer service even though it was busy, very overwhelming a lot of stuff everywhere (theaming) presentation was good and clean.

• PLEASE PROVIDE A TOTAL SCORE OUT OF 10 (e.g. 7/10) 7 1/2

• TOTAL DOCUMENT SCORE: (Office use only)