Audit

VENUE WHERE WTF IS BEING COMPLETE:
NAME OF PERSON CONDUCTING WTF:
DATE & TIME COMPLETED:
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?

*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?

*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?

*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?

*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?

*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?

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

Q7. Are self service snacks available?

*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?

*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?

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

Q2. Staff and managers are well groomed?

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

Q3. Appropriate footwear is worn?

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

Q4. Staff working in the gaming room are wearing name tags

*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?

*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?

*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)

*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?

*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)

*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?

*Minimum standard - Easy listening, background volume

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

*Minimum standard - All gaming room lighting to be operational

Q3. Appropriate room temperature?

*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?

*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

GAMING EQUIPMENT, MACHINES & JACKPOTS

Q1. Is the Note Breaker operational?

*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?

*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..

*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..

*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?

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

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

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

Q3. All POS is professionally displayed?

*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..

SECTION TOTAL: (Office use only)

COMMENTS

PROMOTIONAL ACTIVITY

Q1. Venue is running promotional activity?

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

*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?

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

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

*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?

*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?

*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?

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

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

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

SECTION TOTAL: (Office use only)

PLEASE SUMMARISE YOUR EXPERIENCE: (A FEW SENTENCES WILL BE SATISFACTORY) Consider: Customer Service, Atmosphere, Presentation, Cleanliness & 1%ters

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

TOTAL DOCUMENT SCORE: (Office use only)

Please note that this checklist is a hypothetical example and provides basic information only. It is not intended to take the place of, among other things, workplace, health and safety advice; medical advice, diagnosis, or treatment; or other applicable laws. You should also seek your own professional advice to determine if the use of such checklist is permissible in your workplace or jurisdiction.