Mystery Audit ‘Service & Hospitality’
It is difficult for the management to constantly monitor how their employees behave towards guests.
Most employees will obviously do their best if they know that someone from the management is on the floor. However, you want to know how your employees handle guests if the management is not around.
This mystery audit offers an effective way to assess this. Our mystery auditor will stay as a guest in your casino for a period of two days. You will receive a detailed report with positive points and the points that require improvement.
During an audit, the following items are evaluated:
Attitude and conduct of staff
Attitude and conduct of table managers
Attitude and conduct of floor managers
Adequately number of tables, slot machines, cash desks, food & beverage and reception desks
Handling of disputes and arguments
Tipping policy
Policy with regard to first-time visitors
Policy with regard to experienced players
Malfunctions
Maintenance, tidiness and cleaning
Food & Beverage service
Complimentary service policy
