1703677 - Client View

Section	This Evaluation	Last Evaluation	+/-
Overall	90%	95%	-5%
Players Club	100%	89%	+11%
Slots	92%	99%	-7%
Tables	81%	92%	-11%
Cage Cashiers	96%	95%	+1%
Security	83%	100%	-17%
Gift Shop	100%	94%	+6%

Question

Score

Answer

Players Club 100% (26/26)

Date shop performed

4/16/2021

Time:

7:48 PM

Day:

Friday

Name on card issued to you:

Cindy St. Claire

Account number on card issued to you:

1456382

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, what can I help you with this evening?

2. Was your name used during interaction with staff?

Yes: 2/2

3. Were you provided with quick and efficient service (Once you reached the counter)?

Yes: 2/2

4. Was staff professional in appearance and manner?

Yes: 2/2

5. Did staff thank you, invite you back or offer a pleasant parting remark?

Yes: 2/2

...What was the departing remark?

Thank you, X. Have a great rest of your night.

6. Did the staff make eye contact?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Did the attendant address all of your needs and questions adequately?

Yes: 2/2

9. Did the attendant explain how to use your Player's Club card?

Yes: 2/2

10. Were the benefits of being a Player's Club card member explained?

Yes: 2/2

11. Did the attendant explain how many dollars it took to earn a point (Respond if new Club Member)?

Yes: 2/2

12. Was staff member wearing a clean and pressed uniform that was in good condition along with a nametag?

Yes: 2/2

13. Was the name tag clearly visible?

Yes: 2/2

Description of Player's Club Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Daniel	Male	51-60	5 ft 9 in	Gray

Player's Club Card Comments:: On Friday, April 16, 2021, at 7:48 PM, I arrived at the rewards club desk. After waiting in line for three minutes, it was my turn. I approached the desk and Daniel said, "Hi, what can I help you with this evening?" I indicated I wanted to get a player's card. He asked to see my ID and then started typing information into the computer. He noticed it was my birthday month and wished me, "Happy birthday." He informed me that during my birthday month, I could redeem $10 in free play. I asked how to do that, and he instructed me to visit one of the kiosks and redeem it to my card. He went over the details of how the player's card worked and how many points were needed for comps. He said points were earned on all table games, slots, and Bingo. He also informed me there was a promotion going on and that he was adding $15 of comp play to my account. He explained to use my card whenever I was gaming to make sure I was always earning points. He also mentioned there was a discount for the spa, restaurants, and other services at the hotel of 10 percent for showing my card. He asked if there was anything else he could help me with, and I said no. He thanked me for signing up and told me to enjoy the rest of my night. He used my name as part of the closing remark.

Slots 92% (48/52)

ADT Free Play Comp 100% (18/18)

Date evaluation performed:

4/16/2021

Time arrived at slot machine:

9:07 PM

Day of interaction:

Friday

Level of activity:

Empty

Slot number:

SF 6545 BT 89

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. How can I help you?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

Yes: 2/2

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Fred	Male	51-60	5 ft 10 in	Brown

Slot #1 Comments:: On Friday, April 16, 2021, at 9:07 PM, I arrived at the slot machine and inserted my player's club card. I put on the service light, and the attendant approached me in two minutes. Fred asked how he could help me, and I asked how I could redeem free play from my player's card onto the machine. He said he could help with that and directed me to insert my player's card into the machine and enter my PIN. He guided me through the screens and asked how many dollars I would like to transfer. He continued to monitor me going through the screens until the transfer was successful. He made small talk while the machine was processing the transaction. At the conclusion, he asked me if there was anything else I needed, and I responded no. He wished me good luck and then went along his way. He was friendly and maintained a smile throughout the interaction.

ADT Bonus Free Play 75% (12/16)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

12:49 AM

Day of interaction:

Saturday

Level of activity:

Empty

Slot number:

SF 6565 BT 98

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, can I help you? Your light is on.

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

No: 0/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

No: 0/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

03:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Jenny	Female	51-60	5 ft 4 in	Gray

Slot #2 Comments:: On Saturday, April 17, 2021, at 12:49 AM, I arrived in the slot machine area and sat down at a machine. I put in some cash and started to play. I illuminated the service light at 1:16 AM. The slot attendant arrived three minutes later. She gave me a friendly greeting and asked if I needed help, as my light was on. I said I would like a beverage and asked for a server. She said she would send one over right away. She wasn't wearing a name badge, so I introduced myself and asked for her name. She introduced herself and shook my hand. She didn't ask if there was anything else I needed before she left. She returned two minutes later with the beverage server I requested. She greeted me by name when she returned. Jenny was quick to resolve my query, all while being friendly. She wished me good luck, and she went along her way.

ADT Monthly Mailers 100% (18/18)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

8:58 AM

Day of interaction:

Saturday

Level of activity:

Moderately Busy

Slot number:

RM 345 KT 78

Denomination:

Quarter

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Do you need help with something, sir?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

Yes: 2/2

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Manny	Female	31-40	5 ft 8 in	Brown

Slot #3 Comments:: On Saturday, April 17, 2021, at 8:58 AM, I sat down at a slot machine and inserted my club card. I pressed the service light button at 9:07 AM and waited two minutes for an attendant to arrive. She smiled and said, "Do you need help with something, sir?" I indicated I would like to get some change and told her the denominations I wanted. She said this would be no problem, and she started working on my request right away. She was gone for one minute before returning with the correct change. She counted the money back to me to ensure accuracy. Her badge was flipped in the wrong direction, so I asked her name. She said she went by Manny and also asked for my name and said that it was nice to meet me. She told me to let her know if I needed anything else. She then smiled at me and wished me good luck as she walked away from the machine.

Tables 81% (84/104)

Hotel Room 94% (34/36)

Type of Table:

Roulette

Time arrived at table:

1:43 AM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 126

Length of time at table:

23:48

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. Would you like to play?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If Craps, did the stick person introduce the new dealer)

Yes: 2/2

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino and other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did the Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Cindy	Female	31-40	5 ft 4 in	Red

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Jerry	Male	51-60	6 ft 1 in	Gray

Dealer #1 Comments:: On Saturday, April 17, 2021, at 1:43 AM, I arrived at the Roulette table. The dealer, Cindy, smiled at me and asked if I would like to play. I said yes and put a $100 bill and my player's card on the table. Cindy called out the cash, and a floor supervisor, Jerry, came over, took my card, and did some data entry into the computer. He addressed me by name and wished me luck when he returned with my card. The dealer asked if I wanted to pick the color of my chips, and I said no. I also observed her make the same offer to other players when they joined the table. I asked what the denomination of the chips was, and she said $1, but I could have higher if I desired. I said the $1 chips were okay. She counted out my stacks of chips and pushed them over to me, then wished me good luck before the first spin. She made small talk with me and the other players in between the spins. Several times I observed her call out when other players were buying in for $100 or more. Partway through my time at the table, Chyn (male; black hair; 5'6" tall; 50 years old) relieved Cindy. Cindy gave a pleasant closing remark as she departed and wished us all good luck. The new dealer introduced himself briefly and then continued with the game. The game progressed at a good pace, even though there was heavy betting from multiple players. I appreciated that it kept moving and I didn't have to wait very long in between spins. When it was time for me to leave, I asked to get higher dollar chips to cash out. Chyn called out to the supervisor that I was doing this action. Jerry quickly counted the chips and pushed them over to my section of the table. I gave Chyn a small tip, which he thanked me for, and then I departed the table. He wished me a good night as I was leaving. No one spoke about other aspects of the casino while we played.

Dining Offer 94% (32/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

12:53 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 65

Length of time at table:

25:15

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Welcome. Do you want to buy-in?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Terry	Male	51-60	5 ft 11 in	Blond

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

Yes: 2/2

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

N/A: 0/0

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Ken	Male	51-60	5 ft 5 in	Gray

Dealer #2 Comments:: On Saturday, April 17, 2021, at 12:53 PM, I arrived at the Roulette table. There were a few other players at the table, but there were still available seats. I took one of them and Terry acknowledged me immediately. He welcomed me to the table and asked me if I wanted to buy in. I presented a $100 bill and my player's card. The dealer called out to the supervisor, Ken, who took my card and entered it into the computer. Terry pushed me my stacks of chips. Ken addressed me by name and wished me luck. I asked about a promo certificate for a table game that I was given at the player's card desk. The dealer quickly examined it and explained what bets could be made with it. The game progressed at a good pace with efficient chip handling in between the rounds, even though most of the time there was very heavy action. Large wins were called out to the supervisor as well as other buy-ins from other players. The dealer and supervisor were very friendly and were making conversation in between the rounds, but no one mentioned other aspects of the casino. The supervisor appeared to be very responsive to the table I was at, as well as the surrounding tables. After playing for 25 minutes, I announced I wanted to cash out. The dealer called the supervisor over and confirmed the count of the chips. The dealer wished me good luck as I left.

Hey Look At This 53% (18/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

9:14 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 16

Length of time at table:

15:00

Average wager:

$20

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

No: 0/2

...What was the greeting?

I wasn't greeted.

2. Was the Dealer greeting arriving players verbally and politely?

No: 0/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

No: 0/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

No: 0/2

5. During shuffles and action breaks, were dealers politely talking with players?

No: 0/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

No: 0/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

No: 0/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Lennie	Female	31-40	5 ft 6 in	Black

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Tom	Male	31-40	5 ft 9 in	Brown

Dealer #3 Comments:: On Saturday, April 17, 2021, at 9:14 PM, I arrived at the Roulette table. All available tables were packed with players. The dealer, Lennie, didn't greet or speak to me during the entire interaction. I placed my $100 bill and my player's card on the table, and Lennie called out to the supervisor. Tom picked up my card and promptly input some information into the computer. When he returned my card, he didn't say anything. No one addressed me by name. Lennie gave me my stack of chips with no conversation. She never wished me luck. I did not observe the dealer conversing with any other players except if someone was breaking a rule. She maintained her focus on the game and not on the players. She made no eye contact with anyone. I did not observe the dealer greet new players to the table or provide parting remarks to anyone leaving. When I got up to leave, she didn't acknowledge my departure.

Cage Cashiers 96% (46/48)

Cashier 1 100% (16/16)

Date of interaction:

4/16/2021

Day of interaction:

Friday

Time of interaction:

9:01 PM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. What can I do for you?

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Roxann	Female	51-60	5 ft 8 in	Red

Cashier 1 Comments:: On Friday, April 16, 2021, at 9:01 PM, I arrived at the cashier station. Roxann greeted me immediately as I approached the window with a smile as she stated, "Hi. What can I do for you?" I said I would like some change and indicated the denominations I wanted. She typed a few things into the computer and then presented me with the bills I desired. She was quick and efficient at processing the transaction. She counted the money in front of me, verbally. She then thanked me, wished me good luck, and smiled at me as I took the money and left the desk.

Cashier 2 88% (14/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

12:42 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, how may I help you?

2. How long did you wait in line to reach the cashier?

02:57

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

No: 0/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Samantha	Female	51-60	5 ft 4 in	Gray

Cashier 2 Comments:: On Saturday, April 17, 2021, at 12:42 AM, I entered the line for the cashier. There were a couple of people in front of me, but the line appeared to be moving quickly. When it was my turn Samantha said, "Hi, how may I help you?" I indicated I wanted change in specific denominations. She said no problem and took the bill and typed a few things into the computer. She then counted the bills I requested in front of me. She asked if I needed anything else, and I responded no. She wished me good luck for the rest of the night but didn't thank me or invite me back. She was friendly and smiled for the majority of the interaction.

Cashier 3 100% (16/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

8:51 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Good morning.

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Pete	Male	51-60	5 ft 10 in	Gray

Cashier 3 Comments:: On Saturday, April 17, 2021, at 8:51 AM, I arrived at the cashier desk. It was not very busy and I was greeted by a staff member immediately upon approaching the desk. Pete greeted me with a smile as he said, "Good morning." I said I wanted to cash in some chips. He smiled and said, "Of course." He did some quick typing into the computer and asked if I wanted any specific bills. I responded it did not matter. He counted my money back to me clearly and efficiently. His name badge was flipped around, so I asked his name, and he introduced himself and said, "Nice to meet you." He then thanked me and wished me good luck as a friendly parting remark.

Security 83% (10/12)

Date:

4/17/2021

Day:

Saturday

Time:

8:53 AM

Roving Officer

1. Did you encounter a Security Officer patrolling inside the Casino?

Yes

2. Security officer made eye contact and spoke in a polite manner?

Yes: 2/2

3. Were you provided with quick and efficient service?

Yes: 2/2

4. Did the Security Officer provide accurate directions to a destination if asked?

Yes: 2/2

5. Did the Officer offer you a pleasant parting remark?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Was the Security Officer's uniform clean and was a name tag clearly visible?

No: 0/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Henry	Male	51-60	6 ft 8 in	Gray

Security Comments: On Saturday, April 17, 2021, at 8:53 AM, I approached Henry as he was patrolling the inside of the casino. He made eye contact and greeted me with, "Hello. How are you this morning?" I asked for assistance in finding the restrooms, and he provided complete, detailed, step-by-step instructions on how to get to them. I thanked him, and he thanked me in return. He was professional in appearance and manner, but his name tag wasn't clearly visible.

Gift Shop 100% (22/22)

Name of Retail Shop:

Gift Boutique

Date of interaction:

4/17/2021

Time in:

1:21 PM

Time out:

1:34 PM

1. Signage: Visible and clean? Professional in appearance? No handwritten signs?

Yes: 2/2

2. Was the area clean and in general well maintained?

Yes: 2/2

3. Displays: Clean and free of dust; in good condition and attractive?

Yes: 2/2

4. Trash: Completely out of sight (including packing boxes)?

Yes: 2/2

5. Register Counter: Clean and tidy; properly repaired and maintained?

Yes: 2/2

Gift Shop Service:

1. Friendliness: Staff spoke clearly and was friendly during conversation? Polite phrases such as "Please", "Thank you" and "You're welcome" used?

Yes: 2/2

2. Retail attendant listened carefully to guest's request and asked questions to determine the guest's full and complete need?

Yes: 2/2

3. Retail attendant displayed good knowledge of the outlet's products?

Yes: 2/2

4. ID requested for all room charges?

N/A: 0/0

5. ID requested for all credit card purchases?

Yes: 2/2

6. Employees attired in a clean uniform with name tag visible?

Yes: 2/2

7. Did the employee ask if you had a Player's Club Card?

Yes: 2/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate	Deidre	Female	56-65	5 ft 8 in	Gray

Gift Shop Comments:: On Saturday, April 17, 2021, at 1:21 PM, we arrived at the gift shop. We browsed around the store for a few minutes and then decided to purchase a coffee mug. Deidre greeted us as soon as we approached the register. She had a pleasant demeanor and a smile. She asked if we found everything okay and if we needed anything else. I responded we were good. She asked for my player's club card and did some data entry into the computer. She announced the total and presented it to me on the credit card machine. I inserted my card for payment. After the card was approved, she asked me if I would like a receipt. She presented me with a receipt and said, "Thank you. I hope to see you all again if you need anything else." There was some light music playing at an appropriate volume. There were no odors present in the gift shop. Deidre was wearing a name badge, but it was on her belt and flipped the wrong direction, so it was difficult to read. She didn't use my name at all during the interaction even though she had access to it from my player's card.

Restroom 100% (22/22)

Was the restroom open?

Yes

Date:

4/17/2021

Day:

Saturday

Time:

12:28 PM

Which restroom did you visit?

Women's

Location of restroom:

Men's room near the quick-service restaurant

1. Floors are clean and free of excess water and debris?

Yes: 2/2

2. Sinks clean and not clogged?

Yes: 2/2

3. Hand soap, paper towels and Kleenex are well stocked?

Yes: 2/2

4. Mirrors and vanities are clean and free of debris?

Yes: 2/2

5. Commodes/Urinals clean, free of debris and spots? Seats not loose?

Yes: 2/2

6. Seat covers and toilet paper stocked in the stalls?

Yes: 2/2

7. Lighting fixtures are clean and bulbs are working?

Yes: 2/2

8. Walls, baseboards and ceilings are clean?

Yes: 2/2

9. Wet floor signs not present unless floor is wet or attendant is mopping?

Yes: 2/2

10. Trash receptacles not overflowing?

Yes: 2/2

11. Restroom free of odors?

Yes: 2/2

Restroom Comments:: On Saturday, April 17, 2021, at 12:28 PM, I visited the men's restroom facility immediately adjacent to the quick-service restaurant. The restroom appeared to be clean and well maintained. All of the countertops appeared to be clean and dry, and all soap and toilet paper that I observed appeared to be well-stocked. I did not observe any trash or other debris on the floor or any other location within the restroom. There were no offensive odors. It appeared to have a freshly cleaned smell to me. All fixtures that I observed were functional and appeared to be in good working order.

Question

Score

Answer

Players Club 100% (26/26)

Date shop performed

4/16/2021

Time:

7:48 PM

Day:

Friday

Name on card issued to you:

Cindy St. Claire

Account number on card issued to you:

1456382

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, what can I help you with this evening?

2. Was your name used during interaction with staff?

Yes: 2/2

3. Were you provided with quick and efficient service (Once you reached the counter)?

Yes: 2/2

4. Was staff professional in appearance and manner?

Yes: 2/2

5. Did staff thank you, invite you back or offer a pleasant parting remark?

Yes: 2/2

...What was the departing remark?

Thank you, X. Have a great rest of your night.

6. Did the staff make eye contact?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Did the attendant address all of your needs and questions adequately?

Yes: 2/2

9. Did the attendant explain how to use your Player's Club card?

Yes: 2/2

10. Were the benefits of being a Player's Club card member explained?

Yes: 2/2

11. Did the attendant explain how many dollars it took to earn a point (Respond if new Club Member)?

Yes: 2/2

12. Was staff member wearing a clean and pressed uniform that was in good condition along with a nametag?

Yes: 2/2

13. Was the name tag clearly visible?

Yes: 2/2

Description of Player's Club Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Daniel	Male	51-60	5 ft 9 in	Gray

Player's Club Card Comments:: On Friday, April 16, 2021, at 7:48 PM, I arrived at the rewards club desk. After waiting in line for three minutes, it was my turn. I approached the desk and Daniel said, "Hi, what can I help you with this evening?" I indicated I wanted to get a player's card. He asked to see my ID and then started typing information into the computer. He noticed it was my birthday month and wished me, "Happy birthday." He informed me that during my birthday month, I could redeem $10 in free play. I asked how to do that, and he instructed me to visit one of the kiosks and redeem it to my card. He went over the details of how the player's card worked and how many points were needed for comps. He said points were earned on all table games, slots, and Bingo. He also informed me there was a promotion going on and that he was adding $15 of comp play to my account. He explained to use my card whenever I was gaming to make sure I was always earning points. He also mentioned there was a discount for the spa, restaurants, and other services at the hotel of 10 percent for showing my card. He asked if there was anything else he could help me with, and I said no. He thanked me for signing up and told me to enjoy the rest of my night. He used my name as part of the closing remark.

Slots 92% (48/52)

ADT Free Play Comp 100% (18/18)

Date evaluation performed:

4/16/2021

Time arrived at slot machine:

9:07 PM

Day of interaction:

Friday

Level of activity:

Empty

Slot number:

SF 6545 BT 89

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. How can I help you?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

Yes: 2/2

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Fred	Male	51-60	5 ft 10 in	Brown

Slot #1 Comments:: On Friday, April 16, 2021, at 9:07 PM, I arrived at the slot machine and inserted my player's club card. I put on the service light, and the attendant approached me in two minutes. Fred asked how he could help me, and I asked how I could redeem free play from my player's card onto the machine. He said he could help with that and directed me to insert my player's card into the machine and enter my PIN. He guided me through the screens and asked how many dollars I would like to transfer. He continued to monitor me going through the screens until the transfer was successful. He made small talk while the machine was processing the transaction. At the conclusion, he asked me if there was anything else I needed, and I responded no. He wished me good luck and then went along his way. He was friendly and maintained a smile throughout the interaction.

ADT Bonus Free Play 75% (12/16)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

12:49 AM

Day of interaction:

Saturday

Level of activity:

Empty

Slot number:

SF 6565 BT 98

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, can I help you? Your light is on.

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

No: 0/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

No: 0/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

03:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Jenny	Female	51-60	5 ft 4 in	Gray

Slot #2 Comments:: On Saturday, April 17, 2021, at 12:49 AM, I arrived in the slot machine area and sat down at a machine. I put in some cash and started to play. I illuminated the service light at 1:16 AM. The slot attendant arrived three minutes later. She gave me a friendly greeting and asked if I needed help, as my light was on. I said I would like a beverage and asked for a server. She said she would send one over right away. She wasn't wearing a name badge, so I introduced myself and asked for her name. She introduced herself and shook my hand. She didn't ask if there was anything else I needed before she left. She returned two minutes later with the beverage server I requested. She greeted me by name when she returned. Jenny was quick to resolve my query, all while being friendly. She wished me good luck, and she went along her way.

ADT Monthly Mailers 100% (18/18)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

8:58 AM

Day of interaction:

Saturday

Level of activity:

Moderately Busy

Slot number:

RM 345 KT 78

Denomination:

Quarter

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Do you need help with something, sir?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

Yes: 2/2

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Manny	Female	31-40	5 ft 8 in	Brown

Slot #3 Comments:: On Saturday, April 17, 2021, at 8:58 AM, I sat down at a slot machine and inserted my club card. I pressed the service light button at 9:07 AM and waited two minutes for an attendant to arrive. She smiled and said, "Do you need help with something, sir?" I indicated I would like to get some change and told her the denominations I wanted. She said this would be no problem, and she started working on my request right away. She was gone for one minute before returning with the correct change. She counted the money back to me to ensure accuracy. Her badge was flipped in the wrong direction, so I asked her name. She said she went by Manny and also asked for my name and said that it was nice to meet me. She told me to let her know if I needed anything else. She then smiled at me and wished me good luck as she walked away from the machine.

Tables 81% (84/104)

Hotel Room 94% (34/36)

Type of Table:

Roulette

Time arrived at table:

1:43 AM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 126

Length of time at table:

23:48

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. Would you like to play?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If Craps, did the stick person introduce the new dealer)

Yes: 2/2

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino and other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did the Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Cindy	Female	31-40	5 ft 4 in	Red

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Jerry	Male	51-60	6 ft 1 in	Gray

Dealer #1 Comments:: On Saturday, April 17, 2021, at 1:43 AM, I arrived at the Roulette table. The dealer, Cindy, smiled at me and asked if I would like to play. I said yes and put a $100 bill and my player's card on the table. Cindy called out the cash, and a floor supervisor, Jerry, came over, took my card, and did some data entry into the computer. He addressed me by name and wished me luck when he returned with my card. The dealer asked if I wanted to pick the color of my chips, and I said no. I also observed her make the same offer to other players when they joined the table. I asked what the denomination of the chips was, and she said $1, but I could have higher if I desired. I said the $1 chips were okay. She counted out my stacks of chips and pushed them over to me, then wished me good luck before the first spin. She made small talk with me and the other players in between the spins. Several times I observed her call out when other players were buying in for $100 or more. Partway through my time at the table, Chyn (male; black hair; 5'6" tall; 50 years old) relieved Cindy. Cindy gave a pleasant closing remark as she departed and wished us all good luck. The new dealer introduced himself briefly and then continued with the game. The game progressed at a good pace, even though there was heavy betting from multiple players. I appreciated that it kept moving and I didn't have to wait very long in between spins. When it was time for me to leave, I asked to get higher dollar chips to cash out. Chyn called out to the supervisor that I was doing this action. Jerry quickly counted the chips and pushed them over to my section of the table. I gave Chyn a small tip, which he thanked me for, and then I departed the table. He wished me a good night as I was leaving. No one spoke about other aspects of the casino while we played.

Dining Offer 94% (32/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

12:53 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 65

Length of time at table:

25:15

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Welcome. Do you want to buy-in?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Terry	Male	51-60	5 ft 11 in	Blond

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

Yes: 2/2

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

N/A: 0/0

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Ken	Male	51-60	5 ft 5 in	Gray

Dealer #2 Comments:: On Saturday, April 17, 2021, at 12:53 PM, I arrived at the Roulette table. There were a few other players at the table, but there were still available seats. I took one of them and Terry acknowledged me immediately. He welcomed me to the table and asked me if I wanted to buy in. I presented a $100 bill and my player's card. The dealer called out to the supervisor, Ken, who took my card and entered it into the computer. Terry pushed me my stacks of chips. Ken addressed me by name and wished me luck. I asked about a promo certificate for a table game that I was given at the player's card desk. The dealer quickly examined it and explained what bets could be made with it. The game progressed at a good pace with efficient chip handling in between the rounds, even though most of the time there was very heavy action. Large wins were called out to the supervisor as well as other buy-ins from other players. The dealer and supervisor were very friendly and were making conversation in between the rounds, but no one mentioned other aspects of the casino. The supervisor appeared to be very responsive to the table I was at, as well as the surrounding tables. After playing for 25 minutes, I announced I wanted to cash out. The dealer called the supervisor over and confirmed the count of the chips. The dealer wished me good luck as I left.

Hey Look At This 53% (18/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

9:14 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 16

Length of time at table:

15:00

Average wager:

$20

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

No: 0/2

...What was the greeting?

I wasn't greeted.

2. Was the Dealer greeting arriving players verbally and politely?

No: 0/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

No: 0/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

No: 0/2

5. During shuffles and action breaks, were dealers politely talking with players?

No: 0/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

No: 0/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

No: 0/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Lennie	Female	31-40	5 ft 6 in	Black

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Tom	Male	31-40	5 ft 9 in	Brown

Dealer #3 Comments:: On Saturday, April 17, 2021, at 9:14 PM, I arrived at the Roulette table. All available tables were packed with players. The dealer, Lennie, didn't greet or speak to me during the entire interaction. I placed my $100 bill and my player's card on the table, and Lennie called out to the supervisor. Tom picked up my card and promptly input some information into the computer. When he returned my card, he didn't say anything. No one addressed me by name. Lennie gave me my stack of chips with no conversation. She never wished me luck. I did not observe the dealer conversing with any other players except if someone was breaking a rule. She maintained her focus on the game and not on the players. She made no eye contact with anyone. I did not observe the dealer greet new players to the table or provide parting remarks to anyone leaving. When I got up to leave, she didn't acknowledge my departure.

Cage Cashiers 96% (46/48)

Cashier 1 100% (16/16)

Date of interaction:

4/16/2021

Day of interaction:

Friday

Time of interaction:

9:01 PM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. What can I do for you?

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Roxann	Female	51-60	5 ft 8 in	Red

Cashier 1 Comments:: On Friday, April 16, 2021, at 9:01 PM, I arrived at the cashier station. Roxann greeted me immediately as I approached the window with a smile as she stated, "Hi. What can I do for you?" I said I would like some change and indicated the denominations I wanted. She typed a few things into the computer and then presented me with the bills I desired. She was quick and efficient at processing the transaction. She counted the money in front of me, verbally. She then thanked me, wished me good luck, and smiled at me as I took the money and left the desk.

Cashier 2 88% (14/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

12:42 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, how may I help you?

2. How long did you wait in line to reach the cashier?

02:57

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

No: 0/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Samantha	Female	51-60	5 ft 4 in	Gray

Cashier 2 Comments:: On Saturday, April 17, 2021, at 12:42 AM, I entered the line for the cashier. There were a couple of people in front of me, but the line appeared to be moving quickly. When it was my turn Samantha said, "Hi, how may I help you?" I indicated I wanted change in specific denominations. She said no problem and took the bill and typed a few things into the computer. She then counted the bills I requested in front of me. She asked if I needed anything else, and I responded no. She wished me good luck for the rest of the night but didn't thank me or invite me back. She was friendly and smiled for the majority of the interaction.

Cashier 3 100% (16/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

8:51 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Good morning.

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Pete	Male	51-60	5 ft 10 in	Gray

Cashier 3 Comments:: On Saturday, April 17, 2021, at 8:51 AM, I arrived at the cashier desk. It was not very busy and I was greeted by a staff member immediately upon approaching the desk. Pete greeted me with a smile as he said, "Good morning." I said I wanted to cash in some chips. He smiled and said, "Of course." He did some quick typing into the computer and asked if I wanted any specific bills. I responded it did not matter. He counted my money back to me clearly and efficiently. His name badge was flipped around, so I asked his name, and he introduced himself and said, "Nice to meet you." He then thanked me and wished me good luck as a friendly parting remark.

Security 83% (10/12)

Date:

4/17/2021

Day:

Saturday

Time:

8:53 AM

Roving Officer

1. Did you encounter a Security Officer patrolling inside the Casino?

Yes

2. Security officer made eye contact and spoke in a polite manner?

Yes: 2/2

3. Were you provided with quick and efficient service?

Yes: 2/2

4. Did the Security Officer provide accurate directions to a destination if asked?

Yes: 2/2

5. Did the Officer offer you a pleasant parting remark?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Was the Security Officer's uniform clean and was a name tag clearly visible?

No: 0/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Henry	Male	51-60	6 ft 8 in	Gray

Security Comments: On Saturday, April 17, 2021, at 8:53 AM, I approached Henry as he was patrolling the inside of the casino. He made eye contact and greeted me with, "Hello. How are you this morning?" I asked for assistance in finding the restrooms, and he provided complete, detailed, step-by-step instructions on how to get to them. I thanked him, and he thanked me in return. He was professional in appearance and manner, but his name tag wasn't clearly visible.

Gift Shop 100% (22/22)

Name of Retail Shop:

Gift Boutique

Date of interaction:

4/17/2021

Time in:

1:21 PM

Time out:

1:34 PM

1. Signage: Visible and clean? Professional in appearance? No handwritten signs?

Yes: 2/2

2. Was the area clean and in general well maintained?

Yes: 2/2

3. Displays: Clean and free of dust; in good condition and attractive?

Yes: 2/2

4. Trash: Completely out of sight (including packing boxes)?

Yes: 2/2

5. Register Counter: Clean and tidy; properly repaired and maintained?

Yes: 2/2

Gift Shop Service:

1. Friendliness: Staff spoke clearly and was friendly during conversation? Polite phrases such as "Please", "Thank you" and "You're welcome" used?

Yes: 2/2

2. Retail attendant listened carefully to guest's request and asked questions to determine the guest's full and complete need?

Yes: 2/2

3. Retail attendant displayed good knowledge of the outlet's products?

Yes: 2/2

4. ID requested for all room charges?

N/A: 0/0

5. ID requested for all credit card purchases?

Yes: 2/2

6. Employees attired in a clean uniform with name tag visible?

Yes: 2/2

7. Did the employee ask if you had a Player's Club Card?

Yes: 2/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate	Deidre	Female	56-65	5 ft 8 in	Gray

Gift Shop Comments:: On Saturday, April 17, 2021, at 1:21 PM, we arrived at the gift shop. We browsed around the store for a few minutes and then decided to purchase a coffee mug. Deidre greeted us as soon as we approached the register. She had a pleasant demeanor and a smile. She asked if we found everything okay and if we needed anything else. I responded we were good. She asked for my player's club card and did some data entry into the computer. She announced the total and presented it to me on the credit card machine. I inserted my card for payment. After the card was approved, she asked me if I would like a receipt. She presented me with a receipt and said, "Thank you. I hope to see you all again if you need anything else." There was some light music playing at an appropriate volume. There were no odors present in the gift shop. Deidre was wearing a name badge, but it was on her belt and flipped the wrong direction, so it was difficult to read. She didn't use my name at all during the interaction even though she had access to it from my player's card.

Restroom 100% (22/22)

Was the restroom open?

Yes

Date:

4/17/2021

Day:

Saturday

Time:

12:28 PM

Which restroom did you visit?

Women's

Location of restroom:

Men's room near the quick-service restaurant

1. Floors are clean and free of excess water and debris?

Yes: 2/2

2. Sinks clean and not clogged?

Yes: 2/2

3. Hand soap, paper towels and Kleenex are well stocked?

Yes: 2/2

4. Mirrors and vanities are clean and free of debris?

Yes: 2/2

5. Commodes/Urinals clean, free of debris and spots? Seats not loose?

Yes: 2/2

6. Seat covers and toilet paper stocked in the stalls?

Yes: 2/2

7. Lighting fixtures are clean and bulbs are working?

Yes: 2/2

8. Walls, baseboards and ceilings are clean?

Yes: 2/2

9. Wet floor signs not present unless floor is wet or attendant is mopping?

Yes: 2/2

10. Trash receptacles not overflowing?

Yes: 2/2

11. Restroom free of odors?

Yes: 2/2

Restroom Comments:: On Saturday, April 17, 2021, at 12:28 PM, I visited the men's restroom facility immediately adjacent to the quick-service restaurant. The restroom appeared to be clean and well maintained. All of the countertops appeared to be clean and dry, and all soap and toilet paper that I observed appeared to be well-stocked. I did not observe any trash or other debris on the floor or any other location within the restroom. There were no offensive odors. It appeared to have a freshly cleaned smell to me. All fixtures that I observed were functional and appeared to be in good working order.

Question

Score

Answer

Players Club 100% (26/26)

Date shop performed

4/16/2021

Time:

7:48 PM

Day:

Friday

Name on card issued to you:

Cindy St. Claire

Account number on card issued to you:

1456382

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, what can I help you with this evening?

2. Was your name used during interaction with staff?

Yes: 2/2

3. Were you provided with quick and efficient service (Once you reached the counter)?

Yes: 2/2

4. Was staff professional in appearance and manner?

Yes: 2/2

5. Did staff thank you, invite you back or offer a pleasant parting remark?

Yes: 2/2

...What was the departing remark?

Thank you, X. Have a great rest of your night.

6. Did the staff make eye contact?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Did the attendant address all of your needs and questions adequately?

Yes: 2/2

9. Did the attendant explain how to use your Player's Club card?

Yes: 2/2

10. Were the benefits of being a Player's Club card member explained?

Yes: 2/2

11. Did the attendant explain how many dollars it took to earn a point (Respond if new Club Member)?

Yes: 2/2

12. Was staff member wearing a clean and pressed uniform that was in good condition along with a nametag?

Yes: 2/2

13. Was the name tag clearly visible?

Yes: 2/2

Description of Player's Club Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Daniel	Male	51-60	5 ft 9 in	Gray

Player's Club Card Comments:: On Friday, April 16, 2021, at 7:48 PM, I arrived at the rewards club desk. After waiting in line for three minutes, it was my turn. I approached the desk and Daniel said, "Hi, what can I help you with this evening?" I indicated I wanted to get a player's card. He asked to see my ID and then started typing information into the computer. He noticed it was my birthday month and wished me, "Happy birthday." He informed me that during my birthday month, I could redeem $10 in free play. I asked how to do that, and he instructed me to visit one of the kiosks and redeem it to my card. He went over the details of how the player's card worked and how many points were needed for comps. He said points were earned on all table games, slots, and Bingo. He also informed me there was a promotion going on and that he was adding $15 of comp play to my account. He explained to use my card whenever I was gaming to make sure I was always earning points. He also mentioned there was a discount for the spa, restaurants, and other services at the hotel of 10 percent for showing my card. He asked if there was anything else he could help me with, and I said no. He thanked me for signing up and told me to enjoy the rest of my night. He used my name as part of the closing remark.

Slots 92% (48/52)

ADT Free Play Comp 100% (18/18)

Date evaluation performed:

4/16/2021

Time arrived at slot machine:

9:07 PM

Day of interaction:

Friday

Level of activity:

Empty

Slot number:

SF 6545 BT 89

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. How can I help you?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

Yes: 2/2

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Fred	Male	51-60	5 ft 10 in	Brown

Slot #1 Comments:: On Friday, April 16, 2021, at 9:07 PM, I arrived at the slot machine and inserted my player's club card. I put on the service light, and the attendant approached me in two minutes. Fred asked how he could help me, and I asked how I could redeem free play from my player's card onto the machine. He said he could help with that and directed me to insert my player's card into the machine and enter my PIN. He guided me through the screens and asked how many dollars I would like to transfer. He continued to monitor me going through the screens until the transfer was successful. He made small talk while the machine was processing the transaction. At the conclusion, he asked me if there was anything else I needed, and I responded no. He wished me good luck and then went along his way. He was friendly and maintained a smile throughout the interaction.

ADT Bonus Free Play 75% (12/16)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

12:49 AM

Day of interaction:

Saturday

Level of activity:

Empty

Slot number:

SF 6565 BT 98

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, can I help you? Your light is on.

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

No: 0/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

No: 0/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

03:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Jenny	Female	51-60	5 ft 4 in	Gray

Slot #2 Comments:: On Saturday, April 17, 2021, at 12:49 AM, I arrived in the slot machine area and sat down at a machine. I put in some cash and started to play. I illuminated the service light at 1:16 AM. The slot attendant arrived three minutes later. She gave me a friendly greeting and asked if I needed help, as my light was on. I said I would like a beverage and asked for a server. She said she would send one over right away. She wasn't wearing a name badge, so I introduced myself and asked for her name. She introduced herself and shook my hand. She didn't ask if there was anything else I needed before she left. She returned two minutes later with the beverage server I requested. She greeted me by name when she returned. Jenny was quick to resolve my query, all while being friendly. She wished me good luck, and she went along her way.

ADT Monthly Mailers 100% (18/18)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

8:58 AM

Day of interaction:

Saturday

Level of activity:

Moderately Busy

Slot number:

RM 345 KT 78

Denomination:

Quarter

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Do you need help with something, sir?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

Yes: 2/2

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Manny	Female	31-40	5 ft 8 in	Brown

Slot #3 Comments:: On Saturday, April 17, 2021, at 8:58 AM, I sat down at a slot machine and inserted my club card. I pressed the service light button at 9:07 AM and waited two minutes for an attendant to arrive. She smiled and said, "Do you need help with something, sir?" I indicated I would like to get some change and told her the denominations I wanted. She said this would be no problem, and she started working on my request right away. She was gone for one minute before returning with the correct change. She counted the money back to me to ensure accuracy. Her badge was flipped in the wrong direction, so I asked her name. She said she went by Manny and also asked for my name and said that it was nice to meet me. She told me to let her know if I needed anything else. She then smiled at me and wished me good luck as she walked away from the machine.

Tables 81% (84/104)

Hotel Room 94% (34/36)

Type of Table:

Roulette

Time arrived at table:

1:43 AM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 126

Length of time at table:

23:48

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. Would you like to play?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If Craps, did the stick person introduce the new dealer)

Yes: 2/2

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino and other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did the Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Cindy	Female	31-40	5 ft 4 in	Red

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Jerry	Male	51-60	6 ft 1 in	Gray

Dealer #1 Comments:: On Saturday, April 17, 2021, at 1:43 AM, I arrived at the Roulette table. The dealer, Cindy, smiled at me and asked if I would like to play. I said yes and put a $100 bill and my player's card on the table. Cindy called out the cash, and a floor supervisor, Jerry, came over, took my card, and did some data entry into the computer. He addressed me by name and wished me luck when he returned with my card. The dealer asked if I wanted to pick the color of my chips, and I said no. I also observed her make the same offer to other players when they joined the table. I asked what the denomination of the chips was, and she said $1, but I could have higher if I desired. I said the $1 chips were okay. She counted out my stacks of chips and pushed them over to me, then wished me good luck before the first spin. She made small talk with me and the other players in between the spins. Several times I observed her call out when other players were buying in for $100 or more. Partway through my time at the table, Chyn (male; black hair; 5'6" tall; 50 years old) relieved Cindy. Cindy gave a pleasant closing remark as she departed and wished us all good luck. The new dealer introduced himself briefly and then continued with the game. The game progressed at a good pace, even though there was heavy betting from multiple players. I appreciated that it kept moving and I didn't have to wait very long in between spins. When it was time for me to leave, I asked to get higher dollar chips to cash out. Chyn called out to the supervisor that I was doing this action. Jerry quickly counted the chips and pushed them over to my section of the table. I gave Chyn a small tip, which he thanked me for, and then I departed the table. He wished me a good night as I was leaving. No one spoke about other aspects of the casino while we played.

Dining Offer 94% (32/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

12:53 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 65

Length of time at table:

25:15

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Welcome. Do you want to buy-in?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Terry	Male	51-60	5 ft 11 in	Blond

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

Yes: 2/2

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

N/A: 0/0

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Ken	Male	51-60	5 ft 5 in	Gray

Dealer #2 Comments:: On Saturday, April 17, 2021, at 12:53 PM, I arrived at the Roulette table. There were a few other players at the table, but there were still available seats. I took one of them and Terry acknowledged me immediately. He welcomed me to the table and asked me if I wanted to buy in. I presented a $100 bill and my player's card. The dealer called out to the supervisor, Ken, who took my card and entered it into the computer. Terry pushed me my stacks of chips. Ken addressed me by name and wished me luck. I asked about a promo certificate for a table game that I was given at the player's card desk. The dealer quickly examined it and explained what bets could be made with it. The game progressed at a good pace with efficient chip handling in between the rounds, even though most of the time there was very heavy action. Large wins were called out to the supervisor as well as other buy-ins from other players. The dealer and supervisor were very friendly and were making conversation in between the rounds, but no one mentioned other aspects of the casino. The supervisor appeared to be very responsive to the table I was at, as well as the surrounding tables. After playing for 25 minutes, I announced I wanted to cash out. The dealer called the supervisor over and confirmed the count of the chips. The dealer wished me good luck as I left.

Hey Look At This 53% (18/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

9:14 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 16

Length of time at table:

15:00

Average wager:

$20

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

No: 0/2

...What was the greeting?

I wasn't greeted.

2. Was the Dealer greeting arriving players verbally and politely?

No: 0/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

No: 0/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

No: 0/2

5. During shuffles and action breaks, were dealers politely talking with players?

No: 0/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

No: 0/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

No: 0/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Lennie	Female	31-40	5 ft 6 in	Black

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Tom	Male	31-40	5 ft 9 in	Brown

Dealer #3 Comments:: On Saturday, April 17, 2021, at 9:14 PM, I arrived at the Roulette table. All available tables were packed with players. The dealer, Lennie, didn't greet or speak to me during the entire interaction. I placed my $100 bill and my player's card on the table, and Lennie called out to the supervisor. Tom picked up my card and promptly input some information into the computer. When he returned my card, he didn't say anything. No one addressed me by name. Lennie gave me my stack of chips with no conversation. She never wished me luck. I did not observe the dealer conversing with any other players except if someone was breaking a rule. She maintained her focus on the game and not on the players. She made no eye contact with anyone. I did not observe the dealer greet new players to the table or provide parting remarks to anyone leaving. When I got up to leave, she didn't acknowledge my departure.

Cage Cashiers 96% (46/48)

Cashier 1 100% (16/16)

Date of interaction:

4/16/2021

Day of interaction:

Friday

Time of interaction:

9:01 PM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. What can I do for you?

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Roxann	Female	51-60	5 ft 8 in	Red

Cashier 1 Comments:: On Friday, April 16, 2021, at 9:01 PM, I arrived at the cashier station. Roxann greeted me immediately as I approached the window with a smile as she stated, "Hi. What can I do for you?" I said I would like some change and indicated the denominations I wanted. She typed a few things into the computer and then presented me with the bills I desired. She was quick and efficient at processing the transaction. She counted the money in front of me, verbally. She then thanked me, wished me good luck, and smiled at me as I took the money and left the desk.

Cashier 2 88% (14/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

12:42 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, how may I help you?

2. How long did you wait in line to reach the cashier?

02:57

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

No: 0/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Samantha	Female	51-60	5 ft 4 in	Gray

Cashier 2 Comments:: On Saturday, April 17, 2021, at 12:42 AM, I entered the line for the cashier. There were a couple of people in front of me, but the line appeared to be moving quickly. When it was my turn Samantha said, "Hi, how may I help you?" I indicated I wanted change in specific denominations. She said no problem and took the bill and typed a few things into the computer. She then counted the bills I requested in front of me. She asked if I needed anything else, and I responded no. She wished me good luck for the rest of the night but didn't thank me or invite me back. She was friendly and smiled for the majority of the interaction.

Cashier 3 100% (16/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

8:51 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Good morning.

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Pete	Male	51-60	5 ft 10 in	Gray

Cashier 3 Comments:: On Saturday, April 17, 2021, at 8:51 AM, I arrived at the cashier desk. It was not very busy and I was greeted by a staff member immediately upon approaching the desk. Pete greeted me with a smile as he said, "Good morning." I said I wanted to cash in some chips. He smiled and said, "Of course." He did some quick typing into the computer and asked if I wanted any specific bills. I responded it did not matter. He counted my money back to me clearly and efficiently. His name badge was flipped around, so I asked his name, and he introduced himself and said, "Nice to meet you." He then thanked me and wished me good luck as a friendly parting remark.

Security 83% (10/12)

Date:

4/17/2021

Day:

Saturday

Time:

8:53 AM

Roving Officer

1. Did you encounter a Security Officer patrolling inside the Casino?

Yes

2. Security officer made eye contact and spoke in a polite manner?

Yes: 2/2

3. Were you provided with quick and efficient service?

Yes: 2/2

4. Did the Security Officer provide accurate directions to a destination if asked?

Yes: 2/2

5. Did the Officer offer you a pleasant parting remark?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Was the Security Officer's uniform clean and was a name tag clearly visible?

No: 0/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Henry	Male	51-60	6 ft 8 in	Gray

Security Comments: On Saturday, April 17, 2021, at 8:53 AM, I approached Henry as he was patrolling the inside of the casino. He made eye contact and greeted me with, "Hello. How are you this morning?" I asked for assistance in finding the restrooms, and he provided complete, detailed, step-by-step instructions on how to get to them. I thanked him, and he thanked me in return. He was professional in appearance and manner, but his name tag wasn't clearly visible.

Gift Shop 100% (22/22)

Name of Retail Shop:

Gift Boutique

Date of interaction:

4/17/2021

Time in:

1:21 PM

Time out:

1:34 PM

1. Signage: Visible and clean? Professional in appearance? No handwritten signs?

Yes: 2/2

2. Was the area clean and in general well maintained?

Yes: 2/2

3. Displays: Clean and free of dust; in good condition and attractive?

Yes: 2/2

4. Trash: Completely out of sight (including packing boxes)?

Yes: 2/2

5. Register Counter: Clean and tidy; properly repaired and maintained?

Yes: 2/2

Gift Shop Service:

1. Friendliness: Staff spoke clearly and was friendly during conversation? Polite phrases such as "Please", "Thank you" and "You're welcome" used?

Yes: 2/2

2. Retail attendant listened carefully to guest's request and asked questions to determine the guest's full and complete need?

Yes: 2/2

3. Retail attendant displayed good knowledge of the outlet's products?

Yes: 2/2

4. ID requested for all room charges?

N/A: 0/0

5. ID requested for all credit card purchases?

Yes: 2/2

6. Employees attired in a clean uniform with name tag visible?

Yes: 2/2

7. Did the employee ask if you had a Player's Club Card?

Yes: 2/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate	Deidre	Female	56-65	5 ft 8 in	Gray

Gift Shop Comments:: On Saturday, April 17, 2021, at 1:21 PM, we arrived at the gift shop. We browsed around the store for a few minutes and then decided to purchase a coffee mug. Deidre greeted us as soon as we approached the register. She had a pleasant demeanor and a smile. She asked if we found everything okay and if we needed anything else. I responded we were good. She asked for my player's club card and did some data entry into the computer. She announced the total and presented it to me on the credit card machine. I inserted my card for payment. After the card was approved, she asked me if I would like a receipt. She presented me with a receipt and said, "Thank you. I hope to see you all again if you need anything else." There was some light music playing at an appropriate volume. There were no odors present in the gift shop. Deidre was wearing a name badge, but it was on her belt and flipped the wrong direction, so it was difficult to read. She didn't use my name at all during the interaction even though she had access to it from my player's card.

Restroom 100% (22/22)

Was the restroom open?

Yes

Date:

4/17/2021

Day:

Saturday

Time:

12:28 PM

Which restroom did you visit?

Women's

Location of restroom:

Men's room near the quick-service restaurant

1. Floors are clean and free of excess water and debris?

Yes: 2/2

2. Sinks clean and not clogged?

Yes: 2/2

3. Hand soap, paper towels and Kleenex are well stocked?

Yes: 2/2

4. Mirrors and vanities are clean and free of debris?

Yes: 2/2

5. Commodes/Urinals clean, free of debris and spots? Seats not loose?

Yes: 2/2

6. Seat covers and toilet paper stocked in the stalls?

Yes: 2/2

7. Lighting fixtures are clean and bulbs are working?

Yes: 2/2

8. Walls, baseboards and ceilings are clean?

Yes: 2/2

9. Wet floor signs not present unless floor is wet or attendant is mopping?

Yes: 2/2

10. Trash receptacles not overflowing?

Yes: 2/2

11. Restroom free of odors?

Yes: 2/2

Restroom Comments:: On Saturday, April 17, 2021, at 12:28 PM, I visited the men's restroom facility immediately adjacent to the quick-service restaurant. The restroom appeared to be clean and well maintained. All of the countertops appeared to be clean and dry, and all soap and toilet paper that I observed appeared to be well-stocked. I did not observe any trash or other debris on the floor or any other location within the restroom. There were no offensive odors. It appeared to have a freshly cleaned smell to me. All fixtures that I observed were functional and appeared to be in good working order.

Question

Score

Answer

Players Club 100% (26/26)

Date shop performed

4/16/2021

Time:

7:48 PM

Day:

Friday

Name on card issued to you:

Cindy St. Claire

Account number on card issued to you:

1456382

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, what can I help you with this evening?

2. Was your name used during interaction with staff?

Yes: 2/2

3. Were you provided with quick and efficient service (Once you reached the counter)?

Yes: 2/2

4. Was staff professional in appearance and manner?

Yes: 2/2

5. Did staff thank you, invite you back or offer a pleasant parting remark?

Yes: 2/2

...What was the departing remark?

Thank you, X. Have a great rest of your night.

6. Did the staff make eye contact?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Did the attendant address all of your needs and questions adequately?

Yes: 2/2

9. Did the attendant explain how to use your Player's Club card?

Yes: 2/2

10. Were the benefits of being a Player's Club card member explained?

Yes: 2/2

11. Did the attendant explain how many dollars it took to earn a point (Respond if new Club Member)?

Yes: 2/2

12. Was staff member wearing a clean and pressed uniform that was in good condition along with a nametag?

Yes: 2/2

13. Was the name tag clearly visible?

Yes: 2/2

Description of Player's Club Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Daniel	Male	51-60	5 ft 9 in	Gray

Player's Club Card Comments:: On Friday, April 16, 2021, at 7:48 PM, I arrived at the rewards club desk. After waiting in line for three minutes, it was my turn. I approached the desk and Daniel said, "Hi, what can I help you with this evening?" I indicated I wanted to get a player's card. He asked to see my ID and then started typing information into the computer. He noticed it was my birthday month and wished me, "Happy birthday." He informed me that during my birthday month, I could redeem $10 in free play. I asked how to do that, and he instructed me to visit one of the kiosks and redeem it to my card. He went over the details of how the player's card worked and how many points were needed for comps. He said points were earned on all table games, slots, and Bingo. He also informed me there was a promotion going on and that he was adding $15 of comp play to my account. He explained to use my card whenever I was gaming to make sure I was always earning points. He also mentioned there was a discount for the spa, restaurants, and other services at the hotel of 10 percent for showing my card. He asked if there was anything else he could help me with, and I said no. He thanked me for signing up and told me to enjoy the rest of my night. He used my name as part of the closing remark.

Slots 92% (48/52)

ADT Free Play Comp 100% (18/18)

Date evaluation performed:

4/16/2021

Time arrived at slot machine:

9:07 PM

Day of interaction:

Friday

Level of activity:

Empty

Slot number:

SF 6545 BT 89

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. How can I help you?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

Yes: 2/2

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Fred	Male	51-60	5 ft 10 in	Brown

Slot #1 Comments:: On Friday, April 16, 2021, at 9:07 PM, I arrived at the slot machine and inserted my player's club card. I put on the service light, and the attendant approached me in two minutes. Fred asked how he could help me, and I asked how I could redeem free play from my player's card onto the machine. He said he could help with that and directed me to insert my player's card into the machine and enter my PIN. He guided me through the screens and asked how many dollars I would like to transfer. He continued to monitor me going through the screens until the transfer was successful. He made small talk while the machine was processing the transaction. At the conclusion, he asked me if there was anything else I needed, and I responded no. He wished me good luck and then went along his way. He was friendly and maintained a smile throughout the interaction.

ADT Bonus Free Play 75% (12/16)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

12:49 AM

Day of interaction:

Saturday

Level of activity:

Empty

Slot number:

SF 6565 BT 98

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, can I help you? Your light is on.

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

No: 0/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

No: 0/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

03:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Jenny	Female	51-60	5 ft 4 in	Gray

Slot #2 Comments:: On Saturday, April 17, 2021, at 12:49 AM, I arrived in the slot machine area and sat down at a machine. I put in some cash and started to play. I illuminated the service light at 1:16 AM. The slot attendant arrived three minutes later. She gave me a friendly greeting and asked if I needed help, as my light was on. I said I would like a beverage and asked for a server. She said she would send one over right away. She wasn't wearing a name badge, so I introduced myself and asked for her name. She introduced herself and shook my hand. She didn't ask if there was anything else I needed before she left. She returned two minutes later with the beverage server I requested. She greeted me by name when she returned. Jenny was quick to resolve my query, all while being friendly. She wished me good luck, and she went along her way.

ADT Monthly Mailers 100% (18/18)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

8:58 AM

Day of interaction:

Saturday

Level of activity:

Moderately Busy

Slot number:

RM 345 KT 78

Denomination:

Quarter

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Do you need help with something, sir?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

Yes: 2/2

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Manny	Female	31-40	5 ft 8 in	Brown

Slot #3 Comments:: On Saturday, April 17, 2021, at 8:58 AM, I sat down at a slot machine and inserted my club card. I pressed the service light button at 9:07 AM and waited two minutes for an attendant to arrive. She smiled and said, "Do you need help with something, sir?" I indicated I would like to get some change and told her the denominations I wanted. She said this would be no problem, and she started working on my request right away. She was gone for one minute before returning with the correct change. She counted the money back to me to ensure accuracy. Her badge was flipped in the wrong direction, so I asked her name. She said she went by Manny and also asked for my name and said that it was nice to meet me. She told me to let her know if I needed anything else. She then smiled at me and wished me good luck as she walked away from the machine.

Tables 81% (84/104)

Hotel Room 94% (34/36)

Type of Table:

Roulette

Time arrived at table:

1:43 AM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 126

Length of time at table:

23:48

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. Would you like to play?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If Craps, did the stick person introduce the new dealer)

Yes: 2/2

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino and other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did the Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Cindy	Female	31-40	5 ft 4 in	Red

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Jerry	Male	51-60	6 ft 1 in	Gray

Dealer #1 Comments:: On Saturday, April 17, 2021, at 1:43 AM, I arrived at the Roulette table. The dealer, Cindy, smiled at me and asked if I would like to play. I said yes and put a $100 bill and my player's card on the table. Cindy called out the cash, and a floor supervisor, Jerry, came over, took my card, and did some data entry into the computer. He addressed me by name and wished me luck when he returned with my card. The dealer asked if I wanted to pick the color of my chips, and I said no. I also observed her make the same offer to other players when they joined the table. I asked what the denomination of the chips was, and she said $1, but I could have higher if I desired. I said the $1 chips were okay. She counted out my stacks of chips and pushed them over to me, then wished me good luck before the first spin. She made small talk with me and the other players in between the spins. Several times I observed her call out when other players were buying in for $100 or more. Partway through my time at the table, Chyn (male; black hair; 5'6" tall; 50 years old) relieved Cindy. Cindy gave a pleasant closing remark as she departed and wished us all good luck. The new dealer introduced himself briefly and then continued with the game. The game progressed at a good pace, even though there was heavy betting from multiple players. I appreciated that it kept moving and I didn't have to wait very long in between spins. When it was time for me to leave, I asked to get higher dollar chips to cash out. Chyn called out to the supervisor that I was doing this action. Jerry quickly counted the chips and pushed them over to my section of the table. I gave Chyn a small tip, which he thanked me for, and then I departed the table. He wished me a good night as I was leaving. No one spoke about other aspects of the casino while we played.

Dining Offer 94% (32/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

12:53 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 65

Length of time at table:

25:15

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Welcome. Do you want to buy-in?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Terry	Male	51-60	5 ft 11 in	Blond

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

Yes: 2/2

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

N/A: 0/0

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Ken	Male	51-60	5 ft 5 in	Gray

Dealer #2 Comments:: On Saturday, April 17, 2021, at 12:53 PM, I arrived at the Roulette table. There were a few other players at the table, but there were still available seats. I took one of them and Terry acknowledged me immediately. He welcomed me to the table and asked me if I wanted to buy in. I presented a $100 bill and my player's card. The dealer called out to the supervisor, Ken, who took my card and entered it into the computer. Terry pushed me my stacks of chips. Ken addressed me by name and wished me luck. I asked about a promo certificate for a table game that I was given at the player's card desk. The dealer quickly examined it and explained what bets could be made with it. The game progressed at a good pace with efficient chip handling in between the rounds, even though most of the time there was very heavy action. Large wins were called out to the supervisor as well as other buy-ins from other players. The dealer and supervisor were very friendly and were making conversation in between the rounds, but no one mentioned other aspects of the casino. The supervisor appeared to be very responsive to the table I was at, as well as the surrounding tables. After playing for 25 minutes, I announced I wanted to cash out. The dealer called the supervisor over and confirmed the count of the chips. The dealer wished me good luck as I left.

Hey Look At This 53% (18/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

9:14 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 16

Length of time at table:

15:00

Average wager:

$20

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

No: 0/2

...What was the greeting?

I wasn't greeted.

2. Was the Dealer greeting arriving players verbally and politely?

No: 0/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

No: 0/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

No: 0/2

5. During shuffles and action breaks, were dealers politely talking with players?

No: 0/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

No: 0/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

No: 0/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Lennie	Female	31-40	5 ft 6 in	Black

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Tom	Male	31-40	5 ft 9 in	Brown

Dealer #3 Comments:: On Saturday, April 17, 2021, at 9:14 PM, I arrived at the Roulette table. All available tables were packed with players. The dealer, Lennie, didn't greet or speak to me during the entire interaction. I placed my $100 bill and my player's card on the table, and Lennie called out to the supervisor. Tom picked up my card and promptly input some information into the computer. When he returned my card, he didn't say anything. No one addressed me by name. Lennie gave me my stack of chips with no conversation. She never wished me luck. I did not observe the dealer conversing with any other players except if someone was breaking a rule. She maintained her focus on the game and not on the players. She made no eye contact with anyone. I did not observe the dealer greet new players to the table or provide parting remarks to anyone leaving. When I got up to leave, she didn't acknowledge my departure.

Cage Cashiers 96% (46/48)

Cashier 1 100% (16/16)

Date of interaction:

4/16/2021

Day of interaction:

Friday

Time of interaction:

9:01 PM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. What can I do for you?

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Roxann	Female	51-60	5 ft 8 in	Red

Cashier 1 Comments:: On Friday, April 16, 2021, at 9:01 PM, I arrived at the cashier station. Roxann greeted me immediately as I approached the window with a smile as she stated, "Hi. What can I do for you?" I said I would like some change and indicated the denominations I wanted. She typed a few things into the computer and then presented me with the bills I desired. She was quick and efficient at processing the transaction. She counted the money in front of me, verbally. She then thanked me, wished me good luck, and smiled at me as I took the money and left the desk.

Cashier 2 88% (14/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

12:42 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, how may I help you?

2. How long did you wait in line to reach the cashier?

02:57

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

No: 0/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Samantha	Female	51-60	5 ft 4 in	Gray

Cashier 2 Comments:: On Saturday, April 17, 2021, at 12:42 AM, I entered the line for the cashier. There were a couple of people in front of me, but the line appeared to be moving quickly. When it was my turn Samantha said, "Hi, how may I help you?" I indicated I wanted change in specific denominations. She said no problem and took the bill and typed a few things into the computer. She then counted the bills I requested in front of me. She asked if I needed anything else, and I responded no. She wished me good luck for the rest of the night but didn't thank me or invite me back. She was friendly and smiled for the majority of the interaction.

Cashier 3 100% (16/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

8:51 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Good morning.

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Pete	Male	51-60	5 ft 10 in	Gray

Cashier 3 Comments:: On Saturday, April 17, 2021, at 8:51 AM, I arrived at the cashier desk. It was not very busy and I was greeted by a staff member immediately upon approaching the desk. Pete greeted me with a smile as he said, "Good morning." I said I wanted to cash in some chips. He smiled and said, "Of course." He did some quick typing into the computer and asked if I wanted any specific bills. I responded it did not matter. He counted my money back to me clearly and efficiently. His name badge was flipped around, so I asked his name, and he introduced himself and said, "Nice to meet you." He then thanked me and wished me good luck as a friendly parting remark.

Security 83% (10/12)

Date:

4/17/2021

Day:

Saturday

Time:

8:53 AM

Roving Officer

1. Did you encounter a Security Officer patrolling inside the Casino?

Yes

2. Security officer made eye contact and spoke in a polite manner?

Yes: 2/2

3. Were you provided with quick and efficient service?

Yes: 2/2

4. Did the Security Officer provide accurate directions to a destination if asked?

Yes: 2/2

5. Did the Officer offer you a pleasant parting remark?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Was the Security Officer's uniform clean and was a name tag clearly visible?

No: 0/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Henry	Male	51-60	6 ft 8 in	Gray

Security Comments: On Saturday, April 17, 2021, at 8:53 AM, I approached Henry as he was patrolling the inside of the casino. He made eye contact and greeted me with, "Hello. How are you this morning?" I asked for assistance in finding the restrooms, and he provided complete, detailed, step-by-step instructions on how to get to them. I thanked him, and he thanked me in return. He was professional in appearance and manner, but his name tag wasn't clearly visible.

Gift Shop 100% (22/22)

Name of Retail Shop:

Gift Boutique

Date of interaction:

4/17/2021

Time in:

1:21 PM

Time out:

1:34 PM

1. Signage: Visible and clean? Professional in appearance? No handwritten signs?

Yes: 2/2

2. Was the area clean and in general well maintained?

Yes: 2/2

3. Displays: Clean and free of dust; in good condition and attractive?

Yes: 2/2

4. Trash: Completely out of sight (including packing boxes)?

Yes: 2/2

5. Register Counter: Clean and tidy; properly repaired and maintained?

Yes: 2/2

Gift Shop Service:

1. Friendliness: Staff spoke clearly and was friendly during conversation? Polite phrases such as "Please", "Thank you" and "You're welcome" used?

Yes: 2/2

2. Retail attendant listened carefully to guest's request and asked questions to determine the guest's full and complete need?

Yes: 2/2

3. Retail attendant displayed good knowledge of the outlet's products?

Yes: 2/2

4. ID requested for all room charges?

N/A: 0/0

5. ID requested for all credit card purchases?

Yes: 2/2

6. Employees attired in a clean uniform with name tag visible?

Yes: 2/2

7. Did the employee ask if you had a Player's Club Card?

Yes: 2/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate	Deidre	Female	56-65	5 ft 8 in	Gray

Gift Shop Comments:: On Saturday, April 17, 2021, at 1:21 PM, we arrived at the gift shop. We browsed around the store for a few minutes and then decided to purchase a coffee mug. Deidre greeted us as soon as we approached the register. She had a pleasant demeanor and a smile. She asked if we found everything okay and if we needed anything else. I responded we were good. She asked for my player's club card and did some data entry into the computer. She announced the total and presented it to me on the credit card machine. I inserted my card for payment. After the card was approved, she asked me if I would like a receipt. She presented me with a receipt and said, "Thank you. I hope to see you all again if you need anything else." There was some light music playing at an appropriate volume. There were no odors present in the gift shop. Deidre was wearing a name badge, but it was on her belt and flipped the wrong direction, so it was difficult to read. She didn't use my name at all during the interaction even though she had access to it from my player's card.

Restroom 100% (22/22)

Was the restroom open?

Yes

Date:

4/17/2021

Day:

Saturday

Time:

12:28 PM

Which restroom did you visit?

Women's

Location of restroom:

Men's room near the quick-service restaurant

1. Floors are clean and free of excess water and debris?

Yes: 2/2

2. Sinks clean and not clogged?

Yes: 2/2

3. Hand soap, paper towels and Kleenex are well stocked?

Yes: 2/2

4. Mirrors and vanities are clean and free of debris?

Yes: 2/2

5. Commodes/Urinals clean, free of debris and spots? Seats not loose?

Yes: 2/2

6. Seat covers and toilet paper stocked in the stalls?

Yes: 2/2

7. Lighting fixtures are clean and bulbs are working?

Yes: 2/2

8. Walls, baseboards and ceilings are clean?

Yes: 2/2

9. Wet floor signs not present unless floor is wet or attendant is mopping?

Yes: 2/2

10. Trash receptacles not overflowing?

Yes: 2/2

11. Restroom free of odors?

Yes: 2/2

Restroom Comments:: On Saturday, April 17, 2021, at 12:28 PM, I visited the men's restroom facility immediately adjacent to the quick-service restaurant. The restroom appeared to be clean and well maintained. All of the countertops appeared to be clean and dry, and all soap and toilet paper that I observed appeared to be well-stocked. I did not observe any trash or other debris on the floor or any other location within the restroom. There were no offensive odors. It appeared to have a freshly cleaned smell to me. All fixtures that I observed were functional and appeared to be in good working order.

Question

Score

Answer

Players Club 100% (26/26)

Date shop performed

4/16/2021

Time:

7:48 PM

Day:

Friday

Name on card issued to you:

Cindy St. Claire

Account number on card issued to you:

1456382

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, what can I help you with this evening?

2. Was your name used during interaction with staff?

Yes: 2/2

3. Were you provided with quick and efficient service (Once you reached the counter)?

Yes: 2/2

4. Was staff professional in appearance and manner?

Yes: 2/2

5. Did staff thank you, invite you back or offer a pleasant parting remark?

Yes: 2/2

...What was the departing remark?

Thank you, X. Have a great rest of your night.

6. Did the staff make eye contact?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Did the attendant address all of your needs and questions adequately?

Yes: 2/2

9. Did the attendant explain how to use your Player's Club card?

Yes: 2/2

10. Were the benefits of being a Player's Club card member explained?

Yes: 2/2

11. Did the attendant explain how many dollars it took to earn a point (Respond if new Club Member)?

Yes: 2/2

12. Was staff member wearing a clean and pressed uniform that was in good condition along with a nametag?

Yes: 2/2

13. Was the name tag clearly visible?

Yes: 2/2

Description of Player's Club Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Daniel	Male	51-60	5 ft 9 in	Gray

Player's Club Card Comments:: On Friday, April 16, 2021, at 7:48 PM, I arrived at the rewards club desk. After waiting in line for three minutes, it was my turn. I approached the desk and Daniel said, "Hi, what can I help you with this evening?" I indicated I wanted to get a player's card. He asked to see my ID and then started typing information into the computer. He noticed it was my birthday month and wished me, "Happy birthday." He informed me that during my birthday month, I could redeem $10 in free play. I asked how to do that, and he instructed me to visit one of the kiosks and redeem it to my card. He went over the details of how the player's card worked and how many points were needed for comps. He said points were earned on all table games, slots, and Bingo. He also informed me there was a promotion going on and that he was adding $15 of comp play to my account. He explained to use my card whenever I was gaming to make sure I was always earning points. He also mentioned there was a discount for the spa, restaurants, and other services at the hotel of 10 percent for showing my card. He asked if there was anything else he could help me with, and I said no. He thanked me for signing up and told me to enjoy the rest of my night. He used my name as part of the closing remark.

Slots 92% (48/52)

ADT Free Play Comp 100% (18/18)

Date evaluation performed:

4/16/2021

Time arrived at slot machine:

9:07 PM

Day of interaction:

Friday

Level of activity:

Empty

Slot number:

SF 6545 BT 89

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. How can I help you?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

Yes: 2/2

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Fred	Male	51-60	5 ft 10 in	Brown

Slot #1 Comments:: On Friday, April 16, 2021, at 9:07 PM, I arrived at the slot machine and inserted my player's club card. I put on the service light, and the attendant approached me in two minutes. Fred asked how he could help me, and I asked how I could redeem free play from my player's card onto the machine. He said he could help with that and directed me to insert my player's card into the machine and enter my PIN. He guided me through the screens and asked how many dollars I would like to transfer. He continued to monitor me going through the screens until the transfer was successful. He made small talk while the machine was processing the transaction. At the conclusion, he asked me if there was anything else I needed, and I responded no. He wished me good luck and then went along his way. He was friendly and maintained a smile throughout the interaction.

ADT Bonus Free Play 75% (12/16)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

12:49 AM

Day of interaction:

Saturday

Level of activity:

Empty

Slot number:

SF 6565 BT 98

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, can I help you? Your light is on.

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

No: 0/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

No: 0/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

03:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Jenny	Female	51-60	5 ft 4 in	Gray

Slot #2 Comments:: On Saturday, April 17, 2021, at 12:49 AM, I arrived in the slot machine area and sat down at a machine. I put in some cash and started to play. I illuminated the service light at 1:16 AM. The slot attendant arrived three minutes later. She gave me a friendly greeting and asked if I needed help, as my light was on. I said I would like a beverage and asked for a server. She said she would send one over right away. She wasn't wearing a name badge, so I introduced myself and asked for her name. She introduced herself and shook my hand. She didn't ask if there was anything else I needed before she left. She returned two minutes later with the beverage server I requested. She greeted me by name when she returned. Jenny was quick to resolve my query, all while being friendly. She wished me good luck, and she went along her way.

ADT Monthly Mailers 100% (18/18)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

8:58 AM

Day of interaction:

Saturday

Level of activity:

Moderately Busy

Slot number:

RM 345 KT 78

Denomination:

Quarter

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Do you need help with something, sir?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

Yes: 2/2

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Manny	Female	31-40	5 ft 8 in	Brown

Slot #3 Comments:: On Saturday, April 17, 2021, at 8:58 AM, I sat down at a slot machine and inserted my club card. I pressed the service light button at 9:07 AM and waited two minutes for an attendant to arrive. She smiled and said, "Do you need help with something, sir?" I indicated I would like to get some change and told her the denominations I wanted. She said this would be no problem, and she started working on my request right away. She was gone for one minute before returning with the correct change. She counted the money back to me to ensure accuracy. Her badge was flipped in the wrong direction, so I asked her name. She said she went by Manny and also asked for my name and said that it was nice to meet me. She told me to let her know if I needed anything else. She then smiled at me and wished me good luck as she walked away from the machine.

Tables 81% (84/104)

Hotel Room 94% (34/36)

Type of Table:

Roulette

Time arrived at table:

1:43 AM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 126

Length of time at table:

23:48

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. Would you like to play?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If Craps, did the stick person introduce the new dealer)

Yes: 2/2

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino and other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did the Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Cindy	Female	31-40	5 ft 4 in	Red

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Jerry	Male	51-60	6 ft 1 in	Gray

Dealer #1 Comments:: On Saturday, April 17, 2021, at 1:43 AM, I arrived at the Roulette table. The dealer, Cindy, smiled at me and asked if I would like to play. I said yes and put a $100 bill and my player's card on the table. Cindy called out the cash, and a floor supervisor, Jerry, came over, took my card, and did some data entry into the computer. He addressed me by name and wished me luck when he returned with my card. The dealer asked if I wanted to pick the color of my chips, and I said no. I also observed her make the same offer to other players when they joined the table. I asked what the denomination of the chips was, and she said $1, but I could have higher if I desired. I said the $1 chips were okay. She counted out my stacks of chips and pushed them over to me, then wished me good luck before the first spin. She made small talk with me and the other players in between the spins. Several times I observed her call out when other players were buying in for $100 or more. Partway through my time at the table, Chyn (male; black hair; 5'6" tall; 50 years old) relieved Cindy. Cindy gave a pleasant closing remark as she departed and wished us all good luck. The new dealer introduced himself briefly and then continued with the game. The game progressed at a good pace, even though there was heavy betting from multiple players. I appreciated that it kept moving and I didn't have to wait very long in between spins. When it was time for me to leave, I asked to get higher dollar chips to cash out. Chyn called out to the supervisor that I was doing this action. Jerry quickly counted the chips and pushed them over to my section of the table. I gave Chyn a small tip, which he thanked me for, and then I departed the table. He wished me a good night as I was leaving. No one spoke about other aspects of the casino while we played.

Dining Offer 94% (32/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

12:53 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 65

Length of time at table:

25:15

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Welcome. Do you want to buy-in?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Terry	Male	51-60	5 ft 11 in	Blond

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

Yes: 2/2

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

N/A: 0/0

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Ken	Male	51-60	5 ft 5 in	Gray

Dealer #2 Comments:: On Saturday, April 17, 2021, at 12:53 PM, I arrived at the Roulette table. There were a few other players at the table, but there were still available seats. I took one of them and Terry acknowledged me immediately. He welcomed me to the table and asked me if I wanted to buy in. I presented a $100 bill and my player's card. The dealer called out to the supervisor, Ken, who took my card and entered it into the computer. Terry pushed me my stacks of chips. Ken addressed me by name and wished me luck. I asked about a promo certificate for a table game that I was given at the player's card desk. The dealer quickly examined it and explained what bets could be made with it. The game progressed at a good pace with efficient chip handling in between the rounds, even though most of the time there was very heavy action. Large wins were called out to the supervisor as well as other buy-ins from other players. The dealer and supervisor were very friendly and were making conversation in between the rounds, but no one mentioned other aspects of the casino. The supervisor appeared to be very responsive to the table I was at, as well as the surrounding tables. After playing for 25 minutes, I announced I wanted to cash out. The dealer called the supervisor over and confirmed the count of the chips. The dealer wished me good luck as I left.

Hey Look At This 53% (18/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

9:14 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 16

Length of time at table:

15:00

Average wager:

$20

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

No: 0/2

...What was the greeting?

I wasn't greeted.

2. Was the Dealer greeting arriving players verbally and politely?

No: 0/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

No: 0/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

No: 0/2

5. During shuffles and action breaks, were dealers politely talking with players?

No: 0/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

No: 0/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

No: 0/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Lennie	Female	31-40	5 ft 6 in	Black

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Tom	Male	31-40	5 ft 9 in	Brown

Dealer #3 Comments:: On Saturday, April 17, 2021, at 9:14 PM, I arrived at the Roulette table. All available tables were packed with players. The dealer, Lennie, didn't greet or speak to me during the entire interaction. I placed my $100 bill and my player's card on the table, and Lennie called out to the supervisor. Tom picked up my card and promptly input some information into the computer. When he returned my card, he didn't say anything. No one addressed me by name. Lennie gave me my stack of chips with no conversation. She never wished me luck. I did not observe the dealer conversing with any other players except if someone was breaking a rule. She maintained her focus on the game and not on the players. She made no eye contact with anyone. I did not observe the dealer greet new players to the table or provide parting remarks to anyone leaving. When I got up to leave, she didn't acknowledge my departure.

Cage Cashiers 96% (46/48)

Cashier 1 100% (16/16)

Date of interaction:

4/16/2021

Day of interaction:

Friday

Time of interaction:

9:01 PM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. What can I do for you?

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Roxann	Female	51-60	5 ft 8 in	Red

Cashier 1 Comments:: On Friday, April 16, 2021, at 9:01 PM, I arrived at the cashier station. Roxann greeted me immediately as I approached the window with a smile as she stated, "Hi. What can I do for you?" I said I would like some change and indicated the denominations I wanted. She typed a few things into the computer and then presented me with the bills I desired. She was quick and efficient at processing the transaction. She counted the money in front of me, verbally. She then thanked me, wished me good luck, and smiled at me as I took the money and left the desk.

Cashier 2 88% (14/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

12:42 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, how may I help you?

2. How long did you wait in line to reach the cashier?

02:57

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

No: 0/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Samantha	Female	51-60	5 ft 4 in	Gray

Cashier 2 Comments:: On Saturday, April 17, 2021, at 12:42 AM, I entered the line for the cashier. There were a couple of people in front of me, but the line appeared to be moving quickly. When it was my turn Samantha said, "Hi, how may I help you?" I indicated I wanted change in specific denominations. She said no problem and took the bill and typed a few things into the computer. She then counted the bills I requested in front of me. She asked if I needed anything else, and I responded no. She wished me good luck for the rest of the night but didn't thank me or invite me back. She was friendly and smiled for the majority of the interaction.

Cashier 3 100% (16/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

8:51 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Good morning.

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Pete	Male	51-60	5 ft 10 in	Gray

Cashier 3 Comments:: On Saturday, April 17, 2021, at 8:51 AM, I arrived at the cashier desk. It was not very busy and I was greeted by a staff member immediately upon approaching the desk. Pete greeted me with a smile as he said, "Good morning." I said I wanted to cash in some chips. He smiled and said, "Of course." He did some quick typing into the computer and asked if I wanted any specific bills. I responded it did not matter. He counted my money back to me clearly and efficiently. His name badge was flipped around, so I asked his name, and he introduced himself and said, "Nice to meet you." He then thanked me and wished me good luck as a friendly parting remark.

Security 83% (10/12)

Date:

4/17/2021

Day:

Saturday

Time:

8:53 AM

Roving Officer

1. Did you encounter a Security Officer patrolling inside the Casino?

Yes

2. Security officer made eye contact and spoke in a polite manner?

Yes: 2/2

3. Were you provided with quick and efficient service?

Yes: 2/2

4. Did the Security Officer provide accurate directions to a destination if asked?

Yes: 2/2

5. Did the Officer offer you a pleasant parting remark?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Was the Security Officer's uniform clean and was a name tag clearly visible?

No: 0/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Henry	Male	51-60	6 ft 8 in	Gray

Security Comments: On Saturday, April 17, 2021, at 8:53 AM, I approached Henry as he was patrolling the inside of the casino. He made eye contact and greeted me with, "Hello. How are you this morning?" I asked for assistance in finding the restrooms, and he provided complete, detailed, step-by-step instructions on how to get to them. I thanked him, and he thanked me in return. He was professional in appearance and manner, but his name tag wasn't clearly visible.

Gift Shop 100% (22/22)

Name of Retail Shop:

Gift Boutique

Date of interaction:

4/17/2021

Time in:

1:21 PM

Time out:

1:34 PM

1. Signage: Visible and clean? Professional in appearance? No handwritten signs?

Yes: 2/2

2. Was the area clean and in general well maintained?

Yes: 2/2

3. Displays: Clean and free of dust; in good condition and attractive?

Yes: 2/2

4. Trash: Completely out of sight (including packing boxes)?

Yes: 2/2

5. Register Counter: Clean and tidy; properly repaired and maintained?

Yes: 2/2

Gift Shop Service:

1. Friendliness: Staff spoke clearly and was friendly during conversation? Polite phrases such as "Please", "Thank you" and "You're welcome" used?

Yes: 2/2

2. Retail attendant listened carefully to guest's request and asked questions to determine the guest's full and complete need?

Yes: 2/2

3. Retail attendant displayed good knowledge of the outlet's products?

Yes: 2/2

4. ID requested for all room charges?

N/A: 0/0

5. ID requested for all credit card purchases?

Yes: 2/2

6. Employees attired in a clean uniform with name tag visible?

Yes: 2/2

7. Did the employee ask if you had a Player's Club Card?

Yes: 2/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate	Deidre	Female	56-65	5 ft 8 in	Gray

Gift Shop Comments:: On Saturday, April 17, 2021, at 1:21 PM, we arrived at the gift shop. We browsed around the store for a few minutes and then decided to purchase a coffee mug. Deidre greeted us as soon as we approached the register. She had a pleasant demeanor and a smile. She asked if we found everything okay and if we needed anything else. I responded we were good. She asked for my player's club card and did some data entry into the computer. She announced the total and presented it to me on the credit card machine. I inserted my card for payment. After the card was approved, she asked me if I would like a receipt. She presented me with a receipt and said, "Thank you. I hope to see you all again if you need anything else." There was some light music playing at an appropriate volume. There were no odors present in the gift shop. Deidre was wearing a name badge, but it was on her belt and flipped the wrong direction, so it was difficult to read. She didn't use my name at all during the interaction even though she had access to it from my player's card.

Restroom 100% (22/22)

Was the restroom open?

Yes

Date:

4/17/2021

Day:

Saturday

Time:

12:28 PM

Which restroom did you visit?

Women's

Location of restroom:

Men's room near the quick-service restaurant

1. Floors are clean and free of excess water and debris?

Yes: 2/2

2. Sinks clean and not clogged?

Yes: 2/2

3. Hand soap, paper towels and Kleenex are well stocked?

Yes: 2/2

4. Mirrors and vanities are clean and free of debris?

Yes: 2/2

5. Commodes/Urinals clean, free of debris and spots? Seats not loose?

Yes: 2/2

6. Seat covers and toilet paper stocked in the stalls?

Yes: 2/2

7. Lighting fixtures are clean and bulbs are working?

Yes: 2/2

8. Walls, baseboards and ceilings are clean?

Yes: 2/2

9. Wet floor signs not present unless floor is wet or attendant is mopping?

Yes: 2/2

10. Trash receptacles not overflowing?

Yes: 2/2

11. Restroom free of odors?

Yes: 2/2

Restroom Comments:: On Saturday, April 17, 2021, at 12:28 PM, I visited the men's restroom facility immediately adjacent to the quick-service restaurant. The restroom appeared to be clean and well maintained. All of the countertops appeared to be clean and dry, and all soap and toilet paper that I observed appeared to be well-stocked. I did not observe any trash or other debris on the floor or any other location within the restroom. There were no offensive odors. It appeared to have a freshly cleaned smell to me. All fixtures that I observed were functional and appeared to be in good working order.

Question

Score

Answer

Players Club 100% (26/26)

Date shop performed

4/16/2021

Time:

7:48 PM

Day:

Friday

Name on card issued to you:

Cindy St. Claire

Account number on card issued to you:

1456382

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, what can I help you with this evening?

2. Was your name used during interaction with staff?

Yes: 2/2

3. Were you provided with quick and efficient service (Once you reached the counter)?

Yes: 2/2

4. Was staff professional in appearance and manner?

Yes: 2/2

5. Did staff thank you, invite you back or offer a pleasant parting remark?

Yes: 2/2

...What was the departing remark?

Thank you, X. Have a great rest of your night.

6. Did the staff make eye contact?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Did the attendant address all of your needs and questions adequately?

Yes: 2/2

9. Did the attendant explain how to use your Player's Club card?

Yes: 2/2

10. Were the benefits of being a Player's Club card member explained?

Yes: 2/2

11. Did the attendant explain how many dollars it took to earn a point (Respond if new Club Member)?

Yes: 2/2

12. Was staff member wearing a clean and pressed uniform that was in good condition along with a nametag?

Yes: 2/2

13. Was the name tag clearly visible?

Yes: 2/2

Description of Player's Club Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Daniel	Male	51-60	5 ft 9 in	Gray

Player's Club Card Comments:: On Friday, April 16, 2021, at 7:48 PM, I arrived at the rewards club desk. After waiting in line for three minutes, it was my turn. I approached the desk and Daniel said, "Hi, what can I help you with this evening?" I indicated I wanted to get a player's card. He asked to see my ID and then started typing information into the computer. He noticed it was my birthday month and wished me, "Happy birthday." He informed me that during my birthday month, I could redeem $10 in free play. I asked how to do that, and he instructed me to visit one of the kiosks and redeem it to my card. He went over the details of how the player's card worked and how many points were needed for comps. He said points were earned on all table games, slots, and Bingo. He also informed me there was a promotion going on and that he was adding $15 of comp play to my account. He explained to use my card whenever I was gaming to make sure I was always earning points. He also mentioned there was a discount for the spa, restaurants, and other services at the hotel of 10 percent for showing my card. He asked if there was anything else he could help me with, and I said no. He thanked me for signing up and told me to enjoy the rest of my night. He used my name as part of the closing remark.

Slots 92% (48/52)

ADT Free Play Comp 100% (18/18)

Date evaluation performed:

4/16/2021

Time arrived at slot machine:

9:07 PM

Day of interaction:

Friday

Level of activity:

Empty

Slot number:

SF 6545 BT 89

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. How can I help you?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

Yes: 2/2

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Fred	Male	51-60	5 ft 10 in	Brown

Slot #1 Comments:: On Friday, April 16, 2021, at 9:07 PM, I arrived at the slot machine and inserted my player's club card. I put on the service light, and the attendant approached me in two minutes. Fred asked how he could help me, and I asked how I could redeem free play from my player's card onto the machine. He said he could help with that and directed me to insert my player's card into the machine and enter my PIN. He guided me through the screens and asked how many dollars I would like to transfer. He continued to monitor me going through the screens until the transfer was successful. He made small talk while the machine was processing the transaction. At the conclusion, he asked me if there was anything else I needed, and I responded no. He wished me good luck and then went along his way. He was friendly and maintained a smile throughout the interaction.

ADT Bonus Free Play 75% (12/16)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

12:49 AM

Day of interaction:

Saturday

Level of activity:

Empty

Slot number:

SF 6565 BT 98

Denomination:

Penny

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, can I help you? Your light is on.

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you?

N/A: 0/0

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

No: 0/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

No: 0/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

03:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Jenny	Female	51-60	5 ft 4 in	Gray

Slot #2 Comments:: On Saturday, April 17, 2021, at 12:49 AM, I arrived in the slot machine area and sat down at a machine. I put in some cash and started to play. I illuminated the service light at 1:16 AM. The slot attendant arrived three minutes later. She gave me a friendly greeting and asked if I needed help, as my light was on. I said I would like a beverage and asked for a server. She said she would send one over right away. She wasn't wearing a name badge, so I introduced myself and asked for her name. She introduced herself and shook my hand. She didn't ask if there was anything else I needed before she left. She returned two minutes later with the beverage server I requested. She greeted me by name when she returned. Jenny was quick to resolve my query, all while being friendly. She wished me good luck, and she went along her way.

ADT Monthly Mailers 100% (18/18)

Date evaluation performed:

4/17/2021

Time arrived at slot machine:

8:58 AM

Day of interaction:

Saturday

Level of activity:

Moderately Busy

Slot number:

RM 345 KT 78

Denomination:

Quarter

Did you interact with a slot attendant?

Yes

1. Employee smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Do you need help with something, sir?

2. Were you asked if you are a club member?

N/A: 0/0

3. Was staff professional in appearance and manner?

Yes: 2/2

4. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

5. Did the slot employee count your money back to you, if applicable?

Yes: 2/2

6. In closing, did the slot employee thank player and offer congratulations or good luck?

Yes: 2/2

7. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

8. If you inquired about any promotions did the attendant offer an answer which demonstrated knowledge of the promotions?

N/A: 0/0

9. If not using a player's card, was an offer made to obtain a card for you?

N/A: 0/0

10. At the end of the interaction were you asked, "Is there anything else I can do for you?"

Yes: 2/2

11. Was the staff available for service within a reasonable amount of time?

Yes: 2/2

12. How long before an attendant assisted you?

02:00 min:sec

13. Did you feel all your needs were met by the end of this transaction?

Yes: 2/2

Description of Slot Attendant

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Manny	Female	31-40	5 ft 8 in	Brown

Slot #3 Comments:: On Saturday, April 17, 2021, at 8:58 AM, I sat down at a slot machine and inserted my club card. I pressed the service light button at 9:07 AM and waited two minutes for an attendant to arrive. She smiled and said, "Do you need help with something, sir?" I indicated I would like to get some change and told her the denominations I wanted. She said this would be no problem, and she started working on my request right away. She was gone for one minute before returning with the correct change. She counted the money back to me to ensure accuracy. Her badge was flipped in the wrong direction, so I asked her name. She said she went by Manny and also asked for my name and said that it was nice to meet me. She told me to let her know if I needed anything else. She then smiled at me and wished me good luck as she walked away from the machine.

Tables 81% (84/104)

Hotel Room 94% (34/36)

Type of Table:

Roulette

Time arrived at table:

1:43 AM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 126

Length of time at table:

23:48

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. Would you like to play?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If Craps, did the stick person introduce the new dealer)

Yes: 2/2

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino and other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did the Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Cindy	Female	31-40	5 ft 4 in	Red

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Jerry	Male	51-60	6 ft 1 in	Gray

Dealer #1 Comments:: On Saturday, April 17, 2021, at 1:43 AM, I arrived at the Roulette table. The dealer, Cindy, smiled at me and asked if I would like to play. I said yes and put a $100 bill and my player's card on the table. Cindy called out the cash, and a floor supervisor, Jerry, came over, took my card, and did some data entry into the computer. He addressed me by name and wished me luck when he returned with my card. The dealer asked if I wanted to pick the color of my chips, and I said no. I also observed her make the same offer to other players when they joined the table. I asked what the denomination of the chips was, and she said $1, but I could have higher if I desired. I said the $1 chips were okay. She counted out my stacks of chips and pushed them over to me, then wished me good luck before the first spin. She made small talk with me and the other players in between the spins. Several times I observed her call out when other players were buying in for $100 or more. Partway through my time at the table, Chyn (male; black hair; 5'6" tall; 50 years old) relieved Cindy. Cindy gave a pleasant closing remark as she departed and wished us all good luck. The new dealer introduced himself briefly and then continued with the game. The game progressed at a good pace, even though there was heavy betting from multiple players. I appreciated that it kept moving and I didn't have to wait very long in between spins. When it was time for me to leave, I asked to get higher dollar chips to cash out. Chyn called out to the supervisor that I was doing this action. Jerry quickly counted the chips and pushed them over to my section of the table. I gave Chyn a small tip, which he thanked me for, and then I departed the table. He wished me a good night as I was leaving. No one spoke about other aspects of the casino while we played.

Dining Offer 94% (32/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

12:53 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 65

Length of time at table:

25:15

Average wager:

$15

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Welcome. Do you want to buy-in?

2. Was the Dealer greeting arriving players verbally and politely?

Yes: 2/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

Yes: 2/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

Yes: 2/2

5. During shuffles and action breaks, were dealers politely talking with players?

Yes: 2/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

Yes: 2/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

Yes: 2/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Terry	Male	51-60	5 ft 11 in	Blond

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

Yes: 2/2

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

N/A: 0/0

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Ken	Male	51-60	5 ft 5 in	Gray

Dealer #2 Comments:: On Saturday, April 17, 2021, at 12:53 PM, I arrived at the Roulette table. There were a few other players at the table, but there were still available seats. I took one of them and Terry acknowledged me immediately. He welcomed me to the table and asked me if I wanted to buy in. I presented a $100 bill and my player's card. The dealer called out to the supervisor, Ken, who took my card and entered it into the computer. Terry pushed me my stacks of chips. Ken addressed me by name and wished me luck. I asked about a promo certificate for a table game that I was given at the player's card desk. The dealer quickly examined it and explained what bets could be made with it. The game progressed at a good pace with efficient chip handling in between the rounds, even though most of the time there was very heavy action. Large wins were called out to the supervisor as well as other buy-ins from other players. The dealer and supervisor were very friendly and were making conversation in between the rounds, but no one mentioned other aspects of the casino. The supervisor appeared to be very responsive to the table I was at, as well as the surrounding tables. After playing for 25 minutes, I announced I wanted to cash out. The dealer called the supervisor over and confirmed the count of the chips. The dealer wished me good luck as I left.

Hey Look At This 53% (18/34)

Did you have an interaction with the dealer?

Yes

Type of Table:

Roulette

Time arrived at table:

9:14 PM

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Table number:

RO 16

Length of time at table:

15:00

Average wager:

$20

Customer Service

1. Dealer smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

No: 0/2

...What was the greeting?

I wasn't greeted.

2. Was the Dealer greeting arriving players verbally and politely?

No: 0/2

3. Did the Staff Member (Dealer or Floor Supervisor) use the customer's name when returning their Player's card?

No: 0/2

4. Did the Dealer wish players good luck when they made buy-ins or check changes?

No: 0/2

5. During shuffles and action breaks, were dealers politely talking with players?

No: 0/2

6. Did outgoing dealer introduce new dealer to table? (If craps, did the stick person introduce new dealer)

N/A: 0/0

7. Did the Dealer or Floor Supervisor talk about other aspects of the casino, other games, promotions, the resort, entertainment, restaurants?

No: 0/2

8. Did Dealer or Floor Supervisor thank you and invite you back upon your departure?

No: 0/2

9. Did you get rated when you asked, when playing less than $25 or with less than a $500 buy in?

Yes: 2/2

10. When you walked past “dead” tables, did the dealer smile, make eye contact and verbally greet everyone that walked by their game?

N/A: 0/0

11. Was staff member wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

12. Were departing players wished good luck, thanked for playing or otherwise verbally acknowledged by the dealer?

No: 0/2

Description of Dealer

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Lennie	Female	31-40	5 ft 6 in	Black

Dealer & Floor Supervisor Skills & Performance

1. Did the Floor Supervisor clearly acknowledge dealer calls?

Yes: 2/2

2. In the event of a dispute, did the dealer immediately call a supervisor?

N/A: 0/0

3. Did the Supervisor rate all customers with a $500 buy in or a $25 average bet?

Yes: 2/2

4. Were buy-ins and check changes of $100 and over clearly called out?

Yes: 2/2

5. Did the Supervisor pick up your player's card within 3 minutes?

Yes: 2/2

6. Were player questions about comps handled politely and informatively?

N/A: 0/0

7. Were dice, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

8. Did the Supervisor rate customers upon request, regardless of the buy in or average bet?

Yes: 2/2

9. Was the Floor Supervisor professional in appearance and manner?

Yes: 2/2

Associate Assessment (Floor Supervisor)

	Name	Gender	Age	Height	Hair Color
Associate Information	Tom	Male	31-40	5 ft 9 in	Brown

Dealer #3 Comments:: On Saturday, April 17, 2021, at 9:14 PM, I arrived at the Roulette table. All available tables were packed with players. The dealer, Lennie, didn't greet or speak to me during the entire interaction. I placed my $100 bill and my player's card on the table, and Lennie called out to the supervisor. Tom picked up my card and promptly input some information into the computer. When he returned my card, he didn't say anything. No one addressed me by name. Lennie gave me my stack of chips with no conversation. She never wished me luck. I did not observe the dealer conversing with any other players except if someone was breaking a rule. She maintained her focus on the game and not on the players. She made no eye contact with anyone. I did not observe the dealer greet new players to the table or provide parting remarks to anyone leaving. When I got up to leave, she didn't acknowledge my departure.

Cage Cashiers 96% (46/48)

Cashier 1 100% (16/16)

Date of interaction:

4/16/2021

Day of interaction:

Friday

Time of interaction:

9:01 PM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi. What can I do for you?

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Roxann	Female	51-60	5 ft 8 in	Red

Cashier 1 Comments:: On Friday, April 16, 2021, at 9:01 PM, I arrived at the cashier station. Roxann greeted me immediately as I approached the window with a smile as she stated, "Hi. What can I do for you?" I said I would like some change and indicated the denominations I wanted. She typed a few things into the computer and then presented me with the bills I desired. She was quick and efficient at processing the transaction. She counted the money in front of me, verbally. She then thanked me, wished me good luck, and smiled at me as I took the money and left the desk.

Cashier 2 88% (14/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

12:42 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Hi, how may I help you?

2. How long did you wait in line to reach the cashier?

02:57

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

No: 0/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Samantha	Female	51-60	5 ft 4 in	Gray

Cashier 2 Comments:: On Saturday, April 17, 2021, at 12:42 AM, I entered the line for the cashier. There were a couple of people in front of me, but the line appeared to be moving quickly. When it was my turn Samantha said, "Hi, how may I help you?" I indicated I wanted change in specific denominations. She said no problem and took the bill and typed a few things into the computer. She then counted the bills I requested in front of me. She asked if I needed anything else, and I responded no. She wished me good luck for the rest of the night but didn't thank me or invite me back. She was friendly and smiled for the majority of the interaction.

Cashier 3 100% (16/16)

Date of interaction:

4/17/2021

Day of interaction:

Saturday

Time of interaction:

8:51 AM

1. Cashier smiled, made eye contact, spoke with a professional tone, and was pleasant and enthusiastic?

Yes: 2/2

...What was the greeting?

Good morning.

2. How long did you wait in line to reach the cashier?

00:00

3. Was your name used during interaction with staff?

N/A: 0/0

4. Were you provided with quick and efficient service?

Yes: 2/2

5. Did staff thank you and/or invite you back?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Did staff speak clearly and was friendly during the conversation? Polite phrases such as, "Please", "Thank you", "You're welcome" used?

Yes: 2/2

8. Were cards, checks and money handled in a careful manner and at a good pace?

Yes: 2/2

9. Were money and checks clearly and verbally counted and presented neatly to players?

Yes: 2/2

10. Was staff wearing a clean and pressed uniform that was in good condition including a nametag?

Yes: 2/2

Description of Booth Cashier

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Pete	Male	51-60	5 ft 10 in	Gray

Cashier 3 Comments:: On Saturday, April 17, 2021, at 8:51 AM, I arrived at the cashier desk. It was not very busy and I was greeted by a staff member immediately upon approaching the desk. Pete greeted me with a smile as he said, "Good morning." I said I wanted to cash in some chips. He smiled and said, "Of course." He did some quick typing into the computer and asked if I wanted any specific bills. I responded it did not matter. He counted my money back to me clearly and efficiently. His name badge was flipped around, so I asked his name, and he introduced himself and said, "Nice to meet you." He then thanked me and wished me good luck as a friendly parting remark.

Security 83% (10/12)

Date:

4/17/2021

Day:

Saturday

Time:

8:53 AM

Roving Officer

1. Did you encounter a Security Officer patrolling inside the Casino?

Yes

2. Security officer made eye contact and spoke in a polite manner?

Yes: 2/2

3. Were you provided with quick and efficient service?

Yes: 2/2

4. Did the Security Officer provide accurate directions to a destination if asked?

Yes: 2/2

5. Did the Officer offer you a pleasant parting remark?

Yes: 2/2

6. Was staff professional in appearance and manner?

Yes: 2/2

7. Was the Security Officer's uniform clean and was a name tag clearly visible?

No: 0/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate Information	Henry	Male	51-60	6 ft 8 in	Gray

Security Comments: On Saturday, April 17, 2021, at 8:53 AM, I approached Henry as he was patrolling the inside of the casino. He made eye contact and greeted me with, "Hello. How are you this morning?" I asked for assistance in finding the restrooms, and he provided complete, detailed, step-by-step instructions on how to get to them. I thanked him, and he thanked me in return. He was professional in appearance and manner, but his name tag wasn't clearly visible.

Gift Shop 100% (22/22)

Name of Retail Shop:

Gift Boutique

Date of interaction:

4/17/2021

Time in:

1:21 PM

Time out:

1:34 PM

1. Signage: Visible and clean? Professional in appearance? No handwritten signs?

Yes: 2/2

2. Was the area clean and in general well maintained?

Yes: 2/2

3. Displays: Clean and free of dust; in good condition and attractive?

Yes: 2/2

4. Trash: Completely out of sight (including packing boxes)?

Yes: 2/2

5. Register Counter: Clean and tidy; properly repaired and maintained?

Yes: 2/2

Gift Shop Service:

1. Friendliness: Staff spoke clearly and was friendly during conversation? Polite phrases such as "Please", "Thank you" and "You're welcome" used?

Yes: 2/2

2. Retail attendant listened carefully to guest's request and asked questions to determine the guest's full and complete need?

Yes: 2/2

3. Retail attendant displayed good knowledge of the outlet's products?

Yes: 2/2

4. ID requested for all room charges?

N/A: 0/0

5. ID requested for all credit card purchases?

Yes: 2/2

6. Employees attired in a clean uniform with name tag visible?

Yes: 2/2

7. Did the employee ask if you had a Player's Club Card?

Yes: 2/2

Associate Assessment

	Name	Gender	Age	Height	Hair Color
Associate	Deidre	Female	56-65	5 ft 8 in	Gray

Gift Shop Comments:: On Saturday, April 17, 2021, at 1:21 PM, we arrived at the gift shop. We browsed around the store for a few minutes and then decided to purchase a coffee mug. Deidre greeted us as soon as we approached the register. She had a pleasant demeanor and a smile. She asked if we found everything okay and if we needed anything else. I responded we were good. She asked for my player's club card and did some data entry into the computer. She announced the total and presented it to me on the credit card machine. I inserted my card for payment. After the card was approved, she asked me if I would like a receipt. She presented me with a receipt and said, "Thank you. I hope to see you all again if you need anything else." There was some light music playing at an appropriate volume. There were no odors present in the gift shop. Deidre was wearing a name badge, but it was on her belt and flipped the wrong direction, so it was difficult to read. She didn't use my name at all during the interaction even though she had access to it from my player's card.

Restroom 100% (22/22)

Was the restroom open?

Yes

Date:

4/17/2021

Day:

Saturday

Time:

12:28 PM

Which restroom did you visit?

Women's

Location of restroom:

Men's room near the quick-service restaurant

1. Floors are clean and free of excess water and debris?

Yes: 2/2

2. Sinks clean and not clogged?

Yes: 2/2

3. Hand soap, paper towels and Kleenex are well stocked?

Yes: 2/2

4. Mirrors and vanities are clean and free of debris?

Yes: 2/2

5. Commodes/Urinals clean, free of debris and spots? Seats not loose?

Yes: 2/2

6. Seat covers and toilet paper stocked in the stalls?

Yes: 2/2

7. Lighting fixtures are clean and bulbs are working?

Yes: 2/2

8. Walls, baseboards and ceilings are clean?

Yes: 2/2

9. Wet floor signs not present unless floor is wet or attendant is mopping?

Yes: 2/2

10. Trash receptacles not overflowing?

Yes: 2/2

11. Restroom free of odors?

Yes: 2/2

Restroom Comments:: On Saturday, April 17, 2021, at 12:28 PM, I visited the men's restroom facility immediately adjacent to the quick-service restaurant. The restroom appeared to be clean and well maintained. All of the countertops appeared to be clean and dry, and all soap and toilet paper that I observed appeared to be well-stocked. I did not observe any trash or other debris on the floor or any other location within the restroom. There were no offensive odors. It appeared to have a freshly cleaned smell to me. All fixtures that I observed were functional and appeared to be in good working order.

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Evaluation # 1703677

12-15-2021

Survey: Casino (2-night)

2

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Your Score

90%

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4/5

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