Your Score

91%

356/392 points

Company Rank YTD

15/24

Sectional Change
Section This Evaluation Last Evaluation +/-
Overall good 91% good 94% down -3%
Facility good 96% good 94% up +2%
F&B good 92% good 96% down -4%
Casino okay 89% good 93% down -4%
Location Avg YTD

80%

36 Evaluations

Location Avg YTD

80%

36 Evaluations

Sectional Scores

Sectional Scores

Action Plan Stacked Bar Chart

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Action Plan Stacked Bar Chart

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Question

Score

Answer

"Super Star"
Exceptional Guest Service  
Exceptional Guest Service Comments:
Katrina, the dealer at table BJ 7, was helpful with card totals and was very encouraging. She was efficient and positive. She engaged in only appropriate conversations and sought to make our play fun. She didn't have any errors and she paid everyone correctly. I asked her where the player's card area was located. She said they had just one and it was at the entrance. She gave me good directions and was helpful. She went above and beyond.
General Information  
Arrival Date:
4/15/2021
 
Arrival Time:
6:20 PM
 
Were you greeted upon entering the casino?
Yes
0/0
Departure Time:
10:50 PM
 
Were you greeted upon leaving the casino?
Yes
0/0
Security 100% (14/14)
Time of interaction:
7:32 PM
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Good evening.
 
2. Were you provided with quick and efficient service?
Yes
2/2
3. Did staff thank you or offer a pleasant parting remark?
Yes
2/2
4. Was staff professional in appearance and manner?
Yes
2/2
5. Was staff neatly groomed and wearing a nametag?
Yes
2/2
6. Did the staff make eye contact?
Yes
2/2
7. Did the attendant speak clearly and was s/he easily understood?
Yes
2/2
Description of Security Officer  
...Name
Ray
 
...Gender
Male
0/0
...Age
51-60
0/0
...Height
5 ft 10 in
 
...Hair Color
Grey
0/0
Security Casino Comments:
At 7:32 PM on Thursday, April 15, 2021, there were four security officers at the entrance. Ray smiled as we approached and softly said, "Good evening." I stopped and asked him if the casino had a high limit table gaming area. He smiled and said they did. He gave me great directions explaining the high limit was at the end of the main aisle. He said if I went right upon entering, I would walk to the very end and that's where it was. He was helpful and informative. I thanked him and he wished me good luck. He was dressed in a clean uniform with a name tag. He was professional in approach, smiled, and made eye contact. He did not eat, drink or chew gum.
Facility 96% (54/56)
Exterior 88% (14/16)
1. Were all exterior signs clean and operational?
Yes
2/2
2. Were the parking areas in good condition, well marked and free of debris?
Yes
2/2
3. Were all outdoor lighting fixtures clean and in working condition?
Yes
2/2
4. Was the building exterior free from damage?
Yes
2/2
5. Was the building exterior clean?
Yes
2/2
6. Were all walkways in good condition and free of debris?
Yes
2/2
7. Did the lawn, flowerbeds and shrubs appear to be healthy and free of debris?
Yes
2/2
8. Were all areas of unsightly equipment, supply storage or trash bins were kept from public view?
No
0/2
9. Exterior Picture #1
10. Exterior Picture #2:
Exterior Comments:
I arrived at 6:20 PM, and observed the exterior of the building. All exterior signs were on and working properly. Each appeared clean and in good condition. Parking areas were marked and clean. They were in good condition and free of debris. Exterior lights and signs were on and working properly. The building was clean and in excellent condition, with no worn or damaged areas observed. Walkways were not worn and were clean and undamaged. Fences and retaining walls were clean and not worn or damaged. Landscaped areas and flower beds looked good considering it was early in the spring. They were also free of debris. There was an exposed and unsightly dumpster at the entrance to the parking garage. Trash cans were not overflowing but one was damaged in the parking lot.
Interior 100% (14/14)
1. All doors free of damage and glass was streak free?
Yes
2/2
2. Were the floors and/or carpet free of debris and in good condition?
Yes
2/2
3. Were the wall fixtures, lights and any artwork free of dust and clean?
Yes
2/2
4. Were all lights working properly?
Yes
2/2
5. Were the service elevator doors clean and free of marks?
Yes
2/2
6. Was the temperature comfortable?
Yes
2/2
7. Was the ventilation system keeping the smoke smell to a minimum?
(N/A if this is a non-smoking location)
Yes
2/2
Comments:
At 6:25 PM, I arrived at the entrance. The entrance doors and glass were clean and in excellent condition. Frames were free of nicks and scratches. Floors and carpeted areas were clean and in like-new condition with no worn or damaged areas. Floors were also free of debris. No stains or soiled areas were observed. Walls and ceilings were also in like-new condition and very clean. Wall fixtures and art were clean and dust-free. All interior lobby light fixtures were clean and dust-free. Each worked properly with no burned-out bulbs seen. Windows and sills were clean. All were free of smudges and streaks. Window treatments were clean and in excellent condition, with no wear or damage seen. Service doors were free of marks, scratches, and damage. Furniture was in excellent condition, damage-free and clean. Work areas were clean and tidy. The temperature was comfortable. All restaurants were in the lobby and each was attractive and inviting. Marketing materials were current and all in new condition. Planters were clean and attractive.
Casino Appearance 100% (10/10)
1. Were all tables free of tears, stains or damaged areas?
Yes
2/2
2. Were all slots operational and clean?
Yes
2/2
3. Were the tables and slots continually bussed of debris, soiled ashtrays and glasses?
Yes
2/2
4. Was the floor in the casino free of debris?
Yes
2/2
5. Were glasses removed every 15 minutes from main aisles and beverage area collection points?
Yes
2/2
Casino Appearance Comments:
At 6:40 PM, the casino table games area was brightly lit and all tables colorful. The felt tops were clean and free of tears and stains. The layouts were clearly marked and easy to understand. The pit supervisors and the beverage servers were attentive to debris and empty cups and glasses. Table game floors and slot area floors were kept spotlessly clean. Carpets were free of stains, soil, wear, and debris. EVS staff and security officers, along with slot attendants, kept areas organized and tidy. I did not see any incident reports being filled out and I did not observe any incidents. The walls and ceilings were clean and in excellent condition. The lights were all on and working properly. Fixtures and lamps were clean and dust-free. Service doors were clean and free of marks. The furniture was clean and damage-free. Workstations were organized and clean, and the temperature was comfortable.
Restroom 100% (16/16)
Time of Restroom visit:
8:42 PM
 
1. Which restroom was visited?
Men's
0/0
2. What was the location of the restroom?
Near main casino bar
 
3. Were the counter tops and sinks clean and dry?
Yes
2/2
4. Were all of the sinks operational?
Yes
2/2
5. Were the mirrors clean and dry?
Yes
2/2
6. Were the toilet fixtures operating smoothly?
Yes
2/2
7. Were commodes/urinals thoroughly clean?
Yes
2/2
8. Were the paper supplies and soap adequately stocked?
Yes
2/2
9. Was the trash receptacle clean and not overflowing?
Yes
2/2
10. Was the air fresh and odor free?
Yes
2/2
Restroom Comments:
At 8:42 PM, I checked the men's restroom near the main casino bar. This restroom was smaller yet very clean and up to date in appearance. All lights were on and working properly. The walls, ceilings, and floors were clean, dry, and in good repair. Countertops and sinks were clean and in excellent condition. Mirrors were spotlessly clean. All fixtures worked properly and were in like-new condition, with no wear or damage noted. The sinks and toilets were not worn or damaged. Toilets flushed properly and were clean. Soap dispensers were well maintained, clean, and properly functioning. Trash receptacles were not overflowing or dirty.
F&B 92% (130/142)
Casual Dining 85% (46/54)
Did you eat at a casual dining location?
Yes
0/0
Which casual dining location did you visit?
Craze Deli
 
Arrival Time:
7:17 PM
 
Departure Time:
7:26 PM
 
# in your party
2
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hi.
 
2. Was your name used during interaction with staff?
No
0/2
3. Was staff professional in appearance and manner?
Yes
2/2
4. Was staff neatly groomed and wearing a nametag?
Yes
2/2
5. Did the staff make eye contact?
Yes
2/2
6. Did the staff utilize every opportunity to upsell?
No
0/2
7. Did staff thank you? (If the staff member offered any future assistance, mark Yes.)
Yes
2/2
8. If you had to wait in line, did the line move efficiently?
Yes
2/2
9. Was the time from order placement to the time the transaction was completed appropriate?
Yes
2/2
10. How long did it take from the time you placed your order until it was completed?
08:04
 
11. Were the food and beverage portions consistent and adequate?
Yes
2/2
12. Did the food and beverages taste fresh?
Yes
2/2
13. Did the food and beverages match the menu descriptions or special requests?
Yes
2/2
14. Were your foods cooked appropriately?
Yes
2/2
15. Were your hot items hot and your cold items served cold?
Yes
2/2
16. Were vacated tables cleared quickly?
Yes
2/2
17. Did the staff refrain from lingering intrusively near tables?
Yes
2/2
18. Were the menus clean and free from tears?
Yes
2/2
19. Were the menu signs clearly visible, clean and accurate?
Yes
2/2
20. Were the counters thoroughly clean and free from damage?
No
0/2
21. Were the tables sturdy with no wobbles?
Yes
2/2
22. Were the chairs and banquettes thoroughly clean and free from damage?
No
0/2
23. Were the service/side stations and visible service areas clean and tidy?
Yes
2/2
24. Was the interior clean and neatly setup?
Yes
2/2
25. Did the environment seem secure and comfortable?
Yes
2/2
26. Was your order announced clearly?
Yes
2/2
27. Was the sound system's volume level and quality appropriate to the environment?
N/A
0/0
28. Was the self-serve condiment area clean, tidy and fully stocked?
Yes
2/2
29. Were the self-serve utensils and napkins readily available?
Yes
2/2
Description of staff member:  
...Name
Luz
 
...Gender
Female
0/0
...Age
Over 60
0/0
...Height
4 ft 10 in
 
...Hair Color
Gray
0/0
Casual Dining Comments:
I arrived at the Craze Deli at 7:17 PM. Luz was conversing with another employee on the other side of the counter. I waited for a full minute before Luz came up to me. She smiled, made eye contact, and said, "Hi." She looked at me expectantly, waiting for me to order. I ordered two Reuben sandwiches at 7:20 PM. I attempted to add soup, but Luz said, "No more soup." She did not attempt an upsell or suggest additional items. I then added a fruit cup to my order. Luz stated the amount due, and I paid with my credit card. She didn't address me by name. I gave her a $3 cash tip. She sincerely thanked me and wished me a good evening. I received my complete order after eight minutes and four seconds. Luz thanked me again. Luz was professionally dressed with a visible name tag and was neatly groomed. I observed her sneaking a bite and yawning behind the counter. The Reuben sandwiches were hot, fresh, and delicious. They were well assembled and neatly wrapped. The fruit cup was fresh and properly chilled. The menu display was clear, simple, and items were priced accordingly. The self-serve beverage and condiment areas were clean and stocked. The dining counter, banquettes, and three tables were sticky to the touch. There was food debris on one of the tables.
Slot Beverage Server 100% (20/20)
Did you have an interaction with a slot beverage server?
Yes
0/0
Time:
7:42 PM
 
Total of drink (zero if no charge):
$0
 
Tip:
$1
 
Slot number:
ST 567 RV 56
 
1. Greeted by cocktail server within 7 minutes?
Yes
2/2
2. Cocktail Server greeted guest with smile, eye contact, and pleasant salutation?
Yes
2/2
3. Cocktail server displayed alert, positive body language?
Yes
2/2
4. Drink delivered within 6 minutes after placing order?
Yes
2/2
5. Cocktail napkin/coaster presented for each drink ordered?
Yes
2/2
6. Area properly maintained (trash, empty drinks removed; ashtray changed)?
Yes
2/2
7. Server spoke clearly in a polite and friendly manner? Used phrases such as "Thank you," and "You're welcome,"? Server was attentive, natural, courteous and unpretentious?
Yes
2/2
8. Server offered a sincere, "Thank you," when tip was given?
Yes
2/2
9. Server appropriately attired in a clean uniform? Hair and hygiene appropriate and name tag visible?
Yes
2/2
10. Server returned within 15 minutes to offer refills?
Yes
2/2
Slot Beverage Server Comments:
At 7:42 PM, I placed my card in the machine and started my play. At 7:48 PM, beverage server Mirtha came through the area. She called out, "Cocktails." We made eye contact and she came over and asked what I would like to drink. I asked for orange juice and my guest a hot tea. She confirmed sweeteners in the tea and departed. Mirtha returned and served the drink at 7:54 PM. She served each drink with care and with a cocktail napkin. I handed her a dollar tip and she warmly thanked me. I asked her what time the next drawing was for the car. She said it was just a few minutes away, at 8:00 PM. She said we should be sure to listen to see if our names were called. She said she hoped we were called. She smiled and made eye contact throughout the interaction. She wished us good luck when she departed. She was neatly dressed in a clean uniform with a name tag. At 8:06 PM, she returned to the area checking to see if we wanted additional beverages. She was also seen picking up empty glasses and keeping the area clean.
Table Beverage Server 90% (18/20)
Did you have an interaction with a table beverage server?
Yes
0/0
Time:
8:12 PM
 
Total of drink (zero if no charge):
$3.50
 
Tip:
$1.50
 
Table number:
BJ 7
 
1. Greeted by cocktail server within 7 minutes?
No
0/2
2. Cocktail Server greeted guest with smile, eye contact, and pleasant salutation?
Yes
2/2
3. Cocktail server displayed alert, positive body language?
Yes
2/2
4. Drink delivered within 6 minutes after placing order?
Yes
2/2
5. Area properly maintained (trash, empty drinks removed; ashtray changed)?
Yes
2/2
6. Cocktail Server displayed current knowledge of casino and any promotions?
Yes
2/2
7. Server spoke clearly in a polite and friendly manner? Used phrases such as "Thank you," and "You're welcome,"? Server was attentive, natural, courteous and unpretentious?
Yes
2/2
8. Server offered a sincere, "Thank you," when tip was given?
Yes
2/2
9. Server appropriately attired in a clean uniform? Hair and hygiene appropriate and name tag visible?
Yes
2/2
10. Server returned within 15 minutes to offer refill?
Yes
2/2
Table Beverage Server Comments:
At 8:12 PM, I sat at Blackjack table BJ 7. Beverage server Jenna came over to my table at 8:21 PM. She asked, "Would anyone like a beverage or cocktail?" I asked for a Coors Lite and others also ordered drinks. Jenna departed and returned with the drinks at 8:25 PM. She served each with a cocktail napkin. She was polite in tone when requesting $3.50 as payment. I handed her a five and told her she could keep the change. She thanked me with a warm tone and a nice smile while making eye contact. I asked her where the Poker Room was located. She said it was just one floor down and explained the stairs were the quickest way there. This was very helpful. She wished me good luck and departed. My beverage was excellent in taste and flavor. Jenna was neatly attired in a clean uniform with a name tag. She maintained the area well, picking up glasses as she delivered beverages and kept the area free of debris. Jenna returned to offer additional beverages and drinks at 8:31 PM. I did not order an additional drink.
Bar 96% (46/48)
Did you visit the Bar?
Yes
0/0
Which Bar did you visit?
Prestige
0/0
Arrival Time:
9:28 PM
 
Departure Time:
9:55 PM
 
# in your party
1
 
Bartender  
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hi, how are you doing?
 
2. Was your name used during interaction with staff? (if applicable)
N/A
0/0
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you?
Yes
2/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed?
Yes
2/2
7. Was staff wearing a nametag?
Yes
2/2
8. Did the staff make eye contact?
Yes
2/2
9. Did the bartender greet you at the bar?
Yes
2/2
10. Did the staff utilize every opportunity to upsell?
No
0/2
11. Were menus preset on tables and bar, or provided by bartender?
Yes
2/2
12. Were first drinks served within 3 minutes of seating at bar counter (within 5 minutes of seating at cocktail table)?
Yes
2/2
13. Were fresh complimentary snacks available at the bar?
Yes
2/2
14. Was another drink offered?
Yes
2/2
15. Was the back bar shelves and counters neat, clean and professional in appearance?
Yes
2/2
16. Was the bar counter neat and tidy?
Yes
2/2
17. Were the bar supplies carefully arranged?
Yes
2/2
18. Was the bar counter free from damage (except as theme related)?
Yes
2/2
19. Were beverages served neatly and attractively, without spills?
Yes
2/2
20. Was ashtray clean at arrival to the bar?
Yes
2/2
Drinks  
1. Was a portion control device used for drink preparation?
Yes
2/2
2. Was the beverage flavor good and well-balanced?
Yes
2/2
3. Did beverage portions seem normal and adequate?
Yes
2/2
4. Were drinks adequately heated, chilled or iced?
Yes
2/2
5. Were garnishes fresh and appropriate?
N/A
0/0
6. Were stirrers or straws served as appropriate?
Yes
2/2
Description of bartender:  
...Name
Lazaros (Larry)
 
...Gender
Male
0/0
...Age
21-30
0/0
...Height
6 ft 1 in
 
...Hair Color
Blond
0/0
Casino Bar Comments:
At 9:28 PM, I approached the Prestige Bar on the entry level. Bartender Lazaros (Larry) came over to us and nicely said, "Hi, how are you doing?" I said well. He asked what we would like. We said we were thirsty and initially asked for an Arizona Tea. We said we would have a drink in a few moments. Our teas were served and $7 nicely requested. I paid with a $10 and he returned the proper change. I asked for a receipt and he provided it. We finished the tea quickly and Larry asked if we wanted another or a cocktail. I asked for a rum and pineapple juice and my guest a Diet Cherry Coke. Larry prepared each with care using a bar gun to portion one potion into my glass. My drink was served on a cocktail napkin. My drink was not garnished. Larry politely requested $3.50 for the cocktail and I gave him a five, leaving the rest as his tip. Larry was very busy but still engaging. I asked about the car giveaway and he explained a guest had just won one. He spoke highly of the promotion. We finished our drinks and got up to depart at 9:55 PM. Larry thanked us, then wished us a good evening and good luck. He was dressed in a clean uniform with a name tag. Our drinks were all served cold and each was refreshing. My cocktail had a good mix of ingredients. Larry smiled and made eye contact throughout the interaction. Larry did not provide options in rums and did not try to upsell to top-shelf brands. The bar counter was not worn or damaged. The counter was tidy and free of spills, sticky areas, and scratches. The supplies were neatly arranged and presented.
Valet  
Valet Arrival 67% (12/18)
Did you use the Valet service?
Yes
0/0
Time of Valet arrival:
6:34 PM
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hello.
 
2. Was your name used during interaction with staff?
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Was staff professional in appearance and manner?
Yes
2/2
5. Was staff neatly groomed and wearing a nametag?
Yes
2/2
6. Did the staff member make eye contact?
Yes
2/2
7. When it was your turn, were you greeted at your car within 30 seconds?
No
0/2
...If not, how long did you wait before being acknowledged?
01:00
 
8. Was the automobile area congested or hectic?
Yes
0/0
9. Was the automobile arrival area clean?
Yes
0/0
10. Were you given a claim ticket?
Yes
2/2
11. Were you given clear verbal directions for retrieving your car?
No
0/2
Description of staff member:  
...Name
Joe
 
...Gender
Male
0/0
...Age
31-40
0/0
...Height
5 ft 10 in
 
...Hair Color
Red
0/0
Valet Arrival Comments:
At 6:34 PM, I pulled into the casino's entrance driveway behind a car that had also just arrived. A third car was also in the drive already waiting. I waited my turn and valet Joe came to my car in one minute. Joe said, "Hello." The valet area was slightly hectic and congested. I exited my car and Joe, with eye contact and a smile, asked my name. He never used it in our conversation, though. He provided a slip for my car but did not review the retrieval process. I asked where I could get a burger. He suggested Craze Deli. He pointed out where it was located just to the left as I entered. He said they had lots of options and they were all great. I thanked him and handed him a $2 tip. He warmly thanked me and wished me good luck. Joe was neatly groomed and wore a name tag. His uniform was clean and in good condition. The automobile area was clean and no dirt or debris was present.
Valet Departure 91% (20/22)
Time of Valet departure:
10:47 PM
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
How are you?
 
2. Was your name used during interaction with staff?
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you and invite you back? (If the staff member offered any future assistance, mark Yes.)
Yes
2/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed?
Yes
2/2
7. Was staff member wearing a name tag?
Yes
2/2
8. Did the staff member make eye contact?
Yes
2/2
9. Was your car brought within 6 minutes of your request?
Yes
2/2
10. Was the automobile area congested or hectic?
No
0/0
11. Was the automobile departure area clean?
Yes
2/2
12. Were personal items untouched (i.e., controls, seat, radio, money, etc..)?
Yes
2/2
Description of staff member:  
...Name
Thomas
 
...Gender
Male
0/0
...Age
51-60
0/0
...Height
6 ft 3 in
 
...Hair Color
Grey
0/0
Valet Departure Comments:
At 10:47 PM, I walked up to the valet kiosk and scanned my ticket. My name came up on the large screen. I waited and at 10:50 PM, my car was seen coming into the driveway. It was driven with care. Valet Thomas exited my car and I assisted my guest in. Thomas waited for me at my door. He smiled and said, "How are you?" I said well, we had a good time. He said he was pleased. I asked Thomas what time the casino opened in the morning. He said they opened at 8:30 AM, but the valet was open before that, offering the option to get there before the casino opened. He was positive and helpful. I thanked him and handed him a $2 tip. He thanked me and showed his appreciation. He wished me a good evening. My auto was brought back in the same condition as when I left it. The mirror, radio, and seat position were in the same place. I had left a small amount of change and a $1 bill in my cup holder. All was still there. Thomas was neatly dressed in a clean uniform. He had a name tag on. The valet area was not congested or hectic. My name appeared on the screen that Thomas had access to but he didn't use it.
Player's Club 82% (18/22)
Time of interaction:
6:40 PM
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hello.
 
2. Was your name used during interaction with staff?
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you? (If the staff member offered any future assistance, mark Yes.)
No
0/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed?
Yes
2/2
7. Was staff wearing a name tag?
Yes
2/2
8. Did the staff make eye contact?
Yes
2/2
9. Did the attendant address all of your needs and questions adequately?
Yes
2/2
10. Did the attendant speak clearly and was s/he easy to understand?
Yes
2/2
11. Did the attendant explain how to use your Player's Club card?
N/A
0/0
12. Did the attendant explain how many points you must earn to enter promotions or earn rewards?
N/A
0/0
13. Were the benefits of being a Player's Club card member explained to you?
N/A
0/0
14. Were any current promotions fully explained to you?
Yes
2/2
Description of Club Desk Attendant  
...Name
Krista
 
...Gender
Female
0/0
...Age
31-40
0/0
...Height
5 ft 8 in
 
...Hair Color
Black
0/0
Player's Club Card Comments:
At 6:40 PM, I entered the line at the player's card area. There were three workers. I waited only seconds in line. Krista said, "Hello," when I was approaching. I handed her my ID and asked for a replacement player's card. She made eye contact and with a smile thanked me when I handed it to her. She found me in seconds and printed a replacement card. She reviewed the benefits I had on my card and asked that I swipe it at the kiosk. She said they had some offers which were new on cards so she did not know about them. She said I would see them at the kiosk. She said I also needed to enter my entries in the car giveaway drawing at the kiosk. She asked if I needed anything else and I asked if I had any money on my card. She said I had just over a dollar available. I thanked her and she wished me good luck and asked that I enjoy my evening. She did not use my name or thank me. She was neatly dressed in a clean uniform and name tag. She did not eat, drink or chew gum.
Casino Cashier 80% (16/20)
Did you interact with a cashier?
Yes
0/0
Time of interaction:
7:35 PM
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hi, how are you tonight?
 
2. Was your name used during interaction with staff? (N/A if you didn't present your ID or player's card.)
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you? (If the staff member offered any future assistance, mark Yes.)
No
0/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed and wearing a nametag?
Yes
2/2
7. Did the staff make eye contact?
Yes
2/2
8. How long did you wait in line to reach the cashier?
00:00
 
9. Did the attendant speak clearly and was s/he easily understood?
Yes
2/2
10. Were cards, checks and money handled in a careful manner and at a good pace?
Yes
2/2
11. Were money and checks clearly and verbally counted and presented neatly to guest?
Yes
2/2
Description of Cage Attendant  
...Name
Adam
 
...Gender
Male
0/0
...Age
51-60
0/0
...Height
5 ft 7 in
 
...Hair Color
Grey
0/0
Casino Cashier Comments:
At 7:35 PM, there were four windows open when I entered the line at the cage. There was no wait. Cashier Adam with a smile and eye contact said, "Hi, how are you tonight?" I handed him my ID and asked to cash a check. Adam had an upbeat approach and entered my information. He had me select my account and asked the amount. He processed my transaction with ease, returning my ID back to me. He did not use my name at any time. Adam offered choices in bills and counted them back to me one at a time, placing them on the counter. He asked if there was anything else he could do for me. I asked how long the buffet was open, and he said he thought 1:00 AM, but he would check. He went to a list on the wall behind him and returned and gave me the hours. I thanked him and he said, "You're welcome, good luck." He did not thank me. Adam was neatly attired in a clean uniform with a name tag. He did not eat, drink, or chew gum during our interaction.
Slot 88% (28/32)
Did you have an interaction with a slot attendant?
Yes
0/0
General Information  
Time arrived Slot Machine area:
7:42 PM
 
Level of activity:
Empty
0/0
Denomination:
Penny
0/0
Slot number:
ST 567 RV 56
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hi sir, how can I help you?
 
2. Was your name used during interaction with staff?
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff offer you assistance and provide you with options when appropriate?
Yes
2/2
5. Did staff thank you? (If the staff member offered any future assistance, mark Yes.)
No
0/2
6. Was staff professional in appearance and manner?
Yes
2/2
7. Was staff neatly groomed?
Yes
2/2
8. Was staff wearing a name tag?
Yes
2/2
9. Did the staff make eye contact?
Yes
2/2
10. Was all information, advice or corrections given in a pleasant and helpful manner?
Yes
2/2
11. Staff refrained from engaging in distracting behavior, personal chat or horseplay?
Yes
2/2
Description of Slot Employee  
...Name
Maria
 
...Gender
Female
0/0
...Age
31-40
0/0
...Height
5 ft 
 
...Hair Color
Brown
0/0
Performance  
1. Was the slot game working correctly?
Yes
2/2
2. Did your Club card work correctly?
Yes
2/2
Turn on your change candle and monitor how much time elapses before an attendant arrives to assist you.  
3. Was the change and maintenance service readily available within 3 minutes of signaling?
Yes
2/2
...If not, how long before an attendant assisted you with change?
02:35
 
4. Did the slot employee count your money back to you?
Yes
2/2
5. If a delay is required to repair a machine or obtain a payoff, was the time required estimated?
N/A
0/0
6. In closing, did the slot employee thank player or offer an appropriate comment?
Yes
2/2
...What was the comment?
Good luck!
 
Slot Game Procedures Comments:
At 7:42 PM, I sat down at the slot. I placed my card into the machine and pressed the service button. At 7:44 PM, slot attendant Maria came over to my machine. She said, "Hi sir, how can I help you?" She smiled and made eye contact. I asked her if she could break a $100 bill. I explained I preferred to play smaller bills so I could go to another slot if that one didn't work out. She smiled and with eye contact said she understood. She asked my preference in bills and counted them one at a time into my hand. She checked to see if there was anything else she could do for me. I asked her how the car drawing worked. She took her time and explained how I would enter my entries in the kiosk. She said they would be calling names at 8:00 PM. She said they would go on stage and select a case. She was friendly and her body language was open and engaging. She asked if there was anything else she could assist with and I said no. She wished me good luck and departed. I departed the slot at 8:06 PM after the beverage server circled back. My name was displayed on the machine but she never used it or thanked me. Maria was neatly groomed with a clean uniform and wore a visible name tag. She was not eating, drinking, or chewing gum during our interaction. I did not hear her make any inappropriate remarks about the casino or other players, nor did I see her engage in any inappropriate behavior, personal chat, or horseplay. The slot machine functioned properly and was well maintained.
Candle Evaluation
 Type of MachineDenominationResponse TimeIssue Reported
Candle #1SlotPenny02:35Change
Table 100% (30/30)
General Information  
Were the tables open during your visit?
Yes
0/0
Type of Table:
Twenty One
0/0
Time arrived at table:
8:12 PM
 
Table number:
BJ 7
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hello, how are you?
 
2. Was your name used during interaction with staff?
Yes
2/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you? (If the staff member offered any future assistance, mark Yes.)
Yes
2/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed?
Yes
2/2
7. Was staff wearing a name tag?
Yes
2/2
8. Did the staff make eye contact?
Yes
2/2
9. How long did you spend at this table?
21:00
 
10. What was your average wager?
$10
 
Description of Dealer  
...Name
Katrina
 
...Gender
Female
0/0
...Age
30-40
0/0
...Height
5 ft 8 in
 
...Hair Color
Blond
0/0
Dealer Skills  
1. Was the Dealer greeting arriving players verbally and politely?
Yes
2/2
2. Your Players Club card is accepted when offered with your cash or chips?
Yes
2/2
3. Did the Dealer wish players good luck at initial buy-in?
Yes
2/2
4. When changing shifts, did arriving and departing dealers greet players verbally and politely?
N/A
0/0
5. In the event of a dispute, did the dealer immediately call a supervisor?
Yes
2/2
6. Were the cards and numbers called in a manner appropriate to the table?
Yes
2/2
Performance  
1. Were buy-ins and check changes of over $100 clearly called out?
Yes
2/2
2. Were checks and money handled in a careful manner and at a good pace?
Yes
2/2
Dealer #1 Comments:
At 8:12 PM, I approached Blackjack table BJ 7. Dealer Katrina smiled and welcomed me saying, "Hello, how are you?" I said well and placed my money on the table. She picked up it and my player's card. She placed the card on the side of her table, counted my money, and set up the bills and my chips. She offered smaller chips for side bets and I declined. She called out the amount and Scott (male; 60+ years old; 5'8" tall; gray hair), the pit supervisor, came over in seconds. He looked at the bills and chips and approved the exchange, stating the amount. He entered my card and returned it to me, using my name and wishing me good luck. Katrina pushed my chips to me and also wished me good luck. Katrina was helpful with card totals and was encouraging. She was efficient and positive. She engaged in only appropriate conversations and sought to make our play fun. No errors were observed and pays were correct. I asked her where the player's card area was located. She said they had just one and it was at the entrance. She gave me good directions and was helpful. I reached a $50 loss and got up to depart at 8:34 PM. Katrina thanked me for playing at her table and wished me good luck. She made eye contact and smiled throughout the interaction. She was dressed in a clean uniform with a name tag. The pit supervisor had a clean and pressed jacket, tie, and a name tag. There were no dealer changes, comp requests, marker requests, or disputes at the table during my play.
Gift Shop 94% (34/36)
Performance  
Did you visit the gift shop?
Yes
0/0
Time entered store:
8:50 PM
 
Time exited store:
8:59 PM
 
Activity Level in store:
Quiet
0/0
Total Spent in Store:
$5
 
Transaction #:
45678
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hi, welcome, do you need help finding something?
 
2. Was your name used during interaction with staff?
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you and invite you back? (If the staff member offered any future assistance, mark Yes.)
Yes
2/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed and wearing a nametag?
Yes
2/2
7. Did the staff make eye contact?
Yes
2/2
8. If the staff was engaged, were waiting guests acknowledged with gestures or eye contact?
Yes
2/2
9. Did the staff appear to listen carefully to your request?
Yes
2/2
10. Was the staff knowledgeable about the merchandise?
Yes
2/2
11. Were requests handled without excessive delays or interruptions?
Yes
2/2
12. Was your wait in line shorter than 2 minutes?
Yes
2/2
13. Was the bill accurately itemized and totaled?
Yes
2/2
14. Was the time stamp and date accurately printed on receipt and was receipt legible?
Yes
2/2
15. Was the charge or cash payment conveniently and accurately handled?
Yes
2/2
Description of staff member:  
...Name
Kylie
 
...Gender
Female
0/0
...Age
51-60
0/0
...Height
5 ft 3 in
 
...Hair Color
Black
0/0
Appearance  
1. Was the area clean and in general well maintained?
Yes
2/2
2. Were the counters and/or tables thoroughly clean?
Yes
2/2
3. Were all advertisements, posters, and promotions in good condition and current?
Yes
2/2
Gift Shop or Travel Plaza Comments:
At 8:50 PM, I entered the gift shop. The associate, Kylie, smiled and said, "Hi, welcome, do you need help finding something?" I said I was just browsing. She smiled and said, "Just let me know if you need anything." I browsed the store and asked the price of an item. The associate was friendly and helpful. I chose an item and went to the cash register. There were no other customers in the store and I was served immediately. The associate said, "Did you find everything you needed?" I said yes and she offered to wrap the item I purchased in tissue. She asked if I had a player's card and said I would get a 10 percent discount. She made small talk during the transaction. She asked where I was from and if I was enjoying my stay. She invited me back to see their summer stock. I used a credit card and she asked for my identification, processed my transaction, and provided an accurate receipt. She thanked me for coming and wished me luck but didn't address me by name. It was a very nice customer service experience. The gift shop was small and very well laid out. It did not look cluttered. The merchandise was of nice quality and unique. The shelves, counter, and floors were all very clean. The associate was not eating, drinking, or chewing gum.

Question

Score

Answer

"Super Star"
Exceptional Guest Service  
Exceptional Guest Service Comments:
Katrina, the dealer at table BJ 7, was helpful with card totals and was very encouraging. She was efficient and positive. She engaged in only appropriate conversations and sought to make our play fun. She didn't have any errors and she paid everyone correctly. I asked her where the player's card area was located. She said they had just one and it was at the entrance. She gave me good directions and was helpful. She went above and beyond.
General Information  
Arrival Date:
4/15/2021
 
Arrival Time:
6:20 PM
 
Were you greeted upon entering the casino?
Yes
0/0
Departure Time:
10:50 PM
 
Were you greeted upon leaving the casino?
Yes
0/0
Security 100% (14/14)
Time of interaction:
7:32 PM
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Good evening.
 
2. Were you provided with quick and efficient service?
Yes
2/2
3. Did staff thank you or offer a pleasant parting remark?
Yes
2/2
4. Was staff professional in appearance and manner?
Yes
2/2
5. Was staff neatly groomed and wearing a nametag?
Yes
2/2
6. Did the staff make eye contact?
Yes
2/2
7. Did the attendant speak clearly and was s/he easily understood?
Yes
2/2
Description of Security Officer  
...Name
Ray
 
...Gender
Male
0/0
...Age
51-60
0/0
...Height
5 ft 10 in
 
...Hair Color
Grey
0/0
Security Casino Comments:
At 7:32 PM on Thursday, April 15, 2021, there were four security officers at the entrance. Ray smiled as we approached and softly said, "Good evening." I stopped and asked him if the casino had a high limit table gaming area. He smiled and said they did. He gave me great directions explaining the high limit was at the end of the main aisle. He said if I went right upon entering, I would walk to the very end and that's where it was. He was helpful and informative. I thanked him and he wished me good luck. He was dressed in a clean uniform with a name tag. He was professional in approach, smiled, and made eye contact. He did not eat, drink or chew gum.
Facility 96% (54/56)
Exterior 88% (14/16)
1. Were all exterior signs clean and operational?
Yes
2/2
2. Were the parking areas in good condition, well marked and free of debris?
Yes
2/2
3. Were all outdoor lighting fixtures clean and in working condition?
Yes
2/2
4. Was the building exterior free from damage?
Yes
2/2
5. Was the building exterior clean?
Yes
2/2
6. Were all walkways in good condition and free of debris?
Yes
2/2
7. Did the lawn, flowerbeds and shrubs appear to be healthy and free of debris?
Yes
2/2
8. Were all areas of unsightly equipment, supply storage or trash bins were kept from public view?
No
0/2
9. Exterior Picture #1
10. Exterior Picture #2:
Exterior Comments:
I arrived at 6:20 PM, and observed the exterior of the building. All exterior signs were on and working properly. Each appeared clean and in good condition. Parking areas were marked and clean. They were in good condition and free of debris. Exterior lights and signs were on and working properly. The building was clean and in excellent condition, with no worn or damaged areas observed. Walkways were not worn and were clean and undamaged. Fences and retaining walls were clean and not worn or damaged. Landscaped areas and flower beds looked good considering it was early in the spring. They were also free of debris. There was an exposed and unsightly dumpster at the entrance to the parking garage. Trash cans were not overflowing but one was damaged in the parking lot.
Interior 100% (14/14)
1. All doors free of damage and glass was streak free?
Yes
2/2
2. Were the floors and/or carpet free of debris and in good condition?
Yes
2/2
3. Were the wall fixtures, lights and any artwork free of dust and clean?
Yes
2/2
4. Were all lights working properly?
Yes
2/2
5. Were the service elevator doors clean and free of marks?
Yes
2/2
6. Was the temperature comfortable?
Yes
2/2
7. Was the ventilation system keeping the smoke smell to a minimum?
(N/A if this is a non-smoking location)
Yes
2/2
Comments:
At 6:25 PM, I arrived at the entrance. The entrance doors and glass were clean and in excellent condition. Frames were free of nicks and scratches. Floors and carpeted areas were clean and in like-new condition with no worn or damaged areas. Floors were also free of debris. No stains or soiled areas were observed. Walls and ceilings were also in like-new condition and very clean. Wall fixtures and art were clean and dust-free. All interior lobby light fixtures were clean and dust-free. Each worked properly with no burned-out bulbs seen. Windows and sills were clean. All were free of smudges and streaks. Window treatments were clean and in excellent condition, with no wear or damage seen. Service doors were free of marks, scratches, and damage. Furniture was in excellent condition, damage-free and clean. Work areas were clean and tidy. The temperature was comfortable. All restaurants were in the lobby and each was attractive and inviting. Marketing materials were current and all in new condition. Planters were clean and attractive.
Casino Appearance 100% (10/10)
1. Were all tables free of tears, stains or damaged areas?
Yes
2/2
2. Were all slots operational and clean?
Yes
2/2
3. Were the tables and slots continually bussed of debris, soiled ashtrays and glasses?
Yes
2/2
4. Was the floor in the casino free of debris?
Yes
2/2
5. Were glasses removed every 15 minutes from main aisles and beverage area collection points?
Yes
2/2
Casino Appearance Comments:
At 6:40 PM, the casino table games area was brightly lit and all tables colorful. The felt tops were clean and free of tears and stains. The layouts were clearly marked and easy to understand. The pit supervisors and the beverage servers were attentive to debris and empty cups and glasses. Table game floors and slot area floors were kept spotlessly clean. Carpets were free of stains, soil, wear, and debris. EVS staff and security officers, along with slot attendants, kept areas organized and tidy. I did not see any incident reports being filled out and I did not observe any incidents. The walls and ceilings were clean and in excellent condition. The lights were all on and working properly. Fixtures and lamps were clean and dust-free. Service doors were clean and free of marks. The furniture was clean and damage-free. Workstations were organized and clean, and the temperature was comfortable.
Restroom 100% (16/16)
Time of Restroom visit:
8:42 PM
 
1. Which restroom was visited?
Men's
0/0
2. What was the location of the restroom?
Near main casino bar
 
3. Were the counter tops and sinks clean and dry?
Yes
2/2
4. Were all of the sinks operational?
Yes
2/2
5. Were the mirrors clean and dry?
Yes
2/2
6. Were the toilet fixtures operating smoothly?
Yes
2/2
7. Were commodes/urinals thoroughly clean?
Yes
2/2
8. Were the paper supplies and soap adequately stocked?
Yes
2/2
9. Was the trash receptacle clean and not overflowing?
Yes
2/2
10. Was the air fresh and odor free?
Yes
2/2
Restroom Comments:
At 8:42 PM, I checked the men's restroom near the main casino bar. This restroom was smaller yet very clean and up to date in appearance. All lights were on and working properly. The walls, ceilings, and floors were clean, dry, and in good repair. Countertops and sinks were clean and in excellent condition. Mirrors were spotlessly clean. All fixtures worked properly and were in like-new condition, with no wear or damage noted. The sinks and toilets were not worn or damaged. Toilets flushed properly and were clean. Soap dispensers were well maintained, clean, and properly functioning. Trash receptacles were not overflowing or dirty.
F&B 92% (130/142)
Casual Dining 85% (46/54)
Did you eat at a casual dining location?
Yes
0/0
Which casual dining location did you visit?
Craze Deli
 
Arrival Time:
7:17 PM
 
Departure Time:
7:26 PM
 
# in your party
2
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hi.
 
2. Was your name used during interaction with staff?
No
0/2
3. Was staff professional in appearance and manner?
Yes
2/2
4. Was staff neatly groomed and wearing a nametag?
Yes
2/2
5. Did the staff make eye contact?
Yes
2/2
6. Did the staff utilize every opportunity to upsell?
No
0/2
7. Did staff thank you? (If the staff member offered any future assistance, mark Yes.)
Yes
2/2
8. If you had to wait in line, did the line move efficiently?
Yes
2/2
9. Was the time from order placement to the time the transaction was completed appropriate?
Yes
2/2
10. How long did it take from the time you placed your order until it was completed?
08:04
 
11. Were the food and beverage portions consistent and adequate?
Yes
2/2
12. Did the food and beverages taste fresh?
Yes
2/2
13. Did the food and beverages match the menu descriptions or special requests?
Yes
2/2
14. Were your foods cooked appropriately?
Yes
2/2
15. Were your hot items hot and your cold items served cold?
Yes
2/2
16. Were vacated tables cleared quickly?
Yes
2/2
17. Did the staff refrain from lingering intrusively near tables?
Yes
2/2
18. Were the menus clean and free from tears?
Yes
2/2
19. Were the menu signs clearly visible, clean and accurate?
Yes
2/2
20. Were the counters thoroughly clean and free from damage?
No
0/2
21. Were the tables sturdy with no wobbles?
Yes
2/2
22. Were the chairs and banquettes thoroughly clean and free from damage?
No
0/2
23. Were the service/side stations and visible service areas clean and tidy?
Yes
2/2
24. Was the interior clean and neatly setup?
Yes
2/2
25. Did the environment seem secure and comfortable?
Yes
2/2
26. Was your order announced clearly?
Yes
2/2
27. Was the sound system's volume level and quality appropriate to the environment?
N/A
0/0
28. Was the self-serve condiment area clean, tidy and fully stocked?
Yes
2/2
29. Were the self-serve utensils and napkins readily available?
Yes
2/2
Description of staff member:  
...Name
Luz
 
...Gender
Female
0/0
...Age
Over 60
0/0
...Height
4 ft 10 in
 
...Hair Color
Gray
0/0
Casual Dining Comments:
I arrived at the Craze Deli at 7:17 PM. Luz was conversing with another employee on the other side of the counter. I waited for a full minute before Luz came up to me. She smiled, made eye contact, and said, "Hi." She looked at me expectantly, waiting for me to order. I ordered two Reuben sandwiches at 7:20 PM. I attempted to add soup, but Luz said, "No more soup." She did not attempt an upsell or suggest additional items. I then added a fruit cup to my order. Luz stated the amount due, and I paid with my credit card. She didn't address me by name. I gave her a $3 cash tip. She sincerely thanked me and wished me a good evening. I received my complete order after eight minutes and four seconds. Luz thanked me again. Luz was professionally dressed with a visible name tag and was neatly groomed. I observed her sneaking a bite and yawning behind the counter. The Reuben sandwiches were hot, fresh, and delicious. They were well assembled and neatly wrapped. The fruit cup was fresh and properly chilled. The menu display was clear, simple, and items were priced accordingly. The self-serve beverage and condiment areas were clean and stocked. The dining counter, banquettes, and three tables were sticky to the touch. There was food debris on one of the tables.
Slot Beverage Server 100% (20/20)
Did you have an interaction with a slot beverage server?
Yes
0/0
Time:
7:42 PM
 
Total of drink (zero if no charge):
$0
 
Tip:
$1
 
Slot number:
ST 567 RV 56
 
1. Greeted by cocktail server within 7 minutes?
Yes
2/2
2. Cocktail Server greeted guest with smile, eye contact, and pleasant salutation?
Yes
2/2
3. Cocktail server displayed alert, positive body language?
Yes
2/2
4. Drink delivered within 6 minutes after placing order?
Yes
2/2
5. Cocktail napkin/coaster presented for each drink ordered?
Yes
2/2
6. Area properly maintained (trash, empty drinks removed; ashtray changed)?
Yes
2/2
7. Server spoke clearly in a polite and friendly manner? Used phrases such as "Thank you," and "You're welcome,"? Server was attentive, natural, courteous and unpretentious?
Yes
2/2
8. Server offered a sincere, "Thank you," when tip was given?
Yes
2/2
9. Server appropriately attired in a clean uniform? Hair and hygiene appropriate and name tag visible?
Yes
2/2
10. Server returned within 15 minutes to offer refills?
Yes
2/2
Slot Beverage Server Comments:
At 7:42 PM, I placed my card in the machine and started my play. At 7:48 PM, beverage server Mirtha came through the area. She called out, "Cocktails." We made eye contact and she came over and asked what I would like to drink. I asked for orange juice and my guest a hot tea. She confirmed sweeteners in the tea and departed. Mirtha returned and served the drink at 7:54 PM. She served each drink with care and with a cocktail napkin. I handed her a dollar tip and she warmly thanked me. I asked her what time the next drawing was for the car. She said it was just a few minutes away, at 8:00 PM. She said we should be sure to listen to see if our names were called. She said she hoped we were called. She smiled and made eye contact throughout the interaction. She wished us good luck when she departed. She was neatly dressed in a clean uniform with a name tag. At 8:06 PM, she returned to the area checking to see if we wanted additional beverages. She was also seen picking up empty glasses and keeping the area clean.
Table Beverage Server 90% (18/20)
Did you have an interaction with a table beverage server?
Yes
0/0
Time:
8:12 PM
 
Total of drink (zero if no charge):
$3.50
 
Tip:
$1.50
 
Table number:
BJ 7
 
1. Greeted by cocktail server within 7 minutes?
No
0/2
2. Cocktail Server greeted guest with smile, eye contact, and pleasant salutation?
Yes
2/2
3. Cocktail server displayed alert, positive body language?
Yes
2/2
4. Drink delivered within 6 minutes after placing order?
Yes
2/2
5. Area properly maintained (trash, empty drinks removed; ashtray changed)?
Yes
2/2
6. Cocktail Server displayed current knowledge of casino and any promotions?
Yes
2/2
7. Server spoke clearly in a polite and friendly manner? Used phrases such as "Thank you," and "You're welcome,"? Server was attentive, natural, courteous and unpretentious?
Yes
2/2
8. Server offered a sincere, "Thank you," when tip was given?
Yes
2/2
9. Server appropriately attired in a clean uniform? Hair and hygiene appropriate and name tag visible?
Yes
2/2
10. Server returned within 15 minutes to offer refill?
Yes
2/2
Table Beverage Server Comments:
At 8:12 PM, I sat at Blackjack table BJ 7. Beverage server Jenna came over to my table at 8:21 PM. She asked, "Would anyone like a beverage or cocktail?" I asked for a Coors Lite and others also ordered drinks. Jenna departed and returned with the drinks at 8:25 PM. She served each with a cocktail napkin. She was polite in tone when requesting $3.50 as payment. I handed her a five and told her she could keep the change. She thanked me with a warm tone and a nice smile while making eye contact. I asked her where the Poker Room was located. She said it was just one floor down and explained the stairs were the quickest way there. This was very helpful. She wished me good luck and departed. My beverage was excellent in taste and flavor. Jenna was neatly attired in a clean uniform with a name tag. She maintained the area well, picking up glasses as she delivered beverages and kept the area free of debris. Jenna returned to offer additional beverages and drinks at 8:31 PM. I did not order an additional drink.
Bar 96% (46/48)
Did you visit the Bar?
Yes
0/0
Which Bar did you visit?
Prestige
0/0
Arrival Time:
9:28 PM
 
Departure Time:
9:55 PM
 
# in your party
1
 
Bartender  
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hi, how are you doing?
 
2. Was your name used during interaction with staff? (if applicable)
N/A
0/0
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you?
Yes
2/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed?
Yes
2/2
7. Was staff wearing a nametag?
Yes
2/2
8. Did the staff make eye contact?
Yes
2/2
9. Did the bartender greet you at the bar?
Yes
2/2
10. Did the staff utilize every opportunity to upsell?
No
0/2
11. Were menus preset on tables and bar, or provided by bartender?
Yes
2/2
12. Were first drinks served within 3 minutes of seating at bar counter (within 5 minutes of seating at cocktail table)?
Yes
2/2
13. Were fresh complimentary snacks available at the bar?
Yes
2/2
14. Was another drink offered?
Yes
2/2
15. Was the back bar shelves and counters neat, clean and professional in appearance?
Yes
2/2
16. Was the bar counter neat and tidy?
Yes
2/2
17. Were the bar supplies carefully arranged?
Yes
2/2
18. Was the bar counter free from damage (except as theme related)?
Yes
2/2
19. Were beverages served neatly and attractively, without spills?
Yes
2/2
20. Was ashtray clean at arrival to the bar?
Yes
2/2
Drinks  
1. Was a portion control device used for drink preparation?
Yes
2/2
2. Was the beverage flavor good and well-balanced?
Yes
2/2
3. Did beverage portions seem normal and adequate?
Yes
2/2
4. Were drinks adequately heated, chilled or iced?
Yes
2/2
5. Were garnishes fresh and appropriate?
N/A
0/0
6. Were stirrers or straws served as appropriate?
Yes
2/2
Description of bartender:  
...Name
Lazaros (Larry)
 
...Gender
Male
0/0
...Age
21-30
0/0
...Height
6 ft 1 in
 
...Hair Color
Blond
0/0
Casino Bar Comments:
At 9:28 PM, I approached the Prestige Bar on the entry level. Bartender Lazaros (Larry) came over to us and nicely said, "Hi, how are you doing?" I said well. He asked what we would like. We said we were thirsty and initially asked for an Arizona Tea. We said we would have a drink in a few moments. Our teas were served and $7 nicely requested. I paid with a $10 and he returned the proper change. I asked for a receipt and he provided it. We finished the tea quickly and Larry asked if we wanted another or a cocktail. I asked for a rum and pineapple juice and my guest a Diet Cherry Coke. Larry prepared each with care using a bar gun to portion one potion into my glass. My drink was served on a cocktail napkin. My drink was not garnished. Larry politely requested $3.50 for the cocktail and I gave him a five, leaving the rest as his tip. Larry was very busy but still engaging. I asked about the car giveaway and he explained a guest had just won one. He spoke highly of the promotion. We finished our drinks and got up to depart at 9:55 PM. Larry thanked us, then wished us a good evening and good luck. He was dressed in a clean uniform with a name tag. Our drinks were all served cold and each was refreshing. My cocktail had a good mix of ingredients. Larry smiled and made eye contact throughout the interaction. Larry did not provide options in rums and did not try to upsell to top-shelf brands. The bar counter was not worn or damaged. The counter was tidy and free of spills, sticky areas, and scratches. The supplies were neatly arranged and presented.
Valet  
Valet Arrival 67% (12/18)
Did you use the Valet service?
Yes
0/0
Time of Valet arrival:
6:34 PM
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hello.
 
2. Was your name used during interaction with staff?
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Was staff professional in appearance and manner?
Yes
2/2
5. Was staff neatly groomed and wearing a nametag?
Yes
2/2
6. Did the staff member make eye contact?
Yes
2/2
7. When it was your turn, were you greeted at your car within 30 seconds?
No
0/2
...If not, how long did you wait before being acknowledged?
01:00
 
8. Was the automobile area congested or hectic?
Yes
0/0
9. Was the automobile arrival area clean?
Yes
0/0
10. Were you given a claim ticket?
Yes
2/2
11. Were you given clear verbal directions for retrieving your car?
No
0/2
Description of staff member:  
...Name
Joe
 
...Gender
Male
0/0
...Age
31-40
0/0
...Height
5 ft 10 in
 
...Hair Color
Red
0/0
Valet Arrival Comments:
At 6:34 PM, I pulled into the casino's entrance driveway behind a car that had also just arrived. A third car was also in the drive already waiting. I waited my turn and valet Joe came to my car in one minute. Joe said, "Hello." The valet area was slightly hectic and congested. I exited my car and Joe, with eye contact and a smile, asked my name. He never used it in our conversation, though. He provided a slip for my car but did not review the retrieval process. I asked where I could get a burger. He suggested Craze Deli. He pointed out where it was located just to the left as I entered. He said they had lots of options and they were all great. I thanked him and handed him a $2 tip. He warmly thanked me and wished me good luck. Joe was neatly groomed and wore a name tag. His uniform was clean and in good condition. The automobile area was clean and no dirt or debris was present.
Valet Departure 91% (20/22)
Time of Valet departure:
10:47 PM
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
How are you?
 
2. Was your name used during interaction with staff?
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you and invite you back? (If the staff member offered any future assistance, mark Yes.)
Yes
2/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed?
Yes
2/2
7. Was staff member wearing a name tag?
Yes
2/2
8. Did the staff member make eye contact?
Yes
2/2
9. Was your car brought within 6 minutes of your request?
Yes
2/2
10. Was the automobile area congested or hectic?
No
0/0
11. Was the automobile departure area clean?
Yes
2/2
12. Were personal items untouched (i.e., controls, seat, radio, money, etc..)?
Yes
2/2
Description of staff member:  
...Name
Thomas
 
...Gender
Male
0/0
...Age
51-60
0/0
...Height
6 ft 3 in
 
...Hair Color
Grey
0/0
Valet Departure Comments:
At 10:47 PM, I walked up to the valet kiosk and scanned my ticket. My name came up on the large screen. I waited and at 10:50 PM, my car was seen coming into the driveway. It was driven with care. Valet Thomas exited my car and I assisted my guest in. Thomas waited for me at my door. He smiled and said, "How are you?" I said well, we had a good time. He said he was pleased. I asked Thomas what time the casino opened in the morning. He said they opened at 8:30 AM, but the valet was open before that, offering the option to get there before the casino opened. He was positive and helpful. I thanked him and handed him a $2 tip. He thanked me and showed his appreciation. He wished me a good evening. My auto was brought back in the same condition as when I left it. The mirror, radio, and seat position were in the same place. I had left a small amount of change and a $1 bill in my cup holder. All was still there. Thomas was neatly dressed in a clean uniform. He had a name tag on. The valet area was not congested or hectic. My name appeared on the screen that Thomas had access to but he didn't use it.
Player's Club 82% (18/22)
Time of interaction:
6:40 PM
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hello.
 
2. Was your name used during interaction with staff?
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you? (If the staff member offered any future assistance, mark Yes.)
No
0/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed?
Yes
2/2
7. Was staff wearing a name tag?
Yes
2/2
8. Did the staff make eye contact?
Yes
2/2
9. Did the attendant address all of your needs and questions adequately?
Yes
2/2
10. Did the attendant speak clearly and was s/he easy to understand?
Yes
2/2
11. Did the attendant explain how to use your Player's Club card?
N/A
0/0
12. Did the attendant explain how many points you must earn to enter promotions or earn rewards?
N/A
0/0
13. Were the benefits of being a Player's Club card member explained to you?
N/A
0/0
14. Were any current promotions fully explained to you?
Yes
2/2
Description of Club Desk Attendant  
...Name
Krista
 
...Gender
Female
0/0
...Age
31-40
0/0
...Height
5 ft 8 in
 
...Hair Color
Black
0/0
Player's Club Card Comments:
At 6:40 PM, I entered the line at the player's card area. There were three workers. I waited only seconds in line. Krista said, "Hello," when I was approaching. I handed her my ID and asked for a replacement player's card. She made eye contact and with a smile thanked me when I handed it to her. She found me in seconds and printed a replacement card. She reviewed the benefits I had on my card and asked that I swipe it at the kiosk. She said they had some offers which were new on cards so she did not know about them. She said I would see them at the kiosk. She said I also needed to enter my entries in the car giveaway drawing at the kiosk. She asked if I needed anything else and I asked if I had any money on my card. She said I had just over a dollar available. I thanked her and she wished me good luck and asked that I enjoy my evening. She did not use my name or thank me. She was neatly dressed in a clean uniform and name tag. She did not eat, drink or chew gum.
Casino Cashier 80% (16/20)
Did you interact with a cashier?
Yes
0/0
Time of interaction:
7:35 PM
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hi, how are you tonight?
 
2. Was your name used during interaction with staff? (N/A if you didn't present your ID or player's card.)
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you? (If the staff member offered any future assistance, mark Yes.)
No
0/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed and wearing a nametag?
Yes
2/2
7. Did the staff make eye contact?
Yes
2/2
8. How long did you wait in line to reach the cashier?
00:00
 
9. Did the attendant speak clearly and was s/he easily understood?
Yes
2/2
10. Were cards, checks and money handled in a careful manner and at a good pace?
Yes
2/2
11. Were money and checks clearly and verbally counted and presented neatly to guest?
Yes
2/2
Description of Cage Attendant  
...Name
Adam
 
...Gender
Male
0/0
...Age
51-60
0/0
...Height
5 ft 7 in
 
...Hair Color
Grey
0/0
Casino Cashier Comments:
At 7:35 PM, there were four windows open when I entered the line at the cage. There was no wait. Cashier Adam with a smile and eye contact said, "Hi, how are you tonight?" I handed him my ID and asked to cash a check. Adam had an upbeat approach and entered my information. He had me select my account and asked the amount. He processed my transaction with ease, returning my ID back to me. He did not use my name at any time. Adam offered choices in bills and counted them back to me one at a time, placing them on the counter. He asked if there was anything else he could do for me. I asked how long the buffet was open, and he said he thought 1:00 AM, but he would check. He went to a list on the wall behind him and returned and gave me the hours. I thanked him and he said, "You're welcome, good luck." He did not thank me. Adam was neatly attired in a clean uniform with a name tag. He did not eat, drink, or chew gum during our interaction.
Slot 88% (28/32)
Did you have an interaction with a slot attendant?
Yes
0/0
General Information  
Time arrived Slot Machine area:
7:42 PM
 
Level of activity:
Empty
0/0
Denomination:
Penny
0/0
Slot number:
ST 567 RV 56
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hi sir, how can I help you?
 
2. Was your name used during interaction with staff?
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff offer you assistance and provide you with options when appropriate?
Yes
2/2
5. Did staff thank you? (If the staff member offered any future assistance, mark Yes.)
No
0/2
6. Was staff professional in appearance and manner?
Yes
2/2
7. Was staff neatly groomed?
Yes
2/2
8. Was staff wearing a name tag?
Yes
2/2
9. Did the staff make eye contact?
Yes
2/2
10. Was all information, advice or corrections given in a pleasant and helpful manner?
Yes
2/2
11. Staff refrained from engaging in distracting behavior, personal chat or horseplay?
Yes
2/2
Description of Slot Employee  
...Name
Maria
 
...Gender
Female
0/0
...Age
31-40
0/0
...Height
5 ft 
 
...Hair Color
Brown
0/0
Performance  
1. Was the slot game working correctly?
Yes
2/2
2. Did your Club card work correctly?
Yes
2/2
Turn on your change candle and monitor how much time elapses before an attendant arrives to assist you.  
3. Was the change and maintenance service readily available within 3 minutes of signaling?
Yes
2/2
...If not, how long before an attendant assisted you with change?
02:35
 
4. Did the slot employee count your money back to you?
Yes
2/2
5. If a delay is required to repair a machine or obtain a payoff, was the time required estimated?
N/A
0/0
6. In closing, did the slot employee thank player or offer an appropriate comment?
Yes
2/2
...What was the comment?
Good luck!
 
Slot Game Procedures Comments:
At 7:42 PM, I sat down at the slot. I placed my card into the machine and pressed the service button. At 7:44 PM, slot attendant Maria came over to my machine. She said, "Hi sir, how can I help you?" She smiled and made eye contact. I asked her if she could break a $100 bill. I explained I preferred to play smaller bills so I could go to another slot if that one didn't work out. She smiled and with eye contact said she understood. She asked my preference in bills and counted them one at a time into my hand. She checked to see if there was anything else she could do for me. I asked her how the car drawing worked. She took her time and explained how I would enter my entries in the kiosk. She said they would be calling names at 8:00 PM. She said they would go on stage and select a case. She was friendly and her body language was open and engaging. She asked if there was anything else she could assist with and I said no. She wished me good luck and departed. I departed the slot at 8:06 PM after the beverage server circled back. My name was displayed on the machine but she never used it or thanked me. Maria was neatly groomed with a clean uniform and wore a visible name tag. She was not eating, drinking, or chewing gum during our interaction. I did not hear her make any inappropriate remarks about the casino or other players, nor did I see her engage in any inappropriate behavior, personal chat, or horseplay. The slot machine functioned properly and was well maintained.
Candle Evaluation
 Type of MachineDenominationResponse TimeIssue Reported
Candle #1SlotPenny02:35Change
Table 100% (30/30)
General Information  
Were the tables open during your visit?
Yes
0/0
Type of Table:
Twenty One
0/0
Time arrived at table:
8:12 PM
 
Table number:
BJ 7
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hello, how are you?
 
2. Was your name used during interaction with staff?
Yes
2/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you? (If the staff member offered any future assistance, mark Yes.)
Yes
2/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed?
Yes
2/2
7. Was staff wearing a name tag?
Yes
2/2
8. Did the staff make eye contact?
Yes
2/2
9. How long did you spend at this table?
21:00
 
10. What was your average wager?
$10
 
Description of Dealer  
...Name
Katrina
 
...Gender
Female
0/0
...Age
30-40
0/0
...Height
5 ft 8 in
 
...Hair Color
Blond
0/0
Dealer Skills  
1. Was the Dealer greeting arriving players verbally and politely?
Yes
2/2
2. Your Players Club card is accepted when offered with your cash or chips?
Yes
2/2
3. Did the Dealer wish players good luck at initial buy-in?
Yes
2/2
4. When changing shifts, did arriving and departing dealers greet players verbally and politely?
N/A
0/0
5. In the event of a dispute, did the dealer immediately call a supervisor?
Yes
2/2
6. Were the cards and numbers called in a manner appropriate to the table?
Yes
2/2
Performance  
1. Were buy-ins and check changes of over $100 clearly called out?
Yes
2/2
2. Were checks and money handled in a careful manner and at a good pace?
Yes
2/2
Dealer #1 Comments:
At 8:12 PM, I approached Blackjack table BJ 7. Dealer Katrina smiled and welcomed me saying, "Hello, how are you?" I said well and placed my money on the table. She picked up it and my player's card. She placed the card on the side of her table, counted my money, and set up the bills and my chips. She offered smaller chips for side bets and I declined. She called out the amount and Scott (male; 60+ years old; 5'8" tall; gray hair), the pit supervisor, came over in seconds. He looked at the bills and chips and approved the exchange, stating the amount. He entered my card and returned it to me, using my name and wishing me good luck. Katrina pushed my chips to me and also wished me good luck. Katrina was helpful with card totals and was encouraging. She was efficient and positive. She engaged in only appropriate conversations and sought to make our play fun. No errors were observed and pays were correct. I asked her where the player's card area was located. She said they had just one and it was at the entrance. She gave me good directions and was helpful. I reached a $50 loss and got up to depart at 8:34 PM. Katrina thanked me for playing at her table and wished me good luck. She made eye contact and smiled throughout the interaction. She was dressed in a clean uniform with a name tag. The pit supervisor had a clean and pressed jacket, tie, and a name tag. There were no dealer changes, comp requests, marker requests, or disputes at the table during my play.
Gift Shop 94% (34/36)
Performance  
Did you visit the gift shop?
Yes
0/0
Time entered store:
8:50 PM
 
Time exited store:
8:59 PM
 
Activity Level in store:
Quiet
0/0
Total Spent in Store:
$5
 
Transaction #:
45678
 
1. Were you greeted with a smile?
Yes
2/2
...What was the greeting?
Hi, welcome, do you need help finding something?
 
2. Was your name used during interaction with staff?
No
0/2
3. Were you provided with quick and efficient service?
Yes
2/2
4. Did staff thank you and invite you back? (If the staff member offered any future assistance, mark Yes.)
Yes
2/2
5. Was staff professional in appearance and manner?
Yes
2/2
6. Was staff neatly groomed and wearing a nametag?
Yes
2/2
7. Did the staff make eye contact?
Yes
2/2
8. If the staff was engaged, were waiting guests acknowledged with gestures or eye contact?
Yes
2/2
9. Did the staff appear to listen carefully to your request?
Yes
2/2
10. Was the staff knowledgeable about the merchandise?
Yes
2/2
11. Were requests handled without excessive delays or interruptions?
Yes
2/2
12. Was your wait in line shorter than 2 minutes?
Yes
2/2
13. Was the bill accurately itemized and totaled?
Yes
2/2
14. Was the time stamp and date accurately printed on receipt and was receipt legible?
Yes
2/2
15. Was the charge or cash payment conveniently and accurately handled?
Yes
2/2
Description of staff member:  
...Name
Kylie
 
...Gender
Female
0/0
...Age
51-60
0/0
...Height
5 ft 3 in
 
...Hair Color
Black
0/0
Appearance  
1. Was the area clean and in general well maintained?
Yes
2/2
2. Were the counters and/or tables thoroughly clean?
Yes
2/2
3. Were all advertisements, posters, and promotions in good condition and current?
Yes
2/2
Gift Shop or Travel Plaza Comments:
At 8:50 PM, I entered the gift shop. The associate, Kylie, smiled and said, "Hi, welcome, do you need help finding something?" I said I was just browsing. She smiled and said, "Just let me know if you need anything." I browsed the store and asked the price of an item. The associate was friendly and helpful. I chose an item and went to the cash register. There were no other customers in the store and I was served immediately. The associate said, "Did you find everything you needed?" I said yes and she offered to wrap the item I purchased in tissue. She asked if I had a player's card and said I would get a 10 percent discount. She made small talk during the transaction. She asked where I was from and if I was enjoying my stay. She invited me back to see their summer stock. I used a credit card and she asked for my identification, processed my transaction, and provided an accurate receipt. She thanked me for coming and wished me luck but didn't address me by name. It was a very nice customer service experience. The gift shop was small and very well laid out. It did not look cluttered. The merchandise was of nice quality and unique. The shelves, counter, and floors were all very clean. The associate was not eating, drinking, or chewing gum.