Hospitality - Gaming Industry Specialists

Since 1999 many leading NSW Registered Clubs have used and continue to use this report as a vital tool in evaluating staff and system performance in customer service, image and presentation standards as well as in regulatory compliance. At OOPS we customise our reports for each individual club.

We are able to provide you with detailed information on your Club from a patron’s perspective in a detailed evaluation report.  The report covers all areas of the Club and includes the following:

  • Staff attitude, presentation and grooming
  • Regulation system and compliance
  • Club image and presentation standards
  • Housekeeping and cleanliness
  • Service delivery and response times
  • Greeting, acknowledgement and fare-welling
  • On-site sales, marketing skills of staff
  • Effective telephone skills
  • Membership advantages and benefits

The results of the visits are compiled into a comprehensive report which includes:

  • Online evaluations
  • Cover notes for Report interpretation
  • Graphic and statistical representations of results

The Club Report includes the following areas:

  • Foyer
  • Membership
  • Bar
  • Gaming
  • Restrooms
  • Telephone
  • Catering – Bistro, Coffee Shop, Restaurant
  • Website

In addition to the Club Report, we provide equally comprehensive evaluations on other areas:

  • Security
  • Merchandise Store
  • Bottle Shop
  • Health Club / Gym
  • Guest (Accommodation)
  • Auditorium
  • Kids Room
  • Auditorium
  • Function Sales
  • Day Spas
  • Social Media

Combining the results with your Management’s expertise, systems and aspirations with our expertise we structure strategies for improved Service Skills, capitalising on strengths in your Club and improving on any weaknesses. 

There is the capability to incorporate specific questions and requests to provide a tailored report.
The reports provide valuable information to management in pursuit of improved customer service and trading outcomes.

Commonly, during a one month period four (4) visits are made to the Club, whereby each Mystery Snoop evaluates and completes a Club Report and additional reports as requested. These comprehensive reports are received through our secure website within 24 hours of the visit.
We also believe that it is important to meet and discuss with you the report findings, therefore we present to you personally the report in hardcopy in addition to the online reporting program.

OOPS employees spend approximately 2-3 hours in your Club per visit so as to gain a complete picture of the Club, “not a snap shot”. All our “Mystery Snoops” are employed by OOPS and under go continual training on the standards and procedures along with updates on the “changing environment” of the Club industry. 


Call the team at OOPS on +61 2 9799 7799 to discuss your needs.