Review internal policy drafts for clarity, missing steps, responsibilities, and sections needing management or legal review.
Core details of the current policy draft under review
Current status of the policy review
Paste or edit the current policy draft below
| Policy Section | Issue Found | Why It Matters | Suggested Fix | Review Owner |
|---|---|---|---|---|
| Eligibility wording | "Eligible rated guests" is not defined | Staff may apply rule inconsistently | Define eligibility criteria or reference approved campaign list | Marketing Manager |
| Guest problem handling | "If the guest has a problem" is too vague | Staff need clear escalation steps | Replace with specific dispute or redemption issue process | Rewards Desk Manager |
| Campaign period | "Unless otherwise stated" is unclear | Redemption dates may be misunderstood | Require exact start and end dates on all offers | Marketing / Rewards |
| Management approval | "Approved by management" does not name level | Approval authority may be unclear | Define supervisor, manager, or senior management authority | Casino Operations |
| Staff recording | "Record redemptions in the system" lacks detail | Missing audit trail risk | Specify system field, timing, and responsible role | Rewards Desk / Finance |
| Missing Step | Related Section | Risk if Missing | Suggested Addition | Priority |
|---|---|---|---|---|
| Verify campaign offer code | Redemption process | Wrong offer may be loaded | Add step to confirm campaign code before redemption | High |
| Check redemption date and time | Campaign validity | Expired offers may be accepted | Add date/time validation step | High |
| Document declined redemption | Exception handling | Guest disputes may lack record | Add declined redemption log requirement | Med |
| Escalate unusual cases | Supervisor review | Staff may guess instead of escalating | Add escalation path for unclear cases | High |
| Reconcile daily redemptions | Recordkeeping | Finance and marketing may not match totals | Add daily reconciliation process | Med |
| Task / Decision | Responsible | Approver | Consulted | Informed | Notes |
|---|---|---|---|---|---|
| Create campaign eligibility list | Marketing Coord. | Marketing Mgr | Player Development | Rewards Desk | Must be approved before campaign launch |
| Verify guest eligibility | Rewards Desk Staff | Rewards Desk Supv | Marketing (if unclear) | Guest Services | Must use approved system data |
| Handle redemption dispute | Rewards Desk Supv | Shift Manager | Marketing / Security | Casino Operations | Follow escalation process |
| Approve exception | Shift Manager | Casino Ops Mgr | Compliance (if req.) | Finance | Tool cannot approve exception |
| Reconcile free play redemptions | Finance Analyst | Finance Manager | Marketing / Rewards | Casino Operations | Daily or post-campaign reconciliation |
R = Responsible • A = Approver • C = Consulted • I = Informed
| Term Used | Other Term Found | Problem | Recommended Standard Term | Notes |
|---|---|---|---|---|
| "Free play" | "Promo credit" | May confuse staff and guests | Free Play | Use one term throughout policy |
| "Guest" | "Player" | Mixed wording | Guest | Use “guest” for service-facing language |
| "Redemption desk" | "Rewards Desk" | Department naming inconsistency | Rewards Desk | Match official department name |
| "Supervisor" | "Manager" | Approval level unclear | Define exact role | Use position titles consistently |
| "Campaign period" | "Promotion window" | Same meaning used differently | Campaign Period | Use one term in rules and policy |
| Situation | Required Review Level | Escalation Trigger | Final Decision Owner | Notes |
|---|---|---|---|---|
| Normal redemption | Rewards Desk Staff | None if system confirms eligibility | Rewards Desk Supervisor | Follow normal process |
| Guest not on eligibility list | Rewards Desk Supervisor | Guest disputes eligibility | Shift Manager | Do not manually add without approval |
| Expired offer | Shift Manager | Guest claims different date | Marketing Manager | Check offer wording and campaign rules |
| High-value exception | Casino Operations Manager | Exception above department limit | Senior Management | Requires documented approval |
| Possible compliance concern | Compliance / Legal Review | Unclear regulatory or legal issue | Authorized reviewer | Tool only flags review need |
| Flagged Item | Review Type Needed | Reason | Priority | Recommended Next Step |
|---|---|---|---|---|
| Exception approval wording | Management review | Approval level is not specific | High | Define authority limits |
| Guest identification requirements | Compliance / Legal review | ID handling may be regulated | High | Confirm wording with compliance/legal |
| Promotional terms | Legal / Compliance review | Guest-facing offer terms must be accurate | High | Review before campaign release |
| Record retention | Management / Compliance review | Retention period not stated | Med | Add approved retention reference |
| Manual overrides | Management review | Could create audit risk | High | Define when overrides are allowed |
Who has final authority to approve exceptions?
Which system must staff use to verify eligibility?
What exact fields must be recorded after redemption?
What happens if the guest disputes eligibility?
Who reviews expired offer disputes?
Are ID requirements compliant with local rules?
This tool supports policy review only. It does not provide legal advice.
It does not approve, finalize, or publish policies. It does not replace compliance, legal, HR, finance, regulatory, or management review.
Any section involving legal rights, guest data, identification, discipline, surveillance, responsible gambling, credit, exclusion, or regulatory compliance must be reviewed by authorized professionals.
Final policy approval must be documented by authorized management. All policy changes require human review and sign-off.
Generated for Aurora Crown Casino • Internal use only