Compare approved policy language with SOPs, checklists, and working instructions.
Basic information about this alignment review
| Document Name | Document Type | Version | Last Updated | Approved By | Status | Notes |
|---|---|---|---|---|---|---|
| Promotional Free Play Redemption Policy | Approved Policy | v1.2 | 28 Apr 2026 | Marketing Director / Operations Manager | Approved | Primary document for comparison |
| Free Play Redemption SOP | SOP | v0.9 | 15 Apr 2026 | Rewards Desk Manager | Needs review | Wording does not fully match policy |
| Rewards Desk Redemption Checklist | Checklist | v0.7 | 10 Apr 2026 | Rewards Desk Supervisor | Needs review | Missing campaign code check |
| Busy Period Working Instruction | Working Instruction | Draft v0.4 | 5 May 2026 | Pending | Not approved | Contains risky shortcut language |
| Host Free Play Communication Guide | Job Aid | v0.8 | 20 Apr 2026 | Host Manager | Needs review | Needs clearer escalation wording |
| Policy Requirement | Operating Document Wording | Issue Type | Risk Level | Why It Matters | Suggested Follow-Up |
|---|---|---|---|---|---|
| Guests must be listed in approved eligibility file | "Guest appears eligible" | Weak wording | High | Staff may rely on judgment instead of approved file | Replace with exact eligibility verification step |
| Verify campaign code before loading free play | Checklist only says "Offer found" | Missing step | High | Wrong campaign offer may be loaded | Add campaign code check to checklist |
| Verify redemption date before loading | Not mentioned in SOP | Missing step | High | Expired or early redemption may occur | Add date validation step |
| Exceptions require supervisor escalation and Shift Manager approval | "Problems should be referred to a supervisor" | Incomplete approval level | High | Approval authority is unclear | Add supervisor escalation + Shift Manager approval |
| Declined redemptions must be recorded in exception log | "Record unusual cases" | Vague recordkeeping | Medium | Audit trail may be incomplete | Define exception log requirement |
| Daily redemption totals reconciled by Marketing and Finance | Not mentioned in SOP or checklist | Missing step | Medium | Financial review may be incomplete | Add daily reconciliation section |
| Staff may process known guests quickly | Working instruction allows shortcut | Conflicting instruction | High | May bypass required verification | Remove shortcut language |
| Hosts say free play "will be available" | Host guide may overpromise | Communication risk | Medium | Guest may expect guaranteed availability | Change to approved conditional wording |
| Missing Step | Required By Policy | Missing From | Priority | Owner | Recommended Addition |
|---|---|---|---|---|---|
| Verify approved eligibility file | Yes | SOP and checklist | High | Rewards Desk Manager | Add required eligibility file verification step |
| Confirm campaign code | Yes | Checklist | High | Rewards Desk Supervisor | Add campaign code field to checklist |
| Check redemption date | Yes | SOP and checklist | High | Rewards Desk Manager | Add start/end date validation |
| Record declined redemption | Yes | SOP and checklist | Medium | Rewards Desk Supervisor | Add exception log step |
| Reconcile daily redemption totals | Yes | SOP | Medium | Marketing / Finance | Add end-of-day reconciliation workflow |
| Define Shift Manager approval | Yes | SOP and working instruction | High | Casino Operations | Add approval authority section |
| Conflict | Approved Policy Position | Operating Document Position | Risk Level | Action Needed |
|---|---|---|---|---|
| Guest eligibility | Must use approved eligibility file | SOP says guest may be processed if they appear eligible | High | Remove judgment-based wording |
| Busy period processing | Full verification still required | Working instruction allows faster processing for known guests | High | Remove shortcut or require same controls |
| Exception approval | Shift Manager approval required | SOP only says supervisor review | High | Add correct approval level |
| Host communication | Offer must be verified at redemption | Host guide implies availability is guaranteed | Medium | Use conditional approved wording |
| Recordkeeping | Declined redemptions and exceptions logged | Checklist has no exception log item | Medium | Add recordkeeping checkbox |
| Task | Approved Policy Responsible Role | SOP / Checklist Role | Alignment Status | Follow-Up Needed |
|---|---|---|---|---|
| Verify guest identity | Rewards Desk Staff | Rewards Desk Staff | Aligned | No action needed |
| Verify campaign code | Rewards Desk Staff | Not assigned | Not aligned | Add owner to SOP and checklist |
| Approve exception | Shift Manager | Supervisor only | Not aligned | Correct approval role |
| Record declined redemption | Rewards Desk Staff / Supervisor | Not clearly assigned | Not aligned | Add specific role |
| Daily reconciliation | Marketing and Finance | Not included | Not aligned | Add reconciliation responsibility |
| Guest explanation | Rewards Desk / Hosts | Rewards Desk only | Partly aligned | Clarify host communication limits |
| Approved Term | Other Term Used | Document Where Found | Problem | Recommended Fix |
|---|---|---|---|---|
| "Free Play" | "Promo credit" | Working instruction | Could confuse staff and guests | Use "Free Play" throughout |
| "Approved Eligibility File" | "Guest list" | SOP | Less precise than policy | Use approved term |
| "Campaign Code" | "Offer code" | Checklist | May cause system lookup confusion | Use "Campaign Code" |
| "Exception Log" | "Unusual cases" | SOP | Too vague | Use "Promotion Exception Log" |
| "Shift Manager" | "Supervisor" | SOP | Wrong approval level | Use exact role title |
| Severity | Description | Example | Required Action |
|---|---|---|---|
| High | Conflict, missing control step, unclear approval authority | "Shortcut processing during busy periods" | Immediate management review |
| Medium | Vague wording, missing record detail, unclear handoff | "Record unusual cases" | Revise before release |
| Low | Minor wording difference that does not change meaning | "Guest" vs "player" in non-critical note | Standardize during next update |
| Needs Legal / Compliance | Wording may affect guest rights, regulated procedures, data, or promotional terms | "Guest-facing offer wording" | Send to authorized reviewer |
| Follow-Up Action | Department | Priority | Owner | Due Date | Status | Notes |
|---|---|---|---|---|---|---|
| Rewrite SOP eligibility wording | Rewards Desk | High | Rewards Desk Manager | 22 May 2026 | Open | Match approved policy language |
| Add campaign code check to checklist | Rewards Desk | High | Rewards Desk Supervisor | 21 May 2026 | Open | Add required checkbox |
| Remove busy period shortcut wording | Casino Operations | High | Operations Manager | 22 May 2026 | Open | No control bypass allowed |
| Clarify host communication wording | Hosts / Marketing | Medium | Host Manager | 23 May 2026 | Open | Avoid guaranteed wording |
| Add daily reconciliation step | Marketing / Finance | Medium | Finance Manager | 24 May 2026 | Open | Include Marketing and Finance review |
| Confirm exception approval role | Casino Operations | High | Shift Manager | 22 May 2026 | Open | Use approved authority level |
| Flagged Item | Review Type Needed | Reason | Priority | Recommended Next Step |
|---|---|---|---|---|
| Busy period shortcut instruction | Management / Compliance | May bypass required verification | High | Remove or send for formal review |
| Host “will be available” language | Legal / Compliance / Marketing | Could overpromise offer availability | Medium | Revise guest-facing wording |
| Exception approval mismatch | Management / Compliance | Approval level differs from policy | High | Correct SOP and checklist |
| Daily reconciliation missing | Finance / Management | Financial control step missing | Medium | Add reconciliation process |
| Guest eligibility wording | Compliance / Management | Eligibility must follow approved list | High | Align with approved policy wording |
This tool supports procedure alignment review only.
Final document changes must be approved by authorized management under official casino procedures.