Page 71 - Microsoft Word - Hot Shots CIM Version 1.9.2 Final

QUALITY

Maintaining an exceptional product and environment in every respect is critical to the
success of Hot Shots. STR will implement a customer feedback system and encourage
staff suggestions to enhance each Centre’s quality of service.

RISK MANAGEMENT

STR’s comprehensive risk management program will allow it to meet the operational
challenges that will be faced as part of its management of the Centre. Developing a risk
management plan will help us identify, mitigate or, ideally avoid problems in every case
before they occur.

Risks to be met will include:

• Cyber risk date security

• Fraud

• Adverse Weather conditions

• Competition
• Staff quality and retention

• Brexit

• Supply chain difficulties

• Licensing issues

• IT failure
• Regulation changes

HG&L Newcastle Ltd.’s Fraud Risk assessment is in Appendix 15

PRE-OPENING PLAN

Six months before the expected date of practical completion of the Centre, a fully costed
pre-opening programme will be presented by STR for approval. There is a tremendous
amount of work to completed before the “Grand Opening” of Hot Shots Newcastle. A
tailored pre-opening programme will ensure delivery of a well-managed transition from
the construction process through to opening and beyond. It will include all the actions
and their timing that need to be taken to permit the Centre to open one month after
Practical Completion (PC), during which time STR will be able to bring on and train its
full complement of staff. As a condition of PC, all the Centre equipment and IT hardware
and software, whether for the hospitality or golfing activity, must have been fitted and

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