Information
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Property Name:
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Conducted on
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Audited Conducted by:
POOL
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Enter Pool Attendant Name:
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Enter Pool Name:
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Pool Attendant uses appropriate verbiage and is "On Stage"<br><br>- Use appropriate verbiage with genuine delivery (e.g. "Certainly", "My Pleasure", "Immediately", "I would be happy to") o It is not acceptable to use slang or hotel jargon (e.g. 86’d, DND) <br>- Smile and maintain eye contact<br>- Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)<br>- Engage in genuinely warm conversation to connect to your emotions<br>- Only engage in work-related conversation with other employees when guests present o Includes cell phone and radio conversations<br>- Offer to escort guests rather than pointing out directions
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Pool Attendant anticipates need(s):<br><br>- Employee must offer a service/solution/opportunity to meet an anticipated need<br>- Employee did not anticipate guest needs<br>- Employee not present (RC)<br>- Insufficient time allowed to anticipate need(s)<br>
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Pool Attendant enhances emotional engagement (positive):<br><br>- Employee not present <br>- If facility unattended and no directions on how to summon attendant were posted<br>- Emotional engagement negatively influenced <br>- Emotional engagement not influenced (positively or negatively)<br>- Employee not present (RC)<br>
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Pool Attendant enhances emotional engagement (negative):<br><br>- confident<br>- integrity<br>- pride<br>- passion<br>
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Pool Attendant assists with guest's needs must minimally:<br><br>- Towels to each guest<br>- Umbrella or canopy at outdoor pools (RC) It is acceptable if employee directs you to shaded seating If seated in shaded area, observe other guests' experience<br>- Explain amenities and services offered at pool (e.g. rental equipment)<br>- Offer 1 complimentary amenity or service (e.g. chilled face towels, food offering, cold water spritz) per hour (RC)<br>- Clear and straighten vacated chairs
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Pool attendant offers assistance in a timely manner:<br><br>- Employee must be present and offer assistance within 3 minutes of arrival<br>- Employee not present when required (RC)<br>- Eye contact or acknowledgement not provided<br>- Guest name not used<br>- No smile<br>
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Employee owns and resolves guest's requests and opportunities immediately:<br><br>- Listen actively<br>- Empathize - Express empathy<br>- Apologize and assume ownership <br>- Resolve the problem and also provide an extra touch that goes beyond mere resolution<br>- Notify the guest to confirm their satisfaction and record the problem in Mystique<br><br>
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Pool Attendant takes pride in and takes care of personal appearance:<br><br>- Meet standards of dress:<br>- Be in uniform: Clean and pressed and Consistent amongst all employees in the same uniform<br>- Name badge worn on left side <br>- Service pins - maximum 2 <br>- Shoes: Polished <br>
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Pool Attendant provides a warm welcome (Three Steps of service):<br><br>- Make immediate eye contact, smile and acknowledge you<br>- Provides eye contact and smiles throughout the warm welcome<br>- Employee asks for name and uses it throughout transaction<br><br>
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Pool Attendant provides a fond farewell (Three Steps of Service):<br><br>- Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)<br>- Offer additional assistance (e.g. “Is there anything else that I can do for you?”, “Is there anything else that you need?”)<br>- Mention their own name at any time during encounter - RCDC - It is acceptable for name not to be offered if already provided in a previous encounter
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Pool Cleanliness - Floor
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Pool Condition - Floor
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Pool Cleanliness - Walls, Doors, Ceiling, Windows/Treatments
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Pool Condition - Walls, Doors, Ceiling, Windows/Treatments
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Pool Cleanliness - Furniture, Equipment, Décor Items
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Pool Condition - Furniture, Equipment, Décor Items
