2018 RC BSA - Pool Attendant

Employee must be present and offer assistance within 3 minutes of arrival

Make immediate eye contact, smile and acknowledge you

Provides eye contact and smiles throughout the warm welcome

Employee asks for name and uses it throughout interaction

Offer or provide:

o Towels to each guest

o 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

Explain amenities and services offered at pool (e.g. rental equipment)

Offer 1 complimentary amenity or service (e.g. chilled face towels, food offering, cold water spritz) per hour

Clear and straighten vacated chairs

A selection of minimum 5 different suntan lotions are available for complimentary use, for outdoor swimming pools

·         3 levels of SPF protection (between SPF8 and SPF50) provided in pump bottles

·         Supply of small plastic cups for dispensing

·         Trash can

Employee must offer a service/solution/opportunity to meet an anticipated need

If guest makes a special request employee must Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”

Offer alternatives that may help meet the need in another way

Offer further assistance to the guest (“Is there anything else I may assist you with?”, “Please let us know if there’s anything we can do to make your stay more enjoyable”,

Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)

Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)

Mention own name at any time during encounter

Employees are expected to provide a service experience that positively influences emotional engagement