Title Page

  • Conducted on

  • Prepared by

  • Location
  • 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

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.