Pool Attendant Guest Interaction Script

Habarana Village Cinnamon

WELCOME A GUEST TO THE POOL.

Pool Attendant: Ayubowan, Mr/Ms. ……………………… (name of the guest if a repeater), I’m
………………………… (your name), I’ll be your pool attendant today, how may I assist you?

Guest: Can I have 3 towels please.

Pool Attendant: Certainly Madam/ Sir, may I know your name and the room number please?

Guest: I’m (David) and the room number is (805).

(After writing down the details)

Pool Attendant: Mr/Ms. ……………………… (name of the guest), do you prefer a lolo or a sunbed next to
our pool?

Guest: I’d prefer a sunbed

Pool Attendant: Absolutely Madam/ Sir, let me take you to the sunbeds. (when going down from the
steps) Please mind your steps Madam/ Sir.

(Always carry the towels with you. Direct the guest with open palms and arrange the sunbeds according
to the guest’s need.)

Pool Attendant: Mr/Ms. ……………………… (name of the guest), is this convenient for you?

Guest: Sure, it is thank you!

Pool Attendant: It’s my pleasure to do so Madam/ Sir, is there anything I can do for you?

Guest: No all good here.

Pool Attendant: Thank you, Mr/Ms, ……………………… (name of the guest), Have a wonderful evening/
noon (based of the time greet the guest)

CURTESY CHECK

(check if the guest is comfortable with the setup or need any other requests)

Pool Attendant: Mr/Ms. ……………………… (name of the guest), hope you are comfortable with the setup?

Guest: No all good here, thank you!

John Keells Group - Confidential

 UPSELLING

Do not overdo up-selling; follow the guest’s lead.

Pool Attendant: Mr/Ms. ……………………… (name of the guest), you also can enjoy some delicious cocktails
and snacks from our Martinis Bar near the pool area, so would you like to take a look at
our menu.

Guest: Yes please.

(inform the F&B team to assist the guest with the order taking)

BID FAIRWELL

(Make sure to smile and greet the guest when the guest leaving the pool area)

Pool Attendant: Hope you enjoyed Mr/Ms. ……………………… (name of the guest), Have a wonderful day

or see you tomorrow (if a long stay guest)

Guest: Thank You!

John Keells Group - Confidential