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STEP 0 – ‼️PREPARATION

4 THINGS TO KNOW BEFORE YOU START YOUR POOLBOY SHIFT

1. Know the name of every guest
2. Know today’s activity of our in-house guests
3. Know Chef Jiwa’s Lunch Suggestion of the Day (FB Happenings)
4. Know the Sorbet of the Day (FB Happenings)

8 THINGS TO PREPARE WHILE WAITING FOR THE GUEST

1.PREPARE YOUR POOL TOWEL ROLLS

2.PREPARE YOUR TOWEL TRAY

3.PREPARE YOUR COLD TOWELS

4.PREPARE YOUR H20 FRESHNESS

5.PREPARE YOUR FRANGIPANI FLOWERS FOR H20

6.PREPARE YOUR WOODEN SERVICE SETS
>Cocktails & Mocktails – Lunch Menu – Ding-A-Ling
> Wooden holder with 3 lines

7.PREPARE YOUR TAPAS UNDERLINER FOR COLD TOWEL WELCOME RITUAL

8.MAKE SURE SNACKS OF THE DAY ARE READY

Preparation Standards Cold Towels

  • Towels must be rolled elegantly and symmetrically
  • Opening of the towels in the same direction
  • Presentation must look refined from both sides.
  • All towels must be the same color – Do not mix OFF WHITE with WHITE
  • Cold towels must be softly moist and refreshing
  • Towels must never drip or leak water
    Towels are rolled tidy and strong

❌ FOR YOUR REFERENCE

A PICTURE WITH

> Off White & White Mixed / NOT OK

> No love for the towel roll

> Towels NOT rolled elegantly and NOT symmetrically

Presentation Standards H2O

  • Infused water presentation must look fresh and elegant
  • Glassware spotless and polished.
  • Wooden tray presentation immaculate and 100% clean
  • Wooden Tag H20 with Minyak – Not dry
  • Tali Banana fresh
  • FRESH FRANGIPANI FLOWER WITH THE H20 BOTTLE

Rolling Standards Pool Towels

  • Towels must be rolled elegantly and symmetrically
  • Opening of the towels in the same direction
  • Presentation must look refined from both sides
  • TOWELS TO ROLL TIDY, TIGHT AND WITH LOVE

 

 

 

READ DGR DAILY
BEFORE YOU COME TO WORK

GUESTS ARRIVING AT POOL | APPROACH IMMEDIATELY | POOLBOY PRIORITY | DO NOT WAIT

Bring your towel tray with 2 towel rolls per guest

STEP X | WELCOMING THE GUEST

Provide a warm arrival experience at the pool

1. GREETING THE GUEST

  • Approach the guest with a genuine smile and elegant posture.
  • Maintain eye contact and use the guest’s name whenever possible.

“Good morning/afternoon Mr./Mrs. (Guest Name), welcome to The Lombok Lodge.”

(For first-time meeting)

2.INTRODUCE YOURSELF

  • Introduce yourself confidently and professionally.

“My name is Jumadil, and I am delighted to assist you during your time at our pool today.”

“Allow me to take care of your comfort during your stay at the pool area.”

3. ASK GUEST PREFERENCE

  • Politely ask the guest which sunbed or seating area they prefer.

“May I ask which area or sunbed you would prefer today?
“Would you prefer a sunbed near the pool, or do you prefer our Garden Lounge

4. ESCORT THE GUEST

  • Walk slightly ahead of the guest at a calm pace.
  • Lead the guest to the selected sunbed area.

Prepare the Sunbed

Upon arrival at the selected sunbed:
Open and adjust the sunbed backrest comfortably.

NEW Standard | Install Pool Towel

FIRST TOWEL PER PERSON

  • Place towel smoothly without wrinkles
  • Ensure towel is centered perfectly.
  • Present towel with luxury precision.

SECOND TOWEL PER PERSON

    • Install the 2nd towel as towel roll per person above the logo

LOGO STANDARDS

  • Logo must face the guest correctly.
  • Logo must never appear upside down.
  • Ensure visibility and symmetry.

EXPLAIN THE LOGO | THE LOMBOK LODGE HOSPITALITY

A symbolic representation of our beautiful island Lombok & The Gili Islands
.
THE LOMBOK LODGE LOGO EXPLAINED

THE CIRCLE
> The logo is a circle, similar to the outline of Lombok Island
THE 3 DOTS
> Outside of this circle, three dots represent the three Gili Islands
> The center dot appoints our BAGNO DI GILI
> BDG is our idyllic location on Gili Meno, my favourite place in the world.
> Gili Meno is often called the most breathtaking, most idylic of the Gili Islands
> The other island’s names are Gili Air, Gili Trawangan
MOUNT RINJANI
> At the heart of our logo, you’ll find a solitary/single dot that signifies Mount Rinjani
> Mount Rinjani is the second highest peak of Indonesia
> Mount Rinjani is the iconic volcanic peak that graces Lombok’s landscape

As we started the concept with the round logo,
the round logo is as well the logo for TLLM

TURTLE LOGO FOR THE PRIVATE VILLA ESTATE

> Icon is a turtle because so many eggs prefer our beach at The Estate to lay their eggs
> The nesting season runs from March through September
> Hatching & usually many baby turtles from May to November

SEA STAR LOGO FOR BAGNO DI GILI

SUB BRANDS ICONS

CHILI FOR OUR FINE CASUAL DINING RESTAURANT – FLAVORS LOMBOK
>Lombok is also a lesser-used word for chilli in Bahasa Indonesia
> Which has led many people to believe the island is named for its spicy cuisine

OLIVE FOR LOSTERIA LOMBOK
GRILL FOR OUR OFYR GRILL RESTO – AT THE ESTATE
WOOD LOGO HOTEL COLLECTION

IS THERE ANYTHING ELSE THAT I CAN DO FOR YOU?

STEP X | POOL BUTLER WELCOME RITUAL

BRING REFRESHMENT SET

EXPLAIN 2 ITEMS
COLD TOWEL + H20 REFRESHMENT

“Mr./Mrs. (Guest Name), please allow me to offer for you’

1. A refreshing cold towel for your comfort and relaxation.”

2.I prepared as well some super cold infused water to refresh your body

STEP X | POOL BUTLER SERVICE INFO

REMARK = 2ND SERVING – AFTER SERVING THE COLD TOWELS

EXPLAIN 3 ITEMS
BUTLER BELL DING-A-LING + MENUS – LUNCH SUGGESTION OF THE DAY

1. Our Ding-a-Ling or Pool Butler Bell
Your wish is my command

2. Our Pool Drinks and Menu – You will find our Pool Tapas & Bites under the International Menu Selection

3.Today’s Lunch Suggestion selection is (SEE FB HAPPENINGS)

STEP X | POOL BUTLER WATER RITUAL

= IMMEDIATELY AFTER 2ND SERVICE STEP


OFFER DETOX WATER / ICE WATER

May I offer you some Detox water of the day or regular ice water

I WILL

BE

BACK SOON

STEP X | WATER SERVING

NEW STANDARD

Welcome Drink Glass
*No Riedel Glass – *Reminder Welcome Drink is different from Riedel Glass
*No High Ball Glass

> Frozen Ice Cubes – FULL
*No melted Ice Cubes

STEP X | SORBET RITUAL

SERVING SORBET/POOL REFRESHMENT OF THE DAY

NEW – NOW FOR EVERY POOL GUEST – 1 X PER DAY SERVING
NO LONGER 1PM SERVING

> Record how may sorbet to order based on number of the guest
> Upload the order at Wa Guest Order by tagging TLL Number
> Upon serving, Folded napkin on hand (NO CRINKLE)

TO EXPLAIN SORBET OF THE DAY

> After 5 minutes pool boy is required to come to clean the cone from sorbet or stick from fruit skewer

**On tray: Granola plate ‘Kevala’ + napkin to clean the table

EXPLAIN SORBET OF THE DAY

⁠M O N D A Y – P O O L – R E F R E S H M E N T
JUICY WATERMELON STICKS

⁠T U E S D A Y – P O O L – R E F R E S H M E N T
HOMEMADE – PINNEAPLE – SORBET

 

⁠W E D N E S D A Y – P O O L – R E F R E S H M E N T
HOMEMADE PAPAYA SORBET

 

⁠T H U R S D A Y – P O O L – R E F R E S H M E N T
JUICY WATERMELON STICKS

 

⁠F R I D A Y – P O O L – R E F R E S H M E N T
⁠HOMEMADE LIME SORBET

⁠

S A T U R D A Y – P O O L – R E F R E S H M E N T
MIXED TROPICAL FRUITS SORBET

 

⁠S U N D A Y – P O O L – R E F R E S H M E N T
HOMEMADE MANGO SORBET

 

After 5 minutes pool boy is required to come to clean the cone from sorbet or stick from fruit skewer
**On tray: Granola plate ‘Kevala’ + napkin to clean the table

COCKTAIL SERVICE BY THE POOL

Taking the COCKTAIL order
**Notepad and black pen/pencil ready and ALWAYS WITH YOU

> Repeat the order to ensure the order is correct

> Record the order and upload to Wa Guest order

> Serve all paid drinks with Snack of the day

LUNCH SERVICE BY THE POOL

Taking the lunch order
**Notepad and black pen/pencil ready and ALWAYS WITH YOU

> Repeat the order to ensure the order is correct

> Record the order and upload to Wa Guest order

MAY I REPEAT YOUR ORDER PLEASE?


*ALWAYS REPEAT the order
*SHARE THE CORRECT ORDER TO KITCHEN
*TAKE PICTURE OF NOTEPAD ORDER & UPLOAD WA GUESTS ORDERS

LUNCH / TAPAS PREPARATION

> Preparations

EXTRA POOL TABLE
** LINE THE TABLES AT THE END OF THE SUNBEDS
** OPENING BETWEEN THE TWO TABLES

> Pizza plate/wooden underliner
> Standard Cutleries
> Bread plate
> Napkin
** NAT TO UNDER AREA
> PCS

**BALSAMIC + OLIVE OIL + TABASCO SET TO PREPARE FOR ITALIAN DISH ORDER
‼️MISSING ON THE PICTURE ‼️

SERVING LUNCH BREAD ASAP

> Serving lunch bread

**No lunch bread to serve when guest only order from TAPAS MENU OPTION

LUNCH / TAPAS SERVING

**To serve ladies first
**To explain the food being served

IS THERE ANYTHING ELSE I CAN DO FOR YOU?
> ENJOY YOUR LUNCH!

HAVE EYE FOR DETAILS – CHECK THE GLASSES
Would you like to have one more xxx

 

PREPARE YOUR GUESTS BILL

LUNCH CLEAR UP

> To bring wooden rectangle tray or round waiter tray – depend on the number of the order

> Have you finished? How was you (Nasi goreng)?

> May I take the plates?

> To take back extra pool table used for lunch set up

Offer dessert – Digestif – Coffee/tea – extra drinks

Would you like to have a dessert?
Would like to have a Coffee or Tea?

STEP 18 | CLEAN UP

CLEAN THE TABLE IMMEDIATELY AFTER GUEST HAVE FINISHED LUNCH

> Make Pool table 100% Empty
> Use anti septic spray & Lap for table top
> Use anti septic spray & Lap for every wooden item
**Including black wooden stand

** Clean up asap, do not keep the Pool table dirty longer than required

UPON FAREWELL

> To come to the guest as soon as they will leave the area

> Thank the guest and wish them for a pleasant stay!

Pool towel to clean up and mattress to put back to normal/flat

> Used pool towel to fold tidy – PUT ON TOWEL TRAY – and bring to Laundry

IMPORTANT REMINDERS

Walk thru palimanan floor instead of pool deck to avoid noise when you walk
> Guest to La Terrazza or Beach Area or to Pool = To tidy up guests towels & belongings

I WILL

BE

BACK SOON

SOCIAL TALK

> How was your waterfall trip yesterday?

> Did you visit our Bagno Di Gili already

> Do you know the meaning our logo?

EYE FOR DETAIL
EXCELLENCE IS NOT AN ACCIDENT

EYE FOR DETAIL

CHECK EMPTY GLASSES
CHECK EMTY SUNBEDS

> Would you like to have some more ice?
> Would you like to have another coffee?

POWERFULL SENTENCES AT TLLH

> Welcome in Lombok
> Welcome at the lombok lodge boutique hotel
> Welcome at lombok private villa estate

 

> Thank you for choosing the Lombok Lodge Hospitality

> How are you today?
> How are you feeling today?
> How is your day so far?

Good Morning
5am – 12h

Good Afternoon
between 12h and 5pm

Good Evening
between 5pm and 9pm

Good Night
when guests go to the room after dinner

Not sure? Not clear?
> Allow me to check with my supervisor, Mr. / Mrs.

After guests say thank you for your service
> It’s my pleasure to serve you, Mr. / Mrs.

After you offered service
> Is there anything else that i can do for you?

Any input, comments, suggestions from the guest
> Thank you, we appreciate your feedback, Mr. / Mrs.
I will share your input with my supervisor

Close to departure
> We are looking forward to have you again as our guests, Mr. / Mrs.

IS THERE ANYTHING ELSE THAT I CAN DO FOR YOU?

STUDY OUR POOL MENUS
and BE A PROUD BRAND AMBASSADOR

LUNCH MENU

BUTLER & TLLH ETIQUETTE

Butler Standards

  • Never point with fingers.
  • Use open palm gestures.