Admin Scripts: First-Time Guest Onboarding

Admin Scripts: Greeting a New Guest

A new guest is someone visiting for the first time, or someone who hasn’t been for a long time and doesn’t know the current rules and rates. The first 5 minutes determine whether they’ll become a regular.

The script below is broken into visit stages. Use it as a checklist — you don’t have to deliver every word verbatim, but work through every stage.

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Stage 1: Greeting at the Entrance (10–20 seconds)

Goal: the guest should feel noticed and welcome.

"Hi! Is this your first time?"

[If yes]:
"Great, I'll explain everything — takes a minute."

[If not first time, but a while since their last visit]:
"Hey, good to see you again!
A few things have changed since you were here last — quick rundown if you're interested."

Don’t use: a formal “Good afternoon, how can I help you?” — too stiff for a gaming space.

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Stage 2: Explaining the Payment System (1 minute)

Goal: remove confusion at the register. Newcomers often don’t understand how payment works here.

"We use a balance system: you top up your account first,
then time is deducted from your balance.

How much would you like to put on to start?"

[If they ask how much to put on]:
"{{recommended_starting_amount}} is plenty to start —
that's roughly {{hours}} hours at the standard rate.

There are better value options if you top up more —
I can tell you about those if you're interested."

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Stage 3: Registration and Creating an Account

Goal: create a client profile in the system — needed for bonuses, history and notifications.

"I'll create an account for you — I just need your phone number.
You'll get a verification code via SMS."

[Get the number, create the profile]

"Done. You can use any name — whatever your gaming handle is."

If the client doesn’t want to share their number:

"No problem — you can play as a guest too, your bonuses and history
just won't be saved. If you change your mind — any time."

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Stage 4: App (optional, if available)

Goal: connect them to the mobile app for self-serve top-ups and notifications.

"One more thing — there's an IZI app {{app_name}},
you can see your balance there and top up without coming to the desk.

Want to install it while I show you to your seat?"

[If yes]:
"Here's the QR / link: {{app_link}}.
Log in with the phone number you just gave me."

[If no]:
"No worries — happy to share the link whenever. Or I can send it to WhatsApp if that's easier."

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Stage 5: Walk to the Seat and Start the Session

Goal: guest is seated, session is running, they’re comfortable.

"Follow me, I'll show you your seat."

[At the seat]:
"Session's started — your timer is here {{point to timer on screen or in system}}.

If anything doesn't work or you need help with settings —
just shout or come to the front desk."

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Stage 6: Brief Hall Tour (if time allows)

Only if no queue and the guest isn’t in a hurry.

"Quick look at what we've got:

— {{zone_name}} zone: {{description}}
— {{if VIP zone}}: {{description}}
— Bar: {{brief description}}
— Toilets: {{directions}}

Any questions — come find me. Enjoy your session 👊"

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Special Situations

Arrived with a group of friends

"There's {{number}} of you? Great —
there are seats together, I'll get you set up side by side."

[If no adjacent seats]:
"No adjacent seats at the moment — {{description}},
but {{pc_number}} frees up in about {{wait_time}}.
Want to wait, or would you prefer these seats {{alternative}}?"

Guest doesn’t speak the local language

[Try basic English]:
"Hi! First time here? Let me explain.
You add balance here — it's like prepaid.
How much would you like to add?"

[If that doesn't work — get a colleague or use a phone translator]

Guest is a minor

[Check club rules on age — script depends on your policy]

Standard response:
"We have an age restriction — {{club_rule}}.
You'd need {{what is required}}."

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First Visit Summary: What Matters

• Welcome and ask if it’s their first time
• Explain the balance system
• Create a profile (phone number)
• Offer the app once (no pressure)
• Show them to their seat and start the session
• Tell them where to get help if something doesn’t work

30-day retention starts in the first 5 minutes. A warm tone and a clear explanation is the whole foundation. The script helps you not miss a step, but it doesn’t replace genuine attention to the guest.

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Related: Upsell Scripts · Conflict Scripts · Admin Cheatsheet · Welcome Email Series · How to Retain New Clients