Aquatics Manager

Job Description

The Aquatics Manager position consists of leading and managing all Aquatic Staff in upholding Aqua-Tots Swim Schools Core Values and brand standards in order to provide customers with consistent, quality swimming lessons that adhere to the Aqua-Tots Curriculum Standards and provide excellent customer service in a safe and welcoming environment.

Areas of Responsibility

The Aquatics Manager is responsible for providing leadership and management in the following areas of Aquatic Operations:

Customer Service and Sales

• Ensure Aquatic Staff adheres to the Aqua-Tots Core Values during all staff and customer interactions
• Maintain a high level of customer engagement and ensure overall customer satisfaction 
• Educate customers in the Aqua-Tots ‘Learn to Swim’ program in order to sell the proper swim lessons to meet their needs
• Assist General Manager (GM) and Office Manager (OM) in the management of class schedules
• Track and review all In-Water Evaluation conversions and non-conversions
• Assist GM in responding to any customer service issues, instructor or curriculum related feedback received via social media, e-mail communication, and in-person issues
• Follow up with curriculum or instructor related student drops
• Manage the progression of all students
• Assist GM to ensure all Aquatic and Front Desk Staff maintain Aqua-Tots quality and consistency through excellent customer service
• Ensure staff meets all sales goals set by the General Manager

Human Resources

• Manage all Aquatic Staff
• Oversee the hiring, training, mentoring, assessing, and scheduling of Aquatic staff
• Manage and document Aquatic staff disciplinary action
• Maintain and document Aquatic staff certifications
• Manage own weekly schedule to accommodate the Aquatic needs
• Assist GM with managing Aquatic staff schedules
• Manage attendance and shift coverage for Aquatic staff
• Review and submit Aquatic staff time sheets to GM

Staff Management

• Build a team environment and promote the Aqua-Tots culture among Aquatic staff
• Ensure Aquatic staff provides effective parent and child feedback, addresses concerns and provides solutions
• Manage and meet regularly with underperforming Aquatic staff
• Review and create action plans from Deck Supervisor reports
• Manage monthly Aquatic Staff Meetings and In-Service Trainings
• Manage monthly Master Instructor Meetings and Deck Supervisor Meetings
• Manage quarterly team building activities

Facility Management

• Maintain the pool, pump room, and pool environment to ensure adherence to the Aqua-Tots brand standard in safety, cleanliness, and overall appearance  
• Ensure the safety of staff and customers
• Ensure completion and submission of incident reports when necessary 

Marketing

• Assist GM in implementing grassroots, local, and franchise level marketing campaigns

Aquatics Manager Certification Requirements

• Aqua-Tots Water Safety Instructor (AT-WSI) Certification
• Aqua-Tots Master Water Safety Instructor (AT-MWSI) Certification
• Certified Pool Operator (CPO) Certification (preferred)
• CPR and First Aid Certifications
• Aqua-Tots Front Desk Staff (AT-FDS) Certificate of Completion

Aquatic Manager Position Type/Expected Work Hours/Time Allocation

• Full time position, 32-40 hours per week
• Days and hours vary based on school’s need and season
• Minimum of 3 Deck Supervision shifts per week
• Minimum of 2 shifts per week teaching swim lessons 
• Minimum of 2 hours per week meeting time with GM 
• Minimum of 2 hours per week training and conducting instructor assessments - time based on demand
• Minimum of 1 shift per week in the lobby for parent interaction
• Minimum of 1 shift per week at the Front Desk

Minimum Qualifications

• High School Graduate or GED equivalent, Bachelor’s Degree preferred
• At least 18 years of age
• Valid Driver’s License

• Open availability
• Aquatic experience preferred
• Customer Service experience preferred

Preferred Qualifications

Operations experience (i.e., oversight of day-to-day operations, staffing, scheduling, goal-setting, financial, and budgetary responsibility)

Experience leading a team (i.e., developing, coaching, redirecting, and motivating)

Strong hospitality skills (i.e., models effective customer service behaviors; engages with families to form relationships; observes and provides timely feedback; tracks customer service metrics; identifies underlying causes behind complaints and provides feedback and actions for improvement; provides a compelling vision of what customer service should look like within the school; builds excitement within the team to gain their consensus)

Capable of developing others (i.e., models performance standards and explains the rationale behind them; observes and provides timely feedback; asks questions to understand barriers; uses multiple approaches to facilitate understanding; checks for understanding; crafts development plans; sets performance expectations; handles resistance to feedback effectively)

Influences by example (i.e., sets an appropriate and positive example; maintains a positive attitude even when times are challenging; self-identifies opportunities; and communicates change in a positive and compelling way)

Pays attention to detail (i.e., uses and maintains a process to monitor performance; identifies mistakes by carefully attending to subordinates; takes timely steps to correct mistakes; notifies others as appropriate; and takes steps to avoid similar problems in the future)

Team Building (i.e., motivates the team by effectively communicating goals, the rationale for those goals, and expresses confidence and enthusiasm in the team’s abilities to meet and exceed goals; clarifies individual roles and responsibilities; effectively resolves conflict, understands its impact, and takes actions to avoid its cause; measures progress and shares results celebrating success along the way)

Communicates Effectively (i.e., consistently speaks and writes clearly and uses appropriate language; expresses thoughts clearly, and responses are thorough and thoughtful)

Strong Social Skills (i.e., engaging eye contact, smiles, excellent posture and body language [e.g., leans forward nodding, appropriate hand gestures]; interacts in a professional manner and shows genuine interest; speaks with enthusiasm and excitement; speaks positively about others, and is responsive in a focused way)

Other Duties

This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required for this position. Responsibilities, duties, and activities may change at any time with or without notice.

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