Aquatic Manager

Job Description

The Aquatic Manager position entails leading and managing all aquatic staff in upholding Aqua-Tots Swim Schools Core Values and brand standards consistently to provide customers with 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 Aquatic 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 AJT Core Behaviors during all team and family interactions
• Maintain a high level of engagement and ensure satisfaction in aquatics for families
• Continue to educate families in the Aqua-Tots ‘Learn to Swim’ program to meet their needs
• Assist the General Manager (GM) in the management of class schedules within the POS system
• 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 withdrawals
• Manage the progression of all students
• Assist the GM with ensuring all aquatic staff maintain Aqua-Tots quality and consistency through excellent customer service

• Oversee the hiring and training of aquatic team
• Manage and document aquatic staff disciplinary action
• Maintain and document aquatic staff certifications
• Assist GM with managing aquatic staff schedules
• Assist GM with quarterly 5x5x5’s for aquatic team
• Manage attendance and shift coverage for aquatic team schedules

• Build a team environment and promote the Aqua-Tots culture among aquatic team
• Review aquatic team assessments and schedule to review with teammates
• Ensure aquatic team provides effective parent and child feedback, addresses concerns, and provides solutions
• Manage and meet regularly with underperforming aquatic teammates
• Review and create action plans from Deck Supervisor reports
• Manage monthly aquatic team meetings and In-Service Trainings
• Manage monthly Deck Supervisor meetings
• Assist GM in planning and holding quarterly team-building activities

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

• Aqua-Tots Water Safety Instructor (AT-WSI) Certification
• Co-Teacher Certification
• CPR and First Aid Certifications
• Aqua-Tots Front Desk Staff (AT-FDS) Certificate of Completion

• Full time position, 38+ hours per week
• Days and hours vary based on the school’s needs
• Minimum of 2 Deck Supervision shifts per week
• Minimum of 2 shifts per week teaching swim lessons
• Allocate time weekly for training and conducting instructor assessments – time based on demand
• Allocate time weekly in the lobby for parent interaction

• 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 but not required
• Customer service experience preferred
• Management experience preferred

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

• Experience leading a team (developing, coaching, redirecting, and motivating)
• Strong hospitality skills (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 (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 (sets an appropriate and positive example; maintains a positive attitude even when times are challenging; self-identifies opportunities; communicates change in a positive and compelling way)
• Pays attention to detail (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; takes steps to avoid similar problems in the future)
• Team building (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 (consistently speaks and writes clearly and uses appropriate language; expresses thoughts clearly, and responses are thorough and thoughtful)
• Strong social skills (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 meant to cover or contain a comprehensive list of activities, duties, or responsibilities required for this position. Responsibilities, duties, and activities may change at any time with or without notice.