The General Manager position consists of leading and managing all school 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 General Manager is responsible for providing leadership and management in the following areas of School Operations:

Customer Service and Sales

• Ensure all Front Desk and Aquatic staff adhere 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
• Oversee Office Manager (OM) and Aquatic Manager (AM) in the management of class schedules
• Oversee Front Desk staff in the tracking and converting of all In-Water Evaluations
• Oversee AM in reviewing all scheduled and completed In-Water Evaluations
• Oversee OM and AM in responding to any customer service issues, instructor or curriculum related feedback received via social media, e-mail communication, and in-person issues
• Oversee AM in the follow up with curriculum or instructor related student drops
• Oversee OM in the follow up with facility or scheduling related student drops
• Oversee AM in the management of student progression
• Oversee OM and AM to ensure all Aquatic and Front Desk Staff maintain Aqua-Tots quality and consistency in providing excellent lessons, customer service, and school facilities
• Set sales goals, track and review all incoming and outgoing sales, and implement a sales goal incentive plan for all staff

Human Resources

• Lead the AM and OM in staff management
• Lead the hiring, training, mentoring, assessing, and scheduling of all staff
• Oversee all documented staff disciplinary action
• Ensure all staff certifications are properly documented and current
• Manage own weekly schedule to accommodate the school needs
• Oversee schedules, attendance, and shift coverage for all staff
• Review and approve all submitted staff time sheets

Staff Management

• Build a team environment and promote the Aqua-Tots culture among all staff
• Ensure all staff provides effective parent and child feedback, addresses concerns, and provides solutions
• Ensure AM and OM meet regularly with any underperforming staff
• Follow up on any action plans created from Deck Supervisor reports
• Ensure AM and OM are conducting Staff Meetings and In-Service Training
• Ensure AM is conducting Master Instructor Meetings and Deck Supervisor Meetings
• Provide guidelines for AM and OM to hold quarterly team building activities

Facility Management

• Ensure the interior and exterior of the facility adhere to the brand standard in overall appearance
• Ensure the pool, pump room, and pool environment adhere to the Aqua-Tots brand standard in overall appearance, safety, and cleanliness
• Ensure overall school safety for staff and customers
• Review all incident reports and take appropriate action when necessary

Financial/Accounting

• Build, manage, and adhere to the school budget
• Adhere to all required franchise accounting and reporting procedures
• Process and submit payroll to accountant

Marketing

• Implement grassroots, local, and franchise level marketing campaigns
• Work with local marketing agencies to execute marketing strategies

General Manager Certification Requirements

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

General Manager Position Type/Expected Work Hours/Time Allocation

• Full-time, salaried position
• Days and hours vary based on school's need and season
• 40+ hours per week
• Minimum of 3 shifts per week at the Front Desk
• Minimum of 6 hours per week meeting with management, reviewing assessments, and observing aquatics to evaluate lesson quality and consistency

Minimum Qualifications

• High School Graduate or GED equivalent, Bachelor's Degree preferred
• At least 18 years of age
• Valid Driver's License
• Open availability
• 2 years Management 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., role 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; and builds excitement within the team to gain their consensus)

Capable of developing others (i.e., role 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; and 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; and 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.