General ManagerJob DescriptionThe 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 ResponsibilityThe General Manager is responsible for providing leadership and management in the following areas of School Operations :Customer Service and SalesEnsure all Front Desk and Aquatic staff adhere to the Aqua-Tots Core Values during all staff and customer interactionsMaintain a high level of customer engagement and ensure overall customer satisfactionEducate customers in the Aqua-Tots 'Learn to Swim' program in order to sell the proper swim lessons to meet their needsOversee Office Manager (OM) and Aquatic Manager (AM) in the management of class schedulesOversee Front Desk staff in the tracking and converting of all In-Water EvaluationsOversee AM in reviewing all scheduled and completed In-Water EvaluationsOversee 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 issuesOversee AM in the follow up with curriculum or instructor related student dropsOversee OM in the follow up with facility or scheduling related student dropsOversee AM in the management of student progressionOversee 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 facilitiesSet sales goals, track and review all incoming and outgoing sales, and implement a sales goal incentive plan for all staffHuman ResourcesLead the AM and OM in staff managementLead the hiring, training, mentoring, assessing, and scheduling of all staffOversee all documented staff disciplinary actionEnsure all staff certifications are properly documented and currentManage own weekly schedule to accommodate the school needsOversee schedules, attendance, and shift coverage for all staffReview and approve all submitted staff time sheetsStaff ManagementBuild a team environment and promote the Aqua-Tots culture among all staffEnsure all staff provides effective parent and child feedback, addresses concerns, and provides solutionsEnsure AM and OM meet regularly with any underperforming staffFollow up on any action plans created from Deck Supervisor reportsEnsure AM and OM are conducting Staff Meetings and In-Service TrainingEnsure AM is conducting Master Instructor Meetings and Deck Supervisor MeetingsProvide guidelines for AM and OM to hold quarterly team building activitiesFacility ManagementEnsure the interior and exterior of the facility adhere to the brand standard in overall appearanceEnsure the pool, pump room, and pool environment adhere to the Aqua-Tots brand standard in overall appearance, safety, and cleanlinessEnsure overall school safety for staff and customersReview all incident reports and take appropriate action when necessaryFinancial / AccountingBuild, manage, and adhere to the school budgetAdhere to all required franchise accounting and reporting proceduresProcess and submit payroll to accountantMarketingImplement grassroots, local, and franchise level marketing campaignsWork with local marketing agencies to execute marketing strategiesGeneral Manager Certification RequirementsAqua-Tots Water Safety Instructor (AT-WSI) CertificationAqua-Tots Front Desk Staff (AT-FDS) Certificate of CompletionCertified Pool Operator (CPO) CertificationCPR and First Aid CertificationsGeneral Manager Position Type / Expected Work Hours / Time AllocationFull-time, salaried positionDays and hours vary based on school's need and season40+ hours per weekMinimum of 3 shifts per week at the Front DeskMinimum of 6 hours per week meeting with management, reviewing assessments, and observing aquatics to evaluate lesson quality and consistencyMinimum QualificationsHigh School Graduate or GED equivalent, Bachelor's Degree preferredAt least 18 years of ageValid Driver's LicenseOpen availability2 years Management experience preferredPreferred QualificationsOperations 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 DutiesThis job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required for this position.
