GENERAL MANAGERS

Job Description

Job Description

SUMMARY STATEMENT

Under limited supervision, the General Manager manages all activities occurring at the site, including safety, customer service, swim instruction, front desk, childcare, snack bar, facilities management, scheduling, and pool maintenance. The General Manager is responsible for building the HFSS culture at their location and mentoring Site Supervisors, developing team cohesiveness and confidence. The GM ensures all Site Supervisors and employees foster a welcoming environment, creating a dynamic swim experience for each swimmer. They form outstanding, long-term positive relationships between Hubbard and its staff, vendors, customers, and the community. The GM swiftly and effectively solves problems with courtesy, tact, and sound judgment. This position requires leadership, organization, progressive decision-making, and personal responsibility.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This is a generalized job description. It defines the general character and scope of responsibilities. It is not intended to describe and does not necessarily list every duty for a given position.

1. Perform duties in a manner that exemplifies HFSS’s Core Values – Everyone is Family, Do Small Things With Great Love, Whatever It Takes, and Embrace Learning. Display those qualities in daily life and teach staff how to display those qualities in their lives.

2. Oversee operation of the HFSS location, ensuring a safe and properly maintained environment both inside and outside the pool area, including the pump room and outside the building.

3. Supervise location employees, including their work allocation, training, and problem resolution; evaluate performance and make recommendations for personnel actions; motivate employees to achieve peak productivity and performance.

4. Demonstrate commitment to customers and staff through professional presentation, initiative, enthusiasm, personal attention, follow-through, detail orientation, and flexibility.

5. Have comprehensive knowledge and understanding of HFSS Core Values, programs, systems, skills, progress reports, lesson techniques, regulations, and procedures.

6. Greet swimmers, parents, and staff warmly; develop positive relationships to create raving fans and loyalty.

7. Continuously educate customers and staff on company information, including new and existing programs and policies.

8. Swiftly and effectively resolve problems or disputes involving customers, employees, and/or vendors by clarifying issues, researching answers, and/or alternative solutions; implement solutions in a timely manner with good results; refer unresolved problems to the Director of Operations.

9. Be available for assistance & support, helping solve & confirm all follow-up was done to ensure Hubbard standards were met in working with staff, customers, or facilities.

10. Take overall responsibility for the health and safety of staff and swimmers, including knowledge of all emergency action plans.

11. Oversee operation of the lobby, retail area, snack bar, pool, pool deck, equipment/pump rooms, staff room, and showers ensuring facilities are clean, organized, free of litter, and safe.

12. Ensure arrangements are made for broken or unsafe equipment or facility repairs.

13. Confirm location has adequate swim equipment, retail, ribbons, bracelets, and office supplies.

14. Have comprehensive understanding of all customer service software; manage classes and family accounts effectively and assist HFSS team members.

15. Develop class and staff schedules; work with Personnel Manager when new hires are needed & current staff depart.

16. Oversee staff training, ensuring training schedules are followed and training review sheets are completed. Personally assist in training of Site Supervisors and Deck Supervisors.

17. Oversee staff schedules on each shift ensuring adequate breaks, subs, and Little Snapper classes.

18. Create, input, and manage staffing schedules, including change of seasons, replacements, and subbing, ensuring all shifts are staffed with at least one CPR/AED, lifesaving/guard certified.

19. Review and manage staff wages, including reviewing time clock reports per pay period, approving overtime.

20. Review pay scale and staff performance; initiate conversation with HFSS Systems regarding staff wages.

21. Review weekly enrollment reports as well as monthly P&L and Direct Debit reports.

22. Coordinate community events and outreach programs to promote HFSS.

23. Approve donations to local charities, events, and schools.

24. Hold permanent shifts in the water, on deck, or as Site Supervisor.

25. Perform miscellaneous job-related duties necessary for the specific location, including but not limited to teaching swim lessons.

26. Learn continuously and move steadily toward ‘expert status’ in specific job duties.

27. Lead in a manner that ensures a second person is capable of stepping into your position at a moment’s notice.

28. Be aware at all times that you are a “role model” to all customers, swimmers, and staff.

29. Adhere to all HFSS policies and procedures and provide feedback on their soundness and effectiveness.

30. Ensure all HFSS staff maintain a high level of customer service and follow all company policies and procedures.

31. Accurately document any noteworthy staff interactions, formal & informal, in a timely manner.

32. Meet weekly with Site Supervisors and the company operations team.

33. Communicate weekly with Pump Room Operations Manager to review pool chemistry and log sheets ensuring standards are followed.

34. Create and maintain a relationship with Site Supervisors that fosters teamwork, enthusiasm, and exemplifies the HFSS Core Values.

35. Communicate and mentor Site Supervisors regarding any issues or concerns related to class management, time clock reports, retail, and employee training. Ensure Site Managers are participating in the Mentoring Program.

36. Read and respond accordingly to daily site notes in a timely manner; follow up on any issues or concerns.

37. Attend staff meetings and training as scheduled.

ORGANIZATIONAL RELATIONSHIPS

Directly manages the work of Site Supervisors; indirectly responsible for all site personnel. Internally works regularly with the CEO and COO on planning activities and site-related issues; with Front Desk and Customer Support Specialists, Swim Instructors, Snack Bar employees, and Deck Supervisors on development and work-related issues. Works externally with customers, maintenance staff, and trade personnel.

MINIMUM JOB REQUIREMENTS

Bachelor’s degree with a minimum of 3 years job-related experience, including 1 year as a Site Supervisor. Must be able to work flexible hours, including 2 evening shifts and 1 weekend shift, with a minimum 2-3 years employment commitment to HFSS. Availability and understanding that 40+ hours/week is regular, with more than 5 hours overtime requiring Regional Manager approval. Must be available to provide assistance outside regular business hours or scheduled shifts. Emotional maturity and genuine interest in the character development of youth. Personal acceptance of HFSS’s 4 core values. Upon hire, current CPR/AED/FIRST AID, lifesaving/guard, CPO, and Food Managers certification required.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

Skills you must have because we cannot teach them to you:

• Warmth and Humor: The ability to draw customers in from first contact and make them feel like they WANT to become a part of the Hubbard Family. The ability to make customers and staff laugh and feel welcome. Demonstrate a passion for excellence.

• Communication: The ability to communicate clearly and professionally both verbally and in writing. Professionally and patiently handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.

  • Verbal Communication: The ability to quickly assess the needs and communication style of the customer/child and speak to them in their "language." The ability to make every customer believe they are the most important customer Hubbard has and that their issue or concern is of utmost importance.

  • Written Communication: The ability to convey warmth and tone through the written word. The ability to accurately and precisely convey the message the customer needs to hear/see so there is no misunderstanding about what happens next. Responds to customer inquiries by understanding the nature of the inquiry; reviewing previous inquiries and responses; gathering and researching information. Responds with an answer or forwards to the appropriate manager. An expert ability to write with proper grammar and correct spelling.

• Problem Solving: The ability to look beyond the obvious and investigate to determine what things at a micro level need to be addressed, fixed, changed, or enhanced. This includes analyzing information and quickly drawing reasonable conclusions and finding solutions to resolve the basic problems with ease and with minimal guidance from management. Continuously evaluate and identify opportunities to drive system improvements and recommend changes to existing methods and systems to increase the accuracy, efficiency, and responsiveness that positively impact the customer’s/child’s experience.

• Accountability: The ability to accept responsibility for what is yours, whether it is a heroic win or a mistake. The determination to find solutions rather than pointing blame at others. The ability to accept constructive feedback for improvement and positive feedback for recognition. Handles issues in the best interest of both the customer and the company.

• Results Focused: The eagerness and drive to get things done without frequent reminders. Initiative. Able to establish priorities, organize resources, and get things done.

• Detail Oriented: The ability to achieve a high level of accuracy with regard to parent and staff communication, mentoring and management, daily swim operations including safety, and processing requests via our management software program. Ensures each swimmer achieves level goals in a timely manner. All this with the ability to perform a variety of tasks simultaneously.

• High Integrity: The desire to act morally, ethically, and honestly especially when no one else is looking. Exhibit high character always, both in good and hard/stressful times. Conduct yourself in a manner in which supervisors and coworkers can depend upon your word.

• Leadership: More than a title, it’s a privilege and therefore a burden of the highest responsibility. To serve something greater than yourself; be part of the team. Recognizing qualities in others and bringing out the best in them. Promoting and training others for advancement at HFSS. Fostering a cooperative work environment. Think big, act bigger, and truly care for those whom you serve. Make life more enjoyable by helping supervisors and peers fulfill their responsibilities and generally make their jobs more rewarding and enjoyable.

• Prepares for customer inquiries By studying products, services, and customer service processes.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit, talk, hear, stand, walk, stoop, and crouch. The employee is also frequently required to use their hands to feel, reach, and type. On occasion, the employee may be required to swim and demonstrate teaching skills. Additionally, the employee may occasionally lift and/or move equipment or a small or average-sized child weighing up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus. The employee will also be responsible for helping to maintain pool chemistry and equipment, which may involve testing pool chemicals, monitoring pumps, motors, gauges, and chemical monitoring systems, managing chlorine manufacturing systems, or other equipment related to water quality. These responsibilities may also include cleaning and vacuuming the pool.

ENVIRONMENTAL CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The environment includes normal office working conditions. The noise level in the work environment is moderate. The environment also involves working in and around the pool which has a warm and humid atmosphere and which requires following specified safety precautions.