The General Manager plays a pivotal role in leading and managing all staff members at Aqua-Tots Swim Schools to uphold the company's Core Values and brand standards. The primary goal is to ensure that customers receive consistent, high-quality swimming lessons adhering to the Aqua-Tots Curriculum Standards, while also delivering excellent customer service within a safe and welcoming environment.

Requirements

To excel in this role, candidates should possess the following qualifications and characteristics:

• Energetic, friendly, and fun personality.
• Willingness to learn and adapt.
• Weekend availability is required.
• This is not a desk-bound position - teaching swim lessons is a fundamental aspect of the job, with training provided.
• Ability to obtain a Lifeguard Certification and Pool Operator (CPO or AFO) license within 60 days of being hired.
• Must be available to work during peak hours, which may include weekdays from 4:00 pm to 8:00 pm and/or weekends from 8:30 am to 1:00 pm.

Preferred Qualifications

While not mandatory, the following qualifications and experience are preferred:

• High School Graduate or GED equivalent; Bachelor's Degree preferred.
• At least 18 years of age.
• Valid Driver's License.
• Open availability.
• 1 year of Management or Leadership experience is preferred.

Areas of Responsibility

As a General Manager, your responsibilities encompass various aspects of school operations:

Customer Service and Sales

• Ensure all Front Desk and Aquatic staff adhere to the Aqua-Tots Core Values during staff and customer interactions.
• Maintain a high level of customer engagement and overall customer satisfaction.
• Educate customers about the Aqua-Tots 'Learn to Swim' program to help them choose the right swim lessons to meet their needs.
• Oversee the Office Manager (OM) and Aquatic Manager (AM) in managing class schedules.
• Supervise Front Desk staff in tracking and converting all In-Water Evaluations.
• Oversee the AM in reviewing all scheduled and completed In-Water Evaluations.
• Oversee the OM and AM in responding to customer service issues, instructor or curriculum-related feedback received via social media, email communication, and in-person interactions.
• Oversee the AM in following up with curriculum or instructor-related student drops.
• Oversee the OM in following up with facility or scheduling-related student drops.
• Oversee the AM in the management of student progression.
• Ensure the OM and AM maintain Aqua-Tots quality and consistency in providing excellent lessons, customer service, and maintaining 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 actions.
• Ensure all staff certifications are properly documented and current.
• Manage your own weekly schedule to accommodate the school's needs.
• Oversee schedules, attendance, and shift coverage for all staff.
• Review and approve all submitted staff timesheets.

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 the AM and OM meet regularly with any underperforming staff.
• Follow up on any action plans created from Deck Supervisor reports.
• Ensure the AM is conducting Master Instructor Meetings and Deck Supervisor Meetings.
• Provide guidelines for the AM and OM to hold quarterly team-building activities.

Facility Management

• Ensure the interior and exterior of the facility adheres 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 the accountant.

Marketing

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

General Manager Certification Requirements

To excel in this role, the following certifications and qualifications are required:

• 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.

Preferred Qualities and Experience

Preferred qualities and experience for this role include:

• Operations experience, involving oversight of day-to-day operations, staffing, scheduling, goal-setting, financial and budgetary responsibility.
• Experience in leading a team, including developing, coaching, redirecting, and motivating.
• Strong hospitality skills, such as modeling effective customer service behaviors, engaging with families, tracking customer service metrics, and identifying underlying causes behind complaints.
• The ability to develop others by setting performance standards, explaining the rationale behind them, and crafting development plans.
• The capability to influence by example and maintain a positive attitude even in challenging times.
• Attention to detail in monitoring performance, identifying mistakes, and taking timely steps to correct them.
• Team-building skills to motivate the team, clarify roles and responsibilities, resolve conflicts, and measure progress effectively.
• Effective communication skills, including speaking and writing clearly and using appropriate language.
• Strong social skills, including engaging eye contact, smiles, excellent posture, and body language, interacting in a professional manner, showing genuine interest, speaking with enthusiasm and excitement, and being responsive in a focused way.

Other Duties

Please note that this job description may not cover all activities, duties, or responsibilities required for this position. Responsibilities, duties, and activities may change at any time with or without notice.

Job Type: Full-time

Salary: $55,000.00 - $65,000.00 per year

Benefits:

• Employee discount.
• Flexible schedule.
• Health insurance.
• Paid time off.
• Referral program.

Schedule:

• 10-hour shift.
• 4-hour shift.
• 8-hour shift.
• Evening shift.
• Night shift.
• On-call.
• Weekend availability.

Education: High school or equivalent (Required)

Experience: Management: 1 year (Preferred)

Shift availability:

• Night Shift (Preferred)
• Day Shift (Preferred)

Work Location: One location.