JOB OVERVIEW:

The Swim Lesson Coordinator is responsible for managing all requests for privates lessons and ensuring each student is matched with an instructor. The Swim Lesson Coordinator will also assist in developing the Group Swim Lesson program and the training and management of all Swim Instructors.

WORK ENVIRONMENT:

The Boar's Head Sports Club - indoors and outdoors on pool deck as needed.

ESSENTIAL JOB FUNCTIONS

• Oversee Private Swim Lesson sign-up page and respond directly to all requests for Private and Group Swim Lessons.
• Communicate regularly with Swim Instructors to ensure they are prepared for all lessons and address any scheduling conflicts.
• Assists Aquatics and Special Events Manager in managing lane reservation schedule to ensure there is pool space for Private and Group Lessons and lessons do not conflict with other pool activities.
• Keep organized records of instructor and lane availability to respond knowledgably to lesson requests.
• Communicate regularly with Swim Lesson participants and parents using Forbes Standard guidelines for email and phone conversations.
• Meet regularly with Aquatics and Special Events Manager to continue to improve Swim Lesson programming.
• Train new Swim Lesson Instructors.
• Teach occasional Private or Group Lessons and perform other Aquatics-related responsibilities as needed.

FOUR DIAMOND SERVICE EXPECTATIONS

1. All phone calls are answered promptly within three rings.
2. All phone calls are answered with a warm and sincere greeting.
3. All associates exhibit a professional vocabulary that is devoid of common slang.
4. Guests are graciously escorted to areas when directions are requested.
5. All associates consistently maintain eye contact with guests.
6. There is evidence that all associates are empowered by management to resolve guest issues immediately.
7. All staff associates fulfill guest's special request(s).
8. All associates are appropriately attired; name tags are clearly visible.
9. All associates demonstrate appropriate behavior and hygiene.

FORBES TRAVEL GUIDE BASIC STANDARDS

1. Telephone conversation is calm and clear.
2. The guest is always asked permission before being placed on hold.
3. No telephone hold longer than 30 seconds without offering call-back.
4. Staff acknowledges the guest when appropriate and reasonably possible.
5. Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
6. Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
7. Staff readily smiles and maintains an engaging expression.
8. Staff makes eye contact and keeps focus on the guest.
9. Staff exhibits a genuine sense of interest and concern for the guest.
10. Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful.
11. Cross-departmental channels of communication among staff are consistent and complete.
12. Staff performs the requirements of their department knowledgeably and proficiently.
13. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance.
14. The guest's name is used naturally as a signal of recognition.
15. Staff closes interactions with polite, appropriate remarks.
16. All staff encountered are wearing professional, clean and well-fitted uniforms.
17. All staff encountered are extremely well-groomed.
18. Staff maintains alert posture and behaves professionally in view of the guest.
19. Staff does not decline any request without offering appropriate alternatives.
20. The service is handled without excessive delays or interruptions.