SITE SUPERVISORS

SUMMARY STATEMENT:

Under limited supervision of the General Manager, the Site Supervisor will oversee all activities occurring at Hubbard Family Swim School (HFSS) including safety, customer service, swim instruction, front desk, snack bar, childcare, facilities management, and pool maintenance. The Site Supervisor is responsible for creating outstanding, long-term positive relationships between Hubbard and its customers, solving problems swiftly and effectively with courtesy, tact, and sound judgment. The role ensures all employees foster a welcoming environment and create a dynamic swim experience for each swimmer, establishing a team culture where staff feel supported, encouraged, and part of the Hubbard family. 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 that exemplify 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 to display those qualities.
2. Know, understand, enforce, and adhere to all HFSS policies, rules, regulations, safety guidelines, and emergency action procedures associated with swim lessons. Provide feedback on their soundness and effectiveness.
3. Maintain overall responsibility for the health and safety of all staff and patrons.
4. Have comprehensive knowledge and understanding of teacher standards, programs, systems, levels, skills, progress reports, lesson techniques, and procedures.
5. Demonstrate commitment to customers, swimmers, and staff through professional presentation of self, initiative, enthusiasm, personal attention, follow-through, detail orientation, and flexibility.
6. Greet swimmers, parents, and staff warmly; develop positive relationships, creating raving fans and loyalty.
7. Continuously educate customers and staff on company information including new and existing programs and policies.
8. Communicate professionally and patiently with parents regarding their child's booking and swimming experience, addressing difficulties and/or concerns, documenting inquiries and responses in customer accounts when applicable.
9. Proactively interact to ensure all customer questions are answered and problems resolved in a timely manner with good results.
10. Swiftly and effectively resolve problems by clarifying issues, researching answers and/or alternative solutions, implementing solutions in a timely manner, and referring unresolved problems to the General Manager.
11. Attempt to persuade customers to reconsider ceasing lessons.
12. Assist with responsibilities and duties in the absence of or due to heavy volume at the front desk, bracelets check-in, snack bar, and on deck included but not limited to teaching swim lessons, answering phones, moving bookings, and snack bar transactions.
13. Check in regularly with Deck Supervisor, Snack Bar, and Front Desk throughout the shift to help them with any questions, needs, or challenges.
14. Supervise the location employees working on their respective shifts, including their work allocation, training, attendance, and problem resolution. Evaluate performance and make recommendations for personnel actions; motivate and mentor employees to achieve peak productivity and performance.
15. Lead in a manner that ensures there is a second person capable of stepping into the role at a moment's notice.
16. Always be aware that you are a "role model" to all customers, swimmers, and staff. Set a positive example in conversation, personal habits, and attitude.
17. Be flexible with schedule and willing to help coworkers, including substituting.
18. Manage class and staff schedules, ensuring a full staff is available; contact substitutes as needed.
19. Ensure all HFSS staff maintain a high level of customer service and follow all company policies and procedures.
20. Communicate with the General Manager regarding any staff, customer, vendor, and/or facility issues.
21. Open and/or close the facility ensuring all safety procedures and appropriate checklists are followed.
22. Oversee the daily closeout process and confirm the accuracy of the front desk, pool operations, and snack bar.
23. 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.
24. Arrange for broken and unsafe equipment and facilities to be repaired and confirm the location has adequate swim equipment.
25. Compile and generate reports as they relate to customer retention.
26. Attend staff meetings and training, as scheduled.
27. Continuously learn and move steadily and consistently toward 'expert status' in specific job duties.

• 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 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 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 customer and 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' 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.