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