Aquatics Supervisor - Programs & Services

About the role

The Supervisor-Programs and Guest Services provides year-round oversight for The Cove at the Lakefront®. This position recruits and supervises aquatic division staff, develops and implements procedures and programs, and directs daily operations to drive sales, ensure safety, and provide an exceptional guest experience. The Supervisor also collaborates with the Aquatics Division Manager and Assistant Manager to administer a division budget and meet cost-recovery goals. The Supervisor has an opportunity to provide oversight at a unique aquatic park in a growing and diverse community. The position creates a culture of servant leadership through conceptualization, stewardship, and building of community. The candidate must be highly motivated and strive for success by demonstrating Little Elm's Core Values of Integrity, Customer Service, Efficiency, and Innovation.

Responsibilities

• Supervises front desk and program staff including making decisions and recommendations involving recruiting, hiring, coaching, and performance.
• Ensures efficient staff performance to successfully execute daily ticketing, program, and member operations.
• Coaches staff and provides regular trainings to ensure they meet or exceed customer service and safety standards.
• Manages operations and ensures proper functionality of The Cove at the Lakefront® aquatic park including the general maintenance and cleanliness of the facility.
• Assists in creating and implementing an emergency action plan and other operational policies/procedures; evaluates and adjusts policies/procedures on an ongoing basis.
• Implements strategic sales, membership, and programming plans to maximize revenue and guest attendance.
• Generates and analyzes reports to measure and track performance.
• Monitors inventory of and procures program, membership, and retail supplies.
• Supervises customer service, ticketing, and membership operations.
• Develops and implements strategies for member recruitment and retention.
• Evaluates new and existing programs and services. Identifies community needs and monitors industry trends/innovations. Makes recommendations to meet business and service goals.
• Utilizes recreation management software to enroll participants in membership services, programs, and events, book reservations, maintain customer databases, and generate reports. Trains staff to do the same.
• Responsible for compliance with safety/industry regulations and meeting customer service standards.
• Instills and maintains servant leadership principles with staff and creates a culture of accountability. Develops strategies to motivate staff to achieve goals and meet safety and customer service standards.
• Enforces facility rules and policies promptly and courteously; coaches staff to do the same.
• Assists in preparing and implementing the division budget; regularly monitors revenues and expenses.
• Uses discretion and sound judgment regarding procurement and purchasing decisions in compliance with Town policies.
• Assists with implementing marketing and social media strategies, including input of information for social media, website, and other communications.
• Creates weekly work schedules for front desk staff. Prepares and monitors staff payroll.
• Responds to and resolves customer complaints, questions, and suggestions.
• Performs manager-on-duty responsibilities, as well as facility opening and/or closing procedures.
• Collects revenue and prepares detailed records relating to revenue collection.
• Assists with development, planning, and implementation of special events; works special events as needed.
• Must be able to work a varied schedule including nights, weekends, and holidays.
• Completes other duties as assigned.
• As a leader, must operate under the Town's four core values of Integrity, Customer Service, Efficiency, and Innovation.

Requirements

• Bachelor's degree from an accredited college or university with major course work in recreation, leisure studies, physical education, public administration, business administration, or related field preferred.
• Two years of aquatic management experience including some administrative and/or lead supervisory experience preferred.
• Must complete the Certified Pool Operator (CPO) or Aquatic Facility Operator (AFO) certification within one year from date of employment.
• Must possess current CPR, First Aid, and AED certifications within 60 days from date of employment.
• Must be bondable.
• Must possess a valid Texas Driver's License.