General Manager

About the role

Are you passionate about making a positive impact on children's lives? As General Manager, you will lead a diverse team, manage 4-wall swim school operations, and increase sales through enrollment while ensuring profitability. In this role, you will oversee our expanding aquatics programs, ensure a safe and clean environment, deliver a world-class customer experience, and engage the local community effectively. This role will be crucial in locally and nationally growing our brand and delivering consistent brand standards.

Responsibilities

Operations Management

• Class Scheduling: Effectively manage scheduling and staffing levels to meet business demands and class mix.
• Risk Management and Compliance: Ensure all operations comply with local, state, and federal regulations, including safety standards, health codes, and employment law.
• Facilities: Ensure ongoing maintenance, cleanliness, and brand standards, including the interior, exterior, pool, and pump room are maintained.
• Safety: Promote a safety culture for our team, students, and parents by consistently executing the quality assurance and brand standards and responding accordingly.

Financial Acumen

• Reporting: Leverage financial data and reporting to build and execute strategies to deliver the expected outcomes with revenue and profitability.
• Labor Management: Effective use of labor to maximize utilization and class mix.
• Budget Management: Monitor expenses while balancing the brand standards and financial outcomes.
• Cost Control: Implement cost-saving measures without compromising the quality of the services or the brand.

Employee Management

• Hiring & Staffing: Manage recruitment, post jobs, interview, and oversee onboarding to integrate new employees while also effectively planning succession.
• Training & Development: Provide initial training for new staff and ongoing education and development for all team members to enhance skills and stay current with standards.
• Retention-Focused: Cultivate a positive, inclusive workplace culture that encourages staff retention through team building, recognition, and growth opportunities.
• Culture of Performance: Provide employees with ongoing coaching, feedback, and support to foster continuous improvement and professional growth.

Customer Experience

• Customer Satisfaction: Deliver a world-class customer experience, leveraging Net Promoter Score (NPS) to measure effectiveness and adjust where needed.
• Customer Retention: Ensure consistent execution of processes to drive customer engagement and retention.
• Customer Follow-Up: Manage all customer requests effectively and promptly, as well as feedback from social platforms.
• Customer Reviews: Actively obtain customer feedback and reviews on platforms like Google, Yelp, and local landing pages to boost enrollment and SEO engagement.

Marketing & Community Engagement

• Local Marketing: Develop and implement a local marketing strategy to promote the school’s programs and ensure continuous growth and community involvement.
• Social Media Management: Create and manage social media posts on relevant platforms to encourage customer interaction, engagement, and enrollment.
• Competitive Awareness: Maintain a competitive advantage in the community through competitive analysis, pricing research, and staying informed about new openings.
• Community Relations: Build and maintain relationships with local businesses to enhance community visibility and create cross-promotional opportunities.

Hosted Location Management (Non-Dedicated Facilities)

• Relationships: Cultivate a collaborative relationship with the hosted partner to ensure ease of operations.
• Compliance: Ensure the execution of the master agreement with the hosted partner.

Benefits

• Paid Training
• Daily Pay available
• SafeSplash® Brands Curriculum Certification
• Bonuses Opportunities
• Flexible Hours
• Free Swim Lessons for immediate family of employees
• Career Growth
• Health Insurance
• Paid-Time Off
• 401k

Requirements

• 2-5 years of management experience leading large teams (30+ employees)
• High school diploma or equivalent required; a bachelor’s degree in recreation, sports management, business administration, or a related field is preferred
• Strong written and verbal communication skills
• Ability to multi-task in a fast-paced environment while being agile and taking initiative
• Strong critical thinking skills and proactive approach to problem-solving
• Must be able to lift 30 lbs. and be on your feet for long periods
• CPR, First Aid, and AED certifications are required within 30 days of hire (training available)
• Lifeguard and Certified Pool Operator certifications preferred
• Aquatics management or swim instruction experience is a plus

Job Type: Full-time
Reports to: The Director of Operations
Work Location: On-site