Assistant General Manager (AGM)

Aqua-Tots Peoria, Assistant General Manager

Job Summary

The Assistant General Manager position consists of assisting the General Manager in leading and managing the Front Desk staff in upholding Aqua-Tots Swim School’s Core Values and brand standards. The Assistant General manager position also consists of aiding in maintaining the technology platforms and operational systems. Our mission is to provide customers with consistent, quality swimming lessons that adhere to the Aqua-Tots Curriculum Standards and provide excellent customer service in a safe and welcoming environment.

Areas of Responsibility

The Assistant General Manager is responsible for assisting in leadership and management in the following areas of the school:

Customer Experience and Sales

• Assist the GM in overseeing the customer service and sales responsibilities of the Front Desk Staff
• Ensure that the Front Desk staff adhere to the Aqua-Tots Core Values during all staff and customer interactions by being a good example
• Maintain a high level of customer engagement and ensure overall customer satisfaction by creating the Aqua-Tots experience
• Educate customers in the Aqua-Tots ‘Learn to Swim’ program to sell the proper swim lessons to meet their needs
• Maintain excellent customer experience with technology platforms

· Manage the Front Desk staff in the tracking and converting of all leads

· Assist the GM in responding to any customer service issues

• Implement sales goals and incentive plans for the Front Desk team
• Ensure all staff maintain Aqua-Tots quality and consistency in providing excellent lessons, customer service, and a clean facility.

Human Resources

• Assist the GM in recruiting, hiring, and onboarding of Front Desk Staff.
• Keep training platform in order/clean (staff profiles, training completion, reporting, etc.).
• Assist in leading Front Desk staff assessments and coaching forms.
• Assist in time clock software for all staff.
• Assist in leading quarterly and annual reviews with Front Desk staff.
• Communicate staff performance concerns to the GM.
• Ensure Front Desk certifications are properly documented and current.
• Oversee schedules, attendance, and shift coverage for Front Desk staff.
• Manage own weekly schedule to accommodate the school needs.
• Assist in upholding uniform expectations for each position.

Team Development

· Build a team environment and promote the Aqua-Tots culture amongst Front Desk staff.

· Ensure all staff provides effective parent and child feedback, addresses concerns, and provides solutions.

• Review Front Desk staff assessments and schedule to meet with staff.
• Assist in planning and holding monthly in-service meetings and quarterly team-building activities.

Facility Management

• Ensure the interior and exterior of the facility adhere to the brand standard in overall appearance.
• Ensure overall school safety for staff and customers.

· Review all incident reports and take appropriate action when necessary.

· Manage inventory for customers, employees, and the facility.

• Ensure the facility in its entirety (lobby, pool, pump room, pool environment, restrooms, etc.) adhere to the Aqua-Tots brand standard in overall appearance, safety, and cleanliness.

Finances and Reporting

• Assist in communicating budget goals with the Front Desk Staff.
• Assist in managing and adhering to the school budget.
• Adhere to all required reporting procedures.
• Assist in managing staff payroll.
• Keep the POS system in order/clean (customer profiles, plans, reporting)

Assistant General Manager Certification Requirements· Aqua-Tots Front Desk Staff (AT-FDS) Certificate of Completion· CPR and First Aid Certifications

Additional Information

Assistant General Manager Position Type

• Full-time, salaried position
• Days and hours vary based on the school’s needs and season.

Minimum Requirements

• High School Graduate or GED equivalent; Associate degree preferred
• At least 18 years of age
• Valid driver’s license
• Open availability
• 1-2 years of management experience

Preferred Qualifications

· Operations experience

· Positive attitude

· Experience leading a team

· Strong hospitality skills

· Capable of developing others

· Influences by example

· Pays attention to detail

· Team building

· Communicates effectively

· Strong social skills

Other Duties

This job description is not meant to cover or contain a comprehensive list of activities, duties, or responsibilities required for this position. Responsibilities, duties, and activities may change at any time with or without notice.

Job Type: Full-time

Shift:

• Day shift
• Evening shift
• Morning shift

Ability to Commute:

• Peoria, IL 61615 (Required)

Ability to Relocate:

• Peoria, IL 61615: Relocate before starting work (Required)

Work Location: In person