Job Details
Description
Our Mission:MNP Community \& Sport Centre is passionate about sport, people, and community.
Our Vision and Values:We are a world-class sport and fitness facility that inspires individuals and athletes to achieve their goals and dreams. We achieve this through the people who work here, and through our values of safety, legendary service, excellence, and innovation. MNP Community \& Sport Centre empowers its people to continually exceed the expectations of our members, creating meaningful and unique experiences, which sets us apart from the competition.
Role:The Aquatic Program \& Operations Manager is responsible for the management of the Aquatic Program and Aquatic Operations team. The role is accountable to oversee the planning, coordination, and execution of all aquatic programs in the areas of Swim for Life, Aquatic Leadership, Sea Dragon Swim Club and Private swim lessons. The role is also responsible for the efficient and effective development and proper execution of Aquatic operations; and creating a positive and safe aquatic experience for all stakeholders.
Reports to: Director of Sport \& Aquatics
What's In It For You
- As a salary employee this position includes eligibility to accrue personal and sick time in addition to participation in MNPCSC RRSP employer matching Program and our flexible benefits package
- Free facility access based on hours worked plus a variety of free and discounted programs \& services.
- Employee recognition program.
- Annual staff events including, Corporate Challenge, December holiday party and many more.
- Free parking and close to transit with a C-train and bus stop steps away.
What You'll Do Team Building/Daily Support:
- Provide leadership and direction to the Aquatic programs and operations staff (Aquatic Coordinators, Aquatic Shift Leaders, Lifeguards, Swim Instructors, Aquatic Leadership Instructors and Swim and Lifesaving Coaches) including hiring, training, mentoring, coaching, scheduling, and performance management.
- Lead, coach, mentor and empower employees to handle operational challenges and provide exceptional and legendary service.
- Provide training for development of staff to meet established job expectations and product and service knowledge standards including the delivery of job specific training for new hires.
- Act as the main point of contact for employee continued education and development.
- Be accountable for the performance of the aquatic team in meeting team objectives.
- Establish solid working relationships within the team and other departments to ensure a cohesive working environment.
- Work collectively with the coordinators to set up employee departmental in-services on a recurring basis.
- Carry out and lead by example at a high level all employee performance standards \& expectations.
- Coordinate decision making in emergency situations.
- Backfill for frontline team members as required.
- Attend Leadership training when required.
- Rotate within the Fire Warden role with other building-wide Managers and fill in for Duty Manager in emergency situations.
- Facilitate emergency procedures training for staff.
- Act as a key information source by providing the Director of Sport \& Aquatics with customer feedback, system enhancements, recruitment needs, training and development needs, ideas for rewards and recognition, new programs/services and ongoing quality improvement.
Customer Experience
- Promote and market Aquatic Programs; interact with customers and patrons, sell additional or specific programs/services based on customer need and value.
- Actively communicate with both internal and external customers on special events, program and service changes and new incentives.
- Communicate program cancellations and changes to the Marketing Team to reflect on-line media accordingly.
- Assist both our internal and external customers by providing prompt, sincere, and professional responses to questions and concerns that arise; striving to exceed our customers' expectations.
- Be the main point of contact for product knowledge and services available in the department.
- Assist and empower employees to handle customer complaints by providing a customer-centric environment.
- Monitor participant evaluation forms and feedback received by tracking and reviewing information, following up in a timely manner, and implementing any follow-up plans as required.
Planning And Organizing
- Participate in the development of the annual aquatic programs, operational and capital budgets in conjunction with the Director of Sport \& Aquatics. Be accountable for meeting the budget targets for the department in terms of revenues and expenses.
- Work with the Sales and Marketing Team with preparation of promotional material.
- Complete all lesson prep including teacher materials, session schedules etc.
- Coordinate with the Sport Services department to ensure there is adequate pool space for all aquatic program offerings.
- Ensure that all aquatic programs and operations staff certifications are current and up to date and that appropriate training has been organized internally and externally.
- Follow program timelines and deadlines and enter aquatic programs into the Avocado system by the due date.
- Evaluate and network with other facilities on an ongoing basis to ensure our market offering is competitive and to learn competitive intelligence.
- Identify key areas of service and program enhancement.
- Work with the Sales and Marketing Team with preparation of promotional material, communication strategies and signage needs.
- Audit the performance of each instructor on a regular basis and provide support and guidance as required.
- Complete lifeguard evaluations on a biannual basis and provide support and feedback as required.
- Support the aquatic program and operations team on-site during weekend, event and daytime events.
- In collaboration with the Director of Sport \& Aquatics source new equipment needs, order and receive equipment and supplies including storage room organization and inventory.
- Develop and maintain relationships with key stakeholders in portfolio including Sport partners, Lifesaving society etc.
- Update and maintain training manuals on policies, procedures and programs.
- Complete and submit payroll biweekly.
- Understand and apply all safety and emergency procedures to ensure a collective, streamlined and successful execution and ensure team is training recurrently on procedures.
- Attend promotional opportunities as needed, acting as a representative of MNPCSC.
- Any other duties as assigned.
What You'll Need
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Completed or working towards a degree or diploma in sport, recreation, leisure studies or a related field.
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Three to five years of experience in a management/supervisory aquatics role including demonstrated experience managing a team of a moderate to large size (at least 15 people).
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Current certifications in Lifesaving \& Swim Instructor are required prior to starting.
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At least one of: National Lifeguard Instructor Certification (current), Lifesaving First Aid Instructor, Trainer (any discipline) considered an asset.
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Current certifications in CPR Level C, Standard First Aid and NL are required:
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CPR Level C certified within the last 2 years.
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Standard First Aid recertified within the last 2 years.
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Pool Operator Level 1 is an asset.
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Aquatics Safety Inspector is an asset.
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Aquatics Safety Auditor is an asset.
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Ambition, drive, and accountability.
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Ability to supervise and train employees, including organizing, prioritizing, and scheduling work assignments.
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Experience using recreation software such as Intelli, Avocado, and Salesforce.
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Calm individual with solid negotiation, conflict resolution, and people management skills.
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Financial acumen with budgeting techniques and fiscal management.
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Experience working with adapted programs is an asset.
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Strong problem identification and problem resolution skills.
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Excellent teamwork and team building skills as well as ability to work independently with little supervision.
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Strong communication skills (verbal and written) that allow adaptability to a variety of stakeholders.
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Proficient with Microsoft Word and Excel.
Our Commitment To Diversity, Equity, And Inclusion All candidates applying to MNP Community \& Sport Centre must have legal authorization to work in Canada with no restrictions.
