Service Standards

Labor Standards, Aquatics Lifeguards: 4-7 depending on attendance Front desk: 3 Supervisors/ Management: 1 -2 supervisors/ 1-2 Managers Swim and Dive coaches : as needed.

Aquatics Experience Standards:

Check In

Pool and Program Experience

Farewell

Members leave the aquatic center

Lap Swim and water aerobics

Member receives towels and finds seating

Members use Aquatic amenities

Member checks in with Front Desk

Swim and Dive Team Swim lessons

Member/Guest Action Team Responsibilities

• Answer all phone calls with a smile • All messages will be responded to within the hour management • Emphasis on member name recognition • Knowledgeable of all aquatics info and some club info • Front desk is free of clutter and team members are in uniform • Helps the member sign in any guests they have with them

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Pools are clean and well maintainted The lifeguards politely educate, enforce the rules and club policies. The front desk worker at the top of the slide enforces rules and instructs riders when to go down the slide The supervisor and management address any member questions or concerns as they arise Supervisors are visible and accessible to members Modern and family appropriate music will be played on the deck

Party is greeted immediately with eye contact and a smile

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Be able to help members reach fitness goals through independent exercise or guided water aerobics access to the pool between 5am – 10pm (for lap swimmers) fitness instructor with exercise plan and music to fit the program.

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Quality coaching staff that’s involved in set up and tear down of events and practices enjoyable and organized competition at swim and dive meets Activities for children 6 months – 16 years old Fun and safe environment

• Front desk to

thank the party for joining us and addresses the members by name informs members of any upcoming events at the facility and invites the members back for the event. • Sets the stage for the next visit • Front desk also

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Front desk attendant checks for swim diapers and asks if members need sunscreen sunglasses etc.

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Inform members of necessary rules

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The party is handed towels. Asked if any children in the party need a wristband for the slide or a swim diaper Deck is neat in appearance and chairs are aligned in a resort style appearance locker room are thoroughly inspected and cleaned regularly

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