Position Description Summary
The Closing Shift Supervisor partners with the Director of Aquatics and Director of Recreation while being responsible for the safe and successful operation of the Aquatics Complex, Recreation facilities and activities that consistently exceed Member and Guest Member expectations.
Role & Responsibilities
- Create a memorable experience for all Members, their guests, & Guest Members, continually providing excellent customer service with a high level of professionalism and hospitality
- Assist with the development, implementation, execution, and administration of a variety fun and social programming activities and services for the Membership year-round
- Conduct frequent checks and inspections for the entire Aquatics facility, ensuring Member and Employee safety, code and safety compliance, and sanitation and presentation standards
- Assist with the Pool Reservations process, monitoring daily caps, responding to Member requests and issues, and confirming and booking pool reservations
- Take the lead in owning the daily closing checklist and closing procedures to ensure a well maintained closing routine
- Display a level of understanding of the level of impact a poor closing shift vs an excellent closing shift has on the proceeding opening shift
- Respond to any emergency situations, accordingly, ensuring proper protocols are followed and appropriate follow-up actions are taken (I.E. Situational Awareness)
- Monitor all incoming Member & Guest Member feedback, utilizing Member Satisfaction Surveys & other feedback tools, & responding to concerns in a timely & professional manner (I.E. Conflict Management)
- Assist with reservations systems for Croquet, Tennis, and Pickleball, ensuring an effective process and seamless service for Members & Guest Members
- Help manage the pool laundry facilities, ensuring we never run out of clean towels for Members or Guest Members
- Assist with offerings for Croquet, Tennis, and Pickleball, offering more social activities to drive engagement, revenue, and Member usage
- Assist with enforcing departmental policies, procedures, regulations and standards within established state licensing guidelines and Club policy
- Assist with corrective actions, and shift coverage, communicating with the team in a timely and professional fashion, always ensuring that employee schedules are communicated at least three weeks in advance of the workweek
- Be a servant leader and inspire trust and buy-in with the team, setting them up for success and helping them to grow in their new roles (often first jobs)
- Hold employees accountable & follow up
- Coordinate staff schedules to ensure all team members get adequate break times, ample time to eat, and multiple opportunities to take breaks from the heat/sun
- Assist with the training process for all Recreation & Aquatics staff, including the development, implementation, evaluation, & administration of thorough, consistent training, focusing on continuous improvement, Employee & Member safety, & the fundamentals of Member service
- Manage the accurate and timely recordkeeping of all pool logs, inspections, & service dates
- Complete projects as assigned by the Director in a thorough and timely manner
- Ensure that all Members & Guest Members receive immediate attention upon arrival/check-in, remembering to be welcoming, smile, make eye contact, and to use their name
- Assist all Members, Guest Members, and Guests with any requests or accommodations, empowering employees to Say Yes to every Member, every time
- Ensure everyone adheres to all health and sanitation codes and guidelines at all times
- Be knowledgeable about Club events, promotions, and general activities and closures
- Oversee the cleanliness of the Aquatics area, Playground, Tennis facility, and Croquet areas, adhering to all Club standards
- Promote a fun & relaxing atmosphere, helping with Member requests and Inspiring Happiness
- Project an upbeat and positive attitude with a good work ethic
- Advise senior management of any serious Member issues or complaints
- Be detail-oriented and able to prioritize in a fast-paced environment
- Solve problems, work as a team, be a leader, and inspire happiness
- Smile, Be Nice, and Say Yes
- · Operate within all guidelines, policies, standards, and constraints as established by the Club, and assist in the implementation of BHIC mandatory standards of operations
- · Maintain all relevant certifications and licenses, committing to continuous personal growth
Qualifications & Education Requirements
- Must possess appropriate analytical skills, attention to detail, follow-through, & creativity
- Ability to communicate effectively and professionally
- Willingness to learn and accept instruction
- Be dependable, prompt, and team-oriented
- Must possess a positive attitude and good work ethic
- CPO certification a plus
- Country or Private Club or Resort/Aquatics experience preferred
Other Accountabilities
- Because of the fluctuating demands of the Clubs’ operation, it may be necessary for each employee to perform a multitude of different functions; therefore, as an essential part of your job, you will be expected to help others when the occasion arises, just as others are expected to help you while we foster a team environment. Therefore, you may be required to perform other tasks, as needed, that are not included in the above.
- Adhere to all of the various company written mandatory standards of operations, policies and procedures, manuals, memos, and other oral instructions.
Working Conditions
- Outdoors, on pool deck in varying weather
- Outdoors, in a playground and/or on a court or greensward in varying weather
- Typical office environment
Physical Requirements
- Regularly required to sit, talk, hear, and use hands
- Must be able to stand for long periods of time
- Ability to lift and move heavy objects, in excess of 35 pounds
- Repetitive motions and walking for long periods are required
- Ability to bend, squat, lift, kneel, and crouch
- Moderate to heavy lifting, pushing, and pulling is required
Attendance Expectations
- This position is expected to work shifts that are in line with closing facility hours. This means shifts will often begin at 11 AM and work till 8 PM.
- This position is expected to close the Aquatics, and other recreation facilities at a minimum of 4 nights a week.
- This position has an expected workload of 45 - 55 hours per week; overtime may be required and off-season hours may differ
Reporting Structure
- Reports to: Direct of Recreation & Director of Aquatics
- Directly Supervises: Recreation Staff
Indirectly Supervises: N/A