***This position is eligible for a Hiring Incentive up to $2000***


Primary Job Duties

The Supervisor – Programs and Guest Services provide year-round oversight for The Cove at the Lakefront®.  This position recruits and supervises aquatic division staff, develops and implements procedures and programs, and directs daily operations to drive sales, ensures safety, and provides an exceptional guest experience.  The Supervisor also collaborates with the Aquatics Division Manager and Assistant Manager to administer a division budget and meet cost-recovery goals.

The Supervisor has an opportunity to provide oversight at a unique aquatic park in a growing and diverse community.  The position creates a culture of servant leadership through conceptualization, stewardship, and building of community.  The candidate must be highly motivated and strive for success by demonstrating Little Elm’s Core Values of Integrity, Customer Service, Efficiency, and Innovation.

ESSENTIAL JOB FUNCTIONS

1. Supervises front desk and program staff including making decisions and recommendations involving recruiting, hiring, coaching, and performance.  Ensures efficient staff performance to successfully execute daily ticketing, program, and member operations.
2. Coaches staff and provide regular training to ensure they meet or exceed customer service and safety standards.
3. Manages operations and ensures proper functionality of The Cove at the Lakefront® aquatic park including the general maintenance and cleanliness of the facility.
4. Assists in creating and implementing an emergency action plan and other operational policies/procedures; evaluates and adjusts policies/procedures on an ongoing basis.
5. Implement strategic sales, membership, and programming plans to maximize revenue and guest attendance.  Generates and analyzes reports to measure and track performance.
6. Monitors inventory of and procures program, membership, and retail supplies.
7. Supervises customer service, ticketing, and membership operations.  Develop and implement strategies for member recruitment and retention.
8. Evaluates new and existing programs and services.  Identifies community needs and monitors industry trends/innovations.  Makes recommendations to meet business and service goals.
9. Utilizes recreation management software to enroll participants in membership services, programs, and events, book reservations, maintain customer databases, and generate reports.  Trains staff to do the same.
10. Responsible for compliance with safety/industry regulations and meeting customer service standards.
11. Instills and maintains servant leadership principles with staff and creates a culture of accountability.
12. Develop strategies to motivate staff to achieve goals and meet safety and customer service standards.
13. Enforce facility rules and policies promptly and courteously; coaches staff to do the same.
14. Assists in preparing and implementing the division budget; regularly monitors revenues and expenses.
15. Use discretion and sound judgment regarding procurement and purchasing decisions in compliance with Town policies.
16. Assists with implementing marketing and social media strategies, including input of information for social media, websites, and other communications.
17. Creates weekly work schedules for front desk staff.  Prepares and monitors staff payroll.
18. Responds to and resolves customer complaints, questions, and suggestions.
19. Performs manager-on-duty responsibilities, as well as facility opening and/or closing procedures.
20. Collects revenue and prepares detailed records relating to revenue collection.
21. Assists with development, planning, and implementation of special events; works special events as needed.
22. Must be able to work a varied schedule including nights, weekends, and holidays.
23. Completes other duties as assigned.
24. As a leader, must operate under the Town’s four core values of Integrity, Customer Service, Efficiency, and Innovation.

EDUCATION/TRAINING/EXPERIENCE

A bachelor’s degree from an accredited college or university with major course work in recreation, leisure studies, physical education, public administration, business administration, or related field preferred.  Two years of aquatic management experience including some administrative and/or lead supervisory experience preferred.

LICENSES OR CERTIFICATES

1. Must complete the Certified Pool Operator (CPO) or Aquatic Facility Operator (AFO) certification within one year from date of employment.
2. Must possess current CPR, First Aid, and AED certifications within 60 days from date of employment.
3. Must be bondable.
4. Must possess valid Texas Driver’s License.

LANGUAGE SKILLS

1. Ability to read, write, and speak English fluently.
2. Ability to respond to common inquiries or complaints from customers, regulatory agencies or authorities, or members of the local business community.

OTHER SKILLS, ABILITIES & REQUIREMENTS

1. Knowledge of supervisory principles.
2. Knowledge of aquatics programming.
3. Knowledge of applicable federal, state, and local laws, rules, codes, and statutes.
4. Knowledge of policy and procedure development practices.
5. Knowledge of budgeting principles.
6. Skilled in responding to emergency situations and administering CPR/first aid.
7. Skilled in staff recruiting, development, and retention.
8. Skilled in monitoring, developing, and evaluating subordinates.
9. Skilled in development and execution of staff training programs.
10. Skilled in prioritizing, organizing, and managing multiple simultaneous projects.
11. Skilled in the use of computers and related software applications; prefer experience with ActiveNet.
12. Skilled in maintaining sensitive and confidential information.
13. Skilled in reading, interpreting, applying, and explaining laws, ordinances, rules, regulations, policies, and procedures.
14. Ability to collect, analyze, and present data in report form.
15. Ability to adapt to rapidly changing environments.
16. Ability to schedule and coordinate the work of others.
17. Ability to maintain cooperative working relationships with the public, customers, staff, and Town administration.
18. Ability to communicate effectively, both verbally and in writing, with staff, administration, and customers from varied backgrounds.
19. Ability to understand and adhere to personnel and purchasing policies as well as accounting principles.
20. Ability to work varied shifts including nights, weekends and holidays.
21. Self-motivated and team oriented.

REASONING ABILITY

1. Ability to interpret a variety of instructions furnished by management in written, oral, diagram, or schedule form.
2. Ability to comprehend complex policies, procedures, regulations, and organizational structures.

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to operate various machines and/or equipment; and reach with hands and arms. The employee frequently is required to talk and hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to fifty (50) pounds and be able to push and pull up to seventy-five (75) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT              

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Works in an office and indoor/outdoor aquatics atmosphere with potential exposure to heavy chemical presence. The Aquatics Supervisor may be exposed to heat, cold, and temperature swings.

E.O.E.  The Town of Little Elm does not discriminate on the basis of race, color, national origin, sex, religion, age, disability or military service in employment or the provision of services