General Manager

Full-Time
• Leadership
• Operations
• Customer Experience

The General Manager leads all school operations, staff, and customer experience to uphold Aqua-Tots Core Values and deliver consistent, high-quality swim lessons in a safe, friendly, and professional environment. This role directly influences sales, team culture, training standards, and the overall success of the school.

• Role-model and ensure all staff uphold Aqua-Tots Core Values in every interaction.
• Drive exceptional customer engagement and overall satisfaction.
• Educate families on the Aqua-Tots Learn-to-Swim Program to recommend the best path for each swimmer.
• Lead OM and AM in managing class schedules and staffing alignment.
• Oversee the tracking, completing, and converting of all In-Water Evaluations.
• Support OM and AM in resolving customer concerns across email, social media, and in-person feedback.
• Guide follow-up on all student drops (curriculum, instructor, facility, or scheduling-related).
• Ensure consistent lesson quality and customer service across aquatics and front desk teams.
• Set and track sales goals, monitor performance, and implement incentive plans.

• Lead, coach, and support the Office Manager and Aquatic Manager.
• Manage hiring, onboarding, training, and ongoing development for all staff.
• Conduct and oversee staff assessments, disciplinary action, and performance plans.
• Ensure all certifications are up to date and properly documented.
• Manage scheduling, shift coverage, time sheets, and staff availability.
• Maintain a work schedule that supports school operations and team needs.

• Foster a positive, team-centered work environment aligned with Aqua-Tots culture.
• Ensure staff provide effective parent communication and swimmer feedback.
• Oversee AM and OM in coaching underperforming team members.
• Follow up on action items from Deck Supervisor reports.
• Ensure AM and OM lead Team Meetings, In-Services, Master Instructor meetings, and Deck Supervisor meetings.
• Support quarterly team-building activities.

• Ensure interior and exterior areas meet brand standards in cleanliness and appearance.
• Uphold safety and cleanliness standards within the pool, pool deck, and pump room.
• Maintain a safe environment for staff and customers.
• Review incident reports and take corrective action as needed.

• Build, manage, and adhere to the school's annual budget.
• Follow all franchise accounting and reporting procedures.
• Process and submit payroll accurately and on time.

(Required or must be obtained shortly after hire)

• Aqua-Tots Water Safety Instructor (AT-WSI)
• Aqua-Tots Front Desk Staff Certificate (AT-FDS)
• Certified Pool Operator (CPO)
• CPRFirst Aid

• Full-time, salaried position
• 40+ hours per week; schedule varies by season and school needs

• Minimum of:

• 3 Front Desk shifts weekly

• 6 hours weekly dedicated to management meetings, assessment reviews, and aquatics observation

• High school diploma or GED (Bachelor's degree preferred)
• 18 years or older
• Valid driver's license
• Open availability
• 2+ years of management experience preferred

• Operations management (staffing, scheduling, goals, budgeting)
• Strong team leadership (coaching, developing, motivating)
• Exceptional hospitality and customer service skills
• Ability to develop and mentor staff
• Leads by example; consistent, positive attitude
• Strong attention to detail and follow-through
• Team-building and conflict resolution skills
• Clear, professional verbal and written communication
• Strong social presence: positive, engaging, professional demeanor