Apertura Futura: Sales & Service Manager
Full Time • Gaithersburg
Are you looking for a great gig where the work is actually fun? Do you want to work somewhere you can get real job experience and make a difference? Check out Goldfish Swim School! We’re a rapidly growing, award winning franchise that is not your typical company!
We change lives. We help children reach their goals. We wear flip flops. We work in a 90-degree pool. We love our employees and reward hard work with shout awards, gift cards and fun social events! We offer paid training and flexible shifts that are perfect for students or folks who want to grab extra hours without working late nights. Even better? Due to the rapid growth of our school, advancement opportunities exist for the right candidate.
Benefits:
- Leadership roles
- Flexible hours
- Great pay
- Valuable work experience
- Increased social opportunities
- Future references/referrals
Requirements:
- Ability to work with children
- Excellent interpersonal communication and organizational skills
- Must pass safety examinations (included with training)
Job Position: Sales and Service Manager
Reports To: General Manager, Assistant General Manager
FLSA Status: Non-Exempt
Summary: Oversees the quality and success of the sales & service/front desk operations of Goldfish Swim School including sales functions, customer service, retail, vending and workplace employee activities. Provides weekly audits to the General Manager and Assistant General Manager of the Front Desk Notes, Registration/Withdrawal Log (with a reconciliation done against the period summary report) and Lead Binders. Provides weekly updates of the Withdrawal Log and list of items to order for Snack Shack/Treasure Island.
Duties and Responsibilities:
- Provides leadership, discipline and constructive feedback to our Front Desk Representatives.
- Assists in directing and controlling the daily operations to ensure the school is running according to GSS standard operating procedures.
- Assists in the management of Front Desk staff to ensure high productivity, excellent performance and positive employee satisfaction.
- Provides training of Front Desk staff to provide superior performance in customer service, understanding of Links software, Point of Sale and promotional items.
- Provides sales and marketing training to all qualified sales staff.
- Trains and oversees private party staff to ensure that the GSS standard operating procedures are being maintained.
- Gains a high level of knowledge and experience in the Links software to achieve a high level of competence in bookings, class scheduling, reporting and administrative functions.
- Holds monthly meetings with the Front Desk staff and Management to go over performance reviews (GSRs). Provides agenda items to address during meetings.
- Provides a weekly summary of the Front Desk Notes. Explains any discrepancies in numbers or customer issues.
- Provides a weekly audit of the Registration/Withdrawal Log that gets reconciled against the Period Summary Report for accuracy. Reports and explains any discrepancies.
- Provides audit results of the Binder Lead System (Total Number of Leads, Missing Leads, Contacted Leads, Enrolled Leads).
- Updates the Complete Withdrawal Log on a weekly basis.
- Provides a list of items to order for Snack Shack and Treasure Island.
- Establishes a relationship with all new employees.
- Conducts all the new hire training (front desk based).
- Works at the desk at least 4 shifts a week.
- Maintains the entire direct debit reporting - Debt/Class Outstanding Balances overseen by the General Manager and Assistant General Manager.
- Acts as main contact person for the Links software; ensures all information is accurate.
- Maintains all the monthly reporting through Links software.
- Troubleshoots all Links software account issues.
- Responds and creates an action plan to the shift and party notes.
- Oversees the job responsibility list at the front desk.
- Responsible for the overall cleanliness at the front desk and the dry side of the facility.
- Hosts monthly workshops with the employees (front desk related).
- Completes all the monthly Golden Support Reviews for the front desk.
- Sets sales incentives for the front desk employees in conjunction with the General Manager, to assure that overall goals are considered.
- Oversees private party operations.
- Oversees the lost and found bin.
- Oversees all binders at the front desk (birthday, pre-registration, playdate, Mini Prep).
- Offers customer service follow-up to any upset members.
- Ensures all the front desk members have first-aid certifications.
- Oversees the EAP portion at the front desk.
- Assists in maintaining the employee phone list.
- Helps with the subbing process to ensure appropriate staffing.
- Oversees the staff bio book.
- Oversees Member Appreciation Week.
- Ensures the retail area is clean, professional, stocked, labeled and profitable.
- Ensures the vending area is clean, stocked, labeled and profitable.
- Ensures phone calls and emails are being responded to professionally and in a timely manner.
- Creates daily shift notes and sends them to the General Manager and Assistant General Manager.
- Fulfills other duties or responsibilities as assigned by the Employer.
Education/Experience: High school diploma or GED is required. Bachelor’s degree preferred. Two or more years previous customer service and/or administrative office experience required. Intermediate level computer skills required using Word, Excel and other software systems.
Certificates and Licenses: Lifeguard, CPR/AED and First Aid certification required. Shallow water attendant highly recommended.
Work Environment: While performing this job, the employee is exposed to heat and humidity occasionally. Noise level is usually moderate.
Compensación: $21.00 - $23.00 per hour
Tropical Vibes & Impacting Lives!
You feel it the moment you walk in. There’s more than vibrant colors, a tropical theme and happy children. There’s something different, something extraordinary. Something truly GOLDEN. It’s passion. Not just a passion for kids or a passion for swimming…it’s a special passion for changing – even saving – lives, by being a part of kids learning to swim.
When you work at Goldfish, you're not just an employee. You're a part of something bigger. You're making an impact; a splash in the lives of the children in your community. You're an integral part of a team, working together to move forward a mission. You’re also making waves in your future, learning life lessons in and out of the pool through mentorship, leadership and passion. At Goldfish, it’s more than a job - it’s an endless pool of possibilities, opportunities and life-changing moments!
Making Waves with Passion, Purpose & Core Values!
At Goldfish, our core values are at the heart of everything we do, and behind every decision that we make. To us, these values are more than just words - they're embraced with purpose in our everyday lives, and what allows us to make a splash in our community, and in the lives of our members and our team!
We go above and beyond with every detail to create a GOLDEN Experience!
We believe in nurturing a culture that provides WOW! Customer Service
We do the right things, make the right decisions and treat people with Integrity • Compassion • Trust
We meet and exceed expectations so you see Extraordinary Results
We make a big deal about life’s accomplishments by remembering to Celebrate!
Each Goldfish Swim School is an independently owned and operated franchise. The respective Franchisee is the employer at each Goldfish Swim School location. Each franchisee can set their own wages, benefit programs and terms and conditions of employment, which may vary at each Goldfish Swim School location.
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Paid Training
We set you up for Extraordinary Results! It doesn’t matter if you’ve never learned to swim yourself or if you’re a seasoned swimmer, we are proud to provide our team with paid training, certifications and ongoing support.
Flexible Schedules
Work life balance is essential to any team! At Goldfish, we understand you have commitments outside of work - family, school, sports, whatever it may be - and we celebrate that! We offer convenient schedules to accommodate YOU!
All Are Welcome
At Goldfish, we value Diversity & Inclusion! We pride ourselves on creating a welcoming environment for all by treating everyone with Integrity, Compassion and Trust as we work together to make waves for water safety.
Make Waves...In Your Community
Our team members are literal life-savers. Superheroes. Wavemakers. At Goldfish, you’re helping keep the children of your community safer in and around water - and that’s something to CELEBRATE!
Make Waves...In Your Career
Dip your toe into a pool of possibilities at Goldfish! You’ll learn life lessons through leadership, mentorship and ongoing training. From customer service to education, healthcare to business, you’ll gain impactful work experience that is sure to make a splash in your future, no matter what your career path!
High Fives & Tropical Vibes!
We believe in making a big deal about life’s accomplishments by remembering to CELEBRATE! We give high fives, dance and have some serious fun while doing some serious work. And with tiki huts, palm trees and surfboards, every work day will make you feel like you’re on vacay!
Going for Gold!
We align with partners who not only share our passion for water safety, but also share our core values. Helping us make a splash are World Record Holders and Olympic Gold Medalists Ryan Murphy and Cullen Jones! We are also committed to making waves, giving back and saving lives through our partnership with the USA Swimming Foundation.
Grow with Goldfish
There’s no limit to where you can go with Goldfish! We’ve seen part time team members #GrowUpGoldfish - becoming managers, joining the Franchise Support Team, and even going on to own and operate their own Goldfish Swim School! Dip a toe or dive all the way into the pool of possibilities and endless opportunities!