Aquatics Assistant Manager - Guest Engagement

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.                                 

The Aqua Crew Assistant Manager - Guest Engagement is responsible for ensuring a safe, clean, and enjoyable environment for all guests in the pool area. Consistently ensure the team is monitoring pool and pool deck activity and enforcing safety rules. Responsible for overall safety on all pool decks, pool inventory, & fitness centers. The role serves as guest advocate and key advisor to the Guest Engagement Director and leads the operation of our Aqua Crew team. Success in this role is measured primarily by onsite and post-stay guest survey responses evaluating the quality of the amenity and engagement offerings.

COMPANY BENEFITS:

Matching 401K 
Growth & Developmental Opportunities
Comprehensive Medical, Dental & Vision Benefits
EAP – Employee Assistance Program
PTO - Paid Time Off
Travel Benefits, Discounts & FREE Vacations through our ClubGo Program
Tuition Reimbursement & Continuing Education Courses
Outstanding Company Culture

ESSENTIAL DUTIES AND TASKS:

• Ensure the safety of guests and team members who use the swimming pools, water slides, and hot tubs around the resort. Respond to any first aid calls on the pool decks. Hiring, training, coaching, and scheduling of assigned team members.
• Assist with training team on red cross basic first-aid, CPR, and shallow water lifeguard skills.
• Analyze and recommend adjustments to staffing, performance targets and resources to achieve results. Assist with managing department engagement plans, talent review and succession planning.
• Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure that special needs and requests of guests, VIPs, and repeat visitors are fulfilled.
• Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards.  Actively model the brand behaviors in all aspects of the business.  Balance the urgency of meeting budget goals with focus on team, individual, and brand success.
• Assist with managing the daily execution of well-defined activities and entertainment strategies and programs developed by others.  Assist to implement and maintain consistent delivery of guest engagement brand standards and ways of working that create fun and immersive experiences for the entire family.
• Monitor and ensure completion of daily checks in fitness centers and partnering with 3rd party vendors for monthly maintenance.  Maintain partnership and compliance with third party vendors for contracts, performance standards and inspections.

QUALIFICATIONS:

• 2+ years of leadership or supervisory experience in recreation, hospitality, or aquatics preferred

• Strong communication, problem-solving, and organizational skills

• Ability to thrive in a fast-paced, guest-focused environment

• Must meet company requirements to operate company vehicles

LICENSES/CERTIFICATIONS:

• CPR, First-Aid, & Shallow Water Lifeguard a plus

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.