Job Position: Sales and Service Manager

Reports To: General Manager, Assistant General Manager

FLSA Status: Part-time Non-Exempt

Summary: Oversees the quality and success of the Sales & Service operations of Goldfish Swim School. This encompasses all front desk operations including sales functions, customer service, retail and vending, and workplace employee activities. This individual is responsible for providing 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, weekly audits of the Lead Binders, weekly updates of the Withdrawal Log, and provide a list of needed items for Snack Shack/Treasure island for order.

Duties and Responsibilities: Include the following; other duties may be assigned.

1. Provides leadership, discipline, and constructive feedback to our Front Desk Associates.

2. Assists in directing and controlling the daily operations to ensure the school is running according to GSS standard operating procedures.

3. Assists in the management of Front Desk staff to ensure high productivity, excellent performance and positive employee satisfaction.

4. Provide training of Front Desk associates to provide superior performance in customer service, understanding of LINKS, Point of Sale, and promotional items.

5. Provides sales and marketing training to all qualified sales staff.

6. Trains and oversees birthday party’s staff to ensure that the GSS standard operating procedures are being maintained.

7. 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.

8. Hold a monthly meeting with the Front Desk Staff and Management to go over performance reviews (GSR’s). Discussion of items to address during the Front Desk Meetings will be determined at these meetings.

9. Provide a weekly summary of the Front Desk Notes, explaining any discrepancies in numbers, or customer issues.

10. Provide a weekly audit of the Registration/Withdrawal Log that gets reconciled against the Period Summary Report for accuracy. Report and explain any discrepancies.

11. Provide audit results of the Binder Lead System (Total Number of Leads, Missing Leads, Contacted Leads, Enrolled Leads)

12. Update the Complete Withdrawal Log on a weekly basis.

13. Provide a list of items to order for Snack Shack and Treasure Island.

14. Establishes a relationship with all new employees

15. Conducts all the new hire training- front desk based

16. Works at the desk at least 4 shifts a week

17. Maintains the entire direct debit reporting - Debt/Class Outstanding Balances overseen by the GM and Asst. GM

18. Main contact person for the IClassPro system; ensures all information is accurate

19. Maintains all the monthly reporting through IClass & Salesforce

20. Responsible for troubleshooting all IClass / Salesforce account issues

21. Responds and creates an action plan to the shift, and party notes

22. Oversees the job responsibility list at the front desk

23. Responsible for the overall cleanliness at the front desk and the dry side of the facility

24. Hosts monthly workshops with the employees

25. Completes all the monthly golden support reviews for the front desk

26. Sets sales incentives for the front desk employees in conjunction with the GM, to assure that overall goals are considered

27. Oversees the birthday party operations

28. Oversees the lost and found bin

29. Oversees all binders at the front desk: birthday, pre-registration, playdate, etc.

30. Offers customer service follow-up to any upset members

31. Ensures all the front desk members have Ellis first-aid certifications

32. Oversees the E.A.P. portion at the front desk

33. Assists in maintaining the employee phone list

34. Helps with the subbing process to assure appropriate staffing

35. Oversees Parent Appreciation Week

36. Ensures the retail area is clean, professional, stocked, labeled, and profitable

37. Ensures the vending area is clean, stocked, labeled, and profitable

38. Ensures phone calls and emails are being responded to professionally and in a timely manner

39. Creates daily shift notes and sends them to the general manager and assistant general manager

Job Types: Full-time, Part-time

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Paid time off
• Vision insurance

Schedule:

• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Buffalo, NY 14221: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Lifeguard: 1 year (Preferred)

License/Certification:

• First Aid Certification (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: One location

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