Keeping Your Head Above Water
A guide to maintaining excellent operations in the midst of adversity
By Jordan Brouillard
There’s no question that the aquatic industry has faced many challenges since the pandemic began. The challenges in forcing pool and water-park operators outside their comfort zone seem like they are here to stay for a while. The industry, however, demands high expectations for safety and customer experience, which means there must be solutions! Planning ahead, acting with purpose, and being flexible are crucial to success; these factors play a huge role in maintaining excellence in the face of adversity.
Photo: © Can Stock Photo / serrnovik
Planning Ahead
You’ve probably heard the adage, “Failing to plan is planning to fail.” As you operate through a summer season, take notes and reports on operations. Planning for a pool and/or waterpark season begins a year in advance. For example, 2023 summer planning should begin during the summer of 2022. This provides an opportunity to retain employees and evaluate operations for the next season. Some struggles, though, may come from staffing shortages, COVID protocols, or upset patrons. Here are a few ways to plan for these struggles:
1. Staffing
There will be a shortage of lifeguards and other staff members. Recruiting and hiring for a summer season that begins Memorial Day weekend should start the season prior. Most staff members are seasonal and college students. Begin recruiting efforts with those individuals. Send an email to staff members in December, wishing them good luck on finals and happy holidays. This will accomplish a couple of things:
It reminds them you exist, and you are thinking about them. A short email can mean a lot to some individuals.
It provides a chance to gauge their interest in returning for another season.
This will ultimately provide a more accurate number of how many new staff members need to be recruited—information you will know by the beginning of the new year.
Next, how do you recruit new employees? Start with current or seasonal staff members and inquire if they have friends or family who may be interested in lifeguarding. Focus the recruiting effort on the experience! Lifeguarding is one of the most meaningful jobs, especially for young employees. They gain valuable lifesaving skills, leadership skills, communication skills, and develop a strong work ethic—all valuable assets, no matter what career path they choose. Can’t convince them? Get the parents involved!
Photo: Plainfield Parks and Recreation Department
2. COVID Protocols
Many industries faced uncertainty during the pandemic because they didn’t know what type of federal, state, or local regulations would be enforced. Luckily, more information about COVID-19 is becoming available—certainly more than in the past two years—so you can operate with more experience. Develop a relationship with the local health departments so an open dialogue about COVID-19 procedures can be discussed. Typically, these agencies have inside knowledge about how data are interpreted. Get their suggestions before implementing new procedures. When in doubt, consult with professionals. In some cases, your agency may get direction from a board of directors or town/city officials. As an operator, you need to give the decision makers (if you are not the decision maker) professional knowledge/opinions for them to make appropriate decisions. When you know the protocols are in place, write a plan specific to operations that aligns with the necessary protocols. Rules such as “one person in the guard room at a time,” “wipe down guard tubes after use,” “social distance during staff meetings,” etc. are all necessary items to put in writing to ensure employees will not be in quarantine.
Acting With Purpose
When operating on a lean staff schedule or under restrictions, it’s important that every move or decision made is purposeful. What is the vision of the agency? If you know the answer, all decisions and operations should point in that direction, even in uncertain times. For example, purposefully supervising day-to-day operations will ensure that excellent standards are met. It also affords an opportunity to make adjustments that will allow for the vision to be accomplished. While it’s difficult to anticipate everything in the industry, being purposeful can also control the things you know are happening. Similar to planning ahead, set the team up for success throughout the day. For example, if you know the second shift will be short-staffed, focus at the beginning of the day on accomplishing tasks that may not be completed later in the day, such as keeping the pump room stocked or preparing first-aid equipment. This type of behavior will ensure nothing falls through the cracks, even when the unexpected occurs.
Photo: Plainfield Parks and Recreation Department
Being Flexible
Aquatic-facility operators are already tasked with thinking quickly and being creative. When faced with challenges, be solution-oriented. There are obvious non-negotiable parts of the operations, especially when it comes to safety, but what are some aspects that can be altered? Are there alternatives to operating hours? Can current employees be re-assigned to another area where there is a need? Can technology and other supplies be purchased to supplement services? Look to frontline employees for solutions. Many times these employees have experienced similar situations firsthand, often more recently than managers have. Giving them the opportunity to offer creative solutions to challenges will make them feel like valued members of the team. By no means, however, should safety be compromised. When push comes to shove, don’t be afraid to make difficult decisions, for example, to close attractions or shut them down altogether. Sometimes, adaptability needs to be demonstrated.
There is no doubt that aquatics will face new challenges as the industry heads into the 2022 summer season. Those in the field have a reputation to uphold in order to maintain operational integrity and an excellent level of service to staff and community members. As you emerge from a season of adversity, the experiences will make you more prepared and better equipped to keep your head above water for seasons to come.
Jordan Brouillard, CPRP, is the General Manager of the Richard A. Carlucci Recreation & Aquatic Center for Plainfield Parks and Recreation in Indiana. He has over 15 years of aquatic experience and has served as an Ellis & Associates lifeguard instructor for 8 years. Reach him at jbrouillard@townofplainfield.com.