Lifeguard MANUAL

2004

GUARD RESPONSIBILITIES

You are a professional, and a professional attitude must be maintained at all times. We are employed to protect and serve our members. Never forget that not just the safety, but the lives all our members are in your hands. Don’t take risks and don’t cut corners. Be proactive and make sure the pool rules are adhered to at all times. When you walk out the door after your shift, be able to be proud of what you have accomplished that day. “A job well done is its own reward.”

UNIFORMS

1. Uniforms are mandatory whenever on shift; Guard-shirt, red or black trunks or shorts. Ladies, you should wear a swimsuit under your uniform, but on very hot days you may take the shirt off as long as your suit prominently says “Lifeguard” on it.
2. No street shoes should be worn on the chair
3. Keep your uniform clean and accessible 
4. Emergency hip pack should be worn at all times while on your shift.

CHAIN OF COMMAND

For obvious reasons, someone needs to be in charge. Your Head Guards were carefully chosen for their proven leadership, problem solving abilities, willingness to extend themselves in all sorts of situations, professionalism, and knowledge of programs. When I am not on the premises, the Head Guard is in charge. Please realize this is a difficult job, as many of you have known each other for a long time or are close in age. It is sometimes difficult to both give and take direction in those circumstances. I don’t expect a problem but if one arises, please come to me before it runs through the staff.

GUARD ROTATION

1. 2 guards

a. Rotate from office to chair in 15 minute intervals

2. 3 guards

a. Rotate from office to chair to cleaning in 20 minute intervals

3. 4+ guards

a. Rotate from office to chair to standing guard to clean to clean in 15 minute intervals

GUARD ZONES

If you are guarding from the desk, you must be standing. Sitting in a chair or on the south bench does not give you a good visual angle to guard competently. The number of guards required is determined by the number of swimmers.

1-10 Single Guard standing east side or sitting in the chair
11-30 Single Guard in the chair
31-60 Two Guards (Guard chair zones the deep end, east side guard zones shallow)
60+ Three guards (Guard chair zones deep end, south side zones shallow and east side is the “rover”)

SHIFT RESPONSIBILITIES

Opening Shift

1. Unlock bathrooms and turn on the lights. If any aspect of the facility is sub par, please let me know.
2. Remove pool cover
3. Take a pool test
4. Bring out rescue equipment
5. Get out kickboards
6. Set up cash drawer
7. Water flowers (front entry and deck area)

SHIFT RESPONSIBILITIES (Continued)

Rest of Day

1. Take and record pool test every two hours. An outdoor pool can turn sour in a very short time period! Don’t forget!!!
2. Report any “off” chemical readings to the head guard

   a. Chlorine below 1.0 or 3.0+
   b. Ph NOT between 7.2-7.8

3. Make sure all programs are set up
4. If not guarding you should be cleaning…something. Refer to cleaning list.

Closing Shift

1. Empty all garbage cans over ½ full
2. Make a complete sweep of the deck area. Pick up as needed
3. Clean the office and lobby area. This is the first thing our members see and how it looks sends a powerful message
4. Scrub all bathrooms
5. Refill all paper and soap as needed
6. Empty “party packs” and put in fresh bags unless totally empty
7. Take a final pool test
8. Make sure everything is ready to go for the morning. Minimal staff is on at that time and they can’t be pulled away to change the toilet paper
9. Lock all the doors
10. Turn out all the lights
11. Lock the front door
12. . Water flowers (days 75 and above) (front entry and deck area) 

Miscellaneous

1.  Accident Reports
   1. Located in front desk file drawer and is the very front one
   2. Each guard on duty as well as any off duty guards must fill one out immediately after the incident
   3. Give DIRECT observations only. No inference or hearsay
   4. Fill out completely and put it in the managers box
2. Food
   1. No food while guarding
   2. No food in office
3.  Punctuality
   1.  You should be ready for your shift 5 minutes early
   2.  Before you start your rotation, brief yourself on pool chemicals, what has been cleaned, and how things are going
4. Visiting
   1. Conversing with friends has no place while guarding. Keep answering questions asked by members short
   2. Friends should not come over and visit you at work
5. Phone use
   1. Cell phones are to be used on breaks or emergency situations only and must be kept in your locker or car
   2. Office phone is for business only and not for social use
   3. Office area
6. Off duty guards or lesson instructor/aides and children are prohibited from being in the office

HOURS/SCHEDULING

1.  Hours will be based on several criteria: professionalism, seniority, and work ethic.
2.  If you need a sub, it is your responsibility to find one. Please write the shift change in the sub folder
3.  If a sub can’t be found, you are responsible to show up on time and ready to work, no excuses

PAYROLL

1. Raises will be given according to hour’s worked and successful evaluation. Please refer to the pay increase chart included in this manual
2. Accuracy is important. Make sure all time worked entered on your time card is correct. Remember to subtract all time that was subbed.
3. If you have a question concerning your pay, please talk to me immediately
4. Payroll will be tabulated and checks will be available on the following dates:

POOL RULES

1. All swimmers must shower before entering pool. This is a health regulation and needs to be enforced
2. Do not use racing blocks
3. NO glass on deck
4. Single bounce on board only
5. No food or drinks in pool
6. No “camel rides” or “camel fights”
7. No playing under the diving board
8. No diving in the shallow end
9. During shared lap swim and open swim, lap swim will have the east side of the pool (diving board side). Open swim will be to the west. Lap swim gets a minimum of ½ of the pool…more if needed.

EMERGENCY ACTION PLAN

1. Guard 1 blows one long whistle to indicate rescue is underway
2. Guard 2 gets backboard and clears the pool
3. Extract the victim
4. Guard 1 assesses vital signs
5. Guard 2 calls 911 if needed
6. Give care as needed
7. Call manager
8. When the incident is over, complete separate accident reports
9. Pool re-opens only upon head guard or manager approval

FRONT DESK

The front desk attendant is the first contact the member has with the staff. Your attitude and knowledge will make or break the members stay.

CUSTOMER SERVICE

1. First impressions count.
   1. Look professional, not sloppy
   2. Greet each member and guest with a smile and welcoming comment
   3. Eye contact is important
   4. Nod during a conversation
   5. Use attentive body language
   6. Avoid crossed arms, speaking with others, checking the time, etc.
2. Moments matter. Make every contact with our members special
3. Go the extra mile. Little things will make the difference
4. Attitude is everything. Nice isn’t always easy, but it’s part of the job.
5. Be proactive to requests
6. Knowledge is power. Know what you are doing at the desk.
7. Service saves. Handling complaints are part of the job. View a complaint as an opportunity to turn a bad situation into a good one. Don’t be apathetic or be cold or robotic.
   1. Listen
   2. Empathize
   3. Disarm
   4. Take corrective action
   5. Thank them
   6. Follow up

POOL RENTALS AND CABANA RESERVATIONS

All rentals, reservations and special events must be put on the calendar.

Rentals

1. All rentals are put on the calendar in blue. Make sure there is no conflict
2. Fill out Rental Form and have them sign
3. Take payment
4. If it is a phone rental, fill out rental form. Signature and payment must be made within 48 hours
5. Put rental form into managers box for approval

Reservations

1. All cabana reservations are put on the calendar in red.
2. Write which cabana is reserved (S=south, NW=Northwest, NE=Northeast)
3. Indicate name and contact number
4. Write number in party and approximate guests

LESSON SIGNUPS

All group lessons have 3 steps: lesson registration card, class entry, and payment

Group Lessons

1. Lesson Registration Card
   1. All new students parent must fill out a new registration card
   2. All past or current students will already have one
   3. Enter all information needed on the registration card
2. Class entry
   1. Enter student into class book in the proper class and time
3. Payment
   1. Take payment being careful to enter member or nonmember price

Private Lessons

Private lessons are arranged through the teacher and member

1. Place requests for specific instructors will be taped on their locker all others will be posted on the bulletin board and are open to all instructors
2. When the parent comes in for their first lesson, the private lesson form must be filled out
3. Payment must be made for all lessons requested at that time.
4. It is the instructor’s responsibility to check off each lesson given and remind parent when the last lesson is completed.
5. If more lessons are wanted, repeat steps b and c.

RETAIL ITEMS

Goggles and other swimming items are on sale at the front desk.

1. Know the stock and prices of each
2. Cash register is pre-programmed for all items
3. Do not sell the display item unless it is the last one

TEAM SIGNUPS

All team signups have 3 steps: filling out a receipt, roster entry, and payment 

1. Receipts must be written for all team signups and put in the till
2. All names must be put in roster book at time
3. Payment must be taken at time of registration

CASH REGISTER

1. No money is to be taken out of the register for personal use at any time
2. Do not push buttons for fun
3. No employee will use the cash register until properly trained
4. Head guard is responsible for the till during their shift. Accuracy is important!
5. All mistakes must be entered on the days’ cash out sheet. Be specific in your explanation

PHONES

1. Office phone is for business use only
2. Check and handle all phone messages at 9:00am, 3:00pm and 8:00pm

Cleaning

Cleaning and ground maintenance is no ones favorite job, but a highly important one. The health and safety of our members and guests is paramount, and a dirty facility is a health hazard for all. As with all other aspect of this job, a job well done is its own reward. And with that in mind, cutting corners is never an option. Cleaning is the 3rd rotation “station” and needs to be treated as such.

ROTATION

1.  After the guarding aspect of your rotation
   1. Relieve guard and see what cleaning project
   2. Walk the grounds from the shed to tennis courts picking up all debris big and small. It is perfectly acceptable to get some kids to help. This will give them the feeling importance and pool “ownership.”
   3. Check the locker room for debris, running water, paper, soap, and general cleanliness. Restock as needed
   4. Continue with any project that was started by the last person on cleaning rotation
   5. Check the cleaning schedule and begin another project until the next rotatio

LOCKER ROOM

1. The following items must be completed with the proper chemicals before leaving for the night as per training
   1. Mirrors and sinks (refill soap if needed)
   2. Benches
   3. Cubbies (emptied and shut)
   4. Toilets/urinal (refill paper if needed)
   5. Shower area (refill soap if needed)
   6. Floor

LOST AND FOUND

1. As per health department regulations, all undergarments, socks, brushes and combs MUST BE thrown away. Do NOT put these items in lost and found!!!
2. All wet items must be dried before put into the lost and found bucket.
3. There are 2 lost and found bins. When one fills, it will be put in the designated area and a sign will be posted giving all members 1 weeks notice to claim any item. It will then be taken to Value Village.

FRONT DESK/LOBBY

The front desk/lobby area is our members, guests, and prospective member’s first impression of our facilities. It is imperative this area is tidy at all times.

FINAL NOTES:

*Any non-approved, non-chaperoned social event held after closing will result in immediate termination. If you want to get together, please let me know and I’ll make arrangements to be there.

*All staff meetings are paid and mandatory. They will be announced well in advance. Please let me know if you can’t make it.