Charlotte Stone

As the Swim School Coordinator, I lead the Swim School teams at HBF Stadium and HBF Arena, overseeing the operations of the Swim School Programs. Our focus is on delivering safe, high-quality customer experiences while optimizing venue usage and maximizing financial returns.

Responsibilities Include:

Customer Service and Administration:

• Coordinate phone inquiries, bookings, and enrollment system maintenance.
• Manage payments, receipts, and maintain customer records.
• Prepare reports and evaluate program effectiveness.
• Follow up on swim school sales inquiries.
  

Financial Management and Evaluation:

• Assist with budget preparation and expenditure approval.
• Review the swim school programs for quality and customer satisfaction.
• Monitor the Swim School KPIs for financial efficiency.
  

Marketing and Promotion:

• Coordinate promotional materials and liaise with marketing.
  

Staff Supervision:

• Recruit and manage staff for the swim school programs.
• Provide feedback to supervisors and monitor instructor performance.
  

Safety and Health:

• Understand emergency plans and safety procedures.
• Ensure compliance with safety standards.
  

Other Duties:

• Identify improvements, undertake coaching, and maintain a safe environment.

As the Swim School Supervisor, I managed the daily operations of the Swim School Programs, prioritizing safety, quality customer experiences, and financial performance.

Responsibilities Included:

Administration:

• Manage swim school programs, including phone and email inquiries, enrolment system maintenance, payments, and program evaluation.
• Follow up on sales inquiries and maintain equipment.
• Supervise day-to-day operations and contribute to program reviews.
• Assist with marketing and liaise with bookings officers.

Customer Service:

• Provide information to customers and address queries and complaints.
• Interact with parents and students on the pool deck.

Staff Supervision:

• Assist with staff recruitment and induction.
• Monitor swim instructors, provide feedback, and ensure quality teaching.
• Arrange rosters and assess AUSTSWIM Instructor Certificate students.

Occupational Safety and Health:

• Follow emergency plans and safety procedures.

Other:

• Identify improvements for Swim School procedures.
• Undertake coaching duties and maintain a safe environment.

As the Assistant Sports Coordinator I coordinated the day to day operation and development of sports programs to ensure safe and high quality customer experiences, optimise participation and maximise financial returns.

Responsibilities Included:

Employee Supervision:

• Administered training and performance for casual sports program employees.
• Assisted in recruiting casual employees.
• Managed employee rosters and qualifications.

Sports and Programs Administration:

• Provided administrative support for sports programs (registrations, payments, statistics, etc.).
• Organised sports programs, including facility booking and equipment setup.
• Ensured sporting equipment and playing surfaces are well-maintained.
• Contributed to program development and financial monitoring.

Customer Service:

• Welcomed and assisted customers.
• Handled queries and complaints.
• Participated in customer satisfaction surveys.

Occupational Safety and Health:

• Followed emergency plans, safety procedures, and safe work instructions.