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You - Dean Greenwood Swim School

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									                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Greenwoods Aquatic Enterprises Ltd.
Is a privately owned company that provides swimming pool management and aquatic education
services.
The company was established in 1989 and developed over the next 20 years to manage up to 5
facilities which included 3 swim school operations.

We believe that we have developed a model for successfully operating small school and public
pools for the benefit of the stakeholders be they a school, council, local community and
Greenwoods Aquatics.

Our Vision
To continue to develop our business model so that it can be successfully incorporated into other
facilities.
Providing the local community with a valuable resource, incorporating professionally run swim
schools and other aquatic services. While providing for the major stakeholders interests.


To provide our clients with a positively memorable experience.


To provide our employees with the opportunity to develop their skills and grow to their full
potential.

Our Method
Provide exceptional customer service in all areas, products and services.
So that word-of-mouth marketing is our most effective method of promoting the business.


All roles within the organization are tasked with providing an exceptional customer experience.
Through providing a clean, comfortable and safe environment.
Through anticipating customer needs
Through being proactive regarding pupils progress through the swim school.
Through being welcoming, friendly, helpful, professional and informative.
Through going the extra step.
Through evolving our service based on feedback, results and experience.


We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                    Page 1
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                                      THE PURPOSE

To make and keep customers – customers are important – if you do not think so, try
                        doing business without them.

                                     What is in it for me?

This manual is radically different for other customer service manuals, because it is
about why we do it, as well as what we do.


 If we were only told WHAT to do, we would be trying to make you do it – making
                                 you efficient


However, by telling you why we do it, we are making you want to do it
                             – making you effective


So, through this manual you will find references to how YOU feel when you give top
service to a customer…


…I.E. what is in it for you to give good customer service?




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                    Page 2
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                              WHO IS THE CUSTOMER?

                          Internal customers – our co-workers

                                We are friendly towards out
                                Co-workers, trust them and
                                 Treat them with respect


                                     They will be friendly,
                                            trust us
                                    And treat us with respect


                                  This makes us feel valued
                                  and we like working here


                                  We have a good attitude
                                   to our co-workers and
                                  enjoy working with them


                                     Because we enjoy
                                    working with our co-
                                  workers, we behave in a
                                  positive manner towards
                                  them which makes them
                                        feel important




   YOU WILL NEVER TREAT YOUR CUSTOMERS ANY BETTER THAN YOU
                       TREAT EACH OTHER




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                    Page 3
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                              WHO IS THE CUSTOMER?

                           External Customers – Our Customers

                                The Customer Service Cycle

                               We initiate good customer service




                    That makes the customer feel good and important




               The customer acts in a positive and friendly way back to us




    That makes us feel good and we feel valued so we act in a positive and friendly
                                way to the customer




 Which makes the customer feel even more special, tells friends about us and is keen
                                    to return




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                    Page 4
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                       CUSTOMER SERVICE – WHY DO IT?

                                  Do it for the customers


                           GIVE THE CUSTOMER VALUE

                          Value equals benefit minus cost


   We increase the value of their experience by increasing the benefit we give them


    We have no control on the COSTS such as the price they pay for our services
                or the time and effort it has taken them to get here


  So, the only way we can increase their VALUE is to increase the BENEFITS they
                              receive when they are here
     fun with the family, enjoyment of the warm water, excitement of the lessons


                                     How do we do that?


   If the water is warm – the pools and facilities are clean, - what more can we do?

  The answer is easy – make the customers feel special, really important – so special
                       that they want to return again and again.

                        THIS IS GOOD CUSTOMER SERVICE

                            And it is the only way to
                   INCREASE THE VALUE TO THE CUSTOMER




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                    Page 5
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                       CUSTOMER SERVICE – WHY DO IT?

                         What is the Customer Service Chain?
  It describes the process how different areas of our organisation interface with each
                                         other


    The                                                Your supervisor
    customer                    You


                               The owner                    Your Manager



     So, the customer interacts only with you …so, you are the face of the


                                   Pool and Swim School


                                      Not the Manager


                                       Not the Owner


                                      Not the supervisor


                                      Not the Principal




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                    Page 6
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

          WHAT DOES GOOD CUSTOMER SERVICE LOOK LIKE?


     OUR                                                                        EXCELLENT
                                              OUR
   ATTITUDE
                          +              BEHAVIOUR              =              CUSTOMER
     Know why                                                                   SERVICE
                                          Know how
     wanting to                           Capable of                         Customer feels
       do it                                                                   important
                                           doing it



                     Customer responds positively and you feel good.

                              This confirms our positive attitude

      Every time a customer feels special, they respond by making us feel special

 Where else can you get positive reinforcement and personal endorsements hundreds
                                    of times a day?


         GOOD CUSTOMER SERVICE ADDS VALUE TO THEIR DAY


         GOOD CUSTOMER SERVICE ADDS VALUE TO YOUR DAY


       GOOD CUSTOMER SERVICE ADDS VALUE TO OUR BUSINESS




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                    Page 7
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                                 MOMENT OF TRUTH

Imagine       you are the customer, as you approach the employee, what do you notice
              first? In other words what are you looking at?

What are you telling them?

       Always                                                 You are special.
        smile          We’re telling our customers
                                                              So I am really pleased to
                                                              see you



    Immediately                                               You are special
    stop what                                                 So I am giving you my
    we are                  We’re telling
                                                              undivided attention
    doing and
                           our customers
    make direct
    eye contact




    Be friendly                                               You are special
    and chat to
                          We’re telling
    our                                                       So I want to talk to you
    customers             our customers




    Proactively                                               You are special
    look for
    every                 We’re telling                       So we want to help you
    possible                                                  in any way we can
    way to                our customers
    assist the
    customer

We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                    Page 8
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience




    Ensure we                                                 You are special
    look clean,           We’re telling
    tidy and                                                  So we want to be sure
                          our customers
    professional                                              that we give you good
                                                              value for your money



    When our                                                  You are special
    workplace              We’re telling
    is clean and                                              So we will make our
    tidy                   our customers
                                                              pool as inviting to you as
                                                              we can




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                    Page 9
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                                      APPEARANCES

  This is the very first opportunity the customer has to gain a positive image of our
                                      organisation

                       Why is it important to convey a positive
                                       image?




                          Gives                Conveys a                   Conveys an
    Health
      and              customers                positive                  impression of
                       a feeling of              image                   professionalism
     Safety
                       confidence
    reasons



                       How do we convey a positive image?



                                We welcome our                          We have personal
  We have a
                                 customers in a                            grooming
  Dress code
                                warm and friendly                          standards
                                    manner



 Correct                                 Eye                                    Hair

 uniform                               contact                                 Tidy &

                                                                                clean

We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 10
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience




 Uniform                             Welcoming                              Hands, face,
                                                                               teeth
  Worn                                  smile
                                                                                clean
 correctly



 Uniform                              Friendly                              Nails cut &

  Tidy &                            enthusiastic                                Clean
  clean
                                      greeting



 Uniform                               Upright                             No body odour
   warn
                                       posture
 correctly



 Covered                          Open gestures                               Minimal
 footwear                                                                    jewellery




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 11
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience



                  COMMUNICATING WITH THE CUSTOMER




                                       FACE TO FACE




THE GREETING


          Greetings are important. It needs to be verbal and non-verbal
                         ALWAYS WELCOME OUR CLIENTS

VERBAL
                   Good morning or good afternoon
                   How can I help you
                   Listen to names so you can repeat these back to the customer
                   Chat to the customers as you are serving them and note
                    anything that is unique
                   Finish with “enjoy your day” or “Thank you, have a nice day”




NON-VERBAL


                   Make eye contact
                   Smile – make it natural, not forced
                   Stand erect, shoulders back


We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 12
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience



                  COMMUNICATING WITH THE CUSTOMER



                                         BY PHONE


THE GREETING


PROCESS
  Answer the phone within 4 rings
  If the phone rings while you are serving a customer, excuse yourself, take
    the number and phone back, or ask them to hold the line a moment
  Always use the greeting
  If on the phone and a customer arrives smile at the customer to
    acknowledge they are there
  Deal with the callers request as quickly as possible, enthusiastically, and in a
    helpful fashion
  Always close the call by saying “Thanks for calling”
WHY IS IT IMPORTANT TO TALK TO CUSTOMERS COURTEOUSLY

ON THE PHONE?

Whilst on the phone we can only communicate with our voice – so we must take a
special effort to ensure that our voice tells customers that we are enthusiastic, alert,
interested and helpful.
Whilst on the phone;
                   Stand erect if appropriate
                   Hold your head upright
                   Smile




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 13
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience



                  COMMUNICATING WITH THE CUSTOMER


                         ACROSS DIFFERENT CULTURES



Our colloquial language can be very confusing to people from other
cultures…if you had never heard these phrases before what would you think
they would mean?


       I’m flat    Hang on       Catch ya’      Give me a        Come         It’s driving me
        out at      mate           later        couple of        again          up the wall
         the                                     minutes
       moment



SHARPEN YOUR SELF-AWARENESS


Ask yourself?


       Is my body language congruent with what I am saying
       Can the customer understand the actual words that I am saying
       Do I need to speak more slowly and clearly
       Am I being understood
       If I am not being understood by the person I am talking to, is there anybody
        else in the group I can speak with




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 14
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                       COMMUNICATING WITH THE CUSTOMERS

                             ACROSS DIFFERENT CULTURES

Eye Contact
      NZ, American and European                               Japanese

    Eye contact signifies empathy,          Direct eye contact can be perceived to be

    understanding, trustfulness and         intimidating, confrontational even

    friendliness                            threatening

     No eye contact signifies lack of       No direct eye contact signifies respect,
      concern, distrustfulness and                obedience and friendliness
               resistance

                                        The Greeting

      NZ, American and European                              Japanese

    Hi, enjoying your day? To the           Always formal “Good morning

    more formal, “Good morning              sir/madam, I am pleased to meet you”

    sir/madam, how are you”
                                                     Do not use first names

          Maintain eye contact                          Avoid eye contact

                                               Understand that the word “thank
                                             you” is not a word that the Japanese
                                              commonly use. They tend to show
                                                   their gratitude with gifts.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 15
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                               Body Language and customs



                                                Maori and Pacific Island culture
    New Zealand culture
    Open gestures –                         Likely to offend with habits such as
    demonstrative and
                                            sitting on tables where food is to be
    exaggerated hand and arm
    gestures                                served

    Nodding of the head or saying
                                            Time/punctuality is not a high priority
    “yes”
                                             Casual almost overfriendly approach




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 16
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience


                    COMMUNICATING WITH THE CUSTOMER

                                     SPECIAL NEEDS


                  Impaired                                       Mental

                  Eyesight                                     Disabilities




                                                                                   Physical
Impaired
                                         Special                                 Disabilities
 Hearing
                                         Needs


                    Senior                                       Infants

                    Citizen




     Identify the special needs of the customer


     Assist the customer


     Be aware of the special needs of the customer


       Ensure the special needs customer feels welcome


We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 17
   The Human Rights Act specifies clearly that we must treat all
 people with special needs with dignity and be willing and able to
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience



                               HANDLING CUSTOMER PROBLEMS

                                THE PROCESS


The best way to handle customer problems is to…. L.A.U.G.H. at them


Listen        listen intently and force yourself to remain silent except to

              Respond to a question

              Maintain eye contact

              Use correct body language



Acknowledge and apologise            Nod at appropriate times

                                     Address them by name

                                     Take responsibility to rectify the situation

                                     Realise that the customer is looking for

                                     an opportunity to vent their anger

Understand            Say something like I fully understand how you must

                             be feel. I would feel the same in your position.

                      Summarise in your own words what the customer

                             Concerns and your interpretation of concern




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 18
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience




Give          Ask them what you can do for them

              Let the customer feel they are in control

              Correct the problem immediately

              Be aware of the Customer Guarantees Act

              Be sincere




Hit home      Ensure the customer is entirely satisfied with the result

              This is an opportunity to turn the angry customer into a fan

              Follow up with the customer to ensure all is well




Complete a Client Complaint / Feedback form.

              This formalizes the process and ensures that we have all the details

              we need to resolve the situation and follow up with the client if we

              cannot rectify the problem immediately.

Ensure the necessary action is taken.

              This is your responsibility.



We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 19
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

HOW CAN I LEARN FROM THIS


                   ACCEPTING RESPONSIBILITY FOR OUR LEARNING



                               We control our own destiny

                    We are ultimately responsible and accountable

WE are not immune from the constant pressure and stress caused by the constant
barrage of attitudes and behaviour of our customers – to think otherwise would
be very naïve.

So, when we are getting annoyed with customers’ constant demands on us, we
can decide how we will react because we have choices – choices that will govern
our actions – actions that will produce either negative or positive consequences.



                                        CHOICES




                                           ACTIONS




                                      CONSEQUENCES




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 20
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Customer services always be welcoming and use names whenever possible.

Find out what they want

                             Regular lane swimmer, health & exercise
                             Relaxation
                             Learn to swim
                             Kids programs
                             Public swimming times
                             Swim wear
                             Swim accessories
                             Pool bookings
                             Just having a look
                             Fitness
                             Technique
                             Concessions
                             Gift certs.
                             Food and drink
                             Competitive swimming
                             Triathlon
                             School sports
                             Employment

Advise them how we can assist them. Be informative and helpful
                           Pool opening / closing times / quieter times
                             Casual prices and discounted concessions etc.
                             Pool temperature
                             Pool testing
                             Pool depth
                             Pool safety, rules and guidelines
                             Be helpful      advise where change rooms are
                                             Advise about valuables storage
                                             Advise about other activities

We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 21
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                                            Advise about hire articles
                                            Advise about suitable lane

Show off our range of swimwear and accessories
                           Indicate which would be suitable for them
                             Indicate the attractive pricing
                             Indicate the quality of the product
                             Assist in trying goggles etc.
                             Indicate any SPECIAL OFFERS




LISTEN to the customer

                             Record any helpful feedback.
                             Learn about the customer, what they want and need.
                             Provide them with information about our services and products
                             that could be of value and assistance to them.
                             Be aware of opportunities to match their needs with our products
                             and services.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 22
                                     Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

Promotional materials

If clients wish to take information away with them to consider helpfully provide them with our
promotional materials.
Note what this is and where it is stored.
Attach (staple) a note (DGSS note paper) with your name and the relevant number circled for
their reference.


Brochures              DGSS A4 glossy DLE fold      shows all the swim school venues
                                                    and some info in the programs with
                                                    contact details and maps.


                       Birthday Party               promotes pool hire for birthday parties
                                                    (part of DLE above)


                       Holiday Programs A2          promotes swimming & water safety
                       (double sided)               holiday programs.


                       Introduce a Friend           details of the “IAF” promotion
                       A2, double sided


                       Pool open hours and          details pool hours and prices
                       Prices
                       DLE, double sided


Website                www.dgss.co.nz               outlines venues, services & products and
                                                    Swim school information.


DGSS notepaper         small tear off pads          for making notes on specific inquiries from
                                                    Clients. Always include your name and
                                                    number so they can follow up.



We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 23
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Swim School Policy


All swimming lessons conducted at the Mt Eden Swimming Pool are to be carried out by DGSS
staff and administered by DGSS.

All bookings for any DGSS services are to be made through the appropriate staff at the
Swimming Pool.

All fees for DGSS services are to be paid to Greenwoods Aquatic Enterprises Ltd.

DGSS will provide all instructors and resources for any and all lessons at the pool.

1:1 Lessons

Increased demands for one on one lessons has caused us to assess the real cost of providing this
service and to re organise the systems involved, to bring the lessons in line with the swim school
policy.

Our instructors are employed to teach swimming, not administer/organise lessons; these duties
are carried out by admin staff coordinating the swim school program. This ensures the swim
school program provides organised, coordinated services and best utilises instructors, time and
resources.




Costs include – pool space, water, heating, treating, cleaning, training, resources, wages and
marketing.

Prices:        1 on 1 30min classes = $40.00 (adult)

               1 on 1 20 min classes = $30.00 (child)

               1 on 2 30 min classes = $70.00 ($35.00 each)




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 24
                                     Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Background

The Dean Greenwood Swim School was established in 1995 at the Mt Eden Swimming Pool, Mt
Eden, Auckland.

The Swim School’s principal, Dean Greenwood has been involved in swimming, Surflifesaving
and marathon swimming, as a New Zealand Representative and National Champion,

And also as a coach to some of New Zealand’s top swimmers.

With over 30 years background in swimming Dean has developed his own swim school to put
something back into a past time that he loves.

The swim school caters for all levels of swimmer from babies as young as 6 months old to
masters swimmers in their 80’s who are still representing their country.

The swim school is set up to allow a steady progression through the various levels of ability for
all participants.

Sessions are also available for serious competitive swimmers, and the swim school is associated
with the Mt Eden Swimming Club who currently have some of New Zealand’s most exciting
rising stars amongst their team.

Training groups for younger swimmers who love swimming but who may not be able to commit
the time to competitive swimming are available and are flexible to allow for other past times.
These are designed for fun, fitness and skill development.

Fitness training for triathletes, masters, open water swimmers and keep fitters are also available
and operate year round with focus on fitness, technique development and fun.

Private classes can be arranged to cater for the specific requirements of individuals or small
groups.



Classes are available daily at a variety of locations in Auckland




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 25
                                     Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

Booking policy



General Swim School Information

Learn to swim classes are scheduled for 30 minutes and allow for games in which skills are
introduced and developed and for consultation with caregivers if required

Class numbers do vary from pool to pool but are generally 4 to 5 at preschool level, 5 to 6 at
school age level and up to 7 or 8 in stroke level classes and above.

Mid term reports are issued to pupils in week 6 of the 10 week terms. These provide feedback on
progress to date and likely class movement in the following term.

Certificates are issued at the completion of the course.

The first lesson is used to accurately assess levels of ability since some class changes may be
necessary.

One (1) Make up lesson per term is available for illness only. Consideration will be given in
cases where severe illness or broken bones are present. A doctors certificate may be required.

Course fees are payable up to and including the first lesson.

There are no classes on public holidays and participants are not charged for these days.




Costs

Learn to swim classes          $13 per class          $130 per 10 week term

Mini Squads                                           $225 per 10 week term

Youth Squads                                          $250 per 10 week term

Holiday Block Courses          various                c$8-10 / class

Class times and days

Monday to Friday               afternoons             1530-1830

Saturdays                      mornings               0830 - 1230

We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 26
                                     Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Mt Eden       30a Bellevue Rd, Mt Eden, Auckland.

              Classes generally progress from Pre School or Beginner level through to
              Advanced level each afternoon and on Saturday mornings.

              Classes are 30 minutes in duration. Although baby classes are 20 minutes.

              Stroke classes and mini squads are on at the same time although in the
              25m lap pool.

              Monday to Friday

              3.30           preschool/beginner (5)         stroke 25 (7) Mini squad 45 min

              4.00           advanced beginner (6)          stroke 100 (7)

              4.30           breather (6)                                    Age Squad 75 min

              5.00           advanced breather (6)

              5.30           advanced (6)                                    Senior squad 90 min

              6.00           adult   (6)

              Saturday

              9.00 to 12 noon        up to 3 instructors will provide 30 minute classes at a
                                     variety of levels during the morning.

              Tuesday, Thursday and Saturday

              Fitness Training Squad        6.00am to 7.00am, and 8.00 to 9.00am Saturday




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 27
                                     Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Kelston Girls College Pool Lynwood Road, Kelston

              Due to the availability of space at this venue we can offer a variety of
              classes simultaneously.

              This provides for the possibility of coinciding classes for siblings.

              Classes are 30 minutes in duration. Although baby classes are 20 minutes.

              Stroke classes and mini squads are on at the same time.

              3.30    preschool/beginner (4)         up to 5 instructors     stroke 25 (7)

              4.00    advanced beginner (5)          will provide a range stroke 100 (8)

              4.30    breather (5)                   of classes at various   Mini squad 45 min

              5.00    advanced breather (5)          levels throughout the Youth Squad 75 min

              5.30    advanced (6)                   afternoon.

              6.00    adult   (6)



              Saturday

              9.00 to 12 noon         Instructors will provide 30 minute classes at a variety of
                                     levels during the morning.

              Monday, Wednesday and Friday

              Fitness Training Squad          6.00am to 7.00am, and 6.30 to 7.300pm

              For triathletes, open water swimmers, masters swimmers, keep fitters.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 28
                                     Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

New Windsor School Pool Peter Buck Rd, New Windsor

               Due to the availability of space at this venue we can offer a
               variety of classes simultaneously.

               This provides for the possibility of coinciding classes for siblings.

               Classes are 30 minutes in duration. Although baby classes are 20 minutes.

               Stroke classes and mini squads are on at the same time.

Monday to Friday

3.30   preschool/beginner (4)         up to 4 instructors                      stroke 25 (7)

4.00   advanced beginner (6)          will provide a range                     stroke 100 (8)

4.30   breather (6)                   of classes at various        Mini squad 45 minutes

5.00   advanced breather (6)          levels throughout the

5.30   advanced (7)                   afternoon.

6.00   adult   (6)



Saturday

9.00 to 12 noon        Instructors will provide 30 minute classes at a variety of levels

                      during the morning.




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                                     Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

Instructors



Many of our teaching staff got involved because they have a background in swimming or wanted
to find a position where they could work with children, contributing to their life skills and
enjoyment of New Zealand’s aquatic environment.

Swimming instructing is predominantly a part time role working in the after school hours or
during the day with preschoolers.

It can also at times be very full on, working with school groups during the day.

The Instructors are part of a team, working to teach very important skills to young, and not so
young people in a safe, positive and fun environment.

Teacher induction begins with either an assessment of teaching ability for experienced
instructors or for new instructors, some time assisting an experienced instructor to get a feel for
the role.

Further training includes in-house sessions and sometimes courses with Swimming NZ.

Once the teacher is assessed as being ready they are allocated small classes initially and assisted
to develop their knowledge, experience and confidence in teaching swimming.

Swim school instructors are obligated to participate in ongoing Dean Greenwood Swim School
training and are encouraged to also gain further qualifications through the Swimming New
Zealand Education framework.

This includes 20 hours of supervised teaching, before they are certified to teach their own
classes.

Teachers in the swim school are reviewed regularly to assess their performance in, and
understanding of the swim school’s teaching pathways.

Pathways is the swim schools guidelines for teaching the progression in skills at each learning
level.




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Regular Instructor training workshops include:

Health and safety

Rescue techniques and water safety

Teaching techniques

Child development and learning stages

Updates on new developments in teaching swimming

Swim school policy

Feedback and reinforcement sessions



All instructors are provided with uniforms, cost price swimwear and other staff benefits.



Laser Mt Eden Swimming Club



Contact numbers       Generally through Head Coach Glenn Hamblyn at Mt Eden 6301123

Club nights           3rd Monday of the month, at Mt Eden, 5pm to 7pm

Registration          Through the Club registrar, forms available at Mt Eden

Information           available on the swim clubs website
                      www.sportsground.co.nz/lasermtedenswim

Events                as above

Results               as above

News                  as above

Coaches corner        as above




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                                     Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience



Fitness Training Squads

These groups cater for Triathletes looking to compete in their first sprint/fun triathlon through to
those who are competing in their 10th Ironman.

The program is periodised to allow time to develop technique, endurance, strength and speed for
the athletes particular event.

Qualified and experienced coaches oversee the sessions and provide feedback on technique and
challenging programs to extend swimmers at all levels.

The Fitness squad is also available for Masters swimmers preparing for competitions and Open
water swimmers who may be building up for the summer harbour swim series or stroke and
stride events.

Even Novice swimmers who just want to extend themselves and get fit or lose weight or perhaps
rehabilitate can join the program and swim at their own level.

The overall aim of the programs run at Mt Eden ( Tuesday, Thursday and Saturday mornings)
and Kelston ( Monday, Wednesday and Fridays, morning sessions), is to have fun, meet others
and enjoy the process.

Squad members enjoy generous discounts on swimwear and accessories through the Swim
School.




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FAQs

Dean Greenwood Swim School

How long are the classes?                    Baby classes can be 20 minutes
                                             Most classes are 30 minutes
How many participants?                       Preschool classes are 4-5
                                             School age are 5-6
                                             Stroke classes & squads may have more.
How old do pupils have to be?                Baby classes start from 6 months old
                                             There is no upper limit
Do I need to get in with my child?           Only for the parent/child classes, 6mnths - 3.5yrs

Can my child wear nappies in the pool?       Only approved swimmers nappies should be worn.

Can my child swim before or after their lesson?       This will depend on whether space is
                                             available, generally this is not possible.
What if my child is sick?                    There is one (1) makeup lesson per term for illness.
                                             You must advise the Swim School before the lesson
                                             that your child will not be attending due to illness.
What if we are going on holiday?             This is at your discretion, your space in the class
                                             will be held for you whether you attend or choose
                                             not to.
What is the non refundable deposit for?      This secures your place in the class and ensures that
                                             it is not allocated to someone else.
Are there any discounts?                     The first swimmer per family pays full price, other
                                             siblings receive a 10% discount if paid in the 1st
                                              week
How do I know if they are progressing?       You will receive a mid term report which will
                                             indicate how they are going and if they are likely to
                                             move up next term.
What if my child is not progressing?         Sometimes children to take time to master some
                                             skills. If you are concerned advise reception who
                                              will follow up your concern with the relevant
                                              instructor.
Can I change classes / days?                 This is at the discretion of the Swim School and
                                              may incur an administration fee. If possible
                                              changes are
                                             Usually accommodated.

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What experience / training do the instructors have? All our instructors receive comprehensive
                                              in-house training including theory and practical
                                              sessions and are not rostered on until they have
                                              shown competence to teach at the various levels.
                                              Instructors are also required to attend regular
                                              training sessions and are performance assessed each
                                              term.
Is the water tested?                          Water tests are conducted several times per day and
                                              also include regular microbiological testing.




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SPLASH                       Is the swim school software program used by the swim school
                             to record all details regarding our clients swimming.
Booking procedures           Follow SPLASH booking system
                             Collect ALL information especially contact details (EMAIL)
Assessing swimmers level     This can be done by questioning the parent against the class
                             levels, graphic attached, and estimating the pupils level.
                             Or if unsure organize an experienced instructor to assess the
                             child in the water, preferably straight away, or make an
                             appointment.
                             Practical assessments will be required for older children and
                             especially for squad level swimmers.
Mid term reports             are estimates by the instructor of how the swimmer will have
                             progressed by the end of the term and are a guide only.
                             These are done in week 5 and issued in week 6.
Achievement certificates     are provided when the swimmer moves up a level.
                             Stickers for each level are available from Preschool to Squad.
Medical certificates         Are necessary for long term illnesses or injuries
Make up lessons              1 per term is available.
Competitive squads           All arrangements to join the competitive level squads must be
                             made through the coach. Make an appointment for an assessment
                             And meeting with the coach.




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Customer service             Swim School inquiries
       fit them in           Make every effort to accommodate swimmers wishing to book
                             into the swim school, offer every available space and combination.
                             Then refer the matter to the OSS who has the authority to create
                             positions if possible.
       Holidays, other sports, other events
                             These are up to the family and cannot generally be accommodated
                             by the swim school. The swim school must be advised at the time
                             of booking that time away is possible and negotiated at that time
                             by the OSS.
       Dissatisfied with instructor
                             If there is dissatisfaction with an instructor complete a complaint
                             form and refer to the OSS for actioning. Assure the client that
                             The matter will be dealt with immediately and the swim school
                             will be in contact with them with solutions. Maintain
                             confidentiality in all cases.
       Unhappy with other class members
                             As above.
       Want to move up / down / days / times
                             Movements are at the discretion of the swim school and may
                             require further assessments and investigation of possible solutions
                             before any action may be taken.
                             Generally moves are not encouraged after week 3.
       Goggles               pupils should be encouraged to wear goggles in their classes.
                             Hire goggles are available for $1
                             Or goggles can be purchased from the swim shop.
       Gromits               children are usually able to swim with gromits but should not
                             swim too deep. Advise instructors if a child has gromits.
       Eczema                Skin eczema may indicate asthma.
                             and may be aggravated by pool water pH


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                             If weeping the swimmer should be encouraged to wait until the
                             condition improves before swimming.
       Asthma                instructors should be advised if a pupil has asthma.
                             Pupils should use their inhalers before the lesson and have it handy
                             during the lesson.
       Autism                This should be advised by the parent when booking.
                             The swim school can accommodate mild cases as part of the
                             Bright Sparks program at Kelston and Mt Eden
       Payments              Deposits are vital to secure space. And are NON refundable.
                             Full payment should be made on day 1
                             Otherwise arrangements made and agreed to and recorded on
                             family file.
       Late payments         payments are deemed late if not paid by week 3
                             (unless arrangements exist)
       Cash payments         should be receipted
       Discounts             are available at 10% for 2nd and consequent children.
                             Special arrangements can be made by the OSS for large families
                             (4+)
       Payment arrangements
                             Payments can be spread as 1/3 on booking, 1/3 at commencement
                             And 1/3 at week 5.
                             Or as long as the balance is received before reports in week 6.
       Email                 obtain family email addresses for midterms, reminders etc
       .
       Menstruation          usually lessons do not need to be missed due to menstruation
                             Where possible have a female staff member explain to mother &
                             daughter.
       Swim wear             must be respectable and not be too restrictive of swimming
                             movement.



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EMERGENCY ACTION PLAN
AIM

This plan lays down the basic procedure to be followed in the case of an emergency affecting the
Mt Eden Swimming Pool.

TYPES OF EMERGENCIES

There are 5 types of emergencies; four of which will require evacuation

               1.     Drowning / near drowning

               2.     Medical emergency

               3.     Hold up

               4.     Fire

               5.     Chemical leak or spillage


General
The plant room areas are particularly vulnerable to fire and chemical emergency and need to be
carefully monitored to reduce the potential for fire and chemical hazard occurring or spreading.

               1.     Filtration plant room

To reduce the potential for an emergency situation: -

               1.     Do not allow smoking anywhere in the Pool.

               2.     Do not leave hazardous materials such as cleaning solvents, paper or
                      combustible rubbish in plant rooms.

               3.     Do not leave equipment running when it is not required.

               4.     Do not leave fire stop doors open.

               5.     Treat chemicals with respect – do not mix or store together if not
                      recommended.

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               6.      Do not tamper with reset or adjust equipment if not authorised or trained
                       to do so.

               7.      Report any potentially hazardous situation immediately.


Evacuating the Building

         Evacuate your area

           1   Ensure the fire service has been notified with a 111
           2   Meet the fire service when it arrives
Lifeguards are responsible to oversee the evacuation of all staff and visitors from your
designated area to the assembly point.




Assembly Point – school field behind pool

Upon hearing the alarm


    Ensure and assist all occupants in your area to evacuate the building via the nearest fire exit,
    to the predetermined assembly point

    Ensure smoke control doors are closed

    Ensure critical appliances are turned off if it is safe to do so

    Watch for persons with disabilities that they may require assistance

    When your area is clear report to the manager.




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Hold Up
In the event of a hold up staff should remain as calm as possible and co-operate with the
offender. Personnel safety and the safety of others is the first priority, property comes second.

The following guideline list actions to be taken in the event of a hold up: -

               1.      Remain calm

               2.      Don’t be a hero, co-operate with offender

               3.      Give them what they want

               4.      Take note of the offender in respect of

                       a. Accent

                       b. Ethnic origin

                       c. Distinctive characteristics (scars, tattoos etc)

                       d. Dress

                       e. Manner (calm, nervous, knows about the centre)

                       f. Height, weight etc

               5.      Method of transport, (registration, color etc)

               6.      Direction of travel

               7.      Number of offenders

As soon as offenders leave dial 111 ask for police, and give as much information as asked for.
Then close the front entrance and have other staff seal of the entire complex, all staff and
witnesses should find a quite place to write up the facts while fresh in ones memory.

Current customers in the Pool who were not a witness should be asked to use other exits when
leaving until police clear the main entrance.

Police will provide Victim Support as required, management will provide counseling as required.




We may not be the biggest pool around BUT our customer service can be the best and our clients
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                                       Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience


Chlorine and Chemical Leak/Spillage


Chemicals used in swimming pools are potentially dangerous and hazardous, correct storage and
handling with adequate safety precautions is vital.

A chemical hazard could take the form of: -

       1.      A spillage of a chemical such as Hydrochloric Acid, Sodium Bicarbonate.
               Calcium Hypochlorite (either granular or in solution) or Sodium Hypochlorite

Any gas leakage or chemical spillage will require the Emergency Evacuation Procedure to be
implemented. When in contact with the fire service, be specific and exact when describing the
nature of the spillage or gas leakage.

Action: -



Upon discovering or upon report of a chemical spillage or gas leak:

       if possible and non life threatening shut off supply and secure the area, otherwise

       1.      Sound the fire alarm.

       2.      Report the incident to the Manager or Supervisor (by phone, radio or verbally)

       3.      The designated staff member calls the fire service

       4.      Commence evacuation immediately and keep people away from the incident area.
               (Ref Evacuation procedure)

       5.      Supervisor to meet fire service

       6.      Do not allow re-entry until advised by the fire service.




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Fire


 1   Raise the alarm immediately by whistle blasts.

 2   If safe to do so, quickly check that the entire complex is clear of all people.

 3   Evacuate the Pool immediately through the closest exit and assemble at the designated
     assembly point. Refer to Evacuation Procedure.

 4   Meet the fire service on arrival

 5   Do not allow re-entry until advised safe by the fire service.

Fire Fighting: -

Only after the fire alarm has been activated and if it is safe to do so, should you consider tackling
the fire.




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FIRST AID

Managing a Suspected Spinal Cord Injury


When an incident may have resulted in a suspected spinal injury, quick recognition of the signs and the
appropriate handling of the victim are essential. A lifeguard must ensure the risk of further injury is
minimized during the rescue. This section examines the nature and recognition of spinal injuries and
how to care for a victim with a suspected spinal injury.

Types of accidents that could cause spinal injuries are:

               Falling from a height

               Impact with the bottom after diving into shallow pool, river

               Weight falling on to the spine

Possible injuries to the back or spine could be:

               Strains or pains

               Displaced invertebral discs

               Fractures

Recognition

Signs indicating a spinal injury are summarised in the following table:

Signs From The Condition Of The Victim              Historical Or Circumstantial Signs

Victims body shape and external injuries            Witnesses to the accident

Verbal indication from the victim                   Information from bystanders

                                                    Information from the location and
Pins and needles or numbness
                                                    position of the victim

Unusual pain in the neck, back, shoulders or
head.



                  Note: If There Is Any Doubt Treat The Incident As A Suspected Spinal.

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BACK INJURY

(Not serious, also known as “painful disorder of the spine”)

The most mobile parts of the spinal column are in the lower back and the neck, and these are the most
common sites of muscle strain or sprain of the ligaments.

Symptoms and Signs to Look for:

               Dull or severe pain in the lower back or neck

               Possible local tenderness

               A spasm of the muscle may occur, so that the spine is held rigidly and any attempt at
                 bending is extremely painful.

               Sometimes pain passes down the back of the thigh to the lower leg, sometimes
                 accompanied by tingling and numbness.

               With a neck-strain, these symptoms may be felt down the upper limbs.

Treatment for these strains:

               Lay casually down in the most comfortable position, until the pain eases.

               If the neck pain is severe, fit a neck collar to give relief.

               If the symptoms persist, seek medical advice.

Some important guidelines to prevent back and neck strains:

               Do not try and lift objects with a bent back.

               Do not try and lift objects with straight knees.

               Do not remain stooping or bending for long periods with straightened legs.

               Do not try and lift too heavy objects by yourself.

Remember:

If your patient is conscious, listen carefully to their complaints and try to relief the pain, but seek
medical help if necessary. If you are not sure, do not make the injury worse by improper management,
but always seek medical help.




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SPINAL FRACTURES

A fractured spine is a very serious injury and it does need the greatest care in handling, because it may
be complicated by damage to the spinal cord. Injury can result from both “direct” and “indirect” force.

PLEASE NOTE: MOVING THE PATIENT SHOULD BE LEFT TO TRAINED AMBULANCE OFFICERS. EXCEPT IN
EXTREME SITUATIONS.

Symptoms and Signs:

               Patient may complain of severe pain in his/her back and may feel like they have been
                 cut in half.

               Patient may have no control over limbs; ask him/her to move toes, fingers, legs and
                 arms.

                 There could be no movement at all or very weak.

               Loss of “sensation”. You can test this by gently touching the patients limbs without them
                 knowing it and ask then if they can feel anything.

                 Also abnormal feelings e.g. tingling may be present



After recognizing the symptoms and/or signs, proper management of the person with a spinal injury
requires the coordination of many skills into a sequence which:

               Immobilise the spine

               Maintains airway, breathing and circulation

               Allows for removal and transport

Factors to be considered are:

               Number of lifeguards or centre attendants available

               Whether and how bystanders might be used

               The condition of the casualty




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INJURED PERSON IN THE WATER:



Stop movement of the water by ordering all patrons out of the Pool as soon as possible. Also, when
lifeguards are entering the water to apply first aid to the victim, it is important to minimize any
movement when entering the pool.

This is to minimize any possible movement of the injured spine area which could result in damage to the
spinal cord.

If patient is floating face down, use “vice-grip, turn patient over support and check ABC.

If possible, two of more lifeguards could be used for treatment

It all helps to minimize any movement to the patients injured area.

Unless absolutely necessary, staff should not attempt to remove the patient from the water, but wait
until ambulance staff arrive.

Other lifeguards present should take responsibility for controlling the crowd and to ensure the
ambulance has a clear path to the site of the accident.




INJURED PERSON ON LAND:

If a person with a suspected spinal injury is found on land, the person should be advised no to move.
The injured person must be immobilized in the position they are found in and no attempts should be
made to place the person on a spine board.

A neck collar should be applied to the injured person.

An injured person lying on their side should not be moved unless there is a problem with the ABC’s that
can not be managed in the position that the person was found in.




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Essential Tasks in the Care of a Spinal Injury
              Recognise

                Quick, accurate recognition of the accident and clearing of the area, which minimizes
                movement of the injured person.

              Immobilise

                Face-up recovery of the person at the surface with immobilization of the head and neck.

              Maintain Airway

                      o     Assessment and ongoing maintenance of ABC

                      o     Effective resuscitation, if necessary

                      o     Reassurance and continuing communication with the person

                      o     Contact the Ambulance service.



              Stabilise

                      o     Minimise movement of the person

                      o     Recruit help if required

                      o     Effective lifeguard teamwork and supervision of bystanders, stabilization of
                            the person on a spine board with the application of cervical extrication and
                            removal from the water.




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AQUATIC FIRST AID
Aquatic first aid is first aid more likely to be needed in aquatic environments.

Condition            Characteristics                           Treatment

                     Similar symptoms to a heart attack.       Same as for heart attack. Assist
Angina               Condition often known to the victim,      victim with medication.
                     often triggered by exercise. Similar
                     symptoms to a heart attack.
                     Condition often known to the victim,
                     often triggered by exercise.

                     Constriction of the inner airway,         Reassure and help administer
Asthma               causing the victim to wheeze and dry      medication in a sitting, leaning
                     cough. Victim will often recognise        forward position. Encourage slow
                     the symptoms.                             relaxed breathing; if symptoms
                                                               persist seek further medical
                                                               attention.

                     Blood loss. Internal and external         External: Rest and reassure victim,
Bleeding             bleeding may be characterized by          elevate and expose wound, cover and
                     swelling, hard lumps, pain and            apply direct pressure. If bleeding
                     discomfort. Other symptoms the            persists apply indirect pressure and
                     same as shock.                            call emergency services.
                                                               Internal: Treat as per shock. Call
                                                               emergency services.

                                                               Sit, lean forward, and head tilted
Bleeding                                                       forward, breath through mouth.
     nose                                                      Apply enough pressure to soft part of
                                                               nose to stop the blood flow.
                                                               Reassess after 3 minutes. Seek
                                                               medical attention if bleeding persists.

                     Heart stops beating, no breathing         CPR
Cardiac              and no response to stimulation or
     Arrest          signs of life.




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                     Blockage of the airway. Victim is       Assess victim, “can you breathe”, “are you
Choking              having difficulty breathing, look of    choking”, check for obvious airway
                     fear, grabbing at throat, possibly a    blockages.
                     labored breathing or gasping sound.
                                                            o1   Support victim, apply up to 5 back
                                                                 blows and up to 5 abdominal thrusts
                                                                 (Heimlich).
                                                            o2   If unsuccessful and victim loses
                                                                 consciousness, assess situation and
                                                                 attempt resuscitation taking time to
                                                                 check the airway

                     Muscles tightening involuntarily        Gentle stretching or extension of the
Cramp                                                        muscle. Gentle massage of the affected
                                                             area.

                     Localized pain, deformities, shock,     Make victim as comfortable as possible,
Dislocations         lack of movement and swelling.          support injured area, and do not attempt
   and                                                       to put the joint back. Treat for any other
                                                             symptoms such as shock. Depending on
   Fractures
                                                             seriousness seek further medical attention
                                                             or call emergency services.

                     Short circuit in the brain causing a    In-water: from behind keep victims face
Epilepsy             variety of symptoms including           above water until fitting subsides then
                     fitting, convulsions and rigid          monitor SOL (Signs of Life).
                     motionless.
                                                             Out of water: Move obstructions, keep
                                                             victim safe until fitting subsides then
                                                             monitor SOL.

                     Temporary lack of blood to the          Unconscious: Assess situation and
Fainting             brain commonly caused by over           attempt resuscitation.
                     exertion, exiting spa pools too
                                                             Conscious: Lie victim down, legs elevated,
                     quickly and dehydration, common
                                                             check for secondary injuries. Make victim
                     in pools.
                                                             rest and possibly give sips of water.


                     Common in pools due to slippery         Make victim comfortable: check history
                     floors and running children. Victim     and circumstances for the cause. Assess
                     may experience confusion, pain,         extent of injury and treat accordingly.
Head Injuries        decreasing level of consciousness,      (Could be a spinal!!). Seek or advise

 We may not be the biggest pool around BUT our customer service can be the best and our clients
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                                      Greenwoods Aquatic Ent. Ltd. 2009
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                     swelling and bleeding (Internal or      further medical care for all head injuries.
                     External).                              If in doubt call emergency services.

                     Lack of blood supply to the heart.      Make victim comfortable in a semi-prone
Heart Attack         Pressure, tightness in the chest,       position, warm and reassure, Ask victim
                     pain radiating out from chest to        for medication. Monitor ABC and call for
                     shoulder, face and arms. Sweating,      emergency services. If victim loses
                     clammy skin, vomiting,                  consciousness assess situation and
                     breathlessness and fainting, May        attempt resuscitation.
                     lead to cardiac arrest.

                     Too much and too rapid breathing.       Monitor Airway, Breathing and
Hyper                Common where swimmers have              Circulation; calm and reassure victim. Ask
   Ventilation       swum to the bottom of a deep pool       victim to blow into paper bag or coach
                     or a long distance underwater; have     slow breathing.
                     had a fright or got over excited.
                     Risk victim blacking out or fainting.

                     Low sugar level in bloodstream.         Victim is often known as a diabetic and
Hypoglycemia         Sign and symptoms similar to shock.     will request sugar. If consciousness is lost,
   (Diabetic                                                 assess situation and attempt resuscitation.
   Shock)
                     Inadequate blood supply around          Lie victim down, legs elevated, assess
Shock                the body often associated with          victim for the cause and treat. Monitor
                     trauma or a severe allergic reaction.   SOL. If consciousness is lost assess
                     Rapid yet shallow breathing, rapid      situation and attempt resuscitation. In the
                     weak pulse, victim may vomit, feels     case of allergic reaction call emergency
                     faint with clammy skin.                 services immediately.

                     Interrupted blood flow to the brain.    Assist victim to a comfortable semi-prone
Stroke               Paralysis to one side of the face       position, head up. Call emergency
                     and/or body. Loss of bladder and        services. If consciousness is lost assess
                     bowel control, difficulty speaking,     situation and attempt resuscitation.
                     one side of face or body goes limp,
                     dizziness, headache or loss of
                     consciousness.




 We may not be the biggest pool around BUT our customer service can be the best and our clients
 will remember that as part of their experience with us.                                   Page 50
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

HEALTH AND SAFETY PLAN

Health and Safety Policy

Mt Eden Swimming Pool will undertake to provide a safe and healthy environment, as far as
practicable and eliminate any hazards likely to endanger employees or members of the public
and user groups.

Mt Eden Swimming Pool will maintain all facilities and equipment to the standard approved and
specified by any Act of Parliament. All employees will take all care at all times.

To achieve this fully trained and competent pool staff/supervision will be provided and be in
attendance during normal operating hours at the facility.

Safe and healthy work habits will be promoted within Mt Eden Swimming Pool with emphasis
on care of fellow employees and members or user groups.

The pool complex will be maintained to a high standard with pool waters being filtered and
tested several times daily, to ensure that hygiene standards are being achieved.

Mt Eden Swimming Pool will provide for employees appropriate training relevant to this
contract.

Mt Eden Swimming Pool has put in place a safety and health control program whereby any
accidents or injury which may occur are reported to the Pool Supervisor, recorded and remedial
steps taken to prevent a repeat of the accident.

The nominated Safety Officer for the pool will be the Pool Supervisor who has appropriate
experience for this responsibility.

We have:
  a) Established methods and procedures to identify hazards.
  b) Located and defined hazards in our working environment.
  c) Established appropriate control measures for hazards to ensure full safety protection for
      the pool staff and the user groups at large.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 51
                                     Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience


Induction

THE POOL SUPERVISOR SHALL:

Inform all personnel involved of their responsibilities in terms of the Occupational Safety and
Health Act.

Ensure that all personnel understand the established rules for the Pool and are suitably qualified
and trained for the allocated pool side duties that they will be involved in.

Ensure that all personnel are advised of the type of storage areas of all safety/rescue equipment
as held on the premises and are provided with a demonstration of correct usage.

Provide an outline of First Aid equipment and action to be taken in the event of an emergency.
This relates from the first responder management of the situation to the calling of appropriate
emergency services.

Describe the procedures for the reporting of accident near misses and the requirement to notify
Occupational Safety and Health of all serious harm accidents.

Inform that evidence at the scene of any serious harm accidents must not be disturbed without
the consent of the local Occupational Safety and Health Inspector except to minimum extent
necessary to free an injured person.

All personnel involved in pool cleaning and testing or in handling of pool chemicals shall be
given a copy of the Material Safety Data Sheets and be provided with the appropriate safety
equipment and be instructed in the correct use.

Ensure that all personnel involved are to sign a register that they have received a formal
induction and will adhere to and police established rules and safety requirements.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 52
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience


Dealing with User Groups

It is important that the general user groups are informed of general safety standards and
requirements. The awareness should ensure that all users have a safe and pleasant visit.

ATTITUDES

Many arguments start, due to the way in which people are requested to comply with safety
regulations and general codes. It is not normally the content of the request, but the way in which
people are asked. Treat people the way you would like to be treated.

MISUSERS

There will be times when children or adults will misuse the facility by not adhering to the pool
rules and regulations, which are displayed in all relevant activity areas. The following should be
the standard approach adopted by all poolside attendants. When the attendant observes a breach
of the pool rules or dangerous or irresponsible behavior they should adhere to this procedure.

1)     THE FIRST OCCASION: Approach misuses. Ask them politely to stop. Tell them why,
       pointing out the pool rules and regulations.
2)     THE SECOND OCCASION: Approach misuses. Speak firmly but not intimidating. Ask
       them to stop and again reiterate the reason why. Warn them that if they persist you will
       have to ask them to leave the Pool.
3)     THE THIRD OCCASION: Pool attendant must make the decision to ask the person or
       persons to leave the Pool. If they feel asking them to leave will cause further aggravation
       to the situation, then they should contact the Pool Manager who will come to the poolside
       and take over the situation.

When the Pool Manager arrives, the attendant will explain the problem that has occurred and
steps that have been take. The Pool Manager will then take the appropriate action.

If the Pool Attendant decides to ask the person or persons to leave the Pool and they do so,
another Pool Attendant must be informed so as to supervise the persons who have been asked to
leave. If after asking the person or persons to leave and they do not comply, then the Pool
Attendant will contact the Pool Manager to take control of the situation.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 53
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

AT NO TIME WILL A MEMBER OF THE STAFF JEPORDISE THEIR OWN SAFETY
 BY ATTEMPTING TO PHYSICALLY REMOVE A MEMBER OF A USER GROUP
                        FROM THE POOL.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 54
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience


Facility Tenants
Gym & Tonic                  Operated by Patrice Carmignani
                             Is under separate management from the swimming pool.

                             Provides various membership options and services.

                             Enquiries should be referred to Patrice.

                             The gym operates within pool operating times.

                             Patrice is responsible for member health and safety in the gym.



Much Kneaded Massage Operated by Bryce
                             Is under separate management from the swimming pool.

                             Provides various massage options and services.

                             Enquiries should be referred to Bryce.

                             The studio operates within pool operating times.

                             Bryce is responsible for member health and safety in the gym.

                             Bookings can be made using the Massage Diary at the front
                             counter, recording name and contact number.

Sub Contractors

While minor contractors are employed on site the said contractors will be working under this
contract and will be working under the Pool’s Occupational Safety and Health Plan. The said
contractors will be required to maintain a safety standard at least as high as our own.

The major contractors already will have and will work to their own Occupational Safety and
Health Plan. The nominated safety officer for the Pool will ensure Sub Contractors maintain the
safe working environment, and will ensure a copy of the contractors Occupational Safety and
Health Plan is on site at all times.



We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 55
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

All contractors must sign a register, kept in a separate folder behind main desk of pool. An
example of this register is as follows:




                     Company             Work To Be
    Name                                                      In       Out        Signature
                     Works For          Carried Out
Joe Bloggs        Bloggs Pumbling     Drain Unblocking      10:00a    11:10a   bloggs
                                                            m         m




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 56
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Occupational Safety and Health.

                 o   All staff are to read and understand the occupational safety and health
                     procedures set out in the Pool Manual (See Appendix C) and to assist
                     management in identifying potential hazards and minimising risks.

                 o   Staff may elect a Health & Safety rep if they wish.

                 o   Staff are to have input into workplace health and safety issues.

                 o   Staff must use Safety Equipment, including masks, gloves, glasses, etc.
                     where provided. Failure to do so can be considered misconduct.

                 o   Staff must advise management of any hazards identified in the workplace,
                     either verbally, by communications book, or in writing.

                 o   Staff will advise management if they observe any behavior from other staff
                     members which may indicate an inability to perform their duties. I.e. under
                     the influence, stressed, fatigued or other marked changes in behavior.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 57
                                     Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

Mt Eden Swimming Pool

Lifeguard Duties:

Upon Arrival          Ensure correct uniform is worn
                                            Staff shirt (t-shirt under, nothing over)
                                            Clean shorts or pants
                                            Footwear
                                            No hats or excessive jewelry
                                            No sunglasses
                      Unlock doors
                      Unset alarm           your code / ok / off
                      Check communications book and staff memos – acknowledge
                                            Read days since your last shift
                                            Check for bookings or other relevant issues
                                            Acknowledge notes and memos
                                            Set up record of daily pool use
                                            Respond to messages as appropriate
                      Check premises for any signs of damage or jobs incomplete
                                            Note any of the above in the Comm book–attn OSS
                                            Repair damage where possible
                                            Isolate any hazards
                                            Contact OSS if security is an issue
                                            Complete any unfinished tasks and note for OSS




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 58
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                      Conduct water test and record results accurately and clearly.
                                            FAC
                                            TAC
                                            CAC
                                            pH
                                            Power and water readings
                                            Alkalinity and hardness as required
                      Set up change rooms - matts down on floor and in toilet areas
                                            -    Check there is sufficient toilet paper
                                                    Restock when necessary 2 rolls/dispenser
                                            -    Check air fresheners are operational
                                                    Replace when necessary
                                            -    Check basins and toilets are clean
                                                    Clean when necessary
                                            -    Check rubbish bins are empty and bagged
                                                    Empty and rebag when necessary
                                            -    Check hand driers are operational
                                            -    Lights on




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 59
                                     Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

                       Set up pool area       -Rubbish bins clear and bagged
                                                      Clear and bag if necessary
                                              -   Signage clearly and neatly displayed
                                                      Update with days events/bookings/sales
                                              -   Brochures clearly and neatly displayed
                                              -   Rubbish removed from pool deck and seating
                                              -   Seats wiped down if necessary
                                              -   Lights on / off as required
                                              -   Swimwear displayed in swimshop.


                       Set up office area     - check float into till, confirm amount correct
                                              -   Check stock levels of swimwear, accessories
                                                  and consumables, restock as required.
                                              -    Check coffee machine for water, product and
                                                  cups.
                                              -   Clean drip tray and dispensing unit if necessary
                                              -   Get swim school phone from office.


Double check that everything is ready to provide our clients with a positive and enjoyable
experience at the pool.


Your role is to facilitate that experience by being as helpful as possible in a friendly and caring
way. While maintaining a safe environment.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 60
                                     Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

LIFEGUARD JOB DESCRIPTION

Roles and Responsibilities of a Lifeguard


A mature and professional attitude toward the roles and responsibilities of the job is an essential
characteristic of the lifeguard. The lifeguards’ primary function is accident prevention. When
prevention fails the lifeguard is ready to respond in the necessary and professional way.


The role of the lifeguard is often confused with that of a lifesaver. The difference between the
two is very clear, a lifesaver is a chance ‘passer-by’ who responds to an emergency situation
after it has occurred. The lifeguard acts to prevent accidents and is a member of a trained and
competent team.


The pool lifeguard is a member of a team trained in accident prevention, aquatic rescue and first
aid, who is primarily concerned with the concentrated observation of the swimming pool water
and its immediate surroundings.


Lifeguards need to be aware of their legal responsibilities as well as recommended industry
codes of practice for supervisions, child safety and water quality.



Job Description


1)   Pool staff will at all times maintain a high standard of personal presentation. This includes
     wearing the staff uniform while on duty. The uniform remains the property of G.A.E. Ltd.


2)   Men will be clean shaven or with neatly trimmed beard or moustache.


3)   Hair will be no longer than collar length and kept off the face. No headwear.



We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 61
                                      Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

4)   Women should also keep hair tied back and off the face.


5)   Staff should be helpful, courteous and polite to all customers at all times, irate or upset
     customers should be referred to the manager.


6)   Staff should hold and keep current CPR and First Aid certifications.


7)   Staff should arrive at the pool in good time for their particular shift and carry out pre-shift
     checks on plant room, changing rooms & sauna and steam room, also checking the
     communications book and with the previous shift.


8)   Staff will give the management reasonable time to find a replacement if for any reason they
     cannot make their shift.


9)   Staff will provide as much notice as possible of leave requirements.


10) Staff will maintain supervision of the pool and surrounds at all times. If not required on
     the counter staff shall position themselves poolside.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 62
                                      Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

The following are the job lists for the respective shifts at the pool.


First Shift - 5.45am to 11.00am


Open Pool - turn lights on                                                        
Prepare till - check float                                                        
Check messages book                                                               
Remove pool covers                                                                
Put lanes in (if necessary)                                                       
Place signs out - lane designation, sandwich board, and blackboard.               
Turn on Sauna and Steam -as late as possible.                                     
Check washing and dryer - start wash if necessary                                 
Mats down                                                                         
Check toilets - toilet paper, cleanliness                                         
Prepare chlorine                                                                  
Water Tests - temperature etc. - record in register. - 3 hourly                   
Information sheets and brochures displayed                                        
Heaters (if necessary).                                                           
Bins/recycling out                                                                
Set up for Schools/Aqua/Crèche                                                    
Ensure caps cleaned                                                               
Ensure shelves are stocked                                                        
Turn lights off when light enough.                                                
Unlock swim shop                                                                  
Attend to maintenance requirements as set out in maintenance plan.                




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 63
                                      Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

Second Shift - 11.00am to 3.00pm


Maintain clean reception and pool area - check toilets and changing areas         
Customer service and public relations                                             
Check messages book                                                               
Water test - record results in register. - 3 hourly                               
Caps cleaned                                                                      
Maintain stocked shelves
Organise stock orders for confectionery and food stuffs and swimwear, accessories. (Liaise
with admin)                                                                       
Ensure that we are complying with relevant regulations with regard to foodstuffs. 
Ensure that notice board is up to date with coming events etc.                    
Deal with deliveries - foodstuffs etc.                                            
Liaise with caterers - organise deliveries etc.                                   
Ensure that crèche is packed away                                                 
Update membership cards if necessary.                                             
Attend to maintenance requirements as set out in maintenance plan.                
Lifeguard school swimming groups where required.                                  


Third Shift - 3.00pm to 6.00pm


Maintain clean reception and pool area - check toilets and changing areas         
Customer service and public relations                                             
Check messages book                                                               
Deal with pool patrons and swim school patrons                                    
Update notice boards if necessary                                                 
Check swim shop is stocked and advise manager accordingly.                        
Attend to maintenance requirements as set out in maintenance plan.                




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 64
                                      Greenwoods Aquatic Ent. Ltd. 2009
                Everything we do contributes to an exceptional client experience

Fourth Shift - 5.00pm to 9.30pm


Maintain clean reception and pool area - check toilets and changing areas            
Attend to maintenance requirements as set out in maintenance plan.                   
Customer service and public relations                                                
Check messages book                                                                  
Clean bins, windows, clothing bins & scum line                                       
Water test - record results in register - 3 hourly                                   
Complete Swim Shop Stock List.                                                       
Clear pool, Sauna and Steam (turn off)                                               
Hose out pool area and changing sheds, lifting mats on floor and in showers, sauna & steam.
                                                                                     
Clean showers/toilets etc. as per "maintenance schedule".                            
Cash up till and secure in safe.                                                     
Heaters, radio etc. turned off.                                                      
Check all doors and windows are locked                                               
Check Plant room, chlorine barrels, air conditioning, ballast tank.                  
Alarm set.                                                                           
Lights off                                                                           
Doors locked.                                                                        
Bins to footpath – recycle bin(red lid) Monday night
                   Envirowaste bin Thursday night


Weekend Shifts (2 x 6 hour shifts, 6.30am to 1.00pm and 1.00pm to 7.30pm)
First Shift will incorporate where necessary the tasks as set out in shifts 1 & 2 during the week.
Second Shift will incorporate where necessary the tasks as set out in shifts 3 & 4 during the
week.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 65
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

LIFEGUARD JOB DESCRIPTION – MORNING SHIFT


Weekly duties:

Monday        Aquafoam and scrub out sauna and steamrooms, and disabled changeroom

              Check rain water tank level and add Calcium hypochlorite. Switch on/off



Tuesday       aquafoam Mens changeroom, showers and toilet areas

              Check AkCC bins roadside



Wednesday     Remove scumlines, check gutter trap and clear

              Check rain water tank level. Switch on/off



Thursday      Scrub sauna and steamrooms, and shower mats



Friday        Flush chlorine line, check and clear gutter trap

              Check rain water tank level. Switch on/off

              Check Envirowaste bin is out




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 66
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Mt Eden Swimming Pool


Water Testing Procedures:


       Why Test?      We are required under the law as a public pool to test the
                      pool water every 3 hours, while on site.
                      This enables us to keep an accurate record of the water quality.
                      It also allows us to anticipate bather loads and compensate accordingly.
                      Most importantly it helps us to provide our clients with a safe and
                      hygienic environment in which to enjoy their swim with us.
                      And sparkling clear water is more attractive than cloudy, smelly water.


       Testing        Collect water test records file from plantroom.
                      Record gas use – gas meter is located outside of pool by front door
                       ( 1st test of the day only)
                      Record water use – Water meter in cupboard upstairs gym. Also makeup
                      and tank meters in plantroom(1st test of the day only).
                      Record filter pressures. From gauges mounted on filters in plant room.
                      Record water temperature from temperature gauge to left inside plant
                      room door – every test.
                      Monitor heat exchanger pipes – hot = on, cold = off
                      Monitor make up water – tap by hot water cylinder
                      Monitor lint baskets – water flowing, no air, no rubbish – clear if req’d.
                      Monitor Chlorine barrel for remaining levels of sodium hypochlorite
                      Collect water sample from poolside deep end, lane 3, below surface.
                      Place 100ml of water sample in beaker.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 67
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Mt Eden Swimming Pool


Water Testing Procedures: cont…


                      Test for Free Available Chlorine (FAC) every test
                                            5 mls indicator 1 solution
                                            Stir – sample will go red
                                            Titrate slowly(1 drop ata time) until sample clears
                                            Record reading in water test file. FAC


                      Test for Total Available Chlorine (TAC) every test
                                            Allow at least 1 minute between tests.
                                            Add 5 mls Potassium Iodide Solution 2 to sample
                                            Sample will turn pink to red
                                            Titrate again without zeroing until sample clears.
                                            Record TAC reading in water test file.


                      Record Combined Available Chlorine (CAC) in water test file.
                      By subtracting FAC from TAC.


                      Test for pH levels    every test
                                            Measure sample into colour comparator to pH line.
                                            Add 1 drop chlorine neutralizer (green cap)
                                            Add 5 drops pH indicator (red cap)
                                            Shake and compare colour to those in comparator.
                                            Record in water test file.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 68
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Mt Eden Swimming Pool


Water Testing Procedures: cont…


                      Test for Alkalinity   weekly – Sunday
                                            Measure 100ml sample into cleared burette
                                            Add 5 drops Sodium Thiosulphate to sample – mix
                                            Add 10 drops of Bromocresnol Red to the sample
                                            Mix – will change colour
                                            Titrate using alkalinity titrant
                                            When sample changes colour x reading by 10
                                            Record result in water test file.


                      Test for water hardness       weekly – Sunday
                                            Add sample to water hardness test kit
                                            Add 1 drop of solution 6 – sample will turn pinkish
                                            Add drops of solution 7 1 drop at a time until
                                            sample changes colour (blueish).
                                            X by 50 for result.
                                            Record in water test file.


Recording Test Results                      record all results accurately, clearly and honestly.
                                            This enables us to be accurate in our responses to
                                            imbalances in the water quality.


Testing Reagents                            Store on shelf in plant room, unless they require
                                            refridgeration.
                                            Note quantity of reagents remaining and reorder
                                            through Admin Manager if necessary.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 69
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Mt Eden Swimming Pool

Responding to test results:

All actions taken to balance water MUST be recorded in the water test file!


All deliveries of chemicals, use of chemicals and finishing of chemicals must be recorded.


Remember we are working with TRENDS and must react gradually.


FAC                   If trending up above target level (3.0ppm) turn Chlorine pump setting
                      down by 1 to 2 figures i.e. from 8 to 6.
(2.0-4.0)             If still trending up turn Chlorine Pump down again.
                      If trending down turn Chlorine pump up 1 to 2 figures light.
                      If still trending down check for blockages in line, especially at point
                      of entry into the main line
                      Check volume of 200L Cl barrel.
                      NB. Adjustments should only be made after 1st test of the day.


CAC                   To reduce cac’s backwash water to waste and replace with fresh water.
(<2.0)                Reduce pool loading of swimmers.
                      Allow time for water to recover.


pH                    Using Calcium hypochlorite (liquid Cl) will not effect pH.
(7.4-7.8)             To reduce pH add hydrochloric acid (25% solution) through PoolMasta
                      If trending up above target level (7.60) turn PoolMasta to left 1 notch.
                      If still trending up turn PoolMasta to left again until GREEN light comes
                      on.
                      If trending down turn PoolMasta to right 1 notch.
                      If still trending down check for blockages in line, especially at point
                      of entry into the main line and volume in 20L container.



We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 70
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                      NB. Adjustments should only be made after 1st test of the day.


Calcium Hardness      to increase add calcium flake – 10 kilos for 50 point increase
(100-200)             To decrease backwash pool water to waste and top up with fresh water.


Alkalinity            using sodium hypochlorite (liquid Cl) will naturally push Alk up.
(100-150)             To reduce Alkalinity backwash water to waste and replace with fresh
                      water.
                      To increase add sodium bicarbonate – 10 kilos for 40 points.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 71
                                     Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Chemicals – safety and handling


Chlorine Barrels

Calcium Hypochlorite

When a barrel is low and the chlorine pump can no longer siphon the liquid out without being
submerged in the "sludge" in the bottom of the barrel.

Turn the Chlorine Pump Off.




Use the safety equipment provided:




       o   Drager safety mask
       o   Rubber Gloves
       o   Gumboots
       o   PVC Apron



   Use the fire hose by ensuring that it is placed securely in the barrel and running (not at full
    pressure).
   Place required scoops of Calcium Hypochlorite from the available drum into the barrel.
   Use the stirring stick between each scoop to ensure that the granules are dissolving.
   Fill the barrel to just below the top. Do Not Overfill the Barrels.
   Drain the hose before returning it to its storage position in balance tank.
   Barrels should then be left to settle. DO NOT STIR.
   Barrels should be cleaned out every six months.



NOTE: PPE must be worn when dealing with chlorine solutions.


We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 72
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Calcium Hypochlorite                 disinfectant for pool water
                                     65% solution
                                     Delivered and stored on 40kg container
              Storage                Poynters (suppliers) will deliver to pool
                                     Use trolley to store in plantroom cupboard
              Handling               When opening TAKE CARE
                                     Ease cap open slowly.
              Protective Gear        Glasses
                                     Chemical gloves
                                     Apron
                                     gumboots


Hydrochloric Acid                    for chlorine line clearance
                                     33% solution
              Storage                Stored in 5L container, in plantroom or storeroom.
                                     Lift and carry with care (approx 5 kg)
              Handling               Open in ventilated space (open plantroom external door)
                                     Keep at arms length
                                     Beware of drips and spills – highly corrosive.
                                     Rinse any spills thoroughly with water.
              Protective Gear        as above


Calcium Carbonate                    used as a water hardening agent
                                     10% calcium flakes
              Dosing                 25kg will raise hardness 50 pts
              Storage                in 25kg Sacks (white flakes)
                                     Located in plant room
              Handling               dissolves readily in water – heats up

We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 73
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                                     Use at arms length
              Protective Gear        As above


Sodium Thiosulphate                  reduces FAC levels
              Dosing                 200g per 1ppm reduction in FAC
              Storage                in 25kg sack (clear crystals)
                                     Located in plant room
              Handling               dissolves in water
                                     Use at arms length
                                     Add to skimmers (1-3 only, c/room end)
              Protective Gear        glasses and gloves


Sodium Bisulphate                    reduces pH levels
              Dosing                 1kg per 0.1 reduction in Ph
              Storage                in 40kg white barrels
                                     Located in plantroom
              Handling               dissolves in water
                                     Use at arms length
                                     Add to skimmers (1-3 only, c/room end)
              Protective Gear        glasses and gloves




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 74
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Mt Eden Swimming Pool.
General lifeguard duties:
Supervise the pool.                          Use 10:20 system for whole pool
                                             Change your position regularly


Monitor pool users and assess their risk.    By observation or discussion
                                             Monitor high risk swimmers


Warmly welcome all visitors to the facility. Smile
                                             Learn and use names whenever possible
                                             Explain where amenities are within the facility
                                             Advise of other services and products that are
                                             available at the facility.
                                             Explain pool use rules and guidelines.
                                             Inquire about their requirements or goals
                                             Offer services that may be useful to them or their
                                             families.


Attend to all tasks allocated in the communications book, sign off and rediarise.
Respond to incidents and accidents as required.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 75
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Each shift is responsible to…               Check poolside gutter and drain & clear as required
                                            Check lights are operational –
                                                    record if not or replace if possible.
                                            Clean pool edges where necessary
                                                    Look for algae or mould,
                                                    Scrub with diluted sodium hypochlorite
                                                    Rinse off thoroughly, away from pool
                                            Clean scumlines where necessary
                                                    Use green scouring cloth
                                            Conduct regular pool tests
                                                    3 hourly
                                            Top up testing solutions as required
                                            Advise Admin Manager if replacement stock
                                            required.
                                            Sweep poolside and under seating
                                            Pick up any litter.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 76
                                    Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

Customer Service                            Collect entry monies from swimmers
(Lifeguards)                                        Ring up on till correctly
                                            Note in comm. Book daily attendance
                                                    Specify adult or child
                                                    Include conc. card holders & memberships
                                            Respond positively to client inquiries
                                            Endeavour to cross sell where possible
                                            Promote other products and services.
                                            Answer incoming phone inquiries
                                                    Carry portable phone when poolside
                                                    Answer asap (within 4 rings)
                                                    “Mt Eden Swimming Pool”
                                                    “your name speaking”.
                                                    Assist with inquiry where possible
                                                    If not take all relevant details and contact
                                                    information and advise they will be called
                                                     back asap.
                                                    Record details in comm. Book for OSS.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 77
                                     Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

POOL SUPERVISION

Swimming Safety Guidelines

Pool Alone Policy

1   Children under the age of 8 must be accompanied by an adult or person over the age of
    16.
2   Children under the age of 5 must be actively supervised by an adult.
3   It is the responsibility of reception to identify young swimmers and their caregivers before
    they enter the facility. Caregivers should be advised of the Pool’s policy on the supervision
    of young swimmers.
4   Young swimmers who are swimming unsupervised are to be advised of the Pool’s policy and
    their caregivers, when uplifting the children, advised that the children require adult
    supervision while swimming at the pool.
5   Children under 8 years without supervision will not be permitted to swim in the pool.
6   Children between 8 and 12 years without supervision are allowed to swim at the discretion of
    the lifeguard, taking into account the relative ability of the swimmer and the risk presented.


Standard


1   Minimum of one lifeguard for each pool (water space), capable of covering entire water
    space of that pool to a 10:20 scan/reaction standard shall be on duty poolside during
    operation hours.
2   Maximum of 20 swimmers in the water per lifeguard.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 78
                                     Greenwoods Aquatic Ent. Ltd. 2009
                 Everything we do contributes to an exceptional client experience

Private Pool Hire


1   The pool shall provide suitable qualified lifeguards for activities.
2   High loading periods, one lifeguard per twenty swimmers.
3   Signals and communication allow for the ease of communication during both routine and
    emergency situations.
4   Lifeguard Standard Guidelines meet requirements of the National Pool Lifeguard
    Qualification and Pool requirements.


Communications


1   Whistles between areas.
2   Verbal between guards when able to be heard.
3   Hand signals when verbal communication difficult.


Supervision of Different User Groups


1   Lifeguards need to be aware at all times of the different user groups within the pool.
2   Some disabled swimmers may require assistance from time to time entering and exiting the
    pool.
School Groups


1   Lifeguards remain responsible for Safety and Enforcement of Pool Rules.
2   A ratio of one supervisor (in water), to five children, under the age of eight years of age.
3   A ratio of one supervisor to 15 children, over the age of eight, not normally required being in
    the water.


NOTE: Lifeguards may however require the Teacher/supervisor to be in the water if some
children are not confident swimmers
New Windsor School Pool
We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 79
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience


Closing Up Procedures

Office area                  Cash up till
                             Remove float to safe
                                            Note breakdown and amount of float in cash bag.
                             Secure takings till tape, eftpos receipts & totals in bankbag in safe.
                             Turn off any heaters or fans
                             Tidy up counter and bench areas
                             Update communications diary as required.
                             Close windows and lock – internal & external


Pool                         Check for stuff left in the pool, remove.
                             Check water level – use makeup water as required
                             Check water is circulating
                             Return lanes to pool if necessary
Changerooms
Toilets & basins             Spray and wipe cisterns, seats and basins – wipe down
                             Disinfect toilets and scrub bowls
                             Flush and apply toilet duck
                             Place sanitary bins on toilet seats
                             Check toilet paper stocks. – restock as required


Floors                       Pick up all rubbish
                             Roll up all matting
                             Hose out floors and shower and toilet areas




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 80
                                    Greenwoods Aquatic Ent. Ltd. 2009
                Everything we do contributes to an exceptional client experience

Pool deck                     Pick up any and all rubbish from the pool deck
                              Rubbish - empty all bags into 1 to be removed to outdoor bin.

                              Hose down pool deck – ensure waste is not sprayed into pool.
                              Turn off all poolside lighting
                              Close all storeroom doors
                              Check all drains are clear, and water is not running.
Lost Property                 List any items of lost property in the Lost Property Register
                              Store neatly
Plant room                    Ensure all is operational.
                              Pumps are running smoothly
                              Lint filter is full of water (NO air) and not leaking
                                             Clear if required
                              Filters are showing pressure
                                             Backwash if required or scheduled
                              Heat exchanger is operating (circulation pump below)
                              Chlorine pump is operating at correct setting
                              All valves are in correct position
                              Makeup water tap is on/off as required
                              Equipment is neatly stacked and stored
Lock up                       ensure store and plant room doors are closed securely
                              Ensure office door is locked
                              Ensure that all windows and sliding doors are secure
                              Check all lights are off
                              Set alarm
                              Lock main doors
Have a safe trip home.

We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 81
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

PROCEDURES

Accidents

                o   Preventative actions should be taken at all times but in the case of accidents
                    occurring then the manager should be notified immediately, should they be
                    on the premises or as soon as possible if not.

                o   Lock till if necessary.

                o   The necessary action should be taken to assist injured party and make them
                    as comfortable as possible while seeking medical back-up if required.

                o   Take note of name, address and phone number of injured party and
                    witnesses.

                o   Complete accident report in detail and sign. - In Accident Register (in
                    cupboard under counter)

Breakages

                o   Preventative actions should be taken at all times but in the case of accidental
                    breakages occurring then the manager should be notified immediately,
                    should they be on the premises or as soon as possible if not.

                o   Broken or destroyed materials should be cleaned up as quickly as possible.

                o   If other parties are involved then their name and contact details should be
                    recorded.

                o   Complete breakages report in detail and sign. - In Accident Register(in
                    cupboard under counter)




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 82
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Equipment (and use of…)

Alarm system                 Monitored by Greenes Security         phone 8467299

                             If set off in error call to advise    i.d. 158

                             Located in swimshop area              code/ok/ON or OFF



Till                         Located front counter

                             Serviced by Positec Systems                   phone 0800 888847

                             Till tapes stored in cupboard

                             For operation see P.O.S. section




Coffee machine               serviced by Coffee Systems            phone 09 4441270

                             Clean regularly – drip tray and dispensing mechanism

                             Restock – supplies stored in tall white cabinet

                             Push button operation – no coins

                             Trouble shooting for malfunction inside door of machine

                             Refill water using hose and tap over sink – cold water



Phone / Fax                  use to set, and unset call divert

                             Can receive and send faxes




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 83
                                    Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

Heater / Fan                 Use as required

                             Take all possible care

                             Turn off before closing

                             Do not overload circuits



Air Fresheners               Located in change rooms

                             Require 2 x AA batteries

                             Timer can be adjusted

                             Canisters stored under sink behind reception

                             Canisters screw in and out

                             Request replacement through Admin Manager when stock used.



Squeegee / mops              Stored in plant room

                             Use for cleaning excess water off change room floors

                             Advise if mop head needs replacing – stored in plant room

                             Advise if squeegee not effective



Waterblaster                 Stored in plant room

                             Plug into socket outside plant room door – use circuit breaker cord

                             Plug hose into hose reel after unwinding required length

                             Attach to water blaster and turn on.

                             Do not aim at self.

                             Use for cleaning change rooms and pool deck.



We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 84
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

BBQ                          Stored in filter room, behind garage door.

                             Users provide own utensils

                             Clean thoroughly after use

                                     Scrape down

                                     Wipe down

                             Clean drip tray when required

                             Do not store anything on top of BBQ




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 85
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

BACKWASH AND LINT FILTER PROCEDURES
Normal Operation: Valve 1             open

                      Valve 2         closed

                      Valve 3         part open

                      Valve 4         open

                      Valve 5         closed

                      Valve 6         part open

                      Valve 7         part open

                      Pump On.



Backwash Filter 1     Turn off boiler and chlorine pump.

                      Turn Pump off

                      Valve 1         close

                      Valve 2         open

                      Valve 3         close

                      Valve 4         open

                      Valve 5         open

                      Valve 6         part open

                      Valve 7         close

                      Turn Pump on and run until water flows clear in drain

                      Turn pump off.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 86
                                     Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Backwash Filter 2     Ensure Pump off

                      Valve 1         open

                      Valve 2         open

                      Valve 3         close

                      Valve 4         close

                      Valve 5         open

                      Valve 6         part open

                      Valve 7         close

                      Turn Pump on and run until water flows clear in drain

                      Turn pump off.

                      Return valves to NORMAL use positions.

                      Turn main pump, chlorine pump and boiler back on.

Lint Filter           Ensure pump off

                      Check there is “0” pressure in lint pot, (gauge to left)

                      Unfasten lint filter lid

                      Remove lint basket and clear of matter

                      Return basket to filter

                      (If water level has dropped fill to lip with hose)

                      Ensure rubber gasket is in place

                      Secure lid

                      Ensure valves in correct position for normal running

                      Turn pump on




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 87
                                    Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

CHLORINE BLEACH


Chlorine bleaching of the pool deck surrounding the pool should be carried out on a monthly
basis or as required.


Procedure:


1)     PPE must be worn when mixing solutions.
2)     Solution of Sodium Hypochlorite (liquid chlorine) 1 part to 10 parts water.
3)     Wash down pool deck as normal.
4)     Pour chlorine into watering can and add water, take care of splashing.
5)     Spray onto pool deck walking backwards to avoid spreading Chlorine onto other surfaces
       and damaging footwear.
6)     Take care walking backwards
7)     Rinse out watering can when finished.
8)     Hose away after at least 15 minutes




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 88
                                     Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

POOL VACUUMING


      Sunday mornings 6-00 am to 8-00 am
      Saturday evening shift will be advised (via Communications Diary) to set up vacuum at
       the end of their shift.
      Handle pump and vacuum equipment with care.
      Place kickboards adjacent to the poolside and next to the drain to balance tank to support
       pump.


Attaching Hoses to Pump.
                                 o   Short hose from top of pump to balance tank drain.
                                 o   Remove drain cover carefully
                                 o   Long hose to intake fitting on pump before lint filter
                                 o   Ensure that the submerged lint filter is attached
                                 o   Correctly, i.e. the mesh bag will fill the container once
                                     water is drawn through it.
                                 o   Attach long hose to vacuum head.


When Vacuuming
                                 o   Use isolating extension cord
                                 o   Ensure air is not trapped in hose or submerged lint filter
                                 o   Prime the pump at the lint strainer and screw on clear lid
                                     (Ensure that the “O” ring is in place)
                                 o   Start the pump
                                 o   Vacuum across the pool to the lane 3 line for the length of
                                     the pool
                                 o   Move to the opposite side and vacuum to lane 3 back down
                                     the pool.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 89
                                     Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Transferring Vacuum to Learners Pool
                            o   Remove hose from vacuum head and move across the
                                     Bulkhead quickly covering the hose end with your hand to
                                     maintain prime in the pump.
                                 o   Reattach vacuum head and continue vacuuming small pool.
                                 o   If necessary use the long broom to sweep matter from
                                     under the bulkhead.


Once Vacuum Completed
                                 o   Turn off pump at the wall.
                                 o   Remove the vacuum head from pool
                                 o   Carefully coil long hose ensuring that water has drained.
                                 o   Store the vacuum head, hoses and pump in the storeroom
                                 o   Reattach drain cover carefully.
                                 o   Clean out lint filters.


Trouble shooting:


Pump won’t start
                                 o   Check electrical connections
                                 o   Check “O” ring is in place
                                 o   Check hose connections for seal.


Pump won’t fully prime
                                 o   Check hose seals and hoses for holes
                                 o   Check “O” ring and lint pot lid


Low vacuum suck
                                 o   See above.



We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 90
                                    Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience


GREENWOODS AQUATIC ENTERPRISES LTD.
DEAN GREENWOOD                                                             Telephone (09) 6301123
DIRECTOR                                                                         Fax (09) 6315871
P. O. BOX 10277                                                    email dgss@xtra.co.nz
DOMINION ROAD                                                      Mob 021 849643
AUCKLAND



                              Pool Bookings – Mt Eden


Name of Party                    ………………………………..........................................

Contact number                   ………………………………..........................................

Invoice address                  ………………………………..........................................

Nature of Hire                   ………………………………..........................................

Number attending                 ………………………………..........................................

Date/ Time of Hire               ………………………………..........................................

Space req’d                      ………………………………..........................................

Lounge area(MTE only)            ………………………………..........................................

Equipment
_______________________________________________________________________
Office use




Pool Availability

Staff member         ……………………………….....                  Date          ……………………




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 91
                                       Greenwoods Aquatic Ent. Ltd. 2009
                Everything we do contributes to an exceptional client experience

           Pool User Rules and Guidelines for Mt Eden Swimming Pool


In the interests of health and safety at the above pool, pool users should adhere to the following:

Please refrain from the following activities unless under appropriate supervision.

Bombing

Diving

Play fighting

Dunking

Underwater Races

Throwing balls, boomerangs, bricks or any other object which may cause personal

injury or damage to the facility.

Please shower before entering the pool.

Please do not consume food or drinks in glass containers in the pool area.

Please do not touch, move or interfere with fixtures and fittings stored on the poolside.

Please stay out of restricted areas.

If you have had diarrhea or stomach upset in the last week please do not swim in the

pool.

If you discover faeces in the pool contact the pool supervisor immediately, do not re-enter the
        pool.

Children under the age of 8 must be actively supervised by a caregiver over the age of 16.

In the case of accident or emergency advise the pool supervisor immediately and follow their
        instructions.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 92
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Pool Booking Procedures:

Following an inquiry regarding booking the pool for a private function.

1.     Confirm Pool is available - communications diary, pool bookings calender

2.     Complete Pool Booking Form

3.     Advise client of the following

3a.    Supervision requirements

                              Under 5’s in-water (within arms reach)

                              Under 8’s constant supervision (can be from poolside)

                              Extra lifeguards can be organised (additional $20/hour)

3b.    Deposit        $50 deposit is required to confirm the booking

                      This is non refundable and covers administrational costs

4.     Pool Rules                       )

                                        ) once deposit is paid hand to client after discussing

5.     Evacuation procedures            ) with them.

6.     Confirm what equipment will be required.

7.     Advise them that facility and equipment is to be left tidy after use.

8.     Record in communications diary          1 week prior for staff and public notices

                                               Actual date

9.     Pool booking form to On Site Supervisor




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 93
                                      Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Pool Bookings

When pool is booked for a private function.

1.     Lifeguard will be notified via the communications diary that a booking has

       been made at least 1 week prior to the booking date.

2.     Check that supervision requirements are covered, i.e. extra staff if necessary

3.     Check all equipment is prepared….

3a.    BBQ is cleaned and gassed up

       Toys are in working condition

       Table is clean

On The Day…

Before the booking commences.

Changing rooms          Matts down

                        Toilets and basins clean

                        Toilet paper stocked

                        Bins empty

Pool                    Covers off

                        Lanes in / out as required

Poolside                Bins empty

                        Deck swept and clear of rubbish

Equipment in place      BBQ

                        Toys – inflate toy for use

                        Table




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 94
                                     Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Office                 Lights on

                       Fridge stocked with drinks

                       Swim school brochures out

                       Swimwear rack out

Staff                  Uniform on

                       Smile on

During Booking….

Supervision            Maintain constant supervision of the pool

                       Anticipate any risks and eliminate where possible, otherwise
                       manage them.

                       Communicate with adults and older supervising children

Public                 If public do show up despite notices politely advise them when the
                       pool will be available for their use.

After the booking…

Assist with tidy up.   Provide rubbish bags, brooms, clothes and cleaning agents where

                       Required.

Payment                ensure that payment has been received and provide receipt if
                       requested.

Store                  all equipment should be stored after cleaning.

                       Store inflatable carefully in storeroom

                       (if gas is required please leave message in diary for this to be done)

Public                 set up for public use if they are in after the function.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 95
                                       Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

Security


Security Services for the pool are supplied and monitored by          GREENES SECURITY


Contact Number:                                                       phone: 8467299


Swim School code:                                                     158


Personal Safety


Leave entrance doors locked until ready for public swimming sessions
Or if less than 2 staff are present.
When sessions are finished and public have vacated the building – lock exterior doors
If personal safety is threatened (if possible) retreat to office, secure door and contact OSS.
Or comply with requests and recall appearance, distinguishing features, height, race, car rego (if
possible).
Once situation is clear contact police (111). And On Site Supervisor.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 96
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Plant & machinery
what does it do?                                                                    servicing


BOILER
Aquatherm Ygenis
   Model EM250
    Output 250 KW
    Installed April 2003 by Tubman Heating
    To be services 2 to 3 times per year
    On/off switch on left hand side of main console mounted on top of boiler.
              Indicator lights       O      power on       on/off switch operated
                                     O      low fire       1st stage of heating
                                     O      high fire      2nd stage heating
                                     O      lockoutneeds resetting
                                     O      high temp      overheating
                                     O      low water      requires makeup water
              Reset switch           located under black cover on right-hand side of
                                     Main console
              Thermostat             located on rear of main console
              Pressure Release valve located on top of boiler, vents to ground.



Troubleshooting


Not operating:
    Check operating temperature
    (Digital readout right-hand side)
    Check thermostat (rear of console)
    Check reset button
    Refer to manager


We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 97
                                     Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

PUMPS

Main Circulation Pump
    Western Electric, model 6398559
    Output 7.5KW/10HP
    Flow rate 1450L/minute or 87000L/hour
    Pool turnover 4 hours
    DO NOT CLOSE VALVES WHILE RUNNING, ENSURE BALLAST TANK HAS
     WATER
    Pump checked 6 monthly by PMC


Heat Exchange Pump
    Davies Onga Pump
    Controlled by thermostat on boiler
    Pump checked 6 monthly by HiFlo Pumps


Chlorine Dosing Pump
    Alldos Eicher GmbH
    205-14 D14/po3/a11
    14L/hour at 100%
    Serviced in house 1/4ly


Water Tanks                    Situated behind boiler room.
                               Collect rain water from roof of pool
                               Available volume displayed in clear pipe on outside of tank 1.
                               Calcium Hypochlorite is added weekly to disinfect.
                               Water is introduced to the balance tank by opening valve above
                               the water gauge to the right at the end of the plant room corridor.
                               Turn off mains supply to balance tank while tank water is being
                               used.
                               Monitor tank level daily.

We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 98
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience


Filters                      2 x pressure sand                            FPC Dave


Circulation pumps            see page 97                                  PMC (Tony)
                             Circulate water from pool through filters    09 8361700


Chlorine pump                Stenner chemical pump                        Ian Coombes Ltd
                             Adjustable dose settings                     Rakesh 021336406


Heat exchanger               transfers heat from heat pumps to
                             Pool water

Hotwater cylinder            provides hot water for showers and           Laser Electrical &
                             Basins in changeroom                         Plumbing

Hand driers                  situated in change rooms for hand            Excell Electrical
                             drying                                       021999392

Fuse boards                  situated in plant room (above h/w)           Excell Electrical
                             And in office (above till).                  021999392



Till                         under review

Laptop                       for SPLASH and till operation                Xanadu IT 8135580
                                                                          Computerize
                                                                                   0272222082




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                   Page 99
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

SAUNA AND STEAM ROOMS

Eucalyptus oil


       The oil should be used sparingly as it is highly flammable when not watered down.
       1 tablespoon per spray bottle is sufficient.
       One spray around the sauna and steam should be sufficient per shift. NOTE: Do not
        hand to customers.
       For use in the steam room, place a small amount of oil in a dish, fill with water and
        place under a steam outlet.
       When spraying ask customers to vacate the sauna/steam for a few moments.
       When refilling the spray bottle use red funnel and carefully pour measured amount into
        bottle while placed in the sink. Wear gloves.
       Avoid contact with face, do not ingest and wash hands thoroughly after handling.

Cleaning Sauna and Steam Rooms


Sauna                   Hose out the floor daily
                        Scrub seating monthly with solution of blue Express SR and water
                        (1:10)


Steam room              Scrub out weekly with Express SR and water solution (1:10) seating and
                        walls and matting.
Steam generator should be flushed out weekly.
                   i.   Ensure that steam room is not in operation
                  ii.   Turn off water supply to unit - red tap.
                 iii.   Open flow to steam room - black tap.
                 iv.    Water should flow out of drain at far end of steam room. If no flow
                        report to manager.
                  v.    Reverse process to operate normally.


We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 100
                                     Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

To recharge water filters:


                   i.   Ensure that steam room is not in operation
                  ii.   Turn off water supply to unit.
                 iii.   Remove first filter cover, remove filter, place 1 tablespoon of Salt in
                        first filter casing and reattach, without filter.
                 iv.    Open waste valve and turn on water supply.
                  v.    Run water until clear.
                 vi.    Turn off water supply and waste valve, reassemble first filter
                 vii.   Check that salt is dissolved, and reattach first filter.
                viii.   Open water supply and resume normal operation.
                 ix.    Ensure that “wet surface” and “cleaning” signs are placed to warn pool
                        users of extra water on concourse while flushing occurs.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 101
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Maintenance and repair

in-house      Some basic tools are available for in-house repairs.
              Do Not attempt electrical work
              Do Not attempt major plumbing work

Contractors   are set out on next page


Trouble shooting      Try to eliminate options before calling contractors.


Suppliers

Jasol         chlorine               ph 0800429628          a/c 1141102


Poynters      pool products          ph 09 8151580          a/c Greenwoods Aquatics


Select chem. Testing solutions       ph 078497185


Gilmours      consumables            pick up


Coffee systems                       ph


The Service Co.                      ph. 095740377




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 102
                                       Greenwoods Aquatic Ent. Ltd. 2009
                 Everything we do contributes to an exceptional client experience

Organizing contractors – for routine repairs and maintainance

       Plumbing         Topline Trade Service       09 6306353    Willy

       Electrical       Excell Electrical           021999392     Dave

       Computers        Xanadu IT                   09 8135580    Alan

       SPLASH            Computerize                0272222082    Barbara

       Boilers          Tubmans                     09 4444576    Johan

       Air Conditioning        Chubb                09 2707440

       Sauna & Steam           The Sauna People     09 4156655

       Steamroom coating Total Waterproofing 021626518            Tony

       Appliances       Appliance Repairs

       Carpentry        Hire-a-Hubby                0272948427    Murray

       Carpet laying Auckland Carpet Co.            0274951942    Jeff

       Painting         Matassa

       Pool Deck Surface       Solid Floors         029 2729953 Wayne

       Showers          McDonald Industries         09 6204059    Martin

       Filters          FPC                         06 3581933    Dave

       Pumps            PMC                         09 8361700    Tony

       Alarms           Greenes Security            09 8467299    Clive




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 103
                                   Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

Products and Services

Stock levels          reporting     POS
                      Ordering      through mte
                      Handling      msds, ops manual
                      Storing       operations manual
                      Using         operations manual, protective gear

Products              what have we got, what does it do?

                      Water treatment
                                    Sodium hypochlorite           disinfects pool water
                                    Sodium bisulphate             lowers pH
                                    Calcium chloride              increases hardness
                                    Sodium bicarbonate            increases alkalinity
                                    Sodium thiosulphate           decreases FAC

                      Cleaning      spray & wipe                  general cleaner
                                    Toilet duck                   toilet sanitiser
                                    Jif                           abrasive cleaner
                                    Janola                        toilet bleach
                                    Lavender antiseptic           bathroom cleaner
                                    Corium 50                     drain unblocker
                                    Glass cleaner                 window cleaner
                                    Air freshener




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 104
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Consumables
                      Drinks        coffees                from the coffee machine
                                    Hot chocolate          freshly ground coffee
                                    Hot water              cleaned daily

                                    Coke
                                    Fanta
                                    Sprite                 chilled in the fridge
                                    L&p
                                    Bottled water
                                    Ribena

                      Food          Chips                  large variety
                                    Cookies
                                    Lollipops
                                    Snickers

Swimwear and accessories            togs         mens, womens, girls, boys
                                    Goggles
                                    Caps
                                    Earplugs
                                    Swim nappies




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 105
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Services              what do we offer our clients? How can it help them?

                      Swimschool                   learn to swim children to adults
                                                   Fitness groups
                                                   Competitive squads
                                                   Non competitive groups
                                                   1 to 1 tuition
                                                   School aquatic education packages.

                      Pool hire                    party’s
                                                   Specific events

                      Pool management              pool operations
                                                   Staff training




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 106
                                      Greenwoods Aquatic Ent. Ltd. 2009
               Everything we do contributes to an exceptional client experience

Organising stock - Suppliers

       Poynters       pool products          ph 09 8151580         a/c Greenwoods
                                                    Aquatics

       SCL       .    Testing solutions      ph 078497185

       Gilmours       consumables            pick up

       Coffee systems (supply NW)            ph 09 4441270

       The Service Co.toilet rolls           ph. 095740377

       Coke           drinks                 ph 0800262226

       Cookie         cookies, muesli bars ph 0800 cookie          Bronwyn
                                           Ph 0274770615
       Quality        confectionary        ph 4180910              Chris

       Streets        icecreams              ph 0272589431         Dave Mann

       Stationary Warehouse stationary       www.b2bstationary.co.nz

       Speedo         swim wear & accessories          ph 0800805806

       Arena          swim wear & accessories          ph 021965124 Amelia

       Aqualine       swim accessories       ph 09 4460455         Doug

       Zoggs          swim accessories       ph 04 9022292         Sandra

       Eagar          instructors rash shirts ph 04 2322665        Dean

       Spank          swim accessories

       Aquanaut       instructors wetsuits   ph 09 4158350

       Isolebella Coffee (MTE)               ph 09 5309415


We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 107
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Useful Numbers

       ACL                   screenprinting                       Anneke & Chris

       168 Advertising       photocopying          Dom Rd         Sean

       Action Indoor Sports uniforms               09 6206113     Warwick

       Customprint           printing              09 8133290     Gary

       25 Ltd                Graphic design        0273133274     Paul

       Poolstuff             pool accessories      0275012513     Scott




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 108
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Communication
    with clients
    at the pool                     welcome them with a smile
                                    In a clear voice
                                    Introduce yourself and your role at the pool
                                    Listen carefully to their inquiry
                                    Assist them as much as possible.
                                    Be aware of other services and products that may be useful
                                    to them.
                                    Thank them for their inquiry


       On the Phone                 welcome caller
                                    In a clear voice
                                    Introduce yourself and your role at the pool
                                    Listen carefully to their inquiry
                                    Assist them as much as possible.
                                    Be aware of other services and products that may be useful
                                    to them.
                                    Thank them for their inquiry



       Colleagues                   At shift changeover clearly describe any and all issues
                                    that new staff should be aware of e.g.
                                                   no. in the pool, changing areas etc
                                                   any disabled or at-risk clients
                                                   any issues with unhappy clients
                                                   any issues with malfunctioning equipment
                                                   latest water quality results
                                                   any stock level issues
                                                   any tasks not completed




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 109
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                                    Comm. Book note all issues requiring attention
                                                     Note any incidents requiring follow up
                                                     Note any stock & supply issues
                                                     Note any leave required


              Management            When reporting absence always contact by phone and
                                    speak personally to manager or available staff.


Staff structure       who is responsible for what?


                      Managing Director              Business development
                                                     Marketing
                                                     Financial control
                                                     Human Resources
                                                     Responsible to shareholders


                      Administration                 Customer Service
                                                     Responding to inquiries by email, phone &
                                                     counter.
                                                     Processing staff communications – leave etc.
                                                     Processing accounts – inwards & outwards
                                                     Managing the SPLASH program
                                                     Recording water test and sales results
                                                     Preparing reports on above
                                                     Ordering stocks and products
                                                     Banking reconciliations
                                                     Responsible to MD




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 110
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

                      On-Site-Supervisor           Customer Service
                                                   Overall performance of site
                                                   Roster – lifeguards & instructors
                                                   Sales targets – bookings, shop etc.
                                                   Operating budget
                                                   Staff supervision and evaluation
                                                   Pool operation
                                                   Responsible to MD
                      Lifeguards                   Customer Service
                                                   Pool supervision
                                                   Water testing
                                                   Retail sales
                                                   Dgss bookings
                                                   Cleaning
                                                   Responsible to OSS


                      Lead instructors             Customer Service
                                                   Assisting with instructor scheduling
                                                   Observing instructor performance
                                                   Providing appropriate feedback and
                                                   suggestions
                                                   Supporting instructors in, and after training
                                                   Ensuring instructors are prepared everyday
                                                   Responsible to OSS
                      Instructors                  Customer Service
                                                   Instructing learn to swim
                                                   Progressing pupils
                                                   Identifying strugglers
                                                   Client retention
                                                   Developing a positive, fun learning
                                                   environment.
                                                   Responsible to OSS.
We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 111
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

On Site Supervisors Roles and Responsibilities

Objectives            To improve the level of customer service for our clients
                      To increase the level of support and supervision of staff
                      To improve the overall performance of individual sites

Method                Shift of responsibility to On Site Supervisors
                      Systemic approach directed at positive client outcomes
                      Realignment of ALL roles to core objectives
                      Clarification of performance targets

The role of the OSS (On Site Supervisors)
              will incorporate…

              (motivated, well trained, positive, helpful, reliable, well presented)
              Staff coordination     selection of new staff – 1st interview screening
                                     Induction of new staff
                                     Staff training – theory (operational guidelines/manuals)
                                                     practical supervision
                                     Rostering – base schedule and covering absences
                                     Review process – assisting MD
                                     Performance monitoring – supervision
                                     Support – providing appropriate feedback & support

              (attention to detail, accurate, up to date, clear)
              Administration           Daily banking reconciliation
                                       Daily bankings
                                       Sales records
                                       Time sheets
                                       Stock management – pool shop, swim shop, chemicals
                                       Communication – staff, management, clients
                                                               Written, verbal, email, text
                                       Stationary and office supplies & equipment




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 112
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

The role of the OSS (On Site Supervisors) cont…

              (welcoming, friendly, helpful, positive, relationship building)
              Customer service     Facility reception
                                   Welcoming clients
                                   DGSS bookings, reports, inquiries
                                   Presentation of facility & staff
                                   Addressing clients needs
                                   Liaising with user groups – public, bookings, schools
                                   Staff performance – training, support and feedback


              (high level of cleanliness and hygiene, high water quality, safe)
              Facility operation     Pool bookings – time and space coordination
                                     Security – keys and codes
                                     Water quality management – testing & treating
                                     Chemical ordering, storing and use
                                     Plant – operation and maintenance
                                     Cleaning – quality control, stock & equipment

              (positive client experience, increasing awareness, products & services)
              Promotion               Developing positive client relationships
                                      Organising display materials
                                      Communicating promotions & objectives & roles to staff
                                      Developing networks in the local community
                                      Developing site specific promotions
                                      Coordinating specific promotions – tog & towel etc

              (achieving sales targets in bookings, swim shop, pool shop, pool use)
              Sales                  Setting sales objectives (with MD)
                                     Promoting and presenting stock and services effectively
                                     Communicating targets and progress to staff
                                     Encouraging all staff to participate
                                     Recording sales statistics
                                     Stock management – stock levels, age of stock




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 113
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

The role of the OSS (On Site Supervisors) cont…

              (quality instruction, positive, friendly, fun environment, positive outcomes)
              DGSS                    Well balanced classes - bookings
                                      Monitoring instructor performance – feedback, training
                                      Supporting instructor performance
                                      Managing staff absence – for staff and for clients
                                      Monitoring student performance – proactive response
                                      Mid terms, certificates
                                      Term roll targets
                                      Coordinating school swimming programs
                                      Organizing instructor training and workshops
                                      Managing client relationship programs – b’days, illness etc.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 114
                                    Greenwoods Aquatic Ent. Ltd. 2009
                Everything we do contributes to an exceptional client experience

On Site Supervisor – Procedures Manual

Daily Duties:

Site inspection               Complete pool facility checklist for…
                                    Cleanliness
                                    Rubbish picked up and bins emptied
                                    Pool deck swept or hosed down
                                    Lost property collected, recorded and stored
                                    Equipment and displays stored as required
                                    Windows and doors secured
                                    Changerooms hosed out and clean
                                    Toilets cleaned and sanitized
                                    All cleaning equipment and products stored correctly
                                    Toilet paper stocked
                                    Air fresheners functioning
                                    Lights functioning
                                    Signs and posters displayed appropriately

                              Sign off list or make appropriate notes for follow up.
                                     Score lifeguard accordingly.

Water test                    Conduct water tests as per operation manual.
                              Make any necessary adjustments and record on test sheet
                              Monitor stock levels of treatment solutions and chemicals
                              Monitor water appearance and general pool condition.

Site setup                    Signs and brochures are correctly displayed
                              Replenish as required
                              Swim shop products are neatly displayed
                              Pool shop products are neatly displayed
                              Notice board is updated and tidy
                              Phone is off Divert
                              Float is in till
                              Splash is operational – computer online, printer on and working
                              Office/service area is clean and tidy
                              Coffee machine is stocked and operational



We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 115
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

On Site Supervisor – Procedures Manual

Daily Duties cont:

Swim School setup            Instructors class lists are up to date and ready
                             Name boards are prepared
                             New/replacement instructors are briefed
                             Uniforms are correctly worn, neat and tidy
                             Covers are removed and stored
                             All teaching resources and equipment is poolside and ready
                             Instructors are poolside BEFORE their scheduled class time.

Administration duties        Check daily banking reconciliation from previous day.
                             Prepare banking
                             Deliver to bank – ASB
                             Post mail as required
                             Check sales statistics and record appropriately
                             Check inquiries and pool use statistics and record.
                             Check stock levels – shop and water treatment
                             Scan new stock into POS system.
                             Review all performance targets
                             Update whiteboard information
                             Post staff notices

Swim school                  Update attendance records
                             Issue birthday card emails
                             Issue get well emails
                             Issue reminder notice emails
                             Issue makeup reminder emails
                             Process all bookings, payments and purchases accurately

Customer service             Ensure a positive experience for our clients
                             Action pool bookings as per procedures manual




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 116
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

On Site Supervisor – Procedures Manual

Weekly Duties:               Produce weekly performance reports
                             Confirm lifeguard roster
                             Confirm instructor roster
                             Identify excellent performance for recognition
                                     Client feedback
                                     OSS observation
                                             Instructor
                                             Lifeguard
                             Gilmours order
                             Pool treatment stock order –
                                             Test solutions,
                                             Treatment chemicals
                                             Cleaning products
                             Gas bottle refills
                             Water test results to MTE
                             Wages book (Time sheets )to MTE
                             Schedule managers meeting.

Monthly duties:              Staff reviews – issue review sheets and schedule review.
                             Diarise staff birthdays
                             Action leave requests
                             Produce monthly performance summaries
                             Review monthly performance
                             Update promotions – diarise for next month
                             Review plant maintenance schedule – diarise as required
                                     Organize contractors as necessary
                             Schedule staff training – update agenda as required




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 117
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

On Site Supervisor – Procedures Manual

Quarterly duties:            Diarise -
                                    Mid term reports       To instructors
                                                           To clients
                                    Certificates
                                    LTS fee reminder notices
                                    Class movement cut off
                                    Rebook promotional material displays
                                    Instructor availability form to instructors
                                                                  From instructors
                                    SPLASH rollover
                                    Preparation of next terms enrollment book
                                    Preparation of next terms fee structure/notice

                             Set training workshop days/times/venues and display

                             Review staff qualifications for re examination
                                     First aid
                                     NPLA
                             Advise MD of staff in-house certification requirements
                             Review performance against targets
                                     Make any improvements as required
                                     Schedule further training if required
                             Review marketing performance
                                     Make any improvements as required
                             Establish next quarters targets

                             Organise holiday checks and clean up.
                                    Check lanes, platforms, teaching resources, signage
                                    for damage, repair and replacement.
                                    Signage to be changed to holiday times.




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 118
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience



On Site Supervisor – Procedures Manual

Annual duties:               Assist with staff xmas function organisation
                             Assist with annual review and planning
                             Prepare site annual plan for maintenance
                                    including       pool operation plant – pumps, filters etc.
                                                    pool check for leaks, damage, decay
                                                    office – equipment, supplies, décor
                                                    teaching gear – repair, replace




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 119
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Appendix A)           Policy guidelines            Swim school policy
                                                   DGSS Bookings
                                                   Changing rooms
                                                   Camera and video
                                                   Pool Bookings

                                                   Pool rules & guidelines

                                                   Evacuation procedures

                                                   Faecal accident

                                                   Computer / Internet



Appendix B)           Forms                        Accident / Incident register

                                                   Leave requests

                                                   Daily banking schedule

                                                   Inquiry / Feedback

                                                   Mid term report form – instructor

                                                   Mid term report - client

                                                   Mt Eden Pool site plan

                                                   House rules




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 120
                                        Greenwoods Aquatic Ent. Ltd. 2009
                Everything we do contributes to an exceptional client experience

FAECAL INCIDENT PREVENTION PROGRAMME

Ensure that appropriate signage and pool user information is displayed in the entrance to the pool. This
will help to educate pool users about the risk of introducing contamination to the pool and the signs to
look for/ be aware of.

        Staff are responsible for screening pool users where possible and observing behavior to prevent
        possible accidents or intentional incidents.

        Staff should advise parents of toddlers of the whereabouts of the changing table and the
        availability of infant swimming togs to contain accidents, also that the toddlers should be taken to
        the toilet and shower prior to swimming.


Faecal Accidents
The following procedures should be followed immediately a faecal accident in the pool is
discovered/reported:

1)      Evacuate and isolate the area immediately

2)      Remove feacal matter with scoop. If necessary vacuum the area to ensure all matter is removed
        from the pool. NOTE: vacuum to waste, and thoroughly wash out vacuum gear.

3)      Spot super chlorinate using sodium hypochlorite (liquid chlorine) using 3 to 5 liters.

4)      Ensure the pool volume FAC is 5 to 7ppm.

5)      Filter turnover period is 8 hours, allow 1 complete turnover for faecal solids and 3
        turnovers for diarrhea.

6)      Retest water to ensure FAC is below 5ppm before allowing swimmers to re-enter the water.

7)      Record incident in Water test book. Record in Faecal Accident Record Sheet (See Appendix C).

8)      Advise pool manager




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 121
                                    Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience

Swim School Policy

All swimming lessons conducted at the New Windsor Swimming Pool are to be carried out by
DGSS staff and administered by DGSS.


All bookings for any DGSS services are to be made through the appropriate staff at the
Swimming Pool.


All fees for DGSS services are to be paid to Greenwoods Aquatic Enterprises Ltd.


DGSS will provide all instructors and resources for any and all lessons at the pool.


Private Lessons
Private lessons have been available in the past on a one off basis and to accommodate
extraordinary circumstances.
This system was not designed to cater for long term ongoing one to one instruction. Increased
demands for one on one lessons has caused us to assess the real cost of providing this service and
to re organise the systems involved, to bring the lessons in line with the swim school policy.
Our instructors are employed to teach swimming, not administer/organise lessons; these duties
are carried out by admin staff coordinating the swim school program. This ensures the swim
school program provides organised, coordinated services and best utilises instructors, time and
resources.


Costs include – pool space, water, heating, treating, cleaning, training, resources, wages and
marketing.


Prices:        1 on 1 30min classes = $40.00 (adult)
               1 on 1 20 min classes = $30.00 (child)
               1 on 2 30 min classes = $50.00 ($25.00 each)


We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 122
                                   Greenwoods Aquatic Ent. Ltd. 2009
              Everything we do contributes to an exceptional client experience




We may not be the biggest pool around BUT our customer service can be the best and our clients
will remember that as part of their experience with us.                                 Page 123

								
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