Facility Manager

Facility Manager

Salary Range: $70,000–$80,000 annually

Summary

Reporting to the Operations Manager, the Facility Manager is responsible for the overall leadership, performance, and day-to-day operations of the Russell Aquatics facility.

The Facility Manager is accountable for ensuring the location operates safely, efficiently, consistently, and in alignment with Russell Aquatics standards and values. This role provides leadership across all departments and is responsible for creating a high-performing team culture, delivering an exceptional customer experience, maintaining strong aquatic and operational standards, and driving the overall success of the facility.

The Facility Manager is expected to maintain a visible and active leadership presence throughout the facility, particularly during peak programming periods, and to proactively identify and resolve operational, staffing, customer service, safety, and facility concerns.

Areas of Accountability

Facility Leadership and Overall Performance

• Take ownership of the overall success and performance of the facility
• Ensure consistent execution of Russell Aquatics policies, procedures, standards, and values
• Maintain a visible leadership presence throughout the facility, particularly during high-volume programming periods
• Proactively identify operational challenges and implement solutions
• Monitor key facility performance indicators including enrolment, retention, class capacity, customer experience, staffing efficiency, program quality, and facility standards
• Ensure appropriate follow-up and accountability when issues arise
• Work closely with Ownership and Operations to identify opportunities for improvement and growth

Team Leadership and Management

• Provide strong leadership, coaching, mentorship, and direction to the facility management team and staff
• Foster a positive, accountable, professional, and high-performing workplace culture
• Conduct regular 1:1 meetings, team meetings, coaching conversations, and performance reviews
• Establish clear expectations and hold managers and staff accountable for performance
• Support recruitment, onboarding, training, development, and retention of employees
• Address performance concerns and difficult conversations promptly and professionally
• Ensure managers and supervisors are effectively leading their respective departments and shifts
• Support staffing and scheduling decisions to ensure appropriate coverage based on operational needs
• Identify high-potential employees and support succession and leadership development

Customer Experience

• Ensure families consistently receive friendly, professional, responsive, and solution-focused service
• Maintain high standards for communication across all customer touchpoints
• Proactively monitor the customer experience throughout the facility
• Address escalated customer concerns professionally and ensure appropriate follow-up
• Work with the administrative team to ensure registrations, schedules, billing, credits, and customer records are accurate
• Monitor customer feedback and identify recurring themes or opportunities for improvement
• Support customer retention initiatives and strengthen relationships with Russell Aquatics families

Aquatic Program Quality

• Work closely with Aquatic Management to ensure consistent delivery of Russell Aquatics programming and teaching standards
• Monitor lesson quality, instructor performance, student progression, and class experience
• Ensure aquatic staffing and instructor assignments support program quality and operational needs
• Support Aquatic Management with coaching, training, evaluations, and quality-control initiatives
• Ensure aquatic programming complies with applicable safety standards, regulations, and Russell Aquatics policies

Facility Maintenance, Safety and Operations

• Ensure the facility is clean, organized, safe, welcoming, and maintained to Russell Aquatics standards
• Conduct regular facility inspections and ensure identified concerns are addressed promptly
• Oversee maintenance coordination, equipment needs, inventory, repairs, and facility-related projects
• Ensure pool deck, change rooms, viewing areas, front desk, staff spaces, storage areas, and common areas operate effectively
• Ensure safety procedures, emergency protocols, incident reporting, and regulatory requirements are consistently followed
• Coordinate with maintenance providers, contractors, and vendors as required
• Ensure adequate inventory and appropriate use of facility supplies and equipment

Scheduling, Staffing and Operational Execution

• Ensure appropriate staffing levels across departments based on enrolment and operational requirements
• Monitor scheduling effectiveness, labour usage, staff coverage, absences, and shift performance
• Support management with coverage planning and staffing challenges
• Ensure managers and supervisors are effectively overseeing peak programming periods
• Review operational processes and recommend improvements to increase efficiency and consistency

Financial and Business Performance

• Support Ownership and Operations in managing facility budgets and controlling operating expenses
• Monitor labour, maintenance, equipment, supply, and other facility-related costs
• Review payroll information for accuracy and ensure required changes are communicated appropriately
• Provide recommendations regarding compensation, recognition, promotions, and staff development
• Monitor enrolment, retention, program participation, class capacity, and other key business indicators
• Identify opportunities to improve facility performance and sustainable growth

Reporting and Communication

• Maintain clear, timely, and transparent communication with Ownership and Operations
• Provide regular updates regarding staffing, customer concerns, facility conditions, safety issues, and operational performance
• Maintain appropriate documentation relating to incidents, staffing, performance management, facility maintenance, and operations
• Participate in leadership meetings and contribute to company-wide initiatives
• Ensure relevant information is effectively communicated to managers and team members

Community and Marketing Support

• Support company-led marketing, community engagement, registration, and promotional initiatives
• Work collaboratively with the Marketing and Communications team to identify local opportunities to strengthen facility awareness and enrolment
• Represent Russell Aquatics professionally within the local community

Demonstrated Qualifications and Skills

• Previous leadership and management experience, preferably within an aquatic, recreation, service, or multi-department environment
• Strong leadership, coaching, communication, and interpersonal skills
• Ability to hold employees accountable while maintaining a positive team culture
• Strong customer service and problem-solving abilities
• Understanding of aquatic programming and safety standards
• Strong organizational and time-management skills
• Ability to prioritize and make sound decisions in a fast-paced environment
• Comfortable using scheduling, registration, reporting, and communication software
• Ability to analyze operational information and use data to make decisions
• Ability and willingness to work evenings and weekends based on operational requirements

Post-secondary education in Recreation Management, Business Administration, Education, Aquatics, or a related field is considered an asset but is not required.

Working Conditions

The Facility Manager position requires a combination of leadership, administrative work, and active presence throughout the facility.

The Facility Manager is expected to spend a meaningful portion of their working hours actively engaged with employees and customers throughout the facility, particularly during peak programming periods. Administrative responsibilities should be balanced with the need for visible leadership and operational oversight.

The position requires flexibility in scheduling, including regular evening and weekend availability based on the needs of the facility. The Facility Manager may occasionally be required to respond to urgent operational or facility matters outside of scheduled working hours.