Oliver Owen-Thomas

• Assisted the Duty Manager in the smooth running of each shift.
• Conducted safety inspections of recreational equipment and areas to maintain strict safety standards.
• Implemented energy-saving measures in recreational facilities, contributing to sustainability goals.

Regularly stepping up to be a Duty Manager when required, performing the following:

• Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
• Addressed customer complaints with empathy and efficiency, resolving issues to maintain high satisfaction levels.
• Led by example, demonstrating exceptional customer service and encouraging staff to deliver the same high standards.
• Coached and mentored junior staff, developing confidence and competence for improved service delivery.
• Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption.
• Oversaw cash handling procedures, including banking and safe management, to ensure financial security.
• Managed team rotas effectively, guaranteeing optimal staffing levels during peak hours to maintain service quality.
• Managed and motivated large teams of staff to deliver against daily operational targets.

• Maintained cleanliness and orderliness in recreational areas to uphold high hygiene standards.
• Created and maintained a positive, welcoming environment for all participants, fostering inclusivity.
• Logged accidents and incidents quickly and accurately, detailing outcomes for future reference.
• Attended regular first aid training courses, offering dependable medical assistance to child and adult swimmers.
• Used outstanding communication abilities to inform swimmers of pool rules and regulations.
• Closely monitored pool chemical levels, ensuring strict compliance with guidelines for optimised safety.
• Conducted safety inspections of recreational equipment and areas to maintain strict safety standards.