Levels
We love going to the mini 2 class, however when can they start going to the Mini 3?
The student may move up to a mini 3 once they turn two.
What is our cancellation policy?
We do require a 30 day notice. After that you will not be enrolled into classes and will not be charged. After your last class date you will have 14 days to use your makeup tokens.
When can we add families to the wacthlist? and What days?
Weekends only and only if they are enrolled
When should we be sending the text(Podium) from Sales Force?
The first initial contact. Phone, email and text
Who is Roxana's favorite artist?
Harry Styles
How do we know if a student has moved up?
1. A parent has the orange paper
2. The rollsheet comments
3. The stars are passing for that level
4. If the three aren't done grab a supervisor to double check
When is family swim? When can you book and how much?
Family swim is on Saturdays at 4-5 and 5:15-6:15. Bookings go live at 10am every Thursday. The cost is $10 per swimmer
What do families receive on their first day?
They receive a welcome bag, wrist band, t-shirt or diaper. If they are a mini family they receive a flyer
What does a walkthrough consist of?
Checking bathrooms (To see if toilet paper, hand paper etc needs refilling)
Checking the huts and the doors to see if they are locked.
Lobby area, chairs etc
Floor
What are the expectations about being front desk?
They are the first to greet customers, helping customers get a golden experince, booking in kids and help to resolve any booking/account issues
My student is ten, they can swim back and forth on their own. They can do their side breaths and back stroke. What level should I place them in?
The student should be placed into a pro 1
Do makeups ever expire?
Makeups expire one year after they are issued. They are exceptions, the one for covid for example never expire. Be sure to let families know when they cancel when their first makeup token expires
A family calls and is upset their booking was cancelled. What are your next steps?
Pull up the family account to see what is going on. Then click the email tab to see what emails have been sent. Thats a good way to see if they were dropped from no payment or absentee. Once you know the why let the parents know and if they would like sign them back up for classes.
What should you be doing when there is down time?
Sales force, restocking, cleaning up the facility
What does Miss Mackenna not want to see at the Front Desk?
Phones, garbage from snacks, people online shopping. Not greeting customers.
My student can swim awesome, they are six. They know how to do butterfly, breast stroke, side breath and every stroke. I would like to sign up for swim force
We highly encourage you to do a free trial in a pro 2 class that way they can be tested into swim team. However if that doesn't work for you we can do a free trial in swim force so we can determine if that is the right level
I am enrolled in Lincoln Park Goldfish swim school, can I use my makeups at the location here at Roscoe Village?
Each Goldfish is run separately, if you are enrolled into another location you can not use your makeup tokens here.
What is the difference between credit, refund and an a makeup?
Credit: A money amount that is placed on their goldfish account and can be used here at goldfish, usually for the next monthly payment.
Where can you see the subs for today?
The white board or the sub book
What do you do when a friend wants to hang out at the desk? Even Front Desk who are not on the clock?
You let them know they will have to sit at the goldfish table.
My child is four years old and has some experience swimming. They are comfortable putting their face in and swimming 5ft on their own. What level should I place them in?
Since they are four years old they would either be placed in a junior 1 or two. If they are comfortable on their back they would be placed into a J2
I heard so much about your program from friends and I have been getting messages about a free trial and I would love to take you up on the offer. I would love to book for Saturday mornings.
Our Free trials are from Monday-Thursday. Is there a time you are available during the week that I can look at for you? Or we can book for a drop in class
It's a families first day and they come up to the desk, what do you do?
Ask for name. Look up to see when they swim, double check its the correct day and time. Check policies to make sure they are filled out and then let them know what lane they are in. Fill out the paper, hand them a wrist band and show them around the facility and how it works
What are the FD tasks at the end of the night?
Trash, popping the door, emptying the coffee and printing rosters for the following morning. One final walkthrough to make sure chairs are nice and crumbs are picked up
Name one of each Managers dogs
50 points for each dog named
Xavier, Luna, Monkey(Logan), Hudson and Skylar Rose
Roxana: Draco
Ana: Muffy