Everything Else
How much does a month of swimming cost at KCS?
$126+HST
What would you say to greet a guest over the phone?
"Good [morning/afternoon/evening]. KidsCanSwim [location], [FDC name] speaking, how may I help you?"
What are the KCS Core Values?
1. Safety
2. Fun lessons and measurable progression
3. Exceptional Guest Experience
4. Meaningful work environment
5. Center cleanliness
After turning on the lights and completing the pool test, what is the first thing you do when opening?
Print the aquatic educator roll sheets and master roll sheets and make sure the changerooms and lobby are presentable for opening.
What is the Front Desk Coordinator uniform?
The white KidsCanSwim polo shirt and a pair of unbranded black pants or KCS Shorts. Please wear indoor shoes during the winter.
What is the difference between a charge and a payment?
A charge is like the bill you receive at a restaurant. It tells you how much you owe for your monthly lessons.
A payment is the part when parents pay for their charge - either using debit or a credit card.
What is our cancellation policy?
Cancelling an Individual Class: Parents need to login to their parent portal account and register a future absence. Doing this creates a space in your child’s class that will allow another family to use their makeup token!
Cancelling a Membership: To cancel, parents need to login to their account, select "drop enrolment" and choose their cancellation date – this must be done at least 30 days prior to their last lesson.
How many levels are in the KidsCanSwim program?
12 levels
When should you start closing the centre?
As soon as the last guest checks-in you can start closing the lobby and front desk area. This ensures that the centre is closed efficiently and on time.
What is the KCS Billing Cycle? When are the key dates?
1. Charges get added to accounts on the 1st of the month.
2. Auto-payments get taken on the 1st of every month
3. Families have to cancel their class with 30 days notice and ONLY through the parent portal.
What is the shift report and what information is in it?
The shift report is filled out each day by both the Front Desk and On-Deck teams. It serves as communication tool between members on shift and the management team, as a way to solve problems or have questions answered, and a record of events.
It includes:
•Client relations issues
•Pool chemistry on the day
•Any questions you can’t answer
•Pros & Cons about the shift
A guest calls saying that they want to register for swimming lessons. What do you do?
1. Provide them with any information they may need, especially about our pool depths/height of the swimmer AND where to find level information (on the website under Find My Level).
2. Direct them to the parent portal and talk them through registering online.
How would you help a parent who approached the Front Desk inquiring about which level to register for?
Direct them to the KCS Find My Level tool on our website. If they are a baby, use their age to decide which class.
For exceptional customer experience:
Ask them the height of their child, and their previous experience/ swimming skills. Then, briefly walk them through the Find My Level chart on the website, and suggest the level they should register for.
Why is it important to do a pool test first thing when opening the centre?
The first pool test of the day must be done 30 minutes before the first swimming lesson, so that if the pool chemistry is off we can fix it before lessons start. Otherwise, we may be forced to close the centre.
How far ahead can guests transfer their enrolment?
Guests can transfer up to 7 days in advance.
Guests on the waitlist may be transferred two weeks in advance depending on availability of the desired class.
What key details are in the master roll sheet?
The swimmers name, the parents name, their phone number, the swimmers level, their class time, their lane, their aquatic educator, their planned attendance, AND icons with key details like if it's their first class, their first time at the pool, their birthday, etc.
A guest is coming in for their lesson late - the class started 2 mins ago and they have a balance owing. What do you do?
1. Let them know that they have a balance owing on their account and that you'd be happy to help take payment now.
2. If they insist that they're late and want to get their child into lessons first - if the child is old enough, let the child go through to their lesson and take payment from the parent.
3. If the child is not old enough, let the parent get their child in the lesson, then ask them to return to the Front Desk to settle their tuition. If this happens, YOU are responsible for ensuring they make the payment before the end of class. If not, you will receive a disciplinary notice.
4. Always ask the parent to ensure they have a valid credit card onto autopay to avoid this in the future.
When are assessment weeks?
Week 2 for the big pool
Week 3 for the small pool
Quick! There's an emergency and you might have to close the centre! Who should you contact first? Second? Third?
1. Brittany Deschamps or Manager on Duty
2. Hugues Boisvert - The owner
3. Zenith or PoolWorks (if necessary)
What is the KidsCanSwim leaning guarantee?
If a swimmer has not levelled after attending and getting in the water for 20 lessons, without a break in enrollment, while having regular assessments, and having achieved a 90% attendance or more, their swimming lessons are free until they pass that level
What is Guest Experience and how will you make sure it happens at KCS?
Guest experience goes beyond customer service (which is typically reactive) and focuses on predicting and fulfilling a customers need before they've expressed it. Ultimately, it's about a feeling - like FarmBoy vs. Food Basics OR Tim Hortons vs. Starbucks.
Some ways you can make this happen include:
- Remembering kids and parents names upon arrival, get to know your guests!
- Being enthusiastic about levels being passed and handing out stickers
- Ensuring the lobby is spotless
- Being knowledgeable about KCS programming and how to find answers to questions
- Providing lane and AE information before they ask (especially for makeups)
It is almost the end of the day. A guest has finished their lesson and tells you that they are very unhappy with their instructor, and would like to speak with the centre manager immediately. The centre manager has gone home already. What should you do?
1. Listen to and acknowledge the parent's concern
2. Get the facts about the situation and write them down
3. Escalate the concern to the appropriate parties by (1) putting it in the shift report, (2) emailing the centre manager directly
What makes our program different from traditional lessons?
Purpose built facility to learn to swim (e.g., shallow pools and warm water), smaller class sizes, open 12 months of the year, pre-made lesson plans, systemized progression, repetition and only 3 skills per level.
Why is it important to highlight icons on the master roll sheet for the day? (E.g. new swimmers, unpaid balances, etc.)
We highlight icons on the master roll sheet to ensure that we address everything that needs to be addressed with each guest, and don't forget to do things like collect payment, give booklets or birthday cards, etc.
What is the makeup token policy? Think, how long makeup tokens are valid for, and how many makeup tokens guests can receive in one month.
Makeup tokens are automatically issued following a missed class. Makeup tokens are valid for 60 days. Guests are only issued 1 makeup token per month. Exceptions vary according to circumstance.
Guests can only use makeup tokens while actively swimming.