Welcome!
 Today’s in-service training will cover:
 Company Policy
 Procedures
 Emergency Action Plan (EAP)
 Outstanding Customer Service
 And other lifeguard essentials
Company Policy
 Our Number One priority is… SAFETY!
 Keeping the patrons safe
 Keeping the pool safe
 Keeping yourself safe
Newsletter
 Your supervisors and managers meet a couple times a
month to put together a newsletter. The newsletter
includes:
 Any updates
 Reviews and any changes to company policy
 Names lifeguards of the month
 Names pool of the month
 Provides safety reminders
 Shares stories of heroic rescues and exemplary
lifeguarding on our staff
 Comes attached to your paycheck
Certifications
 SwimSafe must have a current copy of your
certifications.
 Policy- If we do not have a current certification on file,
you will not be allowed to lifeguard and will not
receive your paycheck until we have current copies.
 No Exceptions!
 What if I cannot find my cards?
 Call the American Red Cross at 792-4000. Fee is $5.00
for a replacement
 If you just got certified, get a letter of passing from your
instructor.
Your Shift
 Arrive 10 minutes before scheduled shift
 Do not bring your cell phone to the lifeguard chair or
onto the pool deck
 NEVER LEAVE A POOL UNATTENDED
 Wear sunscreen or thou shall get burnt
 DO NOT come to work under the influence of alcohol
or drugs
Your Shift (cont’d)
 Clock-in no earlier than 10 minutes before shift
 Clock-out when your shift is over
 Enforce pool rules
 Employees must be in proper SwimSafe uniform
Uniform
Lifeguard Whistle
SwimSafe name tag
SwimSafe T-shirt
Lifeguard Tube
Lifeguard Hip pack
SwimSafe Swimsuit
Uniform Policy
 You must be in full uniform while on the clock
 Do not wear uniform to the pool as a member!
 Everyone gets 1 name tag – replacement name tags will
be an automatic $5.00 deduction from your paycheck.
Finding a Sub
 Post a sub slip as soon as you realize you need a
substitute.
 IT IS UP TO YOU TO FIND A SUB FOR YOUR SHIFT!
 If no one signs up: call, bake cookies/bribe, switch
shifts, etc.
 Last resort: talk to your manager
How to fill out a Sub Slip
 Sub Slip
 Your name:
 Current Date:
 Shift Needed:
 Date Needed:
 Name of Sub:
 Signature of Sub*:
 Manager’s Signature:
Needs both signatures
Down Time During Shifts
 Absolutely DO NOT:
 Play Cards
 Watch television
 Smoke
 Play around the pool deck
Instead…
 Do your fitness swim
 Fill up water bottles and rehydrate
 Look for something to clean:
 Bathrooms, drain covers, pool deck
 Reapply sunscreen
 Review CPR/Lifeguard Skills
 Review EAP
Rainy Days and Inclement Weather
 Arrive to scheduled shift unless called
 Expect to do work or safety review
 The number of workers to stay will be determined by
the office and pool manager.
 Remember: Lightning is 30 minutes from last sighting.
Distant thunder is 20 minutes from last sounding.
Customer Service
 Skill 1: Answering the phone
 How to Answer the Phone:
 “Hello, Evendale Pool, This is ______ speaking how may
I help you?”
Customer Service
 Skill 2: Tactful Lifeguarding
 Always try to put yourself in the place of the patron. Try
to understand where they are coming from and give an
attentive ear to questions or concerns.
 If you are approached by a patron with a question, be
curious and helpful.
 Do not answer a question you do not know

Instead, tell the patron you will find someone who does know
the answer (ie: your manager) and get back to them.
Customer Service
 Skill 3: Rule Enforcement
 Why do we enforce rules?
 What are some rules we enforce?
 Do not scream at patrons
 Initially, explain the rule: why we enforce it.
 For adults, it’s best if you tell them discreetly (unless
they continuously break the rules)
Customer Service
 Skill 4: Perception is Reality
 What a customer or guest “believes to be true” is
true, for them, because they formulate their
feelings before they have the facts.
 It is possible to do a great job, but be perceived in a
negative way?
 Examples?
 How does that negative perception effect you?
BLOW YOUR WHISTLE!
 Whistle Signals
 1 short blast
 2 short blasts
 3 short blasts
Get patrons attention
Get other lifeguards attention
EMERGENCY (get backboard)
Call 911 Activate EAP!
 1 long blast
Lifeguard is leaving post for a
save / Alert other LG’s to provide
back up zone and additional help
if coverage is needed.
 1 long simultaneous blast
Adult Swim/ safety break
PAY DAY
 Payroll Dates – page 16 in your handbook
 Always 1 week behind
 Paid for training on first check June 10
 Pay Discrepancies


Must go to www.swimsafepool.com and submit correct form if
you forgot to clock in or out
If total hours seem off, email bridgetswimsafepool.com with
exact dates and times you worked.
HOW TO CLOCK IN/OUT
513-755-0800
 Computer will answer: “Enter Employee Pin”
 If asked, Enter Job Pin:
 Enter Activity Code: