Robert Cassie

This position has given me many opportunities to develop my ability as a manager while looking after a 40 million dollar facility with over 600,000 customers a year. The facility has 6 different pools, 3 spas, 2 saunas and a gym

Duties as Duty Manager include:

• Managing a team of 12 Lifeguard direct reports, with responsibility for up to 32 different staff on a day to day basis
• Managerial responsibility for direct reports including recruitment, timesheets, leave and change of permanent shifts, rosters, newsletters, performance reviews and performance management - at fully staffed having 60 staff under operations to manage.
• Upkeep of staffs training to proficient level and organising of courses/first aid renewal
• Health & safety rep, including creation of 2023 Hazard Registry list for the facility, a new health and safety log, to enable visibility of all issues, renewal of chemical register.
• Maintenance upkeep and logging of the whole facility
• Plant room upkeep and logging
• Use of dangerous chemicals
• Minor asset management and budgeting
• Running/lead person for emergency evacuations
• Managing the set up and set down of the pool for many different kinds of events - including National Age Group Swimming, New Zealand underwater hockey association, New Zealand water polo association and many more
• Administering first aid regularly
• Shift reports, Incident reporting/risk management and H&S auditing
• Looking after staff, stakeholders, contractors and customers wellbeing
• Covering Reception
• Use of Excel, Word, Outlook, Teams, Google/Microsoft Forms and other internal software's
• Creation and renewal of polices and procedures for our SOP's/NOP's
• Controlling heavy machinery

This role has required me to constantly think on my feet and problem solve

Being in these positions during multiple heights of COVID also posed many extra challenges including:

- Regular complaints and confrontations from customers

- A higher upkeep of the facility cleanliness and presentation

- Being short staffed due to sickness

- Working extra hours

Dec 21 - Jan22: Acting Duty Manager

Late August 21: Asst Duty Manager

July 2021: Acting ‘‘Facility In Charge’. I performed this role from early July to late August while my Duty Manager had to backfill the Duty manager role at another pool/Facility.

June 2021: Promoted to Asst Duty Manager. This role entailed work closely with customers and contractors looking after their wellbeing and ensuring their safety. I have always prided myself around my ability to be able to look after the facility making sure it is always in top presentation, while also keeping the staff safety and wellbeing a top priority. By doing this we have then been able to ensure that the customers to WRAC have a positive and enjoyable experience.

March 2021: Full time lifeguard at WRAC

• Trained new employees in how to help operate the pool and look after the customers in the facility
• Learned and maintained proficiency in the use of oxygen and putting in a oropharyngeal/OPA (First aid level 3)

• Monitored safety of guests in and around swimming pools.
• Learned and maintained proficiency in first responder skills such as First Aid, CPR and defibrillator/AED to offer individuals in distress optimal support. (First aid level 2)
• Maximized customer satisfaction by greeting pool patrons with courtesy and resolving issues promptly.
• Attentively monitored swimmers to identify distress.
• Checked pool and surrounding areas for hazardous conditions.
• Checked water readings regularly to keep chemicals at safe levels and avoid potential illnesses among patrons.

Skills included:

• Kept server areas clean and stocked to increase efficiency while working tables.
• Maintained customer satisfaction by clarifying questions about orders and specialty items.
• Used cash registers and credit card machines to cash out customers.
• Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.