FRONT DESK TRAINING

Message to Trainer:  Your job today is to cover the items on the Bracelets Training Session sheet. Anything not covered in real life during the shift, please create a simulated one for practice.

Print prior to shift:

• Bracelets Training

• Check-in Procedure Refresher

Trainee prerequisite TalentLMS Courses:

• • • Bracelets Course

    • iCP Level 1

Incomplete? If they have not completed the Talent Courses alert your Site. The Site will either (1) send trainee home to complete prerequisite homework or (2) they can complete training on location if a computer is available away from the front desk. Notify HR to schedule another training shift.

🧠 Have the trainee log into TalentLMS and show you their completed courses

Message to Trainer:  Your job today is to shadow the trainee. Help & guide them if they get stuck but do not share in front desk responsibilities like checking swimmers in. This is their opportunity to learn time management. 

Print prior to shift:  Front Desk Training Session 2-4

Trainee prerequisite TalentLMS Courses: 

• iCP Level 2: Part 1 - Family & Student Page

• iCP Level 2: Part 2 - Calendar & Enrolling

Incomplete? If they have not completed the Talent Courses alert your Site. The Site will either (1) send trainee home to complete prerequisite homework or (2) they can complete training on location if a computer is available away from the front desk. Notify HR to schedule another training shift. 

🧠 Have the trainee log into TalentLMS and show you their completed courses

Topic Index:  We are training in bite size pieces. Do not teach skills that are not on the Topic Index. Help the trainee use & record skills they have either performed or discussed. If something is not covered in a live situation please create a simulated one for the trainee to practice. The goal is to have the trainee understand the how, why and when of each skill. 

The Hubbard Way:  Show trainee The Hubbard Way on the Binder. This is a short list of a few of the most important topics to cover. If you finish the provided list, search “The Hubbard Way” on the Binder for the full list of topics and keep discussing!

Reflection Sheet:  At the end of each shift, the trainee will check out with you. Complete their Reflection Sheet. Then have the Site sign off on completion. 

Message to Trainer:  Your job today is to shadow the trainee. Help & guide them if they get stuck but do not share in front desk responsibilities like checking swimmers in. This is their opportunity to learn time management. 

Prerequisite TalentLMS Courses: 

• iCP Level 2: Part 3 - Ledgers

• iCP Level 2: Part 4 - Reports Page

Incomplete? If they have not completed the Talent Courses alert your Site. The Site will either (1) send trainee home to complete prerequisite homework or (2) they can complete training on location if a computer is available away from the front desk. Notify HR to schedule another training shift. 

🧠 Have the trainee log into TalentLMS and show you their completed courses

Topic Index:  It is the Trainees first day using their ledger knowledge. Be watching carefully and ready to help when questions come up. Do not teach skills that are not on the Topic Index. Help the trainee use & record skills they have either performed or discussed. If something is not covered in a live situation please create a simulated one for the trainee to practice. The goal is to have the trainee understand the how, why and when of each skill. 

The Hubbard Way: Show trainee The Hubbard Way on the Binder. This is a short list of a few of the most important topics to cover. If you finish the provided list, search “The Hubbard Way” on the Binder for the full list of topics and keep discussing!

Reflection Sheet: At the end of each shift, the trainee will check out with you. Complete their Reflection Sheet. Then have the Site sign off on completion. 

Message to Trainer: The Trainee will be 100% on their own (within the scope of what is trained).  

Topic Index:  It is the Trainees first day using their ledger knowledge. Be watching carefully and ready to help when questions come up. Do not teach skills that are not on the Topic Index. Help the trainee use & record skills they have either performed or discussed. If something is not covered in a live situation please create a simulated one for the trainee to practice. The goal is to have the trainee understand the how, why and when of each skill. 

The Hubbard Way: Show trainee The Hubbard Way on the Binder. This is a short list of a few of the most important topics to cover. If you finish the provided list, search “The Hubbard Way” on the Binder for the full list of topics and keep discussing!

Reflection Sheet: At the end of each shift, the trainee will check out with you. Complete their Reflection Sheet. Then have the Site sign off on completion. 

Front Desk Assessment Part 1

Duration: Approx. 60 minutes.

Purpose: To confirm Trainee has successfully completed training and is ready to move on to Session 5.

Scheduled By: The General Manager will schedule the Trainee an in-person assessment session.

Outcome & Next Step: The General Manager reviews the assessment outcome and determines whether the trainee requires additional review or is approved to move forward and be assigned the next training session.

Message to Trainer:  Your job today is to shadow the trainee. Help & guide them only.

Print prior to shift:  Front Desk Training Session 5  

Prerequisite TalentLMS Courses: 

• iCP Level 3: Part 1 - Family & Student Page

• iCP Level 3: Part 2 - Calendar & Enrolling

• iCP Level 3: Part 3 - Ledgers

Incomplete? If they have not completed the Talent Courses alert your Site. The Site will either (1) send trainee home to complete prerequisite homework or (2) they can complete training on location if a computer is available away from the front desk. Notify your GM to schedule another training shift. 

🧠 Have the trainee log into TalentLMS and show you their completed courses

Topic Index:  Do not teach skills that are not on the Topic Index. Help the trainee use & record skills they have either performed or discussed. If something is not covered in a live situation please create a simulated one for the trainee to practice. The goal is to have the trainee understand the how, why and when of each skill. 

The Hubbard Way:  Use The Hubbard Way on the Binder. This is a short list of a few of the most important topics to cover. If you finish the provided list, search “The Hubbard Way” on the Binder for the full list of topics and keep discussing!

Front Desk Assessment Part 2

Duration: Approx. 60-75 minutes.

Purpose: To confirm the trainee has successfully completed training and is ready to work independently.

Scheduled By: 

• New employee: HR will schedule the assessment to meet with the iCP Expert (GabrielleP@hubbardswim.com). 

• Current employee: The GM will include the iCP Expert (GabrielleP@hubbardswim.com) on the trainee's email schedule to allow the iCP Expert to schedule a time.

Outcome & Next Step: The General Manager will be notified of the details of the assessment outcome and will determine whether the trainee requires additional review or is approved to move forward and be assigned the next training session.