Funworld October 2010

by Marion  Hixon

Lifeguards are the eyes and ears of a waterpark. They are the smiling face a rider sees before plunging down a speed slide; the authoritative figure from whom a parent will seek information; and the all-important safety expert keeping a keen eye on guest behavior and potential hazards.

So who better to ask for perspective on different aspects of lifeguarding than the lifeguards and supervisors themselves? Guards from four parks tell FUNWORLD what they like best about their jobs, and what suggestions they have for the industry’s future.

GETTING DOWN TO BUSINESS
Training

What were your favorite parts about the lifeguard training process, and which techniques helped you fully process the information?

Adam Feisst: The training for Chaos Water Park was intense but management made sure we all had fun. My favorite training days were those when we would perform pool-wide scenario drills. Eight to 10 lifeguards played “on-duty” roles, while the rest of the staff acted as patrons enjoying the park. It was great to combine work and play as we switched roles throughout the day and it really prepared me for the park’s opening.

Emily Kjelstad (general manager of Chaos Water Park): We held more of those training scenarios this spring and summer and added another lifeguard trainer who will run scenarios at in-service sessions (scenario-based training that takes place during work hours).

Jorge Romeo Rodas Rubio: Training in a group was most beneficial to our lifeguards because we could help each other out in different situations. Videos were very helpful during our training, but it also helped that we moved throughout the park when discussing specific areas and scenarios.

Logan Davis: My favorite part of the training process is the CPR portion. Lifeguards must communicate with each other during the exercise, and it helps us become comfortable working together.

Stephanie Russo: I’m a very hands-on learner, and I liked that Six Flags actually conducts its standard operating procedures in the park as well as having a day of on-the-job training. It would benefit the employees most to begin doing in-services before the season actually begins.

Shifts and Schedules
What rotations and lifeguard positions make you most effective in your job?

Davis: Rotating positions every 30 minutes keeps me prepared, trained, and attentive, and it keeps my day interesting. For example, I may move from guarding the top of “Bonzai Pipeline” to a scanning position on “Paradise River”; these require different skills.

Feisst: We rotate between eight stations and a break. Each rotation lasts 15 minutes, and the constant rotations keep us alert and give us different duties.

Laura Lamond: Since our company is family oriented, they allow employees to attend summer school, continue sports throughout the summer, and go on family vacations as long as the appropriate steps are taken to request that time off. This is one of the aspects that drew me to this company because the first summer I was hired I also had planned a two-week vacation.

Do you need reminders about when you’re scheduled to work?
Feisst: Our entire scheduling system is online (www.whentowork.com) and does consist of e-mail reminders. It is a wonderful system and provides much flexibility in scheduling. Everyone likes it, and it really helps the lifeguard team be on time and ready to go. (Note: Kjelstad at Chaos Water Park also recommends the online tool and says it enables management to keep track of everyone’s schedule, send personal e-mails, group e-mails, and text reminders.)

Russo: I write down reminders on a calendar, but it’s also helpful to get e-mail reminders.

Davis: We receive our schedules a few weeks in advance, which helps us prepare for our workweek and days off. Our schedules are posted in the lifeguard break area, but I also input my schedule into my cell phone. Then, when I’m away from work, I can check my cell phone for my schedule if I need a reminder.

Rubio: The best way for me to get reminders about my schedule is an in-person, oral confirmation. That way the employee can agree with the supervisor and pose any questions from the beginning.

Safety
What is one of the most important safety lessons you’ve learned while working as a guard?
Lamond: Protect yourself first! When rescuing a guest in distress think ahead and make sure you do not get into a situation where you need to be rescued, too.

Russo: It’s vital to make sure every team member is rescue ready. Everyone should know what to do if and when an incident happens, because we rely on each other. It’s also very important to complete all inspection duties and checklists. We need to make sure that our attractions are ready for our guests.

Feisst: You must treat each emergency with the same top level quality of work, no matter its severity—whether a guest hits his or her head on a slide or is rescued from the water.

Davis: Lifeguards need to drink plenty of water throughout the day to stay hydrated, alert, and prepared. It sounds simple, but drinking water keeps you ready and attentive.

FUN & GAMES

Employee Social Events

What’s the key to fun after-hours social events for lifeguards and staffers?
Davis: The management team leaders at Splash Island schedule cookouts and waterslide parties for lifeguards as a way to relax and get to know one another. I particularly enjoy the off-site events scheduled for us—like volleyball games or bowling parties—because they give us a chance to enjoy time together away from the park. Scheduling an event can be tricky—before work is too early and lifeguards are often too tired after work to enjoy a social event. The ideal time for a staff event is before or after the peak season, when the park is not open daily.

Russo: At the end of our season we hold “Aquafest,” a week of activities for our team members created by the aquatics management team. There’s trivia, a dive-in movie in our wave pool, hat day, a scavenger hunt, beach volleyball, and more. At the end of the week, we celebrate with a banquet and awards.

Feisst: Staff events are always incredibly fun, despite employees’ age differences. The waterpark organizes employee appreciation parties for the entire resort. In total we have nearly 300 employees who bring their friends and family, and the events include free food and play at the waterpark and Action City, a family entertainment center in the resort.

Lamond: We’ve rented out a facility for dances, gone to local skating rinks, barbequed after hours with the attractions still operating, and organized volleyball teams and tournaments throughout the season. Even without social events, employers should still organize incentive programs to reward their employees for their hard work and motivation. In the past, we’ve given away lunch tickets, held weekly drawings, offered incentives like private body board or surf lessons, and celebrated staff birthdays.

Craig Wells: Social events and team building work hand in hand to increase our team member morale, which in turn increases our guest experience scores.

Rubio: Different service departments of our park, like the lifeguards and kitchen staff, have played volleyball and soccer championships against each other. And a good incentive or reward for employees of the month would be a free stay in one of the resort’s hotels.

Break Rooms
What do you need and want out of your break area, and what new additions do you suggest?
Davis: Our employee break area is in close proximity to Splash Island so we don’t have to travel far and use a lot of our break time getting there. It is air conditioned, which is essential, and we have access to a refrigerator, microwave, and lockers. It would be great to see a television in our break area so we can take our mind off work for a few minutes.

Russo: We have designated areas throughout the waterpark where lifeguards can eat, but they are small and not far out of guest view. When I’m on break, I simply like being away from guest view and being able to sit, eat, and socialize with my coworkers.

Feisst: Right now we have a large area with chairs, lockers, and a microwave. But it would be nice to have private changing areas for the lifeguards, a TV, and especially a refrigerator. Overall, it’s a great place to relax and be close to management.

Lamond: I have had the privilege of working at facilities where the break room is away from the public and in a quieter location. Having options for both indoor and shaded, outdoor areas are nice, too. Our break rooms have vending machines at a discounted rate for employees only.

Social Networking
Does it make a difference to you if your attraction has a blog, Facebook page, Twitter account, or other online forums?
Rubio: Many foreign guests and visitors from different areas of Guatemala with whom I’ve spoken told me they heard of the park through the Internet. I would love to get more information through social networking sites to share with guests who request it—especially news about renovations and new projects at the park.

Davis: Splash Island has social networking options for our guests, but nothing yet for employees. It would be beneficial— especially for lifeguards—to have a blog, Facebook, or Twitter page to communicate with each other outside of work and get to know each other on a personal level to strengthen work relationships.

Feisst: I belong to Facebook as does most of the staff. The Metropolis Resort has a Facebook page, and it’s a great way to advertise the business, gain information, and it also gives me pride in my place of employment. We put up pictures, communicate with patrons, and gather here to share news.