Expectations for Instructors and Lifeguards

What you can find on this page: 1. Three-Strike Rule 2. How to Avoid Strikes 3. Cancelling or No-showing 4. Expectations While On Duty 5.  Proper Attire

1. Three-Strike Rule

Before we jump in, let’s define some of the terminology you will need to know:

Booking: A single lesson or gig that you have with a client, e.g. You have a booking with Client David on May 3rd, 2019 at 11:30 for a half-hour.

Order: Single or multiple bookings that a client requests at the same time, e.g. Client Martha made an order for three bookings with you for the month of February.

Rejection: When you decline a booking or order.

Time-out:When you fail to respond to a booking or order within 24 hours.

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Now that we’re on the same page, here is the Three-Strike Rule:

When you reject or time-out on an order, that counts as one strike.

For example, if Client Sally requested an order with 5 bookings, you will need to accept at least one booking. You will receive a strike if you decline or time-out on all 5 bookings in this order. 

In the above scenario, what if I only only decline or time-out on 3 of the 5 bookings?  This will not count toward your strikes, as long as you accept at least one of the 5 bookings. However, this will bring down your customer-facing acceptance rate and rankings on the site. 

Each time you reject or time-out, that’s one client that expressed interest in you as an instructor or lifeguard and is left disappointed. That’s also potential income that you just missed out on. You are notified of every booking request via multiple text messages and emails within a 24-hour window. If you are not receiving these messages, let us know immediately.

What happens after three strikes? Our talent team will reach out to help you figure out any issues you may have been encountering. However, if the behavior continues, you will be blocked from the instructor portal and terminated from AquaMobile.

2. How to Avoid Strikes

What’s simpler than the 3-Strike Rule? Avoiding strikes. Follow these tips and you’ll not only avoid strikes, but your rankings and customer-facing acceptance rate will go up.

1. Accept each request immediately. If you are not receiving texts or emails with your booking requests, let us know.

What if the date and time for the booking doesn’t work for you anymore? Accept the booking, which will allow you to chat with the client. This is a great opportunity to negotiate a better time that works for you both. More often than not, clients are flexible and happy to reschedule. If you reschedule your lesson, let us know so we can make the changes in the system so you get paid.

2. Update your availability regularly. This ensures you won't get booked on days you're not available.
3. Make sure your Travel Zone is accurate. This is at the bottom of your profile. Type in your current location zip code and travel radius.

You can update your availability and service area at anytime, thus it is your responsibility to keep them updated and accept each booking request made to you.

3. Cancelling or No-showing

Cancelling Lessons Last Minute: (Please note, this does not include weather-related reschedules.): Instructors are not permitted to cancel lessons with less than 1 week’s notice. Only in cases where both the instructor AND client agree to reschedule will this be acceptable. Not Showing Up For Lessons: Instructor no-shows are absolutely not tolerated. Once you have committed to a booking, you are required to fulfill that commitment. You will only have 1 warning for any no-show (excused or not) before being removed from the system.

4. Expectations While On Duty

Excessive tardiness or missed lessons will result in contract termination with AquaMobile. Always act in a professional, friendly and courteous manner with parents, students, fellow staff and supervisors. Be prepared to give parents a quick update after each lesson of the progress made; provide suggestions for practice outside of lesson time. Refrain from smoking while on duty for AquaMobile. The smell can linger and be offensive or irritating to parents and students. Social Media: Be aware that parents may look up their child’s instructor on Facebook/Twitter/Google. Set your privacy settings accordingly and use discretion with your posts. Customer Feedback: We regularly reach out to customers to get feedback on how the lessons are going and any issues that have arisen. Customers also contact us on a regular basis.

5. Proper Attire

The following is the dress code for swim instructors and lifeguards: Plain white shirt, or AquaMobile lifeguarding tank top. You can purchase AquaMobile Branded Shirts here! Must not have logo from any other swim school or community pool. Female instructors: One piece swimsuit or two piece sports swimsuit. No bikinis. Male instructors: Board shorts style swimwear. No racing Speedo's. No visible tattoos or piercings; must be covered. Instructors with hair that is shoulder length or longer: wear hair tied back in a ponytail or bun.  

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