Roadmap and Details
- Training is five sessions including a combination of online courses as homework, in-person training and two assessments.
- Directions, Trainee materials and prerequisite is listed under each session.
- Full training outline is below.
Username by location for Training Portal:
- Phoenix = FDPhx
- Peoria = FDP
- Riverview = FDRV
- Goodyear = FDGY
Password: Swim1234
Session 1
Trainer & Site Responsibilities
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:
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.
Session 2
Trainer & Site Responsibilities
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.
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.
Session 3
Trainer & Site Responsibilities
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.
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.
Session 4
Trainer & Site Responsibilities
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.
Assessment Part 1: Reviews Session 2-4
General Manager Responsibilities
Purpose: To confirm Trainee has successfully completed training and is ready to move on to Session 5.
General Manager: Will schedule the Trainee an in-person assessment session with a team member that has successfully completed Session 1-4 training.
Assessment Duration: Approx. 60 minutes.
Nest Step: Notify your General Manager of the Trainees outcome to determine if more review is needed or if the GM will be assigned the next training.
Session 5
Trainer & Site Responsibilities
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.
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!
Assessment Part 2: Reviews Session 5
Gabrielle Responsibilities
Purpose: To confirm Trainee has successfully completed training and is ready to be on their own.
General Manager: Will schedule the Trainee an in-person assessment session with a team member that has successfully completed Session 5 training.
Assessment Duration: Approx. 60 minutes.
Next Steps: Notify your General Manager of the Trainees outcome to determine if more review is needed or they will be assigned shifts.
Front Desk Training Outline
Trainee will be provided a training schedule to follow. Please do not complete homework courses in advance of what you have been scheduled. Doc Outline
SESSION 1
TalentLMS: Homework to be completed prior to in-person training.
- Being A Bracelets Team Member
- iCP Level 1: Customer Portal & Admin/Office Portal Basics
Session 1: In-Person Training
Day:
Time:
Location:
SESSION 2
TalentLMS: Homework to be completed prior to in-person training.
- iCP Level 2: Part 1 - Family & Student Page
- iCP Level 2: Part 2 - Calendar & Enrolling
Session 2: In-Person Training
Day:
Time:
Location:
SESSION 3
TalentLMS: Homework to be completed prior to in-person training.
- iCP Level 2: Part 3 - Ledgers
- iCP Level 2: Part 4 - Reports
Session 3: In-Person Training
Day:
Time:
Location:
SESSION 4
TalentLMS: None
Session 4: In-Person Training
Day:
Time:
Location:
SESSION 5
TalentLMS: Homework to be completed prior to in-person training.
- iCP Level 3: Part 1 - Family & Student Page
- iCP Level 3: Part 2 - Calendar & Enrolling
- iCP Level 3: Part 3 - Ledgers
Session 5: In-Person Training
Day:
Time:
Location:
GENERAL MANAGER ASSESSMENT: SESSION 1-4
Day:
Time:
Location:
Once this assessment is passed iCP Level 3 training will be assigned.
GENERAL MANAGER ASSESSMENT: SESSION 5
Day:
Time:
Location:
Once this assessment is passed you will be fully trained for Front Desk!