Frontline Manager Training (2026)

Frontline Manager Training is a unique webinar designed to enhance training for frontline managers and leaders. Perfect as a supplement to your annual training or seasonal onboarding, this webinar focuses on skills needed by on-deck managers to help them lead successfully while ensuring safety and creating an environment that aids in lifeguard retention.

NOTE: We encourage you to watch this presentation with your team. Please note that you will only be able to watch each portion one time, so please plan accordingly!

​Content Includes: 

WOW Factor: Techniques to Motivate Your Team to Provide Exceptional Guest Service with Kelly Martinez

Guest services have been priority at all aquatic facilities; however, do you walk the talk?  This presentation will focus on providing participants with an understanding and implementation of the WOW Factor.  It will also examine exceptional guest services, motivating team through incentive programs and how to achieve buy-in at all levels.

At the end of the session, participants will: 

• Evaluate their team's priority of providing exceptional guest services to every person who comes through their door. 
• Discuss methods o motivation using incentives and positive recognition whenever an employee goes over and beyond. 
• Explore concepts of balancing authority and rule enforcement without negatively impacting the guest's experience. 
• Explore the "Peak End Theory". 

Aquatic Risk Management: What Would You Do? with Kirsten Barnes

Strong aquatic safety programs are built through everyday decisions, not just emergency response plans. In this interactive session, frontline aquatic leaders will explore real-world risk management through practical “What Would You Do?” scenarios focused on staff performance, facility hazards, guest behavior, and operational decision-making. Participants will learn how to identify risks, control hazards within their influence, and strengthen the layers of protection that help prevent incidents before they occur. Walk away with actionable strategies to improve accountability, elevate safety awareness, and build a stronger culture of risk management at your facility.

At the end of the session, participants will: 

• Identify common aquatic facility hazards and distinguish between risks that can be controlled versus risks that must be mitigated through operational practices.
• Analyze real-world aquatic scenarios to determine appropriate responses that improve safety, reduce risk, and strengthen frontline decision-making.
• Apply practical strategies for supervision, staff accountability, and facility safety to enhance daily aquatic risk management operations.

Respected as a Supervisor, Not an Equal with Juliene Hefter

What is your leadership style? How do you earn the respect of your employees? This session will enhance your ability to supervise your staff in a caring and effective manner and will teach you what is needed to be respected by your staff. This session also covers the transition from equal to supervisor and what changes are needed to make the transition.

About the Presenters: 

Kelly Martinez has been presenting nationally and internationally for over 18 years, challenging the status quo, and questioning practices that are based on “this is how it has always been done.”  This mindset led her to audit everything and then strive to plug the holes.  After conducting hundreds of non-traditional audits, she now enjoys sharing what she has learned to help eliminate drownings in lifeguarded facilities and improving the way the aquatic industry teaches children how to swim. Kelly is also the co-founder of the website, Lifeguards Love You Tube which is a video library and resource for aquatic professionals to supplement lifeguard training. Kelly Martinez has been an Aquatic Professional since 1992.  For the past 16 years, she has been an Aquatic Recreation Coordinator III for the City of Phoenix, Arizona co-supervising 23 pool facilities and over 500 part-time aquatic staff.

Kirsten Barnes is Missouri born and raised and lives with her family in the mountains of Colorado. As a graduate of the Missouri State University Recreation & Leisure Studies program, Kirsten's career in recreation has included overseeing programs serving a variety of populations including aquatics, youth sports leagues, summer camps, senior programming, ice arenas, golf courses, and special events. Kirsten also oversaw lifeguard management at 24 aquatic facilities and water parks with a private management company before taking the reins at a private fitness and wellness center serving over 17,000 members, supervising more than 220 employees, and overseeing a budget of almost $10 million in annual revenues. She was named a 2026 Aquatics International Power Issue Nominee and now works supporting the Aquatic industry in her role as Assistant Director of the Association of Aquatic Professionals.

Juliene Hefter Juliene Hefter is the Executive Director/CEO of the Association of Aquatic Professionals and a nationally recognized leader in the aquatics industry. Her career honors include the Wisconsin Park & Recreation Association’s Professional Award of Merit, Recreation Professional of the Year, Aquatic Professional of the Year, and the Public Policy Innovation Award. She was named one of Aquatics International’s “Top 25 in Aquatics” and later recognized as a Top 10 Aquatic Advocate. In 2017, she received the International Swimming Hall of Fame’s Paragon Award. Juliene is a sought-after speaker, consultant, and expert witness specializing in aquatic operations, leadership, risk management, training, and organizational development. She also contributed to several major industry programs and is a founder of AOAP.