For Site Managers & Leadership Team
Why Oversight Matters #
At Adventure Camps, children deserve the very best version of our staff every single day. Staff don’t just deliver activities — they deliver experiences. As Site Manager, you are responsible for ensuring staff behaviour, energy, and wellbeing are consistently high.
Michael Brandwein teaches that “what gets monitored gets done.” Staff perform better when they know their leaders are present, engaged, and supportive. Oversight is not about policing — it’s about coaching, encouraging, and setting the tone.
The Site Manager’s Role #
As Site Manager, your responsibilities include:
- Modelling Excellence
- Set the standard by how you greet parents, engage with children, and interact with staff.
- Remember: staff copy leadership tone. If you are upbeat, focused, and professional, they will be too.
- Observing in Action
- Spend time in the zones, not just in the office.
- Watch staff deliver activities, manage transitions, and engage with children.
- Take notes on specific behaviours (both positive and needing improvement).
- Giving Immediate Feedback
- Praise specific actions in the moment: “I loved the way you praised effort in that dodgeball game — that keeps kids motivated.”
- Address small corrections quietly, quickly, and respectfully: “Just remember to do a headcount before moving — let’s reset.”
- Monitoring Wellbeing
- Check in daily with staff (“How are you doing today?”).
- Look for signs of fatigue, stress, or disengagement.
- Rotate duties if someone is burning out.
Handling Issues with Staff Behaviour #
Step 1: Spot the Issue Early #
- Watch for repeated lateness, lack of enthusiasm, ignoring safety, or unprofessional interactions.
- Address it before it grows — small course-corrections prevent bigger problems.
Step 2: Address Privately & Respectfully #
- Never call out a staff member harshly in front of children or peers.
- Use the “Praise, Redirect, Support” model:
- Praise: Acknowledge something they’re doing well.
- Redirect: State clearly what needs to change.
- Support: Offer a tip, resource, or follow-up.
Example:
“You’re great at engaging the energetic kids. I did notice quieter ones are being left out. Next round, give them leadership roles — I’ll check back in later.”
Step 3: Escalate if Needed #
- First instance → coaching conversation.
- Repeated issue → formal note with Site Manager and Zone Leader.
- Serious breach (safeguarding, aggression, neglect of safety) → immediate removal from duty and escalation to Head Office.
Step 4: Document #
- Keep written records of incidents, coaching conversations, and actions taken.
- Transparency protects both staff and management.
Creating a Positive Environment #
1. Catch Them Doing Things Right #
- Make a habit of recognising and praising good conduct.
- Shout-outs in staff briefings for creativity, kindness, and professionalism.
2. Build Team Culture #
- Daily briefings include positive stories as well as logistics.
- Encourage peer-to-peer praise — staff noticing each other’s strengths builds morale.
3. Normalise Feedback #
- Brandwein’s principle: feedback should feel natural, not rare.
- If staff expect observations and input daily, it becomes coaching, not criticism.
4. Wellbeing First #
- Provide regular breaks.
- Encourage hydration, rest, and positive social time in the staff area.
- Check-in with struggling staff before it becomes burnout.
5. The Disney Principle #
- At Disney, every cast member is “on stage.” Our staff are too.
- Remind them: even when tired, frustrated, or off their game, they must deliver magic for the children.
- Create an environment where staff know you have their back — so they can give 100% on stage.
Common Mistakes for Managers to Avoid #
- Only noticing staff when they do something wrong.
- Ignoring staff wellbeing until it becomes a crisis.
- Giving vague feedback (“Be better with behaviour”) instead of specific actions.
- Creating fear instead of motivation — staff thrive on coaching, not criticism.
Example Scenarios #
Scenario 1: Staff Low Energy in Session
Wrong: Ignore it.
Right: Pull them aside after session: “I noticed energy dipped today. Tomorrow, try a quick energiser game before you start — I’ll check in to see how it goes.”
Scenario 2: Staff Late Multiple Times
Wrong: Let it slide until parents notice.
Right: Quietly address: “Punctuality is vital — children need consistency. Let’s plan how you’ll ensure you’re here 15 minutes early.”
Scenario 3: Excellent Staff Engagement
Right: Recognise in the moment: “I saw how you included every child in the drama game — that’s exactly the kind of magic we want here.”
Quick Tip 💡 #
Think like a coach, not a critic. Oversight is about lifting staff up so they can deliver magic, not just policing mistakes.
