WHAT WE HAVE LEARNT FROM
Operating aquatic centres across Queensland
We operate aquatic facilities. Built for communities.
40+ venues | 1200+ employees | 2.9M+ visits | 25+ years of experience
From safety and operations to customer experience, aquatic education and community programs, City Venue Management provides the specialist expertise required to operate modern public aquatic facilities.
Our experience:
Our experience has reinforced a simple belief: the best aquatic centres are the ones that put people at the centre of everything they do.
Local knowledge creates connection. Safety creates trust. Great people create welcoming experiences. Participation creates thriving facilities. And listening creates opportunities to continually improve.
As we continue to operate and grow our network of aquatic and leisure facilities, these lessons remain at the heart of how we work.
Managing an aquatic centre is not just about operating a facility. It is about helping create a place where communities can swim, move, connect and thrive.
Our people:
Great facilities start with great people.
Behind every great aquatic centre are the people who bring it to life.
At City Venue Management (CVM), our people are lifeguards, swim teachers, coaches, customer service teams, facility managers, health and fitness professionals, operations specialists and leaders — all working together to create places where communities can swim, move, learn and connect.
Through operating aquatic, leisure and recreation facilities across Queensland, we have learned that great facilities are about much more than pools, programs and buildings. They are about people.
Our teams welcome families through the doors, teach children skills for life, keep watch over the water, support local clubs and schools, deliver programs and build relationships with the communities they serve.
That experience has shaped five principles that guide our people every day.
01. Safety comes before everything.
Safety isn’t simply a policy or procedure. It’s a standard our people put into practice every day through their training, decisions and actions.
02. Local knowledge matters.
Every facility and community is different. Our people listen, learn and build local relationships to understand what matters to the communities they serve.
03. Great people create great facilities.
We invest in training, development and leadership because capable, supported and engaged people create better experiences for our customers and communities.
04. Participation matters.
We want our facilities to be places people use, enjoy and return to, whether they are learning to swim, training, getting active, competing or simply spending time together.
05. Listening leads to action.
Our people are closest to our customers and communities. We listen to their feedback, ideas and experiences and use those insights to continually improve.
Our experience and operational systems give our teams the tools to do their jobs well. But it is their capability, care and connection to the community that make our facilities what they are.
Our Standards:
At City Venue Management, safety is fundamental to how we operate. Across our aquatic and recreation facilities, we create environments where children, families, swimmers, athletes, staff and communities can participate with confidence.
Our approach combines high standards, skilled people, strong governance, independent assessment and continuous improvement.
Our Safety Philosophy
Safety is a practice, not a position. It is built into the way our facilities open, operate and close every day — supported by clear procedures, regular assessment and a culture where every team member has a role to play.
Lifeguarding
Professional lifeguarding is at the heart of aquatic safety. Our lifeguards are trained in active supervision, surveillance, communication and emergency response, supported by regular training and competency assessment.
Child Safeguarding
We are committed to creating environments where children and young people feel safe, respected and supported. Child safeguarding is embedded across our recruitment, training, policies, procedures and staff conduct.
Water Quality
Safe aquatic environments start with water quality. Our teams undertake regular testing, monitoring and treatment, supported by established operating procedures and plant management systems.
Training & Competency
Standards are only as strong as the people delivering them. We invest in role-specific qualifications, inductions, practical training, competency assessments, refresher training and ongoing professional development.
Independent Assessment & Platinum Pools
We believe strong standards should be independently tested. External assessment and industry benchmarking provide additional assurance and help identify opportunities to improve. Our Platinum Pool recognitions reflect facilities assessed against some of the highest aquatic safety and operational standards in Australia.
Continuous Improvement
Safety never stands still. We use audits, assessments, operational data, technology, team insights and customer feedback to continually strengthen our systems and standards.
Beyond the Pool
Our commitment extends beyond aquatic safety. Our broader standards encompass water safety, child safeguarding, governance, customer feedback, inclusion and accessibility, employment practices and sustainability — all contributing to responsibly managed community facilities.
Our Partners.
Council + Operator + Community
How Public Aquatic Centres Work
Great public aquatic centres are built on strong partnerships between Council, the operator and the community — combining public ownership and accountability with specialist operational expertise and local knowledge.
Council continues to own the facility and sets the strategic direction and expectations for how the community asset should serve its residents. The operator brings this to life every day through safe, welcoming and well-managed facilities, people, programs and customer experiences.
At City Venue Management (CVM), our role spans aquatic safety, staffing, facility operations, learn-to-swim, health and fitness, events and community participation.
Just as important is the community. Customers, families, clubs, schools and community groups help shape what makes each facility unique. There is no one-size-fits-all approach.
Our role is to listen, learn and work alongside Councils and communities — understanding local priorities, supporting participation and continually improving the experience.
The facility remains a public community asset, with CVM operating within Council’s requirements, standards and agreed outcomes.
When strong public governance, specialist expertise and local knowledge come together, aquatic centres become more than places to swim — they become community assets that create lasting value for the people they serve.
