Ruby Newell-Legner’s journey in the aquatics industry spans decades of swimming, coaching, management, and professional speaking. In the early days, she spent hours at the pool as a competitive swimmer and a swimming coach, but her contributions to aquatics extend far beyond the pool deck.
From mentoring young professionals to training industry leaders, Newell-Legner has left an indelible mark on the aquatics world.
From swimmer to speaker
Newell-Legner’s love for aquatics began with her experience as a competitive swimmer and grew as she coached others. Like many professionals in the industry, she worked in various roles, from teaching swim lessons to pool management.
Her career took an unexpected turn when she was diagnosed with a severe allergic reaction to pool environments. After years of sinus issues, doctors advised her to leave the swimming pool setting entirely.
“They said if I wanted to get well, I needed to get out of the pool environment,” she says.
She made the decision to transition into recreation facility management. Although she did well, Newell-Legner felt that something was missing. She missed the ability to coach and motivate people.
Her quest to motivate outside of the pool deck led her to pursue formal training in public speaking and management. She eventually became a professional speaker specializing in fan experience, as president of her consulting and training company, 7 Star Service in Littleton, Colo.
Over the past 30 years, she has delivered more than 4,000 presentations in 26 countries, sharing her insights on leadership, customer service, and team development. For her work, Newell-Legner has won numerous awards, a few of which include the prestigious Cavett Award from the National Speakers Association in 2022, the Top 30 Global Gurus in Customer Service (2019–2021), and an Excellence in Aquatics Award in 1993.
Maintaining the aquatics connection
The decision to leave the pool environment didn’t diminish Newell-Legner’s commitment to the aquatics industry and its professionals. Instead, it transformed her approach, spurring her to fill gaps in the instruction that had been available.
She began providing training sessions for aquatics professionals, focusing on areas such as customer service, leadership, and employee management. When she worked as a facility manager, she felt like she kept getting promoted above her abilities. “I never wanted anybody else to go through that,” she says. “So I started teaching the things that nobody ever taught me.”
Through her courses, she has guided young supervisors, pool managers, and recreation directors through the challenges of leadership. Her “soften” technique, which emphasizes approachable body language and effective communication, has become a cornerstone of her training.
She also teaches strategies for handling difficult customer interactions and fostering positive workplace environments.
Throughout her career, Newell-Legner has played a critical role in opening 45 new recreation facilities, many with aquatics components. Her expertise in staff training and facility management has ensured smooth operations.
Mentoring and motivating
In addition to her work with individual facilities, Newell-Legner has been involved with industry associations such as the Association of Aquatic Professionals (AOAP) and the National Recreation and Park Association (NRPA). She was the keynote speaker at the inaugural AOAP conference and continues to contribute to the group as a mentor and trainer.
When asked what she thinks her biggest contribution to the aquatics industry is, Newell-Legner pointed to her work as a mentor. Her impact is particularly evident in her work with facilities such as Splashway Waterpark in Sheridan, Texas, which received USA Today’s 2024 award for the best outdoor waterpark. Newell-Legner worked with the park’s team for years, providing coaching and revitalizing their procedures.
Her work continues to inspire professionals across the industry, leaving a legacy of leadership, innovation and compassion. By sharing her experiences and lessons learned, Newell-Legner has helped countless individuals and organizations create safer, more welcoming environments for swimmers and staff alike.
For Newell-Legner, the reward lies in the results. “There’s nothing like serving [as a mentor] and then seeing the result of your sharing,” she says. “That’s what it’s all about.”
