Pedro Navarro has one of those smiles that puts you at ease, which is very useful when guiding nervous customers through the rental board process at Alaïa Bay. It also helps that he’s a surfboard savant, with a photographic memory for shapes, brands, fin boxes, rails and just about everything else.
When we were on site looking for a shortboard for an upcoming Advanced Cruiser session, he suggested a Pukas mid-length. I had never ridden a mid-length and wasn’t about to start, but after witnessing Pedro’s astute observations over the preceding days, I trusted him for whatever reason. Maybe it was that smile. The board went great. So well, in fact, that we ordered one for the WavePoolMag office from Pukas, in WavePoolMag cyan blue, of course.
Pedro’s official title is Rentals Manager at Alaïa Bay. He oversees equipment operations and leads a team of five staff. Originally from Spain, he previously ran a surf school before joining Alaia in 2023 as a surf guide. He has since worked across multiple roles, including lifeguard, coach and reception. That experience has shaped his approach to board selection and customer service, matching surfers with the best equipment based on their actual ability rather than their perceived skill, intending to improve each session while minimising frustration.
What do your job duties require? What do you do each day?
To work in rentals at Alaïa, you definitely need to surf and understand surfing equipment, the differences in materials, types of boards, and so on. You need to have practiced surfing for several years. In my case, I had a surf school in Spain before coming to Alaïa. My first position here was as a surf guide. I was outside around the pool managing traffic and helping surfers improve. Then I gradually worked across different positions. I did some reception work, worked as a lifeguard, and as a surf coach. Last year, I got the opportunity to manage rentals. Right now, I have a team of five people working with me, and I love it. It is beautiful.
Is that typical for a surf park, starting in one role and rotating through others?
No, I think my experience at Alaïa is not typical. I was very lucky because of my previous experience as a lifeguard and surf instructor, which allowed me to be versatile. Usually, it is better to specialize people in certain positions. For example, very energetic people might not do well in reception or rentals, but they are great as surf instructors where they can use that energy. Some people may get bored as lifeguards because it requires long hours of observation, counting surfers, and monitoring different parts of the pool. Different roles require different skills and personalities.
Let’s talk about board rentals. How does the board rental system work at Alaia?
We have three categories of boards. First, soft tops, which cost 10 Swiss francs per day. If you buy a session pack like five or 10 sessions, the soft top, wetsuit, and winter kit are included. Then we have classic boards. These cost 30 Swiss francs for the first session and ten francs for additional sessions on the same day. Finally, we have premium boards. These are 40 francs for the first session and ten francs for additional sessions. The difference is not quality, since all boards are from top brands, but that premium boards are more niche or specialized, like twin fins or other styles often seen on social media or used by professional surfers.
I noticed you have a lot of premium boards and a wide variety. Why is that?
We want clients to feel like they are in a candy shop when they enter rentals. We want to overwhelm them in a good way with colors, variety, and styles. Many surfers come to a wave pool and stick to standard boards because they do not want to take risks. They choose the same setup they use in the ocean. But if they keep coming back, it becomes interesting to show them different options like twin fins, two plus ones, fish, or single fins. These boards can be very fun, especially for intermediate surfers who are not focused only on performance maneuvers. It expands their experience and enjoyment.
How do you recommend the right board to a customer?
I ask open questions to understand their real surfing experience. With experienced surfers, it is easier. The challenge is with people who surf occasionally, like only on holidays. Their perception of their level may not match their actual level. You need to ask when they last surfed, what equipment they used, how often they surf, their fitness level, and so on. If I identify someone as a lower intermediate or occasional surfer, I give them a more comfortable board with more volume than they are used to. That helps avoid frustration.
Do you usually increase board volume for those surfers?
Yes, to make things easier for them, especially if they are out of shape. For regular surfers, I recommend equipment similar to what they use in the ocean. For advanced surfers who are comfortable, I may even suggest less volume than in the ocean because wave pools remove many variables like competition for waves and positioning.
What is the most challenging part of your job?
Recommending the right board for lower intermediate or occasional surfers is challenging. Also, dealing with clients after a bad session. Sometimes they are tired, did not sleep well, or are distracted by personal issues. They may not enjoy their session, and we have to act a bit like therapists and help them understand that frustration is part of the learning process.
What is your favorite part of the job?
The environment is incredible. Arriving early in the morning, seeing the mountains, snow, and silence is amazing. Also, the clients. They are some of the best people I have ever worked with. They are well-traveled, speak multiple languages, and are generally very friendly. When I arrived in Switzerland, my French was basic, but people were supportive and even tried to speak Spanish with me. Many clients come regularly, and we build relationships with them. Some even bring coffee to the staff. It is a very special environment, and I think this kind of client is typical of surf parks around the world.
