Director of Premium Services

Socket.dev; Edmonton; On-site; CAD 90,000 - 130,000; Full time

Job summary

ICE District Hospitality is seeking a Director of Premium Services to lead premium food service operations within the NHL arena, driving service excellence and financial performance at Edmonton’s ICE District venues.

The role requires supervising multiple teams, training and coaching managers, ensuring safety and quality, and availability for evenings, weekends, NHL games and events based on scheduling needs.

Qualifications

• College diploma in hospitality or food service or equivalent experience.
• Strong customer service and interpersonal skills.
• Basic financial and budgeting skills.
• Knowledge of POS systems, inventory software and data reporting tools is considered an asset.

Responsibilities

• Champion the fan experience by ensuring every interaction, service point and premium offering reflects the ICE District Hospitality standards for hospitality, quality and professionalism.
• Lead consistent service execution across all areas, ensuring teams are prepared, aligned and equipped to deliver an exceptional experience at every event.
• Drive operational excellence through disciplined planning, clear accountability and continuous assessment of service standards, productivity and operational performance.
• Manage the day-to-day operations of the assigned departments, delegating responsibilities and providing direction to ensure all services and production are delivered safely, efficiently and to the expected standard.
• Plan, direct and oversee premium services within the venues to achieve operational and financial goals while meeting client expectations and guest needs.
• Build and develop a high-performing management team capable of effectively overseeing all areas of the operation.
• Lead, mentor, engage and develop management teams to maximize their contributions, including recruiting, assessing, training, coaching and managing performance.
• Develop and maintain strong client and partner relationships that support mutual objectives and long-term business success.
• Coordinate management scheduling and deployment to ensure appropriate leadership coverage and effective event execution.
• Coach employees by creating a shared understanding of what must be achieved, why it matters and how it should be executed.
• Respond to and resolve guest, client and operational concerns promptly, using feedback to strengthen service delivery and prevent recurring issues.

Education

College diploma in hospitality or food service or equivalent experience

Tools

POS systems

Inventory software

Data reporting tools

Job description

About ICE District Hospitality

ICE District Hospitality delivers world‑class food and beverage experiences within Rogers Place and across Edmonton’s vibrant ICE District. Our team is passionate about creating unforgettable moments for every guest, whether they’re attending a game, a concert, or a special event.

The Role

The Director of Premium Services oversees all aspects of premium food service operations within an NHL arena, ensuring operational and financial goals, quality standards, and client and sponsorship expectations are consistently met. This role works closely with Unit Managers to lead, train, and coach teams, support operational audits, and drive service excellence across premium spaces. The successful candidate must be available to work regular evenings, weekends, NHL games, and events based on operational requirements.

Responsibilities

• Champion the fan experience by ensuring every interaction, service point and premium offering reflects the ICE District Hospitality standards for hospitality, quality and professionalism.
• Lead consistent service execution across all areas, ensuring teams are prepared, aligned and equipped to deliver an exceptional experience at every event.
• Drive operational excellence through disciplined planning, clear accountability and continuous assessment of service standards, productivity and operational performance.
• Manage the day-to-day operations of the assigned departments, delegating responsibilities and providing direction to ensure all services and production are delivered safely, efficiently and to the expected standard.
• Plan, direct and oversee premium services within the venues to achieve operational and financial goals while meeting client expectations and guest needs.
• Build and develop a high-performing management team capable of effectively overseeing all areas of the operation.
• Lead, mentor, engage and develop management teams to maximize their contributions, including recruiting, assessing, training, coaching and managing performance.
• Develop and maintain strong client and partner relationships that support mutual objectives and long-term business success.
• Coordinate management scheduling and deployment to ensure appropriate leadership coverage and effective event execution.
• Coach employees by creating a shared understanding of what must be achieved, why it matters and how it should be executed.
• Recognize and reward employees who demonstrate strong performance, leadership and commitment to the guest experience.
• Respond to and resolve guest, client and operational concerns promptly, using feedback to strengthen service delivery and prevent recurring issues.
• Proactively assess operations and identify opportunities to improve productivity, strengthen margins and enhance overall performance.
• Create value through efficient operations, appropriate cost controls, responsible resource management and disciplined profit management.
• Manage departmental costs and operating performance within the approved unit budget.
• Monitor compliance with Quality Assurance, food safety, workplace Health and Safety, and organizational policies, initiating corrective action when required.
• Collaborate with marketing, partners and management teams to leverage partnerships and support promotional opportunities.
• Assist with the planning and execution of promotional events, client events, new openings and operational activations.

The Qualifications

• Must have proven experience managing catering or hospitality operations in a live entertainment event environment
• Experience managing catering/hospitality operations in a sports arena, stadium or high-volume event environment is preferred
• College diploma in hospitality or food service or equivalent experience
• AFST - Advanced Food Safety Certification
• Deep understanding of alcohol compliance laws
• 3 years’ relevant and progressive experience within food service or hospitality industry
• Past experience with managing, supervising, coaching and developing others
• Strong customer service and interpersonal skills
• Basic financial and budgeting skills
• Exceptional written and verbal communication skills
• Proven organizational, time management and leadership skills
• Knowledge of POS systems, inventory software and data reporting tools is considered an asset