Ice Rink Client Service Manager

Spsnorthamerica; New York (NY); On-site; USD 47,678 - 49,662; Full time

Job summary

Spsnorthamerica in New York is looking for an Ice Rink Client Service Manager to oversee daily operations and ensure guest safety and satisfaction. You will manage a workforce of around 100 employees while optimizing staffing schedules and maintaining operational excellence.

The ideal candidate has 5+ years of management experience in hospitality or facility operations and a strong focus on customer service. A competitive hourly pay rate of $34.61 to $36.05 is offered along with a dynamic and engaging work environment.

Qualifications

• Minimum 5 years of management experience in hospitality, recreation, entertainment, sports, or facility operations.
• Proven experience managing large teams in a high-volume, fast-paced environment.
• Strong background in scheduling, payroll administration, and workforce management.

Responsibilities

• Oversee all daily rink operations and maintain a safe environment.
• Lead, coach, and support a workforce of approximately 100 employees.
• Develop and manage weekly staffing schedules aligned with business needs.
• Uphold elevated hospitality standards for a premium guest experience.
• Ensure compliance with all safety regulations and risk management practices.

Skills

Team management

Customer service

Scheduling

Conflict resolution

Adaptability

Tools

Microsoft Office

Scheduling systems

Payroll platforms

Job description

Job Title: Ice Rink Client Service Manager

Operations Management

• Oversee all daily rink operations to maintain a safe, clean, and welcoming environment for guests and staff.
• Manage opening and closing procedures, operational readiness, and facility presentation standards.
• Coordinate public skating sessions, private events, group bookings, and special onsite events.
• Ensure full compliance with company policies, operating procedures, and safety standards.
• Respond promptly and professionally to operational issues, equipment concerns, emergencies, and guest escalations.

Team Leadership & Staffing

• Lead, coach, and support a workforce of approximately 100 employees across multiple roles.
• Conduct hiring, onboarding, training, cross‑training, and performance evaluations.
• Foster an inclusive, team‑oriented culture focused on hospitality, accountability, and consistent guest service.
• Monitor attendance, productivity, policy adherence, and overall team effectiveness.
• Deliver ongoing coaching, corrective action, and recognition to maintain high engagement and performance.

Scheduling & Payroll Administration

• Develop, manage, and optimize weekly staffing schedules aligned with business needs and labor budgets.
• Ensure adequate staffing coverage for daily operations, peak periods, and special events.
• Review and approve employee timecards, payroll submissions, overtime requests, and labor reporting.
• Monitor labor costs, optimize workforce allocation, and ensure compliance with wage and hour regulations.
• Maintain accuracy and timeliness across all payroll-related processes.

Customer Experience

• Uphold elevated hospitality standards, ensuring a premium guest experience at all times.
• Address guest inquiries, concerns, and complaints with professionalism and effective service recovery.
• Build and maintain strong relationships with clients, vendors, partners, and facility stakeholders.

Safety & Facility Oversight

• Ensure compliance with all safety regulations, risk management practices, and emergency procedures.
• Coordinate with the client to conduct regular inspections of rink operations and facility conditions.
• Monitor ice quality, equipment functionality, and maintenance needs in collaboration with client teams.
• Support incident reporting, documentation, and follow‑up procedures.

Administrative Responsibilities

• Maintain operational logs, staffing files, scheduling systems, and payroll documentation.
• Assist with budgeting, inventory management, procurement, and operational planning.
• Support seasonal ramp‑up planning, staffing forecasts, and event coordination initiatives.

Qualifications

• Minimum 5 years of management experience in hospitality, recreation, entertainment, sports, or facility operations.
• Proven experience managing large teams in a high‑volume, fast‑paced environment.
• Strong background in scheduling, payroll administration, and workforce management.
• Excellent leadership, communication, and conflict‑resolution skills.
• Ability to multitask and pivot quickly under evolving operational demands.
• Proficiency with scheduling systems, payroll platforms, and Microsoft Office.
• Experience in a unionized work environment is a plus.
• Ice rink, sports facility, or event operations experience highly preferred.

Physical Requirements

• Ability to stand and walk for extended periods and work outdoors in varying weather conditions.
• Ability to work variable schedules including weekends, holidays, early mornings, evenings, and occasional overnights.
• Ability to lift up to 50 lbs as needed.

Preferred Skills

• Strong hospitality and customer service mindset.
• Experience with event operations, crowd management, or seasonal attraction environments.
• Knowledge of safety, emergency response, and incident management procedures.
• Proven ability to motivate diverse teams and maintain high employee engagement.

Work Environment

This position operates in a fast‑paced ice rink and event environment with exposure to cold temperatures, heavy guest traffic, and dynamic operational demands. The role requires adaptability, strong situational awareness, and a consistent focus on safety and guest satisfaction.

Pay Range: $34.61 – $36.05 USD per hour.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or other status protected by applicable law.