Ice Rink Operations & Guest Experience Manager

SPS North America, Inc; New York (NY); On-site; USD 39,000 - 55,000; Full time

Benefits offered by this job

Career growth

Learning development

Bonuses for referrals

PTO

Benefits package

Job summary

SPS North America, Inc. is seeking an Ice Rink Client Service Manager to oversee daily rink operations, scheduling, payroll, and guest services. You will lead a 100-person team, hire and train staff, and ensure safety and premium guest experiences in a fast-paced ice rink environment.

The role requires strong leadership, scheduling and payroll skills, and experience with large teams. Hybrid or flexible scheduling is possible depending on events and client needs.

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.

Responsibilities

• 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.
• 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.

Skills

Management

Scheduling

Payroll

Leadership

Communication

Team coaching

Union experience

Multitasking

Tools

Scheduling systems

Payroll platforms

Microsoft Office

Job description

SPS North America, Inc. is seeking an Ice Rink Client Service Manager to oversee daily rink operations, scheduling, payroll, and guest services. You will lead a 100-person team, hire and train staff, and ensure safety and premium guest experiences in a fast-paced ice rink environment.

The role requires strong leadership, scheduling and payroll skills, and experience with large teams. Hybrid or flexible scheduling is possible depending on events and client needs.