Ice Rink Client Service Manager

About the Role

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 on-site 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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

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

Benefits

• Career Growth: Opportunity to learn new skills and uncover other career opportunities.
• Learning & Development: Promote a work culture of continuous learning.
• Recognition Programs: Available for all levels of employees.
• Paid Time Off (PTO):
  • Full-time: Minimum of 80 hours/calendar year (may increase based on tenure and/or assigned account).
  • Part-time/temporary: Minimum of 1 hour for every 30 hours worked.
• Bonuses: Available for employee and client referrals for current employees.
• Benefit Offerings:
  • Medical, Dental, Vision
  • HCFSA, DCFSA, HSA
  • Commuter Transit and Parking Pre-Tax Plans
  • Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity
  • Legal Program, Identity Theft Protection
  • Pet Discounts, Pet Insurance
  • Group Home and Auto Insurance
  • Employee Assistance Program (EAP)
  • Short Term Disability, Life Insurance
  • Education Discounts
  • 401k with matching
  • Entertainment Discounts
• Note: Benefit offerings may vary for roles routinely under 30 hours/week.

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings. Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.