Ice Rink Client Service Manager

About this role

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.

Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, and other job-related factors.

Use of Artificial Intelligence (AI): No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse applicant tracking system, which does not apply AI in these parts of the hiring process.

Vacancy Status: This posting is for an existing vacancy.

Pay Range $34.61 — $36.05 USD

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!

• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!

• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!

• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.

• Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. I n North America, our serv

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