Ice Rink Client Service Manager

<p><strong>Job Title: Ice Rink Client Service Manager</strong></p> <p><strong>Operations Management</strong></p> <ul> <li>Oversee all daily rink operations to maintain a safe, clean, and welcoming environment for guests and staff.</li> <li>Manage opening and closing procedures, operational readiness, and facility presentation standards.</li> <li>Coordinate public skating sessions, private events, group bookings, and special onsite events.</li> <li>Ensure full compliance with company policies, operating procedures, and safety standards.</li> <li>Respond promptly and professionally to operational issues, equipment concerns, emergencies, and guest escalations.</li> </ul> <p><strong>Team Leadership &amp; Staffing</strong></p> <ul> <li>Lead, coach, and support a workforce of approximately 100 employees across multiple roles.</li> <li>Conduct hiring, onboarding, training, cross-training, and performance evaluations.</li> <li>Foster an inclusive, team-oriented culture focused on hospitality, accountability, and consistent guest service.</li> <li>Monitor attendance, productivity, policy adherence, and overall team effectiveness.</li> <li>Deliver ongoing coaching, corrective action, and recognition to maintain high engagement and performance.</li> </ul> <p><strong>Scheduling &amp; Payroll Administration</strong></p> <ul> <li>Develop, manage, and optimize weekly staffing schedules aligned with business needs and labor budgets.</li> <li>Ensure adequate staffing coverage for daily operations, peak periods, and special events.</li> <li>Review and approve employee timecards, payroll submissions, overtime requests, and labor reporting.</li> <li>Monitor labor costs, optimize workforce allocation, and ensure compliance with wage and hour regulations.</li> <li>Maintain accuracy and timeliness across all payroll-related processes.</li> </ul> <p><strong>Customer Experience</strong></p> <ul> <li>Uphold elevated hospitality standards, ensuring a premium guest experience at all times.</li> <li>Address guest inquiries, concerns, and complaints with professionalism and effective service recovery.</li> <li>Build and maintain strong relationships with clients, vendors, partners, and facility stakeholders.</li> </ul> <p><strong>Safety &amp; Facility Oversight</strong></p> <ul> <li>Ensure compliance with all safety regulations, risk management practices, and emergency procedures.</li> <li>Coordinate with the client to conduct regular inspections of rink operations and facility conditions.</li> <li>Monitor ice quality, equipment