Ice Rink Client Service Manager

Job Title:
Ice Rink Client Service Manager

Operations Management role overseeing all daily rink operations to maintain a safe, clean, and welcoming environment for guests and staff. Responsible for opening/closing procedures, operational readiness, and facility presentation; coordinating public skating sessions, events, and bookings; and ensuring compliance with company policies, procedures, and safety standards.

• 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.

• 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.

• 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.

• 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.

• Compensation: $34.61 - $36.05 USD
• What We Offer:
  
  Career growth, learning and development, talent recognition, and comprehensive benefits (medical, dental, vision, and other benefits listed in the original posting).
• Additional notes:
  Benefits may vary by role and eligibility for regular full-time positions.

SPS is an award-winning employer offering outsourcing solutions with Intelligent Automation across 22+ countries. We provide services including Mailroom Management, Office Services, and Document Processing, serving clients across various sectors including Fortune 500 companies. SPS is committed to equal employment opportunities and a diverse, inclusive workplace. We may use transcription or note-taking tools to support interview…