Ice Rink Client Service Manager at SPS-North… · New York…

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. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers. At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity. SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law. Colorado only:We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool. Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform. SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time. To view our privacy policy, click on the link below: Data Privacy Statement Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.