Supervisor on Duty

Supervisor On Duty

The Supervisor On Duty provides front-line supervision of the guest experience journey throughout the building during each scheduled shift, including employee oversight and customer interface. The Supervisor On Duty maintains a strong service orientation in dealing with customers to provide accurate information and receive timely feedback. This position is available to staff members to attend to immediate issues as they arise and communicates as appropriate with Baptist Health IcePlex management team members.

Essential Duties & Responsibilities

• Oversee the general operation of the Baptist Health IcePlex during each shift by regularly walking the building, observing conditions, communicating with customers and employees, and ensuring a consistently high level of customer service
• Oversee and support all front desk operations, including supervision and direction of front desk attendants, interacting with customers, facilitating registrations, and answering and routing incoming phone calls
• Oversee all public sessions, including supervision and direction of skate guard staff and equipment, ensuring a safe and fun experience for all guests
• In the absence of a presenting department staff member, supervise drop-in activities such as freestyles, stick and puck sessions, and pick-up hockey games to ensure all participants are registered, paid, and following general rink rules
• Complete incident reports, engaging Security and informing Baptist Health IcePlex management team members as appropriate
• Handle customer complaints, including appropriate routing and follow-up to ensure each complaint has been adequately addressed; utilize Task Manager in point-of-sale communications where applicable
• Assist in providing locker rooms (keys for keys) and ensure each locker room is clean and orderly before returning keys
• Operate music over ice surfaces and throughout the arena as needed
• Debrief with all staff on duty at the beginning of each shift and as each staff member comes on duty
• Observe programming, operations, and security needs or concerns; engage the appropriate department when necessary
• Maintain a clean and organized front office; restock program flyers or business cards as needed and inform Front Desk Manager when new orders are required
• Other duties as assigned

Qualifications

• Excellent customer service, communication, and problem-solving skills
• Strong detail orientation
• Solid math and cash handling skills
• Working knowledge of computers and Microsoft Office Suite; experience with DaySmart or other ice arena-specific software is a plus
• Ability to handle a fast-paced environment with multiple competing demands
• Ability to meet the physical demands of the job, including regular movement throughout the building, answering phones, and creating reports

Work Environment

This position works in a professional ice hockey practice facility where the noise level is generally high, crowd traffic is heavy, and temperatures are often cold. Lights are bright or dark with occasional exposure to flashing lights.

Position Type / Expected Hours of Work

This is a part-time, non-exempt (hourly) position. Must be able to work a flexible, irregular schedule including early mornings, nights, weekends, and holidays to ensure proper oversight of events and activities scheduled in the arena.