Arenas Assistant Manager

City of Lakeville•Lakeville, MN

8d•Onsite

About The Position

The Arenas Assistant Manager provides hands-on, on-site leadership for evening and weekend operations at Lakeville Arenas. This role serves as the manager on duty and the primary customer service manager, while also functioning as a working lead across all areas. The position is front and center at the Welcome Center (concessions and pro shop) and ensures facility cleanliness, safe operations, strong customer service, and consistent closing/lock-up standards. The Arenas Assistant Manager supervises staff on shift—including Welcome Center staff and back-of-house operations staff—ensuring tasks are completed to standard, conflicts are resolved promptly, and the facility is secured and cleaned each night. Work Schedule: this role's primary responsibility is evening and weekend operations during peak facility use. Hours may vary seasonally, and may include holidays. This role must be available for emergency situations and major events. The internal Lakeville Arenas job title is Arenas Welcome Center Shift Manager.

Requirements

High school diploma or G.E.D.
Two (2) years of experience in a customer-facing operations environment (recreation facility, hospitality, retail, food service, or similar) with at least one (1) year in a lead/supervisory role; or an equivalent combination of education and experience.
Demonstrated ability to supervise part-time staff and direct shift operations.
Valid Class D driver’s license (or ability to obtain within six (6) months of employment).
Strong ability to lead and supervise employees on shift, including directing work, coaching, and ensuring accountability for standards and outcomes.
Strong customer service, conflict resolution, and decision-making skills in a high-volume public facility environment.
Knowledge of facility cleaning standards and ability to inspect and verify quality of custodial work across a large recreation facility.
Ability to operate and supervise concessions/pro-shop operations, including point-of-sale procedures, basic inventory awareness, and cash-handling controls.
Ability to plan, organize, and carry out work assignments efficiently with minimal supervision; ability to prioritize competing needs during busy events.
Ability to communicate effectively in oral and written form and to document incidents, issues, and shift notes clearly.
Comfort using computers and common software tools; ability to learn and use scheduling systems, digital checklists, and task-tracking tools.
Ability to work evenings, weekends, holidays, and respond to emergency situations as required.
Working knowledge of concessions operations and event operations planning, including service standards, sanitation practices, and crowd/service flow.
Ability to train, coach, and develop operations staff and shift leads, including reinforcing standards through on-the-job training and feedback.

Nice To Haves

Prior experience working in an ice arena or similar recreation facility setting with evening/weekend operational responsibility.
Experience supervising concessions or retail operations, including point-of-sale systems and cash-handling procedures.
Experience with facility cleaning programs, inspection checklists, and closing/lock-up procedures.
Mechanical aptitude and ability to coordinate with operations staff on basic facility needs and reporting.
Experience using digital task lists, inspection tools, or scheduling platforms; interest in technology and continuous improvement.

Responsibilities

Serve as the manager-on-duty shift supervisor for evening and weekend operations, planning shift assignments, and directing staff to ensure all operational, customer service, and cleaning priorities are completed.
Provide direct oversight of the Welcome Center (concessions and pro-shop), including staff leadership, customer flow, cleanliness, merchandising readiness, and compliance with cash-handling/point-of-sale procedures.
Act as the primary customer service manager during assigned shifts: respond to immediate customer requests, complaints, and conflicts; provide on-the-spot problem resolution within established policies; and escalate issues to managers as appropriate.
Supervise (not perform as a peer employee) all shift staff, including full-time and part-time front-of-house and back-of-house employees; set expectations, monitor performance, coach in the moment, and ensure accountability for task completion.
Coordinate with and back up Driver Supervisors and back-of-house operations to ensure building readiness, rink support, locker room readiness, and event changeovers; step in as a driver-supervisor when necessary during busy periods or staffing gaps.
Ensure building security and operational control during assigned shifts, including opening/closing responsibilities, monitoring access, and maintaining a safe environment for patrons, user groups, and staff.
Lead and participate fully in facility cleaning to ensure standards are met (lobbies, bleachers, restrooms, locker rooms, rink-side areas, meeting rooms, and other public/operational spaces).
At the end of the night, verify completion of all cleaning and closing responsibilities using established checklists; inspect work quality; correct deficiencies; and sign off on completion for Welcome Center staff and other shift staff.
Ensure closing procedures are completed consistently, including securing interior areas, locking exterior doors, shutting down and/or securing assigned areas and equipment, and preparing the facility for next-day operations.
Support event operations and program delivery by coordinating staffing coverage, facility set-up/tear-down, customer communications, and on-site issue resolution in partnership with the Operations Manager and Programs Manager.
Maintain shift documentation and records (incident reports, customer issues, maintenance/cleaning notes, cash variances, staffing notes) and communicate actionable items to the Operations Manager and Programs Manager for follow-up.
Support staff training and onboarding during evening/weekend shifts, reinforcing customer service standards, cleaning standards, safety expectations, and facility procedures.
Promote and enforce safety and risk management practices, including incident response readiness, emergency procedures, and clear reporting/communication protocols.
Use and support technology-enabled tools for shift communication, digital checklists, inspections, and task tracking (in partnership with the Arenas Administration & AI Manager) to improve consistency and accountability.
Perform other duties consistent with the responsibilities of the position as assigned.
Ensure concessions and event operations comply with City policies and arenas procedures, including cash-handling controls, inventory awareness, food safety practices, and incident reporting.
Lead event operations execution during assigned shifts, including on-site coordination of facility set-up/tear-down, changeovers, customer wayfinding, issue resolution, and communications with user groups and event organizers.
Serve as a trainer and on-shift mentor for operations workers and Driver Supervisors, including onboarding support, training on cleaning standards, customer service expectations, concessions/welcome center procedures, event operations routines, and closing/lock-up responsibilities.
Provide direct supervision to operations workers on shift (including drivers and cleaning staff): assign duties, monitor performance, coach and correct in real time, and ensure accountability for standards and outcomes.
Coordinate concessions staffing and service plans for tournaments and special events; adjust staffing levels, line management, and service processes based on crowd volume and event schedules.
Manage day-to-day concessions stand operations during assigned shifts, including opening/closing of stands, staff assignments, product readiness, food safety/sanitation expectations, and ensuring consistent service speed and quality.