Ice Rink Shift Lead (Seasonal) - The Ben Hotel

Sage Hospitality•West Palm Beach, FL

11d•Onsite

About The Position

The Ice Rink Shift Lead is a seasonal leadership role supporting operations at The Ben’s Winter Wonderland outdoor ice skating rink in West Palm Beach. The role guides the door team and helps deliver a polished, welcoming, safe, and efficient entry experience for guests. It combines team supervision, hospitality, ticketing and check-in support, and proactive crowd management in a fast-paced outdoor environment. The Shift Lead oversees door staff, queue flow, staffing coverage, line checks, ticket scans, and wristband distribution. The role also handles guest questions and minor escalations, supports waiver and safety compliance, maintains an orderly and inviting entry area, and coordinates with rink staff, supervisors, hotel operations, and security as needed. The position requires effective communication, quick problem-solving, and composure under pressure.

Requirements

High school education or equivalent experience.
Excellent communication, active listening, and comprehension skills for interacting with guests, team members, and hotel leadership.
Ability to guide door associates, delegate tasks clearly, and maintain team morale.
Ability to monitor queue lines, verify ticket validity, oversee entryway layout, and maintain safe pathways in dynamic lighting conditions.
Ability to communicate professionally and enforce facility guidelines.
Basic knowledge of outdoor venue sanitation and safety standards, including appropriate cleaning products and procedures.
Ability to stand, walk, and move quickly for 90% or more of a shift.
Ability to work outdoors for extended periods in varying weather conditions, including humidity, sunlight, warm temperatures, and cooler evening breezes.
Frequent bending, crouching, and kneeling; occasional lifting, pushing, pulling, and carrying equipment or supplies weighing up to 25–30 pounds.
Ability to speak clearly and hear effectively in a noisy outdoor setting.
Work takes place outdoors 95% of the time.

Nice To Haves

Two years of customer service experience preferred.

Responsibilities

Support and guide door associates by answering questions, assisting during busy periods, and motivating the team to deliver great service.
Oversee entry operations, including line checks, ticket scans, and wristband distribution, in accordance with hotel SOPs and safety guidelines.
Monitor shift flow and staffing coverage, including peak session times, breaks, and shift changes.
Handle guest inquiries and minor escalations, resolving check-in or ticketing issues with poise and empathy.
Keep queue stanchions, signage, waiver stations, and welcoming areas clean, organized, and inviting.
Confirm waiver procedures are followed and entryway pathways remain clear and safe.
Coordinate with rink staff and supervisors, share operational updates, and report equipment or ticketing issues.