Ice Rink Shift Lead (Seasonal) - The Ben Hotel

Sage Hospitality Group•West Palm Beach, FL

10d•Onsite

About The Position

The Ice Rink Shift Lead is a seasonal leadership role supporting daily operations at The Ben’s outdoor Winter Wonderland ice skating rink in West Palm Beach. The role combines team supervision, guest service, entry operations, and crowd management to provide a safe, organized, and welcoming experience. The shift lead guides door associates, oversees entry and ticketing processes, monitors staffing and queue flow, and coordinates with rink staff, hotel operations, and security as needed. The position requires clear communication, quick problem-solving, and composure in a fast-paced outdoor environment. The role involves prolonged standing and mobility, frequent bending and kneeling, and occasional handling of equipment and supplies. Work is primarily outdoors in variable South Florida weather, with regular interaction with guests and team members in a noisy, dynamic setting. High school education or equivalent experience is required; two years of customer service experience is preferred.

Requirements

High school education or equivalent experience.
Exercise shift leadership and communication skills to guide door associates, delegate tasks, and maintain team morale.
Use active listening and comprehension to follow direction from hotel leadership and address guest and associate concerns with empathy and clarity.
Maintain visual awareness to monitor queues, verify tickets, oversee entryway layout, and keep pathways safe and clear.
Communicate effectively and professionally with guests and team members, including when enforcing 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 the shift.
Ability to work outdoors for extended periods in varying weather conditions.
Frequent bending, crouching, and kneeling.
Occasional lifting, pushing, pulling, and carrying venue equipment or supplies weighing up to 25–30 pounds.
Ability to speak clearly and hear effectively in high-volume outdoor settings with crowd noise and background music.

Nice To Haves

Two years of customer service experience preferred.

Responsibilities

Support and guide door associates during shifts, answer questions, assist during busy periods, and encourage strong service.
Oversee entry operations, including line checks, ticket scans, and wristband distribution, ensuring compliance with hotel SOPs and safety guidelines.
Monitor shift flow and staffing coverage at door positions during peak sessions, breaks, and shift changes.
Respond to guest inquiries and minor escalations, resolving check-in and ticketing issues.
Keep queue stanchions, signage, waiver stations, and welcoming areas clean, organized, and inviting.
Ensure 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.