Ice Rink Shift Lead (Seasonal) - The Ben Hotel

Sage Hospitality • West Palm Beach, FL

1d • Onsite

About The Position

The Ice Rink Shift Lead is a seasonal operational leader and guest-service host for The Ben’s Winter Wonderland ice skating rink in West Palm Beach. The role guides the door team and supports a smooth, safe, and welcoming guest entry experience in a fast-paced outdoor environment. The shift lead oversees entry operations, queue flow, ticketing and waiver procedures, and staffing coverage while maintaining a polished, festive atmosphere. The position also handles guest inquiries and minor escalations, troubleshoots operational issues, and coordinates with rink staff, hotel operations, and security as needed.

Requirements

• High school education or equivalent experience.
• Ability to exercise shift leadership and communicate effectively when guiding door associates, delegating tasks, and maintaining team morale.
• Active listening and comprehension skills to interpret direction from hotel leadership and address guest and associate concerns with empathy and clarity.
• Visual awareness to monitor queues, verify ticket validity, oversee entryway layout, and maintain safe, clear pathways in dynamic lighting conditions.
• Professional communication skills when interacting with guests, instructing team members, and 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 a shift.
• Ability to work outdoors for extended periods in varying Florida weather conditions.
• Ability to bend, crouch, and kneel frequently.
• Ability to occasionally lift, push, pull, and carry venue equipment, stanchions, signage, or supply boxes 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 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 to ensure door positions are covered during peak session times, breaks, and shift changes.
• Handle guest inquiries and minor escalations, resolving check-in or ticketing issues before they affect the guest experience.
• 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 to share operational updates, report equipment or ticketing issues, and keep shifts running smoothly.
• Coordinate with hotel leadership and security to help maintain a safe and orderly environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED