Ice Skating Daily Operations & Guest Services Supervisor-S

The Daily Operations & Guest Services Supervisor manages the day-to-day floor operations of the rink, including direct supervision of cashiers and skate guards. This role builds staff schedules, ensures safety and cash-handling procedures are followed, and is the primary on-site problem-solver during public skating sessions. The ideal candidate is a strong people manager who is comfortable enforcing safety standards and handling guest issues calmly and consistently.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements list below are representative of the knowledge, education, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Create and manage daily/weekly staff schedules for approximately 25 cashiers and skate guards
• Supervise opening and closing procedures, including cash handling and reconciliation
• Monitor ice conditions and coordinate resurfacing schedules with facility/maintenance staff
• Enforce safety policies and skater capacity limits during public sessions
• Serve as the primary on-site contact for guest concerns, incidents, and first aid response
• Conduct staff training on safety procedures, guest service standards, and point-of-sale systems
• Monitor daily attendance, admissions revenue, and staffing costs; report discrepancies to the Aquatics Manager
• Support hiring and onboarding of seasonal cashiers and skate guards
• Coordinate staff coverage with the Instructional Programs and Events & Group Sales Supervisors as needed

SUPERVISION EXERCISED:

Cashiers (Ice Staff)

Ice Trail Guards

KNOWLEDGE/ABILITY

• Prior supervisory experience, ideally in recreation, retail, or hospitality settings
• Strong people-management skills; comfortable scheduling and directing a team of ~25 staff
• Experience with cash handling and point-of-sale procedures
• Calm, consistent decision-maker in guest service and safety situations
• Availability across the full range of operating days, including weekends and holidays
• Ability to skate on the ice is preferred
• Ability to stand, walk, and supervise activity on and off the ice for full shift duration
• Ability to work in a cold outdoor rink environment
• Ability to lift and move supplies and equipment (up to 50 lbs.)

EDUCATION / QUALIFICATION

• Must be 18 years of age
• High School Diploma or GED preferred

CERTIFICATES, LICENSES, REGISTRATIONS

• Current CPR/First Aid certification (or ability to obtain within 30 days of hire); Lifeguard certification a plus

EQUIPMENT:

Ice Skates, skate sharpener, skate aids, iPad, two-way radio, cones, First Aid kits, credit card machine, cold weather gear

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; talk and hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee may occasionally lift up to 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus. Tasks may involve extended periods at a keyboard or workstation or out in the weather.

WORK ENVIRONMENT:

This position operates both outdoors and indoors. The majority of duties are performed outdoors in varying weather conditions, including exposure to cold temperatures, wind, precipitation, and seasonal weather fluctuations. This position also requires periods of indoor administrative duties which may require prolonged periods of sitting, working at a computer, and using standard office equipment. The employee must be able to move frequently between indoor and outdoor environments.

UNION AFFILIATION:

N/A

REQUIRED:

Pre-Employment Drug Screen

Background Check

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. The City of South Bend is an at-will employer.

Essential Duty: Uphold Core Values

All employees of the City of South Bend are expected to uphold and actively demonstrate the City's Core Values in their daily work, which are summarized below:

• Excellence - Deliver high-quality service and strive for continuous improvement.
• Accountability - Take ownership of responsibilities and outcomes.
• Innovation - Seek creative solutions and embrace new ideas.
• Inclusion - Promote a respectful, equitable, and welcoming environment.
• Empowerment - Support and encourage others to grow and succeed.

This duty is fundamental to fostering a positive workplace culture and delivering exceptional public service. These values shape our culture, inform our decisions, and inspire our work every day.

Equal Employment Opportunity & Diversity Statement

The City of South Bend is an equal opportunity employer. We do not discriminate or tolerate harassment based on race, color, religion, age, sex, national origin, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law. Employment decisions are based on qualifications, merit, and organizational needs. We value and celebrate diversity and are committed to fostering an inclusive workplace for all employees.