Supervisor on Duty

Job Title: Supervisor on Duty

Department: Baptist Health Iceplex - Guest Services

Reports To: Front Desk Manager

FLSA: Non-Exempt

Employment Type: Part-Time

Location: Baptist Health Iceplex

Organization Overview

The Florida Panthers are a community focused organization led by an authentic management team that served our country and now serves the South Florida community. Led by General Manager Bill Zito, the Panthers are coming off their best season in franchise history, culminating in a Stanley Cup Championship. Off the ice, the business is experiencing growth across all key metrics and our revenue is at an all-time high. The organization has grown its footprint via the renovation and expansion of the FTL War Memorial complex in downtown Fort Lauderdale. This state-of-the-art facility features two regulation-size rinks, including a new team practice rink with stadium seating, and a 3400-capacity music theatre for live entertainment. The future is bright, and we are very proud of what we are building in South Florida.

Job Summary

The Supervisor on Duty provides front line supervision of the guest experience journey throughout the building during each scheduled shift, including employee oversight and customer interface. The Supervisor on Duty maintains a strong service orientation in dealing with customers to provide accurate information and receive timely feedback. This position is available to staff members to attend to immediate issues as they arise and communicates as appropriate with Baptist Health IcePlex management team members.

Essential Duties and Responsibilities

Oversees the general operation of the Baptist Health IcePlex during each shift, by regularly walking the building, observing conditions, communicating with customers and employees, and ensuring operations are maintained at a consistently high level of customer service and impressions.

Oversees and supports all front desk operations, including supervision and direction of front desk attendants, interacting with customers, facilitating registrations, and answering and routing incoming phone calls.

Oversees all public sessions, including supervision and direction of the skate guard staff and equipment, and ensuring a safe and fun experience for all guests.

In the absence of a staff member from the presenting department, supervises drop-in activities such as freestyles, stick and puck sessions and pick up hockey games to ensure all participants are registered and paid, and all general rink rules are followed.

Completes incident reports, engaging Security and informing Baptist Health IcePlex management team members as appropriate.

Handles customer complaints, including appropriate routing and follow up to ensure the complaint has been adequately addressed. Utilizes Task Manager in point-of-sale communications where applicable.

Assists in providing locker rooms (keys for keys) and making sure each locker room is clean and orderly before returning exchanging keys back.

Knows how to turn on/off music over the ice surfaces and throughout arena.

Debriefs with all staff on duty at the beginning of each shift and as each staff member comes on duty.

Assists in observing any programming, operations, or security needs or concerns, and engages the appropriate department when necessary.

Maintains a clean and organized front office. Restocks program flyers or business cards as needed and informs Front Desk Manager when any new orders are needed.

Other duties as assigned.

Qualifications

Qualified candidates will have:

Excellent customer service, communication and problem-solving skills.

Strong detail orientation.

Solid math and cash handling skills.

Working knowledge of computers and software applications like the Microsoft suite. Experience with DaySmart or other ice arena specific software is a plus.

Ability to handle a fast-paced environment with multiple demands at any given time.

Ability to meet the physical demands of the job, including regular movement about the building, answering phones, creating reports, and other duties as described above.

Position Type/Expected Hours of Work

This is a part-time position. Must be able to work a flexible, irregular schedule as required, including early mornings, nights, weekends, and holidays to ensure proper oversight of events and activities scheduled in arena.

Work Environment

This position works in a professional ice hockey practice facility, where the noise level is generally high, crowd traffic is heavy, and temperatures are often cold; lights are bright or dark with occasional exposure to flashing lights.  #LI-DNI