Customer Experience Manager

The Customer Experience Manager is responsible for a variety of tasks during their shift. The team member will provide superior customer service to guests at all times by providing a clean, safe, and welcoming environment while adhering to Company Policies, Procedures, and Best Practices.

RESPONSIBILITIES
• Customer Management
o Field and respond to general customer inquiries and questions.
o Work with General Manager to strategically schedule public programming to maximize ice optimization.
o Engage in excellent face to face customer service to all customers.
o Provide consistent communication regarding program schedule updates and opportunities via email or through our social media team.
• Front Desk Management
o Cultivate a positive and upbeat environment for staff and customers.
o Strategically schedule front desk staff based on programming and arena schedule.
o Ensure front desk area is clean and presentable.
o Manage rental skate inventory and sharpening on a schedule and as needed.
• Public Programming Leadership
o Plan, schedule, and execute themed public skating sessions throughout the year.
o Manage birthday party inquiries through the booking and execution process.
o Engage customers before/during/after programing to spread awareness of skating, hockey, and party opportunities.
o Prospect community groups and areas to initiate new program development and growth.
o Attend community events as rink representative by request/approval of GM.
• Arena Management
o Work as manager on duty of the facility as scheduled by your GM.
o Provide assistance to GM in collecting, sorting, and submitting invoices.
o Assist all part time staff when designated as manager on duty.
o Collaborate with GM and FM to find solutions to day-to-day rink conflicts. Remain on call for issues.
• Staffing/Human Resources
o Recruit, hire, train, and manage front desk, skate guard, and other part time staff.
o Assist GM with payroll processing.
• Miscellaneous
o Support all rink operations assigned by upper management.