Position Summary

The Front Desk Manager is responsible for providing friendly customer service support to all customers and the day-to-day operations of the facility. The individual provides efficient and accurate assistance to customers with the ability to understand and provide direction of customer needs. The individual is responsible for scheduling employee shifts, managing staff and delivering employee disciplinary actions. This position requires exceptional customer service, expert knowledge of products, services and POS system . This position requires prior customer service experience. The individual must be able to communicate effectively with customers, team members and management.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Front Desk Manager:

· Create annual operating budget in conjunction with the GM and Director of Finance

· Monitor Public Event Income budget which includes parties, sales and service hours for front desk and skate monitor employees, public skate sessions, drop-in hockey sessions, groups, scout skate events, and spirit skates.

· Provide superior customer service to all guests and employees

· Interview potential new candidates, onboard, and train new employees

· Schedule shifts for employees through Paylocity

· Cover any front desk shifts that need last-minute coverage

· Monitoring the front desk during busy public sessions and learn to skate series

· Making sure front desk employees are answering information accurately, step in when needed

· Scan in paper waivers signed by customers that are signing up for public skate sessions and/or attending parties or events

· Monitor first aid kits in the MOD office and make a list of any new items that need to be purchased

· Submit new purchases for first aid and department when needed through our Amazon Business account

· Check AED monitors each month to ensure they are up to date and send in the confirmation form via email.

· Organize front desk meetings going over expectations, new rules and procedures, code of conduct, and other new information

· Communicate with Front Desk employees regarding any new information added such as clinics, camps, LTS, etc.

· Track wristbands for learn to skate classes and public skate sessions

· Notify Marketing Director when we need more wristbands and how are needed along with which colors to order

· Master the point of sale system (POS)

· Updating any drop-in sessions (public, stick n shoots, playground on ice or recess, etc.) in the POS

· Complete tasks within the POS adding new drop-in seasons, new sessions and making any adjustments if needed to the sessions

· Monitoring customers for all drop-ins, including but not limited to; freestyle, pickup hockey, public skates, recess or playground on ice, stick n shoot, etc.

· Answer emails through the info@ address in a timely manner

· Send direct emails to customers about any programming that may be of interest to them such as drop-in events, gift cards on sale, passes and packages to purchase etc.

· Process and manage drop in sessions refunds, credits, and changes

· Design, Implement, and Oversee new programs to bring in revenue (Parents Night Out, Sensory Skate, etc.)

· Reporting vending machine repair or out of order to vendor

· Specific to Ashburn Ice House (AIH), responsible for office paper products, and toner repairs for copy machines

Parties and Events Manager

· Schedule the Parties and Special Events through Paylocity

· Conduct interviews of potential applicants and help assess whether to hire said applicant as a party assistant or other

· Order any party supplies when needed

· Confirm staff for birthday parties each weekend

· Monitor how birthday parties are working each weekend by making sure the pizza is on time and making sure staff is available when a party customer is in need

· Ensure that monthly and biweekly emails to customers marketing birthday parties, events, scout skates, groups, and camps.

· Monitor number of parties per month to ensure budget is met

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Strong Customer Service Skills
• Point of Sale experience preferred
• Proficient in Microsoft Office
• Good organizational, critical thinking and problem-solving skills
• Attention to detail
• Willingness to learn new skills
• Ability to react to change in a positive manner

Expected Hours of Work:

Hours Vary

Covering Additional Shifts as needed

Evening and Weekend Hours

Job Type: Full-time

Pay: $21.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Morning shift

Work Location: In person