What are the responsibilities and job description for the Director of Guest Experience position at Ghost Pirates Ice Cove?
Position: Director of Guest Experience
Department: Programs / Events / Administration
Reports To: Vice President
Ghost Pirates Ice Cove will open summer of 2026 and is set to revolutionize Ice Sports in the Southeast. This state-of-the-art complex will be the training & practice facility for the Savannah Ghost Pirates (ECHL) and provides hockey and skating experiences for all ages and skill levels. The facility features the Vystar Pavilion, a 5,000-seat amphitheater set to attract some of the top musical acts from across the country.
Role Scope - We are looking for a Director of Guest Experience to oversee all aspects of program operations and guest services at the Ice Cove. This role will ensure top level customer service standards across all areas of the Ice Cove operation.
Essential Functions
● Foster a welcoming and service driven environment for all Ice Cove staff that promotes industry leading guest experiences.
● Use data and guest feedback to identify trends and advise of opportunities to enhance guest experience and assist in the development and improvement of rink programs.
● Oversee Guest Service & Front Desk departments at Ice Cove including hiring, training, scheduling, and overall employee management for all staff.
● Develop customer service standards, processes, and procedures that will provide a clear vision for the future of the Ice Cove and how we will serve the Port Wentworth Community.
● Responsible for the creation and inputting of rink programs and schedules into rink management software.
● Act as main point of contact between facility and rink management software provider.
● Handle basic accounting and payroll procedures for responsible departments.
● Collaborate with marketing, operations, food & beverage and other departments on a consistent basis.
● Address guest inquiries and concerns and ensure all incoming communication reaches the correct channels in a timely manner.
● Oversee employee recognition program focusing on building a consistent and positive culture for all employees.
● Member of the Senior Facility Leadership team, which includes regular MOD (Manager on Duty) shifts.
● Member of the Facility Safety Committee, requiring regular meeting attendance and training.
Skills & Attributes
● 3-5 years of related experience in ice rinks or arenas strongly preferred
● Proactive and able to work well under pressure
● Team player with the ability to multitask and prioritize independently
● Flexible and adapts to various environments and situations
● High ethical standards and strong sense of community
● Ability to work nights, weekends, and occasional holidays required.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.