Job Title: Coordinator, Operations - Fifth Third Arena

Date: 3/19/2024

Department: Fifth Third Arena

Reports to: Manager, Front Desk

# Direct Reports: ~10 Part-Time Staff 

This position will have a set schedule as the closer of the facility:

• Sunday-Thursday 4:00pm-1:30am 
• Set hours may adjust to earlier times seasonally based on the facility schedule.

What It’s Like Working Here: 

The Fifth Third Arena, Blackhawk Community Ice Rink, LLC., located just two blocks south of the United Center, promotes a fun, engaging, fast-paced and collaborative atmosphere while promoting a welcoming environment for members of the community, customers and employees.  Our commitment to curating an environment where all individuals feel empowered to bring their best self to work each day can be seen throughout our organization.  Whether you are a job seeker looking to join the organization, a current member of our amazing team, or someone looking to help support our mission, our goal is the same – to reimagine the potential of hockey, which we aim to achieve through memorable, inclusive experiences.

The Fifth Third Arena is not only the practice home of the Chicago Blackhawks, but also a community rink that hosts youth teams, high school hockey clubs, adult leagues, public skating, community programs and more on the ice.  Off the ice, the facility boasts a variety of off-ice spaces to host parties, events, or corporate outings.  The rink is always “buzzing” with lots of energy and activity!  

What You’ll Do:     

We are seeking a highly organized and customer-oriented Operations Coordinator to join our team at the ice rink. As the first point of contact for visitors and participants, you will play a crucial role in ensuring a smooth and enjoyable experience for all customers. Primary responsibilities will include managing the front desk point of sale operations, handling inquiries, ice scheduling, processing payments, and providing excellent customer service. The ideal candidate should have exceptional communication skills, attention to detail, and the ability to multitask effectively in a fast-paced environment. 

The Ideal Candidate:

The idea candidate will oversee the daily evening front desk operations of the ice rink facility. The ideal candidate will possess a strong passion for leading a customer service team and have a solid background in facility management. They will be responsible for maintaining a safe and enjoyable environment for all visitors while ensuring efficient operations and delivering exceptional customer service. The ideal candidate should have exceptional communication skills, attention to detail, and the ability to multitask effectively in a fast-paced environment.

How You’ll Contribute:     

• Greet visitors and participants with a warm and friendly demeanor, creating a positive and welcoming atmosphere at the front desk.
• Provide excellent customer service by addressing inquiries, providing accurate information, and resolving complaints or issues in a timely and professional manner.
• Manage the front desk operations, including answering phone calls, responding to emails, and directing visitors to the appropriate areas within the ice rink facility.
• Maintain a neat and organized front desk area, ensuring that all necessary supplies and resources are readily available.
• Manage the front desk operations, including scheduling, coordinating staff, and ensuring adequate coverage during operating hours.
• Handle cash transactions, including ticket sales, skate rentals, and concession purchases, accurately and securely.
• Maintain accurate records of transactions, attendance, and customer information with the facility software, DaySmart.
• Prepare daily cash reconciliations, reports, and deposits as required.
• Assist with the coordination and scheduling of ice rink activities, including public skating, drop-in slots, games, contractual renter needs, and other events.
• Train, schedule, and supervise part-time front desk staff, ensuring they provide excellent customer service and adhere to operational policies and procedures.
• Report issues accordingly with the proper documentation of incidents. 
• Create a positive and supportive work environment, promoting teamwork and effective communication among front desk staff.
• Collaborate with Ice Technicians and Security staff to ensure the ice rink facility is well-maintained, clean, and safe for visitors.
• Monitor and enforce facility rules and regulations to ensure the safety of patrons and adherence to policies.
• Coordinate with the ice tech department to schedule ice resurfacing, maintenance, and repairs as needed.
• Assist with the coordination of equipment rentals, such as skates and helmets, ensuring proper inventory management.
• Responsible for the sending and receiving of packages and deliveries.
• Assist in the set-up and break-down of events, which includes moving furniture and equipment.
• Support the overall departmental vision by assisting coworkers and working on departmental goals as needed. 
• This position will have a set schedule as the closer of the facility:
  • Sunday-Thursday 4:00pm-1:30am 
  • Set hours may adjust to earlier times seasonally based on the facility schedule.

What You Bring to the Table:     

• 1-3 years of experience with ice rink facility management or hospitality experience.
• High school diploma or equivalent; additional education or training in hospitality, customer service, or a related field is preferred.
• Previous experience in a customer service role, preferably in a sports or recreational facility.
• Strong interpersonal and communication skills, with the ability to effectively interact with customers, staff, and management.
• Excellent organizational and time management abilities, with the capacity to multitask and prioritize responsibilities.
• Proficiency in computer systems and software, including point-of-sale systems and basic office applications.
• Knowledge of ice rink operations, equipment, and safety protocols is an asset.
• Ability to work flexible hours, including evenings, weekends, and holidays, based on the ice rink's operating schedule.  
• Must be able to lift 50 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 20 lbs.
• Ability to address, adapt to, and overcome challenges in a fast-paced, dynamic environment
• Demonstrated aptitude for driving results
• High attention to detail
• Demonstrates Chicago Blackhawks core values of integrity, curiosity, empathy, collaboration, and originality

About Us:     

The Fifth Third Arena, Blackhawk Community Ice Rink, LLC, first opened its doors in November 2017 with a focus on ensuring the Chicago Blackhawks’ needs were met through equipment storage space, training rooms, a player’s lounge, weight room, two NHL-size ice rinks, and many other state-of-the-art amenities. The Fifth Third Arena Team is also passionately dedicated to giving back to the local community by providing access to multipurpose rooms, event spaces, program registrations, and drop-In admissions. 

Furthering the Chicago Blackhawks mission to Reimagine the Potential of Hockey, the Fifth Third Arena is home year-round to hockey players of all ages and skill levels. They host annual Summer Hockey Camps, Learn to Skate lessons, Adult/Youth/AA Hockey Clubs, Rat Hockey, and many other options to make the Fifth Third Arena a one stop shop for every current OR future hockey player in Chicago. 

The Fifth Third Arena, Blackhawk Community Ice Rink, LLC, is an equal opportunity employer that values diversity at all levels.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applications will receive consideration for employment without regard to gender, race, religion or religious creed, color, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.