Ice Rink Shift Lead (Seasonal) - The Ben Hotel

Why us?

At The Ben, West Palm Beach, every corner tells a story, and every connection creates opportunity. Inspired by the legacy of Byrd “Birdie” Dewey and her iconic Ben Trovato estate, our Autograph Collection hotel blends modern luxury with creativity, sophistication, and a spirit of individuality that feels Exactly Like Nothing Else. Perched along the Intracoastal Waterway in the heart of downtown West Palm Beach, The Ben is more than a destination, it is a place where exceptional hospitality, seasonal magic, and memorable experiences come together. From Proper Grit, our signature whisky and supper club-inspired restaurant, to Spruzzo, our rooftop Mediterranean lounge, and our vibrant winter ice rink, every space reflects the unique character and energy of our property.

At The Ben, luxury is more than a standard, it is a mindset. As an Ice Rink Shift Lead for our seasonal Winter Wonderland ice skating rink, you serve as a key operational leader and host for one of West Palm Beach’s most anticipated holiday experiences. You bring our elevated hospitality to life right at the rink's edge, inspiring and guiding our door team, overseeing smooth entry and ticket check-ins, and maintaining a joyful, polished tone from the moment guests step up to the ice. Whether resolving guest inquiries, directing crowd flow and staffing coverage during peak skating hours, or seamlessly coordinating with hotel leadership and security to maintain a safe, festive, and flawless environment, your leadership ensures every guest’s Winter Wonderland experience operates on a high note.

We are looking for proactive, energetic leaders who bring passion, professionalism, and a genuine desire to make holiday magic happen. In this seasonal leadership role, you will motivate a collaborative team that values individuality, celebrates great service, and empowers everyone to bring their best self to work every day. At The Ben, you don't simply work in luxury, you become part of what makes it exceptional.

Learn more about our collection of experiences:

The Ben West Palm — https://www.thebenwestpalm.com/Proper Grit — https://www.propergrit.com/Spruzzo Rooftop — https://www.spruzzowestpalm.com/The Ben Events — https://www.thebenevents.com/

Job Overview

Behind every memorable winter experience is a dedicated team, and a strong leader to guide them. As an Ice Rink Shift Lead, you play an essential role in driving smooth daily operations, supporting team members, and upholding an elevated, safe, and seamless entry experience for every guest at Winter Wonderland. This dynamic leadership position combines team supervision, warm hospitality, and proactive crowd management to set a joyful, organized tone in a fast-paced outdoor environment.

From overseeing door staff and managing queue flow during peak hours to troubleshooting ticketing systems, resolving escalated guest inquiries, and coordinating directly with hotel operations, your leadership ensures the entrance operates flawlessly. Success in this role requires strong communication, quick problem-solving, and the ability to inspire a team while maintaining composure under pressure. Every team member coached, every queue managed efficiently, and every operational detail addressed helps create a safe, seamless, and unforgettable experience for everyone who steps up to the ice.

Responsibilities

• Support and guide door associates during shifts by answering questions, providing hands-on assistance during busy rushes, and keeping the team motivated and delivering great service.

• Oversee smooth entry operations to ensure line checks, ticket scans, and wristband distributions run efficiently and follow hotel SOPs and safety guidelines.

• Monitor shift flow and staffing coverage to ensure door positions are properly covered during peak session times, breaks, and shift changes.

• Handle guest inquiries and minor escalations with poise and empathy, stepping in to resolve check-in or ticketing issues before they impact the guest experience.

• Maintain entry presentation by ensuring queue stanchions, signage, waiver stations, and welcoming areas remain clean, organized, and inviting.

• Ensure safety and waiver compliance by double-checking that proper waiver procedures are followed and that entryway pathways remain clear and safe for all guests.

• Coordinate with other rink staff and supervisors to share operational updates, report equipment or ticketing glitches, and keep the shift running smoothly.

Qualifications

Education/Formal Training

High school education or equivalent experience.

Experience

2 years customer service preferred.

Knowledge/Skills

• Exercise shift leadership and communication skills to guide door associates, delegate tasks clearly, and maintain high team morale throughout the shift.

• Possess excellent active listening and comprehension to interpret direction from hotel leadership and address guest and associate concerns with empathy and clarity.

• Demonstrate sharp visual awareness to monitor queue lines, verify ticket validity, oversee entryway layout, and maintain safe, clear pathways in dynamic lighting conditions.

• Communicate effectively and professionally when interacting with guests, issuing shift instructions to team members, and enforcing facility guidelines.

• Maintain basic knowledge of outdoor venue sanitation and safety standards to ensure proper cleaning products and procedures are used to keep the entryway safe and presentable.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged Standing & Mobility: 90% or more of the shift requires standing, walking, and moving quickly between the entrance, queue lines, and skate preparation areas in an outdoor environment.
• Outdoor Climate Endurance: Ability to work outside for extended periods in varying Florida weather conditions, including humidity, sunlight, warm daytime temperatures, and cooler outdoor evening breezes.
• Bending & Kneeling: Frequent bending, crouching, and kneeling required to set up stanchions, assist guests with lower-level items, or pick up debris around the rink.
• Lifting & Carrying: Occasional lifting, pushing, pulling, and carrying of venue equipment, stanchions, signage, or supply boxes weighing up to 25–30 lbs.
• Sensory & Verbal Demands: Must be able to speak clearly and hear effectively in high-volume, dynamic outdoor settings with ambient crowd noise and background music.

Environment

Prolonged standing at an outdoor workstation in South Florida's variable winter climate, transitioning between open-air environments and sheltered guest service entry points. Work outside 95%.

Benefits

• Medical, dental, and vision insurance
• Health savings and flexible spending accounts
• Basic Life and AD&D insurance
• Accrue paid time off
• Community Service, and Holidays
• 401(k) program with employer matching
• Employee Assistance Program
• Tuition reimbursement
• Hotel, restaurant, and lifestyle discounts
• Employee referral bonus program (up to $500 per referral)