Guest Services Team Lead in New York, New York at Wollman Rink NYC

The Guest Services Team Lead supports the daily operations of the Guest Services department and helps ensure an exceptional experience for all Wollman Rink guests. This role serves as an on-floor leader for the Guest Services team, providing guidance and support to staff, assisting with daily assignments and coverage, and serving as a point of escalation for guest concerns.

The Team Lead works closely with Guest Services Coordinators and management to maintain high standards of customer service, safety, cleanliness, organization, and operational efficiency throughout the venue.

Essential Duties and Responsibilities

· Lead and support the Guest Services team in providing exceptional, friendly, and professional customer service to all guests.

· Serve as a primary on-site point of contact for guest questions, concerns, and complaints, resolving issues promptly and escalating matters to a Guest Services Coordinator or management when appropriate.

· Welcome guests and help ensure a positive, safe, organized, and enjoyable experience from arrival through departure.

· Assist Guest Services Coordinators with training, coaching, and mentoring Guest Services staff on department procedures, customer service expectations, and venue policies.

· Assist with daily staff coverage, break coordination, and shift assignments to ensure appropriate coverage throughout the venue.

· Maintain a visible presence throughout the venue and monitor Guest Services areas for cleanliness, organization, safety, and operational readiness.

· Support the successful execution of public skating sessions, birthday parties, group visits, special events, and other Wollman Rink programming.

· Ensure Guest Services staff are following established policies, procedures, and service standards throughout their shifts.

· Enforce rink policies and safety guidelines consistently and professionally while maintaining a welcoming guest environment.

· Coordinate with Guest Services Coordinators, Operations, Maintenance, Skate School, Security, and other departments to address guest needs and operational or facility concerns.

· Monitor guest feedback and communicate recurring concerns, service issues, or opportunities for improvement to Guest Services Coordinators and management.

· Work alongside Guest Services Coordinators to complete department opening and closing procedures and ensure all assigned tasks are completed.

· Respond appropriately to incidents and emergencies, following established procedures and assisting with incident documentation and reporting when required.

· Maintain knowledge of Wollman Rink programs, events, products, and services and actively communicate and promote available programming to guests.

· Provide additional operational support and perform other duties as assigned by Guest Services Coordinators or management.

Requirements

· Strong customer service and interpersonal skills.

· Ability to lead, support, and motivate a team in a fast-paced environment.

· Strong communication and problem-solving skills.

· Ability to remain professional and composed when handling guest complaints or challenging situations.

· Dependable, punctual, and able to take initiative.

· Ability to effectively prioritize tasks and respond to changing operational needs.

· Comfortable working collaboratively across multiple departments.

· Previous customer service, hospitality, recreation, entertainment, or leadership experience preferred.

Work Environment & Availability

· Ability to work in a fast-paced, guest-facing environment.

· Must be comfortable working indoors and outdoors in varying weather conditions.

· Must be available to work a flexible schedule, including early mornings, evenings, weekends, holidays, and special events as required by rink operations.

Compensation

$21.00/Hour

Physical Demands

This position requires the ability to lift up to 10 pounds.

About WPP

Wollman Park Partners (WPP) is a coalition of experienced New Yorkers from diverse sectors, including sports and entertainment, finance, health and wellness, and sustainability. Comprising notable organizations like Harris Blitzer Sports & Entertainment, Related Companies, Equinox, in close partnership with Great Performances + Melba’s Restaurant, YMCA, Ice Hockey in Harlem, Figure Skating in Harlem, The Boys’ Club of New York, and Green City Force. WPP is dedicated to enhancing the iconic Wollman Rink NYC (WRNYC) in Central Park. With a strong commitment to creating a vibrant, diverse, and inclusive space, WPP aims to promote equitable economic opportunities and recovery for the city.

As the operator of Wollman Rink NYC, WPP focuses on accessibility and inclusivity through thoughtful hiring practices and engaging programming. The rink will host public ice-skating sessions, youth initiatives, cultural events, and celebrations, making it a welcoming destination for both New Yorkers and visitors alike. By fostering a sense of community and celebrating the city's rich diversity, WPP strives to create a year-round destination that reflects the values and spirit of New York City.

Note: This job description outlines the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required.