Supervisor on Duty

Supervisor On Duty

The Florida Panthers enter their 33rd season in 2026-27 as one of the National Hockey League's premier franchises. As back-to-back Stanley Cup champions in 2024 and 2025, the Cats have emerged victorious in 11 of their past 12 postseason series and have captured four Eastern Conference championships. The Panthers are led by President of Hockey Operations & General Manager Bill Zito entering his seventh season, and President of Business Operations Michael White who begins his first full season.

An organization with deep roots in the community, the Panthers are owned by Vincent J. Viola, a graduate of the United States Military Academy at West Point and a veteran of the U.S. Army. Emphasizing a culture of selfless service both on and off the ice, the Panthers pillar program, "Heroes Among Us," honors a United States military veteran at every game. The Florida Panthers Foundation focuses on four core pillars: veterans' affairs; children's health and education; raising awareness for the endangered Florida Panther; and growing youth hockey throughout the region. The Panthers remain committed to empowering our fans to live sustainably and to strengthen the resiliency of our diverse communities throughout Florida and the tri-county area.

Job Summary

The Supervisor on Duty provides front-line supervision of the guest experience journey throughout the building during each scheduled shift, including employee oversight and customer interface. The Supervisor on Duty maintains a strong service orientation in dealing with customers to provide accurate information and receive timely feedback. This position is available to staff members to attend to immediate issues as they arise and communicates as appropriate with Baptist Health IcePlex management team members.

Essential Duties & Responsibilities

• Oversee the general operation of the Baptist Health IcePlex during each shift by regularly walking the building, observing conditions, communicating with customers and employees, and ensuring a consistently high level of customer service
• Oversee and support all front desk operations, including supervision and direction of front desk attendants, interacting with customers, facilitating registrations, and answering and routing incoming phone calls
• Oversee all public sessions, including supervision and direction of skate guard staff and equipment, ensuring a safe and fun experience for all guests
• In the absence of a presenting department staff member, supervise drop-in activities such as freestyles, stick and puck sessions, and pick-up hockey games to ensure all participants are registered, paid, and following general rink rules
• Complete incident reports, engaging Security and informing Baptist Health IcePlex management team members as appropriate
• Handle customer complaints, including appropriate routing and follow-up to ensure each complaint has been adequately addressed; utilize Task Manager in point-of-sale communications where applicable
• Assist in providing locker rooms (keys for keys) and ensure each locker room is clean and orderly before returning keys
• Operate music over ice surfaces and throughout the arena as needed
• Debrief with all staff on duty at the beginning of each shift and as each staff member comes on duty
• Observe programming, operations, and security needs or concerns; engage the appropriate department when necessary
• Maintain a clean and organized front office; restock program flyers or business cards as needed and inform Front Desk Manager when new orders are required
• Other duties as assigned

Qualifications

• Excellent customer service, communication, and problem-solving skills
• Strong detail orientation
• Solid math and cash handling skills
• Working knowledge of computers and Microsoft Office Suite; experience with DaySmart or other ice arena-specific software is a plus
• Ability to handle a fast-paced environment with multiple competing demands
• Ability to meet the physical demands of the job, including regular movement throughout the building, answering phones, and creating reports

Work Environment

This position works in a professional ice hockey practice facility where the noise level is generally high, crowd traffic is heavy, and temperatures are often cold. Lights are bright or dark with occasional exposure to flashing lights.

Position Type / Expected Hours of Work

This is a part-time, non-exempt (hourly) position. Must be able to work a flexible, irregular schedule including early mornings, nights, weekends, and holidays to ensure proper oversight of events and activities scheduled in the arena.

We welcome all to apply and join our team.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.