To apply, please email your resume to (see below) with a brief overview of your candidacy and why you are the ideal candidate for this position.
Job Summary
The Director of Food & Beverage, Customer Service, and Skate Services is responsible for overseeing all mezzanine-level operations at Wings Arena. This includes managing Food & Beverage services, customer service, skate services, and special events to ensure a seamless and exceptional guest experience. This role involves strategic planning, staffing, financial management, and daily operational oversight. Reporting directly to the CEO, the Director will optimize offerings, enhance customer satisfaction, and ensure profitability by managing the P&L and operational KPIs.
Key Roles and Responsibilities:
Food & Beverage operations
- Design and refine menu offering in collaboration with management of the Nutrition Hub Café, propose changes when needed and implement
- Manage the self-pour beverage system that will include alcoholic and non-alcoholic beverages, overall consumer experience, cleanliness and glassware, and card-processing for consumers
- Manage inventory, procurement, and vendor relationships to maintain optimal stock levels and quality.
Customer Service
- Handle customer inquiries and concerns in person and through digital channels (email, website, etc.).
- Train staff in delivering high-quality customer service.
- Oversee front desk POS transactions and ensure a smooth customer experience.
Skates Services
- Oversee all things related to skate services area, including rental skates during public skating sessions
- Manage skate sharpening services and maintain stock of essential pro-shop items.
- Ensure smooth transaction processing for rentals and merchandise sales.
Birthday parties, events, and public skating sessions
- Coordinate and execute birthday parties, corporate events, and general skate sessions. Manage staffing needs for events and programming.
Team Leadership, Staffing & Training
- Establish best-in-class operational standards and service excellence.
- Recruit, train, and mentor a high-performing team.
- Develop staff schedules aligned with rink programming (eg, general skate, events, birthday parties).
Ensure vending machines are stocked and functioning properly, addressing issues as needed.
Performs food & beverage, customer service and skate services duties as needed
Required Skills & Personal Attributes:
Food & Beverage
- Expertise in food & beverage operations, including alcohol service compliance, menu planning, guest experience, and vendor management
Customer Service
Excellent customer service skills. Strong interpersonal skills with professionalism, patience, and the ability to remain composed under pressure.
Excellent communication, active listening, and problem-solving abilities to anticipate and address customer needs effectively
Operational & Strategic Management
- Effective problem-solving skills and adaptability in a dynamic environment.
- Ability to assess vendor performance and negotiate beneficial agreements
- Experience managing budgets, P&L, and achieving KPIs.
Leadership & Communication
- Strong verbal and written communication skills.
- Proven ability to lead, inspire, and develop teams.
- Collaborative approach to working with staff, customers, and stakeholders.
Personal Attributes
- Growth mindset with a passion for continuous improvement.
- Strong sense of urgency and responsiveness.
- Reliability, punctuality, and a proactive work ethic.
- Positive, team-oriented attitude with a commitment to excellence.
Qualifications
- Minimum 5 years of experience in food & beverage operations and customer service.
- Knowledge of alcohol service regulations in an environment with minors present.
- Familiarity with skate services operations is preferred but not required.
- Minimum 3 years of experience leading teams with a track record of performance improvement.
- Proficiency in Microsoft Office Suite (Word, Excel, Email).
Job requirements
- This is an on-site position
- Must have the ability to work evenings and weekends as required by rink operations
- Schedule will vary based on rink operations and programming needs
- Expected Start Date: May 12 or 19, 2025
This role offers an exciting opportunity to lead a team, create memorable customer experiences, and contribute to the success of Wings Arena. If you are passionate about hospitality, customer service, and operational excellence, we encourage you to apply.
What we offer
- Competitive salary based on experience, including a bonus component based on KPIs
- Career development opportunities
- Employee benefits, including health insurance and retirement benefits, PTO
We value diversity
At Wings Arena, we believe our differences make us stronger. We foster an inclusive, respectful, and collaborative environment where diverse perspectives drive growth. We welcome applications from all qualified candidates, ensuring fair and equal opportunities for everyone.
About the Nutrition Hub Café at Wings Arena
The Nutrition Hub Cafe will be a go-to spot for athletes and visitors alike, offering a balance of nutritious healthy options that support athlete performance alongside convenient, delicious choices for all guests to enjoy.
Our selection will emphasize high-quality products, including smoothies, premium coffee and tea, healthy grab-and-go snacks, and other light bites. Enhancing the experience, a unique self-pour beverage system with 21 taps will provide a variety of alcoholic and non-alcoholic drinks, ensuring both convenience and choice.
About the Skate Services at Wings Arena
The skate services area will offer rental skates for guests during general skating sessions, along with skate sharpening services. It will also feature a few essential pro-shop items, such as laces, neck guards, mouth guards, and a limited range of merchandise.
About Wings Arena
At Wings Arena, our mission is to foster a love for ice sports while providing a top-quality experience for the community, the athletes, and the patrons that visit us.
Opening in the Summer of 2025, Wings Arena aims to be one of the premier ice rinks in the Northeast by offering exceptional ice quality, outstanding customer service, and a superior guest experience in a clean, modern facility.
Our two-story facility features a 300-seat capacity with two viewing areas, an off-ice training room with synthetic ice, and a dedicated video room for skill development. We also offer skate rentals, skate services, and a Nutrition Hub Café providing healthy options for athletes and visitors.
Wings Arena will serve as a hub for ice sports, offering learn-to-skate programs, public skating sessions, birthday parties and events, and comprehensive hockey and figure skating programs for all ages and skill levels, from beginners to advanced athletes.