Guest Service Team Member

Be the first smile they see. Be the reason they come back.

The Ice Factory is looking for upbeat, friendly, and all-in team players to join our Guest Service crew — the heartbeat of our rink experience. This isn’t about standing around behind a counter. It’s about creating moments, building connections, and keeping things moving with energy and purpose.

If you love making people feel welcome, take pride in your work, and aren’t afraid to jump in where needed — we’ve got a spot for you.

️ What You'll Do:

• Greet every guest like they just walked into the coolest place on Earth (because they did)

• Know our programs inside and out — and share accurate, confident info when asked

• Don’t just point — walk guests a few steps in the right direction and make them feel at home

• Always look for ways to say “yes” — as long as it doesn’t break a rule or policy

• Keep skate rental clean, organized, and professional

• Hand out the right size skates after making sure they’re in good condition.

• Assist in maintaining rental skates. Assuring they are in proper condition by replacing laces and insoles, and inspecting each skate for 

• Tie skates with a smile — even when your fingers are tired — and make small talk that makes people feel at ease

• Keep the entry area and lobby looking sharp, welcoming, and on-brand

• Make sure our glass is spotless (yes, guests notice!)

• Jump in anywhere help is needed — no hesitation, no ego

• Be present, be helpful, and make the guest experience unforgettable

Who You Are:

• Naturally friendly and welcoming — people gravitate to you

• Quick to take action, eager to help

• You remember names, faces, and little details

• You move fast, stay focused, and keep things clean

• You love a tidy skate rack and a crystal-clear pane of glass

• You take pride in helping people feel confident and comfortable

• You show up early, stay present, and carry yourself like a pro

Perks You’ll Love:

• Flexible scheduling (perfect for students!)

• Ongoing training + skill-building

• Opportunity for growth in a fun, team-driven environment

• Complimentary ice time + program perks

• Supportive team and leadership that’s got your back

• A paycheck (but more importantly, a purpose)

Job Standards:

• Always go beyond just answering — guide, walk, and engage

• Always be in uniform and wearing your radio — tuned in and professional

• Always look for ways to improve the guest experience without cutting corners

• Always keep the rink clean, safe, and looking exceptional

• Always stay in the moment — phones down, eyes up

• Always have fun — but know when it’s go time

This Role is NOT for You If:

❌ You don’t enjoy interacting with new people
❌ You’re not comfortable jumping into new tasks or moving fast
❌ You’re more into avoiding chores than helping out
❌ You struggle to follow routines or stay on task
❌ You see “cleaning glass” and think, “not my job”

Still with us?

Then you might be exactly who we’re looking for. Bring the energy, own the details, and help us build the kind of guest experience that makes people say, “We’re definitely coming back.”

Apply now and help us create magic — one guest at a time.

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