Supervisor on Duty

Organization Overview:

The Florida Panthers are in 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 Panthers have won 11 of their past 12 postseason series and captured four Eastern Conference Championships. The organization is led by President of Hockey Operations & General Manager Bill Zito, entering his seventh season, and President of Business Operations Michael White, beginning his first full season.

Anchored by a championship culture on the ice, the Panthers are equally committed to building a world-class sports and entertainment platform off of it. The organization focuses on delivering an elite guest experience across all venues, deepening the connection between the team and the South Florida community and continuing to grow the sport for the next generation. The Panthers operate four facilities in Broward County: Amerant Bank Arena in Sunrise which is home of Panthers home games, concerts and events, Panthers IceDen in Coral Springs, the state-of-the-art Baptist Health IcePlex in Fort Lauderdale and renovated War Memorial Auditorium which hosts concerts and events year-round.

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. That foundation of selfless service shapes the organization's identity at every level. The Panthers' pillar program, "Heroes Among Us," honors a U.S. military veteran at every home game, and the Florida Panthers Foundation directs its efforts across 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 organization remains deeply committed to empowering and strengthening the diverse communities of South Florida and the tri-county area.

Job Title: Supervisor on Duty
Department: Baptist Health Iceplex - Guest Services
Reports To: Front Desk Manager
FLSA: Non-Exempt
Employment Type: Part-Time
Location: Baptist Health Iceplex

Organization Overview

The Florida Panthers are a community focused organization led by an authentic management team that served our country and now serves the South Florida community. Led by General Manager Bill Zito, the Panthers are coming off their best season in franchise history, culminating in a Stanley Cup Championship. Off the ice, the business is experiencing growth across all key metrics and our revenue is at an all-time high. The organization has grown its footprint via the renovation and expansion of the FTL War Memorial complex in downtown Fort Lauderdale. This state-of-the-art facility features two regulation-size rinks, including a new team practice rink with stadium seating, and a 3400-capacity music theatre for live entertainment. The future is bright, and we are very proud of what we are building in South Florida.

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 and Responsibilities

• Oversees 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 operations are maintained at a consistently high level of customer service and impressions.

• Oversees and supports all front desk operations, including supervision and direction of front desk attendants, interacting with customers, facilitating registrations, and answering and routing incoming phone calls.

• Oversees all public sessions, including supervision and direction of the skate guard staff and equipment, and ensuring a safe and fun experience for all guests.

• In the absence of a staff member from the presenting department, supervises drop-in activities such as freestyles, stick and puck sessions and pick up hockey games to ensure all participants are registered and paid, and all general rink rules are followed.

• Completes incident reports, engaging Security and informing Baptist Health IcePlex management team members as appropriate.

• Handles customer complaints, including appropriate routing and follow up to ensure the complaint has been adequately addressed. Utilizes Task Manager in point-of-sale communications where applicable.

• Assists in providing locker rooms (keys for keys) and making sure each locker room is clean and orderly before returning exchanging keys back.

• Knows how to turn on/off music over the ice surfaces and throughout arena.

• Debriefs with all staff on duty at the beginning of each shift and as each staff member comes on duty.

• Assists in observing any programming, operations, or security needs or concerns, and engages the appropriate department when necessary.

• Maintains a clean and organized front office. Restocks program flyers or business cards as needed and informs Front Desk Manager when any new orders are needed.

• Other duties as assigned.

Qualifications

Qualified candidates will have:

• Excellent customer service, communication and problem-solving skills.

• Strong detail orientation.

• Solid math and cash handling skills.

• Working knowledge of computers and software applications like the Microsoft suite. Experience with DaySmart or other ice arena specific software is a plus.

• Ability to handle a fast-paced environment with multiple demands at any given time.

• Ability to meet the physical demands of the job, including regular movement about the building, answering phones, creating reports, and other duties as described above.

Position Type/Expected Hours of Work

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

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. #LI-DNI

At the Florida Panthers Hockey Club, Arena Operating Company, Panthers IceDen, Sanza Food Service, War Memorial Benefit Corporation, and FLA Team Shop, we strive to make every employee feel valued and respected for who they are and the unique contributions they make. We believe that a diverse and inclusive company is a more innovative and successful company, which is why we aim to infuse diversity, equity, and inclusion (DE&I) into all aspects of our culture and our business.

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.