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. Supervisor on Duty Organization: Florida Panthers Hockey Club Department: Baptist Health IcePlex — Guest Services Reports To: Front Desk Manager FLSA Status: Non-Exempt (Hourly) Employment Type: Part-Time Location: Baptist Health IcePlex, Fort Lauderdale, FL — On-Site Schedule: Flexibility required for early mornings, evenings, weekends, and holidays 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 lock…