THE ALL-IMPORTANT RINK GUARD T
he rink guard (skate guard or ice monitor) is one of the most important roles in the ice arena. Often the rink guard is the first or one of the
primary points of contact for your customers. In fact, the interaction with your rink guards and front desk staff will likely have a much greater impact on the overall customer experience than any manager might have. The primary
job of
today’s rink guard is still the enforcement of rules and the creation of a safe skating environment. In addition, he or she must have excellent customer service and communication skills, may act as a teacher, should have the ability to entertain your customers and may be a key component in any emergency situation. When hiring for these positions, you must find mature, responsible and outgoing people who you can train to be the face of your arena. Candidates should have,
The primary job of today’s rink guard is still the enforcement of rules and the creation of a safe skating environment.
or be encouraged to obtain, certifications in CPR and first aid. Te arena should offer its own classes in emergency procedures, first aid and CPR during the year to refresh staff on how to conduct themselves in emergency situations. Te teaching process for a rink guard should include
classroom time, off-ice observation, shadowing with a more experienced staff member and hands-on experience with real-time evaluation by managers and peers. Written exams also serve as an effective training tool. During the education process, managers should stress the importance of uniforms, punctuality, grooming and customer service.
24 All rink guards should be familiar with the arena’s
rules and must be vigilant about enforcing them as well as following through with the rink’s disciplinary measures. Rink guards should be familiar with the various
programs at the arena including learn-to-skate classes, learn-to-play hockey classes, leagues and camps. As ambassadors of the arena, they will often be asked questions about these programs. If they do not know the answer to a question, they should either find out the answer or direct the customer to the appropriate personnel for further assistance so that the question may be answered in a timely fashion. Increasingly, cus-
tomers are looking for more from their public session experience. They want value for their money and a reason to come back to your arena. To enhance their skating experience, rink monitors can run trivia contests for customers, play games (Simon Says; Red Light, Green Light; karaoke, etc.), organize scavenger hunts or lead skills demonstrations. Public sessions should be an important feeder
A properly trained staff of rink guards, who are mature, responsible and personable, will go a long way toward making public sessions enjoyable and productive.
program for your arena. In this day and age of mobile phones, video games and reality TV, now, more than ever, you must make your public sessions entertaining and enticing for customers. A properly trained staff of rink guards, who are mature, responsible and personable, will go a long way toward making public sessions enjoyable and productive.
For more information on how to ensure that your rink guards are effective customer-facing employees, please email
orders@skateisi.org for a free digital Rink Guard Training Manual.
ISI EDGE SUMMER 2016
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