Customer Service Expectations

Our Goal: Every Guest Leaves Smiling

Every person who comes to the rink, first-time skater or experienced skater, deserves a positive and safe experience. Your friendliness, patience, and professionalism create a safe and fun environment that keeps guests coming back.

The CARD Customer Service Standard

We treat everyone with Respect, Enthusiasm, and Helpfulness. This means:

• Smile and greet each guest warmly.

• Listen before reacting. Every situation has context.

• Be proactive and stay safe. If you see something, say something. Let's keep each other safe.

• Keep it fun. Your attitude sets the tone for the whole rink.

Handling the Public

Greetings Matter

• "Hi there, welcome in!"

• "How’s it going out there? Having fun?"

Answering Questions

• Know our policies, pricing, and schedules.

• If you are unsure, say: "Great question, let me double-check with my supervisor."

Assisting Guests

• Help tie skates, direct guests to rentals or restrooms, and check ice flow before letting new skaters enter.

• Stay visible, approachable, and attentive to your coverage area.

Handling Uncomfortable Scenarios

• Everyone deserves to feel safe and respected here. 

• If a guest is disrespectful, abusive, or harassing anyone, please alert the lead coordinator or director right away. 

Rule Enforcement: Kind but Firm

Safety comes first, and we protect the vibe while we protect people.

• Use clear, calm, respectful language. Never shame or yell.

• Start with a friendly reminder:
  "Hey, I need you to slow it down a bit. There are lots of little ones out right now. Thanks!"

• Escalation ladder:

  1. Friendly reminder

  2. Final warning with a clear consequence ("If it continues, we will need you to step off the ice for a break.")

  3. Call a director or supervisor

De-Escalation & Difficult Situations

• Keep your voice steady and non-confrontational.

• Listen first. Many guests simply want to be heard.

• Use empathy: "I understand this is frustrating. Let’s figure out how to make this right."

• If someone becomes aggressive, do not argue. Call a supervisor or security immediately. Our goal is to defuse, not to win.

Service Recovery (When Something Goes Wrong)

Use L.A.S.T.

• Listen: Let them share without interruption.

• Apologize: "I’m sorry for the hassle."

• Solve: Offer the approved fix, for example a skate swap or timing adjustment.

• Thank: "Thanks for your patience. We appreciate you."

Authority & Boundaries: Staff may [insert what staff can authorize, for example skate swaps or seat changes]. Supervisors handle [insert items such as refunds, credits, or comp passes].

Special Situations

• Lost child: Stay with the child in a visible area and notify a supervisor immediately.

• Accessibility or adaptive skaters: Ask before assisting. Never move devices without permission. Offer options such as benches or quiet areas.

• Photos of minors: Only with guardian permission. Staff do not step onto the ice to take photos.

Radio & Documentation

• Use neutral radio language. Example: "Supervisor to rinkside for guest assist, non-urgent."

• File incident notes for injuries, removals, or disputes before the end of your shift, following policy.

Queue, Capacity, and Closing Time

• Keep lines moving with quick check-ins. Example: "Next up for size 7 skates."

• At capacity: "Thanks for your patience. As soon as a few guests exit, we will bring in the next group."

• Closing transition: "Last song. Please begin heading off the ice. Skate returns are to the right. Thanks for skating with us."

Make It Memorable

• Compliment progress. Example: "Nice work on that stop."

• Smile when you speak. Keep the energy upbeat. Music, smiles, and laughter are contagious.

When in Doubt, Ask for Help

If you are unsure how to handle something, loop in a supervisor or teammate. It is better to ask than to guess and risk an unhappy or unsafe situation.

Social Media Policy

When posting on social media, remember you represent the rink both on and off the ice. Keep all posts respectful and positive—never share photos or videos of guests, coworkers, or behind-the-scenes areas without permission. Don’t post anything that could be seen as rude, unsafe, or damaging to the rink’s reputation. If you’re unsure about a post, check with your supervisor first.

Media Policy

If anyone from the media asks you questions or wants to interview you about the ice rink, do not provide comments or information about their inquiry. Instead, respond politely by saying:

• “Thank you for the inquiry. Unfortunately, I'm not authorized to comment on the situation. May I take your contact information to share with our CARD Supervisor overseeing the Ice Rink?”

Always notify the onsite director, coordinator, or supervisor right away if a media representative reaches out to you. This helps ensure all information shared about the rink is accurate and consistent.