General Manager - One World Observatory

ASM Global•New York, NY

13d•$225,000 - $240,000•Onsite

About The Position

The General Manager is the senior on-site leader responsible for One World Observatory and Legends-managed tenant amenity facilities, with primary accountability for financial results, revenue growth, operational excellence, and guest experience. The role owns business plans and P&Ls and leads strategies to increase attendance and utilization, ticket and event revenue, per-capita spending, commercial revenue, and overall profitability. The General Manager leads the Legends Global team and serves as the senior day-to-day relationship leader across a complex environment involving the Port Authority, building landlord, union partners, and other stakeholders. The role also provides executive oversight of an off-site amenity facility at 151 and tenant amenity space within the One World Observatory building. This is an on-site leadership position based primarily at One World Observatory in New York, with regular presence required at 151 and other Legends-managed tenant amenity facilities. Limited travel may be required for business meetings, training, and partner engagement. The position requires flexibility to work evenings, weekends, holidays, and high-volume periods according to business and attraction needs.

Requirements

At least 7 years of progressive senior leadership experience in attractions, tourism, hospitality, entertainment, venue management, or another high-volume consumer-facing business.
Demonstrated experience leading a complex, multi-facility operation with full P&L accountability and direct responsibility for measurable revenue growth and profitability.
Strong commercial orientation and a record of growing attendance and utilization, ticket revenue, per-capita spending, group and special-event revenue, tenant-amenity performance, or comparable consumer-business measures.
Proven ability to manage relationships with sophisticated clients, property owners, landlords, labor, government agencies, and other stakeholders.
Experience leading effectively in a union environment, including practical knowledge of labor relations and collective bargaining agreement administration.
Demonstrated success leading large, cross-functional teams and developing accountable, high-performing leaders.
Strong financial and analytical capability, including the ability to translate business data into clear commercial and operating actions.
Ability to balance financial performance, stakeholder expectations, employee engagement, operational execution, risk management, and guest experience.
Flexibility to work evenings, weekends, holidays, and high-volume periods based on business and attraction needs.
Ability to maintain an on-site presence at One World Observatory and regular oversight and presence at 151 and other tenant amenity facilities.
Ability to respond to time-sensitive operating, stakeholder, labor, guest, and tenant issues.

Responsibilities

Own the full P&L and financial performance of One World Observatory and Legends-managed tenant amenity facilities, including revenue, expenses, labor, profitability, budgeting, forecasting, and long-range planning.
Develop and execute strategies to grow attendance, utilization, admission revenue, per-capita spending, group sales, events, hospitality, retail, tenant business, and other commercial revenue.
Establish financial and operating targets; review results against budgets and forecasts; identify risks and opportunities; and lead action plans to address performance gaps.
Partner with ticketing, sales, marketing, hospitality, partnerships, finance, and corporate resources to identify and execute growth opportunities.
Oversee operating expenses, staffing, labor deployment, purchasing, and capital needs while protecting guest and tenant experience.
Lead One World Observatory as a compelling, relevant, safe, and commercially successful attraction, with focus on the full guest journey.
Use guest feedback, operating data, market trends, attendance patterns, and commercial performance to improve the attraction and visitor experience.
Ensure high standards for service, safety, cleanliness, presentation, security, emergency preparedness, and operational execution.
Serve as senior relationship lead for the client and key stakeholders, maintaining transparent, productive, solutions-oriented relationships.
Maintain regularly scheduled meetings with the landlord about property operations, building matters, capital priorities, business needs, and issues affecting the attraction.
Align business objectives with property requirements, contractual obligations, labor considerations, and stakeholder priorities; ensure stakeholder issues are owned, communicated, escalated, followed through, and resolved.
Develop constructive labor relationships and lead effectively in a union environment.
Lead strategy and performance across the Observatory and tenant amenity facilities, ensuring operating decisions support financial objectives, stakeholder commitments, and guest and tenant experience.
Set operating standards, performance measures, reporting routines, and accountability across the Observatory, 151, the in-building tenant amenity space, and functional areas.
Ensure compliance with management and property agreements, company policies, safety requirements, emergency procedures, union agreements, and regulatory obligations.
Identify opportunities to improve efficiency, cross-functional coordination, risk management, and long-term business value.
Provide executive oversight of tenant amenity operations and ensure each facility meets its financial, operational, service, and stakeholder commitments.
Maintain accountability through designated on-site leaders, including the General Manager at 151 and the Director of Group Sales or designated group sales leader for the in-building tenant amenity space.
Lead, develop, and hold accountable the leadership teams for the Observatory and tenant amenity facilities, setting clear priorities and measurable performance expectations.
Build a high-performance culture focused on business ownership, guest focus, collaboration, communication, and continuous improvement.
Build leadership bench strength and succession plans; partner with Human Resources on staffing, talent development, performance management, and employee engagement.
Ensure leaders understand their responsibility for financial, operational, people, and guest-experience results.
Remain visible and engaged across facilities and respond to time-sensitive operating, stakeholder, labor, guest, and tenant issues.