General Manager - One World Observatory

Legends Global•New York, NY

12d•Onsite

About The Position

The General Manager is the senior on-site leader responsible for One World Observatory and Legends-managed tenant amenity facilities in the property portfolio. The role is accountable for financial results, revenue growth, operational excellence, and guest experience across the businesses. The General Manager owns business plans and P&Ls and leads strategies to increase attendance and utilization, ticket and event revenue, per-capita spending, commercial revenue, and profitability. The General Manager leads the Legends Global team and serves as the senior day-to-day relationship leader in a complex environment involving the Port Authority, building landlord, union partners, and other stakeholders. The position also provides executive oversight of an off-site amenity facility at 151 and tenant amenity space within the One World Observatory building. Success requires disciplined financial leadership, a commercial mindset, proactive stakeholder communication, and a consistent focus on delivering a premier New York attraction experience.

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 sophisticated client, property owner, landlord, labor, government-agency, and other stakeholder relationships.
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.

Responsibilities

Own the full P&L and financial performance of One World Observatory and the Legends-managed tenant amenity facilities, including revenue, expenses, labor, profitability, budgeting, forecasting, and long-range planning.
Develop and execute strategies to grow attendance and utilization, admission revenue, per-capita spending, group sales, tenant and special events, hospitality, retail, and other commercial revenue.
Set financial and operating targets, review results against budget and forecast, identify risks and opportunities, and lead action plans to address performance gaps.
Partner with ticketing, sales, marketing, hospitality, partnerships, finance, and corporate teams 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 premier attraction and continuously improve the guest journey using feedback, operating data, market trends, attendance patterns, and commercial performance.
Ensure high standards for service, safety, cleanliness, presentation, security, emergency preparedness, and operational execution.
Serve as the senior relationship lead for the client and other key stakeholders, maintaining transparent, productive, solutions-oriented relationships.
Maintain a structured meeting cadence with the landlord concerning 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 issues have clear ownership, communication, escalation, follow-through, and resolution.
Develop constructive labor relationships and provide effective leadership in a union environment.
Lead strategy and performance across One World Observatory and tenant amenity facilities, establishing operating standards, performance measures, reporting routines, and accountability.
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 the 151 facility and tenant amenity space within the One World Observatory building, ensuring financial, operational, service, and stakeholder commitments are met.
Maintain accountability for amenity facility performance through designated on-site leaders, including the General Manager at 151 and the Director of Group Sales or designated group sales leader for the One World Observatory tenant amenity space.
Lead, develop, and hold accountable the leadership teams responsible for One World Observatory and tenant amenity facilities, setting priorities and measurable performance expectations.
Build a high-performance culture centered on business ownership, guest focus, collaboration, communication, and continuous improvement.
Develop leadership depth and succession plans, partnering with Human Resources on staffing, talent development, performance management, and employee engagement.