Operations Manager | One World Observatory
About The Position
The Operations Manager is responsible for leading the daily operations of assigned departments, ensuring the consistent delivery of exceptional guest experiences while maintaining operational efficiency, service standards, payroll accuracy, and compliance with company policies and procedures. This role provides leadership and direction to front-line and supervisory team members, oversees staffing and operational processes, and partners with venue leadership to achieve business objectives. The Operations Manager serves as a visible leader, fostering a culture of accountability, collaboration, safety, and service excellence. One World Observatory, positioned atop One World Trade Center, offers 360-degree views of the New York skyline from the tallest building in the Western Hemisphere. Visitors are invited start their journey to the top in the SkyPod™ Elevators that depict the rise of NYC in just 47 seconds, experience the sights and sounds of the city in the See Forever™ Theater or discover something new from the Observatory's team of tour guides at City Pulse. The space also features ONE Dine, a view restaurant and bar, offering elevated American cuisine and a selection of beers, wines, and specialty cocktails. The private event space, ASPIRE at One World Observatory, offers 9,000 square feet of private event space with unparalleled views for up to 450 guests.
Requirements
- Bachelor's degree in Hospitality Management, Business Administration, Operations Management, or a related field preferred.
- Minimum three (3) years of operations management, hospitality, attractions, entertainment, retail, food and beverage, or related leadership experience required.
- Experience with labor planning, payroll administration, operational reporting, and point-of-sale systems preferred.
- Strong leadership, coaching, team-building, and employee development skills.
- Excellent organizational, communication, and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
- Strong analytical, problem-solving, and decision-making abilities.
- Strong guest service focus and ability to build effective working relationships with team members, clients, vendors, and all levels of management.
- Proficiency in Microsoft Office Suite and working knowledge of point-of-sale systems, scheduling software, and operational reporting tools.
- Ability to maintain accuracy, attention to detail, and accountability when managing payroll, operational reporting, and departmental resources.
- Ability to adapt to changing business needs and operational priorities.
- Ability to work a flexible schedule, including evenings, weekends, holidays, and extended hours as business needs require.
- Ability to stand and walk for extended periods; frequently bend, stoop, kneel, reach, push, and pull; lift and carry up to 50 pounds; and work safely in a fast-paced environment.
Nice To Haves
- Bachelor's degree in Hospitality Management, Business Administration, Operations Management, or a related field preferred.
- Experience with labor planning, payroll administration, operational reporting, and point-of-sale systems preferred.
Responsibilities
- Oversee the daily operation of assigned departments and service areas to ensure efficient, safe, and effective operations.
- Develop and manage staffing plans, schedules, and labor resources to support operational needs while maintaining payroll accuracy and labor cost controls.
- Maintain service, quality, and operational standards through regular inspections, audits, and ongoing evaluation of departmental performance.
- Investigate and resolve guest concerns in a timely and professional manner, implementing corrective actions as necessary.
- Support the maintenance and protection of company assets, equipment, and facilities through preventative maintenance and operational best practices.
- Foster effective communication and collaboration among team members, department leaders, clients, and business partners.
- Assist in the development and implementation of initiatives that improve operational efficiency, guest satisfaction, employee engagement, and financial performance.
- Ensure point-of-sale systems and operational reporting tools are properly maintained and utilized.
- Ensure compliance with all company policies, procedures, safety standards, and applicable regulatory requirements.
- Assist with the recruitment cycle, specifically onboarding, training, coaching, and developing team members to support operational excellence and succession planning.
- Prepare and review operational reports, analyze performance metrics, and recommend improvements to leadership.
- Perform other duties as assigned by leadership.
- Directly supervise team members and operational supervisors as assigned.
- Interview, onboard, train, coach, schedule, evaluate, and develop team members.
- Address performance concerns and administer corrective action in accordance with company policies.
- Foster a positive, collaborative, inclusive, and guest-focused work environment.
Benefits
- medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
