Vice President | Experiences & Attractions

Jamestown Management Corporation•New York, NY

1d•Onsite

About The Position

The Vice President, Experiences & Attractions owns day-to-day operations, guest experience, and commercial performance for guest-facing experiences at One Times Square. Reporting to the SVP/GM, One Times Square, the VP sets operating standards, builds and leads the team, and is accountable for guest satisfaction, revenue, margin, and safety. The role covers venue operations, guest experience, team leadership, financial management, and vendor partnerships, with the goal of making each experience a must-visit New York City destination. This hands-on leadership role partners with the heads of Financial and Technology Operations and Marketing & Revenue, as well as the Wedding and Event Business, to ensure that the experiences sold are delivered. The VP develops strategic plans and service standards, leads daily operations, manages facilities, risk, labor, ticketing and admissions, and ensures compliance with applicable food handling, health, safety, accessibility, insurance, and licensing requirements. The VP defines and measures guest experience standards; develops feedback, service recovery, and staff training programs; and manages budgets, forecasts, labor, margins, contracts, procurement, and vendor relationships. The role also collaborates on marketing, revenue management, promotions, partnerships, and media opportunities, while hiring, developing, and engaging a high-performing service team. The position requires flexibility for evenings, weekends, holidays, major events including New Year's Eve, and occasional travel.

Requirements

10 or more years of progressive operations leadership at a high-volume attraction, museum, immersive venue, theme park, retail, or hospitality property, including at least 5 years at the General Manager or senior leadership level.
Proven success running high-volume, premium-service destinations in a dense urban environment.
Full P&L ownership and strong budgeting, forecasting, labor, and cost-control skills.
Hands-on experience with ticketing systems and box office best practices.
A track record of improving guest satisfaction, reviews, and repeat visits.
Experience launching new experiences or business lines from concept through opening and stabilization.
Experience building inventory and replenishment systems for food or retail environments.
Strong leadership, organizational, and communication skills, with sound judgment in ambiguous, fast-moving situations.
Demonstrated success leading and engaging large, diverse frontline teams.
Proficiency with venue software, POS systems, Microsoft Office, CRM, and survey tools; fluency with dashboards and operational data.
Ability to work both on the floor with the team and with ownership.
Ability to stand and walk for extended periods and lift up to 50 lbs.
Flexibility to work evenings, weekends, holidays, and major events, including New Year's Eve.

Nice To Haves

Bachelor's degree in hospitality, business, or a related field, or equivalent work experience.
Experience at a destination with 1 million or more annual visitors.
Familiarity with NYC food handling requirements.
Multilingual skills.

Responsibilities

Develop and execute strategic plans to make each experience a top-tier, must-see attraction.
Translate brand standards into service delivery and ensure guest-facing touchpoints match the desired positioning.
Partner with Marketing to evolve offerings and optimize growth.
Develop the service vision for One Times Square Operations and Venue Management.
Lead daily operations across experiences from opening to close, setting clear standards, procedures, and accountability.
Build operating playbooks, standard operating procedures, and checklists that can scale as new experiences launch.
Lead cross-functional operations across attractions and experiences.
Keep facilities show-ready, including cleanliness, safety, compliance, and vendor management.
Ensure compliance with NYC food handling requirements and applicable health, safety, accessibility, insurance, and licensing rules.
Manage operational risk and business continuity, including product spoilage and damage, and maintain and drill emergency and crisis plans.
Own labor strategy, including scheduling, staffing models, cost controls, and peak-event surge planning.
Oversee ticketing, admissions, and box office operations.
Partner with Security and Property Management on crowd flow and building access.
Define, measure, and protect a strong guest experience at every touchpoint.
Champion personal and meaningful guest interactions.
Build feedback systems using reviews, surveys, mystery shops, and real-time service recovery.
Track NPS, review ratings, complaint resolution, and repeat visits, and take action based on results.
Train and empower staff to anticipate guest needs and exceed expectations.
Manage budgets, forecasts, labor, margins, and reporting.
Drive revenue through booking conversion and upselling premium experiences.
Manage contracts, procurement, and vendor relationships to support quality and cost efficiency.
Use dashboards and data to identify trends and inform decisions.
Work with Marketing and Revenue Management on advertising, PR, partnerships, and capacity optimization.
Support promotional campaigns, influencer activations, and media opportunities.
Partner with the Wedding and Event business to ensure sold offerings are delivered.
Hire, train, and develop a best-in-class service team and a strong bench of managers.
Run an employee engagement program.
Set clear expectations, provide honest feedback, recognize employees, and coach with high standards and care.
Foster a collaborative, inclusive, and positive culture.
Manage relationships with wedding and event partners, operators, and outside agencies.
Collaborate with Legal, Asset Management, Finance, Technology & Business Systems, and Development & Construction on build-outs, openings, and building-wide initiatives.