VP, Operations (Empire State Building)

Empire State Realty Trust • New York, NY

286d • $160,000 - $185,000

About The Position

ESRT seeks a senior operations leader who is a results-oriented professional to join the Empire State Building Observatory (ESBO) as Vice President, Operations. The ideal candidate is a visionary leader who will drive operational excellence, strategic planning, and process improvements to enhance the visitor experience and departmental efficiencies. The goal is to enhance overall productivity and performance, which ultimately contribute to a better visitor experience and the organization's overall success. The role ensures the seamless operation of facilities, visitor services, security, information technology (IT), and commercial partners. The successful candidate will demonstrate exceptional leadership, prioritize organizational objectives, enhance communication, foster team collaboration, drive innovation, and ensure the team achieves the highest standards of visitor satisfaction.

Requirements

• Bachelor's degree or relevant experience, preferably with 10-15 years of demonstrated success in the hospitality/entertainment industry with 5 years or more in a leadership role
• Ability to demonstrate track record for hands-on, results driven, professional behaviors to indicate good prospects for success in our team-oriented environment
• Open and innovative mindset, with the ability to multi-task and work well under pressure and adhere to deadlines
• Must be able to communicate in written and oral format
• Proficiency in the Microsoft suite to include Excel, Power Point, and Word
• Working understanding of arrival patterns at a timed ticketing attraction is preferred but not required

Nice To Haves

• Experience working with ticketing platform, Ventrata, is a plus

Responsibilities

• Provide leadership, strategy, and direction for all operational functions of the Observatory
• Develop and implement operational best practices across the entire department
• Lead the operations team, comprised of approximately 100 non-union and union employees, in all aspects which includes: shift schedules with dynamic staff adjustments based on visitor volume, to performance reviews
• Oversee operations of the Observatory
• Maintain operational and performance standards to produce a quality experience through service and facility standards; direct and interface with Empire State Building provided security, maintenance departments and partner commercial operations
• Ensure high-quality visitor experiences for all touch points within the Observatory
• Conduct training for the Guest Services team and develop processes to ensure safety and security, enhance operational efficiency, and provide direct oversight of both the management team and front-line personnel
• Participate in the annual budget process and direct the strategic elements of the budget, monitor financial performance, report key metrics and develop plans to meet operational budget goals
• Partnership with department leaders to include the SVP of Marketing and PR, VP of Business Development, Travel Trade, VP of Revenue, VP of Financial Planning and Analysis, VP of IT, and the Senior Accounting Manager

Benefits

• Competitive base salary and bonus
• Health/Dental/Vision insurance
• Company sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance
• Voluntary Enhanced LTD Program
• Voluntary Hospital, Accident, and Cancer Programs
• 401(k) with 100% match up to 5%
• Paid parental leave
• Pre-tax transit accounts
• Employee Assistance Program for emotional, financial, and legal support
• Generous paid time off
• Flex Summer Fridays
• Employee engagement programs
• Volunteer time off
• Continuing education
• Complimentary Empire State Building Observatory access
• Complimentary gym membership and other wellness benefits
• Employee Discount Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Real Estate
• Education Level: Bachelor's degree