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Legends Hospitality Director, Operations in New York, New York

Description

LEGENDS

Founded in 2008 as a hospitality management company, Legends has transformed into a holistic experiential services agency with more than 1,200 full-time and 30,000 seasonal team members globally. Legends has three core divisions operating worldwide: Global Planning, Global Sales and Hospitality, offering clients and partners a 360-degree platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning and realizing exceptional experiences in sports and entertainment.

LEGENDS ATTRACTIONS

Global Attractions is the newest business vertical and is quickly expanding. Starting with One World Observatory sitting high above Manhattan at the top of the tallest building in the Western hemisphere and now expanding all over the world, the Attractions vertical brings together all of Legends 360-degree capabilities to develop unparalleled experience in one awe-inspiring space, featuring some of the most spectacular views and newest technology around the world. For each location, we operate the tour experience, ticket sales, hospitality offerings, special events, and sponsorship - all to elevate the guest experience at the top. Some of the venues include One World Observatory in NYC, OUE Skyspace in LA, The View at the Shard in London, Sky View Observatory in Seattle, Skyrise Miami, and more.

ONE WORLD OBSERVATORY

Positioned at the top of One World Trade Center, the tallest building in the Western Hemisphere, on levels 100, 101, and 102 – One World Observatory provides guests with unique, panoramic views of New York City, its most iconic sites, and surrounding waters from 1,250 feet. A narrated visitor journey, through the use of technology, complements the seemingly endless views, evoking feelings of the City’s pride, hope and determination. In addition to the observatory, One World host a variety of special events and there are multiple amenities for the visitors, including Guided Tours and full-service dining options, including One Dine and One Mix and One Cafe.

Since opening, One World Observatory received awards and recognition from City Guide’s Concierge Choice Awards for Best Tourist Attraction, Themed Entertainment Association, THEA Award for Outstanding Achievement and TripAdvisor for Top U.S. Trending Summer Attraction.

THE ROLE

The Director of Operations will ensure continuity, focus and purpose to the operations of One World Observatory. Responsibilities include: direction and management of all Guest Services department employees, maintenance, overall guest experience, and all technical aspects of managing the facility, ensuring upkeep of the premises in accordance with Durst (building management) and One World Observatory guidelines. The Director of Operations additionally plans, directs, updates, manages, and coordinates all building equipment and special event operations. The person stepping into this role will perform related duties as assigned by the Senior Director, Operations.

ESSENTIAL FUNCTIONS

  • Direct, supervise and schedule all aspects of daily operations for OWO, including the Guest Services team, housekeeping, and ADA compliance. Work collaboratively with the hospitality and in-house catering teams to ensure facility readiness and seamless event execution.

  • Develop operating procedures that conform to corporate standards, customized to the specific needs of the facility and consistent with the goals and objectives of the client, facility and corporation

  • Manage subordinate supervisors and managers who oversee employees in various functions. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

  • Attend department head meetings and weekly staff meetings. Develop and maintain a harmonious working relationship with all of the other departments

  • Assist in the preparation of the annual operating budget and recommend an annual capital budget for long-range repairs and improvements to the facility. This includes aiding with project management for approved capital improvement projects.

  • Authorize the requisition of equipment and supplies within budget guidelines.

  • Know and guarantee all laws, codes, ordinances, policies, procedures, risk management, safety precautions, rules/regulations and emergency procedures are followed. Develop program to train all employees on fire/life safety and emergency procedures.

  • Investigate, analyze and resolve operational problems and complaints. Conduct periodic staff meetings to discuss procedures, problems, and policy changes.

  • Assist in the preparation and negotiation of service agreements for housekeeping services, and other operations agreements as needed. Review contracts for compliance with event and/or government specifications and suitability for occupancy.

  • Act as liaison between tenants and facility contractors as needed.

  • Plan, budget and schedule facility’s modifications including cost estimates, bid sheets, layouts and contracts for construction and conversions.

  • Inspect conversions, construction and installation progress to ensure conformance to established specifications.

  • Develop and implement maintenance schedules, emergency procedures, and safety and risk management policies.

  • Ensure facility’s fire and emergency safety systems are in operating order and compliant with all codes, ordinances and laws.

  • Lead facility efforts for compliance with OSHA, safety, and emergency policies and procedures including spearheading Safety Committee and training programs.

  • Establishes quality control initiatives in department focusing on the proper techniques, servicing, and protocol required to ensure complete customer satisfaction. Support Legends Customer Service/Guest Experience standards with said training programs.

  • Assist in overseeing activities of vendors, subcontractors, and city and county services.

  • Guide preventative maintenance efforts and monitors repair activity to minimize downtime and inconvenience to facility event activity, house contractors, and tenants.

  • Direct Chief Engineer in the assurance of maintenance of annual permit requirements (i.e. - elevator, backflow inspection, life safety to include all alarms, etc.).

  • Assist in the development of formal energy conservation and HVAC plans that include lighting upgrades, new technology enhancements, program replacements, and tighter enforcement of established energy management directives.

  • Monitor and administer department policy and procedure requirements and maintains sub-department rules of conduct.

  • Assist in the development and implementation of standard operating procedures and personnel policies for the Operations department

  • Assist with the development, management and support of the fiscal and fiduciary responsibilities to the budget for the department

  • Support Operations leadership by acting as liaison with all local and national regulatory agencies ensuring facility and corporate adherence to required ordinances (OSHA, NFPA, UBC, TDLR, ADA, and the City of New York)

  • Respond to emergency situations as needed or expected by clients and tenants

  • Assist with Event Operations, including set up, event production, and break down

  • Assist with the development of scope of work and negotiation of vendor contracts in support of building maintenance, supply requirements, and capital improvement projects

  • Act as “Manager on Duty” as assigned and “Project Manager” for all new projects

  • Assist with maintaining an exceptional relationship with all OWO and Legends partners.

QUALIFICATIONS

  • Bachelor’s Degree from a four-year college or university; preferably in Hospitality or Facilities Management

  • Must have 5+ years of progressive experience in a major public attraction, sports venue or guest facility

  • Excellent interpersonal, verbal and written communication skills; ability to communicate effectively at all levels both internally and externally

  • Proficient in Microsoft Office and Adobe

  • Able to simultaneously manage a high level of detail across multiple projects

  • Able to work independently and manage time effectively

  • Able to maintain customer confidentiality and work well within a team environment

  • Able to balance internal priorities with client expectations

  • Must have a minimum of 3 years of supervisory experience; preferably within a facility management industry

  • Knowledge of Accesso ticketing system and Salesforce is a plus

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes: medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.

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