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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in operations leadership within high-volume attractions, focusing on guest satisfaction, revenue management, and compliance with safety and health regulations. Proficient in developing strategic plans, managing budgets, and leading diverse teams to enhance service delivery and operational efficiency.
Highest-signal resume keywords
Operations LeadershipGuest Experience ManagementP&L OwnershipTicketing Systems ExpertiseTeam Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
BudgetingForecastingCost ControlInventory ManagementOperational Risk ManagementCompliance ManagementService Recovery SystemsData AnalysisSOP DevelopmentVendor Management
Soft Skills
LeadershipCommunicationOrganizational SkillsCollaborationProblem-Solving
Tools & Technologies
Venue SoftwarePOS SystemsMicrosoft OfficeCRM ToolsSurvey Tools
Industry Keywords
HospitalityAttraction ManagementHigh-Volume OperationsNYC Food HandlingEvent Management
About the role
Key responsibilities & impact- Own day-to-day operations, guest experience and commercial performance for guest-facing experiences at One Times Square
- Set operating standards, build the team and drive guest satisfaction, revenue, margin and safety
- Develop and execute strategic plans for top-tier, must-see attractions
- Ensure brand standards translate into service delivery across guest-facing touchpoints
- 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 all experiences from opening to close
- Build operating playbooks, SOPs and checklists for new experiences
- Lead cross-functional operations across attractions and experiences
- Ensure facilities are show-ready, including cleanliness, safety, compliance and vendor management
- Ensure compliance with NYC food handling, health, safety, accessibility, insurance and licensing rules
- Manage operational risk and business continuity, including emergency and crisis plans
- Own labor strategy, 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 and protect guest experience standards and service recovery systems
- Track NPS, review ratings, complaint resolution and repeat visits
- Train and empower staff to anticipate guest needs and exceed expectations
- Manage budgets, forecasts, labor, margins and reporting
- Drive revenue through booking conversion and premium-experience upselling
- Manage contracts, procurement and vendor relationships
- Use dashboards and data to identify trends and make decisions
- Collaborate 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 align sales and delivery
- Hire, train and develop the service team and management bench
- Run an engagement program and foster a collaborative, inclusive culture
- Manage relationships with 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
Requirements
What you’ll need- Bachelor's degree in hospitality, business or a related field preferred or equivalent work experience
- 10+ years in progressive operations leadership at a high-volume attraction, museum, immersive venue, theme park, retail or hospitality property
- 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 with strong budgeting, forecasting, labor and cost control skills
- Hands-on experience with ticketing systems and box office best practices
- Track record of lifting 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
- Familiarity with NYC food handling requirements
- Strong leadership, organizational and communication skills
- Demonstrated success leading and engaging large, diverse frontline teams
- Proficient with venue software, POS systems, Microsoft Office, CRM and survey tools
- Fluent with dashboards and operational data
- 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
- Regular, reliable attendance is essential
Benefits
Comp & perks- Bonus at 25%
- Equal opportunity workplace
- Company policies and procedures supporting guest and staff safety