JOB SUMMARY:
Original X Productions (OGX) is looking for a General Manager to hire and guide world class Guest Services teams to run our Flagship attraction in New York City: The Friends Experience. This position will be responsible for delivering an exceptional guest experience and running an efficient day-to-day operation. They will lead a team of managers, front line supervisors, and team members and must display strong and compassionate leadership. The ideal candidate leads by example, has experience working with a variety of personalities, has attention to detail to provide accurate information for financial and operational reports, experience onboarding and payroll processing, values creating a positive and fun work environment, and has strong communication and training skills.
Responsibilities
Guest Experience:
- Implement, train, and promote guest experience policies, procedures, and standards within the venue to ensure a hospitality mindset by all staff.
- Track guest feedback surveys and reviews and coordinate experience initiatives with Director of Guest Experience to achieve and maintain a quality guest experience.
- Ensure property is well maintained, in working order and peak condition at all times by working with onsite Tech Services, third parties, and offsite Production Management teams.
People and Culture:
- Directly oversees a team of managers, and sets the vision for leadership of the venue based on OGX’s company values.
- Partner with People & Culture to ensure the site is fully staffed, and when necessary lead recruitment efforts with your team to ensure optimal staff readiness.
- Assist in the training and creation of reference materials for all operations staff.
- Drive improvements in employee engagement, fostering a positive, collaborative work culture.
- Act as a role model by exhibiting guest-facing behaviors and representing OGX’s brand both internally and externally.
- Collaborate with HR to manage payroll and ensure timely and accurate payroll reporting on a weekly basis, working closely with the human resources team.
- Enforce all rules and regulations; uphold proper levels of accountability and support discipline in partnership with people and culture when standards are not met.
Operations:
- Oversee the implementation and compliance of all health and safety protocols to ensure a safe and clean environment for staff and guests.
- Oversee and participate in MOD (Manager on Duty) rotation.
- Oversee on-site day-to-day operations including, but not limited to: ticketing, POS management, attraction operations, guest services, custodial services, cafe, retail, security services, and any one-off marketing or group events.
- Develop, manage, and approve line schedules for all operations staff.
- Ensure a strong Health and Safety culture is maintained.
Financial & Administrative:
- Oversee ancillary SPH targets in Retail, Photo, and the Cafe. Coaches team.
- Embed business analytics and customer insight into decision-making, ensuring you’re always focused on growing the guest experience and optimizing the business.
- Responsible for meeting budgeted labor goals and adjusting the labor schedules based on demand. The Venue Manager will be expected to monitor and react to fluctuating staffing requirements in conjunction with the Director of Guest Experience.
- Monitor third party operators and vendors to ensure they provide services consistent with company standards.
- Understand how to read a P&L statement, and work with finance on a monthly basis to track costs compared with budget.
- Work with OGX Marketing team and assist with media and influencer visits.
- Maintain relationships with local organizations and landlord.
- Assist with special company projects as may be needed.
- Any and all duties as assigned.
Requirements
- 6+ years of leadership experience in the operation of a revenue-generating hospitality and/or leisure business.
- Bachelor’s degree or equivalent experience.
- Exceptional communication skills, both written and verbal.
- Organized and detail-oriented.
- Ability to multitask effectively.
- Maintain composure under pressure and enjoy working in a fast-paced and fluid environment.
- Ability to work weekends and holidays.
About Original X Productions
Original X Productions are the operators of premiere worldwide location-based entertainment experiences including The FRIENDS Experience, The Office Experience, Harry Potter: Magic at Play and Hershey Super Sweet Adventure. Our team are guest experience focused storytellers who are passionate, strive for excellence, committed to safety, and value fun in everything they do!
Why work at OGX
For us it’s all about the fans and creating experiences they will love. We create happiness. We are an equal opportunity employer and encourage people with disabilities and from other diverse backgrounds to apply.
Benefits:
- Health benefits including medical, dental, and vision.
- Individual Retirement Account.
- Commuter benefits.
- Paid vacation and sick leave.
The salary range for this role considers a range of variables and may include but is not limited to; experience, training, skills sets, business needs, travel. A reasonable estimate of the current range is $75,000- $95,000. This range has not been adjusted based on the geographic location of the successful incumbent.
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