VP Operations Empire State Building
VP Operations Empire State Building
Posted on :
08-04-2025
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1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
08-04-2025
Job Description
COMPANY SUMMARY
The Empire State Building Observatory (ESBO) is New Yorks City most iconic the most Instagrammed U.S. landmark and the worlds most famous building that has wowed millions of global visitors as they witnessed the jaw dropping views whether from its popular 360degree openair Observatory or its 102nd floor floortoceiling glass enclosed viewing gallery. We are a wholly owned subsidiary of Empire State Realty Trust.
The ESBO has recently undergone a toptobottom renovation that includes a dedicated Guest entrance an immersive tactile and digital museum that celebrates our icon from the moment it was conceived to its place today in popculture and a completely reimagined 102nd floor viewing experience www.esbnyc. Within the museums more than one dozen memorable moments we could not resist but sprinkle a little extra fun with the inclusion of our Kong exhibit where visitors walk through an office from the 1930s complete with the famous giant apes fingers pierce the walls as he dangles from the building and dodges vintage fighter planes. Those brave enough can even step into Kongs hands but beware you might feel the power of this fearsome ape firsthand!
The renovations also include industryleading Indoor Environmental Quality (IEQ)improvementssuch asbipolar ionization MERV 13 filters and increasedventilation that led tothe buildings achievement as the firstbuildingin the Americas toreceive theWELL HealthSafety Rating.
Overall the Guest feedback has been stellar! New York Times quote: exhilarating and intimate.
Are you a driven selfmotivated and results oriented professional who thrives on building a winning team Do you define success as the ability to drive revenue EBIDTA and deliver an exceptional experience Then join our team and experience the rewards of hard work teamwork learning and dedication to create a bestinclass attraction that requires excellence in all that we undertake.
ABOUT EMPIRE STATE REALTY TRUST
Empire State Realty Trust Inc. (NYSE: ESRT) is a NYCfocused REIT that owns and operates a portfolio of wellleased top of tier modernized amenitized and welllocated office retail and multifamily assets. ESRTs flagship Empire State Building the Worlds Most Famous Building features its iconic Observatory that was declared the #1 Attraction in the World and the #1 Attraction in the U.S. for the third consecutive year in Tripadvisors 2024 Travelers Choice Awards: Best of the Best Things to Do. The Company is the recognized leader in energy efficiency and indoor environmental quality. As of December 31 2024 ESRTs portfolio is comprised of approximately 7.8 million rentable square feet of office space 0.8 million rentable square feet of retail space and 732 residential units. More information about Empire State Realty Trust can be found at esrtreit and by following ESRT on Facebook Instagram TikTok X and LinkedIn.
POSITION SUMMARY
ESRT seeks a senior operations leader who is a resultsoriented 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 organizations 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.
RESPONSIBILITIES
- Leadership and Strategy: 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 nonunion and union employees in all aspects which includes: shift schedules with dynamic staff adjustments based on visitor volume to performance reviews
- Facility Management: 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
- Visitor Services: Ensure highquality 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 frontline personnel
- Financial Ownership and Accountability: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
- Collaboration: 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
TOPLINE KEY PERFORMANCE INDICATORS (KPIs)
- Visitor Satisfaction: Lead with collaboration from Director of Visitor Experience and Director of Operations
- Quarterly surveys and monitor review platforms daily 2024 Quality score was 9.4
- Net Promoter Score (NPS) 2024 NPS score was 78
- Financial Management of Department Budget: Lead with collaboration from VP FP&A and Senior Accounting Manager
- Adhere to Budget targets while being flexible to pivot on variable expense lines to align with actual admission levels
- Cost savings initiatives
- Ensure reporting accuracy
- Operational Efficiency: Lead with collaboration from Director of Visitor Experience and Director of Operations
- Areas of focus include timed ticketing queue management crowd control visitor engagement and dwell time
- Ensure SOPs are inplace for the operational knowns and anticipate the unknowns
- Once identified and submitted measure the time it takes to complete maintenance tasks
- Work with revenue team to constantly monitor and adjust ticket capacity and allocation levels to drive highest possible per cap throughout the year
- People Development: Lead with collaboration from Director of Visitor Experience and Director of Operations
- Accountable in all we do
- Improve the lowest scoring employee satisfaction by at least 3points annually
- Ensure that quarterly customer service trainings are delivered
- Technology Utilization: Lead with collaboration from IT Audio Visual and ticketing team
- Monitor the availability and reliability of all technology systems
- Ensure up time of all systems and the speed at which repairs are made
- Challenge the team for innovative ideas and new technologies that would enhance visitor experience
WHAT SUCCESS LOOKS LIKE
- Team Goals:
- Financial Targets NOI 25 Admissions 10
- Individual Goals:
- Expense Control Variable Labor 10 R&M 10
- Ratings Quality 10 TripAdvisor 10
- Subjective 25
REQUIRED SKILLS / ABILITIES
- Ability to demonstrate track record for handson results driven professional behaviors to indicate good prospects for success in our teamoriented environment
- Open and innovative mindset with the ability to multitask 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
EDUCATION & EXPERIENCE
- Bachelors degree or relevant experience preferably with 1015 years of demonstrated success in the hospitality/entertainment industry with 5 years or more in a leadership role
- Experience working with ticketing platform Ventrata is a plus
PHYSICAL REQUIREMENTS
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
WHAT YOU CAN EXPECT
- At ESRT like our tenants our employees come from everywhere. We foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work Certified employer we are committed to maintaining our positive work culture where employees are engaged and can grow and develop. In addition ESRT employees embody our Company Culture & Success Factors
- Adaptable you are a selfstarter whos able to quickly digest and execute new processes to work both collaboratively and independently
- Dynamic you are solutionsoriented aim to improve processes and implement efficiency and offer insightful feedback to improve ESRT
- Dependable you take a strong sense of ownership and accountability over your work
- Passionate you keep up with industry trends and are excited about the potential to propel the industry forward with a rollupyoursleeves attitude
- Curious you consistently look for new ways to work smarter not just harder
- Ethical you treat others with respect act with integrity in how you perform your work and embrace our collaborative culture
- Positive you possess a serviceoriented attitude with excellent follow through
BENEFITS
- Competitivebasesalaryandbonus
- Health/Dental/Vision insurance
- Company sponsored Life AD&D STD (with Salary Continuation) and LTD Insurance
- VoluntaryEnhancedLTDProgram
- VoluntaryHospitalAccidentandCancerPrograms
- 401(k)with100%matchupto5
- Paidparentalleave
- Pretaxtransitaccounts
- EmployeeAssistanceProgramforemotionalfinancialandlegalsupport
WELLBEING
- Generous paid time off
- FlexSummerFridays
- Employeeengagementprograms
- Volunteertimeoff
- Continuingeducation
- ComplimentaryEmpireStateBuildingObservatoryaccess
- Complimentarygymmembershipandotherwellnessbenefits
- Employee Discount Programs
$160000 $185000 a year
Salary is based on several factors including but not limited to education work experience job location size of property where applicable and/or certifications. In addition to your base salary ESRT provides discretionary annual bonuses.
ESRT is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity innovation and the success of our business. We do not discriminate based on race religion color creed national origin sex sexual orientation gender identity or expression reproductive choices age marital status veteran status disability status pregnancy parental status caregiver status genetic information political affiliation or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment including hiring promotion demotion compensation training working conditions transfer job assignments benefits layoff and termination. Reasonable accommodations that do not create an undue hardship for the Company are available for applicants and employees with disabilities or sincerely held religious beliefs.
Required Experience:
Exec
Employment Type
Full-Time
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