VP, Operations (Observatory)

COMPANY SUMMARY

The Empire State Building Observatory (ESBO) is New York's City most iconic, the most Instagrammed U.S. landmark, and the world's most famous building that has wowed millions of global visitors as they witnessed the jaw dropping views whether from its popular 360-degree, open-air Observatory, or its 102nd floor floor-to-ceiling glass enclosed viewing gallery. We are a wholly owned subsidiary of Empire State Realty Trust.

The ESBO has recently undergone a top-to-bottom 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 pop-culture, and a completely re-imagined 102nd floor viewing experience (www.esbnyc.com). Within the museum's 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 1930's complete with the famous, giant ape's fingers pierce the walls as he dangles from the building and dodges vintage fighter planes. Those brave enough can even step into Kong's hands - but beware, you might feel the power of this fearsome ape firsthand!

The renovations also include industry-leading Indoor Environmental Quality (IEQ) improvements such as bi-polar ionization, MERV 13 filters, and increased ventilation that led to the building's achievement as the first building in the Americas to receive the WELL Health-Safety Rating.

Overall, the Guest feedback has been stellar! New York Times' quote: "...exhilarating and intimate."

Are you a driven, self-motivated 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 "best-in-class" attraction that requires excellence in all that we undertake.

ABOUT EMPIRE STATE REALTY TRUST

Empire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of well-leased, top of tier, modernized, amenitized, and well-located office, retail, and multifamily assets. ESRT's flagship Empire State Building, the "World's 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 Tripadvisor's 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, ESRT's 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.com and by following ESRT on Facebook, Instagram, TikTok, X, and LinkedIn.

The dedicated team at ESRT is a collection of diverse individuals with a shared passion for excellence and a keen eye toward future growth. Headquartered in New York City, we harness the energy of the city in everything we do. We care for one another, work hard, and have a lot of fun doing it! We are Certified as a Great Place to Work by the global authority, Great Place to Work, on workplace culture, employee experience, and leadership behaviors. We prioritize and invest in the health and wellness of employees to attract, develop, and retain top-tier talent. ESRT values continuous employee development and encourages colleagues to excel in their roles and adapt to emerging business needs. From our crown jewel, The Empire State Building, to incredible buildings modernized for the 21st century, to outstanding customer service, and our decade-long leadership position in sustainability and energy efficient portfolio that is 100% fully powered by renewable wind electricity, we take pride in our work. ESRT seeks an equally passionate colleague to join the team, understand the vision and help achieve that vision.

POSITION SUMMARY

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.

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 non-union 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 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
• 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 in-place for the operational known's 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 3-points 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 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

EDUCATION & EXPERIENCE

• 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
• 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 self-starter who's able to quickly digest and execute new processes to work both collaboratively and independently
• Dynamic - you are solutions-oriented, 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 "roll-up-your-sleeves" 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 service-oriented attitude with excellent follow through

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

WELL-BEING

• 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

$160,000 - $185,000 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.