Operations Manager - Top of the Rock

The Operations Manager of the Top of the Rock Observation Deck will be responsible for the overall daily operation of the attraction.

ESSENTIAL FUNCTIONS

• To ensure that the Observation Deck runs smoothly and efficiently.
• Assure a safe, clean, pleasant, professional and efficient experience for our guests.
• Consistently oversee crowd control, and the staging and queuing of visitors.
• Monitor Janitorial personnel for job performance to maintain a spotless facility.
• Monitor associate’s performance to ensure that guest service standards are consistently being met or exceeded.
• Perform walk through of the entire attraction many times per day to ensure that all standards are being met.
• Coach, council, and motivate hourly associates in order to ensure peak performance.
• Document all performance and time and attendance issues.
• Write and issue progressive corrective action up to and including termination if necessary.
• Work with associates to create an action plan to actively improve performance.
• Prepare staffing schedules. Adjust schedules and DPAs on a day-to-day basis as required, being sensitive to budget and operational requirements.
• Handle all aspects of personnel integration into the operation
• Ensure that associates, especially new hires, receive fire and emergency training.
• Ensure that new hires receive appropriate training and materials.
• Follow up with all new hires to ensure that they are properly and adequately trained.
• Provide hourly staff with all pertinent information regarding new promotions, special events, policy changes etc.
• Program and update electronic signage as required.
• Monitor contractors including painters, repair personnel, security personnel, and technicians.
• Work directly with the special events department to ensure that the 67th floor is ready for load-in and load-out of events.
• Carefully read through event sheets to determine the preparation, cleaning, and set-up needs for a given event.
• Ensure that the Swarovski crystal wall is padded prior to load-in and load-out.
• Ensure that the appropriate elevators are padded prior to load-in and load-out.
• Coordinate the removal or re-positioning of furniture binoculars etc. as dictated by the event sheet.
• Communicate with the special events manager to ensure that all operational needs of a specific event are met.
• Create and update the Operations Manager Training manual.
• Address visitor complaints, illnesses, and accidents.

OTHER

• Regular attendance in conformity with standard operating hours is imperative to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the travel & tourism industry, employees may be required to work varying schedules to reflect the business needs of the deck.
• Upon employment, all employees are required to fully comply with Tishman Speyer rules and regulations for the safe and effective operation of the facilities. Employees who violate rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills and abilities:

Communication & Knowledge

• Be able to understand and communicate in English, both verbally and in writing.
• Be able to effectively listen and respond to internal and external customers.
• Have sufficient knowledge and ability to utilize the following software: Microsoft Office, Word, Excel, Outlook, PowerPoint, as well as learn internal operations system(s).
• Be responsive to the needs and concerns of hourly associates.
• Combining assertiveness with diplomacy to assure that information communicated is received.
• Write clear, concise, and focused email messages.
• Commitment to Increasing Contribution to TSP Observation Deck
• Be able to assess problems and seek viable solutions.
• Consistently track problems and ensure follow up.
• Take initiative and seek new work challenges.
• Demonstrated Leadership Skills
• Demonstrate integrity, personal responsibility, and initiative.
• Ability to Prioritize/Multi-Task
• Be highly organized and detail oriented.
• Have excellent record keeping and file maintenance skills.
• Be able to effectively coordinate multiple tasks.
• Be highly flexible, able to prioritize and re-prioritize as new assignments occur.
• Be able to manage time effectively.
• Be extremely accurate in all tasks and correspondence.
• Ability to Work in Teams
• Work cooperatively with other team members.
• Maintain a positive attitude in the work environment.

QUALIFICATION STANDARDS

Education: Bachelor’s Degree

Experience: Three to five years of management experience in similar sized operational environment preferred, with most of their supervisory experience in positions which required interpersonal and conflict management skills, the ability to handle non-routine situations in a dynamic environment and the ability to identify, assess and react to these situations.

Experience in a cash-handling environment is preferred.

Must have experience with demonstrated leadership and guidance of people and programs.

Must have experience with hiring, training, and supervising hourly staff in a guest service/retail environment.

Grooming: All employees must maintain a neat, clean and well-groomed appearance per Tishman Speyer standards.

Other: Bilingual or multilingual ability preferred.

PHYSICAL DEMANDS

• Work tasks are performed both indoors and outdoors. Temperature will vary with changing weather conditions.
• Walking and standing are required for the majority of the work day. This includes traveling to and from meetings as well as walking the entire attraction several times per day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to lift up to 15 lbs. occasionally.
• Requires manual dexterity to use and operate all necessary equipment

The above information is general in nature and level of work expected; it is not intended to be interpreted as an inclusive list of all duties, responsibilities and qualification required of employees assigned to this role.

The base compensation range for this role is $70,000 to $80,000. This role is also eligible for a discretionary annual bonus, as well as access to our comprehensive medical, dental, and vision insurance, life and disability insurance, 401(k) plan (with matching contributions), wellness benefits and all other benefits afforded to full-time Tishman Speyer employees. This base range reflects a number of factors including, but not limited to, relevant experience, skill sets, and/or licensure required of an individual in this particular role. The base range is also specific to members of Tishman Speyer’s New York team, as we’ve considered factors specific to this geography.

Tishman Speyer is deeply committed to creating and maintaining a diverse workforce which promotes different views and perspectives. We expect our leaders and employees alike to champion diversity and inclusion practices. Tishman Speyer has several employee affinity and interest groups that provide employees opportunities to develop professional relationships across the business and identify opportunities for development and advancement. We are proud to be an Equal Opportunity Employer and treat all applicants for employment equally based upon job-related qualifications and without regards to race, color, age, sex, sexual orientation, gender identity, gender expression, marital status, military or veteran status, national origin, disability, religion, or any other characteristics protected by law.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Holidays
• Monday to Friday
• Weekends as needed

Application Question(s):

• Are you comfortable with the salary range disclosed for this position?

Experience:

• Guest services: 4 years (Required)

Ability to Commute:

• New York, NY 10112 (Required)

Work Location: In person

Salary : $70,000 - $80,000