Operations Leader — Guest Experience & Efficiency

Legends; Northern, New York (KY, NY); Hybrid; USD 67,000 - 72,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid vacation

Job summary

Legends Global is seeking an Operations Manager to lead daily operations at One World Observatory in New York. You will manage staffing, payroll accuracy, and service standards while driving efficiency and safety across departments.

Key responsibilities include supervising frontline teams, coordinating labor resources, and partnering with leadership to deliver exceptional guest experiences and financial performance. A related degree and 3+ years in ops are required.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, Operations Management, or related field preferred.
• Minimum three (3) years of operations management, hospitality, attractions, entertainment, retail, food and beverage, or related leadership experience required.
• Experience with labor planning, payroll administration, operational reporting, and point-of-sale systems preferred.

Responsibilities

• Oversee the daily operation of assigned departments and service areas to ensure efficient, safe, and effective operations.
• Develop and manage staffing plans, schedules, and labor resources to support operational needs while maintaining payroll accuracy and labor cost controls.
• Maintain service, quality, and operational standards through regular inspections, audits, and ongoing evaluation of departmental performance.
• Investigate and resolve guest concerns in a timely and professional manner, implementing corrective actions as necessary.
• Support the maintenance and protection of company assets, equipment, and facilities through preventative maintenance and operational best practices.
• Foster effective communication and collaboration among team members, department leaders, clients, and business partners.
• Assist in the development and implementation of initiatives that improve operational efficiency, guest satisfaction, employee engagement, and financial performance.
• Ensure point-of-sale systems and operational reporting tools are properly maintained and utilized.
• Ensure compliance with all company policies, procedures, safety standards, and applicable regulatory requirements.
• Assist with the recruitment cycle, specifically onboarding, training, coaching, and developing team members to support operational excellence and succession planning.
• Prepare and review operational reports, analyze performance metrics, and recommend improvements to leadership.
• Perform other duties as assigned by leadership.

Skills

Leadership

Coaching

Team-building

Employee development

Communication

Time management

Analytical skills

Guest service

Education

Bachelor's degree in Hospitality Management, Business Administration, Operations Management, or related field

Tools

Microsoft Office Suite

Point-of-sale systems

Scheduling software

Operational reporting tools

Job description

Legends Global is seeking an Operations Manager to lead daily operations at One World Observatory in New York. You will manage staffing, payroll accuracy, and service standards while driving efficiency and safety across departments.

Key responsibilities include supervising frontline teams, coordinating labor resources, and partnering with leadership to deliver exceptional guest experiences and financial performance. A related degree and 3+ years in ops are required.