Operations Manager

  • LEGENDS
  • Atlanta, Georgia
  • Feb 22, 2021
Full time General Managers and Management Executives

Job Description

LEGENDS Founded in 2008, Legends is a holistic experiential services agency with more than 1,500 full-time and 30,000 seasonal team members globally. Legends has five divisions operating worldwide - Global Planning, Global Sales, Hospitality, Global Merchandise, and Global Technology Solutions - offering clients and partners a 360-degree platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning and realizing exceptional experiences in sports and entertainment.LEGENDS ATTRACTIONSGlobal Attractions is one of the newest business verticals and is quickly expanding. Starting with One World Observatory sitting high above Manhattan at the top of the tallest building in the Western hemisphere and now expanding all over the world, the Attractions vertical brings together all of Legends 360-degree capabilities to develop unparalleled experience in one awe-inspiring space, featuring some of the most spectacular views and newest technology around the world. For each location, we operate the tour experience, ticket sales, hospitality offerings, special events, and sponsorship - all to elevate the guest experience at the top. Some of the venues include One World Observatory in NYC, OUE Skyspace in LA, The View at the Shard in London, Sky View Observatory in Seattle, Skyrise Miami, and more.ILLUMINARIUM EXPERIENCESThe latest addition to our Global Attractions portfolio, Legends has been chosen as the exclusive operator of lluminarium Experiences: cutting edge immersive, experiential entertainment spectacles. Located in major cities and tourism destinations around the world, these custom-designed venues, or "Illuminariums," will surround visitors in a 360x360 sensory experience, using advanced laser projection mapping and sound systems to transport guests to places they may never otherwise visit: the world's best safari, an expedition to Mars, or even a trip back in time to visit ancient civilizations. After hours, Illuminariums will transform into unique spaces for corporate and private events, as well as immersive club/bar experiences, on the weekends. As museums are to art, cinemas are to movies, Illuminariums are to experiential entertainment.THE ROLEThe Operations Manager will ensure continuity, focus and purpose to the operations of the Illuminarium Experience including: direction and management of all Guest Services department employees, maintenance, overall guest experience, and all technical aspects of managing the facility, ensuring upkeep of the premises in accordance with building management and Illuminarium Experience's guidelines. The Operations Manager additionally plans, directs, updates, manages, and coordinates all building equipment and special event operations. The person stepping into this role will perform related duties as assigned by the General Manager.ESSENTIAL FUNCTIONSDirect, supervise and schedule all aspects of daily operations for the Illuminarium across the Guest Services, food & beverage, and retail functions. Work collaboratively with the hospitality and catering teams to ensure facility readiness and seamless event execution.Develop operating procedures that conform to corporate standards, customized to the specific needs of the facility and consistent with the goals and objectives of the client, facility and corporationManage subordinate supervisors and managers who oversee employees in various functions. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.Attend department head meetings and weekly staff meetings. Develop and maintain a harmonious working relationship with all of the other departmentsAssist in the preparation of the annual operating budget and recommend an annual capital budget for long-range repairs and improvements to the facility. This includes aiding with project management for approved capital improvement projects.Authorize the requisition of equipment and supplies within budget guidelines.Know and guarantee all laws, codes, ordinances, policies, procedures, risk management, safety precautions, rules/regulations and emergency procedures are followed. Develop program to train all employees on fire/life safety and emergency procedures.Investigate, analyze and resolve operational problems and complaints. Conduct periodic staff meetings to discuss procedures, problems, and policy changes.Assist in the preparation and negotiation of service agreements for housekeeping services, and other operations agreements as needed. Review contracts for compliance with event and/or government specifications and suitability for occupancy.Act as liaison between tenants and facility contractors as needed.Plan, budget and schedule facility's modifications including cost estimates, bid sheets, layouts and contracts for construction and conversions.Inspect conversions, construction and installation progress to ensure conformance to established specifications.Develop and implement maintenance schedules, emergency procedures, and safety and risk management policies.Ensure facility's fire and emergency safety systems are in operating order and compliant with all codes, ordinances and laws.Lead facility efforts for compliance with OSHA, safety, and emergency policies and procedures including spearheading Safety Committee and training programs.Establishes quality control initiatives in department focusing on the proper techniques, servicing, and protocol required to ensure complete customer satisfaction. Support Legends Customer Service/Guest Experience standards with said training programs.Assist in overseeing activities of vendors, subcontractors, and city and county services.Guide preventative maintenance efforts and monitors repair activity to minimize downtime and inconvenience to facility event activity, house contractors, and tenants.Direct engineering in the assurance of maintenance of annual permit requirements (i.e. - elevator, backflow inspection, life safety to include all alarms, etc.).Assist in the development of formal energy conservation and HVAC plans that include lighting upgrades, new technology enhancements, program replacements, and tighter enforcement of established energy management directives.Monitor and administer department policy and procedure requirements and maintains sub-department rules of conduct.Assist in the development and implementation of standard operating procedures and personnel policies for the Operations departmentAssist with the development, management and support of the fiscal and fiduciary responsibilities to the budget for the departmentSupport Operations leadership by acting as liaison with all local and national regulatory agencies ensuring facility and corporate adherence to required ordinances (OSHA, NFPA, UBC, TDLR, ADA, and the City of New York)Respond to emergency situations as needed or expected by clients and tenantsAssist with Event Operations, including set up, event production, and break downAssist with the development of scope of work and negotiation of vendor contracts in support of building maintenance, supply requirements, and capital improvement projectsAct as "Manager on Duty" as assigned and "Project Manager" for all new projectsAssist with maintaining an exceptional relationship with all OWO and Legends partners.QUALIFICATIONSBachelor's Degree from a four-year college or university; preferably in Hospitality or Facilities ManagementMust have 5+ years of progressive experience in a major public attraction, sports venue or guest facilityExcellent interpersonal, verbal and written communication skills; ability to communicate effectively at all levels both internally and externallyProficient in Microsoft Office and AdobeAble to simultaneously manage a high level of detail across multiple projectsAble to work independently and manage time effectivelyMust have a minimum of 3 years of supervisory experience; preferably within hospitality, retail, or facility managementKnowledge of Accesso ticketing system and Salesforce is a plusCOMPENSATIONCompetitive salary, commensurate with experience, and a generous benefits package that includes: medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.