Operations Supervisor - One World Observatory

Operations Supervisor

Legends Global is the new force redefining excellence in sports, entertainment, and live events delivering the most comprehensive suite of services in the industry combining unmatched commercial strategy with world-class venue management and event production.

Legends Global provides end-to-end solutions that span venue development, event booking, global partnerships, hospitality, merchandise, and attractions. With a presence in more than 350 iconic venues worldwide, we offer data-driven strategies and unparalleled guest experiences on a truly global scale.

Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment? Join us as we continue to create legends!

The Role

The Operations Supervisor oversees all activities within the Observatory Operations Department, with a focus on maintaining exceptional guest experience and ensuring the smooth day-to-day functioning of the Observatory. This position plays a key role in leading front-line team members, coordinating interdepartmental communication, and supporting operational excellence.

Essential Duties And Responsibilities

• Assist in managing Observatory floor staff, Guest Services Desk, and perform special projects as requested
• Train and coach Observatory team members; assign and direct work, evaluate performance, and provide feedback
• Address guest concerns promptly and professionally, ensuring a high level of service recovery and satisfaction
• Prepare and adjust daily line schedules for Operations staff based on business needs and attendance levels
• Ensure compliance with established guest experience, safety, security, sales, and recordkeeping procedures
• Verify accuracy of ticketing and financial records, maintaining integrity in all point-of-sale and reporting systems
• Coordinate with internal departmentsincluding Sales, Marketing, and Human Resourcesto support Observatory initiatives and events
• Effectively communicate policy and procedural updates to team members, ensuring alignment with organizational standards
• Liaise between management and hourly team members, including building security, engineering, and maintenance personnel
• Perform duties of Guest Services and Observatory floor staff when operational needs require
• Model all company safety policies and procedures, including actively identifying and reporting unsafe work conditions
• Maintain awareness of company-wide and site-specific safety training, and ensure team compliance
• Report all safety incidents in the company's risk management system on the same day the incident occurs or is reported
• Perform other duties as assigned to support overall interdepartmental success

Supervisory Responsibilities

• Supervise daily activities of Observatory Hosts, Guest Services Representatives, and other assigned front-line staff
• Provide leadership, coaching, and performance feedback to ensure quality service delivery and operational efficiency
• Assist with interviewing, onboarding, and training new team members
• Oversee compliance with attendance, grooming, and guest experience standards

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions:

Education And/Or Experience

• High school diploma or equivalent required; college degree in Hospitality, Business, or related field preferred
• Minimum of 13 years of experience in operations, preferably within an attraction, entertainment venue, or hospitality environment
• Proven supervisory experience in a high-volume, guest-facing role
• Experience managing ticketing systems, scheduling platforms, or POS software preferred

Skills And Abilities

• Energetic, outgoing, and proactive with a collaborative approach to teamwork
• Strong leadership and communication skills, both written and verbal
• Exceptional customer-service orientation with the ability to resolve guest concerns tactfully
• Organized, detail-oriented, and able to execute operational priorities efficiently
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Familiarity with ticketing or CRM systems a plus
• Agile learner capable of handling multiple projects and meeting deadlines
• Strong interpersonal skills with the ability to navigate group dynamics effectively
• Knowledge of New York City and its attractions preferred
• Ability to stand for extended periods and work non-traditional hours, including nights, weekends, and holidays

Compensation

$27/hour, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401(k) plan.

Working Conditions

Location: On Site (One World Observatory, New York City)

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The essential responsibilities of this position are described under the above headings. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Legends & ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.