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General Manager
Pip's Island
New York, NY
Uh oh, this posting was removed on 11/12/2018 9:06:00 AM PST
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About the Opportunity:
The General Manager will play a pivotal role in the launch and operation of our flagship location. They will oversee all aspects of the attraction venue and the customer experience - from customer arrival and check in, show running, retail sales, maintenance, and special events. You will oversee 4-5 manager reports, including a house manager, stage manager, company manager, and production manager, who will manage a total staff of 50-75 cast, crew, and retail staff, cleaning, and maintenance crew. Through your team, you will oversee all on-site contractors, inspections, and periodic maintenance work.
Pip's Island integrates aspect of live performance, interactive media, attractions, retail experience. As such, our model will draw on different industry norms while forging a unique customer experience and operational approach. You will be in charge of fusing staff from a variety of backgrounds to provide a compelling customer experience for children and their parents, and high quality customer service.
You set the tone for everyone involved in providing a compelling experience for the children and families that visit our attraction. You have an endless attention to detail, superior customer service skills, strong operational management, and budget capabilities.
This role is also well positioned for future professional growth. As Pip's expands its portfolio of locations in the US and globally, this role has the potential to help launch new attractions, support the development of a global management team, and create operational standards across many attractions and shows.
RESPONSIBILITIES:
- Ensure a compelling end-to-end customer experience of the venue and show:
- Manage all aspects of customer experience, including arrival, ticketing, show flow, concessions, coatroom, and retail experience
- Manage the smooth operations of the show itself, ensuring tight coordination of cast, crew, and retail as they guide children and families through the show experience
- Ensure tightly coordinated guest crowd control, a seamless flow of people through different venue spaces
- Develop and maintain a premium customer service experience and culture across all staff, ensuring responsiveness to participant experience and customer service issues
Manage all aspects of operations and physical maintenance:
- Oversee the master schedule of key operations, including staffing, show schedule, special events, retail and concessions hours, maintenance, and laundry
- Work with your team to coordinate maintenance, purchasing, and deliveries
Oversee all venue staffing, recruitment, and training:
- Work with company manager, stage manager, and front of house manager to plan and manage all venue staff, an active roster of 150 full and part time staff across all functions
- Ensure that venue management staff are creating an outstanding work environment adhering to all company policies, labor laws, and union agreements
Track venue key performance indicators and budget:
- Work with your team and company management to set up effective reporting mechanisms that track and key venue KPIs such attendance, revenue, operating expenses, and staff hours
- Use KPI data and forecasts to plan and manage operations in a way that maximizes revenue and profitability
Requirements:
- At least 5 years in an operational leadership role, preferably with interactive shows, attractions, special events, retail or theater
- Demonstrated experience managing large and diverse teams of retail, performing arts, technical crew, and other staff
- Outstanding experience developing and managing a premium customer service experience across a large and diverse team of staff
- Demonstrated experience overseeing multiple contracts, labor relations, landlord relations, and regulatory requirements required
- Experience with retail sales operations preferred
- Bachelor's degree or equivalent experience required
To apply, please send cover letter and resume [Reference] to the attention of: Austin Riggs, Chief Operating Officer. Please, no phone calls.
Benefits package includes health insurance and 401(k) plan
Pip's Island does not discriminate on the basis race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. Pip's Island is strongly committed to hiring a diverse workforce, and applicants from all backgrounds are strongly encouraged to apply.
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About the Opportunity:
The General Manager will play a pivotal role in the launch and operation of our flagship location. They will oversee all aspects of the attraction venue and the customer experience - from customer arrival and check in, show running, retail sales, maintenance, and special events. You will oversee 4-5 manager reports, including a house manager, stage manager, company manager, and production manager, who will manage a total staff of 50-75 cast, crew, and retail staff, cleaning, and maintenance crew. Through your team, you will oversee all on-site contractors, inspections, and periodic maintenance work.
Pip's Island integrates aspect of live performance, interactive media, attractions, retail experience. As such, our model will draw on different industry norms while forging a unique customer experience and operational approach. You will be in charge of fusing staff from a variety of backgrounds to provide a compelling customer experience for children and their parents, and high quality customer service.
You set the tone for everyone involved in providing a compelling experience for the children and families that visit our attraction. You have an endless attention to detail, superior customer service skills, strong operational management, and budget capabilities.
This role is also well positioned for future professional growth. As Pip's expands its portfolio of locations in the US and globally, this role has the potential to help launch new attractions, support the development of a global management team, and create operational standards across many attractions and shows.
RESPONSIBILITIES:
- Ensure a compelling end-to-end customer experience of the venue and show:
- Manage all aspects of customer experience, including arrival, ticketing, show flow, concessions, coatroom, and retail experience
- Manage the smooth operations of the show itself, ensuring tight coordination of cast, crew, and retail as they guide children and families through the show experience
- Ensure tightly coordinated guest crowd control, a seamless flow of people through different venue spaces
- Develop and maintain a premium customer service experience and culture across all staff, ensuring responsiveness to participant experience and customer service issues
Manage all aspects of operations and physical maintenance:
- Oversee the master schedule of key operations, including staffing, show schedule, special events, retail and concessions hours, maintenance, and laundry
- Work with your team to coordinate maintenance, purchasing, and deliveries
Oversee all venue staffing, recruitment, and training:
- Work with company manager, stage manager, and front of house manager to plan and manage all venue staff, an active roster of 150 full and part time staff across all functions
- Ensure that venue management staff are creating an outstanding work environment adhering to all company policies, labor laws, and union agreements
Track venue key performance indicators and budget:
- Work with your team and company management to set up effective reporting mechanisms that track and key venue KPIs such attendance, revenue, operating expenses, and staff hours
- Use KPI data and forecasts to plan and manage operations in a way that maximizes revenue and profitability
Requirements:
- At least 5 years in an operational leadership role, preferably with interactive shows, attractions, special events, retail or theater
- Demonstrated experience managing large and diverse teams of retail, performing arts, technical crew, and other staff
- Outstanding experience developing and managing a premium customer service experience across a large and diverse team of staff
- Demonstrated experience overseeing multiple contracts, labor relations, landlord relations, and regulatory requirements required
- Experience with retail sales operations preferred
- Bachelor's degree or equivalent experience required
To apply, please send cover letter and resume [Reference] to the attention of: Austin Riggs, Chief Operating Officer. Please, no phone calls.
Benefits package includes health insurance and 401(k) plan
Pip's Island does not discriminate on the basis race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. Pip's Island is strongly committed to hiring a diverse workforce, and applicants from all backgrounds are strongly encouraged to apply.
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