General Manager, The Friends Experience, NYC

Key Responsibilities

• Lead the overall on-site operation for Friends Experience New York, ensuring exceptional guest experiences while operating efficiently and within budget
• Champion a culture of exceptional guest service, ensuring every guest receives a memorable, seamless, and engaging experience from arrival through departure
• Recruit, hire, develop, coach, and lead a high-performing leadership team, creating a culture centered on accountability, collaboration, and continuous improvement
• Develop staffing strategies and oversee workforce planning to ensure operational readiness and appropriate staffing levels while balancing labor efficiency and team member experience
• Oversee all day-to-day operations including ticketing, POS management, attraction operations, guest services, retail, café, security, custodial services, on-site marketing activations, group events, photo operations, and overall guest flow
• Partner with the Assistant General Manager and operational leaders to execute daily operations while maintaining consistency in service standards and operational excellence
• Drive guest satisfaction by monitoring guest feedback, identifying trends, and implementing continuous improvements to elevate the overall experience
• Ensure the attraction is maintained to the highest standards by partnering with Show Services, Technical Services, vendors, and corporate teams to oversee preventative maintenance and facility upkeep
• Foster a strong culture of health, safety, and regulatory compliance by ensuring adherence to all company policies, procedures, and operational standards
• Manage vendor relationships and third-party partnerships, ensuring service quality aligns with OGX standards and guest expectations
• Utilize operational metrics, business analytics, and guest insights to drive informed decision-making and continuous business improvement
• Collaborate with cross-functional corporate partners including Operations, Revenue, Marketing, Finance, Human Resources, Technical Services, Production, and Creative to execute company initiatives and achieve business objectives
• Build and maintain strong relationships with landlords, local partners, and community organizations, serving as the primary representative of the venue
• Adapt quickly to changing business needs and lead the team through evolving priorities while maintaining operational excellence
• Build a culture where guest satisfaction, operational excellence, and team engagement are the highest priorities, resulting in exceptional reviews, repeat visitation, and sustained business growth
• Serve as Manager on Duty (MOD) as required

Qualifications

• Demonstrated 5+ years of progressive leadership experience in hospitality, themed entertainment, attractions, retail, experiential marketing, or other high-volume guest-facing operations
• Proven experience leading managers and large operational teams in fast-paced environments
• Strong knowledge of recruiting, performance management, employee development, and team engagement
• Demonstrated experience developing labor strategies and managing shift-based scheduling to balance business needs with employee experience
• Strong operational and financial acumen with experience managing budgets, labor costs, forecasting, and business performance metrics
• Experience managing multiple operational functions including guest services, retail, food & beverage, facilities, vendors, and safety programs
• Excellent communication and relationship-building skills with the ability to influence across all levels of the organization
• High emotional intelligence with the ability to navigate guest concerns, employee relations, and operational challenges with professionalism and sound judgment
• Highly organized with exceptional attention to detail and the ability to prioritize multiple initiatives simultaneously
• Hands-on leader who leads by example, supports operational execution, and builds trust through visibility and accountability