Director of Operations - Skydeck Chicago : Job Details

Overview

Opening its doors in 1974, Skydeck Chicago has long been a favorite attraction of both locals and travelers alike. The 103rd floor observation deck, housed in the world-renowned Willis Tower, boasts panoramic views of up to 4 states and attracts approximately 1.7 million guests annually. Transforming the Chicago experience, The Ledge offers a unique and unobstructed view of the city- from 1,353 feet in the air. Daring to walk outside the building on 3.5 inches of glass makes for a once-in-a-lifetime view and an unforgettable memory to match. At Skydeck Chicago, the world really is at your feet.

Role Summary

The Skydeck Operations Director works independently and within teams to manage the team and physical conditions at Skydeck's box office, museum, 99th floor, 103rd floor, and back of house areas. This position is responsible for recruitment, training, discipline as needed, and individual and team development to provide a “best in class” customer service level.

This role reports to the Skydeck General Manager and is based in the office, 5 days a week Tuesday- Saturday.

Essential Job Functions

· Responsible for the day-to-day management of seven Skydeck supervisors and up to 75 customer service team members.

· Leads team member recruitment, conducts final hiring interviews, prepares and oversees various training modules (customer service excellence, HeartMath, sensory compliance, upselling, conflict resolution, etc.), and identifies and develops appropriate team members for advancement within Skydeck.

· Serves as liaison to front line janitorial, Skydeck security, elevator, carpentry, engineering and technology partner and key vendor contacts to ensure that high service levels are met.

· Oversees Skydeck's on-site cash and credit card processing including cash drawer audits, refund approvals and monitoring, credit card fee and fraud monitoring, and regular reporting to General Manager.

· Manages daypart throughputs and 103rd floor occupancies finding the appropriate guest levels and focusing on areas where we can adjust to accommodate additional guests.

· Monitors floor operations, maintenance, and enhancement of the Skydeck attraction to ensure a guest friendly experience.

· Prepares a thorough and efficient annual Skydeck staffing budget. Monitors and manages weekly staffing levels with the goal of finding operational efficiencies to come in under budget.

· Manage operating expenses to maximize Net Operating Income.

· Develop fluid relationships with Skydeck's onsite photo and retail leads to ensure our “best in class” standards are met and their operations remain fluid.

· Innovatively seeks ways to improve the guest experience, drive additional revenues, and/or enhance team morale.

· Trains teammates to capitalize on guest “hero” opportunities.

· Acts as Skydeck's primary guest satisfaction contact resolving guest concerns expeditiously.

· Seek out and implement tourism industry and non-industry best practices and trends that could be tested or applied at Skydeck.

· Familiarity with marketing concepts and may be asked to put together campaigns, work on social media posts and think outside of the box on marketing opportunities and spend.

· Assist General Manager with other operational initiatives and duties

Qualifications and Technical Competencies

· 10 plus years of accomplished managerial/decision making operations experience required, preferably in a tourism attraction/museum setting.

· Bachelor's degree is required preferably in Tourism/Hospitality, Management, or Logistics.

· Experience in the Tourism industry strongly preferred.

· Strong communication skills required to interact with people at all levels inside and outside the organization.

· 3+ years of leading customer service excellence including de-escalation, conflict resolution, sensory compliance, HeartMath, etc. training required.

· 2+ years of demonstrated recruitment experience strongly preferred.

· Must exercise discretion in handling confidential and sensitive information.

· Strong oral and written communication skills required, including thorough knowledge of grammar, punctuation, and spelling to ensure that all documentation is prepared in an accurate, professional, and timely manner.

· Must be organized, able to work independently and within teams, and keep informed of the general status of work/projects in progress.

· Proficiency in a guest ticketing system or hotel reservation system is strongly preferred

· 7 plus years of budgetary experience.

· A thorough knowledge of Microsoft applications, including Outlook, Power BI, Excel, PowerPoint, and other general office equipment is required. Experience with ticketing software platforms is preferred and bringing data together from different systems.

· Tuesday – Saturday scheduling is strongly preferred. Additionally, Skydeck is a 365-day operation and candidate must embrace being on call after set working hours (evenings, weekends, and holidays).

· A Responsive Mindset: Constantly evolve the role and create value for the greater good. Rethink how to support business needs and generate fresh and innovative processes.

· Friction-Free: By creating simplicity and reliability to the everyday approach, no task is too small or overlooked. As department ambassadors, provide seamless and cohesive support that unites across the organization.

· Say Yes: No task is too small or in question, be energized by empowering others to do their best work. See the bigger picture and provide support that helps achieve greatness.

· Pull Over Push: Offer creative and unconventional solutions that anticipate needs, deliver above and beyond expectations. Collaborate and communicate harmoniously, fostering creativity and thinking outside convention.

· Prioritize Partnerships: Provide a bridge between partners, resources, and business leaders to implement, design, and manage balanced workspaces. Enhance our business by inspiring talent, companies, and our people to thrive and prosper.

Benefits & Compensation

Benefits: The Company provides a variety of benefits to employees, including health insurance coverage, retirement savings plan, paid holidays and paid time off (PTO).

Base Salary Range: $150,000-$175,000. This represents the presently-anticipated low and high end of the Company's base salary range for this position. Actual base salary range may vary based on various factors, including but not limited to location and experience.

The additional total direct compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility.

Closing

EEO Statement

Our company is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our employment decisions are based on individual qualifications, job requirements and business needs without regard to race, color, marital status, sex, sexual orientation, gender identity and/or expression, age, religion, disability, citizenship status, national origin, pregnancy, veteran status and or any other legally protected characteristics. We are committed to providing reasonable accommodations, if you need an accommodation to complete the application process, please email [email protected]

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