• Operations Supervisor, Hudson Yards Experiences

    Job Locations US-NY-New York
    Job ID
    4551
    Function
    Development
    Location Name
    460 West 34th Street
  • Overview

    Related Companies is the most prominent privately-owned real estate firm in the United States. Formed over 47 years ago, Related is a fully-integrated, highly diversified industry leader with experience in virtually every aspect of development, acquisitions, management, finance, marketing and sales. Headquartered in New York City, Related has offices and major developments in Boston, Chicago, Los Angeles, San Francisco, South Florida, Washington, D.C., Abu Dhabi and London, and boasts a team of over 3,500 professionals. With over $50 billion in assets owned or under development, the company’s portfolio is made up of best-in-class developments in premier high-barrier-to-entry markets across all asset classes. 

    Related was recently named one of the “50 Most Innovative Companies in the World” by Fast Company Magazine. Related has dramatically redefined the concept of metropolitan luxury by introducing extraordinary residential properties in Boston, Chicago, Los Angeles, San Francisco, New York City and Washington, D.C. With each new building, Related has been hailed for setting new standards of excellence in the luxury marketplace. Related also owns an extensive portfolio of workforce and affordable housing and has several new rental developments underway across the country. Among other leadership initiatives, they were the first landlord to accept credit card payments, one of the first developers to build sustainable high-rise buildings and the first national developer to go smoke-free. Related’s commitment to hospitality-level service in its residential buildings includes a proprietary training program that empowers employees to exceed its residents’ expectations, and an exclusive strategic partnership with Hello Alfred to provide a suite of personal life-enhancing services to residents. Related is also a strategic investor in category-defining companies including Equinox® and SoulCycle. For more information about Related Companies please visit www.related.com.

     

    Related Companies is an Equal Opportunity Employer.

    Responsibilities

    Related and its joint-venture partner Oxford are in the process of designing, building and preparing to operate the following attractions:

     

    • Observation Deck - an immersive one-hour Guest Experience at the top of the tallest tower in HY (approximately 1,200 ft). HYOD will set a new standard in the Observatory experience. It will include the highest and largest outdoor deck in NYC, unique sets and permanent scenery, state of the art electronic show equipment, custom designed media, and all necessary back of house facilities (ticketing, locker rooms, offices, etc.). HYOD will provide an unparalleled Guest experience for 1.5 to 3.0 million annual visitors. The attraction’s build-out, to be complete by Fall 2019 and managed by Related’s staff, will be accomplished through the coordinated efforts of the project’s experience designer (The Rockwell Group), the Facility Architect and Engineers (i-Crave, JBB, etc.), and various external vendors and consultants.
    • The Vessel - a unique climbable sculpture and attraction that is the centerpiece of the plaza at Hudson Yards. Entrance to the Vessel is anticipated to be free of charge, but guest flow will be controlled by the issuance of timed tickets. As many as 3 million annual guests are expected to spend an average of 30 minutes on the Vessel. Designed by Thomas Heatherwick.

    The Operations Supervisor will be part of the Operations team that will be responsible for developing, launching, and managing frontline operations for Hudson Yards Experiences. The Operations Supervisor will lead the frontline team, manage the daily operations of the ticketing platform, and help achieve the customer service goals of Hudson Yards Experiences. The Operations Supervisor will be part of the core team that is responsible for the guest experience and will lead a fully cross-trained team in all Hudson Yards Experiences’ operational areas of admissions, front of house, and customer service.

     

    The ideal candidate has experience leading large frontline teams, using ticketing systems, front-of-house operations, and customer service in an attraction or performing arts environment. They have leadership experience, a demonstrated enthusiasm for Related, Hudson Yards’ mission to continually create best-in-class products, deliver a renowned customer service experience and can work collaboratively with colleagues across a quickly growing organization.

    Qualifications

    Core Competencies:

     

    • Three or more years of ticketing and/or customer service experience in a supervisory role
    • Expertise in customer service
    • Experience using a ticketing system
    • Friendly, welcoming, and warm demeanor towards colleagues and guests
    • Strong leadership skills
    • Exemplary verbal and written communication skills
    • Resilient and able to handle high-pressure situations without burning out
    • Ability to stand and climb stairs for the duration of the shift and lift up to 50 lbs.
    • Able to work a variable schedule including nights, weekends, and holidays
    • Able to work outdoors in all weather conditions
    • Knowledge of the City of New York and the local neighborhood.

     

    Essential:

     

    • Minimum 3+ years at attraction or theme park related, ticketed experience, with at least 2 years in a supervisory role.
    • Experience using a ticketing system in a supervisory role and ability to execute best practices with box office/admissions management.
    • Excellent interpersonal communication, both written and verbal. Must possess the ability to exercise good judgment in ambiguous circumstances. 
    • Strong self-motivation and drive with demonstrable initiative.
    • Undergraduate degree or work equivalent required.

     

    Desirable:

     

    • Experience working in customer service in a large 1m + visitor attraction.
    • Experience with Gateway Galaxy ticketing system.

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