Empire State Realty Trust Vice President of

Observatory Operations

New York, NY

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www.searchwideglobal.com © 2019 SearchWide Global THE EMPIRE STATE BUILDING

The Empire State Building is the The World’s Most Famous Building and an icon of the NYC skyline. No visit to the city is complete without a visit to its world famous observatories. Since its comple�on in 1931, the building has represented global aspira�on, soaring accomplishment, extraordinary beauty, and style.

The interna�onal icon of New York City’s skyline with an emo�onal connec�on to all ages and na�onali�es, she welcomes approximately 4 million annual Guests to her world famous observatories. The Empire State Building is quintessen�al New York City, at the center of the city to orient every tourist, a MUST SEE atrac�on.

Nearly four years ago we embarked on a new mission and a new vision: the complete reinterpreta�on of the Observatory. We assembled a team of the best in the field of experien�al des�na�on entertainment to connect our Guests to their existen�al emo�onal connec�on to our building as they visit one of the world’s few authen�c landmarks. Re-imagining the Empire State Building Observatory is a $165m investment in the most spectacular observatory in the world, a stem- to-stern redefined Guest experience designed and built to give the guests what they want.

THE CURRENT EXPERIENCE

The Empire State Building is more than a spectacular view. It’s an immersive experience inside a world-famous landmark. In addition to our Observation Decks, the visit includes the new entrance on 34th street, our two-story building model, self- service ticketing kiosks available in nine languages, the restored lobby with its stunning art deco ceiling murals and the historical Dare to Dream Exhibit.

MAIN DECK: 86TH FLOOR: The Highest Open-Air 360-degree Observatory in New York Find yourself in the center of it all, above it all, when you visit the Empire State Building’s open-air 86th Floor Observation Deck. As the most famous observatory in the world, the 86th Floor has been the setting of dozens of movie and television scenes, as well as tens of millions unforgettable personal moments.

The Observation Deck wraps around the building’s spire, providing 360- degree open-air views of New York and beyond. From up here you’ll get one-of-a-kind views of Central Park, The Hudson River and East River, The Brooklyn Bridge, Times Square, The Statue of Liberty, and much more. Our official Observatory Experience app teaches you about your view from every direction. Then take advantage of our complimentary, high-powered binoculars to get a closer look.

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Sixteen floors above the 86th Floor Observatory, the Empire State Building’s Top Deck provides our most spectacular views of the city and beyond. Central Park comes into full view, the grid of streets reveals its brilliant design, and on a clear day you can see beyond the skyscrapers up to 80 miles away.

AND SOON TO COME…

The $165 Million capital investment focuses on making the Guest experience beter, more fulfilling, filled with more connec�ons to their expecta�ons and dreams. The re-imagined journey will make the Guests’ visit easier, more enjoyable, more informa�ve, and create more recallable moments. We engineered an experience that connects people to the authen�city and values that only the Empire State Building represents. And we used the best in the world to connect that to the digital age, to meet today’s visitor’s desire to Instagram everything.

WHY THE EMPIRE STATE BUILDING?

Not only is it a world-famous building, but the Empire State Building is also an exci�ng place to work. While visitors are experiencing the spectacular views, the staff is right there to ensure all experiences are memorable and one-of-a-kind. With the Observatory’s significant investment into the reimagined Guest experience, this posi�on is cri�cal to ensure the highest level of customer service to our 4-million visitors per year.

This is a unique opportunity to join a passionate team as the Observatory prepares to open its mul�-million dollar, best- in-class, reimagined Guest journey that includes immersive, recallable, shareable, and authen�c eperiences. We have improved every aspect of the experience, and in the process have created New York’s only museum that’s open from 8am to 2am, 365 days a year.

For more information on the Empire State Building, please click here.

POSITION SUMMARY

Position: Vice President of Observatory Operations Department: ESRT Observatory Reports To: Senior Vice President, Empire State Building Observatory

Empire State Realty Trust (ESRT) seeks a driven, self-mo�vated leader as its Vice President of Observatory Opera�ons.

The Vice President of Opera�ons directs the planning, implementa�on and opera�onal management of the Empire State Building Observatory. The selected candidate will lead a management team of approximately 15 colleagues with oversight of over 100 Observatory Guest Services Associates.

This employee must display effec�ve listening and communica�on skills, ini�a�ve, ability to work independently and in teams, and lead by example. He/she must be able to exercise good judgment and discre�on, display effec�ve problem- solving skills, and ensure the delivery of superior Guest service. Addi�onally, he/she must have the ability to mul�-task, maintain composure under pressure, and display a high level of professionalism, integrity, and follow through.

We expect our employees to approach their work with passion, enthusiasm, and aten�on to customer sa�sfac�on. We also expect our employees to champion and embrace our Guiding Principles (see below). We use them as guides to make decisions and chart our course on a daily basis.

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• Plans, organizes, coordinates and directs all ac�vi�es and personnel engaged in maintaining and opera�ng the facility. • Oversees the overall day-to-day opera�ons of the Observatory. • Assures the coordina�on, implementa�on and administra�on of specific plans and programs to include: maters of training and development, quality assurance, crowd control and crisis management procedures, preven�ve maintenance programs, or other areas as needed. • Par�cipates in the development, administra�on and execu�on of all financial and opera�ng reports including: budget, capital expenses, opera�ng revenue, expense budgets, etc. • Iden�fies, develops and directs the implementa�on of opera�onal business strategies. • Plans and directs the Observatory’s ac�vi�es to achieve financial targets. • Collaborates with the Vice President of Sales and opines on the Sales and Marke�ng’s strategies and plans. • Establishes performance standards, both qualita�ve and quan�ta�ve for all direct reports • Recruits, selects, and develops management team members. • Directs all opera�onal func�ons of the Observatory management team, aligned with the organiza�on’s overall goals (this includes opera�ons, admissions, security, maintenance, and custodial services). • Oversees and manages all concessionaire opera�ons (gi� shop and photo imaging concessions). • Reports periodically to ESRT’s Chairman and CEO, and regularly the Senior Vice President. • Other du�es as assigned.

SKILLS

• Excellent communica�on and interpersonal skills, and organiza�onal ability. • Ability to work with and maintain highly confiden�al informa�on is required. • Ability to work simultaneously with a broad variety of vested interest groups and to foster a coopera�ve environment. • Demonstrated knowledge of the principles and prac�ces used in the successful management of hospitality, or entertainment facili�es. • Ability to an�cipate challenges and implement immediate correc�ve ac�on. • Ability to perform effec�vely under pressure. • Strong orienta�on towards hospitality/customer service for the entertainment industry. • Effec�ve supervisory skills. Ability to deal effec�vely with human resource and personnel challenges; to deal construc�vely with conflict; to mo�vate, provide counsel and execute applicable solu�ons.

REQUIREMENTS

• 10-15 years of progressive management experience in the hospitality/entertainment industry. • Bachelor’s degree required. Master’s degree is preferred. • Experience in opening and/or planning a new facility expansion is a plus. • Strong writen and oral communica�on, and presenta�on skills. • Self-directed and self-mo�vated team player with a posi�ve outlook. • Strong knowledge of sales and marketing is a must. • Strong written and verbal communication skills. • Strong time management skills. • Able to work independently and as part of a team. • Strong initiative, able to handle routine problems, excellent troubleshooting skills and decision-making techniques.

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• Strong Leader • Strategic, yet hands-on • Keen aten�on to detail • Strong organiza�onal skills • Flexible • Ability to plan ahead • Excellent communicator • Able to mul�-task • Customer service oriented • Self-mo�vated • Accountable • Innovator

ESRT GUIDING PRINCIPLES

ESRT was created by a small group of individuals, working together against tremendous odds, and ac�ng as a team. We were born out of struggle and hunger for success. We accomplished with integrity and honesty, with others and importantly with ourselves. The constants of struggle, hunger, integrity, and honesty are what have made us successful. When we lose track of our roots, we lose track of who we are.

• ESRT is not about buildings, it is about service, and our service is our Brand o Our brand is the product of the ac�ons of every one of us. o What we do is who we are. o Who we are is what we do. o We execute through combina�ons and communica�ons amongst our team. o Employee ac�ons have consequences beyond their specific job func�on.

• ESRT is a Team o When we win, we all win. o When we lose, we all lose. o The people with whom you work are on your team. o There is no room for poli�cs and fric�on at ESRT.

• ESRT acts on Knowledge o We do what we know. o If we do not know, we ask. o If we do know, we teach. o The team member who says quickly “I don’t know” earns respect. o If you are uncertain about anything in your job, speak to your direct supervisor. Do not be afraid to ask or speak up. . The unasked ques�on, the unshared observa�on can cost us • Money • Progress • Morale • Reputa�on o At ESRT, thinking is a group process Individuals should not act on “thought”. Teams should make recommenda�ons based on “thought”.

• ESRT relies on communica�on o Communica�on is . Concise transmission of a ques�on. . Concise transmission of an answer.

YOUR PARTNER IN GROWTH | Position Overview | www.searchwideglobal.com 5 o Communica�on is not . Discussion with no point. . Highligh�ng problems without sugges�ng a solu�on. o An ESRT employee speaks up when he/she sees something which deserves aten�on. o Bad news must travel as fast within the organiza�on as outside the organiza�on. . Get bad news up the management chains ASAP. . Don’t leave ESRT fla�ooted, keep us prepared. o It is not important for an individual to be right. . It is important to get the right answer.

• ESRT’s goal: Once Right o Development of repeatable processes provides certainty and saves �me. o Take the �me to do things correctly the first �me. o Save everyone the �me and distrac�on of correc�on

Onward and upward.

If interested in this opportunity, please respond through the SearchWide Global website or email your resume to the following SearchWide Global Executive:

Kellie Henderson, Senior Vice President | SearchWide Global www.searchwideglobal.com | [email protected] 703-912-7247 (direct) | 703-463-7042 (mobile)

About SearchWide Global

SearchWide Global is a full service execu�ve search firm primarily for companies in the travel, tourism and conven�on, and hotel and lodging industries. We specialize in C-Level, Director and Management level execu�ve searches for companies ranging in size from Fortune 500 corpora�ons to mid-sized public and private companies.

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