Vue Orleans is a one-of-a-kind indoor and outdoor observatory and attraction in New Orleans with the only 360-degree view of the city. The attraction is a state-of-the-art technology and digital experience designed to honor, celebrate, and share stories of the diverse cultures that converged to create the magic that is New Orleans. 

We have a fun and friendly work environment with a great culture of recognition, teamwork, and guest focus. We offer a competitive pay rate, robust benefits for full time employees, and a promotional path for all employees. 

Job Summary

The Assistant Operations Manager will be responsible for successful management of the Operations Department – supervising staff to provide a high level of customer service and satisfaction to ensure an excellent experience for on site visitors, overseeing the selling of admission tickets, retail, and F&B, handling visitor questions and complaints, especially those not resolved at the Guest Ambassador level. 

In this role, you will oversee the efficient, effective, and safe day-to-day running of the attraction, while maximizing profitability through a proactive approach to people, process, and vendor management. Assist the Operations Manager by continually focusing on achieving profitability through revenue generation cost control guest satisfaction and development of associates. The Assistant Operations manager will supervise up to 20 persons on a shift. Additionally, the Assistant Operations Manager must work daily with staff from several other departments (Finance, Marketing, HR, and Technical) to deliver a seamless experience to our guests 

Duties and Responsibilities

• Always exhibits the highest professional standards. 

• Ensure all team members in your reporting line (Operations Team) consistently deliver world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.

• Deliver initial and ongoing training of Operations Team as required for safe, efficient, and effective operation of assigned areas.

• Lead the team to be Guest-Obsessed, positive, proactive, and FUN always.

• Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the team.

• Achieve/Maintain/Exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.

• Lead by example, particularly on peak days, and be able to confidently work every guest facing position in the attraction.

• Trained, willing, and able to serve as manager on duty.

• Understands and clearly communicates KPIs and other success metrics to Operations Team.

• Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.

• Coaches and Manages Operations Team to provide best-in-class guest experience and maximize profit in all assigned areas.

• Demonstrates Vue Orleans Values at every opportunity and requires Operations team to do the same.

• Works closely with Marketing to deliver operational excellence in support of any events or new exhibits.

• Maintain facility appearance through established facility cleanliness standards.

• Handle guest complaints with offerings to make sure they are satisfied.

• Document guest feedback as well as worthy notes from shift.

• Accounting for the Vue Orleans including daily sales reporting, cash management, bank deposits, credit card processing.

• Ensures all employees & the attraction have proper certifications, licenses, & permits.

• Always maintains proper staffing while on duty.

• Ability to expand job responsibilities and collaborate with others to generate ideas and improve processes.

• Responsive and empathetic to guest needs; maintains guest focus while driving improvement and innovation.

• Represents the Company in a professional manner when conducting business.

• Trains line employees the proper way to delivery great service to guests. Making sure they know all policies, protocols & procedures.

• Other duties as assigned

Required Skills/Abilities

• Extensive knowledge of computer including Microsoft Office - Excel, Outlook, and Word

• Desire to work in fast-paced environments.

• Must be flexible and able to work a variety of shifts, including days, nights, weekends, holidays, and special events

• Ability to retain and represent the knowledge of the Ambassador Guide.

• Proven ability to work on multiple projects simultaneously and multitask, as necessary.

• Knowledge of MS Office products required, especially Word, Excel, Teams, and PowerPoint. 

Education and Experience

• Minimum of 1-2 years of service industry experience with 1 year of management/supervisor experience required including a visitor attraction, theme park, attraction, hotel, or theater environment; or equivalent combination of experience and education.

• Experience with POS systems preferred, especially Galaxy (ticketing) and Counterpoint (retail/inventory management)

Physical Requirements

• Frequent standing, sitting, walking, and reaching with hands and arms

• Occasionally may be required to stoop, kneel, or crouch

• May occasionally push, pull, or move up to 30 pounds