General Manager

POSITION: General Manager                    

DEPARTMENT: Administration      

REPORTS TO: Regional Vice President, Attractions   

FLSA STATUS: Exempt     

LEGENDS & ASM GLOBAL

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering end-to-end solutions – from venue development and event booking to revenue strategy and hospitality.

Legendsbrings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 350+ iconic venues stadiums, arenas, conventions centers and theaters.

Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment?Join us to make legends happen!

THE ROLE

The General Manager of View Boston in Boston, MA functions as the primary strategic business leader of the property, with responsibility for all aspects of marketing the venue and managing the operation of the overall business, including guest experience, event innovation, financial performance, sales and revenue generation and delivering a return on investment to key stakeholders.  The GM ensures implementation of best practices, with the objective of exceeding guest expectations and increased profits.  The person stepping into this role holds the property leadership team accountable for strategy execution and guides their individual professional development.  The GM ensures sales engines are leveraged, initiating independent and proactive sales activities, when appropriate, to generate demand.  This role is actively involved in the entertainment and tourism communities, and builds strong relationships with local officials, businesses, and customers. The GM oversees a staff of seasoned professionals across the entire operation including Operations, Sales & Marketing, Events, Food and Beverage, Finance and Human Resources.  He/She/They will also own the relationships with influencer relations, as well as internal and external Communications, to develop and drive impactful strategies that will grow sales and elevate guest experience.

KEY RESPONSIBILITIES

Business Strategy Development

Attends relevant industry events and conventions to remain current with industry trends/innovations and monitor strengths and weaknesses of competition; explores new business opportunities; develops business plans designed to maximize property customer satisfaction, profitability, and market share; ensures property business plans are aligned with Legends business strategies.

Business Strategy Execution

Executes business plans designed to maximize property customer satisfaction, profitability, and market share; ensures that property business plans and employees are aligned with brand business strategies; holds property leadership team accountable for successful delivery of business plans; experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability; evaluates the success of property business strategies to inform future business plan enhancements; continually ensures business plans and actions have a positive impact on property performance.

Sales and Marketing

Works closely with Sales and Marketing team to develop revenue generating strategies for property; identifies new business leads, develops tailored sales approach, and actively pursues leads with Sales and Marketing team; ensures sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals.

Talent Management and Organizational Capability

Creates a cohesive and high-performance operational team that continuously strives for positive results and improvement; coaches team members by providing specific feedback and holds them accountable for performance; creates learning and development opportunities for employees; creates and effectively executes development plans for both direct reports based on their individual strengths, development needs, and career aspirations; ensures all managers are doing the same for their direct reports; identifies resource needs to strengthen property team; creates succession plans for future job openings; actively supports the staffing process; ensures effective work processes, systems and teamwork are in place to maximize individual and overall property performance.

Brand Champion

Serves as a passionate brand advocate and ensures that the intent of the brand is pulled through in the guest experience; communicates a clear and consistent message regarding property and brand goals to employees, and the corporate leadership team; serves as a role model by demonstrating exceptional work ethic and service delivery for all employees on property; champions change; inspires and motivates team to achieve operational excellence; represents brand values in all leadership actions.

Business Information Analysis

Reviews business related data such as market share, financial performance, employee engagement, and customer satisfaction; analyzes business information to proactively address changing market conditions, ensure property operates within budgetary guidelines, and achieves profit margin goals; uses business information to identify indicators of product and service successes and opportunities for improvement; integrates business information into business plans.

Revenue Management

Works with the team to develop effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction; ensures demand forecasting and sound revenue practices are in place to maximize yield; controls labor and capital expenses.

Owner Relations

Builds strong rapport with ownership through proactive and on-going communications as well as in-person meetings with the View Boston executive team; keeps owners informed of Legends initiatives and guest experiences; provides owners with in-depth analysis of property performance, incorporating guest, financial and employee business data; manages an effective balance between owner interests and Legends brand interests and develops solutions that create value for both; develops and effectively promotes ideas for improving property service and profitability to ownership.

Customer and Public Relations Management

Interacts with guests and other customers on a frequent basis to obtain feedback about their View Boston; utilizes guest/customer feedback to recognize outstanding employee service performance and improve service delivery; emphasizes and holds leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed guest expectations; establishes presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers; anticipates needs of large groups or  high profile guests to deliver flawless service; ensures that products, services, and events attain the appropriate publicity.

Legends Policy, Procedures, and Standards Compliance

Ensures property compliance with legal, safety, operations, labor, and Legends brand product and service standards; conducts both routine and short-notice quality assurance audits with specific departments; holds employees accountable for performing audits on a regular basis; conducts detailed walk-throughs to ensure building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations; ensures employees are appropriately trained and performing to standard.

ESSENTIAL DUTES AND RESPONSIBILITIES

• Own the forecast and strategy for the entire View Boston operation in Boston, MA.
• Leverage Legends Global Attractions resources as well as oversee organization at the asset level.
• Build strong relationships with building ownership through proactive and on-going communication.
• Represent View Boston/Legends Global Attractions as required, including attendance of important functions, industry events and public meetings.
• Oversee quality control throughout the View Boston experience, establishing goals for each department in partnership with division managers.
• Evaluate and advise on the impact of long-range planning, introduction of new programs and strategies.
• Enhance and/or develop, implement and enforce policies and procedures that will improve the overall operation and effectiveness of the View Boston.
• Translate strong initial first two years into lasting growth to ensure sustainability.
• Assist in the development of best practices and learnings in operations, sales, consumer engagement and associate training, to assist in the development and growth of the View Boston brand.

QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• The ideal candidate will have a bachelor’s degree, preferably in marketing, communications, business, hospitality or related field.  A combination of practical experience and education will be considered as an alternative.
• 10+ years of related experience, preferably in management operations, high-volume sales and marketing management, finance and accounting, or related professional area. Experience in traditional attractions, ticketed museums, amusement parks, or family entertainment centers a plus.
• A deep understanding of traditional and innovative sales and marketing strategies; a proven track record of implementing initiatives that will drive brand awareness and demand.
• Tremendous communication and leadership skills, with the ability to work seamlessly with peers and senior leaders across all business functions.
• The demonstrated ability to align View Boston internally around critical sales and marketing initiatives, to enhance the guest experience.
• The vision to seek out new strategic partnerships and initiatives to boldly define and articulate the brand value proposition in the market.
• Significant experience building winning integrated sales, marketing, and operations teams and culture.
• Proven leadership experience in a sales environment includes coaching, mentoring, hiring, training, and performance management.
• Experience in food & beverage management for an entertainment, resort or restaurant venue. 
• Ability to proactively prioritize, manage, and complete multiple projects simultaneously within time constraints and with strong attention to detail.
• Knowledge of the local and regional attractions markets, venue operations, and special events industries.
• Strong strategic thinking, analytical, and leadership skills, along with excellent written and oral communication skills.
• Strong analytical and financial skills a must; understanding of data analysis, research process, ticket sales patterns, and demographic trends. 
• Must be creative and resourceful with excellent negotiation and communication skills. 
• Experience managing a wide variety of internal and external stakeholders.  Master collaborator.  Team player who excels in mediating among multiple divisions and external partners and vendors.
• Entrepreneurial, with the ability to balance strong creativity and innovation with practical solutions.
• Experience thriving in a fast-paced environment.  Must have the ability to adapt to change daily.  Passion for the space required.
• Experience in domestic and international tour & travel/group sales.
• The ability to effectively evaluate the risks and liabilities of special events and venue rentals.
• Ability to develop and deliver sound recommendations to senior management.
• Organization and planning skills, ability to prioritize and handle multiple tasks, as well as delegate effectively.
• Ability to work both traditional and non-traditional hours (nights, weekends, holidays) as required.

COMPENSATION

Competitive base salary plus bonus potential, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

Location:On Site - View Boston

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

NOTE:

The essential responsibilities of this position are described under the above headings. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Legends & ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.