Job Description

Sr. Director, Hospitality Operations

TopView Group, a well-established sightseeing company with over a decade of successful operations in New York City, is currently experiencing rapid growth on a global scale. Powered by in-house technology, TopView Group creates one-of-a-kind experiences for everyone around the world. Our rapidly growing portfolio of products provides a variety of popular adventures, including hop-on hop-off bus tours in NYC and London, special events such as Tea Around Town and North Pole Express, sightseeing and event cruises, bike rental and tours, walking tours, and Attraction Pass.

Tea Around Town (), our recently launched product, is an elegant tea room experience atop a double decker bus. Since launch, Tea Around Town has gained significant popularity and has been featured on NBC News, Time Out, etc. Our goal is to offer world class white glove service consistently to customers, while catering to demanding schedules and achieving cost efficiency. After a successful launch in New York city, we have expanded the offering to Philadelphia, Washington DC, Atlanta, Houston and Dallas, and are looking to expand to many other exciting locations.

Our company culture thrives on fast pace, innovation, and productivity, catering to more than one million guests annually. As we experience this exceptional growth, we are seeking a dynamic and skilled Senior Director of Hospitality Operations to oversee all operational and hospitality aspects of Tea Around Town across all current and future locations. If you are ready to build something big, then you are the perfect fit!

In this role, you will be responsible for the execution of Tea Around Town experience across all national and international locations. This would include managing all aspects of operations and hospitality to meet and exceed our customer expectations. You will also oversee the rapid expansion of this product into multiple other locations. Additionally, you will participate in identifying and developing new revenue growth opportunities in collaborating with other teams. The ideal candidate will be a strategic thinker, and an exceptional leader with a proven track record of optimizing operational efficiency and customer experience.

Responsibilities:

• Manage and supervise all aspects of the product execution (both front and back of house) to ensure flawless product execution and deliver a world class experience consistently across all geographies.
• Lead launch related activities in multiple locations to ensure timely and successful launch in all locations.
• Be responsible for hiring, training, scheduling, managing, and performance monitoring of all staff.
• Collaborate with cross functional teams within the organization to seamlessly execute all product changes, promotions, press events, and new product launches; foster productive relationships and promote inter-departmental synergy.
• Develop and streamline procedures and processes to support rapid scalability of the product.
• Gather and analyze customer feedback collected through various forums to determine and implement changes to improve customer experience.
• Actively seek new revenue generating opportunities through redeployment/ better utilization of existing resources.
• Develop, refine and ensure compliance with all SOPs across all locations.
• Develop and manage key partner relationships with caterers, bus yards, maintenance facilities etc.
• Establish routine quality assurance procedures, identify gaps between the achieved product quality and anticipated product standards, and implement corrective actions in a timely manner.
• Analyze current operational processes, identify bottlenecks, inefficiencies, and areas for improvement; propose and implement process enhancements to optimize resource utilization and increase cost efficiency.
• Maintain accurate inventory control for consumable and non-consumable items across all sites, and ensure stock levels stay within established parameters.
• Continually seek opportunities to lower procurement costs through product changes, vendor negotiations and new vendor identification.
• Identify potential risks within operations and develop plans to mitigate them; implement robust contingency plans to ensure business continuity in the face of unexpected challenges.
• Work closely with the finance team to develop and manage operational budgets; monitor expenditures, identify cost-saving opportunities, and ensure financial discipline within the operations function.
• Uphold stringent safety protocols and uncompromising food quality standards throughout all operational processes.
• Represent the company professionally to governmental agencies, other business entities and the community at large.

Qualifications:

• Degree in an applicable discipline - preferably in a business, operations, hospitality management or related field
• 12+ years of operations or hospitality management experience in a dynamic and fast-paced environment
• Strong people leadership experience in hiring, managing, motivating and performance managing teams of 100+ spread across multiple locations
• Proven track record in elevating customer experience
• Ability to establish priorities, manage workload, and respond with a sense of urgency in a fast paced and dynamic environment
• Exceptional data analysis and presentation skills
• Proven ability in performing root cause analysis and presenting logical conclusions from analysis
• Openness to work weekends, holidays and extended hours, as needed, and be available to respond to situations
• Experience with various productivity, project management and financial suites like Google Workspace, MSOffice, Monday.com, ClickUp.com, SAP, Netsuite etc.
• Effective verbal and written communication skills
• Experience negotiating with vendors on price, quality and payment terms
• Work schedule is 50+ hours a week; must be available to work weekends and holidays.
• Work location: Midtown, NYC; valid driver’s license required.
• Willing and able to travel about 50% of the time.

Benefits

• Bonus pay
• Paid time off
• Health insurance (medical, dental, vision)
• Pre-tax commuter benefit
• Tour and entertainment discounts

Compensation: $150k-$175k + performance metrics based bonus

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