About Legends
Founded in 2008 as a hospitality management company, Legends has transformed into a holistic experiential services agency with more than 1,200 full-time and 30,000 seasonal team members globally. Legends has three core service divisions operating worldwide: Global Planning, Global Sales and Hospitality, offering clients and partners a 360-degree platform to elevate their brand and execute their vision. Overall Legends works with marquee clients across business verticals including professional sports; collegiate; entertainment; and conventions and leisure. We are the industry leaders in designing, planning and realizing exceptional experiences in sports, entertainment, and attractions.
Purpose of the Position
The General Manager of View Boston, based 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 associated with Legends, 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 Legends 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, 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.
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 Revenue Management 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 in Boston; 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 experiences; 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 in order to deliver flawless service; ensures that products, services, and events attain
the appropriate publicity
Qualifications
To perform this job successfully, the candidate must be able to perform each essential duty above at the highest Bachelor’s degree required, preferably in marketing, communications, business, or related field.
- 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 Experiences 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 including coaching, mentoring, hiring, training, and performance management.
- Experience in food & beverage management for a sports, 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 on a daily basis. Passion for the space required.
- Experience in domestic and international tour & travel/group sales.
- Ability to effectively evaluate 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 salary, commensurate with experience, and a generous benefits package that includes: medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.
Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, disability, or genetic information
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