General Manager - The FRIENDS™ Experience, New York City

About Original X Productions and The FRIENDS™ Experience

Original X Productions operates leading worldwide immersive entertainment experiences such as The FRIENDS™ Experience and Hershey Super Sweet Adventure. Their focus lies in delivering exceptional guest storytelling with safety, enthusiasm, and excellence as core values.

Position Overview

We are looking for a General Manager to oversee all facets of The FRIENDS™ Experience in New York City. This role requires ownership of the onsite operation, including team recruitment and leadership, guest experience excellence, financial management, facility upkeep, and overall site success. As the senior leader on location, you will embody a visible, hands-on leadership style that inspires and coaches teams while serving as the primary representative of the venue.

Core Responsibilities

• Command the daily operation to deliver outstanding guest experiences efficiently and within budget.
• Instill a culture focused on hospitality excellence, ensuring every visitor enjoys a seamless and memorable visit.
• Recruit, cultivate, and guide a high-performing leadership team emphasizing accountability, teamwork, and continuous development.
• Design and manage staffing plans that balance operational requirements with team satisfaction and labor efficiency.
• Oversee all operational segments such as ticketing, point-of-sale, attraction and guest services, retail, dining, security, cleaning, marketing activations, group events, photography, and guest flow management.
• Collaborate with the Assistant General Manager and operational leaders to maintain consistency and superior service daily.
• Analyze guest feedback and business data to implement ongoing improvements to guest satisfaction.
• Partner with technical and vendor teams to ensure the attraction is maintained to the highest standards through preventative maintenance and upkeep.
• Ensure compliance with health, safety, and all regulatory and company operational policies.
• Manage relationships with vendors and third-party service providers to guarantee service quality aligned with company standards.
• Work closely with Finance to oversee budgets, labor costs, and financial performance while seeking profitability improvements.
• Leverage operational metrics and insights to support informed decisions and continuous business enhancements.
• Coordinate with cross-functional departments including Operations, Revenue, Marketing, Finance, HR, Technical Services, Production, and Creative to accomplish company goals.
• Build and maintain strong partnerships with landlords, local stakeholders, and community organizations, acting as the official venue liaison.
• Adapt effectively to dynamic business needs, guiding the team through changing priorities without compromising operational excellence.
• Promote a culture prioritizing guest satisfaction, operational quality, and team engagement, resulting in excellent reviews and repeat visitors.
• Take on Manager on Duty (MOD) responsibilities as required.

Candidate Qualifications

• Minimum five years of progressive leadership experience within hospitality, themed entertainment, attractions, retail, experiential marketing, or other fast-paced guest-facing industries.
• Strong track record in managing large teams and developing mid-level managers.
• Experience in recruiting, performance management, employee growth, and fostering engagement.
• Proven ability to craft labor strategies and coordinate scheduling that meets operational demands and supports employee experience.
• Solid operational and financial expertise managing budgets, labor forecasting, and key business metrics.
• Competence in overseeing diverse operational areas such as guest services, retail, food and beverage, facilities, vendors, and safety compliance.
• Exceptional communication and relationship management skills with the capacity to influence across all organizational levels.
• High emotional intelligence to effectively handle guest issues, staff relations, and operational challenges professionally.
• Excellent organizational skills with the ability to juggle multiple priorities and maintain close attention to detail.
• A hands-on leadership approach that builds trust through active participation and accountability on the floor.
• Willingness to work flexible schedules including evenings, weekends, and holidays according to business needs.

Compensation and Work Environment

The estimated salary range for this role is $80,000 to $100,000, which varies based on each candidate's qualifications, training, experience, and certifications. This figure is a general estimate and does not reflect geographic salary adjustments.

Equal Opportunity Employer

We are dedicated to diversity and inclusion and encourage candidates from all backgrounds, including people with disabilities, to apply. Our mission is centered on creating joyful experiences for our fans and rewarding careers for our team.