Operations Manager

Elmont, New York Retail Posted October 19, 2023
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Title: Operations Manager
Company Description: Global Retail Platform
Location: Elmont, New York
Salary: $150K
Salary rate is commensurate with experience and is an estimated range provided by JBC.


  • Manage the daily operations for the Village and ensure the cleanliness of all common areas including restrooms, walkways, parking garage, and administrative offices
  • Liaise with the Facilities Management team on any FM-related issues, ensuring the Village is always guest-ready and taking any corrective actions where required
  • Work collaboratively with other departments including Retail, Marketing, Retail Development, Tourism, and Real Estate to provide an outstanding guest experience & exceptional services 
  • Oversee all Operations contracts with high standards of safety, security, cleanliness, and traffic management. 
  • Develop and educate staff to follow Standard Operating Procedures (SOP’s) including:
    • Security, Health and Safety
    • Cleaning standards
    • Staff grooming and uniform presentation
    • Guest and staff interaction & staff courtesy
  • Manage business partner contracts to agreed standards, ensuring compliance with Key Performance Indicators (KPIs)and hold regular performance meetings- including:
    • Housekeeping
    • Waste Management
    • Parking Facilities and Car Valet
    • Shuttle Bus Services
  • Develop the operations department budget supporting the preventative and annual maintenance plans and monitor expenditures against budget
  • Oversee sustainability initiatives ensuring reporting data and supports submission for certification (ie. BREEAM in Use and LEED Certifications)
  • Establish standards and is available educate housekeeping staff on cleanliness and tidiness
  • Ensure exterior and interior landscaping is properly maintained
  • Develop a transportation plan and monitor the on-time performance of the shuttle buses
  • Assist with the development and implementation of the Valet, ADA, and staff parking plan
  • Manage the snow removal contract and budget for any unexpected weather events
  • Ensure the team is available to resolve any guest issue and/or service recovery and have opportunities to surprise and delight guests
  • In line with the direction given by the Retail team, work closely with brand partners (retail and F&B) on a daily basis to ensure their facilities and plans are aligned with those for the village, to provide their staff direction/clarity on hospitality standards and ensure they are in the loop with any issues which may affect footfall/sales guest satisfaction
  • Take the lead during any incidents and restore normal business operations.  During incidents involving Security, Health & Safety matters, assist in service recovery and follow-up in line with company policy
  • Responsible for compliance with Occupational Health and Safety Administration (OSHA) regulations and writing safety procedures for the health and safety of our staff
  • Collaboratively work with Retail, Marketing & Tourism teams to ensure alignment with their  daily, weekly and monthly marketing promotions and plan accordingly
  • Lead daily morning huddle, ensuring all key departments provide an update on their plan for a day
  • Lead regular daily inspections of all facilities (including key boutiques) along with Directors to ensure they are compliant with standards, noting any corrective actions (and ensuring these are addressed with the relevant teams) and that all facilities are clean, working and friendly at all times
  • Prepare daily performance reports with commentary on key actions/learnings, and provide any hospitality performance data to senior leadership as required


  • Preferred experience in similar role ideally within either the Events Industry, Retail or Tourism and Travel industries
  • Able to manage complexity and able to deliver with short deadlines
  • Outstanding stakeholder management, strong relationship building and influencing skills
  • Ability to work in a team environment and autonomously
  • Demonstrates drive, resilience, open and innovation when working in a dynamic and fast paced environment. Decisive and collaborative in equal measures
  • Experience in managing and coordinating crisis and emergency response 
  • Excellent verbal, written, interpersonal & communication skills


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