Assistant General Manager [HERO] (On-Site)

HERO NYC is the premium experiential brand for the next era of immersive storytelling brought to you behind the minds of MATTE Projects and Collective. Our stories build from epic characters inviting guests to step into the far future with spatial audio and video, set in the iconic Rockefeller Center as its backdrop. Offering intrinsically diversified programming, HERO appeals to daytime and nighttime audiences alike with our unique partnership and events strategies. Fueled by the power of imagination and innovation, HERO is the destination for all encompassing narratives of today and beyond. 

About this role:

The Assistant General Manager (AGM) will play a key role in supporting the Operations and Experience Director in the daily operations of HERO. The AGM will oversee multiple departments, ensuring smooth execution of all experiences and events while upholding HERO’s reputation for excellence. This role requires a highly organized and proactive leader with a strong background in hospitality, operations, and guest experience.

Key Responsibilities:

• Operational Leadership: Assist in the development and implementation of policies, procedures, and best practices to optimize efficiency and guest satisfaction.
• Cross-Department Oversight: Manage the day-to-day operations, scheduling, recruitment, and hiring across all HERO departments, including Guest Experience, Food & Beverage, Retail, Events, Facilities, and Audio-Visual.
• Financial Management: Monitor and manage HERO’s budget, track expenses, and ensure financial goals are met. Process and submit weekly payroll and daily sales/revenue reports.
• Guest Experience & Issue Resolution: Maintain and enhance HERO’s high standard of customer experience by responding to guest needs, resolving complaints, and ensuring all team members are aligned with service expectations.
• Stakeholder Engagement: Build and maintain relationships with key stakeholders, including partners, vendors, employees, and guests. Represent HERO at industry events and networking opportunities.
• Industry Awareness: Stay up-to-date with industry trends, emerging technologies, and competitive benchmarks to ensure HERO remains at the forefront of experiential entertainment.

Qualifications & Requirements:

• Bachelor’s degree in Hospitality Management, Business, or a related field.
• 5+ years of experience in hospitality, entertainment, or venue management.
• Proven leadership and management skills with the ability to oversee diverse teams in a fast-paced, high-energy environment.
• Strong understanding of operations, financial reporting, and budgeting.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work flexible hours, including evenings, weekends, and holidays, based on HERO’s programming needs.
• Passion for immersive entertainment, live experiences, and guest engagement.
• Requirement to be on-site for this role.

Salary Range:  $90,000-110,000/year based on experience

Benefits include:

• Full Medical, Dental, and Vision coverage
• 401k with a 4% company contribution max match (eligible after 6 months of employment)
• Fully covered yearly Citibike membership 
• Talkspace membership 
• Competitive PTO package
• End of Year Recharge paid time off
• Sabbatical Program option after three years of employment with us
• Parental Leave for all new parents

HERO provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, HERO will provide reasonable accommodations for qualified individuals with disabilities.