FT Hudson Yards Vessel Brand Ambassador (Customer Experience)

Related•New York, NY

7d•$25•Onsite

About The Position

The CX Vessel Brand Ambassador is responsible for helping guests make the most of their visit to The Vessel. They are also responsible for helping guests plan for the rest of their visit to Hudson Yards – after their visit to Vessel. This role starts by setting the tone of the experience for every guest. They demonstrate the Related brand in everything they do, from how they greet, welcome, and help guests, to how they tell stories and/or solve problems. The CX Vessel Brand Ambassador is positioned throughout the attraction, at various posts. The person assuming this role will help scan tickets, help guests check in, offer to take pictures, tell stories about the Vessel and the Hudson Yards neighborhood, help guests navigate the attraction, and get them interested in exploring the Vessel further. They will accomplish this by being well-versed with Vessel factoids, including information about its architecture and design, as well as its history and purpose. This role is also responsible for understanding how Vessel fits into the context of Hudson Yards – its relationship to The Shops and Restaurants, the commercial buildings surrounding it, as well as the other attractions onsite: Edge and City Climb. In addition, the person assuming this role is expected to help curate experiences for guests beyond The Vessel. They will ask questions to understand the purpose of the visit, make recommendations for shopping or dining, should their questions uncover a need. They will also facilitate sales of tickets to Edge or City Climb when the opportunity arises. In short, brand ambassadors are the key for every guest to make the absolute most of their time at Hudson Yards.

Requirements

Superior intentional observation skills.
Delivering our brand while standing and climbing stairs for the duration of the shift; able to lift up to 50lbs, as necessary
Hosting and anticipating guest and tenant needs.
Strong memory and/or organizational method for tracking customer preferences and names.
Self-motivating to incorporate changing priorities.
Exceptional verbal and written communication skills.
Capacity to adapt and overcome challenging situations.
Build rapport quickly and effectively with customers and colleagues.
Strong critical thinking skills, particularly around problem solving.
Ability to continuously improve and seek growth.
Juggle technology and interpersonal communication seamlessly.
Manage large groups of people at events.
Strong sense of professionalism reflected in daily appearance, posture, and preparedness.
Effectively incorporate coaching feedback.
Persevering during extreme weather, such as heat waves, extreme cold, strong winds, and heavy rains.
Minimum of bachelor’s degree, preference in Hospitality, Entertainment.
Flexibility to work non-traditional hours, including days, nights, weekends, and holidays.
Minimum three years in service and/or sales industry.

Responsibilities

Greet and welcome every guest
Check for and scan tickets at entry
Provide an overview of The Vessel to new visitors
Tell stories about The Vessel and Hudson Yards
Manage lines that form while waiting for elevator
Look for ways to foster a sense of community in the Vessel
Ask questions to understand reason for visit
Uncover opportunities for new Hudson Yards experiences
Suggest ways for the guest to enjoy The Vessel and the rest of Hudson Yards
Generate excitement about Hudson Yards in those who inquire
Facilitate restaurant reservations
Connect guests with activations and special events
Integration of sales promotions in collaboration with Edge and/or City Climb attractions
Remain well-versed in daily campus programming, events and activations across Hudson Yards
Adhere to any established tracking/ reporting systems as required by Hudson Yards Marketing/ CX Management
Support your coworkers’ efforts to deliver the brand.
Work as a positive team player to surpass individual and group expectations.
Collaborate with cleaning staff to ensure the pristine condition of the property.
Collaborate with security staff to ensure property is well secured.
Welcome feedback and adapt behaviors as appropriate.
Arrive on time and prepared for all scheduled shifts and maintain reliable attendance as an essential function of this role.
Share functional and cosmetic issues at the Vessel with supervisor.
Follow all safety, emergency and evacuation protocols
Assist guests with accessibility needs and mobility considerations, escalating when additional support is required
Identify potential safety risks (overcrowding, unsafe behavior, weather-related hazards) and escalate to security when necessary
Resolve guest issues and escalate to CX Supervisor for support, as needed