Guest Services Ambassador [PTE]

ASM Global•New York, NY

4d•Onsite

About The Position

The Guest Services Ambassador is a highly visible, guest-facing role responsible for delivering exceptional service and creating memorable experiences for local, domestic, and international visitors. As the primary representative of the Guest Services Desk, this position provides information, assistance, and issue resolution while maintaining a welcoming, organized, and professional environment. The Guest Services Ambassador plays a critical role in supporting daily operations and ensuring every guest interaction reflects the Observatory’s commitment to world-class hospitality.

Requirements

One (1) to three (3) years of guest service, hospitality, tourism, attractions, retail, or related experience preferred.
Familiarity with New York City landmarks, attractions, and the tourism industry preferred.
Multilingual and/or sign language proficiency preferred.
Demonstrated commitment to delivering exceptional guest service with a high level of professionalism.
Ability to learn, retain, and communicate historical, technical, and operational information.
Strong interpersonal, communication, and presentation skills, with the ability to engage diverse audiences.
Energetic, outgoing, and proactive approach to guest interactions and daily responsibilities.
Proficiency in Microsoft Office applications; experience with point-of-sale systems and related operational software preferred.
Ability to work effectively in a fast-paced, high-volume environment while maintaining attention to detail.
Ability to adapt to changing business needs and operational priorities.
Ability to work a flexible schedule, including evenings, weekends, holidays, and extended hours as business needs require.
Ability to stand and walk for extended periods; frequently bend, stoop, kneel, reach, push, and pull; lift and carry up to 50 pounds; and work safely in a fast-paced environment.

Responsibilities

Deliver exceptional guest service by engaging guests, answering questions, resolving concerns, and providing assistance in person and by phone.
Provide information about the Observatory experience, New York City attractions, landmarks, transportation, and local dining options.
Assist guests with ticket purchases, tour reservations, upgrades, and other Observatory products and experiences.
Maintain a thorough knowledge of the Observatory layout, attractions, policies, and operational procedures to effectively answer guest inquiries.
Present information clearly, confidently, and professionally in a high-volume, interactive environment.
Ensure the safety, comfort, and satisfaction of guests within assigned areas.
Accurately document guest interactions, update guest information, and complete required reports and records.
Maintain a positive, professional, and collaborative approach while supporting team and operational objectives.
Work a flexible schedule, including nights, weekends, holidays, and special events.
Perform other duties as assigned by leadership.