Guest Services Supervisor

Empire State Realty Trust•New York, NY

1d•$70,000 - $75,000•Onsite

About The Position

The Guest Services Supervisor will play a key role within the dynamic Observatory Operations team at the iconic Empire State Building, New York City’s most iconic tourist attraction. This individual will bring a passion for exceptional guest experiences, along with the ability to inspire, lead, and motivate a team to consistently deliver service at the highest standard. The position requires leadership skills, problem solving and decision-making ability, high energy and enthusiasm, and the ability to communicate effectively with staff, guests and third parties. This role requires demonstrated experience managing, scheduling, and directing large, diverse teams in a fast-paced, high-volume environment. Your responsibilities will include direct oversight of Observatory union front line personnel and overall day-to-day guest flow and operations of the attraction, as well as ensuring that all guests’ concerns are met with the highest standards of professionalism and empathy at a level conducive to a world class environment. This role will require the availability to work rotating shifts (opening as early as 6AM and closing as late as 1:30AM) including weekends and holidays.

Requirements

Must have superior customer service skills
Must be proactive in making spontaneous decisions that support the overall goals of the business
Must be able to multi-task and prioritize departmental functions to meet deadlines
Ability to work under demanding operational conditions
Strong communication and public speaking skills
Excellent organizational skills
Effective problem solving and decision-making ability
Some knowledge of ticketing systems, preferably Ventrata
Proficient in Microsoft Office to include Word, Excel, Power Point, Outlook, etc.
Bachelor’s degree or higher in Hospitality and/or Tourism field preferred, or equivalent in work experience
3+ years in supervisory position in tourism/hospitality field preferred
Experience in a high-volume attraction or venue preferred
Must be able to stand and walk for extended periods of time
Must be able to work near and ride in elevators
Must be able to work on high floors

Responsibilities

Oversee the day-to-day operations of the Observatory
Prepare and maintain daily staff schedules, communication logs, and other required documents daily
Supervise three departments: Guest Service Ambassadors, Cashiers, and Custodial
Employee time management
Provide superior customer service to all guests
Ensure front line staff are positively adding to the guest journey
Promote positive resolutions for all guest concerns
Coach and motivate employees to deliver superior customer service
Document all staff
Ensure proper staffing levels are in place day-to-day due to operational needs which includes the need to reduce staffing levels based on weather conditions, call outs, and other unforeseen circumstances
Ensure operational efficiency by managing staff assignments to optimize coverage
Ensure a physical inspection of the entire guest route is completed to deliver a seamless, safe, secure, healthy, spotless, and fully functional environment to our guests
Works close with all operation managers to develop an extensive and comprehensive knowledge of product offerings, pricing recommendation, up-selling programs, and staff incentives to drive incremental sales
Performs random cashier audits and organize cash drops with Guarda
Performs corrections, voids, and returns as needed to support the cashiers
Communicate all IT issues including but not limited to kiosks, digital screens, ticketing systems, etc.
Maintain proper communication and collaborate with other departments such as Group Sales, Public Relations, Marketing, Building Operations, and Human Resources
Investigate and handle guest complaints on review platforms