Seasonal Guest Service Ambassador (Empire State Building)
About The Position
The Seasonal Guest Service Ambassador is responsible for providing guidance to all Observatory guests as they make their way throughout the experience from the Lobby to the 86th/102nd Floor and back down to the Main Lobby. The Empire State Building Observatory Experience welcomes millions of visitors each year and is ranked the #1 Top Attraction in New York City. The ESBO has recently undergone a top-to-bottom renovation that includes a dedicated Guest entrance, an immersive, tactile, and digital museum that celebrates our icon from the moment it was conceived to its place today in pop-culture, and a completely re-imagined 102nd floor viewing experience. The renovations also include industry-leading Indoor Environmental Quality (IEQ) improvements such as bi-polar ionization, MERV 13 filters, and increased ventilation that led to the building’s achievement as the first building in the Americas to receive the WELL Health-Safety Rating.
Requirements
- Fluent in English with excellent communication skills; second language preferred
- Passion for delivering exceptional guest experiences, with a naturally outgoing, approachable personality and the ability to connect easily with guests without being prompted
- High school diploma or equivalent preferred
- Experience in positions requiring customer service and communications preferred
- Must be available to work days, nights, weekends and holidays as early as 4:45am or as late as 2:15am
- Must be able to stand for the duration of an 8-hour shift
- Must be able to work on high floors and travel in tight spaces such as elevators
- Must be able to read and follow a post assignment schedule
Responsibilities
- Engaging and guiding Observatory guests throughout the attraction, providing clear and friendly directions to ensure a memorable experience
- Responding to guest questions promptly and consistently with a positive and welcoming attitude
- Addressing customer complaints with empathy and professionalism, ensuring they are directed to the appropriate personnel for resolution
- Maintaining high levels of enthusiasm and positivity throughout the entire shift to create a joyful atmosphere
- Ensuring reliability and punctuality to enhance the overall guest experience
- Standing outside in various weather conditions for short periods, always with a warm and welcoming demeanor
- Monitoring staircases as guests walk up or down, ensuring their safety and comfort with attentive care
- Observing and reporting any improper conditions within the assigned workspace to maintain a pleasant and safe environment
- Adhering to all uniform and grooming standards (e.g., no visible tattoos, appropriate hair length, clean-shaven, good hygiene, and following a uniform wash cycle) to present a professional and approachable image
- Following ESB policies and management directives to ensure consistent and high-quality service
- Answering guest inquiries over the phone and redirecting calls as needed with courtesy and efficiency
- Setting up stanchions and properly aligning them to suit guest traffic, ensuring smooth and organized flow
- Preparing detailed written reports of unusual activities at management’s request, with attention to accuracy and clarity
- Pleasantly assisting guests with non-ESB related inquiries upon request, always with a helpful and friendly attitude
Benefits
- Benefits as per Local 32BJ Collective Bargaining Agreement.
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
