Seasonal Guest Service Ambassador (Empire State Building)

Empire State Realty Trust • New York, NY

2d • Onsite

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, the “World's Most Famous Building," owned by Empire State Realty Trust, Inc. (ESRT: NYSE), soars 1,454 feet above Midtown Manhattan from base to antenna. The $165 million reimagination of the Empire State Building Observatory Experience created an all-new experience with a dedicated guest entrance, an interactive museum with nine galleries, and a redesigned 102nd Floor Observatory with floor-to-ceiling windows. The journey to the world-famous 86th Floor Observatory, the only 360-degree, open-air observatory with views of New York and beyond, orients visitors for their entire New York City experience and covers everything from the building's iconic history to its current place in pop culture. The Empire State Building Observatory Experience welcomes millions of visitors each year and is ranked the #1 Top Attraction in New York City for the fourth consecutive year in Tripadvisor’s 2025 Travelers’ Choice Awards: Best of the Best Things to Do, "America's Favorite Building" by the American Institute of Architects, the world's most popular travel destination by Uber, and the #1 New York City attraction in Lonely Planet’s Ultimate Travel List. Since 2011, the building has been fully powered by renewable wind electricity, and its many floors house a diverse array of office tenants such as LinkedIn and Shutterstock, as well as retail options like STATE Grill and Bar, Tacombi, and Starbucks. 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. Within the museum’s more than one dozen memorable moments, we could not resist but sprinkle a little extra fun with the inclusion of our Kong exhibit where visitors walk through an office from the 1930’s complete with the famous, giant ape's fingers pierce the walls as he dangles from the building and dodges vintage fighter planes. Those brave enough can even step into Kong's hands – but beware, you might feel the power of this fearsome ape firsthand! 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. Overall, the Guest feedback has been stellar! New York Times’ quote: “…exhilarating and intimate.†Are you a driven, self-motivated and results oriented professional who thrives on building a winning team? Do you define success as the ability to drive revenue, EBIDTA, and deliver an exceptional experience? Then join our team and experience the rewards of hard work, teamwork, learning, and dedication to create a “best-in-class†attraction that requires excellence in all that we undertake.

Requirements

• High school diploma or equivalent preferred
• Experience in positions requiring customer service and communications preferred
• 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

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.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED