Tour Ambassador [PTE]

ASM Global•New York, NY

4d•Onsite

About The Position

The Tour Ambassador serves as a dynamic and engaging representative of One World Observatory, delivering exceptional guest experiences through guided tours, storytelling, and educational presentations. This role is responsible for connecting guests to the history, significance, and unique perspectives of New York City and One World Observatory while ensuring a safe, welcoming, and memorable experience.

Requirements

Associate degree in Hospitality Management, Tourism, Communications, History, Education, or a related field preferred.
Minimum of two (2) years of experience as a tour guide, presenter, educator, performer, interpreter, or guest-facing professional in a hospitality, tourism, entertainment, museum, attraction, or cultural environment.
New York City Tour Guide License and knowledge of New York City history, landmarks, and attractions preferred.
Demonstrated commitment to delivering exceptional guest service with a high level of professionalism.
Strong public speaking, storytelling, presentation, and interpersonal communication skills, with the ability to engage diverse audiences.
Ability to learn, retain, and effectively communicate historical, cultural, technical, and operational information.
Energetic, outgoing, and proactive approach to guest engagement and daily responsibilities.
Ability to maintain composure and professionalism while addressing guest questions, concerns, and service recovery situations.
Proficiency in Microsoft Office applications; familiarity with presentation technology and social media platforms preferred.
Ability to work effectively in a fast-paced, high-volume environment while maintaining attention to detail.
Ability to adapt to changing business needs, guest expectations, and operational priorities.
Ability to work a flexible schedule, including evenings, weekends, holidays, and special events.
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.

Nice To Haves

Associate degree in Hospitality Management, Tourism, Communications, History, Education, or a related field.
New York City Tour Guide License and knowledge of New York City history, landmarks, and attractions.

Responsibilities

Welcome and engage guests throughout the Observatory experience, providing exceptional hospitality and service.
Lead guided tours and educational presentations for individuals and groups, delivering accurate, engaging, and informative content.
Share historical, cultural, architectural, and operational information about New York City, One World Observatory, and surrounding landmarks.
Answer guest questions and provide recommendations, directions, and information to enhance the overall guest experience.
Monitor assigned areas to ensure guest safety, comfort, and adherence to established policies and procedures.
Assist in resolving guest concerns and service issues, escalating matters to leadership when appropriate.
Prepare, maintain, and utilize tour materials, presentation aids, and other educational resources.
Deliver presentations confidently and effectively to audiences of varying sizes and demographics.
Remain knowledgeable about Observatory exhibits, attractions, programs, special events, and operational updates.
Support special events, VIP experiences, group tours, and other guest engagement initiatives as assigned.
Maintain a professional appearance and represent the organization positively at all times.
Perform other duties as assigned by leadership.