Seasonal Guest Service Ambassador (Empire State Building)

Seasonal Guest Service Ambassador

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.

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

What Success Looks Like

• A successful Guest Services Ambassador provides a warm, welcoming experience by guiding guests, answering questions, and resolving concerns with professionalism. They maintain enthusiasm, ensure safety, follow ESB standards, and keep guest flow organized. Success means creating a joyful atmosphere, being reliable and attentive, and delivering exceptional service that reflects the iconic Empire State Building.

Required Skills/Abilities

• 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

Education & Experience

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

Physical Requirements

• Must be available to workdays, 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

Company Culture & Success Factors

• Adaptable you are a self-starter who's able to quickly digest and execute new processes to work both collaboratively and independently
• Dynamic you are solutions-oriented, aim to improve processes and implement efficiency, and offer insightful feedback to improve ESRT
• Dependable you take a strong sense of ownership and accountability over your work
• Passionate you keep up with industry trends and are excited about the potential to propel the industry forward with a "roll-up-your-sleeves" attitude
• Curious you consistently look for new ways to work smarter, not just harder
• Ethical you treat others with respect, act with integrity in how you perform your work, and embrace our collaborative culture
• Positive you possess a service-oriented attitude with excellent follow through

Benefits

• Benefits as per Local 32BJ Collective Bargaining Agreement.

$22.94 - $30.59 an hour

ESRT is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity, innovation, and the success of our business. We do not discriminate based on race, religion, color, creed, national origin, sex, sexual orientation, gender identity or expression, reproductive choices, age, marital status, veteran status, disability status, pregnancy, parental status, caregiver status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination. Reasonable accommodations that do not create an undue hardship for the Company are available for applicants and employees with disabilities or sincerely held religious beliefs.