Seasonal Guest Service Ambassador (Empire State Building)
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Job Location:
New York City, NY - USA
Monthly Salary:
$ 22 - 29
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
COMPANY SUMMARY
The Empire State Building the Worlds Most Famous Building owned by Empire State Realty Trust Inc. (ESRT: NYSE) soars 1454 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 buildings 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 Tripadvisors 2025 Travelers Choice Awards: Best of the Best Things to Do Americas Favorite Building by the American Institute of Architects the worlds most popular travel destination by Uber and the #1 New York City attraction in Lonely Planets Ultimate Travel List.
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 museums 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 1930s complete with the famous giant apes fingers pierce the walls as he dangles from the building and dodges vintage fighter planes. Those brave enough can even step into Kongs 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 buildings 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.
ABOUT EMPIRE STATE REALTY TRUST
Empire State Realty Trust Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of well-leased top of tier modernized amenitized and well-located office retail and multifamily assets. ESRTs flagship Empire State Building the Worlds Most Famous Building features its iconic Observatory ranked the #1 Top Attraction in New York City for the fourth consecutive year in Tripadvisors 2025 Travelers Choice Awards: Best of the Best Things to Do. The Company is a recognized leader in energy efficiency and indoor environmental quality. As of September30 2025 ESRTs portfolio is comprised of approximately 7.8 million rentable square feet of office space 0.8 million rentable square feet of retail space and 743 residential units. More information about Empire State Realty Trust can be found at and by following ESRT on Facebook Instagram TikTok X and LinkedIn.
POSITION SUMMARY
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 managements 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
WHAT YOU CAN EXPECT
- At ESRT like our tenants our employees come from everywhere. We foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work Certified employer we are committed to maintaining our positive work culture where employees are engaged and can grow and addition ESRT employees embody ourCompany Culture & Success Factors-
- Adaptable you are a self-starter whos 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.
$22.14 - $29.52 an hour
#LI-DNI
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Key Skills
- Advertising Management
- Cost Accounting
- Integration
- Legal Operations
- Entry Level Finance
About Company
Discover modern office spaces at the Empire State Building, featuring top-tier amenities and energy efficiency that attract top tenants from diverse industries.
