Director of Sales, Travel Trade

COMPANY SUMMARY

The Empire State Building Observatory (ESBO) is New York’s City most iconic, the most Instagrammed U.S. landmark, and the world’s most famous building that has wowed millions of global visitors as they witnessed the jaw dropping views whether from its popular 360-degree, open-air Observatory, or its 102nd floor floor-to-ceiling glass enclosed viewing gallery.  We are a wholly owned subsidiary of Empire State Realty Trust.

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 (www.esbnyc.com).  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.

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. ESRT’s flagship Empire State Building, the “World's Most Famous Building,” features its iconic Observatory that was declared the #1 Attraction in the World – and the #1 Attraction in the U.S. for the third consecutive year – in Tripadvisor’s 2024 Travelers’ Choice Awards: Best of the Best Things to Do. The Company is the recognized leader in energy efficiency and indoor environmental quality. As of December 31, 2024, ESRT’s portfolio is comprised of approximately 7.8 million rentable square feet of office space, 0.8 million rentable square feet of retail space and 732 residential units.  More information about Empire State Realty Trust can be found at esrtreit.com and by following ESRT on Facebook, Instagram, TikTok, X, and LinkedIn.

The dedicated team at ESRT is a collection of diverse individuals with a shared passion for excellence and a keen eye toward future growth. Headquartered in New York City, we harness the energy of the city in everything we do. We care for one another, work hard, and have a lot of fun doing it! We are Certified™ as a Great Place to Work® by the global authority, Great Place to Work®, on workplace culture, employee experience, and leadership behaviors. We prioritize and invest in the health and wellness of employees to attract, develop, and retain top-tier talent. ESRT values continuous employee development and encourages colleagues to excel in their roles and adapt to emerging business needs. From our crown jewel, The Empire State Building, to incredible buildings modernized for the 21st century, to outstanding customer service, and our decade-long leadership position in sustainability and energy efficient portfolio that is 100% fully powered by renewable wind electricity, we take pride in our work. ESRT seeks an equally passionate colleague to join the team, understand the vision and help achieve that vision.

POSITION SUMMARY

The Director of Sales, Travel Trade will report to the Vice President, Business Development, Travel Trade and oversee a team of four sales professionals to ensure that sales targets for the Empire State Building Observatory (ESBO) are met. The Director will lead, train, and coach a diverse team, achieve sales targets, and analyze sales data to identify opportunities for improvement. This Director will manage daily sales operations, track sales performance, and implement travel trade sales and marketing plans.

The ideal candidate possesses exceptional communication and interpersonal skills to effectively lead and motivate the team, as well as build strong relationships with internal and external key stakeholders. The ideal candidate will have a deep understanding of the NYC tourism market and competitive landscape to successfully identify new business opportunities and support the development of innovative sales strategies.

• Oversees the day-to-day operations of the Observatory’s sales team
• Manages a team of three Sales Account Managers and one Sales Coordinator to ensure they meet their individual sales targets for ticket sales, revenue and per caps
• Tracks, monitors and analyzes sales team performance data to identify areas for improvement
• Directs the implementation and manages the execution of the sales & marketing plan to include account development activities for key customers, prospects and segments
• Oversees sales operations, such as contract management, rate distribution, price setting, ticket issuance, group sales reservations, and content provision to reseller clients 
• Responsible for producing sales collateral, hosting familiarization tours, and coordinating trade shows, sales missions, and client events
• Works with revenue team to optimize per caps and capacity utilization
• Collaborates with Operations, Accounting, Revenue, and Ticketing departments to streamline sales processes and ensure that sales strategies are aligned with overall business goals
• Collaborates with the Marketing team to ensure brand consistency across all printed materials, client websites, the Travel Trade Resource Center, and the OTA Toolkit
• Ensures the harmonization of sales operation procedures and updates the department's SOP manual to guarantee the smooth execution of daily activities with the sales team, maintaining consistency and uniformity in all processes
• Represents the Sales Team on cross-department projects
• Oversees back office and group sales reservations, ensuring prompt responses to all general customer service and sales inquiries via website, email, phone, and chatbot
• Coordinates weekly sales meetings and agendas
•  Assists in generating reports on sales performance and key activities
• Utilize knowledge of market trends and business practices to recommend decisions that enhance the sales process
• Identifies emerging market trends to proactively adjust or modify sales strategies accordingly
• Provides coaching and support including sales training sessions to keep the sales team up to date on sales techniques and customer service skills
• Provides daily operational support, overseeing the training and adoption of Salesforce, Ventrata, Monday.com, and Satisfi Labs chatbot by the Sales Team, including system updates
• Proactively identifies holdups in the sales process and finds ways to reduce them
• Maintains strong knowledge of the Observatory’s products and services as well as the tour and travel industry
• Remains knowledgeable of key processes and business initiatives to assist the Sales team in accomplishing department goals

• The team is productive, motivated, delivers its work product transparently, and tracks its goals as set by the Observatory leader and the Vice President, Business Development, Travel Trade. The candidate’s bonus will be calculated against performance as listed below.

• Financial Targets:

• NOI = 15%
• Reseller Admissions = 45%
• Reseller Per Cap = 15%
• Subjective = 25%

• Accountability:
• Sets clear goals, monitors performance, and holds team accountable through strong collaboration, effective communication, and high morale

• Builds and leverages strong industry connections to drive success
• Works effectively with others, prioritizes tasks, and communicates goals and plans clearly to ensure the achievement of admissions and revenue targets
• Receives positive feedback from clients and stakeholders, which indicates high levels of satisfaction with the services provided
• Seeks innovative solutions and improvements, which shows a proactive approach to problem-solving and process enhancement
• Knowledge:

• Possesses in-depth knowledge of the tourism industry, including its key players, market dynamics, emerging trends, potential risks, and opportunities
• Actively engages in professional development opportunities, demonstrates growth in their skills and knowledge
• Effectively leads the team and fosters a culture of continuous learning and development

• Exceptional written and oral communication skills
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously
• Knowledge of sales techniques and customer service best practices
• Strong analytical and problem-solving skills
• Strong proficiency in MS Office (Excel, Word, PowerPoint)
• Proficient in Salesforce (or other CRM system), Ventrata ticketing (or other ticketing system) and Monday.com (or other work management platform)

• Bachelor’s degree in related field preferred
• Minimum of 7 years of experience in sales, with at least 2 years in a leadership role and 5 years managing a team

• 5 years sales experience within the hospitality or travel and tourism industry preferred

• 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 develop. In addition, ESRT employees embody our 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

• Competitive base salary and bonus
• Health/Dental/Vision insurance
• Company sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance
• Voluntary Enhanced LTD Program
• Voluntary Hospital, Accident, and Cancer Programs
• 401(k) with 100% match up to 5%
• Paid parental leave
• Pre-tax transit accounts
• Employee Assistance Program for emotional, financial, and legal support

• Generous paid time off
• Flex Summer Fridays
• Employee engagement programs
• Volunteer time off
• Continuing education
• Complimentary Empire State Building Observatory access
• Complimentary gym membership and other wellness benefits
• Employee Discount Programs

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.