Guest Services Supervisor

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 Empire State Building Observatory is looking for an experienced supervisor to join our dynamic team at New York City’s most iconic tourist attraction. The right candidate should be passionate about delivering superior guest service and can inspire and motivate staff to perform at high standards.

The position requires leadership skills, problem solving and decision-making ability, high energy and enthusiasm, and the ability to communicate effectively with staff, guests and third parties

Your responsibilities will include direct oversight of Observatory union front line personnel and overall day-to-day guest flow and operations of the attraction, as well as ensuring that all guests’ concerns are met with the highest standards of professionalism and empathy at a level conducive to a world class environment.

This role will require the availability to work rotating shifts (opening and closing) including weekends and holidays.

• Oversee the day-to-day operations of the Observatory
• Prepare and maintain daily staff schedules, communication logs, and other required documents daily
• Supervise three departments: Guest Service Ambassadors, Cashiers, and Custodial
• Employee time management
• Provide superior customer service to all guests
• Ensure front line staff are positively adding to the guest journey
• Promote positive resolutions for all guest concerns
• Coach and motivate employees to deliver superior customer service
• Document all staff
• Ensure proper staffing levels are in place day-to-day due to operational needs which includes the need to reduce staffing levels based on weather conditions, call outs, and other unforeseen circumstances
• Ensure operational efficiency by managing staff assignments to optimize coverage
• Ensure a physical inspection of the entire guest route is completed to deliver a seamless,safe, secure, healthy, spotless, and fully functional environment to our guests
• Works close with all operation managers to develop an extensive and comprehensive knowledge of product offerings, pricing recommendation, up-selling programs, and staff incentives to drive incremental sales
• Performs random cashier audits and organize cash drops with Guarda
• Performs corrections, voids, and returns as needed to support the cashiers
• Communicate all IT issues including but not limited to kiosks, digital screens, ticketing systems, etc.
• Maintain proper communication and collaborate with other departments such as Group Sales, Public Relations, Marketing, Building Operations, and Human Resources
• Investigate and handle guest complaints on review platforms 

• Oversee the day-to-day Observatory operations for the #1 attraction in the U.S. and #3 in the world. Contributing to the success of our brand by supporting company goals:
• Ensuring the Empire State Building is best in class
• Improve customer satisfaction and guest experience
• Ensure the upkeep of facility conditions and quality control meet our company standards
• Work collaboratively with other departments to achieve company goals
• Hold staff accountable
• Assist in enhancing current SOP’s
• Be proactive in addressing any areas for improvement related to facility conditions and/or staff to guest interactions
• Team Player- works well as a member of a group 

• Must have superior customer service skills
• Must be proactive in making spontaneous decisions that support the overall goals of the business
• Must be able to multi-task and prioritize departmental functions to meet deadlines
• Ability to work under demanding operational conditions
• Strong communication and public speaking skills
• Excellent organizational skills
• Effective problem solving and decision-making ability
• Some knowledge of ticketing systems, preferably Ventrata
• Proficient in Microsoft Office to include Word, Excel, Power Point, Outlook, etc. 

• Bachelor’s degree or higher in Hospitality and/or Tourism field preferred, or equivalent in work experience
• 3+ years in supervisory position in tourism/hospitality field preferred
• Experience in a high-volume attraction or venue preferred

• Must be able to stand and walk for extended periods of time
• Must be able to work near and ride in elevators
• Must be able to work on high floors

• 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.