Sales Coordinator

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 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 September 30, 2024, ESRT’s portfolio is comprised of approximately 7.8 million rentable square feet of office space, 0.7 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

Empire State Realty Trust is seeking a Sales Coordinator to join the Observatory Sales team. This role will assist the team in all aspects of the sales cycle with a strong focus on Customer Service.

• Sales
• Process advanced ticket orders using the Ventrata ticketing system
• Create, organize, and properly maintain all files for the Sales Department
• Notify Ticket Office & Operations Supervisors of large group visits and advance orders for pick-up one day prior to the group’s visit
• Update list of accredited agents and their contact information on an ongoing basis
• Assist sales team with coordinating FAM trips and events.
• Provide support to the sales managers on various projects and reports as needed
• Assist in the creation and development of sales and marketing materials for sales missions
• Account development: Build and maintain relationships with existing and new customers/clients

• Customer Service
• Respond to or create cases in Salesforce to answer and track all incoming customer issues and inquiries via phone and email
• Review chat bot inquiries for accuracy and create cases in Salesforce to track answers to outstanding questions
• Partner with the Sales Managers & VP, Business Development, Travel Trade to resolve customer issues
• Ensure prompt response to all customer inquiries

• Administrative
• Develop an in-depth knowledge of Ventrata to process orders and manage client data
• Maintain good organizational skills through time management, setting priorities, and accurate paperwork
• Update Salesforce CRM promptly after international sales missions, trade shows, and networking events
• Provide ongoing updates to the Sales Operations SOP
• Collaborate with the Sales team and other departments to track progress on projects using Monday.com
• Mail out brochures, posters, and sales information
• Perform other related duties as required

• Marketing
• Collaborate with Sales and Marketing to create, edit, and update written materials for travel trade, including product descriptions, travel trade training presentations, the travel trade section of the website, e-newsletters, and other relevant projects
• Collaborate with Sales and Marketing on sales collateral refresh, on updates to the Travel Trade Resource Center and the digital OTA toolkit including digital photo library, videos, presentations and other additional collateral.

• Meet and exceed ESBO service standards by answering all inquiries within 24 business hours
• Manage multiple inquiries and bookings simultaneously without compromising quality or accuracy
• Able to multi-task, solve problems, and manage time efficiently
• Strong collaborator and communicator

• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Knowledge of and interest in the Tourism and Travel industry a plus
• Excellent verbal and written communication skills
• Outstanding interpersonal and customer service skills
• Proven ability to drive results, meet deadlines, and exceed targets in a fast-paced and competitive environment
• Strong time management and organizational skills
• Ability to prioritize and work in a high-volume, fast paced environment
• Attention to detail and high level of accuracy
• Proficiency in a foreign language a plus
• Knowledge of Salesforce and Monday.com or similar technologies preferred 

• 1-3 years of related experience required
• Associate or bachelor’s degree preferred

• At ESRT, like our tenants, our employees come from everywhere. We foster a richly diverse work environment that captures top talent and cultivates the best ideas. By focusing on inclusion and celebrating our differences, we create even greater value — in business practices, relationships, and employee engagement. As an Equal Opportunity Employer, we are committed to maintaining a diverse, inclusive and equitable work environment where our employees can thrive. 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, and embrace and contribute to a culture of diversity and inclusion
• 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 remote work time
• 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 affirmative action and 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 on the basis of race, religion, color, creed, national origin, sex, sexual orientation, gender identity or expression, 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. Accommodations are available for applicants with disabilities.