Salary Range: 22.943 to 22.943 (Currency: USD) (Pay period: per-hour-wage)

COMPANY SUMMARY

The Empire State Building, the “World's Most Famous Building," owned by Empire State Realty Trust, Inc. (ESRT: NYSE), soars 1,454 feet above Midtown Manhattan from base to antenna. The $165 million reimagination of the Empire State Building Observation Deck Experience created an all-new experience with a dedicated guest entrance, an interactive museum with nine galleries, and a redesigned 102nd Floor Observation Deck with floor-to-ceiling windows. The journey to the world-famous 86th Floor Observation Deck, the only 360-degree, open-air observation deck with views of New York and beyond, orients visitors for their entire New York City experience and covers everything from the building's iconic history to its current place in pop culture. The Empire State Building Observation Deck Experience welcomes millions of visitors each year and is ranked the #1 Top Attraction in New York City for the fourth consecutive year in Tripadvisor’s 2025 Travelers’ Choice Awards: Best of the Best Things to Do, "America's Favorite Building" by the American Institute of Architects, the world's most popular travel destination by Uber, and the #1 New York City attraction in Lonely Planet’s Ultimate Travel List.

Since 2011, the building has been fully powered by renewable wind electricity, and its many floors house a diverse array of office tenants such as LinkedIn and Shutterstock, as well as retail options like STATE Grill and Bar, Tacombi, and Starbucks. For more information and Observation Deck Experience tickets visit esbnyc.com or follow the building's Facebook, X (formerly Twitter), Instagram, Weibo, YouTube, or TikTok.

The ESBOD 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) owns and operates a New York City portfolio of well-leased, top of tier, office, retail, and multifamily assets. ESRT’s Empire State Building features an Observation Deck. The Company is a recognized leader in sustainability. As of November 2, 2026, ESRT’s portfolio is comprised of approximately 7.7 million rentable square feet of commercial space and three residential properties. 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 Seasonal Guest Service Ambassador is responsible for providing guidance to all Observation Deck 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 Observation Deck 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

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 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

BENEFITS

Benefits as per Local 32BJ Collective Bargaining Agreement.

#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.

Empire State Realty Trust

Seasonal Guest Service Ambassador

About the Job

Requirements

Responsibilities

Desired Qualifications