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 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 building's 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 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 Observatory Experience tickets visit esbnyc.com or follow the building's Facebook, X (formerly Twitter), Instagram, Weibo, YouTube, or TikTok.
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 Observation Deck. The Company is a recognized leader in energy efficiency and indoor environmental quality. As of June 30, 2026, ESRT’s portfolio is comprised of approximately 7.5 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 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 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 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.
