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 Observatory, 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. The Company is a recognized leader in energy efficiency and indoor environmental quality. As of December 31, 2025, ESRT’s portfolio is comprised of approximately 7.9 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 Guest Services Supervisor will play a key role within the dynamic Observatory Operations team at the iconic Empire State Building, New York City’s most iconic tourist attraction. This individual will bring a passion for exceptional guest experiences, along with the ability to inspire, lead, and motivate a team to consistently deliver service at the highest standard.
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.This role requires demonstrated experience managing, scheduling, and directing large, diverse teams in a fast-paced, high-volume environment.
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 as early as 6AM and closing as late as 1:30AM) including weekends and holidays.
RESPONSIBILITIES
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
WHAT SUCCESS LOOKS LIKE
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
REQUIRED SKILLS / ABILITIES
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.
EDUCATION & EXPERIENCE
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
PHYSICAL REQUIREMENTS
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
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
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
WELL-BEING
Generous paid time off
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.