Guest Services Ambassador [PTE]

VENUE INFO

One World Observatory, positioned atop One World Trade Center, offers 360-degree views of the New York skyline from the tallest building in the Western Hemisphere. Visitors are invited start their journey to the top in the SkyPod™ Elevators that depict the rise of NYC in just 47 seconds, experience the sights and sounds of the city in the See Forever™ Theater or discover something new from the Observatory's team of tour guides at City Pulse. The space also features ONE Dine, a view restaurant and bar, offering elevated American cuisine and a selection of beers, wines, and specialty cocktails. The private event space, ASPIRE at One World Observatory, offers 9,000 square feet of private event space with unparalleled views for up to 450 guests.  

THE ROLE

The Guest Services Ambassador is a highly visible, guest-facing role responsible for delivering exceptional service and creating memorable experiences for local, domestic, and international visitors. As the primary representative of the Guest Services Desk, this position provides information, assistance, and issue resolution while maintaining a welcoming, organized, and professional environment. The Guest Services Ambassador plays a critical role in supporting daily operations and ensuring every guest interaction reflects the Observatory’s commitment to world-class hospitality.

ESSENTIAL DUTES AND RESPONSIBILITIES

• Deliver exceptional guest service by engaging guests, answering questions, resolving concerns, and providing assistance in person and by phone.
• Provide information about the Observatory experience, New York City attractions, landmarks, transportation, and local dining options.
• Assist guests with ticket purchases, tour reservations, upgrades, and other Observatory products and experiences.
• Maintain a thorough knowledge of the Observatory layout, attractions, policies, and operational procedures to effectively answer guest inquiries.
• Present information clearly, confidently, and professionally in a high-volume, interactive environment.
• Ensure the safety, comfort, and satisfaction of guests within assigned areas.
• Accurately document guest interactions, update guest information, and complete required reports and records.
• Maintain a positive, professional, and collaborative approach while supporting team and operational objectives.
• Work a flexible schedule, including nights, weekends, holidays, and special events.
• Perform other duties as assigned by leadership.

SUPERVISORY RESPONSIBILITIES

• N/A

QUALIFICATIONS

To perform this role successfully, the candidate must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required:

EDUCATION AND/OR EXPERIENCE     

• One (1) to three (3) years of guest service, hospitality, tourism, attractions, retail, or related experience preferred.
• Familiarity with New York City landmarks, attractions, and the tourism industry preferred.
• Multilingual and/or sign language proficiency preferred.
   

SKILLS AND ABILITIES

• Demonstrated commitment to delivering exceptional guest service with a high level of professionalism.
• Ability to learn, retain, and communicate historical, technical, and operational information.
• Strong interpersonal, communication, and presentation skills, with the ability to engage diverse audiences.
• Energetic, outgoing, and proactive approach to guest interactions and daily responsibilities.
• Proficiency in Microsoft Office applications; experience with point-of-sale systems and related operational software preferred.
• Ability to work effectively in a fast-paced, high-volume environment while maintaining attention to detail.
• Ability to adapt to changing business needs and operational priorities.
• Ability to work a flexible schedule, including evenings, weekends, holidays, and extended hours as business needs require.
• Ability to stand and walk for extended periods; frequently bend, stoop, kneel, reach, push, and pull; lift and carry up to 50 pounds; and work safely in a fast-paced environment.

COMPENSATION

$22/hour + a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401(k) plan.

WORKING CONDITIONS

Location: On-site (One World Observatory, NYC)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.