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Observatory Ambassador Lead

2 months ago

Boston, Massachusetts, United States teamworkonline Full time

Lead Guest Services Ambassador, View Boston (Boston, MA)

LEGENDS

Founded in 2008, Legends' operating divisions worldwide include – Global Partnerships, Global Sales, Hospitality, Global Partnerships, Global Merchandise, Global Technology Solutions, Attractions, Growth Enterprises – offering clients and partners a 360-degree data and analytics fueled service solution platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning, and realizing exceptional experiences in sports and entertainment. For more information, visit and follow us on Twitter and Instagram @TheLegendsWay.

FOR ATTRACTIONS

Global Attractions is a natural progression from Legends 360-degree platform for success. Our unrivaled guest experience and deeply researched sales and planning methodologies give us an edge. Legends currently operates 10+ attractions around the globe. We bring together some of the brightest experiential and attraction masterminds around the globe to ensure each brilliant idea is regionally relevant and destined to dazzle, delight and drive a steady stream of diverse visitors.

  • Custom narratives to guide the journey, delivered to deeply engage distinct visitor groups
  • Bold and dramatic design to push the envelope on the physical space and inspire awe and wonder
  • Re-imagined dining experiences to delight local foodies
  • Leading-edge technology and innovation to drive interactivity and create fully immersive experiences

Legends manages all operations across ticketing, special events, sponsorship, food and beverage and retail for Attractions partners.

VIEW BOSTON

View Boston, which encompasses the top three floors of the Prudential Tower, will feature immersive experiential exhibits and a bistro on the 50th floor, an indoor/outdoor cocktail lounge with a 360-degree outdoor viewing deck on the 51st floor, and a double high (24-foot) indoor viewing space on the 52nd floor. The destination, designed with the adventurer in mind, was created to be an attraction that welcomes locals, and domestic and international visitors, being the ideal stop as they begin their Boston experience. Whether they are interested in discovering famed institutions and coveted hidden gems through immersive interactive experiences or meeting friends for a sunset cocktail - their unforgettable Bostonian experience starts here.

THE ROLE

The Lead Guest Services Ambassador will have a dynamic, interactive role within View Boston with a specific focus on the guest experience and how the guest relates to the View Boston experience. This position will involve leadership, training, and process improvement to uphold the quality standards and contribute to the success of View Boston.

ESSENTIAL FUNCTIONS

  • Greeting guests as they enter assigned areas.
  • Ensuring safety of our guests while on tour or in your assigned areas.
  • Provide a high level of customer service by engaging guests, answering questions, resolving issues, and providing service to ensure a great experience.
  • Ability to retain learned knowledge and offer help to our guests by providing operational (Observatory lay-out, experience locations) answers to all inquiries.
  • Effectively operate Observatory elevators and provide efficient direction for all attraction guests.
  • Scan attraction tickets and direct guests to proper ques.
  • Ability to follow direction and be a "team" player.
  • Assist in overseeing observatory ambassadors and provide guidance, support, and ensure the team meets performance goals.
  • Conduct training sessions for new hires, ensuring they are well-equipped to deliver exceptional customer service and represent View Boston effectively.
  • Handle escalated customer inquiries or issues, ensuring a positive resolution, and maintain a high customer satisfaction level.
  • Generate and analyze guest service metrics and reviews, identifying trends and make recommendations for improvement.
  • Collaborate with other departments, such as food and beverage, events, IT, security, to ensure a cohesive and positive overall guest experience.
  • Highly motivated, enthusiastic, and willing to engage guests and work in a highly busy, interactive environment.
  • Ability to perform and present information in a concise, legible manner to our guests – must be able to speak loudly and clearly and have a commanding presence.
  • Practice safe work habits, follow all safety policies and procedures and regulations, complete company-wide safety training and any additional job specific safety training.
  • Performs other duties as necessary or required by management.

QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • High school graduate, GED, or equivalent experience in comparable company.
  • High level of demonstrated professionalism and customer service.
  • Ability to memorize historical and technical information.
  • Multi-lingual or sign language capabilities a plus.
  • Entrepreneurial spirit, energetic and outgoing personality with a creative, and a proactive approach to work.
  • Ability to lift up to 20 – 30 pounds, stand for extended periods of time, and work extended hours.
  • Ability to work non-traditional hours (Nights, Weekends & Holidays as necessary).
COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

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. While performing the duties of this job, the employee is regularly required to stand, talk, listen, use hands to handle controls. The employee frequently is required to reach with hands and arms. The employee is required to stand for extended periods, walk, and stoop. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.