Guest Services Associate

Hudson Yards Experiences is passionate and enthusiastic Guest Services Associate to serve as a vital link between our guests and the Hudson Yards Experience. This role combines guest-facing responsibilities with back-of-house support, ensuring seamless communication and service. The Guest Services Associate will engage with visitors via phone, email, and online chat, while also managing ticketing and operational tasks to deliver exceptional customer experiences. This position embodies our service promise of Sky-High Hospitality, reflecting our core values: We Engage, We Embrace, We Excite, We Elevate, and We Evolve.

Key Responsibilities:

Guest Engagement:

• Serve as the primary point of contact for guests, providing comprehensive information about Hudson Yards attractions, special events, and services.
• Welcome and engage visitors with a warm demeanor, setting the stage for their experience.

Customer Service Excellence:

• Resolve customer inquiries and issues with discretion and independent judgment, ensuring a world-class experience.
• Provide timely responses to customer service requests via phone, email, and online chat.

Ticketing and Transactions:

• Oversee ticketing processes, including exchanges, refunds, and re-prints, ensuring accuracy and efficiency. Process onsite sales and manage inventory and Kiosk readiness.

Operational Support:

• Collaborate with team members to organize and coordinate service items and administrative tasks.
• Maintain cleanliness and readiness of box office areas and kiosks, ensuring a professional appearance.

Promotional Activities:

• Actively promote Hudson Yards Experiences, merchandise, and dining options to enhance guest engagement.
• Assist in upselling experiential packages and special offers.

Data Management:

• • Document customer interactions and inquiries in Zen Desk, reporting escalated issues as necessary.

WHY YOU’LL LOVE IT HERE

• Lots of paid time off (19+ days!) – we value your life outside of work.
• Customizable total rewards package – pick from our medical, vision and dental options, along with our life insurance and an Employee Assistance Program
• Financial wellness perks to set you up for success - such as 401(k), FSA & HSA, employer-paid life and AD&D insurance; paid leave & disability programs.
• Mental health resources, such as counseling, are available to our team members.
• Fertility benefits – such as surrogacy, adoption assistance and more!
• Paid time off to volunteer and we will match your charitable donations! We are a passionate team making real impact on the world!
• Grow with us – learning & training programs; tuition & certification reimbursement; internal advancement opportunities are available …and so much more!

COMPENSATION

• $25.00 / hourly

Qualifications:

• 2+ years in customer service, ticketing, or retail environments, preferably in high-traffic visitor attractions.
• Strong verbal and written communication skills, with excellent interpersonal abilities.
• Proficient in Ticketing systems (Galaxy, Tessitura, etc) and Microsoft Office Suite (Word, Excel, PowerPoint).
• Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
• Foreign language is a plus.
• Friendly, approachable, and resilient, with the ability to handle high-pressure situations.
• Demonstrates initiative, adaptability, and a commitment to teamwork and collaboration.

Physical Requirements:

• Ability to stand for extended periods, climb stairs, and lift up to 50 lbs as needed.
• Willingness to work a flexible schedule, including nights, weekends, and holidays, based on business demands.

Related Companies is a global real estate and lifestyle company defined by innovation and the most prominent privately-owned real estate firm in the United States. Formed over 40 years ago, Related is a fully-integrated, highly diversified industry leader with experience in virtually every aspect of development, acquisitions, management, finance, marketing and sales. Headquartered in New York City, Related has offices and major developments in Boston, Chicago, Los Angeles, San Francisco, South Florida, Washington, D.C., Abu Dhabi and London, and boasts a team of approximately 4,000 professionals. With over $60 billion in assets owned or under development including the 28-acre Hudson Yards neighborhood on Manhattan’s West Side, The Grand and Related Santa Clara in California and The 78 in Chicago. Related was recently named to Fast Company Magazine’s list of the 50 Most Innovative Companies in the World. For more information about Related, please visit www.related.com .

We are proud to be an equal-opportunity employer committed to building an inclusive culture with competitive compensation aligned with experience and market standards.

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