Summer Intern, Observatory Operations

Title: Summer Intern, Observatory Operations

Department: Observatory

Reports To: Vice President of Operations

Location: New York, NY

FLSA: Non-Exempt

COMPANY SUMMARY

Empire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of modernized, amenitized, and well-located office, retail, and multifamily assets. The Company is the recognized leader in energy efficiency and indoor environmental quality. ESRT's flagship Empire State Building - the "World's Most Famous Building" - includes its Observatory, the #1 attraction in the U.S. in Tripadvisor's Travelers' Choice Awards: Best of the Best for two consecutive years. As of December 31, 2023, ESRT's portfolio is comprised of approximately 8.6 million rentable square feet of office space, 0.7 million rentable square feet of retail space and 727 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

We are seeking an intern to join our Observatory Operations team. This internship opportunity focuses on creating onsite initiatives resulting in a quantified increase of positive customer reviews that support our "best-in-class" experience and our #1 Attraction in US status.

RESPONSIBILITIES

• Enhance the ESBO experience for our customers so more positive reviews are written:

• Background:

• ESBO has been named the #1 Attraction in the US for two-years in a row by TripAdvisor.

• We get a very small percentage of our annual customers that leave reviews on leading review platforms, such a as TripAdvisor and Google.

• Project:

• In this role the intern will work on internal ways to encourage customers to review us after their visit. Some examples of initiatives could include:

• Strategically placed signage in high exposure areas.

• Surveying throughout the experience for real-time feedback.

• Listen to and read current scripts used by our front of house Hosts and make recommendations to better enhance the customer experience.

• Service Recovery: if a customer mentions a bad experience, find out how we can "turn the tables" while they are still onsite and before they leave a negative review.

• Possible creation of a hospitality desk to engage and address.

• Successful internship: through benchmarking of our existing review platform results, the enhancements put in place across the summer should result in more reviews (positive) and a tool kit (manual) of ways for us to continue the successful initiatives beyond the internship.

REQUIRED SKILLS

• Must be a people person and unafraid to approach and have dialogue with guests of the Observatory.

• Strong analytical and computer skills

• Ability to articulate vision to senior leadership

• Proficient in Power Point

• Demonstrated teamwork

• Good communication skills, both oral and written, and customer service skills

• Self-motivated, driven, organized, detail oriented, and hard working

• Integrity and a commitment to excellence

EDUCATION & EXPERIENCE

• A Junior enrolled in a four-year or five-year undergraduate program in the graduating class of 2025 is preferred.

WHAT YOU CAN EXPECT

At ESRT, like our tenants, our employees come from everywhere. We foster a richly diverse work environment that captures top talent and cultivates the best ideas. By focusing on inclusion and celebrating our differences, we create even greater value - in business practices, relationships, and employee engagement. As an Equal Opportunity Employer, we are committed to maintaining a diverse, inclusive and equitable work environment where our employees can thrive. 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, and embrace and contribute to a culture of diversity and inclusion

• Positive - you possess a service-oriented attitude with excellent follow through

WELL-BEING

• 40-hour work week, paid at a rate of $22.50 p/h

• A challenging, exciting, and meaningful 10-week experience

• Networking opportunities to get to know fellow interns and key leaders throughout ESRT

• An individual project to be presented to executive leadership

• Company sponsored lunches with leadership and outings

• Tour of the Empire State Building Observatory

• Summer Friday Early Release