Responsibilities Hudson Yard’s Guest Service team is currently seeking a Lead Guest Services Associate who will be responsible for interacting with customers and the GSA team. The lead will be proficient in both guest services and front of house operations. As well, a multi-tasker, detail oriented, and an engaging team player willing to take initiative. The ideal candidate has experience using ticketing systems, CRMs, handling cash, performance management and various other leadership skills. They will be part of the leadership team that will help achieve the sales goals of Hudson Yards Experiences and guiding those in the Guest Service Associates team. RESPONSIBILITES: Running the Day-To-Day operations of Guest Services Support the Guest Services Assistant Manager with daily tasks as needed Participate in Sky-high Leadership training programs for continued professional development Proficiently answer all inquiries for Hudson Yards Experiences and Hudson Yards shops Assist in developing Key Performance of Indicators Coaching Guest Service Associates on difficult callers, situations and interactions with guests Improves talking points for speaking directly with customers and answering calls, emails, tickets, and internal communication platforms in a timely manner Determines requirements for raised issues from customers and internal team members Actively staying up to date with new procedure updates provided by reports Fulfills requests by clarifying desired information; completing transactions, and handling forwarded requests Ensures Guest Services database(s) are accurate and up to date Keeps equipment operational by creating new procedures, and reporting malfunctions across existing bases Assist in performing Guest Services Associate job responsibilities as needed Monitor team is performing job responsibilities to standard both in the Call Center and in Front of House operations Assist in handling back of house cash transaction and reporting 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 $27.00 / hourly Qualifications Proven leadership abilities Comfortable learning and mastering CRM and new ticketing systems Outstanding in customer interactions, in person and digitally Excellent listening and communication skills Able to handle constructive criticism Poised under pressure Willing to lead and share ideas for sales initiatives aimed toward increasing revenue Ability to stand and climb stairs for the duration of the shift and lift up to 50 lbs Able to work a variable schedule including nights, weekends, and holidays Overview 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. 🔗 Explore careers at www.Related.com For details on our hiring policies and privacy practices, visit our Privacy Policy