Admissions Supervisor

Position: Admissions Supervisor
Reports to: Admissions Manager
Dept: Observatory
Hours: 40 per Week

Position Purpose:

The admission supervisor will manage the daily ticket office operations to ensure superior customer service, maximize revenue, and enhance the visitors’ experience

Essential Job Functions

  • Works close with the admissions manager to develop an extensive and comprehensive knowledge of product offerings, pricing recommendation, up-selling programs and staff incentives to drive incremental sales.
  • Ensures a physical inspection of building is completed on a daily basis in order to deliver a seamless, safe, spotless, and fully functional environment to our guests.
  • Coaches and develops staff
  • Maintains relationships with other ESB departments
  • Ensures full operation of all company systems
  • Develops systematic vault procedures and recommends changes as necessary to enhance controls.

Cash Management/Administrative Functions

  • Regularly reviews web-site and audits for pricing discrepancies
  • Performs random cashier audits, cash drops and deposits
  • Research any overages/shortages and takes corrective measures
  • Manages payroll expenses (scheduling against budget, and business activity) and staff performance within the guides of the union and ESBO expectations
  • Processes any complimentary passes according to pre-defined approval procedures
  • Maintains inventory of department supplies and equipment

Customer Service

  • Ensures prompt customer service & follow-through on all guest concerns
  • Nurtures a culture of customer service for all ticketing agents (cashiers) and provides reinforcement training of same.

IT Administrative Functions

  • Replace ticket or receipt printers as needed
  • Replace work station peripherals as needed
  • Performs corrections, voids, and returns as needed to support the cashiers in the ticket office


  • Must be able to work holidays and weekends
  • 3 years minimum of management experience in a similar or fast paced environment
  • Upselling and cross selling track record
  • Experience with conflict resolution and problem solving
  • Must be able to stand and walk for extended periods of time
  • Must be able to work in a fast paced, multi-tasking environment
  • PC proficiency; including Microsoft Word, Excel, and Outlook

This job description is not intended to be all inclusive and is subject to change by Empire State Realty Trust, Inc.

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