PT Hudson Yards Vessel Brand Ambassador; Customer Experience

Responsibilities

The CX Vessel Brand Ambassador is responsible for helping guests make the most of their visit to The Vessel. They are also responsible for helping guests plan for the rest of their visit to Hudson Yards – after their visit to Vessel. This role starts by setting the tone of the experience for every guest. They demonstrate the Related brand in everything they do, from how they greet, welcome, and help guests, to how they tell stories and/or solve problems.

In addition, the person assuming this role is expected to help curate experiences for guests beyond The Vessel. They will ask questions to understand the purpose of the visit, make recommendations for shopping or dining, if their questions uncover a need; they will also facilitate sales of tickets to Edge or City Climb when the opportunity arises. In short, brand ambassadors are the key for every guest to make the absolute most of their time at Hudson Yards.

• Greet and welcome every guest
• Check for and scan tickets at entry
• Provide an overview of The Vessel to new visitors
• Tell stories about The Vessel and Hudson Yards
• Manage lines that form while waiting for elevator
• Look for ways to foster a sense of community in the Vessel

• Ask questions to understand reason for visit
• Uncover opportunities for new Hudson Yards experiences
• Suggest ways for the guest to enjoy The Vessel and the rest of Hudson Yards
• Generate excitement about Hudson Yards in those who inquire
• Facilitate restaurant reservations
• Connect guests with activations and special events
• Integration of sales promotions in collaboration with Edge and/or City Climb attractions
• Remain well-versed in daily campus programming, events and activations across Hudson Yards
• Adhere to any established tracking/reports systems as required by Hudson Yards Marketing/CX Management

• Support your coworkers’ efforts to deliver the brand
• Work as a positive team player to surpass individual and group expectations
• Collaborate with cleaning staff to ensure the pristine condition of the property
• Collaborate with security staff to ensure property is well secured
• Welcome feedback and adapt behaviors as appropriate

• Arrive on time and prepared for all scheduled shifts and maintain reliable attendance as an essential function of this role
• Share functional and cosmetic issues at the Vessel with supervisor
• Follow all safety, emergency and evacuation protocols
• Assist guests with accessibility needs and mobility considerations, escalating when additional support is required
• Identify potential safety risks (overcrowding, unsafe behavior, weather‑related hazards) and elevate to security when necessary
• Resolve guest issues and elevate to CX Supervisor for support as needed

• Superior intentional observation skills
• Delivering our brand while standing and climbing stairs for the duration of the shift; able to lift up to 50lbs as necessary
• Hosting and anticipating guest and tenant needs
• Strong memory and/or organizational method for tracking customer preferences and names
• Self‑motivating to incorporate changing priorities
• Exceptional verbal and written communication skills
• Capacity to adapt and overcome challenging situations
• Build rapport quickly and effectively with customers and colleagues
• Strong critical thinking skills, particularly around problem solving
• Ability to continuously improve and seek growth
• Juggle technology and interpersonal communication seamlessly
• Manage large groups of people at events
• Strong sense of professionalism reflected in daily appearance, posture and preparedness
• Effectively incorporate coaching feedback
• Persevere during extreme weather, such as heat waves, extreme cold, strong winds and heavy rains

• Minimum of bachelor’s degree, preference in Hospitality or Entertainment
• Flexibility to work non‑traditional hours, including days, nights, weekends and holidays
• Minimum three years in service and/or sales industry

• $25.00 hourly

Related Commercial Management Company (RCMC) is the brain, heart and soul of Hudson Yards. We are a collaborative force driven by expertise, ingenuity and passion. We pay attention to our guests and visitors in a way that shatters tradition. We understand who they need us to be and where they need us to be, even before they do. Equipped with an ever‑expanding range of amenities and resources, we help our customers create the experience they want when they are onsite.

Wherever we are today, we are committed to be in a better place tomorrow. Where do we draw the line? We don’t.