Seasonal Guest Experience Guide - Edge NYC

Seasonal period: November 16-January 2027 

Role Purpose

The Guest Experience Guide delivers Sky-High Hospitality by providing warm, proactive, and elevated service. This role extends beyond traditional customer service by creating memorable and emotionally engaging experiences that make each visit seamless, premium, and shareable. Guides balance hospitality, safety, operational efficiency, and brand presentation while consistently delivering exceptional service at every guest touchpoint.

Position Summary

Guest Experience Guides serve as the face of the guest experience. They welcome, guide, assist, and engage guests throughout their journey while maintaining an environment that is immersive, polished, and personalized. Rather than simply managing lines or responding to inquiries, Guides shape the overall guest experience from arrival to departure through intentional, high-touch service.

Key Responsibilities

1. Deliver Sky-High Hospitality

• Welcome guests with warmth, enthusiasm, and professionalism.


• Proactively engage guests rather than waiting to be approached.


• Anticipate guest needs and create thoughtful, elevated service moments.


• Personalize interactions based on guest cues, occasions, and environment.


• Transform routine interactions into memorable experiences through presence, storytelling, and genuine care.

2. Create Memorable Guest Experiences

• Contribute to a guest experience that is distinctive, engaging, and memorable.


• Identify key “wow” moments and help guests fully enjoy them.


• Provide proactive support such as photo assistance, celebration recognition, and thoughtful gestures.


• Foster an atmosphere that encourages repeat visitation, positive reviews, and social sharing.

3. Manage the Guest Journey in Real Time

• Support a smooth and efficient guest flow from arrival through departure with a hospitality-first approach.


• Assist with line management, transitions, and wayfinding while maintaining a premium experience.


• Communicate clearly regarding wait times, access, scheduling, and operational updates.


• Ensure assigned areas remain clean, organized, and aligned with brand standards.

4. Uphold Safety While Maintaining Hospitality

• Adhere to all operational, safety, and emergency procedures.


• Maintain strong situational awareness of guests and surroundings.


• Address concerns promptly, calmly, and professionally without compromising the guest experience.


• Escalate issues appropriately while maintaining guest confidence and composure.

5. Support Commercial and Business Objectives

• Recognize how elevated service contributes to guest satisfaction, revenue, and repeat visitation.


• Support premium offerings and upselling opportunities in a natural, service-oriented manner.


• Reinforce the value of the overall experience through confident and engaging interactions.

6. Contribute to a Positive Team Culture

• Model Sky-High Hospitality through attitude, appearance, and behavior.


• Demonstrate openness to feedback and a commitment to continuous improvement.


• Support team members and contribute to a collaborative, high-performance environment.


• Participate in training, service refreshers, and pre-shift briefings.

What Success Looks Like

• Guests feel welcomed, valued, and genuinely cared for.


• Demonstrates initiative and acts without prompting.


• Interactions are personalized, polished, and authentic.


• Maintains a balance of warmth and efficiency in high-pressure situations.


• Handles service recovery with ownership and professionalism.


• Contributes to both exceptional guest experiences and efficient operations.

Core Competencies

• Professional presence and positive energy


• Empathy and emotional intelligence


• Accountability and ownership mindset


• Strong communication and confidence


• Situational awareness


• Professionalism under pressure


• Adaptability and flexibility


• Team-oriented mindset

Qualifications

• High school diploma or equivalent required.


• 2-3 years of prior experience in a guest-facing role (e.g., retail, hospitality, hotels, restaurants, attractions, or similar) required.


• Strong verbal communication and interpersonal skills.


• Ability to confidently and naturally initiate guest interactions.


• Availability to commit to a minimum of 2 evenings shifts, 2 weekend shifts, 1 weekday shift, and holidays.


• Ability to stand for extended periods and move throughout the venue.


• Multilingual skills are a plus.

Performance Measures

• Guest feedback, reviews, and overall service sentiment


• Quality and consistency of hospitality behaviors


• Reliability, punctuality, and professional presentation


• Ability to create memorable experiences and resolve service issues


• Contribution to team culture and on-floor energy


• Support of operational flow and guest readiness standards

What This Role Is Not

• A passive or reactive customer service position


• A purely transactional role


• A script-driven role with minimal engagement


• Limited to answering questions or directing traffic

Why This Role Matters

The Guest Experience Guide plays a critical role in delivering Sky-High Hospitality and transforming each visit into a memorable experience that guests recommend and return for. This position directly reflects the brand’s service culture and is essential in driving guest satisfaction, loyalty, and overall experience quality.