Empire State Building President: “We Had to Reinvent the Customer Journey”

This year has been tough on even the most iconic of attractions. Here’s how one of New York’s top attractions adapted to reopen in 2020.
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Participants:

Jean-Yves Ghazi, President of the Empire State Building Observatory

“Demand has been gradual,” said Jean-Yves Ghazi, President of the Empire State Building Observatory, speaking Monday at Arival 360. “We’re a little over 90 days of operations, and we are encouraged by the gradual increase in visitation.”

But it hasn’t been easy. With the current restrictions in place, he said, they must operate at less than 80% of capacity. While facing limits on capacity, the Observatory has also implemented an array of new health and safety procedures, including a quick shift to timed ticketed. 

“We had to move from general admission to a timed ticketing attraction. These were significant changes that we had to implement in just a few months. We had to reinvent the entire customer journey.” 

Jean-Yves Ghazi, President of the Empire State Building Observatory

While the highlights from this keynote interview with Ghazi from Arival 360, where he speaks about the Observatory’s reopening amid Covid, their big shift to timed ticketing, and the role of distribution and OTAs in as travel returns. 

There’s still time to register for Arival 360. See the complete interview and get access to more than 60 new content sessions including interviews with industry leaders. Participate in hands-on workshops for creators and sellers of tours, activities, attractions, and experiences. Network with more than 1500 of the brightest minds from the Best Part of Travel. All content and networking will be available for one year. 

Find out more and register today!

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