For over 9 decades, the Empire State Building has pierced the New York City skyline, a beacon of innovation and a symbol of the city’s vibrant spirit. But what’s it really like to work at this iconic landmark?
Join Siobhan MacShane, an Empire State Building Observatory Host, as she shares her insights and favourite memories, revealing the magic that keeps visitors coming back for more…
What is your fondest memory of working at the Empire State Building over the years?
This question is always a tough one for me. Over my 21 years at the Empire State Building, I’ve been part of countless memorable moments. One of my most cherished experiences was when the 102nd floor Observation Deck reopened to the public in 2005. After being closed for some time, the excitement was palpable among both guests and staff. The 102nd floor was reopened again in 2019 as part of the $165 million reimagination of the Observatory Experience, completely redesigned with floor-to-ceiling windows. Experiencing the highest floor in the building is truly a unique experience that I’ll always treasure.
As someone who has seen the building evolve, what changes have impressed you the most since you started working here?
Over the years, the building has seen numerous impressive changes. One notable transformation was the2005 restoration of the Fifth Avenue lobby, aimed at preserving the building’s beauty for future generations. In 2019, we unveiled a $165 million reimagination of the Empire State Building Observatory Experience, featuring a new guest entrance, an interactive museum with nine galleries, and a redesigned 102nd Floor Observatory with stunning floor-to-ceiling windows. However, the change that has left the greatest impression on me is the renovation of the Fifth Avenue lobby ceiling mural. This magnificent mural, showcasing a celestial sky in classic Art Deco style with 23-karat gold stars, sunbursts, and gears, was unfortunately covered in the 1960s. Thanks to the efforts of artists and historians, the mural was meticulously recreated starting in 2007. After two years, 20,000 working hours, and the application of thousands of square feet of gold and aluminum leaf, the lobby ceiling now dazzles visitors just as it did on the day the building opened.
The Empire State Building has been an iconic part of New York City’s skyline for 93 years. What do you think keeps drawing people back year after year?
The Empire State Building continually evolves alongside New York City, which is a big part of its appeal. Over the years, the building has undergone numerous transformations—from the introduction of museum-quality exhibits during its reimagination to the sustainability upgrades initiated in 2011 that have made it one of the most energy-efficient historic landmarks. Year after year, visitors are drawn back by the Observatory’s breathtaking, 360-degree views of the city. There’s always something new to discover with each visit, and we offer various ticket packages for unique experiences. One of my favorite ticket packages is the Starbucks Reserve Sunrise Experience, which provides guests with stunning views as the sun rises over the skyline. Additionally, our All Access Tours take visitors behind the scenes to explore lesser-known areas of the building. With each visit, there’s always something new to discover!
Guests are also drawn to the authenticity of the experience. For many, the Empire State Building is very nostalgic, and embodies classic New York City architecture and history. This draws visitors back as it allows them to connect with the timeless spirit of New York City. The Empire State Building also has a huge pop-culture fandom. In 1933, the Empire State Building made its debut on the silver screen in “King Kong.” Since then, the building has starred in hundreds of pop culture moments, which have kept visitors coming back to where their favourite movies and tv shows were filmed.
With over 4 million visitors annually, there must be some interesting stories. Can you share one of your most memorable interactions with a visitor?
The visit that has stuck with me the most is a private tour I did for a mother and her two adult daughters. We stopped so that the daughters could use the restroom, and I began chatting with the mother. She was telling me how excited she was to be visiting the building with her daughters and how this tour was a memorable experience that they could share. When the daughters returned, one pulled me to the side to ask if I could make the tour extra special. Their mother was just diagnosed with early onset dementia, and this trip might be their last. This was very impactful and emotional for me. I felt so honored to give this family an unforgettable experience and a memory that they could hold onto forever.
The recent $165 million re-imagination of the Empire State Building Observatory sounds incredible. What aspect of the new experience are you most excited about?
All of it! The reimagined Observatory experience is unlike any other in New York City. Specifically, I think what they did to the 102nd floor was truly amazing. They were able to maintain the integrity of the Art Deco style, while revamping the space entirely with floor-to-ceiling glass windows and 360-degree views of the city. The reimagination still holds on to the essence and authenticity of the Empire State Building, while being innovative. The view also never gets old!
Construction of the Empire State Building was completed in just 13 months—a remarkable feat even by today’s standards. What do you think contributed to the efficiency of its construction back then?
The remarkable speed of the Empire State Building’s construction can largely be attributed to the context of the time. Between 1930 and 1931, during the height of the Great Depression, there were many skilled professionals eager for work. This allowed the project to assemble a workforce of 3,400 of the finest tradesmen who committed to long hours, seven days a week, ultimately completing the building in just 13 months.
Being rated the #1 attraction in the United States by TripAdvisor for three consecutive yearsand being rated #1 in the World in 2024 is no small feat. What do you think sets the Empire State Building apart from other attractions?
Without a doubt, the history and authenticity. The Empire State Building is one of the only truly iconic pieces of architecture that is open to the public. The museum quality exhibits that were added during the reimagination tell the history of the building from conception to becoming The World’s Most Famous Building that it is today. When guests visit, they can immerse themselves in the history of the building and of New York City as they make their way to the top. The Empire State Building also has unmatched, unobstructed, 360 degree views that you can’t find anywhere else right from the heart of New York City.New buildings are constantly popping up all over the city that might be slightly taller than us, but will never have the history and the authenticity that we have.
As the World’s Most Photographed Building, you must have seen countless snapshots taken by visitors. Is there a particular photo spot you recommend for capturing the best view of the building?
I always suggest walking over one of the bridges—either the Manhattan Bridge or the Williamsburg Bridge. This offers an incredible view of the Empire State Building and the whole city skyline.
Uber’s top destination in NYC—how does it feel to be part of such an iconic landmark that’s not just admired but also visited by people from all over the world?
Working here is truly incredible! Whenever I mention that I’m part of the World’s Most Famous Building, people are always in awe. No matter where I travel, I inevitably find myself in conversations about it, and everyone has so many questions. I could share stories from my time here for hours, from the diverse guests I’ve encountered to the wonderful colleagues I’ve worked alongside. Each experience has given me countless memorable stories to tell.
Finally, if the Empire State Building could talk, what do you think it would say about its 93 years of existence and all the memories it holds within its walls?
If the Empire State Building could talk, it would undoubtedly have a bestselling memoir to share. Over its 93 years, the building has been at the heart of history and pop culture in New York City, welcoming millions of visitors from around the world. Every person who walks through the doors brings their own story, that intertwines with the building’s rich history. The staff also contribute to this legacy, with incredible tales of their own; many have been working here for over 40 years and know the building inside and out. If the Empire State Building could talk, it would recount a whole memoir of extraordinary stories.
Siobhan’s insider’s look at the Empire State Building is just a glimpse into the magic that awaits you at this iconic landmark. From breathtaking views to fascinating history, there’s a world to discover at the top.
