How SUMMIT's Staff Delivers Best-in-Class Guest Experiences

Long before visitors glide up to the 91st floor aboard SUMMIT One Vanderbilt’s immersive elevator journey, something magical is already in motion. Behind the glittering skyline views and mirrored marvels is a team of passionate professionals who ensure every visit feels personal, empowering, and unforgettable.

SUMMIT’s Guest Experience, Box Office, and Facilities teams bring warmth, inclusivity, and an unmatched level of care to what many have come to describe not just as a destination — but a feeling. Much of that experience is shaped under the guidance of Steven Tarca, Senior Director of Guest Experiences, whose insights and leadership inform every aspect of the guest journey.

Human-Centered Guest Experience Management in the Heart of NYC

In a city brimming with iconic attractions and high-touch hospitality, what makes SUMMIT’s Guest Experience team stand apart? It starts with the people. Nearly 175 staff members, fluent in 14 languages, represent a dynamic cross-section of New York’s multicultural spirit. Recruited through a combination of online job boards and a robust referral network, this team reflects SUMMIT’s belief — echoed by Steven — that hospitality begins with empathy and flourishes through mentorship.

From day one, new hires are immersed in a learning culture shaped by elite partners like Disney Institute and Forbes Travel Guide, plus SUMMIT’s own Leadership Development Courses. The result is a deeply human-centered approach to guest experience management. Staff are empowered to meet guests where they are, anticipating needs and creating moments of connection that extend beyond transactional service. Steven often notes a core tenet that guides every interaction: “If we can’t take care of ourselves, we can’t take care of each other or our guests.”

And that philosophy reaches into every corner of the organization. With mental health and accessibility training woven into onboarding and ongoing education, SUMMIT ensures team members are equipped to create inclusive and emotionally intelligent encounters with guests from all walks of life.

A Commitment to New York City Accessibility

Creating accessible experiences isn’t a checklist item at SUMMIT — it’s a guiding principle. And the proof is in the details.

SUMMIT was recently named a Webby Honoree in the Website and Mobile Sites – Corporate Social Responsibility category, thanks in large part to its groundbreaking Accessibility Playbook. Developed in collaboration with advocate Lakshmee Lachhman-Persad of Accessible Travel NYC and with Square Peg Labs, the playbook not only outlines accommodations, but also maps out the emotional and sensory terrain of each space. Guests can preview visual, tactile, and auditory features, identify alternate routes, and view custom illustrations by autistic artist Ina Stankovic that gently guide neurodivergent visitors through the experience.

Steven explained that this accessibility mindset is deeply intentional: “Accessibility starts with understanding the emotional and sensory journey of every visitor. Our goal is to help every guest feel not only welcome, but completely at ease in our space.”

During their visit, guests may be offered noise-reducing headphones, sunglasses, fidget tools, or guided assistance, all supported by a team trained in empathy and accessibility best practices. Some personalized services, such as guided assistance, may require advance booking to ensure availability. Whether it’s facilitating expedited access or providing verbal descriptions of immersive installations, SUMMIT’s commitment to New York City accessibility is thoughtful, nuanced, and always evolving.

The accessibility mindset extends far beyond logistics. By collaborating with Make-A-Wish and Give Kids the World through the World Passport program, SUMMIT has helped hundreds of families — many visiting NYC for the first time — access the wonder of its immersive spaces.

The Transcendence Awards: Recognizing Excellence From Within

Every guest encounter at SUMMIT is shaped by a workplace culture that celebrates excellence, not with buzzwords but with tangible, visible appreciation.

Each month, departments nominate standouts for the Transcendence Awards, recognizing those who go above and beyond in performance, attendance, and peer recognition. Winners are honored in the very room that inspired the award’s name — Transcendence — a mirrored, multi-story space that symbolizes limitless potential. Here, the three awardees receive a pin, a professional headshot, and a substantial gift, underscoring that their work matters, not just to leadership but to the entire SUMMIT community.

This approach reflects Steven’s belief that recognition fuels culture: “When team members feel valued and connected, that energy flows directly into the guest experience.” That spirit of gratitude is also woven into daily operations through WorkTango, a recognition platform where team members celebrate each other’s wins, shout out mentions in guest reviews, and exchange peer-nominated points for meaningful rewards. Recognitions flow in every direction — upward, downward, and cross-functionally — reinforcing that everyone has a voice and every contribution counts.

Leadership doesn’t happen in a vacuum, either. Monthly roundtable sessions give team members a direct line to senior leaders, encouraging feedback loops that lead to real change, whether it’s improving policy or enriching the guest journey. At SUMMIT, internal excellence isn’t the end goal — it’s the catalyst for exceptional visitor experiences.

Developing the Future of Guest Experience in NYC

Behind every transformative guest moment at SUMMIT is a clear path for internal growth. Steven and other Guest Experience leaders have built a promotion pipeline that favors potential over hierarchy. In fact, SUMMIT hasn’t hired externally for roles beyond front-line ambassadors in over three years. From ambassador to senior manager, the journey upward is structured, mentored, and accessible to all.

That ethos extends to a new generation through internship opportunities. Programs such as the Summer Youth Employment Program (SYEP) pair aspiring professionals with roles across departments, from Guest Experience to Sales and Social Media. Interns don’t just shadow. They contribute meaningfully to projects, attend Executive Leadership Sessions, and receive mentorship from seasoned team members eager to help them chart career paths both in and outside of hospitality.

This growth-forward culture means that even those who don’t envision a long-term future in tourism gain valuable skills, insights, and professional connections. And for those who do? SUMMIT is a launchpad like no other.

Where Care and Connection Begin

What transforms a visit to SUMMIT into something unforgettable? A dedicated team guided by empathy, insight, and intention. Whether it’s a warm greeting in your native language, the calming toolkit that made your visit possible, or the seamless coordination behind the scenes, guest experience management here is never accidental; it’s intentional, thoughtful, and inspired.

As Steven puts it, “Guest experience is powered by care, insight, and intention long before the doors even open.”

Every visit to SUMMIT is powered by a team committed to making your experience unforgettable. Come see how their work transforms a visit into something much more. Reserve your journey.

Steven Tarca, ICAE SHRM-CP, is a Senior Director of Guest Experience at SUMMIT One Vanderbilt, boasting nearly 20 years in attractions management. His expertise spans from launching new ventures to collaborating with industry leaders.

Steven’s journey began in arts management on Broadway, where he honed his skills in food and beverage operations and discovered his passion for service. This passion led him to pursue a master’s degree in hospitality and tourism management at UCF while gaining invaluable experience working at the Walt Disney World Resort. Returning to his roots in New York City, Steve was a leader at the Empire State Building Observatory before leading the opening of SUMMIT One Vanderbilt with the Guest Experience team in 2021.

Steven’s profound dedication lies in fostering engagement, nurturing culture, and elevating training initiatives. His guiding principle echoes his belief that caring for our team is paramount to delivering exceptional guest experiences.