Premium Dining Concierge - Seasonal

SUMMARY

Provides personal and uncompromising service to all internal and external customers of Churchill Downs Racetrack (CDRT). Ensures that every detail of the guest’s racing experience is attended to and assists in various events and special projects, as booked by the Sales & Strategy Team. This is a seasonal position that take place during the Racing calendar year. Work schedule will be limited to training followed by race days in April, May, June, July, September, October and November (approximately 85 race dates annually including Kentucky Oaks & Derby days). Our Live Racing days can be found here: Calendar | Churchill Downs Racetrack | Home of the Kentucky Derby | Churchill Downs Racetrack | Home of the Kentucky Derby

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include, but are not limited to:

• Warmly greeting and guiding guests to their seats with a positive and can-do attitude
• Facilitating and managing guest reservations by effectively interpreting seats sold reports, which includes evaluating and resolving guest issues related to overcrowding, ticket discrepancies, seat locations, etc.
• Performing functions in order to “open” premium dining space prior to gates, which includes turning on TV’s, adjusting the track audio level, turning on lights, remaining in room until the last guest has left the floor and ensuring all functions to “close” the room have been performed
• Creating custom room diagrams for events, reviewing the daily racing reports that are provided and sharing Event Operations, Levy and any other service providers
• Assisting with tickets, parking and entry directions and helping guests with special requests
• Assisting and facilitating events booked by the group, premium or special events sales teams
• Directing guests to key areas of the facility and local sites of interest
• Educating guests on track promotions, the basics of wagering, and other race day need-to-know information relevant to their experience

• Responsible for performing with empowerment, to own all problems that guests may have, taking every measure to ensure the problem is resolved with appropriate follow-up

• Ensuring courteous, professional, sincere, and responsive communications with all guests including in the case of dress code violations, missing ticket or credentials, incorrect seating, etc.
• Understanding key stakeholders within Ticket Sales, Event Operations, Facilities and Levy in order to effectively communicate and escalate customer service issues

• Responsible for behaving in an exemplary manner at all times; to project a professional bearing and not allow personal issues to interfere with an impressive guest experience

• Responsible for maintaining an open line of professional communication with guests and all service contractors involved in servicing the dining room (i.e. Levy Restaurants, United Tote, Housekeeping, Ticketing, etc.)
• Assisting the Horsemen’s Relations Assistant on Stakes Race Days with seating as needed

• Using consistent and proper telephone etiquette, answering the phone within 2 rings and using guests’ names as well as checking voicemails and conducting callbacks

• Reporting maintenance problems and seeing that each is resolved in a timely manner
• Maintaining a stock of necessary race day items, which include racing programs, pencils, coat storage and hangers, guest identification, tip sheets, business cards, etc.
• Performing other related duties as assigned

SUPERVISORY RESPONSIBILITIES
No supervisory responsibilities

EDUCATION, TRAINING, AND EXPERIENCE

• High School Diploma required, College degree preferred but not required
• Prior interaction with the public and/or working knowledge of the hospitality or horse racing industry preferred
• Proficiency in Microsoft Office and other related software
• Experience working in TicketMaster Archtics is a preferred but not required

WORKING CONDITIONS

This work is performed in a dining room setting within a Sports and Entertainment facility. Some areas of the facility may be noisy and subject to changing weather conditions. Must be comfortable standing throughout the work shift.

This position will work all race days to include nights and weekends during the Spring, September and Fall Meets. Please keep in mind this includes Mother’s Day, Memorial Day, Father’s Day and Thanksgiving. Racing calendar is subject to change.

PERSONAL QUALIFICATIONS

• Excellent customer service skills with ability to address challenging situations effectively

• Possesses a balance of interpersonal skills and analytical skills
• Dynamic personality with a positive attitude

• Exceptional verbal and written skills
• Ability to multi-task and develop strong professional relationships in all aspects of the position

Applicants must complete all screening questions, background check, and onboarding procedures to move forward.