Title:  Premium Dining Concierge

JOB SUMMARY

Provides personal and uncompromising service to internal and external guests of Churchill Downs Racetrack (CDRT), ensuring details of the racing and premium dining experience are attended to and supporting events and special projects booked by the Sales & Strategy Team. This is a seasonal position aligned with the racing calendar, with work generally limited to training and race days in April, May, June, July, September, October, and November, including Kentucky Oaks and Kentucky Derby days.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Experience & Service

• Warmly greet and guide guests to their seats with a positive, can-do attitude.
• Assist with tickets, parking and entry directions, special requests, key areas of the facility, and local sites of interest.
• Educate guests on track promotions, the basics of wagering, and other race-day information relevant to their experience.
• Take ownership of guest concerns and use appropriate judgment and follow-up to help ensure issues are resolved. Perform with empowerment.
• Communicate courteously, professionally, sincerely, and responsively with guests, including when addressing dress code violations, missing tickets or credentials, incorrect seating, and other service issues.
• Maintain exemplary professional conduct and presentation while delivering an impressive guest experience.

Premium Dining Operations

• Facilitate and manage guest reservations by interpreting seats-sold reports and evaluating and resolving issues related to overcrowding, ticket discrepancies, seat locations, and related concerns.
• Open premium dining spaces before gates by preparing televisions, track audio, lighting, and other room functions; remain in the room until the last guest has departed and ensure closing functions are completed.
• Create custom room diagrams for events; review daily racing reports and share applicable information with Event Operations, Levy, and other service providers.
• Maintain necessary race-day items, including racing programs, pencils, coat storage and hangers, guest identification materials, tip sheets, and business cards.
• Report maintenance problems and follow through to support timely resolution.
• Assist with and facilitate events booked by the group, premium, or special events sales teams.
• Assist the Horsemen’s Relations Assistant with seating on Stakes Race Days as needed.
• Perform other related duties as assigned.

Communication, Coordination & Reporting

• Build working knowledge of key stakeholders within Ticket Sales, Event Operations, Facilities, Levy, and other service partners to communicate and escalate customer service issues effectively.
• Maintain open, professional communication with guests and service contractors involved in servicing the dining room, including Levy Restaurants, United Tote, Housekeeping, and Ticketing.
• Use consistent and proper telephone etiquette, answer the phone within two rings, use guests’ names, check voicemail, and conduct callbacks.
• Author detailed end-of-day reports providing a recap of race-day activity in the premium dining space to Sales & Strategy team members.

REGULATORY

Ability to obtain and maintain a Kentucky racing license and successfully complete all applicable background check requirements.

EDUCATION 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.
• Experience with Ticketmaster Archtics preferred but not required

REQUIRED SKILLS AND ABILITIES

• Excellent customer service skills with the ability to address challenging situations effectively.
• Proficiency in Microsoft Office applications, including Outlook and Excel, and related software.
• Strong interpersonal and analytical skills.
• Dynamic personality with a positive attitude.
• Exceptional verbal and written communication skills.
• Ability to multitask and develop strong professional relationships in all aspects of the position.
• Experience with ticketing or reservations software highly preferred.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• Work is performed in a dining room setting within a Sports and Entertainment facility.
• Some areas of the facility may be noisy.
• May be exposed to changing weather conditions.
• Must be comfortable standing throughout the work shift.
• Ability to occasionally lift and/or move up to 15 pounds.
• Must be available to work all race days, including nights and weekends during the Spring, September, and Fall Meets.
• Must be available to work holidays that fall on race days, including Mother’s Day, Memorial Day, Father’s Day, and Thanksgiving.
• Racing calendar is subject to change.

Churchill Downs Racetrack spans 175 acres and more than 1.5 million square feet under roof with additional entertainment facilities not protected from weather conditions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of the position. As the nature of business demands change so, too, may the essential functions of this position.