Title: Seasonal Guest Services Representative
Louisville, KY, US, 40208
Churchill Downs Racetrack (“CDRT”), the world’s most legendary racetrack, has been the home of The Kentucky Derby, the longest continually held annual sporting event in the United States, since 1875. Located in Louisville, CDRT features a series of themed race days during Derby Week, including the Kentucky Oaks, and conducts Thoroughbred horse racing during three race meets in the Spring, September and Fall. CDRT is located on 175 acres and has a one-mile dirt track, a 7/8-mile turf track, a stabling area, and provides seating for approximately 60,000 guests. The stable area has barns sufficient to accommodate 1,400 horses and a 114-room dormitory for backstretch personnel. CDRT also has a year-round simulcast wagering facility . www.ChurchillDowns.com.
JOB SUMMARY
Our Guest Services Representatives bring energy, enthusiasm, and a genuine passion for elevating the guest experience at Churchill Downs. As welcoming ambassadors for the racetrack, they help shape the guest journey—from arrival to departure—ensuring visitors feel valued, supported, and excited to return.
In this role, representatives enhance the guest experience by greeting visitors, answering questions, and providing friendly, proactive directions and assistance throughout the facility. They support seamless guest movement by offering directions, escorting guests as needed, operating elevators, serving as lobby attendants, and coordinating golf cart transfers. Their engagement adds meaningful touchpoints that positively influence each guest’s overall journey. Guest Services Representatives also act as a resource for fellow racetrack employees, helping with daily race and event information to support seamless operations.
GENERAL 2026 LIVE RACING INFORMATION
Derby Week – April 25 through May 2
Spring Meet – May 7 through June 28
September Meet – September 10 through 27
Fall Meet – October 25 through November 29
Approximately 25-35 hours per week
Typically, the Guest Services Representatives commit to returning and working each of our Live Race Meets.
Must be able to work on weekends and holidays, including on Thanksgiving Day. Days and hours will vary and are based on the racing schedule. Live race dates during the Spring Race Meet are Thursday through Sunday in May and Wednesday through Sunday in June.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Consistently demonstrate a guest‑focused, professional, and enthusiastic attitude while resolving inquiries and assisting guests.
Serve in the Guest Services booth, as elevator operators, at designated touchpoints, at the entry gates or throughout the facility to proactively provide exceptional service. Address and resolve guest questions or concerns, including issues related to parking, pricing, crowding, dress code, ticketing, table arrangements, and seating.
Educate guests on self‑service wagering machines, wagering products, and company‑supported mobile apps and other service-related tools.
Communicate special‑event details clearly and confidently; answer questions, gather guest feedback, and share recommendations to enhance future experiences.
Deliver courteous, sincere, and professional communication in all interactions, addressing guests by name whenever possible.
Respond promptly and efficiently to guest questions regarding wayfinding, issue resolution, and general racetrack services.
Coordinate paddock tours and assist with trophy presentations for select races.
Guide guests on basic betting procedures, new wagering options, promotions, on‑track amenities, and local attractions. Assist groups with tickets, instructions, and special requests. Operate a golf cart to shuttle guests between parking areas and entry gates when needed.
Uphold high standards of hospitality and ensure every guest receives exceptional service.
Perform extensive walking and remain active throughout the duration of scheduled shifts.
Perform other related duties, as assigned.
REQUIRED SKILLS AND ABILITIES
Prior interaction with the public and/or working knowledge of the horse racing industry preferred.
You must be able to work flexible hours, including weekends, evenings, and holidays.
Must be people-oriented, able to handle multiple tasks, detail oriented, organized, have excellent communication skills, be self-motivated and enthusiastic, and be a problem solver and collaborator.
EDUCATION AND EXPERIENCE
High school diploma or general education degree (GED); or one to three months related experience and/or training.
PHYSICAL REQUIREMENTS & WORKING 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
Most Guest Services Reps walk at least 1 – 3 miles per day and stand for extended periods of time.
The responsibilities of this position require the employee to be physically fit and able to stand and walk for extended periods of time. The noise level and visual stimulation of this position can be moderate to high depending upon scheduled activities. This is a high energy environment with multiple tasks evolving throughout the day. The activities associated with this position are ever changing and a flexible demeanor is needed to ensure success.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Nearest Major Market: Louisville
