Our Guest Service Reps have dynamic, energetic personalities and enjoy smiling, meeting and making people happy. Representatives are responsible for providing high quality customer service to all guests visiting Churchill Downs. These representatives will assist with enhancing the guest experience to encourage future return visits.
Duties include but are not limited to greeting guests, answering questions, providing directions, escorting guests around the facility, operating elevators, providing wheelchair or golf cart transfers for guests as needed and interacting with and adding to the overall racetrack experience for our guests.
2019 Live Race Dates include:
Fall Race Meet
Approximately 20-35 hours per week
Typically the Guest Services Representatives commit to returning and working each Race Meet. Must be able to work on Opening Night and Downs After Dark racing nights during the Spring Meet. Must be able to work Kentucky Derby week, April 27-May 4, 2019 (long days), and on Kentucky Oaks and Derby days, May 3&4, starting at 7:30am and until 8:30pm. Days and hours will vary during both the Spring, September, and Fall Race Meets in 2019. Typically live race dates include Thursday through Sunday during the Spring and September Meets and Wednesday through Sunday during the Fall Meet.
Ensure that all communication and correspondence with guests is courteous, sincere and professional. Be sure to always using a guest's name if and whenever possible.
Responsible for responding quickly and efficiently to questions from guests regarding wayfinding, Kentucky Oaks and Kentucky Derby or regular Race Meet activities, tickets, group sales, and any track services.
Responsible for working the Guest Services booth, or circulating throughout the facilities, promoting and providing exceptional guest service. This includes addressing and resolving any guest questions or complaints and providing instant guest pacification whenever possible. Common guest issues include parking, pricing issues, overcrowding, dress code violations, ticket discrepancies, table arrangements, and seat locations.
Physical work required for providing wheelchair transfers to guests or other duties as assigned. Extensive walking may be required.
Responsible for daily education of guests on self-service wagering machines, company sponsored mobile apps, etc.
Work directly with the Groups, Sponsorship Sales and other departments to orient groups to the track, provide hospitality and greeting members of the group.
May be responsible for working in special venues, such as the Finish Line Suites, Jockey Club Suites, Millionaires Row and/or Skye Terrace.
Coordinate paddock tours and trophy presentations for select races. Work in specialized areas with children and
Assist other areas of the Marketing Department to include assisting with special events, answering telephones and other administrative assignments as may be required.
Responsible for educating patrons on basic betting procedures, new forms of wagering, promotions, on-track facilities, local sites of interest; greeting groups and assisting with tickets, instructions, and any special needs. May also be required to provide wheelchair transfers to guests or drive a golf cart to shuttle guests to the gates from the parking areas.
Provide exceptional guest service at all times.
Perform other related duties, as assigned.
Education and/or Experience
High school diploma or general education degree (GED); or one to three months related experience and/or training.
Must be able to work flexible hours, including weekends and evenings.
Must be people-oriented, able to handle multiple tasks, detail oriented, organized, have good communication skills, be self motivated and enthusiastic, be a problem solver and team worker.
Prior interaction with the public and/or working knowledge of the horse racing industry preferred.
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 the essential functions. Most Guest Service Reps walk 1 2 miles per day and stand for long periods of time. Guest Services representatives are responsible for providing complimentary wheelchair transfers to guests as requested. 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 are needed to ensure success.
This position requires completion of a background check.
Churchill Downs encourages diversity in the workforce.
Churchill Downs Incorporated