JOB SUMMARY
Our Guest Service Reps have dynamic, energetic personalities and enjoy smiling, meeting people and making our guests 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 golf cart transfers for guests (as needed) and interacting with and adding to the overall racetrack experience for our guests.
GENERAL 2024 LIVE RACING INFORMATION
2024 Spring Live Race Meet - April 27 through June 30
September Live Race Meet - September 12-29
Fall Live Race Meet - October 29 through December 1
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 Wednesday or Thursday through Sunday.
ESSENTIAL FUNCTIONS:
Always present a guest-focused, professional and enthusiastic attitude toward resolving guest issues and answering questions.
Discuss special event experience specifics with guests, communicate details, answer questions and note feedback for future improvement. Provide suggestions and feedback to improve the future overall guest experience.
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, issue resolution and general racetrack services.
Responsible for working in 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.
Responsible for daily education of guests on self-service wagering machines, wagering products, Company sponsored mobile Apps, etc.
May be responsible for working in special dining venues as assigned.
Coordinate paddock tours and trophy presentations for select races as assigned.
Responsible for educating guests 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 requests.May also be required to drive a golf cart to shuttle guests to the gates from the parking areas.
Must provide exceptional service to guests at all times.
Extensive walking may be required.
Perform other related duties, as assigned.
SUPERVISORY RESPONSIBILITIES
Limited
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, evenings and holidays.
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.
PHYSICAL DEMANDS
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 at least 1 - 2 miles per day and stand for long 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 are needed to ensure success.
This position requires completion of a background check.
Churchill Downs encourages diversity in the workforce.