Suites Concierge

1 month ago

Louisville, United States Churchill Downs Racetrack LLC Full time
Job DescriptionJob Description

SUMMARY

The Suites Concierge is responsible for providing personal and uncompromising service to any and all private groups and guests. This position ensures that every detail of the guest’s racing experience is attended to and assists in creating an atmosphere in which every guest will want to return.

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). Pre-meet training takes place approximately 1 week after each meet. 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.

September Meet is 9/19-9/29
Fall Meet is 10/27-12/1


ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include, but are not limited to:

  • Develops and maintains respectful relationships with suite owners, guests, and private groups using warm and sincere greetings and farewells, as well as using guest’s names whenever possible.
  • Performs functions in order to “open” the suites clubhouse prior to gates, which include turning on TVs, adjusting the track audio level, turning on lights, etc. This position will remain in the suites clubhouse until the last guest has left and will ensure all functions to “close” the suites clubhouse have been performed.
  • Responsible for management and enforcement of suites dress code.
  • Responsible for maintaining an open line of communication with guests and all service contractors involved in servicing the clubhouse (i.e. Levy Restaurants, United Tote, Housekeeping, Ticketing, etc.)
  • Responsible for facilitating the execution of any “special service” offerings in the clubhouse (i.e. orchestrate special offerings, photo ops., Last Suite Standing contest, etc.)
  • Responsible for using consistent and proper telephone etiquette, answering the phone within 2 rings and with a standard greeting. Using guest’s names whenever possible during the conversation is preferred.
  • Responsible for escorting guests, when available, as opposed to directing guests to other areas of the suites clubhouse.
  • Responsible for reporting maintenance problems and seeing that each is resolved in a timely manner.
  • Develops and maintains a high level of service standards in all suites-related operations to include, “above and beyond” service empowerment, service recovery programs, and complaint resolution.
  • Responsible for achieving and maintaining exceptional service ratings in all suite operations.
  • Maintains impressive and effective working relationships with internal operations departments to ensure that all activities in and around the clubhouse have a positive impact on guests.
  • Responsible for maintaining and managing a stock of necessary race day items, which include racing programs, pencils, wagering information, etc.
  • Responsible for managing a stock of service recovery give-away items and personal needs items.
  • Responsible for always behaving in an exemplary manner; to project a professional bearing and not allow personal feelings or personal problems to interfere with impressive guest service.
  • 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.
  • This position will be required to work evening hours and weekends when needed regularly. Typically, schedule is Wednesday thru Sunday.
  • Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES
No supervisory responsibilities

EDUCATION, TRAINING, AND EXPERIENCE

  • High School Diploma or higher
  • 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

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

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