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Seasonal Guest Service Representative

3 months ago

Louisville, United States Churchill Downs Incorporated Full time

** Seasonal Guest Service Representative**

**Job Category****:** Customer Service **Requisition Number****:** SEASO005818 Showing 1 location **Job Details**

**Description**

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.

GENERAL INFORMATION

Guest Services Representatives typically follow the regular Race Meet schedule and are sometimes required to

work during special events held at the racetrack as assigned. The Race Meet schedule for the remainder of 2021

includes the following:

2021 September Live Race Meet Live Racing Thursday through Sunday from September 16 to October 3

2021 Fall Live Race Meet Live Racing Wednesday through Sunday from October 31 to November 28

2022 Live Race Dates TBD

Approximately 20-35 hours per week

Typically the Guest Services Representatives commit to returning and working each Live Race Meet.

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.

ESSENTIAL FUNCTIONS:

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 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.

Physical work required for providing wheelchair transfers to guests or other duties as assigned. Extensive walking

or standing 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 dining venues, such as the Jockey Club Suites, Millionaires Row and/or

Skye Terrace.

Coordinate paddock tours or trophy presentations for select races as assigned.

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 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 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.

SUPERVISORY RESPONSIBILITIES

Limited to none

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 1 2 miles plus 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.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

**Required**

Racing License