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Kentucky Derby Luxury Concierge Team Lead
2 months ago
We are seeking a highly skilled Concierge Manager to lead our team of experienced Concierges in one of our luxury dining rooms at Churchill Downs Racetrack LLC. As a Concierge Manager, you will be responsible for managing a team of Concierges, overseeing the experience and service for guests, and ensuring that our guests receive exceptional service.
Key Responsibilities- Supervise a team of Concierges and ensure that they are providing exceptional service to our guests.
- Oversee the experience and service for guests within your assigned luxury dining room.
- Liaise with other internal stakeholders to deliver first-class customer service.
- Coordinate in-room tasks, tours, and breaks to ensure that the service level remains high throughout the event.
- Serve as a trusted resource to Concierges for questions related to access, events across the property, wayfinding, amenities, and other guest requests.
- Lead pre-shift and post-shift meetings with Concierges within your assigned dining room.
- Greet VIP guests upon entry to the dining room.
- Handle customer service and maintenance requests efficiently using the resources provided, ensuring a full resolution.
- Guide the Concierge team in troubleshooting issues, knowing when to escalate issues to ensure appropriate and timely resolution.
- Manage a stock of amenity items to enhance the guest experience, ensuring items are organized and secured at the end of each day.
- Present yourself in a polished, courteous manner.
- Abide by the uniform policy & dress code.
- Exhibit discretion when handling guests' personal information.
- Exceptional, high-level customer service skills.
- Self-motivated problem solver and leader.
- Detail-oriented with outstanding communication skills.
- Adaptable, open to change, and willing to take direction.
- Must showcase professionalism in verbal and non-verbal communication.
- Speak clearly and loud enough to be heard by a large group in noisy environments.
- High school diploma or GED required.
- Management experience or event coordination experience highly preferred.
- Preferred but not required: college coursework, retail or hospitality experience, some equine industry knowledge.
- Must be 18 years of age or older.
- Must be able to stand for long periods of time while managing the concierge desk.
- Must be authorized to work lawfully in the United States.
The work environment is fast-paced and dynamic, with a moderate noise level. The successful candidate will be able to work effectively in a team environment and provide exceptional service to our guests.
