What are the responsibilities and job description for the Club Ticketing Coordinator position at Keeneland Association Inc?
SUMMARY
Keeneland’s founders pledged a model racetrack to perpetuate and improve the sport. The Keeneland Clubhouse was created as part of the founding of Keeneland with this vision in mind. This position is responsible for supporting this vision for the Keeneland Clubhouse always providing exceptional customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This position will be expected to maintain a professional and courteous attitude when representing Keeneland to guests and Keeneland team members by email, phone and in person. They will be expected to learn the operational function of Keeneland ticketing and Keeneland’s physical layout of the seating and dining facilities. These goals are accomplished by performing the following duties:
- Assist the Club Manager in ensuring exceptional service at all touchpoints and an experience that is in line with the Clubhouse expectations.
- Collect requests for clubhouse tickets and reservations through on-line system, mail and phone.
- Assist the Club Manager in filling requests and issuing tickets to club members.
- With the Club Manager, use the ticket software to create work-flows and efficiencies.
- Answer the Club phone line and e-mail, providing courteous service at all times
- Assist with the operations of the Clubhouse Will Call and Club Admissions filling in on any of these positions when needed.
- During race days, help serve as the Club Concierge to assist and direct guests to the proper dining rooms and areas of Keeneland.
- Communicate with the Keeneland Hospitality team, relaying messages to clubhouse captains as needed, including any personal notes for enhanced service such as celebrations.
- Work with the captains each race day to ensure proper information is gathered and recorded. This includes the reporting of “no shows”, Saturday Club members not in attendance and walk-in customers.
- Assist in the hiring and training of seasonal staff in the clubhouse and help conduct a daily meeting during the race meet.
- Assist with Club billing, ensuring timely accurate bills are sent and payment received.
- Support the overall functions of the Welcome Center, ensuring courteous, professional service is given at all times
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be detailed oriented, a team-player, good communicator and self-starter with an outgoing personality.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B. A.) from a four-year college or university; a minimum two years experience in ticket sales or premium hospitality. Experience providing service for the most discerning clientele or managing a concierge program. Proficient in Microsoft 365 computer programs with experience or willingness to learn programs related to ticketing.
ESSENTIAL DUTIES AND RESPONSIBILITIES Other duties may be assigned in addition to those noted.
LANGUAGE SKILLS
Ability to write business correspondence and effectively present information in one-on-one and small group situations. Must be able to communicate with confidence and deal with groups of diverse individuals.
CERTIFICATES, LICENSES, REGISTRATIONS
A Kentucky Horse Racing Authority License is required for all track workers.
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.
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands or arms; balance; climb up and down stairs and talk and hear. The employee is also required to sit for computer work. The employee must be able to lift and/or move up to 50 pounds on occasion. Specific vision abilities are also required by this job include distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
