What are the responsibilities and job description for the Guest Service Representative, Seasonal position at Churchill Downs Race Track - Louisville, KY?
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 an exceptional level of 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. Representatives will also serve as a resource to other racetrack employees who need assistance with daily race and event details.
GENERAL 2024 LIVE RACING INFORMATION
Derby Week – April 26 through May 3
Spring Meet – May 8 through June 29
September Live Race Meet – September 11-28
Fall Live Race Meet – October 26 through November 30
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, addressing the guests by name when 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 other key location points, or circulating throughout the facility, 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 the daily education of guests on self-service wagering machines, wagering products, Company sponsored mobile Apps, etc.
Representatives 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.
Required to always provide exceptional service to guests.
Extensive walking may be required.
Perform other related duties, as assigned.
SUPERVISORY RESPONSIBILITIES
Limited
EDUCATION and/or EXPERIENCE
Prior interaction with the public and/or working knowledge of the horse racing industry preferred.
High school diploma or general education degree (GED); or one to three months related experience and/or training.
You 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, and be a problem solver and collaborator.
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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
Most Guest Services Reps walk at least 1 – 3 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 is needed to ensure success.
This position requires completion of a background check.
Churchill Downs encourages diversity in the workforce.
