What are the responsibilities and job description for the Suite Experience Manager position at Churchill Downs Racetrack LLC?
Summary
The Suite Experience Manager will support the Churchill Downs® Racetrack Luxury Sales & Services Department in leading and executing both customer experience and customer service strategies for suite ticketholders and guests. This position will oversee race day suite operations as well as developing and implementing programs, initiatives and activities designed to increase customer satisfaction and to drive customer engagement and retention.
Essential Duties
Includes, but is not limited to, the following:
- Lead overall efforts to serve and engage suite ticketholders and their guests
- Oversee onsite preparation and race day services for suite guests, meeting and exceeding guest satisfaction
- Collaborate with Senior Manager of Luxury Experience & Concierge and Luxury Suite Sales & Services Manager to administer and optimize a complete, holistic view of the suite customer journey, encompassing customer interactions from initial awareness to post purchase engagement and beyond
- Collaborate with Sales & Ticketing Strategy team, department staff, and key service stakeholders to establish detailed, actionable event operating procedures to deliver exceptional and consistent suite events and suite guest services
- Serve as liaison between internal and external stakeholders, vendors and partners to ensure all services are cohesive and all logistics and event day execution are well coordinated and on track
- Oversee all external vendors sourced
- Develop strategies and various programs and initiatives to stimulate suite engagement and attendance as a means of customer retention
- Act as primary point of contact for all suite operations on event race days, including but not limited to site visits to assess suite venue readiness, daily customer reports, pre- and post-shift collaboration with service staff and partners, event day management, etc.
- Collaborate with Luxury Suite Sales & Services Manager and utilize CRM details to identify unique client hospitality needs and to create exceptional customer service race day experiences
- Support Luxury Suite Sales & Services Manager in designing and executing key touchpoints and communication campaigns to inform guests of all relevant aspects of their event race day
- Identify opportunities to collect and analyze data related to suite ticketholder trends, attendance, touchpoints, renewals, etc. to improve suite services and experiences
- Organize production of, and manage fulfillment of, customer deliverables to ensure suite ticketholders are prepared to attend live race days
- Provide service training, as applicable, to staff and team members
- Troubleshoot issues as they arise and determine appropriate resolution
- Conduct suite ticketholder surveys and develop other means to process suite guest feedback ensuring service needs and expectations are met
- Develop and adhere to a departmental suite expense budget; monitor and take action as necessary to help assure expenses are planned and approved
- Represent Churchill Downs and the Kentucky Derby during event preparation, site surveys, client events and race events; providing excellent customer service at all times
- Conduct post-event analyses to evaluate performance and document learnings
- Benchmark similar suite concepts to adopt and optimize policies at Churchill Downs to continuously improve services and member satisfaction
- Present during operating hours and events to manage day-of operations and suite race day experiences
Supervisory Responsibilities
- Seasonal Concierges
Education, Experience, Skills and Abilities
- Bachelor’s degree (B.A.) from four-year college or university
- 2-4 years of professional experience in hospitality or a related field
- Alternatively, equivalent combination of education and experience
Required Qualifications
- Demonstrated passion for hospitality and/or the racing & entertainment industry
- Collaborative, team player attitude
- Exceptional attention to detail
- Excellent oral and written communication skills
- Strong interpersonal skills with a commitment to a high level of customer service
- Creative problem solver and strong judgement skills
- Strong presentation development and delivery skills
- Strong analytical and data interpretation skills
- Strong time management, organizational, and decision-making skills
- Ability to collaborate with a cross functional team
- Ability to prioritize and manage multiple tasks simultaneously
- Proficient in Microsoft Office & Excel
- Ability to learn new software, specific to ticketing and CRM systems
Working Conditions
Weekend and evening work required during live racing meets. Working conditions are normal for an office environment. Must be able to maneuver around the racetrack and withstand hot/cold conditions.
Weekend and evening work required during live racing meets. Working conditions are normal for an office environment. Must be able to maneuver around the racetrack and withstand hot/cold conditions.
Churchill Downs encourages diversity in the workforce.
EOE
EOE
