What are the responsibilities and job description for the Assistant Program Manager position at Churchill Downs Racetrack?
FUNCTION
The Assistant Program Manager will help oversee the day-to-day operations of the programs & box office on live racing, simulcast, and dark event days. This position will supervise and schedule seasonal part time staff members, maintain accurate reporting with sales and distribution of programs, and sustain the functionality of various program systems to invite hospitable, smooth, and efficient operation with programs and box office operations.
The Assistant Program Manager will help oversee the day-to-day operations of the programs & box office on live racing, simulcast, and dark event days. This position will supervise and schedule seasonal part time staff members, maintain accurate reporting with sales and distribution of programs, and sustain the functionality of various program systems to invite hospitable, smooth, and efficient operation with programs and box office operations.
SPECIFIC DUTIES AND RESPONSIBILITIES
Programs:
- Assist with managing the cash inventory of the programs department and simulcast including daily reconciliation, cash change ordering, and balancing.
- Manage requests, counts, and bank creation for adequate money reserves for special events and Oaks/Derby with the track money room, including various money supplies.
- Manage the delivery of programs, tip sheets, and racing forms to various locations throughout the facility including selling booths, suites, and dining rooms.
- Ensure program material is properly stocked, available, and precise for patrons upon gates opening to the venue.
- Complete purchase orders and review invoices to ensure payments are accurate for programs, tip sheets, and racing forms.
- Assist with preserving the Fishbowl program sales, forecasting, and inventory tracking database.
- Properly schedule seasonal staff to ensure adequate gate coverage, customer service response team, and effectively meeting department labor budget.
- Conduct on-going, year-round employment interviews to ensure proper staffing for all race seasons, simulcast, and events.
- Complete all new-hire and seasonal re-hire paperwork along with submission to Human Resources and user creation in applicable ticketing systems.
- Work with the Program Manager and department to ensure program and supply levels are accurate for live race days and simulcast.
- Support the rollout, training, technical aspects, and eventual ownership of future product development with any program point of sale units.
- Maintain program management duties, including the programs email inbox, as requested and during management days off (including vacations).
- Will need the ability to lift a minimum of twenty (20) pounds, working knowledge of a pallet jack, with the possibility of working in outside weather conditions.
- Operate a forklift in order to move & stack pallets of programs across the facility.
Race Days/Simulcast:
- Observe ticket selling, gate entry, and program staff on live race and simulcast days to ensure proper coverage, deployment, including providing breaks and customer service issues.
- During simulcast management days, oversee coverage with staffing, program sales and distribution, ticket sales window, and gate entry scanning, including necessary reporting, attendance, and financial balancing.
- Personally staff a program booth as needed to assist customers and act as a point of contact for internal customer inquiries.
- Act as a first line of defense for any box office, program, and gate entry procedures, and customer service on live race and simulcast dates.
- Assist with preparing cash banks and daily deposits as well as the checkout of banks and other staff essentials (products, keys, scanners, passes, etc.).
- Generate various reports for live racing and/or simulcast days; conduct finance/ticket audits and reconciliations on ticket gate and program sellers.
- Provide timely feedback to management regarding service failures or customer concerns.
- Create and populate data for a program database that will ensure proper allocations of programs, racing forms, and tip sheets.
- This position will require the ability to bend, stretch, stand, and walk for extending periods of time throughout the workday.
Other General Team Duties:
- Be proactive to assist with the development, strategic planning, and execution of the various products in the ticketing system and operations department.
- Maintains an open line of communication with management and direct reports to ensure that facility, operational, security, and customer issues are resolved quickly, and that legendary customer service is being provided.
- Assist with the seasonal set up, tear down, and storage of Fortress devices.
- Assist with testing and troubleshooting scanners, turnstiles, and secondary locations to verify they are online and able to scan as programmed.
- Assist Fulfillment team on fulfillment methods and bulk processing for loyalty, cards, rfid products, parking passes, and tickets.
- Support Ticket Operations team with providing year-round, and as necessary, any 101 training for all CDRT employees that will be using our system(s). This includes gate, program, and simulcast staff as well as office staff.
- Must be able to work on numerous assigned projects simultaneously with quick turnaround deadlines.
- Demonstrate flexible and efficient time management with the ability to prioritize workload.
- Work with Box Office Manager and Program Manager to acquire learnings on day-to-day and live event operational, facility, maintenance, and security standards and points of contact for Ticket Operations.
- All other duties as assigned.
SCHEDULE
- Must be willing and able to work non-traditional hours in non-traditional settings, including nights, weekends and holidays.
- Must be available to work all premium live racing, simulcast days, Derby Week, Kentucky Oaks, and Kentucky Derby dates.
- There is a varying pre-defined monthly schedule to ensure a Ticket Operations management representative is available on site during the standard work week and simulcast weekends.
- During non-race meets/simulcast, this position’s work schedule may alternate to ensure management coverage from Wednesday to Sunday.
- This position will work racing schedule (Wednesday to Sunday) the live racing periods in May, June, September, and November. The remaining months are work scheduled Monday to Friday pending proper management and event coverage.
SUPERVISORY RESPONSIBILITIES
This job has indirect supervisory responsibilities for seasonal & part-time programs and admissions staff.
This job has indirect supervisory responsibilities for seasonal & part-time programs and admissions staff.
EDUCATION, TRAINING, AND EXPERIENCE
- High School Diploma/GED required.
- Forklift certification is preferred
- Experience & proficiency with Microsoft Office suite.
- Attention to detail and the ability to solve problems.
- Excellent interpersonal and communication skills, as well as professionalism and diplomacy.
- Ability to exercise sound business judgment generating effective solutions quickly and/or raising issues to management as necessary.
- Team player with an exceptional customer service attitude.
- Strong computer and mathematical skills.
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 handle or feel; reach with hands and arms; and talk or hear. The employee frequently is required to sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally life and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, 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. This work is performed indoors and outdoors within a Sports and Entertainment facility. Some areas of the facility may be noisy and subject to changing weather conditions.
