Location: Louisville,KY, USA
Job Details
Description
FUNCTION
Be a part of the 151st Running of the Kentucky Derby & Kentucky Oaks by leading our team of experienced Concierges in one of the Luxury Dining Rooms at Churchill Downs. Concierge Managers will manage Concierges in one of the following dining rooms: The Mansion or Matt Winn's. Several required training dates, starting March 15, 2025, will prepare you to provide extraordinary service to our distinguished guests for both race days (May 2nd and May 3rd, 2025). Concierges are expected to attend all required training dates (listed below) and both race dates. Applicants with backgrounds in management, hospitality, and related industries, as well as those with horseracing knowledge and previous Concierge experience, are encouraged to apply. This is a seasonal position.
SPECIFIC DUTIES AND RESPONSIBILITIES
Includes, but is not limited to, the following:
* Supervise 10-30 Concierges delivering direct service to ticketholders.
* 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 the service level remains high throughout the race day.
* 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.
SUPERVISORY RESPONSIBILITIES
Managing team of luxury Concierges
REQUIRED QUALIFICATIONS
* 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
REQUIRED AVAILABILITY
Must be available on all the following dates, unless otherwise noted:
* March 8th, 2025 - Concierge Manager Kick-Off Training
* March 15th, 2025- Training #1 for Cohort 1 (Optional for Cohort 2 Managers, Required for Cohort 1 Managers)
* March 22nd, 2025 - Training #1 for Cohort 2 (Optional for Cohort 1 Managers, Required for Cohort 2 Managers)
* April 12th, 2025 - Concierge Manager Follow-Up Training
* April 26th, 2025 - Training #2, All Concierges and Concierge Managers
* May 1st, 2025 - Thurby Evening Preparations, Concierge Manager Final Pre-Race Touchpoint
* May 2nd, 2025 - Kentucky Oaks
* May 3rd, 2025 - Kentucky Derby
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; sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to ten 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.
The noise level in the work environment is usually moderate.
Qualifications
Education
Preferred
High School or better
Experience
Preferred
Management, Customer Service, Events, or Horse Racing Industry preferred
Licenses & Certifications
Required
Racing License