Hotel Front Desk Attendant

Front Desk Attendant

Kentucky Derby Museum is a 501(c)(3) non-profit charitable organization that sits on the front steps of historic Churchill Downs Racetrack. It is one of the premiere attractions in the Louisville region, celebrating the tradition, history, hospitality and pride of the world-renowned event that is the Kentucky Derby. The Museum welcomes over 258,000 visitors annually; a large percentage of those visitors come from outside of Kentucky, journeying from across the country and the world.

The primary purpose for this position is to welcome visitors, partners and vendors; answer all guest questions and concerns; collect and ring-in appropriate individual and group admission fees; and upsell Museum specialty tours to visitors at the Front Desk. This position will also assist in maintaining the Front Desk and Lobby areas, open and close front desk registers, follow outlined cash handling procedures, and maintain records in accordance with operational guidelines. The Front Desk Attendant will report to the Visitor Services Manager. This position has no direct supervisory responsibilities.

Essential Functions/Accountabilities:

• Models and upholds KDM "Winning Service" standards and behaviors during interactions with Museum staff and guests.
• Possesses the knowledge of and the eagerness to learn about the Kentucky Derby and Thoroughbred Racing history.
• Knowledgeable of each team member and their role.
• Knowledgeable of the KDM Tour catalog and schedules.
• Ensures the lobby remains clean and functions smoothly during visitor transitions.
• Processes visitor orders over the phone and at the front desk using the Museum's ticketing POS system.
• Provide visitors and callers with general information such as the Museum's address, hours, directions, current exhibitions, upcoming programs, and events.
• Assists team members with gathering guests for tours and programming as appropriate.
• Greets visitors, operates the POS system to ring in admissions for individuals or groups, and follows all cash handling procedures.
• Makes daily announcements over the museum PA system.
• Utilizes the point-of-sale system used by the Museum, as well as other technology platforms used by the Visitor Services Team and the Museum.
• Stays up-to-date on Museum exhibits, events, tours, and programs in order to accurately share and sell experiences.
• Utilizes cross-selling and upselling techniques to increase sales revenue.
• Answers the Museum's main telephone line, answers guest questions, and directs callers to appropriate departments.
• Answers inquiries from guests regarding local attractions, restaurants, transportation, entertainment, etc.
• Performs front desk maintenance, opening, and closing duties.
• Keeps current on the operation of the company's computer systems, telephone system, and other visitor services technology.
• Makes decisions regarding customer service interactions and ticket processing.
• All other duties as assigned.
• Assists with evening events as needed.

While every effort has been made to make this description of the essential functions as complete as possible, it in no way states or implies that this is an exhaustive listing of the only duties you will be required to perform. The omission of specific statements of functions or responsibilities does not exclude them from the position if the work is similar, related, or is a logical assignment to the position.

Expected Behaviors:

• As a Kentucky Derby Museum employee, upholds our mission statement; whenever possible, Engage, Educate, and Excite everyone about the extraordinary experience that is the Kentucky Derby.
• Demonstrates exceptional customer service by building rapport with customers through engaging questions and attentive listening to their needs and feedback.
• Consistently adheres to our Service Standards, including Safety, Courtesy, Appearance, Knowledge, and Efficiency.
• Follows all safety and security procedures as outlined in the KDM safety manual. Upholds safety and security protocols, including monitoring guest access and reporting suspicious activities.
• Abides by all Museum policies contained within the KDM Personnel Manual including the dress code.
• Handles check-in and check-out processes efficiently and accurately, ensuring proper documentation and payment procedures.
• Demonstrates strong organizational skills by managing reservations, schedules, and guest information with accuracy.
• Displays enthusiasm and a genuine passion for educating and engaging guests with Derby knowledge, creating an exciting and memorable experience.
• Shows initiative in identifying opportunities to enhance guest experience and improve service quality.
• Handles guest concerns or complaints with patience, empathy, and problem-solving skills, escalating issues when necessary.

Requirements

Minimum Qualifications:

• Highschool diploma or equivalent.
• Must be able to sufficiently pass a criminal background check.
• Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Able to write routine reports and correspondence.
• Able to speak effectively before groups of customers or employees of organizations.
• Able to calculate figures and amounts such as applicable discounts and total charges and change due.
• Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Able to deal with problems involving many variables in varied situations.
• Must have access to reliable transportation to and from work.
• Knowledge of Microsoft Office Suite, including Outlook.

Certificate, Licenses, Registrations:

Racetrack license, paid for by the museum.

Work Schedule:

• All team members are required to work additional hours during Derby season. This includes but is not limited to working shifts on Thurby, Oaks, Derby, and the Sunday of Derby weekend. All team members are also required to work the week of the National FFA conference and Breeder's Cup (when held in Louisville).
• This position is available on a Part-Time basis, but must be available to work weekend shifts.
• The work schedule will vary based on seasonality and programs offered. However, shifts will generally fall within the following hours:

o Monday-Saturday: 6:45AM - 5:30PM

o Sunday: 10:30AM 5:30PM

Working Conditions:

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 essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands and finger to handle, or feel and reach with hands and arms. The employee is frequently required to walk; sit and talk or hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

All indoor spaces are air-conditioned, although some job duties may take place outside or in another non-climate-controlled space.

While performing the duties of this job, the employee is regularly exposed to a crowded work area. To perform this job successfully, an individual must be able to navigate a crowded area and handle a challenging workload.

The noise level in the work environment is usually moderate.