Guest Services Manager

Guest Services Manager

Churchill Downs Racetrack ("CDRT"), the world's most legendary racetrack, has been the home of The Kentucky Derby, the longest continually held annual sporting event in the United States, since 1875. Located in Louisville, CDRT features a series of themed race days during Derby Week, including the Kentucky Oaks, and conducts Thoroughbred horse racing during three race meets in the Spring, September and Fall. CDRT is located on 175 acres and has a one-mile dirt track, a 7/8-mile turf track, a stabling area, and provides seating for approximately 60,000 guests. The stable area has barns sufficient to accommodate 1,400 horses and a 114-room dormitory for backstretch personnel. CDRT also has a year-round simulcast wagering facility.

Job Summary

The Guest Services Manager serves in a dynamic dual-role, functioning both as a frontline agent, and as a leader within the Guest Services department. This position is responsible for delivering exceptional service directly to guests while also supporting team operations through supervisory guidance, service-recovery efforts, and daily workflow management. This role is essential in ensuring a seamless and positive guest journey—whether by answering and resolving incoming inquiries, troubleshooting issues across multiple touchpoints, or assisting staff with complex guest concerns. The Guest Services Manager helps uphold service standards, equips team members with the resources needed to deliver an excellent guest experience, and contributes to training, incident management, and departmental initiatives.

Essential Duties And Responsibilities

Efficiently manage high-volume inbound call flow, including answering, documenting, routing, and resolving guest calls from a busy main platform. Ensure all incoming calls are handled professionally and aligned with service standards. Demonstrate proficiency in navigating a high-volume environment using multi-channel communication tools and CRM technology. Utilize Salesforce for case creation, ticketing, documentation, guest history review, and workflow management. Serve in a leadership capacity for team members by addressing questions, providing guidance, and assisting with service recovery efforts to resolve guest concerns effectively. Monitor and analyze performance metrics by utilizing dashboards and key performance indicators (KPIs) to assess team effectiveness, identify trends, and support data-driven operational decisions. Proactively gather and consolidate information from internal teams and external partners regarding guest inquiries, issues, and product knowledge; maintain organized digital and physical resource libraries for full-time, seasonal, and temporary staff. Prepare and deliver summarized pre-shift notes, event briefings, operational updates, and critical information regarding topics such as onsite activities, parking, and event flow. Track, document, and monitor guest inquiries, tickets and complaints across all communication channels including in Salesforce; respond promptly and professionally, or route to appropriate departments for resolution. Partner with team members to troubleshoot guest issues, implement solutions, resolve concerns, and escalate critical matters when necessary Perform service recovery efforts and train cross-functional departments in service recovery techniques and best practices. Create and deliver training materials to ensure the seasonal workforce is equipped to deliver exceptional guest service. Provide in-person support and resolution for on-site guest concerns and escalations. Support team staffing efforts through interviewing, onboarding, training, and continued mentorship. Using performance metrics and KPIs, provide recommendations on staffing and scheduling to Director of Guest Services. Assist with Guest Services departmental projects and broader CDRT initiatives as assigned. Assist with the fulfillment of the company's guest service Training Program, including facilitating employee recognition initiatives, material distribution, and participation in committee meetings. Assist with off-season and dark-day events as assigned. Report, monitor and assign operational and guest-related incidents during Live Race Meets to the appropriate departments using the 24/7 system or other authorized reporting platforms. Perform additional responsibilities as needed to support overall business objectives and enhance the guest experience.

Required Skills And Abilities

Candidate should be proficient with various software tools, such as spreadsheets, databases and web-applications, including but not limited to: Word, Excel, Outlook, PowerPoint, and other MS Suite applications. Experience with Salesforce and other CRM platforms is preferred. Ability to learn new applications as required. Diplomatic personality, able to collaborate with wide variety of personalities and backgrounds, under pressure while maintaining calm demeanor. Demonstrated ability to manage multiple projects concurrently. Strong written communication skills, with ability to collect, analyze and disseminate information in a detailed and efficient manner

Education And Experience

Bachelor's Degree preferred. Experience in a high-volume Contact Center environment and interacting with the public on a regular basis.

Physical Requirements & Working Conditions

Ability to be exposed to adverse weather conditions when required to work outside. Ability to be on your feet for long periods of time. While performing the duties of this job, the employee may also be required to stand, walk, use hands to finger reach, handle, feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear. Employees may be asked to occasionally lift up to 20 lbs. The noise level in the work environment is moderate. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.