JOB SUMMARYThe Senior Manager, Concierge & Luxury Customer Experience is responsible for creating and delivering exceptional guest experiences across Churchill Downs Racetrack and Kentucky Derby race day events and operations within luxury venues. This leadership role oversees luxury guest services, concierge programs and operations, customer experience initiatives, and service recovery while developing a culture of hospitality that exceeds guest expectations.
Working closely with Sales, Ticket Operations, Event Operations, Premium Services, Food & Beverage, Facilities, Security, Housekeeping, and other internal and external partners, this position leads the execution of luxury guest experiences before, during, and after events while ensuring personalized, proactive, and consistent service.
ESSENTIAL DUTIES AND RESPONSIBILITIESGuest Experience & Concierge Operations- Develop and execute customer experience strategies aligned with organizational brand and service standards.
- Lead concierge and luxury guest service operations before, during, and after race days and special events.
- Establish and maintain service excellence standards and memorable guest touchpoints that enhance satisfaction, loyalty, and repeat attendance.
- Oversee concierge services for luxury ticketholders and special guests, including accessibility accommodations, special celebrations, event information, supply needs, and ancillary guest recommendations.
- Develop concierge resources and operational procedures to support high-profile guests and events.
Customer Experience & Service Recovery- Manage guest concerns and service recovery with professionalism, urgency, and sound judgment.
- Monitor guest satisfaction metrics and analyze guest feedback to identify trends and opportunities for improvement.
- Develop action plans and initiatives that enhance the overall guest journey and continuously improve service delivery.
- Partner with internal and external stakeholders to develop and execute guest experience initiatives.
Leadership & Team Development- Recruit, train, coach, schedule, and supervise concierge and guest experience team members.
- Develop staffing plans for race day operations and special luxury events.
- Conduct performance evaluations and provide ongoing coaching and professional development.
- Foster a positive, inclusive, and service-oriented culture focused on delivering knowledgeable, personalized, and proactive service.
Cross-Functional & Operational Execution- Partner with Event Operations, Security, Premium Services, Ticketing, Housekeeping, Food & Beverage, Facilities, and other stakeholders to ensure operational excellence and a seamless luxury guest experience.
- Participate in event planning to identify guest service opportunities, operational needs, and appropriate service solutions.
- Manage high-level guest logistics, special accommodations, and hospitality experiences.
- Develop and maintain standard operating procedures for concierge services and guest experience operations.
- Monitor budgets, staffing levels, equipment, supplies, and other operational resources.
- Prepare reports on guest satisfaction, staffing, operational performance, and service metrics.
- Perform other duties as assigned.
REGULATORYAbility to obtain and maintain a Kentucky racing license and successfully complete all applicable background check requirements. Ensure compliance with Churchill Downs Racetrack policies, ADA requirements, and applicable safety protocols.
EDUCATION AND EXPERIENCE- Bachelor's degree in Hospitality Management, Business Administration, Event Management, Communications, or a related field preferred.
- 5-8+ years of progressive experience in guest services, hospitality, customer experience, premium services, or a related field.
- Experience in a sports, entertainment, convention center, arena, stadium, resort, or luxury hospitality environment preferred.
- Demonstrated experience leading large, event-based teams.
- Experience with premium hospitality, VIP services, and high-profile guest interactions preferred.
- Certified Guest Service Professional (CGSP) or similar hospitality certification preferred.
REQUIRED SKILLS AND ABILITIES- Strong hospitality leadership, customer experience, concierge operations, and team development skills.
- Strong conflict resolution, guest recovery, and problem-solving abilities.
- Excellent interpersonal, communication, organizational, and relationship management skills.
- Ability to remain composed, exercise sound judgment, and perform effectively in a fast-paced, high-profile event environment.
- Strong operational planning skills with the ability to manage multiple priorities and support large-scale event execution.
- Ability to analyze guest feedback and service metrics and translate findings into continuous improvement initiatives.
- Proficiency with Microsoft Office and guest service, CRM, or ticketing platforms.
- Knowledge of CRM platforms, ticketing systems, and customer satisfaction measurement tools preferred.
- Bilingual or multilingual communication skills are a plus.
PHYSICAL REQUIREMENTS & WORKING CONDITIONS- Ability to stand and walk for extended periods during events.
- Ability to navigate stairs and large venue spaces.
- Ability to occasionally lift or move items up to 25 pounds.
- Ability to work evenings, weekends, holidays, and extended hours based on event schedules.
- Ability to work indoors and outdoors in varying weather conditions.
- Ability to perform effectively in a fast-paced, high-profile event environment.
