Front Desk Attendant

Kentucky Derby Museum • Louisville, KY

5d • Onsite

About The Position

The Kentucky Derby Museum is a 501(c)(3) non-profit charitable organization located at Churchill Downs Racetrack. It is a major regional attraction that celebrates the history and tradition of the Kentucky Derby, welcoming over 258,000 visitors annually, many from outside Kentucky. The Front Desk Attendant's primary role is to welcome visitors, partners, and vendors, answer questions, process admissions, and upsell museum tours. This position also involves maintaining the front desk and lobby areas, managing cash registers, and adhering to cash handling procedures. The role reports to the Visitor Services Manager and has no direct supervisory responsibilities.

Requirements

• High school 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.
• Racetrack license, paid for by the museum.

Nice To Haves

• 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.
• 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.

Responsibilities

• Welcome visitors, partners, and vendors.
• Answer guest questions and concerns.
• Collect and process admission fees using the Museum’s ticketing POS system.
• Upsell Museum specialty tours.
• Assist in maintaining the Front Desk and Lobby areas.
• Open and close front desk registers.
• Follow outlined cash handling procedures.
• Maintain records in accordance with operational guidelines.
• Model and uphold KDM “Winning Service” standards and behaviors.
• Process visitor orders over the phone and at the front desk.
• Provide visitors and callers with general information about the Museum.
• Assist team members with gathering guests for tours and programming.
• Make daily announcements over the museum PA system.
• Utilize the point-of-sale system and other technology platforms.
• Stay up-to-date on Museum exhibits, events, tours, and programs.
• Utilize cross-selling and upselling techniques to increase sales revenue.
• Answer the Museum’s main telephone line and direct callers.
• Answer inquiries from guests regarding local attractions, restaurants, transportation, and entertainment.
• Perform front desk maintenance, opening, and closing duties.
• Keep current on the operation of the company’s computer systems, telephone system, and other visitor services technology.
• Make decisions regarding customer service interactions and ticket processing.
• Assist with evening events as needed.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED