Guest Services Associate

Keeneland Association • Lexington, KY

5d

About The Position

The Guest Services Associate is the first point of customer service for Keeneland and helps ensure efficient service for patrons and other personnel. Associates may work at locations throughout the grounds, including entrances, dining rooms, elevators, escalators, the paddock, and the grandstand. The role involves welcoming guests, providing information, monitoring access to restricted areas, maintaining a presentable work area, and supporting other guest services positions and departments as needed. Associates are expected to follow company policies and maintain professional dress and conduct.

Requirements

• High school diploma or GED.
• Ability to work sitting or standing, or in an enclosed space, for extended periods.
• Ability to perform duties in varying weather conditions, including heat, cold, humidity, rain, and wind.
• Willingness and ability to relocate to other guest services positions on short notice.
• Ability to perform duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperation, and with minimal supervision.
• Ability to communicate satisfactorily by speaking, reading, and writing with patrons, coworkers, and management.
• Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger.
• Punctuality and regular, reliable attendance.

Nice To Haves

• Experience working in a customer-service-related capacity.

Responsibilities

• Greet patrons, club members, trustees, and other attendees during live racing and other events.
• Anticipate guests’ needs and respond promptly and professionally to complaints from patrons and employees.
• Monitor access to private or controlled areas, including the Clubhouse, corporate suites, and dining rooms.
• Perform additional assigned duties, such as managing paddock access, coat check, and elevators or escalators.
• Provide patrons with information about exits, restrooms, concession stands, programs, and other facilities or services.
• Keep assigned work areas, such as elevators, stairwells, and sidewalks, neat and presentable.
• Support other guest services positions and departments when needed.
• Follow company policies, including restrictions on smoking, wagering, and eating at the workstation during company time.
• Maintain professional workplace dress and appearance.
• Maintain working knowledge of Keeneland’s history, services, and commonly used areas.

What This Job Offers

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