Guest Services Associate

Keeneland Association Inc • Lexington, KY

9d

About The Position

The Guest Services Associate is the first line of Keeneland customer service and supports the efficient servicing of patrons and other personnel. Associates may be assigned to locations throughout the grounds, including main entrances, dining rooms, elevators, escalators, the paddock, and the grandstand. The role involves greeting attendees, responding to needs and complaints, monitoring access to controlled areas, providing information, maintaining presentable work areas, and supporting other guest services positions and departments as needed.

Requirements

• High school diploma or GED.
• Ability to work sitting or standing, or in an enclosed space, for long periods.
• Ability to perform duties in varying weather conditions, including heat, cold, humidity, rain, and wind.
• Ability and willingness to relocate to other guest services positions on short notice.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperation, with minimal supervision.
• Ability to communicate satisfactorily by speaking, reading, and writing with patrons, coworkers, and management.
• Ability to effectively serve 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 patron and employee complaints.
• Monitor access to private or controlled areas, including the Clubhouse, corporate suites, and dining rooms.
• Perform additional assigned duties such as paddock access, coat check, and elevator or escalator service.
• Provide patrons with information about exits, restrooms, concession stands, programs, and other locations or services.
• Keep the work area, 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 on company time, and maintain professional dress and appearance.
• Maintain working knowledge of Keeneland’s history, services, and commonly used areas.

What This Job Offers

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