Seasonal Guest Services Representative

Churchill Downs Incorporated•Louisville, KY

1d•Onsite

About The Position

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 . www.ChurchillDowns.com. JOB SUMMARYOur Guest Services Representatives bring energy, enthusiasm, and a genuine passion for elevating the guest experience at Churchill Downs. As welcoming ambassadors for the racetrack, they help shape the guest journey—from arrival to departure—ensuring visitors feel valued, supported, and excited to return. In this role, representatives enhance the guest experience by greeting visitors, answering questions, and providing friendly, proactive directions and assistance throughout the facility. They support seamless guest movement by offering directions, escorting guests as needed, operating elevators, serving as lobby attendants, and coordinating golf cart transfers. Their engagement adds meaningful touchpoints that positively influence each guest’s overall journey. Guest Services Representatives also act as a resource for fellow racetrack employees, helping with daily race and event information to support seamless operations. GENERAL 2026 LIVE RACING INFORMATION Derby Week – April 25 through May 2 Spring Meet – May 7 through June 28 September Meet – September 10 through 27 Fall Meet – October 25 through November 29 Approximately 25-35 hours per week Typically, the Guest Services Representatives commit to returning and working each of our Live Race Meets. Must be able to work on weekends and holidays, including on Thanksgiving Day. Days and hours will vary and are based on the racing schedule. Live race dates during the Spring Race Meet are Thursday through Sunday in May and Wednesday through Sunday in June.

Requirements

Prior interaction with the public and/or working knowledge of the horse racing industry preferred.
You must be able to work flexible hours, including weekends, evenings, and holidays.
Must be people-oriented, able to handle multiple tasks, detail oriented, organized, have excellent communication skills, be self-motivated and enthusiastic, and be a problem solver and collaborator.
High school diploma or general education degree (GED); or one to three months related experience and/or training.

Responsibilities

Consistently demonstrate a guest‑focused, professional, and enthusiastic attitude while resolving inquiries and assisting guests.
Serve in the Guest Services booth, as elevator operators, at designated touchpoints, at the entry gates or throughout the facility to proactively provide exceptional service.
Address and resolve guest questions or concerns, including issues related to parking, pricing, crowding, dress code, ticketing, table arrangements, and seating.
Educate guests on self‑service wagering machines, wagering products, and company‑supported mobile apps and other service-related tools.
Communicate special‑event details clearly and confidently; answer questions, gather guest feedback, and share recommendations to enhance future experiences.
Deliver courteous, sincere, and professional communication in all interactions, addressing guests by name whenever possible.
Respond promptly and efficiently to guest questions regarding wayfinding, issue resolution, and general racetrack services.
Coordinate paddock tours and assist with trophy presentations for select races.
Guide guests on basic betting procedures, new wagering options, promotions, on‑track amenities, and local attractions.
Assist groups with tickets, instructions, and special requests.
Operate a golf cart to shuttle guests between parking areas and entry gates when needed.
Uphold high standards of hospitality and ensure every guest receives exceptional service.
Perform extensive walking and remain active throughout the duration of scheduled shifts.
Perform other related duties, as assigned.