Senior Manager, Global Hospitality & Experiences

Churchill Downs Incorporated•Louisville, KY

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 SUMMARYThe Senior Manager, Global Hospitality & Experiences is responsible for the end-to-end procurement, planning, fulfillment, and service delivery of onsite and destination-based amenities for the Kentucky Derby and Churchill Downs. This role oversees the sourcing, contracting, and execution of premium (both domestic and international) guest experiences including hotels, ground transportation, dining reservations, horse farm tours, bourbon tours, and other curated local attractions. In addition to leading high-touch hospitality offerings, this role owns broader service-related operations that support the full customer base, ensuring consistent, high-quality service delivery across all guest segments. The Senior Manager serves as the operational owner of the premium guest experience supply chain, balancing premium service standards, scalability, fiscal discipline, and operational excellence. This role (or their delegate) will serve as the primary point of contact for VIP guests upon their arrival at Churchill Downs. The ideal candidate should possess the ability to anticipate, respond to, and consistently meet or exceed the needs of visiting guests.

Requirements

Operational leadership and execution excellence
Customer-centric service design
Vendor and stakeholder management
Financial discipline and planning
Problem-solving and escalation management
Clear communication and team leadership
5-8+ years of experience in hospitality operations, event management, guest services, or experiential operations
Proven experience managing large-scale events with both premium and general audience components
Strong negotiation, vendor management, and contract oversight experience
Demonstrated budget ownership and financial acumen
Ability to lead under pressure in fast-paced, live-event environments

Nice To Haves

Experience in integrating service operations with customer support or CRM functions preferred

Responsibilities

Develop and execute the hospitality and guest services strategy aligned with event objectives, brand standards, and customer expectations across all segments
Establish scalable VIP service frameworks that deliver a complete, A-to-Z experience for premium guests
Design scalable service models that support premium guest experiences
Partner with sponsorship, marketing, and operations teams to align hospitality and service offerings with sales, ticketing, and sponsorship commitments
Source, evaluate, and negotiate contracts with hotels, transportation providers, restaurants, tour operators, attractions, and service vendors
Own supplier relationships, pricing structures, service level agreements, and capacity planning
Ensure vendors meet defined service, operational, and brand standards for all customer tiers
Oversee end-to-end fulfillment of hospitality amenities and guest services before, during, and after the event
Lead on-site execution, escalation management, and real-time issue resolution impacting guest experience
Develop contingency and staffing plans to mitigate operational risks and service disruptions
Provide operational leadership for general service functions supporting the full customer base, including guest assistance, service desks, and experience coordination
Partner with customer service, CRM, and call center teams to ensure alignment between pre-event communications and on-site service delivery
Establish service workflows, escalation paths, and resolution standards for guest inquiries and issues
Use guest feedback, service data, and post-event insights to improve service processes and reduce friction
Own the hospitality and guest services budget including forecasting, cost controls, and reconciliation
Balance premium experience delivery with scalable, cost-effective service solutions
Identify opportunities for operational efficiencies and vendor optimization
Define and maintain service standards across hospitality offerings and premium guest services
Monitor performance through guest feedback, service metrics, incident tracking, and vendor reporting
Drive continuous improvement initiatives to enhance satisfaction across all customer segments
Lead, develop, and support internal hospitality and guest services teams along with external partners
Collaborate closely with sales, marketing, operations, legal, finance, and customer service teams as well as the corporate office leadership team
Serve as a key operational liaison for senior leadership, internal stakeholders, and external partners