Senior Manager, Concierge & Luxury Experience

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 SUMMARY

The Senior Manager, Concierge & Luxury Customer Experience is responsible for creating and delivering exceptional guest experiences across Churchill Downs Racetrack and Kentucky Derby race day events and operations within luxury venues. This leadership role oversees luxury guest services, concierge programs and operations, customer experience initiatives, and service recovery while developing a culture of hospitality that exceeds guest expectations.

Working closely with Sales, Ticket Operations, Event Operations, Premium Services, Food & Beverage, Facilities, Security, Housekeeping, and other internal and external partners, this position leads the execution of luxury guest experiences before, during, and after events while ensuring personalized, proactive, and consistent service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Experience & Concierge Operations

• Develop and execute customer experience strategies aligned with organizational brand and service standards.
• Lead concierge and luxury guest service operations before, during, and after race days and special events.
• Establish and maintain service excellence standards and memorable guest touchpoints that enhance satisfaction, loyalty, and repeat attendance.
• Oversee concierge services for luxury ticketholders and special guests, including accessibility accommodations, special celebrations, event information, supply needs, and ancillary guest recommendations.
• Develop concierge resources and operational procedures to support high-profile guests and events.

Customer Experience & Service Recovery

• Manage guest concerns and service recovery with professionalism, urgency, and sound judgment.
• Monitor guest satisfaction metrics and analyze guest feedback to identify trends and opportunities for improvement.
• Develop action plans and initiatives that enhance the overall guest journey and continuously improve service delivery.
• Partner with internal and external stakeholders to develop and execute guest experience initiatives.

Leadership & Team Development

• Recruit, train, coach, schedule, and supervise concierge and guest experience team members.
• Develop staffing plans for race day operations and special luxury events.
• Conduct performance evaluations and provide ongoing coaching and professional development.
• Foster a positive, inclusive, and service-oriented culture focused on delivering knowledgeable, personalized, and proactive service.

Cross-Functional & Operational Execution

• Partner with Event Operations, Security, Premium Services, Ticketing, Housekeeping, Food & Beverage, Facilities, and other stakeholders to ensure operational excellence and a seamless luxury guest experience.
• Participate in event planning to identify guest service opportunities, operational needs, and appropriate service solutions.
• Manage high-level guest logistics, special accommodations, and hospitality experiences.
• Develop and maintain standard operating procedures for concierge services and guest experience operations.
• Monitor budgets, staffing levels, equipment, supplies, and other operational resources.
• Prepare reports on guest satisfaction, staffing, operational performance, and service metrics.
• Perform other duties as assigned.

REGULATORY

Ability to obtain and maintain a Kentucky racing license and successfully complete all applicable background check requirements.

EDUCATION AND EXPERIENCE

• Bachelor's degree in Hospitality Management, Business Administration, Event Management, Communications, or a related field preferred.
• 5-8+ years of progressive experience in guest services, hospitality, customer experience, premium services, or a related field.
• Experience in a sports, entertainment, convention center, arena, stadium, resort, or luxury hospitality environment preferred.
• Demonstrated experience leading large, event-based teams.
• Experience with premium hospitality, VIP services, and high-profile guest interactions preferred.
• Certified Guest Service Professional (CGSP) or similar hospitality certification preferred.

REQUIRED SKILLS AND ABILITIES

• Strong hospitality leadership, customer experience, concierge operations, and team development skills.
• Strong conflict resolution, guest recovery, and problem-solving abilities.
• Excellent interpersonal, communication, organizational, and relationship management skills.
• Ability to remain composed, exercise sound judgment, and perform effectively in a fast-paced, high-profile event environment.
• Strong operational planning skills with the ability to manage multiple priorities and support large-scale event execution.
• Ability to analyze guest feedback and service metrics and translate findings into continuous improvement initiatives.
• Proficiency with Microsoft Office and guest service, CRM, or ticketing platforms.
• Knowledge of CRM platforms, ticketing systems, and customer satisfaction measurement tools preferred.
• Bilingual or multilingual communication skills are a plus.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• Extended periods of sitting at a desk and working on a computer.
• Regular use of a keyboard and mouse for typing and navigating software.
• Viewing a computer screen for prolonged periods.
• Ability to manipulate paperwork, including filing, sorting, and organizing.
• Moving within the office environment to attend meetings, use office equipment, or interact with colleagues.
• Occasional lifting of office supplies or paperwork (up to 20 pounds).
• Speaking and listening to colleagues and clients in person, over the phone, or via video conferencing.
• Working in a climate-controlled office environment with moderate noise levels.
• Performing repetitive tasks such as data entry or document preparation.
• Working under artificial lighting conditions typical of an office environment, which may include fluorescent or LED lighting.
• Role is onsite five days a week at the Louisville, KY Corporate Office and/or Churchill Downs Racetrack.
• Evening, weekend, and holiday work may be required during racing meets, Derby season, and other special events.

This work is performed primarily in a business office setting within a sports and entertainment facility. Events often take place outside of traditional business hours, on weekends, and on holidays. Some areas of the facility may be noisy and subject to changing weather conditions. Churchill Downs Racetrack spans 175 acres and more than 1.5 million square feet under roof with additional entertainment facilities not protected from weather conditions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of the position. As the nature of business demands change so, too, may the essential functions of this position.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Work With Us

Churchill Downs Incorporated is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We're always learning, evolving and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.

Already Work Here?

Here's a link to apply internally:

Employee Login