Hiring: Senior Manager, Concierge & Luxury Experience Company: Churchill Downs Racetrack Location: Louisville, KY Job Posted Time: 2026-09-10 14:37:29 Employment Type: On-site Target Skills & Keywords : Accessibility, Microsoft Office, Spring About the job Experience: •5–8+ years of progressive experience in guest services, hospitality, customer experience, premium services, or a related field. •Demonstrated experience leading large, event-based teams. Required Skills: •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. •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. •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. Qualifications: •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. •Demonstrated capacity 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. •Demonstrated capacity 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. •Extended periods of sitting at a desk and working on a computer. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!