Guest services associate

The Guest Services Associate is the first line of Keeneland customer service and dedicated to the efficient servicing of all Keeneland patrons and other personnel. Associates may be assigned to various locations across the grounds including main entrances, dining rooms, elevators, escalators, paddock, grandstand and beyond.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Greet patrons, club members, trustees and other attendees during live racing or other events.
• Anticipate guests’ needs, respond promptly to patron and employee complaints in a professional, tactful manner.
• Monitor access to private areas such as the Clubhouse, corporate suites, dining rooms and other controlled locations.
• May be assigned additional duties such as paddock access, coat check, and elevator/ escalator.
• Provide information to patrons such as exits, restrooms, concession stands, programs, etc.
• Keep work area (elevator, stairwell, sidewalks, etc.) neat and presentable to the best of abilities.
• Actively contribute to the efforts of other guest services positions and departments when needed.
• Abide by company policies including no smoking, wagering or eating at workstation on company time; consistently maintain workplace professionalism in dress and appearance.
• Maintain a working knowledge of Keeneland’s history, services provided and most used areas.

Qualifications - External

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work in a sitting or standing position or enclosed space for long periods of time.
• Must be able to perform in various weather elements including heat, cold, humidity, rain or wind.
• Must be able and willing to relocate to other guest services positions on short notice.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with minimal supervision.
• Ability to satisfactorily communicate (speak, read, write) with patrons, co-workers and management to their understanding.
• Ability to effectively deal with external and internal customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger.
• Punctuality and regular, reliable attendance.

EDUCATION and/or EXPERIENCE

High school diploma or G.E.D. required. Experience working in a customer-service related capacity preferred.