Front Desk Lead at Kentucky Derby Museum

Louisville, Kentucky, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Feb, 26

Salary

0.0

Posted On

05 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Organizational Skills, Cash Handling, Communication, Problem Solving, Team Collaboration, Time Management, Attention to Detail, Knowledge of Kentucky Derby, Training and Development, Event Coordination, Technology Proficiency, Safety Procedures, Guest Engagement, Administrative Duties, Multitasking

Industry

Museums;Historical Sites;and Zoos

Description

Description Kentucky Derby Museum is a 501(c)(3) non-profit charitable organization that sits on the front steps of historic Churchill Downs Racetrack. It is one of the premiere attractions in the Louisville region, celebrating the tradition, history, hospitality and pride of the world-renowned event that is the Kentucky Derby. The Museum welcomes over 258,000 visitors annually; a large percentage of those visitors come from outside of Kentucky, journeying from across the country and the world. Primary Purpose: The primary purpose for this position is to welcome visitors, partners and vendors; answer all guest questions and concerns; collect and ring-in appropriate individual and group admission fees; and upsell Museum specialty tours to visitors at the Front Desk. This position will also assist in maintaining the Front Desk and Lobby areas, lead the opening and closing of front desk registers, follow outlined cash handling procedures, and maintain records in accordance with operational guidelines. This position will assist Visitor Services Management Team with training and modeling best practices for the front-line team and supporting administrative tasks related to Front Desk and Ticket Sales. The Front Desk Lead will report to Visitor Services Manager. This position has no direct supervisory responsibilities, but will assist Visitor Services Management with supervising Front Desk Attendants. Essential Functions/Accountabilities: Models and upholds KDM “Winning Service” standards and behaviors during interactions with Museum staff and guests. Collaborates with the Visitor Services Leadership Team to communicate front desk operations, scheduling, and personnel updates. Stays up-to-date on Museum exhibits, events, and programs. Knowledgeable of each Team Member and their role. Knowledgeable of the KDM Tour catalog and schedules. Demonstrates enthusiasm and a willingness to learn about Kentucky Derby and Thoroughbred Racing history. Follows and enforces all Museum policies and procedures. Oversees the opening and closing of the front desk. Develops staff knowledge and skills through training and positive reinforcement, focusing particularly on front desk operations, opening and closing procedures, cash handling, and customer service. Answers inquiries from guests regarding local attractions, restaurants, transportation, entertainment, etc. Responsible for all front desk administrative duties, including managing reservations, schedules, and internal meetings. Learns and adheres to all procedures related to opening and closing registers, cash handling, and reporting within the Museum’s Point-of-Sale System. Maintains accurate records, both written and digital, in regards to guest phone calls, lost and found items, front desk supply inventory, daily sales and attendance, etc. Communicates important information and expectations to front desk staff to ensure excellent customer assistance and service for Museum visitors. Ensures the front desk and lobby areas are clean, safe, and professionally maintained. Verifies the accuracy of daily schedules, including staff breaks and meal times. Maintains accurate records, both written and digital, in regards to guest phone calls, lost and found items, front desk supply inventory, daily sales and attendance, etc. Serves as the front desk expert on the Point-of-Sale System and other technology platforms utilized by the Museum. Performs routine maintenance tasks at the front desk. Makes real-time decisions related to customer service, event operations, and staffing in a dynamic environment. Assists with evening events as required. Makes customer service decisions such as handling ticket exchanges and refunds; act as Manager on Duty in the absence of Visitor Services Management. Works with the Events, Group Sales, and Education Teams to ensure smooth execution of Motorcoach Tours, group visits, and special events. All other duties as assigned. While every effort has been made to make this description of the essential functions as complete as possible, it in no way states or implies that this is an exhaustive listing of the only duties you will be required to perform. The omission of specific statements of functions or responsibilities does not exclude them from the position if the work is similar, related, or is a logical assignment to the position. Requirements Expected Behaviors: As a Kentucky Derby Museum employee, upholds our mission statement; whenever possible, Engage, Educate, and Excite everyone about the extraordinary experience that is the Kentucky Derby. Demonstrates strong organizational skills by managing reservations, schedules, and guest information with accuracy. Demonstrates exceptional customer service by building rapport with customers through engaging questions and attentive listening to their needs and feedback. Consistently adheres to our Service Standards, including Safety, Courtesy, Appearance, Knowledge, and Efficiency. Follows all safety and security procedures as outlined in the KDM safety manual. Upholds safety and security protocols, including monitoring guest access and reporting suspicious activities. Abides by all Museum policies contained within the KDM Personnel Manual, including the dress code. Handles check-in and check-out processes efficiently and accurately, ensuring proper documentation and payment procedures. Demonstrates strong organizational skills by managing reservations, schedules, and guest information with accuracy. Displays enthusiasm and a genuine passion for educating and engaging guests with Derby knowledge, creating an exciting and memorable experience. Shows initiative in identifying opportunities to enhance guest experience and improve service quality. Handles guest concerns or complaints with patience, empathy, and problem-solving skills, escalating issues when necessary. Minimum Qualifications: · Highschool diploma or equivalent. · Must be able to sufficiently pass a criminal background check. · Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. · Able to write routine reports and correspondence. · Able to speak effectively before groups of customers or employees of organizations. · Able to calculate figures and amounts such as applicable discounts and total charges and change due. · Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. · Able to deal with problems involving many variables in varied situations. · Must have access to reliable transportation to and from work. · Knowledge of Microsoft Office Suite, including Outlook. Certificate, Licenses, Registrations: Racetrack license, paid for by the museum. Work Schedule: · All team members are required to work additional hours during Derby season. This includes but is not limited to working shifts on Thurby, Oaks, Derby, and the Sunday of Derby weekend. All team members are also required to work the week of the National FFA conference and Breeder’s Cup (when held in Louisville). · This position is available on a Part-Time basis, but must be available to work weekend shifts. · The work schedule will vary based on seasonality and programs offered. However, shifts will generally fall within the following hours: o Monday-Saturday: 6:45AM - 5:30PM o Sunday: 10:30AM – 5:30PM Working 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. While performing the duties of this job, the employee is regularly required to stand; use hands and finger to handle, or feel and reach with hands and arms. The employee is frequently required to walk; sit and talk or hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. All indoor spaces are air-conditioned, although some job duties may take place outside or in another non-climate-controlled space. While performing the duties of this job, the employee is regularly exposed to a crowded work area. To perform this job successfully, an individual must be able to navigate a crowded area and handle a challenging workload.

Responsibilities

The Front Desk Lead is responsible for welcoming visitors, answering inquiries, and managing front desk operations. This role includes training staff, maintaining records, and ensuring excellent customer service.