Visitor Services Assistant Manager 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

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Public Speaking, Team Leadership, Tour Operations, Communication, Problem Solving, Time Management, Training, Event Coordination, Knowledge of Kentucky Derby, Bourbon Programming, Safety Procedures, Inventory Management, Operational Support, Enthusiasm for Racing, Interpersonal Skills

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 assist in overseeing both the Visitor Experience and Front Desk divisions of the Visitor Services Team. This position will work with the Visitor Experience and Front Desk Lead on training front line staff. This position will also lead on both operational and administrative duties for the Visitor Services Team. Will serve as point person for Bourbon programming offered to Museum visitors (non-event). While supervisory responsibilities are limited, this position provides guidance to staff and operational support on a regular basis, including acting as Manager on Duty during shifts when the Visitor Services Manager is not directly managing operations. Essential Functions/Accountabilities: Models and upholds KDM “Winning Service” standards and behaviors during interactions with Museum staff and guests. Communicates effectively with the Visitor Services leadership team regarding operations, scheduling, and personnel updates. Operates the point-of-sale system and other Museum technologies; trains Visitor Services team members in collaboration with Visitor Services Manager to ensure operational consistency and high-quality service. Learns and conducts all tours of Churchill Downs. Demonstrates enthusiasm and a strong interest in Kentucky Derby and Thoroughbred Racing history; actively seek to expand knowledge in these areas. Stays up to date on Museum exhibits, events, and programs Collaborates with Visitor Experience Leads and Visitor Experience Guides to develop new tour scripts and update existing programming as needed. Works collaboratively with Guest Experience Leads and Guest Experience Guides to train new staff on tour content and routes. Manages and maintains the inventory of supplies for the Front Desk and tours. Communicates relevant information and sets clear expectations for Visitor Services Staff to ensure exceptional customer service and hospitality. Maintains the cleanliness, safety, and professionalism of the Front Desk, lobby, exhibits, and tour areas. Leads the Front Desk team in welcoming visitors, processing admissions, and handling phone inquiries. Oversees opening and closing procedures for the front desk to ensure accuracy and consistency. Works with the Events and Group Sales Team to ensure the smooth execution of Motorcoach Tour group visits and special events. Maintains internal memberships within the museum’s ticketing and membership system. Serves as a member of the Visitor Services Leadership Team. Ensures the accuracy of daily schedules, including staff breaks and meal times. Supports program, tour, and staff evaluations in collaboration with the Visitor Services Leadership Team. Assists the Visitor Services Manager with the hiring process, including phone screening, in-person interviews, on-boarding, and ongoing training. Assists the Visitor Services Manager with the scheduling of team members, and managing the schedule to ensure adequate coverage and operational efficiency. Works evening events and conducts After-Hours Tours. All other duties as assigned. Passion for bourbon with basic knowledge of bourbon-related programming and experience in tour operations, seeking to leverage industry passion in a dynamic role. 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 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. Abides by all Museum policies contained within the KDM Personnel Manual including the dress code, and actively stays up-to-date on procedures and best practices Shows the ability to work independently, efficiently transitioning between tasks such as guided tours, programming, and guest interactions. Demonstrates dependability by arriving on time and being prepared for scheduled duties. Is outgoing and proactive in approaching guests, when necessary, with strong public speaking and communication skills. 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. Uses positive reinforcement and encourages guest participation to foster an interactive environment. Minimum Qualifications: · Highschool diploma or equivalent, Bachelor’s Degree preferred. · Minimum of two (2) years attraction or hospitality experience, one (1) year experience in a leadership role, and five (5) years customer service experience. · Must be able to sufficiently pass a criminal background check. · Must have a valid driver’s license. · Must have access to reliable transportation. · Ability to meet the schedule requirements. · Ability to work independent of direct supervision. · Ability to memorize and recite facts clearly and accurately. · Fluent in English; bilingual a plus. · Exceptional verbal communication and interpersonal skills. · Basic computer skills, including email and word processing. · Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Work Schedule: · This position is available on a Full-Time basis, approximately 40 hours per week and must be available to work weekend shifts and some evenings. · 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). · The work schedule will vary based on seasonality and tours offered. However, shifts will generally fall within the following hours: o Monday-Saturday: 6:30AM - 5:30PM o Sunday: 10:30AM – 5:30PM o 5:30PM – 10 PM as needed, based on special events scheduled 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. Able to conduct 1--2 hour walking tours and/or 1 hour driving tours of Churchill Downs. All indoor spaces are air-conditioned, although the employee is regularly exposed to outside weather conditions. he employee is exposed to heat and cold along with wet and/or humid conditions. The noise level in the work environment is usually moderate. 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 Visitor Services Assistant Manager assists in overseeing the Visitor Experience and Front Desk divisions, providing guidance and operational support to staff. This role includes training, managing inventory, and ensuring exceptional customer service during visitor interactions.