Luxury Concierge & Guest Experience Lead

Churchill Downs Incorporated; Louisville (KY); On-site; USD 95,000 - 140,000; Full time

Job summary

Churchill Downs Incorporated in Louisville, KY, is seeking a Senior Manager, Concierge & Luxury Customer Experience to lead luxury guest services across Churchill Downs Racetrack and Kentucky Derby events. You will build concierge programs, drive proactive service, and elevate guest journeys before, during, and after high-profile race days.

The role requires strong hospitality leadership, 5-8+ years in premium services, and a track record of managing large event teams.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, Event Management, or related field.
• 5-8+ years of progressive guest services, premium services, or related experience.
• Experience in sports or luxury hospitality environments preferred.
• Demonstrated leadership of large, event-based teams.
• CGSP or similar hospitality certification preferred.

Responsibilities

• Lead luxury guest services and concierge operations for events before, during, and after race days.
• Develop service standards and memorable guest touchpoints to drive satisfaction.
• Oversee concierge services for luxury ticketholders, including accessibility and special requests.
• Collaborate with internal partners to ensure seamless, proactive service delivery.
• Monitor metrics, manage staffing, and drive continuous improvement initiatives.

Skills

Hospitality leadership

Guest experience

Team development

Communication skills

Event operations

Education

Bachelor's degree in Hospitality Management or related field

Tools

CRM platforms

Ticketing systems

Microsoft Office

Job description

Churchill Downs Incorporated in Louisville, KY, is seeking a Senior Manager, Concierge & Luxury Customer Experience to lead luxury guest services across Churchill Downs Racetrack and Kentucky Derby events. You will build concierge programs, drive proactive service, and elevate guest journeys before, during, and after high-profile race days.

The role requires strong hospitality leadership, 5-8+ years in premium services, and a track record of managing large event teams.