Visitor Experience Lead chez Kentucky Derby Museum

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 provide exemplary guest interactions throughout the entire visitor experience during the Museum operating hours and after-hour rental events. This includes conducting guided tours of Churchill Downs and Churchill Downs Backside, greeting visitors, providing gallery talks within exhibit areas, and facilitating Kentucky Derby Museum programming. 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 tour operations. The Visitor Experience Lead will report to the Visitor Services Manager. This position has no direct supervisory responsibilities, but will assist Visitor Services Management with supervising Visitor Experience Guides. 

 Essential Functions/Accountabilities:  

•  Models and upholds KDM “Winning Service” standards and behaviors during interactions with Museum staff and guests. 
•  Communicates with the Visitor Services leadership team regarding tour operations, scheduling, and personnel updates. 
•  Learns and conducts all guided tours of Churchill Downs, including leading specialty groups and VIP guests. 
•  Stays up-to-date on Museum exhibits, events, and programs.  
•  Possesses the knowledge of and the eagerness to learn about the Kentucky Derby and Thoroughbred Racing history.  
•  Leads and assists in training new staff on tour content, routes, and best practices. 
•  Collaborates in creating new tour scripts and revising existing programming as necessary. 
•  Maintains the cleanliness, safety, and a professional appearance of the Lobby, Exhibits, and Tour Areas. 
•  Provides clear communication of pertinent information and expectations to Visitor Services Staff to ensure excellent customer assistance and hospitality. 
•  Learns and serves as an Emcee and/or Teller for all Race Activity programming. 
•  Assists school groups during tours and visits, providing support and engagement within exhibits. 
•  Maintains and ensures proper upkeep of tour vehicles, including golf carts and electric shuttles, and records maintenance issues as needed 
•  Works with the Events and Group Sales Team to ensure the smooth execution of Motorcoach Tour group visits and special events.  
•  Communicates important information and expectations to Visitor Experience Guides to ensure excellent customer assistance and service for Museum visitors. 
•  Utilizes technology platforms used by the Museum efficiently, including Microsoft Office. 
•  Ensures the accuracy of daily schedules, including staff break and meal times, and creates schedules as necessary.  
•  Supports the evaluation of programs, tours, and Visitor Experience Guides in partnership with the Visitor Services Leadership Team. 
•  Maintains accurate records of program and Guide evaluation, both written and digital. 
•  Participates in evening events and conducts After-Hours Tours. 
•  Supports programming activities, including, but not limited to “Lucky Shoes,” “Hatitude,” and “Mint Julep University.” 
•  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 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. 
•  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.

· 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 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 possess a valid driver’s license.

· 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 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 – 10:00 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, multiple times, daily.

While performing the duties of this job, the employee is regularly exposed to outside weather conditions. The employee is exposed to heat and cold along with wet and/or humid conditions. The noise level in the work environment is usually moderate.