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Sales & Marketing: Client Relations/Customer Service
VIP Services Host - (Lexington, KY)

Summary of Responsibilities

The VIP Host services the biggest bettors in the TSC Elite loyalty program. Maintain and provide exceptional customer service during all interactions with all Guests. Satisfy guests, seek their feedback and proactively offer additional information and services to them as applicable. Outbound calls are key to this effort.

Essential Functions, Duties, and Responsibilities

  • Extensive customer service interaction with all Guests, including developing relationships to determine their needs and communicate their input.
  • Is able to participate in and organize VIP events and interact face-to-face with our highest level of customers.
  • Provides quality service, professionalism, friendliness and a genuine enthusiasm.
  • Evaluates and extends service based on players worth levels and profitability. • Interacts effectively with all departments.
  • Initiates a conversation with the guest and proactively offers additional information/services without waiting for the guest to ask.
  • Maintains a pleasant and professional demeanor throughout the interaction.
  • Reacts to positive and negative feedback on guest satisfaction.
  • Asks guest about the quality of service they have experienced so far and resolves matter if unsatisfied.
  • Executes proper telephone etiquette.
  • Is able to communicate benefits.
  • Performs related duties as assigned.
  • Enters data and maintains database of existing customers or potential customers
  • Takes proper care that outbound calls do not disturb, annoy, or offend people enrolled in do-not-call lists.
  • Reliable attendance and dependability in meeting commitments and deadlines are essential functions of this position.
  • Must be available and willing to work flexible schedules, when needed.
  • Proficient PC skills.
  • Ability to work independently and as part of a team.

Key Qualifications

  • Good keyboard skills and impressive telephone etiquette.
  • Able to react effectively and calmly in emergencies.
  • Able to maintain customer confidentiality.
  • Extensive product knowledge – advanced understanding of pari-mutuel wagering.
  • Strong communication, written skills, and interpersonal skills.
  • Comfortable with fast paced schedule driven development.


Associate’s Degree or equivalent from two-year college or technical school; or two to three years of related customer service experience and/or training; or equivalent combination of education and experience.

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Apply for Future Notification Only: Future Notification
Future Notification Only - Churchill Downs Incorporated and its Entities (Various Locations, US)

By creating a profile here, you are not considered an applicant for any job. Rather, you can be notified of positions within Churchill Downs Incorporated (including Churchill Downs Incorporated, Churchill Downs Race Track, Calder Race Course, Arlington Park, Fair Grounds Race Course & Slots and Bloodstock Research). You will be notified as jobs are posted matching the notification buttons you selected on this application form.

If you wish to update your information, go to "edit your information" at the top of this page, put in your email address and the password you used to create your profile.

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