Experience Manager, Luxury Dining

Requisition
5303
-Posted
10/14/2026

- Churchill Downs Racetrack LLC

- Derby Ticketing

- CDRT

- KY Churchill Corporate

Churchill Downs Racetrack (“CDRT”), the world’s most legendary racetrack, has been the home of The Kentucky Derby, the longest continually held annual sporting event in the United States, since 1875. Located in Louisville, CDRT features a series of themed race days during Derby Week, including the Kentucky Oaks, and conducts Thoroughbred horse racing during three race meets in the Spring, September and Fall.

CDRT is located on 175 acres and has a one-mile dirt track, a 7/8-mile turf track, a stabling area, and provides seating for approximately 60,000 guests. The stable area has barns sufficient to accommodate 1,400 horses and a 114-room dormitory for backstretch personnel. CDRT also has a year-round simulcast wagering facility .

The Experience Manager, Luxury Dining supports the Churchill Downs Racetrack Luxury Sales & Services Department in leading and executing customer experience and customer service strategies for luxury dining ticket holders and guests. This position oversees race day luxury dining operations and develops and implements programs, initiatives, and activities designed to increase customer satisfaction and drive customer engagement and retention.

Luxury Dining Guest Experience

• Lead overall efforts to serve and engage luxury dining ticket holders and their guests.
• Collaborate with the Senior Manager, Concierge & Luxury Experience and Luxury Seating Sales & Services Manager to administer and optimize a holistic luxury dining customer journey, encompassing customer interactions from initial awareness through post-purchase engagement and beyond.
• Collaborate with the Luxury Seating Sales & Services Manager and utilize CRM details to identify unique client hospitality needs and create exceptional race day customer service experiences.
• Support the Luxury Seating Sales & Services Manager in designing and executing key touchpoints and communication campaigns to inform guests of relevant aspects of their race day experience.
• Organize production and manage fulfillment of customer deliverables to ensure luxury dining ticket holders are prepared to attend live race days.
• Represent Churchill Downs and the Kentucky Derby during event preparation, site surveys, client events, and race events, providing excellent customer service at all times.
• Develop strategies, programs, and initiatives to stimulate luxury dining engagement as a means of customer retention.

Race Day & Event Operations

• Oversee onsite preparation and race day services for luxury dining guests, with a focus on meeting and exceeding guest satisfaction expectations.
• Act as the primary point of contact for luxury dining operations on event race days, including site visits to assess dining venue readiness, daily customer reports, pre- and post-shift collaboration with service partners, and event day management.
• Collaborate with the Sales & Ticketing Strategy team, department staff, and key service stakeholders to establish detailed, actionable event operating procedures that support exceptional and consistent luxury dining events and guest services.
• Be present during operating hours and events to manage service staff training, day-of luxury dining operations, and race day experiences.
• Troubleshoot issues as they arise and determine appropriate resolutions.
• Provide service training, as applicable, to staff and team members.
• Serve as liaison among internal and external stakeholders, vendors, and partners to ensure services are cohesive and logistics and event day execution are well coordinated and on track.
• Oversee…