Premium Experience Specialist

Title: Premium Experience Specialist

Employee Status: Regular Full Time

Work From Home Option: Not Applicable

FLSA Status: Exempt

Job Overview:

NYRA is seeking a detail-oriented hospitality professional to join the Premium Experience department as a Premium Experience Specialist. This role provides critical operational support to the Premium Experience Senior Manager while serving as a hands-on contributor to delivering elevated, seamless experiences for VIP and premium guests at Saratoga Racecourse and Belmont Park.

The ideal candidate is a self-motivated hospitality professional who thrives on execution, coordination, and operational excellence. You will support the implementation of premium service programs, coordinate guest needs, maintain client data and communications, and ensure NYRA's service standards are consistently delivered across both venues. Responsibilities include managing day-to-day premium operations, tracking and escalating service issues, and serving as a key touchpoint for premium guests throughout their experience.

This role requires strong organizational skills, exceptional attention to detail, professional communication abilities, and a genuine commitment to creating memorable VIP experiences in the fast-paced environment of premier thoroughbred racing.

Essential Functions:

• Train and onboard new Premium Experience team members on service protocols, operational procedures, and NYRA's hospitality standards.
• Collect and analyze guest feedback to identify service trends, gaps, and opportunities for enhancing the premium experience.
• Monitor and evaluate guest feedback regarding food and beverage service quality, presentation, and offerings to support continuous improvements.
• Supervise premium lobby check-in operations, coordinating guest arrivals and optimizing flow to minimize wait times and maximize service quality.
• Supervise premium restaurant Lead Hosts and Hosts, ensuring adherence to service standards and seamless dining room operations.
• Resolve premium guest concerns promptly and escalate complex issues to senior leadership as needed to ensure satisfaction.
• Manage premium guest special requests and personalized preferences, coordinating with operations, F&B, and facilities teams for flawless execution.
• Develop and distribute Know-Before-You-Go communications and premium guest correspondence to ensure guests are informed and prepared for their experience.
• Partners with internal departments to coordinate hospitality services, ensuring alignment with organizational goals.
• Update and manage member and client profiles with detailed preference data (allergies, likes/dislikes, birthdays, family information) to deliver tailored experiences.
• Delegate tasks to Premium Experience support staff and provide guidance on execution to ensure accurate, timely, and high-quality deliverables.
• Utilizes experience and a comprehensive understanding of area processes and tools to contribute to more difficult components of projects, initiatives, or processes.

Qualifications:

• Education: Bachelor's degree in Hospitality Management, Event Management, or a related field preferred; equivalent experience considered.
• Experience: 2-3 years of experience in event coordination, catering operations, or hospitality management, preferably in a venue, resort, or large-scale environment.
• Strong client service and communication skills with the ability to manage multiple clients and events simultaneously.
• Exceptional attention to detail and organizational skills, with the ability to maintain accurate documentation and meet deadlines in a fast-paced environment.
• Proficiency with event management software and/or food & beverage ordering systems; ability to learn new digital tools quickly.

Preferred Skills:

• Multi-tasking and priority management in fast-paced environments

• Calendar and schedule coordination

• Exceptional customer service and guest relations

• VIP/luxury hospitality experience

• Event coordination and execution

• Professional written and verbal communication

• Active listening and needs assessment

• Cross-functional collaboration (sales, operations, facilities, F&B)
• CRM or database management (Salesforce, etc.)
• Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
• Ticketing and seating management systems
• Data entry accuracy and record maintenance

• Catering coordination experience

• Bilingual capabilities

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Skills Proficiency:

Data Entry, Ethical Standards And Conduct, Troubleshooting (Problem Solving), Telephone Skills, Analytical Skills, Record Keeping, Rapport Building, Customer Support, Process Improvement, Customer Advocacy

Summary of Physical Requirements and Work Environment:

This position will be moving around the office and guest facing areas on a regular basis (outside from time to time)

Pay Range / Salary: $23.88 - $32.24.