Premium Experience Specialist

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.

Responsibilities

• 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.
• Partner 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.
• Utilize experience and a comprehensive understanding of area processes and tools to contribute to more difficult components of projects, initiatives, or processes.

Requirements

• Bachelor’s degree in Hospitality Management, Event Management, or a related field preferred; equivalent experience considered.
• 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

Skills

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

Pay

$23.88 - $32.24 per hour.

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).