Premium Experience Specialist

New York Racing Association•New York, NY

11d•$24 - $32

About The Position

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.

Requirements

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.

Nice To Haves

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

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.
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.