Victorian Racing Club VRC – Flemington VIC

At Victoria Racing Club (VRC), our mission is to be treasured by all as a world leader in racing and event entertainment, guaranteeing an unrivalled experience. We believe this doesn’t stop with the experience we provide for our customers, the experience we provide for our team is just as important.

Our Culture

Our values of Innovation, Collaboration, Excellence, and Integrity guide the decisions we make, the way we interact with each other and provide the basis for a great culture.

Event Staff Attendant
Reporting to: Direct Supervisor / Workforce Planning Coordinator / Workforce Planning Manager
Purpose
The Event Staff Attendant plays a key role in delivering the VRC customer service experience, creating welcoming, seamless and memorable moments for customers attending Flemington race days and events.
As a frontline ambassador for the VRC, the Event Staff Attendant embodies the spirit of Flemington through exceptional customer service, proactive support and a hospitality-led approach. They are welcoming, helpful, professional and customer-focused, bringing enthusiasm, resilience and a positive attitude to every shift. Thriving in a dynamic event environment, they consistently place the customer at the centre of everything they do, taking personal responsibility for creating positive interactions, resolving challenges and enhancing the overall guest experience.
Working collaboratively with colleagues and service partners, the Event Staff Attendant contributes to an energetic, inclusive and distinctly Flemington atmosphere, ensuring customers feel valued, informed and connected throughout their visit. Through the consistent delivery of service excellence, operational compliance and memorable customer experiences, the role supports customer satisfaction, encouraging repeat visitation and strengthens Flemington's reputation as a world-class events destination.

Stakeholders

Internal: Executive team, department heads, managers, Board of Directors, and the broader VRC team.

External: VRC members, customers, clients, suppliers, vendors, regulators, and relevant industry networks and associations.

Focus

Customer Experience & Hospitality

- Deliver exceptional customer service that reflects VRC's customer experience standards and values.
- Create positive first impressions and memorable interactions for every customer.
- Proactively engage with customers, offering assistance and support before it is requested.
- Foster a welcoming, energetic and inclusive atmosphere across the precinct.
- Support customer recognition and surprise-and-delight moments that contribute to memorable experiences.




- Actively represent and promote the VRC brand through professional and positive interactions.

Guest Journey Support

- Assist customers throughout all stages of their event experience, including arrival, entry, wayfinding, hospitality areas and departure.
- Provide accurate information regarding race days, events, facilities, services, amenities and precinct activities.
- Support customers to navigate the venue and access relevant services efficiently.
- Assist with queue management and customer flow to ensure safe and positive customer experiences.
- Anticipate customer needs and identify opportunities to enhance their experience.

Operational Excellence

- Administer and monitor event access requirements, including membership, ticketing and accreditation protocols.
- Ensure compliance with venue entry requirements, dress standards and event-specific conditions.
- Maintain a thorough understanding of event schedules, activations, promotions and customer offerings.
- Support effective event operations through attention to detail and adherence to procedures.
- Identify and communicate opportunities for service improvement and operational effectiveness.

Teamwork & Collaboration

- Work collaboratively with supervisors, colleagues and contractor partners to deliver one consistent Flemington experience.
- Contribute positively to team culture and support colleagues to achieve service excellence.
- Demonstrate professionalism, reliability and accountability in all aspects of the role.
- Share knowledge and information to support seamless customer experiences across the precinct.

Safety & Risk Management

- Promote a safe, secure and welcoming environment for customers, colleagues and visitors.
- Comply with all workplace health, safety and security requirements.
- Respond appropriately to incidents, emergencies and customer concerns.
- Identify, report and elevate risks or safety issues in a timely manner.
- Actively contribute to a culture of safety and wellbeing.

Success Measures (KPIs)

- Consistently demonstrates VRC service standards and values.
- Positive customer feedback and customer satisfaction outcomes.
- Delivers welcoming, helpful and professional customer interactions.
- Effective resolution and escalation of customer enquiries and concerns.
- Compliance with ticketing, accreditation, membership and venue access requirements.




- Strong attendance, punctuality and reliability.
- Positive contribution to team culture and event-day operations.
- Professional presentation and adherence to uniform standards.
- Demonstrates proactive customer engagement and support.
- Maintains compliance with all safety, security and operational procedures.

Core Capabilities

Customer Experience Excellence

- Creates positive and memorable customer experiences.
- Demonstrates empathy, patience and professionalism.
- Delivers exceptional service in a fast-paced event environment.
- Handles customer concerns confidently and effectively.

Hospitality Mindset

- Welcoming, approachable and engaging.
- Creates a positive atmosphere through enthusiasm and presence.
- Takes pride in delivering a premium customer experience.
- Understands the impact of every interaction on the overall guest experience.

Communication & Relationship Building

- Communicates clearly, confidently and professionally.
- Builds positive relationships with customers and colleagues.
- Listen actively and respond appropriately to customer needs.
- Tailors communication style to suit different audiences.

Teamwork & Collaboration

- Works cooperatively with others to achieve shared outcomes.
- Contributes to a positive and inclusive team culture.
- Supports colleagues during busy operational periods.
- Demonstrates flexibility and a willingness to assist where required.

Operational Awareness

- Understands and applies relevant event procedures and policies.
- Maintains awareness of event activities, activations and customer information.
- Demonstrates sound judgement and attention to detail.
- Supports efficient and effective event delivery.

Adaptability & Problem Solving

- Remains calm and professional under pressure.
- Responds positively to change and shifting priorities.
- Uses initiative to identify and resolve issues.
- Escalates matters appropriately when required.

Safety & Compliance

- Demonstrates commitment to health, safety and wellbeing.
- Follows workplace procedures and emergency protocols.
- Maintains awareness of potential risks and hazards.
- Encourages safe behaviours and practices.

Values

Think VRC: We deliver with one purpose and plan. We’re one VRC team.

Create Joy: We design every experience, for our members, customers and each other, to create joy.

Be Gutsy: We are grounded in our heritage; we’re brave and curious in our pursuit of a bigger future.

F-Learn: We fail but learn, treating setbacks as opportunities for growth.

Care Deeply: We genuinely care about each other: our people, our members, our customers and our community.

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📌 Event Staff (Melbourne)
🏢 Victorian Racing Club VRC
📍 Melbourne