At Her First Belmont Stakes, NYRA’s New CXO Observes

Since Chris Kay became CEO and president of the New York Racing Association nearly a year ago, he has repeatedly said that one of his goals for the organization’s customers is an “enhanced guest experience.”  Bringing experience at Toys ‘R’ Us and Universal Parks and Resorts to his position at the racetrack, he has made improved customer service something of a mantra, and his plans for this year’s Belmont Stakes on Saturday include a number of new upscale hospitality and entertainment options.

Less visible on Saturday, when California Chrome attempts to become the 12th winner of Thoroughbred racing’s Triple Crown, will be Lynn LaRocca, the woman hired to implement Kay’s vision of New York racing as an upscale, viable option for customers’ entertainment dollars.

“All I’m trying to do is not get in the way for Belmont Stakes Day,” LaRocca said with a smile in her Belmont Park office last week.

Continue reading at Forbes.com

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