Attachment F KHP Operational Standards.pdf

This document is an Operational Standards attachment for Kentucky Horse Park (KHP), outlining the organizational culture and service philosophy expected of all staff members regardless of position. The standards emphasize the celebration of individual diversity within the organization while promoting unity around a shared commitment to horses and equestrian experiences. KHP commits to providing authentic guest experiences through various offerings including trolley tours, carriage rides, demonstrations, and events, with service interactions designed to be welcoming, engaging, courteous, and present. The document establishes expectations for staff to take ownership of responsibilities, be responsive and proactive rather than passive, and demonstrate leadership in their roles.

The operational standards framework emphasizes gratitude as a core value that strengthens workplace relationships and organizational cohesion, likening it to positive reinforcement for animals. Staff are expected to recognize that guests have alternative recreation options and that coworker relationships directly impact work satisfaction and organizational success. The document reflects KHP's philosophy that collective achievement depends on individual influence and initiative, with all staff encouraged to move beyond assumptions and complacency to actively contribute to the park's mission and guest experiences.