Concierge II

The Concierge II is an experienced guest service position responsible for supporting a high level of hospitality throughout the venue. In addition to the core responsibilities of the Concierge role, the Concierge II handles more complex guest needs, supports guest recovery, coordinates high-priority reservations and experiences, and serves as a resource for Concierge team members.

This position requires strong knowledge of venue operations, reservation systems, guest flow, and Puttery’s food, beverage, gaming, and event offerings. The Concierge II works closely with venue leadership and other departments to identify and resolve guest experience concerns and maintain smooth front-of-house operations.

• Greet and assist guests while providing personalized recommendations regarding gaming, dining, beverage, and event offerings
• Manage reservations, waitlists, guest inquiries, and reservation adjustments through the venue’s reservation system and phone line
• Handle complex reservations, special requests, VIP experiences, and guest accommodations requiring additional coordination
• Serve as an initial point of contact for guest concerns and service recovery, resolving issues within established guidelines or escalating to management when appropriate
• Monitor guest flow, reservation volume, wait times, and front-of-house activity and communicate potential service concerns to venue leadership
• Coordinate with Operations, Food & Beverage, Events, and other venue teams to support a seamless guest experience
• Maintain a strong working knowledge of venue programming, promotions, events, policies, and operational procedures
• Provide day-to-day support and guidance to Concierge team members, including assisting newer employees with systems, procedures, and guest service standards
• Support the onboarding and training of new Concierge employees as requested by management
• Identify recurring guest experience or reservation issues and communicate opportunities for improvement to management
• Assist with reservation system accuracy, guest notes, special requests, and other front-desk operational details
• Serve as a reliable point of support during high-volume periods and complex guest situations
• Perform additional duties as requested by management

• Minimum two years of experience in concierge, guest services, hospitality, entertainment, or a similar guest-facing environment
• Prior experience handling escalated guest concerns or service recovery
• Strong working knowledge of computerized reservation, booking, or point-of-sale systems
• Demonstrated ability to independently resolve guest concerns within established guidelines
• Strong organizational and multitasking skills in a fast-paced environment
• Ability to communicate effectively and coordinate across multiple departments
• Ability to provide peer support and assist with training without direct supervisory authority
• Professional judgment and discretion when handling sensitive or complex guest situations
• Excellent verbal and written communication skills
• Bilingual abilities a plus
• High school diploma or equivalent required