Concierge Senior
Posted
About Puttery
Puttery is a modern entertainment destination that blends the energy of nightlife with the fun of tech-infused mini golf. Each location features immersive, themed courses, curated cocktails, and chef-inspired menus, creating an experience that’s equal parts competitive and social.
We’re redefining how people connect by combining play, style, and hospitality into one unforgettable atmosphere. At Puttery, every visit is a reason to celebrate.
Job Purpose
The Senior Concierge is an experienced guest service position responsible for supporting a high level of hospitality and front-of-house execution throughout the venue. In addition to performing the core responsibilities of the Concierge role, the Senior Concierge serves as a senior front-desk resource, helping coordinate daily workflow, support Concierge team members, train new employees, and assist with complex guest needs and service recovery.
This position requires strong knowledge of venue operations, reservation systems, guest flow, and Puttery’s food, beverage, gaming, and event offerings. The Senior Concierge works closely with venue leadership and other departments to maintain smooth front-of-house operations and a consistent guest experience.
The Senior Concierge may provide day-to-day direction and guidance to Concierge team members but does not have formal authority for hiring, discipline, performance evaluations, or other management decisions.
Responsibilities
- 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 escalated guest concerns and service recovery, resolving issues within established guidelines or escalating to management when appropriate
- Help coordinate Concierge workflow and front-desk coverage based on guest volume, reservations, wait times, and operational needs
- Provide day-to-day direction and support to Concierge team members to help maintain service standards and efficient front-of-house operations
- Serve as a senior front-desk resource during high-volume periods, operational challenges, and complex guest situations
- Train and support the onboarding of new Concierge employees as requested by management
- Assist Concierge team members with reservation systems, procedures, guest questions, and service standards
- 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 strong knowledge of venue programming, promotions, events, policies, and operational procedures
- Identify recurring guest experience or reservation issues and communicate opportunities for improvement to management
- Maintain accurate reservation details, guest notes, special requests, and other front-desk operational information
- Model Puttery’s hospitality and service standards through professional and consistent guest interactions
- Perform additional duties as requested by management.
Qualifications
- Minimum two years of experience in concierge, guest services, hospitality, entertainment, or a similar guest-facing environment
- Prior experience providing peer leadership, training, or day-to-day team support preferred
- 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 coordinate workflow and provide direction to peers without formal supervisory authority
- Ability to communicate effectively and coordinate across multiple departments
- 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
Essential Functions and Physical Requirements
- Work in a fast-paced, guest-facing environment requiring frequent interaction and communication
- Stand and walk for extended periods, including navigating stairs throughout the venue
- Work in indoor and outdoor environments with varying temperatures and noise levels
- Lift and move up to 25 pounds without assistance
- Work evenings, weekends, and holidays based on business needs
Puttery is committed to equal opportunity in the workplace, preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics (such as race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family status, citizenship, genetic information and veteran status) in its application and hiring processes and in its employment decisions. Additionally, Puttery takes action to prevent retaliation and to create a respectful, equitable and inclusive environment for everyone.