Guest Services Associate - Puttshack USA Inc

Guest Services Associate

About Puttshack:

Puttshack is an upscale, tech-infused mini golf experience that appeals to everyone. More than just indoor mini golf, Puttshack leans on its ground-breaking technology to elevate the game while also serving world-class food and full bar in a cool environment. The Puttshack experience is really all about having fun - and doing something fun - together.

Our Purpose: To bring everyone in to play.

Our Vision: To be the universal answer to the question 'Where should we get together?'

Our Mission: To create lasting memories for people of all generations through a shared, world-class entertainment experience.

Our Values:

• Bring your 'A' game. We strive for excellence in everything we do.
• Lead the Way Our associates embrace and are inspired by change.
• Own the Fun We revel in our guests' enjoyment.
• Care Deeply - We take great care of our guests, our associates and the communities we call home.

Location: Home Office, Chicago

Reports to: Operations Support Manager

Position Summary:

As a Guest Services Associate, you will play a crucial role in ensuring that every guest's visit to one of our venues is enjoyable and memorable. In many cases you will be the first point of contact for our guests and will assist them with any inquiries they may have. Associates on the Guest Services Team will also be charged with supporting the Guest Experience through being able to modify guest bookings, assist with event inquires, guest recovery, and engage with guests on social media.

Position Responsibilities may include, but not limited to:

• Bring your 'A' Game each and everyday
• Lead The Way by demonstrating Puttshack core values
• Provides enthusiastic and efficient responses to guest inquiries on all inbound channels
• Proactively solves guest issues
• Handle inbound guest requests to add new bookings, change/edit mini golf bookings, and resend confirmations
• Provide additional phone support for in-venue teams when needed
• Monitor and respond to all reviews on social channels, such as Google or Yelp, thanking Guests for positive reviews and responding to any feedback from Guests
• Manage and update business hours via Google My Business as needed
• Compiles guest feedback to help enhance Guest experience
• Document and Report technical issues as needed
• Work with the Guest Services Team Lead to help identify trends in feedback and suggest changes to processes or systems that will enhance the Guest experience
• Attend in-person Team Huddles on a regular basis
• Other projects or duties as assigned

Required Skills and Experience:

• A positive attitude and natural problem solver
• Available on evenings, weekends, and holidays
• 1+ years experience working as Guest Services Associate or community manager on social channels
• Our booking system is purpose built so we are looking for Associates who can deliver the best experience for our Guests
• This position must pass a post-offer background check

Preferred Skills and Experience:

• Experience working with Sprout social platform is preferred
• Experience working with Zendesk or other feedback tracking tool
• Our booking system is purpose built so we are looking for Associates who can deliver the best experience for our guests

Physical Requirements:

• Works in a normal office or home-office environment, as well as busy venue environments.
• Requires the ability to move, lift, or carry equipment or materials up to 25 lbs

What's in it for you:

• Paid PTO
• Health insurance: medical, dental, and vision
• 50% off Food & Beverage
• Free Mini Golf
• Paid Parental Leave

At the intersection of entertainment and hospitality, Puttshack is committed to equal opportunity and is firmly committed to 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. As an affirmative action employer, Puttshack also takes steps to prevent retaliation and create a respectful, equitable, and inclusive environment for our Associates, Guests, and Vendors.