Guest Experience Lead - Concierge

Puttery; Chicago (IL); On-site; USD 28,000 - 39,000; Full time

Job summary

Puttery in Chicago seeks a Senior Concierge to elevate front-of-house service and coordinate daily workflow across venues. You will guide concierge teammates, train new staff, and support complex guest needs to ensure a seamless guest experience.

The role requires strong knowledge of venue operations, reservation systems, and VIP experiences, with a focus on maintaining high standards during peak times.

Qualifications

• Minimum two years of experience in concierge, guest services, hospitality, 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.

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.

Skills

Concierge experience

Guest services

Reservation systems

Communication skills

Team leadership

Education

High school diploma or equivalent

Tools

POS systems

Booking systems

Job description

Puttery in Chicago seeks a Senior Concierge to elevate front-of-house service and coordinate daily workflow across venues. You will guide concierge teammates, train new staff, and support complex guest needs to ensure a seamless guest experience.

The role requires strong knowledge of venue operations, reservation systems, and VIP experiences, with a focus on maintaining high standards during peak times.