Concierge Senior

Puttery•Chicago, IL

About The Position

The Senior Concierge is an experienced guest service position responsible for supporting high-quality hospitality and front-of-house execution throughout the venue. Along with performing the core responsibilities of the Concierge role, this position serves as a senior front-desk resource, coordinating daily workflow, supporting Concierge team members, training new employees, and assisting with complex guest needs and service recovery. The role 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 position may provide day-to-day direction and guidance to Concierge team members but has no formal authority over hiring, discipline, performance evaluations, or other management decisions.

Requirements

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 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.
High school diploma or equivalent required.
Ability to stand and walk for extended periods, including navigating stairs throughout the venue.
Ability to lift and move up to 25 pounds without assistance.
Availability to work evenings, weekends, and holidays based on business needs.

Nice To Haves

Prior experience providing peer leadership, training, or day-to-day team support.
Bilingual abilities.

Responsibilities

Greet and assist guests, providing personalized recommendations about gaming, dining, beverage, and event offerings.
Manage reservations, waitlists, guest inquiries, and reservation adjustments using 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 them 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 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 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.