Senior Guest Services Associate

About us:  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 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 (staff) 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

The Role: 

Puttshack have a diverse team of fun hospitality associates who care deeply about creating an elevated, one-of-a-kind guest experience. They are now seeking a Senior Guest Services Associate to assist the Team Leader in sustaining a high level of customer service to all guests.

The Senior Guest Services Associates will handle and advise Guest Services Associates in inbound enquiries and ensure our guests get answers in a timely fashion as well as supporting the Guest Services Team Leader.

Location:   HQ (London)

Working Hours:  Varied hours available.

Pay Range: £13 p/h plus bonus scheme

Reports to: Guest Services Team Leader

Key Responsibilities:

·       Bring your 'A' Game each and everyday

·       Lead by example by demonstrating Puttshack core values

·       Provides enthusiastic and efficient responses to guest enquiries on all inbound channels:

o   Website form

o   Emails

o   Phone enquiries

o   Proactively solves guest issues and feedback

·       Handle inbound guest requests to add new bookings, change/edit mini golf bookings, reissue confirmations and make refunds as required

·       Provide additional phone support for in-venue sales execs when required

·       Monitor reviews on social channels, google, tripadvisor etc, and ensure each venue have responded to guests in a timely fashion

·       Assist with updating business hours via google my business in the absence of the Guest Services Team Leader

·       Compiles guest feedback to help enhance guest experience

·       Report technical issues to technology team for investigation and software updates

·       Supporting the Team Leader with any recruitment requirements

·       Updating training documentation & producing and delivering training to new associates on the following platforms:

o   Punchh

o   GiftPro

o   Sevenrooms

o   Zendesk

o   Puttshack booking system

·       Delivering ad hoc refresher training sessions as and when the business requires

·       Managing and driving the Guest Services team in the absence of the Guest Services Team Leader

·       Assist Guest Services Team Leader with creating and implementing rotas on a weekly/monthly basis

·       Work with broader Puttshack UK team to identify trends in feedback and suggest changes to processes or systems that will enhance the guest experience

Who you are / What you’ll bring:

·       A positive attitude and natural problem solver

·       Experience working as a Guest Services Associate

·       Experience in working with Zendesk or other feedback tracking tool would be a bonus

·       Experience in working with Tripleseat or similar booking system CRM’s would be a bonus

·       Our booking system is purpose built so we are looking for associates who can learn the ins and outs of the system to deliver the best experience for our guests

Senior Guest Services Associate

About us:  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 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 (staff) 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

The Role: 

Puttshack have a diverse team of fun hospitality associates who care deeply about creating an elevated, one-of-a-kind guest experience. They are now seeking a Senior Guest Services Associate to assist the Team Leader in sustaining a high level of customer service to all guests.

The Senior Guest Services Associates will handle and advise Guest Services Associates in inbound enquiries and ensure our guests get answers in a timely fashion as well as supporting the Guest Services Team Leader.

Location:   HQ (London)

Working Hours:  Varied hours available.

Pay Range: £13 p/h plus bonus scheme

Reports to: Guest Services Team Leader

Key Responsibilities:

·       Bring your 'A' Game each and everyday

·       Lead by example by demonstrating Puttshack core values

·       Provides enthusiastic and efficient responses to guest enquiries on all inbound channels:

o   Website form

o   Emails

o   Phone enquiries

o   Proactively solves guest issues and feedback

·       Handle inbound guest requests to add new bookings, change/edit mini golf bookings, reissue confirmations and make refunds as required

·       Provide additional phone support for in-venue sales execs when required

·       Monitor reviews on social channels, google, tripadvisor etc, and ensure each venue have responded to guests in a timely fashion

·       Assist with updating business hours via google my business in the absence of the Guest Services Team Leader

·       Compiles guest feedback to help enhance guest experience

·       Report technical issues to technology team for investigation and software updates

·       Supporting the Team Leader with any recruitment requirements

·       Updating training documentation & producing and delivering training to new associates on the following platforms:

o   Punchh

o   GiftPro

o   Sevenrooms

o   Zendesk

o   Puttshack booking system

·       Delivering ad hoc refresher training sessions as and when the business requires

·       Managing and driving the Guest Services team in the absence of the Guest Services Team Leader

·       Assist Guest Services Team Leader with creating and implementing rotas on a weekly/monthly basis

·       Work with broader Puttshack UK team to identify trends in feedback and suggest changes to processes or systems that will enhance the guest experience

Who you are / What you’ll bring:

·       A positive attitude and natural problem solver

·       Experience working as a Guest Services Associate

·       Experience in working with Zendesk or other feedback tracking tool would be a bonus

·       Experience in working with Tripleseat or similar booking system CRM’s would be a bonus

·       Our booking system is purpose built so we are looking for associates who can learn the ins and outs of the system to deliver the best experience for our guests