Job Description

Guest Services Associate

The Role:

We're looking for a Guest Services Associate to join our dynamic team of hospitality professionals who are passionate about delivering exceptional guest experiences. This role is ideal for someone who is eager to grow and develop within our team, with opportunities for increased responsibility and career progression for those who demonstrate strong performance and leadership over time.


You'll support the Guest Services Team Leader in maintaining a high standard of customer service for all our guests, while developing the skills and experience needed to take the next step in your career.


As a Guest Services Associate, you'll handle inbound inquiries and ensure our guests receive timely and helpful responses, while also providing support to the Guest Services Team Leader.

Location:

HQ (Bank, London)

Working Hours:

Varied hours available; weekend availability is a must.

Reports To:

Guest Services Team Leader

Key Responsibilities:

Embody Puttshack's Values:

Bring your 'A' game, lead the way, own the fun, and care deeply in every interaction.

Guest Communication:

+ Provide enthusiastic and efficient responses to guest inquiries across all inbound channels (website form, emails, phone).
+ Proactively resolve guest issues and address feedback.
+ Manage inbound guest requests, including adding new bookings, modifying existing bookings, reissuing confirmations, and processing refunds as needed.
+ Provide additional phone support for in-venue sales executives when required.

Feedback Monitoring:

Monitor reviews on social channels (Google, TripAdvisor, etc.) and ensure each venue responds to guests promptly.

Administrative Support:

Assist with updating business hours via Google My Business in the absence of the Guest Services Team Leader.

Feedback Compilation:

Compile guest feedback to enhance the guest experience using platforms like Punchh, GiftPro, Sevenrooms, Zendesk, and the Puttshack booking system.

Who You Are / What You'll Bring:

A positive attitude and a natural ability to solve problems. Previous experience as a Guest Services Associate or in a similar customer service role. Experience with Zendesk or other feedback tracking tools (a bonus). Experience with Tripleseat or similar booking system CRMs (a bonus). Ability to quickly learn and navigate our purpose-built booking system to provide the best possible experience for our guests. Ambition to progress and take on more responsibility within the team.

What We Offer:

Free golf & 50% discount on food and drink for up to 6 people. Hybrid working options. 20 days of holiday plus bank holidays. Discretionary annual bonus. Comprehensive onboarding plan to set you up for success! Access to continuous development through a blended learning approach. Access to Medicash - our health cash back benefits platform, including dental cover, gym discounts, specialist health consultations, health screening, virtual GP, employee assistance program, Medicash discount perks, and much more! Refer a friend bonus - up to 500 referral bonus (T&Cs apply). Enhanced maternity & paternity leave. Generous expense policy (T&Cs apply). Enrollment in our communication community - PuttApp. Wagestream membership - access 50% of your wages as you work, building pots and financial support. Team socials throughout the year! Opportunities for career development and progression within the Guest Services team.
INDFOH