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|Job Category :
||Lucky Strike Entertainment, LLC
||Lane Concierge (Servers)
||Boston, MA 02215
|Job Description :
The Lane Concierge provides personalized, premium service to our guests. This person is high energy, passionate and service oriented. They are responsible for guest satisfaction and creating the ‘WOW’ experience.
This position is critical to providing confidence to our guests that everything they come in contact with has been properly sanitized, that we have created a safe environment and will deliver premium service during their visit at Lucky Strike. This role goes above and beyond what is expected to provide guests with a positive and memorable experience that they will never forget.
Anticipates guests’ needs, takes initiative and is empowered to mitigate any issues at the lanes and engages the manager on duty immediately
Demonstrates a strong service orientation, actively looking for ways to help people and create the ultimate entertainment experience
Introduces themselves to a party and encourages the guests to contact them if they have any needs during their visit
Provides sanitation wipes and gloves for guests to use at their discretion while at Lucky Strike
Wipes down bowling balls and sanitizes bowling shoes with sanitation wipes prior to guest usage
Attends to all guests’ needs to minimize their touch of surfaces on and around the lanes
Delivers the ultimate guest experience by engaging in constant communication with guests to ensure satisfaction with food and service, and to identify and respond to complaints
Demonstrates a passionate approach to exceed guests’ needs and expectations
Acts as a sales lead generator, converting unhappy guests to happy guests and happy guest to sales
Helps manage lane coordination by creatively resolving times with long waits
Stimulate positive social media reviews and events by encouraging guests to report their positive experiences
Keeps log of daily issues
Team player: helps teammates when the venue is busy by running food/drink to lanes and touching base with other guests if they feel like they are waiting/looking for something
Bids farewell to guests and ensures everything was satisfactory while inviting guests to return
Must be positive, optimistic and passionate about customer service and responsive to guests needs
Must have an eye for detail and able to deliver a high level of cleanliness and sanitation
Must be friendly, outgoing and able to smile frequently with high energy and the ability to create fun
Ability to take initiative to identify and resolve problems
Demonstrate enthusiasm, determination, perseverance and the sense of urgency when dealing with customer concerns
Must be flexible and accommodating
Must be knowledgeable about the venue and know what the facility can offer to the guest
Excellent communication skills are essential
Excellent problem solving ability
Must be able to clearly articulate guests needs to other team members and management, as necessary
Must be skilled at calmly responding to dissatisfied guests while taking appropriate initiatives and actions to resolve complaints. Communicates with control desk, pin chaser and lane mechanic via radio to resolve lane issues immediately
Schedule may change weekly. Must have a flexible schedule
High school diploma or equivalent experience
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position.
Lucky Strike Entertainment is an equal opportunity employer and participates in the E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees. code: 123HRL
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