Guest Service Associate

Position Summary

At PopStroke, the guest experience starts with our people.

The Guest Service Associate is one of the most visible and important members of our venue team—bringing the energy, personality, and hospitality that turns a visit to PopStroke into an experience guests want to come back to.

We’re looking for people with charisma, confidence, and a naturally engaging personality. Someone who notices the guest standing alone and approaches them before they have to ask for help. Someone who remembers a returning member, celebrates the birthday group walking in, helps a family figure out where to go next, and sees opportunities to create a great experience without waiting to be told.

This is more than checking guests in or handing out putters. You are a host for the entire PopStroke experience.

The best Guest Service Associates are proactive, upbeat, polished, and comfortable engaging with anyone. They anticipate needs, solve problems in the moment, and understand that the smallest interaction can be the difference between a good visit and an unforgettable one.

Hourly + Tips | Non-Exempt

Reports To: Operating Partner

Key Responsibilities

Create the PopStroke Experience

· Welcome every guest with genuine energy, warmth, and enthusiasm from the moment they arrive.

· Make meaningful connections with guests and members throughout their visit—not just at check-in.

· Read the guest. Recognize when someone needs help, direction, a recommendation, or simply a great interaction and step in proactively.

· Look for opportunities to personalize the experience and create WOW moments for birthdays, celebrations, first-time visitors, families, members, and returning guests.

· Be knowledgeable and confident talking about everything PopStroke has to offer so you can help guests make the most of their visit.

· Anticipate guest needs rather than waiting to be asked.

· Handle guest questions, concerns, and feedback with confidence, urgency, and a hospitality-first mindset.

· Own the guest experience in front of you. If you see something that needs attention, take action or find the person who can.

Be the Face of PopStroke

· Check guests in, explain the venue experience, provide equipment, and help guests get ready to play.

· Engage guests throughout the venue and assist with golf play, course rules, the PopStroke app, and general venue questions.

· Conduct venue tours and confidently explain memberships, pricing, benefits, amenities, events, food and beverage offerings, and other PopStroke experiences.

· Actively promote memberships and other offerings when they enhance the guest’s experience.

· Answer phones and guest inquiries professionally, enthusiastically, and accurately.

· Assist guests with retail purchases and provide recommendations when appropriate.

· Serve approved food, alcoholic and non-alcoholic beverages, beer, wine, ice cream, and other items from designated service areas, as applicable.

Own the Venue With Your Team

· Partner with Operations, Food & Beverage, Events, and other venue team members to create one seamless guest experience.

· Jump in wherever the guest or business needs you. At PopStroke, hospitality doesn’t stop because something falls outside your station.

· Maintain clean, organized, stocked, and guest-ready golf, retail, service, course, and restroom areas.

· Keep the golf shop and guest-facing areas stocked and presentation-ready.

· Handle cash and credit transactions accurately and follow all POS and cash-handling procedures.

· Help maintain the energy and atmosphere of the venue during busy periods, events, nights, weekends, and holidays.

· Work comfortably in both indoor and outdoor environments.

· See it. Own it. Fix it. Leave the venue better than you found it.

· Perform other duties as needed to support our guests and the business.

Who Thrives in This Role

We’re less interested in someone who can simply complete a checklist and more interested in someone who naturally connects with people.

You may be a great Guest Service Associate if:

· You have a big personality and positive presence that people naturally respond to.

· You are charismatic, approachable, and comfortable starting conversations with people you don’t know.

· Hospitality comes naturally—you notice people and genuinely enjoy making them feel welcome.

· You’re proactive. You don’t walk past a problem or wait for someone to tell you what needs to be done.

· You can read a room and adjust your approach to different guests and situations.

· You’re confident communicating with guests, members, children, families, large groups, and teammates.

· You stay upbeat and composed when the venue is busy.

· You enjoy being on your feet, moving throughout the venue, and interacting with guests rather than staying behind a counter.

· You’re a team player who is willing to roll up your sleeves and jump in wherever needed.

· You understand that your energy sets the tone for the guest and for the people working around you.

Qualifications

· Previous hospitality, guest service, entertainment, restaurant, hotel, retail, or other high-volume customer-facing experience preferred.

· Exceptional communication and interpersonal skills.

· Strong guest-service instincts and ability to resolve issues in the moment.

· Comfortable using POS systems and handling cash and credit transactions.

· Must meet applicable requirements for serving alcoholic beverages when assigned.

· Must be available to work a flexible schedule, including nights, weekends, and holidays.

· Must demonstrate strong teamwork, reliability, and personal accountability.

Physical Requirements

· Must be able to stand and walk for extended periods of time.

· Must be able to bend, crouch, kneel, reach, and move throughout the venue.

· Must be able to lift, carry, push, and pull up to 30 lbs.

· Must be comfortable working in both indoor and outdoor environments.

PopStroke is an Equal Opportunity Employer.