Director - Operations Support
Puttshack Home Office
About Puttshack:
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 Purpose: To bring everyone in to play.
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 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.
Location: Home Office, Chicago
Reports to: Chief Operating Officer
Position Summary:
This newly created role will work closely with Puttshack's COO and venue management team, managing the systems and support functions for venue operations, as well as project managing strategic initiatives. The Director of Operations Support will serve as a stakeholder in cross-functional projects and partner with leaders of all home office functions as well as Regional Directors of Operations. The ideal candidate will have proven success in a multi-unit operations role and a good understanding of systems and support required in multi-unit restaurant or entertainment field.
Position Responsibilities may include, but are not limited to:
- Serve as the voice of operations at the Home Office to ensure operations are considered in major projects or system changes.
- Manage the support team responsible for:
- System administration (includes, but not limited to, booking platforms, inventory, POS, guest service ticketing).
- Business reporting and analytics related to operational excellence.
- Guest services - tracking guest satisfaction, identifying opportunities for brand experience improvement, and ensuring guest concerns are resolved in a timely manner.
- Troubleshooting issues from the venues in partnership with technology, finance, sales, and marketing teams.
- Influence cross-functional buy-in and development of new initiatives.
- Partner with Regional Directors of Operations to investigate initiatives designed to find efficiencies in costs and systems and/or drive revenue.
- Contribute to the development of new tools, processes, and technology which make our teams more efficient and effective.
- Assist with monitoring operational performance through dashboards across Cost, Quality, and Guest Experience, and surface insights to stay ahead of opportunities.
- Leverage data to identify operations trends to drive improvement in key metrics.
- Provide weekly communications between Field Operations Team and Home Office to ensure consistent communication throughout the organization.
- Partner with training team ensuring all processes and policies are correctly trained across venues.
- Provide decks and materials for senior operations team for planning meetings and monthly venue performance reviews.
- Other projects or duties as assigned.
Required Skills and Experience:
- 10+ years in hospitality.
- 2+ years in corporate office environment supporting operations.
- Bachelor's degree.
- Experience working with POS.
- Data-driven with excellent analytical ability.
- Strong data visualization skills.
- Excellent Microsoft skills, specifically Excel and PowerPoint.
- Leadership skills - must have managed a team.
- Excellent communicator and collaborator.
- This position must pass a post-offer background check.
Preferred Skills and Experience:
- Restaurant and entertainment experience.
- Experience working with Toast.
- Understanding of inventory platform.
- Understanding of labor tools and models.
- Experience using Tableau.
Physical Requirements:
On a continuous basis, sit at desk for a long period of time; frequent use of telephone/video conferencing and write or use a keyboard to communicate through written means. Some walking and lifting, up to 25 lbs. may be required. The noise level in the work environment is typically low to moderate. The physical demands described above are representative of those that must be met by an associate to successfully perform the essential functions and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and responsibilities.
What's in it for you:
- Paid PTO.
- Health insurance: medical, dental, and vision.
- 50% off Food & Beverage.
- Free Mini Golf.
- Paid Parental Leave.
At the intersection of entertainment and hospitality, Puttshack is committed to equal opportunity and is firmly committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics (such as race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family status, citizenship, genetic information, and veteran status) in its application and hiring processes and in its employment decisions. As an affirmative action employer, Puttshack also takes steps to prevent retaliation and create a respectful, equitable, and inclusive environment for our Associates, Guests, and Vendors.
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