Guest Relations Representative

Are you passionate about delivering exceptional guest experiences? Do you thrive in resolving complex issues and providing top-notch service? If so, we're seeking a Guest Relations Representative to join our team. As a Guest Relations Representative, you'll be responsible for managing high-level escalations originating from agencies, the office of the CEO, social media, and inbound calls while maintaining a focus on resolving concerns and recovering the guest experience. You'll conduct comprehensive research to investigate escalations, analyze root causes, and formulate well-structured written responses to guest concerns. Your role will also involve delivering superior Guest experiences to effectively address billing, technical, and operational-related inquiries.

We are hiring for two shifts:

Friday - Tuesday, 10am to 7pm. Friday, Saturday, and Sunday are remote, Monday and Tuesday are in office

Wednesday - Sunday, 10am to 7pm. Wednesday and Thursday are in office, and Friday, Saturday, and Sunday are remote

Responsibilities:

• Manage high-level escalations originating from agencies, the office of the CEO, and senior leadership team.

• Maintain focus on resolving concerns and recovering the Guest experience.

• Conduct comprehensive research to investigate escalations and analyze root causes.

• Formulate well-structured written responses to guest concerns.

• Deliver superior guest experience to effectively address billing, technical, and operational-related inquiries.

• Excellent time management skills to balance assigned cases as well as take incoming calls.

• Excellent communication skills, both verbal and written.

You will be an outstanding Guest Relations Representative if:

• You love taking care of our Guests!

• Your ultimate focus is on guest service, promptly answering all Guest calls in a friendly manner to create a great guest experience.

• You enjoy collaborating with store management, operations, marketing, and/or IT department to resolve guest concerns.

• You provide a commitment to delivering exceptional service, resolving complex issues, and upholding the brand.

Experience Required:

• Business coursework preferred or equivalent job experience.

• Excellent communication and organizational skills.

• Ability to exercise good judgment in decision-making and problem-solving.

• Must be teamwork-oriented.

The “Musts”:

• Able to multitask and prioritize.

• Holds self-accountable for high personal and professional standards of conduct.

• Must love our brand, champion our culture, and support our team!

WHAT’S IN IT FOR ME?:

Dave & Buster’s is an imaginative and dynamic company dedicated to creating innovative entertainment experiences that bring joy, laughter, and excitement to people of all ages. Our mission is to foster a culture of fun and creativity, and we take pride in our commitment to delivering memorable and unique entertainment solutions.

• Exclusive discounts on food and games at D&B & Main Event.

• Paid Time Off (PTO) that increases with tenure.

• 10 Company Holidays (Including your Birthday) & 2 Floating Holidays per year.

• Medical, dental, vision and voluntary benefits

• Part Time/Full Time benefits available

• Sub Benefits:

• SurgeryPlus, and Telehealth benefits

• 401k with company match following 6 months of employment.

• Buster’s Legacy Fund (Support Team Members during difficult Times)

• Employee Assistance Program (EAP) Offerings.

• Work out facility on-site.

• Employee Power Card | Free Video Games.

We work hard, play hard and have FUN!