Guest Relations Representative

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. MUST BE AVAILABLE FOR WEEKENDS, EVENINGS AND HOLIDAYS. Key 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. 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. Qualifications: Business coursework preferred or equivalent job experience. Ability to exercise good judgment in decision-making and problem-solving. Must be teamwork-oriented. Excellent time management skills to balance assigned cases as well as take incoming calls. Excellent communication skills, both verbal and written. 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 Dave & Buster's. Paid Time Off (PTO) that increases with tenure. 10 Company Holidays (Including your Birthday) & 2 Floating Holidays per year. Livongo, 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! Salary Range: 32340 - 43120 We are an equal opportunity employer and participate in E-Verify in states where required.