Job Description:
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
We are an equal opportunity employer and participate in E-Verify in states where required.