Guest Relations Representative

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!

To be determined via shift bid. Must be available for weekends, evenings, and holidays.

• 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 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.

• 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.

• 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!

• 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, Surgery Plus, 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!

32,340 – 43,120

We are an equal opportunity employer and participate in E‑Verify in states where required.