Supervisor, Guest Relations (Weekends Required)

Location: Coppell, Texas, United States; onsite. Wednesday through Sunday, with weekends required.

Salary: $50,940–$67,920 per year

Company

Dave & Buster's and Main Event create entertainment experiences for guests of all ages.

What you will do

• Lead the daily operations, staffing, workload, queues, coverage, and performance of the Guest Relations Department.
• Supervise, coach, develop, and hold Guest Relations Representatives accountable for KPIs, quality, productivity, attendance, and service standards.
• Handle complex and escalated guest concerns across calls, web submissions, emails, incident reports, BBB cases, and other guest contacts.
• Track, analyze, and report on contact volume, service levels, guest trends, and individual and team performance.
• Partner with Store Management, Operations, Marketing, IT, Human Resources, and other departments to investigate and resolve guest and operational issues.
• Improve processes, workflows, technology usage, training, team efficiency, and guest satisfaction while implementing new departmental initiatives.

Requirements

• Two to four years of related experience and/or training, or an equivalent combination of education and experience.
• Excellent communication and organizational skills.
• Sound judgment in decision-making and problem-solving.
• Strong follow-up, multitasking, and prioritization skills.
• High personal and professional standards, accountability, and a teamwork-oriented approach.
• Availability to work full time Wednesday through Sunday, including weekends, onsite in Coppell, Texas.

Culture & Benefits

• Paid time off that increases with tenure.
• Eleven company holidays, including a birthday holiday, plus two floating holidays annually.
• Medical, dental, vision, voluntary benefits, Livongo, SurgeryPlus, and telehealth benefits.
• 401(k) with company match after six months of employment.
• Employee assistance program, Buster's Legacy Fund, food and game discounts, onsite workout facility, and free video games through the Employee Power Card.