Supervisor, Guest Relations (Entertainment)

Location: Coppell, Texas, United States (Corporate)

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 day-to-day operations and performance of the Guest Relations Department.
• Supervise, coach, develop, and hold Guest Relations Representatives accountable for productivity, quality, attendance, service levels, and guest experience.
• Support representatives with escalated guest concerns and personally resolve complex issues.
• Monitor staffing, workloads, queues, coverage, and service levels, adjusting priorities and resources as needed.
• Track, analyze, and report on guest contacts, performance metrics, trends, risks, and resource needs.
• Work with Store Management, Operations, Marketing, IT, Human Resources, and other departments to investigate issues and implement process, technology, training, and workflow improvements.

Requirements

• Two to four years of related experience and/or training, or an equivalent combination of education and experience.
• Excellent communication and organizational skills.
• Good 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.

Culture & Benefits

• Full-time employment with paid time off that increases with tenure.
• Eleven company holidays, including a birthday holiday, plus two floating holidays.
• Medical, dental, vision, voluntary, telehealth, Livongo, and SurgeryPlus benefits.
• 401(k) with company match after six months of employment.
• Employee assistance program, on-site workout facility, food and game discounts, and free video games through an Employee Power Card.