Supervisor, Guest Relations (Weekends Required)

Job description

Job Description: The Supervisor, Guest Relations develops, and leads the day-to-day operations of the Guest Relations Department to provide an overall positive brand experience. Owns the daily performance and execution of the department, including team accountability, coaching, Guest escalations, workload management, reporting, and achievement of established KPIs and service standards. Identifies, evaluates, and resolves Guest Relations issues; analyzes Guest and operational trends; and proactively identifies opportunities to improve processes, team performance, efficiencies, and the overall Guest experience. Keeps the Director of Guest Experience & Crisis Management informed of departmental performance, emerging issues, risks, resource needs, and opportunities while bringing forward recommendations and solutions to support the continued growth and effectiveness of the department. This second Supervisor will cover the weekends, and will be scheduled to work Wednesday through Sunday. THE ESSENTIALS: Supervises and owns the day-to-day operations and performance of the Guest Relations Department, ensuring consistent execution of departmental expectations, policies, procedures, KPIs, and service standards. Provides leadership, direction, and support to Guest Relations Representatives and serves as the primary point of contact for day-to-day team needs, questions, and escalations. Holds Guest Relations Representatives accountable to established KPI metrics and standards, including productivity, quality, attendance, schedule adherence, Guest experience, professionalism, and overall performance expectations. Conducts regular coaching sessions and one-on-one meetings with team members to review performance, provide feedback, recognize successes, address areas of opportunity, and establish clear expectations and action plans for improvement. Provides ongoing and real-time coaching based on Guest interactions, quality reviews, performance metrics, and observed behaviors and ensures appropriate documentation and follow-up of coaching and performance conversations. Addresses performance concerns timely and consistently and partners with the Director of Guest Experience & Crisis Management and Human Resources when additional performance management or corrective action is necessary. Supervises the team to ensure Guest calls, web submissions, Contact the Board emails, Incident Reports, BBB cases, and other Guest contacts are handled promptly, professionally, and in a friendly manner to provide Guests with a positive experience. Provides guidance and assistance to Guest Relations Representatives on escalated Guest concerns and personally handles complex or escalated issues when additional support or resolution is required. Monitors daily staffing, workload, queues, service levels, and coverage and makes adjustments to priorities and team resources as needed to support business and Guest needs. Tracks, analyzes, and reports on key Guest Relations metrics, including contact volume, productivity, quality, service levels, Guest trends, and individual and team performance. Provides regular reporting and departmental updates to the Director of Guest Experience & Crisis Management, including performance against KPIs, staffing or resource needs, emerging concerns, significant Guest issues, operational challenges, and areas of opportunity. Proactively keeps the Director of Guest Experience & Crisis Management informed of significant departmental matters while independently managing routine day-to-day operations and issues within the scope of the role. Identifies emerging trends, recurring Guest concerns, operational issues, process gaps, and inefficiencies and takes appropriate action within the scope of the role or brings recommendations and proposed solutions to the Director of Guest Experience & Crisis Management when broader support or approval is needed. Works cross-functionally with Store Management, Operations, Marketing, IT, and other departments to research and resolve Guest and operational issues, including conducting investigations into escalated Guest concerns and recommending courses of action in line with Company practices and policies. Builds and maintains strong cross-functional partnerships to ensure issues impacting Guests or the Guest Relations Team are addressed timely and appropriately. Provides feedback to the Director of Guest Experience & Crisis Management, Store General Managers, Operations, and other appropriate business partners regarding Guest service trends, Power Card issues, recurring concerns, and opportunities for improvement. Proactively identifies and recommends opportunities to improve Guest satisfaction, team performance, workflows, processes, technology, operational efficiency, and the effective use of departmental resources. Evaluates existing processes and KPIs and develops or recommends new processes, procedures, workflows, and performance measurements to ensure the department is operating effectively and team members are producing consistent and satisfactory levels of work. Looks for opportunities to maximize efficiencies and leverage the Guest Relations Team based on business needs, team capabilities, available technology, Guest trends, and organizational priorities. Brings forward recommendations, solutions, resource needs, and opportunities to the Director of Guest Experience & Crisis Management rather than solely escalating problems or concerns. Oversees the initial and continued development and facilitation of Guest Relations training for the Guest Relations Team and supports Guest Relations training for Store Managers and other business partners as needed. Leads the day-to-day implementation of new processes, technology, programs, and departmental initiatives and drives communication, adoption, execution, and accountability across the team. Additional duties and project work as assigned by management. SCOPE: Accountable for the team’s performance and achievement of established short-term goals, KPIs, service levels, quality standards, and operational expectations. Responsible for creating a culture of accountability by consistently coaching, developing, recognizing, and addressing the performance of direct reports. Accountable for identifying departmental needs, concerns, risks, and opportunities and ensuring the Director of Guest Experience & Crisis Management is appropriately informed. Expected to independently resolve routine departmental and Guest issues while exercising judgment regarding when matters require Director involvement, approval, or escalation. Accountable for setting and prioritizing the team’s short-term goals and workload and has meaningful input into the department’s long-term and strategic goals. Encounters problems with a mix of ambiguous and standardized solutions and is expected to research issues, exercise sound judgment, collaborate with appropriate partners, and recommend solutions. Receives general direction from the Director of Guest Experience & Crisis Management but has authority to prioritize own workload and that of direct reports based on business needs. Frequently makes recommendations that are given significant weight and has authority, within established guidelines, to modify day-to-day processes, workflows, and team practices to improve departmental performance. Expected to regularly evaluate how the department operates and identify opportunities to improve efficiency, productivity, Guest experience, team utilization, training, technology, and overall effectiveness. Serves as the day-to-day owner of Guest Relations operations and is responsible for keeping the Director of Guest Experience & Crisis Management informed of performance, significant issues, decisions, resource needs, and opportunities that may impact the department or broader business. Directly supervises Guest Relations Representatives and is responsible for their performance, development, engagement, accountability, and day-to-day leadership. CREDENTIALS: Two to four years related experience and/or training; or equivalent combination of education and experience. Individual must have excellent communication and organizational skills. Ability to exercise good judgment in decision-making and problem solving. Strong sense of follow-up. Able to multi-task and prioritize. Holds self-accountable for high personal and professional standards of conduct. Must be teamwork oriented. WHAT’S IN IT FOR ME?: Dave & Buster’s / Main Event 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 D&B & Main Event. Paid Time Off (PTO) that increases with tenure. 11 Company Holidays (Including your Birthday) & 2 Floating Holidays per year. Medical, dental, vision and voluntary benefits Part Time/Full Time benefits available Sub Benefits: 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: 50940 - 67920 We are an equal opportunity employer and participate in E-Verify in states where required.