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. 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.

• 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.
• Excellent time management skills to balance assigned cases as well as take incoming calls.
• Excellent communication skills, both verbal and written.

• 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.
• Excellent communication and organizational skills.
• Ability to exercise good judgment in decision‑making and problem‑solving.
• Must be teamwork‑oriented.

• 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 D&B & Main Event.
• Paid Time Off (PTO) that increases with tenure.
• 10 Company Holidays (including your Birthday) & 2 Floating Holidays per year.
• Medical, dental, vision and voluntary benefits.
• Part‑time/full‑time benefits available.
• Surgery Plus and Telehealth benefits.
• 401(k) with company match following 6 months of employment.
• Buster’s Legacy Fund (support team members during difficult times).
• Employee Assistance Program (EAP) offerings.
• Working out facility on‑site.
• Employee Power Card | Free Video Games.

32,340 - 43,120

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