Guest Experience Leader: Coach & Elevate Service KPIs

Dave And Busters; Coppell (TX); On-site; USD 46,000 - 56,000; Full time

Benefits offered by this job

Discounts on food and games

Paid Time Off

11 Company Holidays

Medical, dental, vision benefits

401k with company match

Job summary

Dave And Busters is seeking a Supervisor, Guest Relations to lead the day-to-day operations of the Guest Relations Department at our Coppell location in Texas. You will own performance, coach team members, and ensure KPIs and service standards are consistently met.

Responsibilities include coaching, handling escalations, monitoring staffing and workload, and partnering with cross-functional teams to resolve Guest issues and improve processes.

Qualifications

• Two to four years related experience and/or training.
• Excellent communication and organizational skills.
• Ability to multi-task and prioritize.
• Teamwork oriented.

Responsibilities

• Supervises and owns day-to-day operations and performance of the Guest Relations Department, ensuring KPIs and service standards are met.
• Provides leadership and coaching to Guest Relations Representatives and handles escalations.
• Monitors staffing, workload, queues, and service levels, adjusting resources as needed.
• Tracks and reports on Guest relations metrics and departmental performance.
• Works cross-functionally to resolve Guest and operational issues and communicates with leadership.

Skills

Leadership

Coaching

KPIs

Communication

Job description

Dave And Busters is seeking a Supervisor, Guest Relations to lead the day-to-day operations of the Guest Relations Department at our Coppell location in Texas. You will own performance, coach team members, and ensure KPIs and service standards are consistently met.

Responsibilities include coaching, handling escalations, monitoring staffing and workload, and partnering with cross-functional teams to resolve Guest issues and improve processes.