Guest Service Associate

Guest Service Provider (GSP) – Cinemas

Roles & Responsibilities

1. Customer Service

Welcome guests in a courteous and professional manner.

Assist guests with ticketing, show timings, screen locations, and cinema facilities.

Address customer queries, complaints, and feedback promptly.

Ensure a pleasant and memorable guest experience at all times.

2. Ticket Verification & Entry Management

Verify tickets and guide guests to the respective screens.

Manage guest entry and exit during movie screenings.

Ensure compliance with cinema policies and procedures.

3. Lobby & Theatre Management

Monitor cleanliness and presentation of the lobby, waiting areas, and auditoriums.

Ensure guests are seated comfortably and assist when required.

Report maintenance issues and safety concerns to the concerned department.

4. Food & Beverage Support

Assist guests with food and beverage orders when required.

Coordinate with concession counters to ensure smooth service.

Promote ongoing offers, combos, and loyalty programs.

5. Crowd Management

Manage guest flow during peak hours, weekends, and special screenings.

Assist in handling queues at ticket counters, concession areas, and entry points.

Ensure orderly movement of guests within the premises.

6. Safety & Security

Follow cinema safety procedures and emergency protocols.

Assist in evacuation procedures during emergencies.

Report any suspicious activities, lost and found items, or guest incidents immediately.

7. Cash Handling (if assigned)

Collect payments and issue receipts accurately.

Maintain proper cash records and submit collections as per company procedures.

8. Operational Support

Support promotional activities, movie launches, and special events.

Coordinate with housekeeping, security, and technical teams for smooth operations.

Perform additional duties assigned by the Cinema Manager or Duty Manager.

Key Requirements

Good communication and interpersonal skills.

Customer-focused attitude.

Ability to work in shifts, weekends, and public holidays.

Presentable appearance and professional behavior.

Basic knowledge of cinema operations and customer service standards.

Reporting To: Duty Manager / Cinema Manager / Operations Manager.