Guest Service Associate

A GRA is a front-line customer service staff member who ensures a smooth, welcoming, and hassle-free experience for guests visiting the cinema.

Objective:

To ensure every guest has a pleasant and hassle-free experience at the cinema by offering excellent customer service, accurate information, and assistance at various customer touchpoints.

• Welcoming guests: They are often the first point of contact for customers entering the cinema. They greet, assist, and ensure the customer has a good first impression.
• Customer service & assistance: Helping with queries about show timings, seat availability, ticket issues, theatre facilities, etc. Greet guests entering the theatre and provide information about shows, seats, combos, etc. where they have to help customers navigate the cinema premises (auditoriums, restrooms, exits) and handle customer feedback and minor complaints.
• Handling complaints / feedback: If a guest has a problem (e.g. about sound, cleanliness, seating, tickets), the GRA takes up the issue and arranges for its resolution.
• Maintaining theatre cleanliness & ambiance: Ensuring lobby, aisles, bathrooms, etc. are in good condition; coordinating with housekeeping staff.
• Supervising entry / exit: Sometimes managing crowd flow, checking tickets, helping with directions (to halls, restrooms, concessions).
• Upselling / informing about promotions: Informing guests about special deals, combo offers, loyalty programs etc.  and also inform guests about combo offers, discounts, or membership programs and encourage upgrades like recliner seats, or meal combos.
• Assisting operations: Supporting operations teams in managing schedules (movie start times), ensuring auditoriums are ready, possibly coordinating with projection / sound / maintenance if issues arise.

KEY SKILLS REQUIRED

• Good spoken English and regional language.
• Polite and professional behaviour.
• Ability to handle pressure and large crowds.
• Teamwork with ESPs and supervisors (like Duty Officers).