Guest Relation Executive

Job Description – Guest Service Provider (GSP)Department: Operations / Guest Relations

Designation: Guest Service Provider

Industry: Cinema / Multiplex

Location: Broadway Cinemas – Coimbatore

Reports To: Duty Manager / Associate Team Leader

1. Job PurposeTo provide excellent customer service by ensuring a smooth, comfortable and memorable guest experience throughout their visit to the cinema. The GSP is responsible for guest assistance, ticket checking, auditorium management, cleanliness monitoring and operational support.

2. Roles & ResponsibilitiesA. Guest Handling & Customer Service

1. Welcome guests with a pleasant smile and professional greeting.
2. Assist guests with ticket booking, show timings, auditorium locations and seating information.
3. Handle guest queries, complaints and requests professionally.
4. Ensure a positive guest experience throughout their visit.
5. Assist senior citizens, children and differently-abled guests whenever required.
6. Maintain professional communication and proper grooming standards.

B. Ticket Checking & Auditorium Management

1. Verify tickets before allowing guests into the auditorium.
2. Guide guests to their respective screens and seats.
3. Ensure guests occupy the correct seats.
4. Prevent unauthorized entry into auditoriums.
5. Monitor auditorium entry and exit during show operations.
6. Ensure the auditorium is ready before every show.
7. Check for lost belongings and report them to the Duty Manager.

C. Food & Beverage Coordination

1. Guide guests to the food and beverage counters.
2. Assist guests with food and beverage-related queries.
3. Coordinate with the F&B team to resolve guest concerns.
4. Ensure food and beverages are not carried into restricted areas, as per company policy.

D. Cleanliness & Maintenance

1. Ensure the lobby, corridors, washrooms and auditorium areas are maintained properly.
2. Conduct regular cleanliness checks.
3. Immediately report maintenance issues, spills and safety hazards.
4. Coordinate with the housekeeping team to maintain operational standards.
5. Ensure auditoriums are clean and ready before the next show.

E. Safety & Security

1. Follow all safety and emergency procedures.
2. Monitor guest movement and prevent overcrowding.
3. Assist during emergency evacuations.
4. Report suspicious activities, guest misconduct and safety concerns to the Duty Manager.
5. Ensure compliance with cinema operational policies.

F. Operational Responsibilities

1. Report on time and follow assigned shift schedules.
2. Attend daily briefings and operational training.
3. Follow opening, closing and show-running procedures.
4. Maintain proper shift handover and communicate pending issues.
5. Support other operational departments whenever required.
6. Complete all tasks assigned by the Duty Manager and management.

3. Key Performance Indicators (KPIs)Performance AreaExpected StandardGuest SatisfactionPositive guest feedbackGrooming & Uniform100% compliancePunctuality100% shift punctualityTicket CheckingZero unauthorized entryAuditorium ReadinessBefore every showCleanlinessRegular monitoringGuest ComplaintsImmediate escalationSafety Compliance100% adherenceTeamworkEffective coordination

• 4. Required Skills & CompetenciesExcellent communication and interpersonal skills.
• Customer service orientation.
• Positive attitude and willingness to learn.
• Ability to handle guest complaints.
• Basic English and local language communication.
• Teamwork and coordination.
• Ability to work in rotational shifts, including weekends and holidays.
• Physical fitness to stand and move during operational hours.

1. 5. Grooming & Discipline StandardsStrictly follow the prescribed uniform and grooming standards.
2. Wear safety shoes wherever instructed.
3. Maintain personal hygiene and professional appearance.
4. Avoid mobile phone usage during duty hours for personal purposes.
5. Never argue with guests or use inappropriate language.
6. Maintain discipline and follow reporting procedures.

6. General ExpectationsEvery Guest Service Provider is expected to take ownership of guest satisfaction, maintain operational discipline and ensure that every guest receives a safe, comfortable and hassle-free cinema experience.

Important: Guest Service Providers must be proactive, guest-focused and available at their assigned locations throughout the shift. Any operational issue must be immediately escalated to the Duty Manager.