Guest Service Associate

Guest Service Associate – Key Responsibility Areas (KRA)

1. Customer Service & Experience

• Greet guests warmly and professionally.

• Provide prompt assistance with ticketing, seating, and general inquiries.

• Handle customer complaints or issues with empathy and escalate when necessary.

• Ensure a high level of customer satisfaction and positive guest experience.

2. Ticketing & POS Operations

• Operate box office and Point of Sale (POS) systems efficiently.

• Sell movie tickets, memberships, and other services.

• Handle cash and digital payments accurately and responsibly.

• Reconcile daily sales and prepare reports as required.

3. Concessions (Food & Beverage)

• Sell snacks and beverages as per cinema menu and offers.

• Maintain cleanliness and hygiene in the food counter and preparation areas.

• Ensure product availability and timely restocking of counters.

• Upsell combo offers or promotional items to increase revenue.

4. Ushering & Auditorium Management

• Guide guests to their seats courteously and ensure proper showtime coordination.

• Perform routine checks of auditorium for cleanliness, lighting, and sound before and after shows.

• Assist in managing crowd control during entry/exit of shows.

• Ensure silence, safety, and decorum during movie screenings.

5. Cleanliness & Hygiene

• Maintain high cleanliness standards at all guest touchpoints (lobby, restrooms, box office, etc.).

• Support housekeeping staff in keeping public areas clean and sanitized.

• Follow hygiene protocols including uniform cleanliness, grooming, and safety norms.

6. Sales & Promotions Support

• Promote current offers, loyalty programs, and upcoming movies to guests.

• Distribute flyers, brochures, and assist in campaign execution.

• Encourage feedback collection and guest engagement.

7. Emergency & Safety Compliance

• Familiar with emergency exits, fire alarms, and evacuation procedures.

• Report safety hazards or suspicious activity immediately.

• Assist in guest evacuation and follow company SOPs in emergencies.

8. Team Coordination & Reporting

• Coordinate with other departments (Housekeeping, Projection, F&B) for seamless operations.

• Attend daily briefings, trainings, and meetings.

• Report incidents, maintenance issues, or guest feedback to supervisors.