Guest Service Executive At Filmhouse Cinemas Limited
Filmhouse Cinemas Limited
full-time
Job Description
The Guest Service Executive is responsible for delivering a premium, personalised, and seamless guest experience throughout the Cube journey.
The role serves as a key point of contact for guests, ensuring exceptional service from pre-arrival through departure while supporting booking operations, guest satisfaction, service recovery, and revenue growth.
Key Responsibilities
Welcome and attend to guests professionally, warmly, and with a personalised approach.
Deliver exceptional hospitality and ensure a seamless guest experience throughout the Cube journey.
Coordinate guest bookings, verify booking details, and ensure all guest requirements and special requests are accurately communicated and fulfilled.
Supervise host/hostess pre-arrival checks to ensure the cinema, amenities, food, beverages, and other booking inclusions are ready to the required standard.
Brief guests on the Cube experience, facilities, and available services.
Monitor guest experiences discreetly and proactively attend to guest needs and requests.
Handle guest enquiries, feedback, and complaints professionally, ensuring timely resolution and appropriate escalation where necessary.
Provide personalised service to VIPs, celebrities, corporate clients, and guests celebrating special occasions, while maintaining confidentiality and discretion.
Promote approved Cube packages, upgrades, add-ons, merchandise, and other services to support sales and revenue targets.
Build positive guest relationships and encourage repeat visits and customer loyalty.
Work collaboratively with Operations, Food & Beverage, Cinema, Housekeeping, Security, Marketing, Finance, and other relevant teams to ensure seamless service delivery.
Maintain accurate records of bookings, guest feedback, complaints, special requests, and service recovery actions.
Adhere to all Cube service standards, SOPs, company policies, health and safety requirements, and professional grooming standards.
Qualifications
Minimum Education Qualification: Bachelor's Degree (B.Sc./B.A./B.Tech.) from a recognised institution.*
Minimum of *2 years' experience in guest services, customer service, hospitality, luxury retail, premium entertainment, hotel operations, aviation, or a related customer-facing role.
Experience in a luxury hospitality or premium customer experience environment is an advantage.
Required Skills and Competencies:
Excellent verbal and written communication skills.
Strong interpersonal and customer service skills.
High emotional intelligence, empathy, and conflict-resolution ability.
Strong attention to detail and problem-solving skills.
Ability to multitask and work effectively in a fast-paced environment.
Sales, upselling, and relationship management skills.
Good computer literacy and proficiency in Microsoft Office applications.
Professional appearance, excellent grooming, discretion, and confidentiality.
Ability to work flexible hours, including evenings, weekends, public holidays, and peak movie release periods.