Guest Relation Executive

GUEST RELATIONSHIP EXECUTIVE

Key Responsibilities

Guest Experience

• Welcome and escort guests on arrival, ensuring a warm first impression at every touchpoint.
• Deliver Service on Seat (SOS), ensuring guests are attended to promptly and to the highest standard of
• satisfaction.
• Engage guests at all four moments that matter — welcome, assistance, check-back, and a genuine thank- you/goodbye.
• Resolve guest queries and basic grievances amicably; escalate unresolved issues to the immediate supervisor without delay.
• Ticketing, F&B & Revenue
• Ensure guest engagement during ticket bookings at the Box Office and resolve guest queries related to cash/digital transactions.
• Ensure guest comfort for F&B products at Concessions and the Coffee Tree counter as per standard recipes and quality guidelines.
• Drive suggestive selling, upselling and cross-selling across ticketing and F&B to grow Spend Per Head (SPH) and cinema revenue.
• Operations & Compliance
• Ensure basic cleaning and upkeep of the designated area as per Company Hygiene Guidelines.
• Ensure smooth shift opening, handover and closing as per SOP.
• Report operational issues and challenges to the Assistant Manager in a timely manner.
• Teamwork
• Support fellow team members across stations to keep day-to-day operations running smoothly.
• Contribute to a warm, collaborative culture that consistently delivers a WOW guest delight with new out of box initiative.