Job description
Filmhouse Group houses multiple business within the media and entertainment space. The award winning Filmone Entertainment and the dynamic Filmhouse Cinemas . Our mission is "to provide magical experiences through content that entertains and inspires, delivering world-class services and exceptional value to our audience".
The group is supported by a corporate operations management team that ensures our operations area aligned to International Best-Practice. 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
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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.
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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.
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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.
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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.
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Adhere to all Cube service standards, SOPs, company policies, health and safety requirements, and professional grooming standards. 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
& 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.