Guest Relations

Job Description

Job Description

Silverspot Cinema offers a competitive salary, great benefits and growth opportunities for our Team Members! Our culture thrives on developing and growing our team from within.

Paid holidays and fun perks for ALL POSITIONS - Free movie passes, popcorn and soda and employee discounts. Vacation, sick leave, health insurance plus many other supplemental benefits for full-time employees.

GUEST RELATIONS - GENERAL SUMMARY

Guest Relations is the Ambassador of the Cinema and first impression our guest receives. This position always greets guests with a smile, provides a stellar guest service experience and provides relevant information to guest inquiries by phone and email.

Use POS system to sell and swap tickets and fulfill requests.

GUEST RELATIONS - ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greet guests in a friendly, outgoing and warm manner that exemplifies Silverspot’s Brand Pillar of Outstanding Service.
• Acknowledge the guest as they approach; make eye contact, smile, and extend a welcome greeting.
• Be proactive and connect with the guests quickly.
• Answer guest questions and inquiries in a professional and engaging manner.
• Ensure all opening duties are carried out on time and be ready to welcome guests.
• Turn on kiosks and kiosk TVs.
• Wipe down, organize, and clean guest relations.
• Restock items as needed such as business cards, pens, Spot Rewards cards, gift cards, backup printer paper, etc.
• Be ready at the Guest Relations desk to receive guests, all devices to scan the tickets are fully charged and all handout materials are fully stocked.
• Prepare the tickets for pickup daily.
• Scan ticket and verify the following :
• Check tickets for correct time and date.
• Check ticket type and verify that senior and child tickets are not used for adult entry.
• Check ages for movies with PG and R Rating and verify guest approximate age before entry.
• Provide 3D glasses if necessary.
• Provide relevant information to guest inquiries in person, by phone, and by email.
• Be prepared for the shift including knowledge of all movie plots, showtimes, ratings and promotional or new features.
• Assist guests with their inquiries or concerns.
• Assist the guests with any complaints using LAST guest resolution method :
• L isten to the guest without interrupting.
• A pologize and acknowledge the situation.
• S olve the issue or call a manager and explain the situation.
• T hank the guest.
• Respond to guest inquiries by phone and email immediately and respond within 24 hours.
• Check daily emails on outlook for guest inquiries, current updates, changes, etc.
• Check to see if there are any voice messages and respond back immediately.
• Answer guest feedback through proper protocols and procedures.
• Answer each case following Silverspot’s policies. Close each ticket once it is resolved.
• Be familiar with property safety, first aid, and fire and emergency procedures.
• Initiate action to correct a hazardous situation and notify supervisors / MOD immediately of potential dangers.
• Control the entrance and access area .
• Check backpacks to ensure that no outside food & drinks are permitted
• Hand out informational and marketing flyers.
• Be in communication with Housekeeping, via the radio, as to when the auditoriums are clean and ready for guests to enter.
• Assist guests in finding their auditorium. Show guests where to find exits and bathrooms.
• Assist guests with disabilities.
• Assist the manager with removal of disorderly guest.
• Fifteen to twenty minutes after the last movie begins put one-way signage and / or lock the doors to ensure that guest traffic can only exit the theater.
• Ensure cleanliness of the area that exemplifies Silverspot’s Brand Pillar of Spotless Facility
• Clean and wipe down kiosks.
• Clean the area around the desk / counter / podium.
• Clean the surrounding area including sweeping up popcorn and picking up minor trash and papers. Help clean up the lobby area.
• Turn Lost and Found items into a MOD / manager immediately especially turn in credit cards, wallets, purses, jewelry, and cellphones to MOD.

GUEST RELATIONS - EDUCATION AND / OR EXPERIENCE

• GED or HSD or currently enrolled in HS
• Attention to detail.
• Strong communications skills
• Customer service skills
• Friendly and warm demeanor
• Smiles and makes eye contact.
• Adequate self-awareness
• Passion for the movies
• Computer literate
• Customer Service

GUEST RELATIONS - PHYSICAL DEMANDS

• Walks and stands up to 6-8 hours during shift.
• Be able to lift up to 35 lbs.
• Ability to use tablet or handheld scanner device.

Silverspot Cinema is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Silverspot Cinema also participates in E-Verify.