Guest Service

Roles and responsibilities

The job holder is responsible for providing outstanding customer service to all Reel Cinemas customers in box office, concession and ushering. The Customer Service Representative also assists the Assistant Theatre Manager in all areas of operations to deliver an outstanding movie experience to Reel Cinemas customers.

Customer Service Support:

• Attends to all patrons request and enquiries
• Ensures security of cash, ticket stub and equipment in Reel Cinemas.
• Performs duties in Box Office, Concessions, retail, coffee shop, lounges and ushering.
• Operates automated ticketing system.
• Assists in acknowledgement of delivery and dispatch of materials to and from the cinema in the absence of the Theatre manager.
• Handles day to day accounting and end of shift financial matters.
• Assists in cinema advertising, promotions events, and emergency health & safety procedures.
• Assists and ensures all presentation and cleanliness standards are achieved.
• Completes assigned tasks within given deadlines.
• Performs any other duties as required by the Theatre Manager.

Customer Services:

• Performs all related customer service functions to provide excellent support and service to customers
• Assists in cinema telephone information service.
• Ensures high level customer service.

WHAT YOU WILL NEED TO SUCCEED

• Minimum 2 years of experience in similar field.
• Cahier / Cash handling experience preferred.
• Ability to communicate clearly.
• Basic English Language skills required.
• Articulate, people orientated and excellent customer care skills required

WHAT WE BELIEVE IN

At Emaar, our DNA lays the foundation for everything we do. It forms the base of how we serve our customers, how we speak with one another, and the way we move forward in every decision we make. In short, it is the essence of who we are and how we communicate.

Customer Focus

Customers are our number one priority. We take pride in delivering on our promises and above all we value the trust they place in us to deliver flawless products, services and experiences

Ownership Mindset

No detail is too small, no challenge is too big and no ambition is too great. We drive efficiency and effectiveness into every corner of our business, so we are fit for the future and to compete.

Fast Paced

Speed is everything in business. We evolve and adapt quickly and have the willpower, skills, knowledge and passion needed to deliver extraordinary speed for our customers.

Talent and Tenacity

Our people are heroes, superhumans and warriors. We are a team of great pooled talent that dream big and act quickly, with high energy and positivity.

Adaptability

We keep up with the times, disrupting and challenging the status quo. We challenge conventional wisdom and ourselves, we expect the unexpected, and we develop products and services that reflect the future.

Desired candidate profile

1. Welcoming Atmosphere: Creating a warm and inviting environment from the moment guests arrive.
2. Communication: Clear and friendly interactions, including providing information about facilities, services, and local attractions.
3. Problem Resolution: Addressing guest concerns or complaints promptly and effectively to ensure satisfaction.
4. Personalization: Tailoring services to meet individual guest needs and preferences, enhancing their experience.
5. Follow-Up: Checking in with guests during their stay to ensure everything is satisfactory and gathering feedback after their departure.

Essential Skills:

• Empathy: Understanding and addressing guest emotions and needs.
• Active Listening: Paying attention to guests' requests and concerns to provide appropriate solutions.
• Conflict Resolution: Skills to handle difficult situations calmly and professionally.
• Attention to Detail: Noticing small details that can enhance the guest experience.
• Product Knowledge: Understanding the services and amenities offered to effectively assist guests.

Impact:

Excellent guest service fosters customer loyalty, encourages positive reviews, and can lead to repeat business. It’s essential for building a strong reputation and ensuring a memorable experience for all guests.