GUEST SERVICE EXECUTIVE (GSE)

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.

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.

Additional Information

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.