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About the Role

PVR, a pioneer in multiplex development and the largest cinema exhibition company in India, seeks a Guest Relationship Manager to enhance moviegoers' experience. This role involves managing guest services across multiple cinema functions, ensuring seamless interactions from ticketing to auditorium experience.

Key Responsibilities

Extend a warm and professional welcome to guests, offering assistance to enhance their visit.
Ensure smooth customer experience across Box Office, Food & Beverage (F&B), and auditorium areas.
Provide accurate and timely information about movies, showtimes, special offers, and services available.
Address guest inquiries, complaints, and feedback promptly and effectively.
Handle escalated issues with empathy and ensure swift resolution to maintain guest satisfaction and loyalty.
Collaborate with Box Office, F&B, Housekeeping, and Security teams to coordinate operations, especially during busy hours and special events.
Provide personalized services to VIP and premium guests, upholding high hospitality standards and protecting the brand’s image.
Promote membership programs, combo offers, and help increase ticket and F&B sales through effective upselling.
Adhere strictly to company standard operating procedures (SOPs), hygiene, safety, grooming, and presentation guidelines.
Document guest feedback and help compile performance and sales reports to support management decisions.

Eligibility

Any graduate; hotel management or hospitality studies preferred.
Experience of 2 to 3 years within hospitality, retail, aviation, cinema, or customer service sectors.

Required Skills

Excellent communication and interpersonal abilities.
Strong customer service mindset with effective problem-solving skills.
Presentable appearance paired with a positive, can-do attitude.
Capability to manage work pressure and adapt to rotational shift schedules.
Basic proficiency in MS Office applications.

Key Competencies

Customer-centric approach
Commitment to service excellence
Effective teamwork and collaboration
Conflict resolution skills
Sales and upselling orientation

Working Conditions

Rotational shifts including weekends and holidays.
Dynamic, fast-paced cinema environment.

Guest Relationship Manager

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