Job Description – Service AssociateJob Title:
Service Associate
Department:
Operations / Cinema Operations
Location:
Cinema
Reports To:
Duty Officer / Duty Manager / Cinema Manager
Job Summary
The Service Associate is responsible for delivering an exceptional guest experience by providing prompt, courteous, and efficient service across all operational areas of the cinema, including Box Office, Food & Beverage (Concession), Auditorium, and Guest Services. The role ensures smooth daily operations while maintaining the highest standards of customer service, cleanliness, safety, and operational excellence.
Key ResponsibilitiesGuest Service
- Welcome guests with a warm and professional attitude.
- Assist guests with ticketing, seating, and general enquiries.
- Resolve guest concerns promptly and escalate issues when required.
- Ensure every guest receives a memorable cinema experience.
Box Office Operations
- Sell movie tickets and memberships accurately.
- Handle cash, card, and digital payment transactions.
- Maintain accuracy in billing and cash reconciliation.
- Promote current offers, loyalty programs, and premium formats.
Food & Beverage (Concession)
- Prepare and serve food and beverages as per SOPs.
- Upsell combo meals, snacks, beverages, and promotional products.
- Ensure food quality, hygiene, and presentation standards are maintained.
- Maintain cleanliness of concession counters and equipment.
Auditorium Operations
- Guide guests to their respective screens and seats.
- Monitor auditoriums during movie screenings.
- Ensure cleanliness before and after every show.
- Assist in maintaining crowd control during peak hours.
Housekeeping & Hygiene
- Maintain cleanliness of public areas, lobby, washrooms, concession areas, and workstations.
- Follow all hygiene, sanitation, and food safety standards.
- Dispose of waste according to company procedures.
Safety & Compliance
- Follow all company SOPs, safety guidelines, and emergency procedures.
- Report any safety hazards, equipment issues, or incidents immediately.
- Ensure compliance with company policies and statutory regulations.
Required Qualifications
- Minimum Qualification: 10+2 (Higher Secondary); Graduation or Diploma in Hospitality/Hotel Management is preferred.
- Freshers and candidates with experience in hospitality, retail, QSR, aviation, or customer service are welcome.
Skills Required
- Excellent customer service and communication skills.
- Positive attitude and professional grooming.
- Ability to work in a fast-paced environment.
- Basic computer and POS billing knowledge.
- Cash handling skills.
- Teamwork and interpersonal skills.
- Time management and problem-solving ability.
- Flexibility to work rotational shifts, weekends, and public holidays.
Key Competencies
- Customer Focus
- Communication Skills
- Team Collaboration
- Integrity & Accountability
- Adaptability
- Attention to Detail
- Service Excellence
Working Conditions
- Rotational shifts, including weekends and public holidays.
- Standing for extended periods.
- Ability to handle peak business hours and guest rush.
- Indoor operational environment.
Key Performance Indicators (KPIs)
- Guest Satisfaction Score (GSS)
- Customer feedback and service quality.
- Upselling and concession sales performance.
- Cash handling accuracy.
- Attendance and punctuality.
- SOP and hygiene compliance.
- Productivity and teamwork.
- Operational efficiency and response time.
Pay: ₹14,000.00 - ₹15,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
