Guest Relations Manager

PVR Limited; Haryana; On-site; INR 600,000 - 900,000; Full time

Job summary

PVR Limited seeks a capable cinema operations lead to ensure the smooth running of our theatre in Haryana. You will supervise concession operations, box office, and guest satisfaction, acting as cinema in-charge when the cinema head is unavailable.

Responsibilities include opening/closing shifts, roster preparation, cash handling, stock management, and enforcing SOPs to deliver high service standards and brand integrity.

Qualifications

• Experience in cinema/retail operations preferred.
• Strong leadership and team management abilities.
• Cash handling and loss prevention experience.

Responsibilities

• Handle day-to-day cinema operations and ensure smooth running.
• Open/close shifts and manage staff rosters.
• Oversee box office, concessions, and guest service quality.
• Control cash, imprest, banking, and prevent pilferage.
• Maintain inventories and compliance with SOPs and legal requirements.
• Coordinate with Programming & Marketing for displays and promotions.

Job description

Job Purpose:

Responsible for the smooth running of the cinema in accordance with the set of company policies and Procedures under the general guidance and supervision of the cinema head. Also oversees and directs all aspects of concession operations, box office, and Guest satisfaction. Acts as cinema in-charge in the absence of the cinema head/center custodian

Key Responsibilities:

• Handling operations on a day-to-day basis.
• Key management includes opening & closing of shift (in-presence).
• Cash Management: includes issuing of daily floats, handling cinema imprest, shift banking, shortage control, etc.
• Monitoring and controlling
• Quality level of products and services
• Customer satisfaction
• Merchandising and Marketing
• Operating costs
• Sanitation, cleanliness, and hygiene of the entire area under his/her purview.
• Ensure optimum performance in specific jobs assigned in the above areas.
• Conducts daily briefing & sets up targets/goals for the shift, makes constant effort to achieve the same.
• Check for staff grooming/discipline.
• Preparing of Weekly roaster for ESPs.
• To introduce new ways and means to minimize transaction time at the box office and at the concessions.
• Oversees the services of the cinema from box office to concessions and cleaning to ensure the highest standards and quality services at all times.
• Conducts operation training for service associates & duty officers (under the guidance of the cinema head) to enhance job performance and productivity.
• Coaches and initiates disciplinary action (if necessary) to ensure complete adherence of operation SOPs.
• Establishes and maintain the record systems to include but not limited to:
• Spot Check file
• LAM files
• Activities file
• File on customer comments form
• Ticket register
• Lost and found register
• Complimentary ticket register
• Also includes all legal registers
• Ensures that displays are up-to-date at all times and effectively coordinates with Programming & Marketing for compliance.
• Ensures compliance with all legal requirements in connection with Cinemas.
• Maintains minimum stock levels of all items and participates in inventories on a weekly basis.
• To ensure smooth operations at all times.
• Must be willing to work in a team environment, with a total hands-on approach.
• Make rosters on a weekly basis for box office, floors, and concession staff, and strictly control manpower costs.
• Manage food and beverage merchandising using various medium and curative’s’ to stimulate customers to impulse buying and boost sales.
• Have the strictest controls on cash handling and ensure that there is no pilferage of money and safe procedures of money handling are adhered to.
• Conduct print checks every Thursday night and also to ensure Display & Commercial compliances.
• Carry out deep cleaning of the Candy area on every Sunday Night.
• Must work towards making the PVR a successful brand and in all ways to

Act honestly, diligently, justly, and truthfully.