Guest Relationship Manager

INOX; Krishna District, NTR; On-site; INR 200,880 - 334,800; Full time

Job summary

INOX is seeking a hospitality-led Guest Experience Associate to ensure exceptional cinema service. You will welcome guests, provide information on movies and offers, and handle queries with empathy.

You will coordinate with various teams to ensure seamless service, support premium guests, and drive upselling while maintaining high grooming and safety standards. The role requires strong communication skills, the ability to handle pressure in a fast-paced cinema environment, and flexibility to

Qualifications

• Graduate in Hotel Management or Hospitality preferred.
• Minimum relevant experience in hospitality, retail, aviation, cinema or customer service.
• Excellent communication and strong customer-service skills.
• Basic MS Office knowledge and presentation of grooming standards.

Responsibilities

• Welcome guests with a warm and professional approach.
• Provide information about movies, timings, offers, and services.
• Handle guest queries, complaints and feedback effectively.
• Coordinate with Box Office, F&B, housekeeping, and security teams.
• Support premium guests with personalized service and upsell.
• Follow SOPs, hygiene and safety standards, grooming and presentation.
• Maintain guest feedback records and assist in reports.

Skills

Excellent communication &interpersonal

Customer service & problem solving

Presentable personality

Shift flexibility

MS Office basics

Education

Graduate (Hotel Management / Hospitality preferred)

Job description

Key Responsibilities

1. Guest Experience & Service

• Welcome and assist guests with a warm and professional approach
• Ensure a seamless movie experience across Box Office, F&B, and Auditorium
• Provide accurate information about movies, timings, offers, and services

2. Customer Handling & Escalation

• Handle guest queries, complaints, and feedback effectively
• Resolve escalations with empathy and quick turnaround
• Ensure guest satisfaction and retention

3. Coordination & Operations

• Coordinate with Box Office, F&B, Housekeeping, and Security teams
• Ensure smooth service delivery during peak shows and events
• Support daily operations and service flow

4. Premium Guest Handling

• Assist VIP / premium guests and ensure personalized service
• Maintain high hospitality standards and brand image

5. Sales & Upselling

• Promote membership programs, combos, and offers
• Drive F&B and ticket sales through upselling

6. Compliance & SOPs

• Follow all company SOPs, hygiene, and safety standards
• Ensure grooming and presentation standards

7. Reporting & Administration

• Maintain guest feedback records and reports
• Assist in preparing performance or sales reports

Eligibility Criteria

Education:

• Graduate (Hotel Management / Hospitality preferred)

Experience:

• 23 years in Hospitality / Retail / Aviation / Cinema / Customer Service

Required Skills

• Excellent communication & interpersonal skills
• Strong customer service & problem-solving ability
• Presentable personality with positive attitude
• Ability to handle pressure & work in shifts
• Basic MS Office knowledge

Key Competencies

• Customer Centricity
• Service Excellence
• Team Collaboration
• Conflict Resolution
• Sales Orientation

Working Conditions

• Rotational shifts (including weekends & holidays)
• Fast-paced cinema environment Role & responsibilities

Preferred candidate profile

Perks and benefits