Guest Experience Manager – Luxury Cinema

Cinépolis Cinemas USA; San Mateo (CA); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Employee discount on tickets, food, Be

Gift for milestone anniversaries

Job summary

Cinépolis USA is a luxury cinema exhibitor operating 26 premium theaters and part of Cinépolis International. We are seeking a Service Manager who serves as a brand ambassador, reinforces our luxury service standards, and supports front-of-house operations including guest services, servers, bartenders, and concessions.

The role focuses on ensuring exceptional guest experiences, supervising staff, and driving sales and service quality while coordinating with the General Manager and Human

Qualifications

• Bachelor’s degree in Business Management, Hospitality or related field preferred.
• High School Diploma or equivalent required.
• 1+ years of bar and restaurant management experience required.
• 2+ years of supervisory experience required.
• Full service background with restaurant knowledge including inventory control and operations.
• ServSafe certification preferred.

Responsibilities

• Assists the Assistant General Manager in interviewing and hiring hourly staff; provides on-the-job training, and onboarding of new hires
• Assists with assigning work tasks and activities, prepare weekly schedules through HotSchedules, and ensures all shifts are covered
• Foster professional working relationships with direct reports, peers, direct supervisor, Human Resources and Head Office
• Provide direction, coaching and leadership for all employees
• Conducts daily pre-shift Take One meeting and delivers team sales goals and current promotions
• Ensures maximization of sales by auditing sales staff and setting daily, and weekly goals via KPI boards and take ones
• Review sales numbers and goals on a regular basis and make operations adjustments as necessary
• Manages and supervises the In-Seat Dining process, auditorium sales, and guest experience
• Ensures that facilities are clean, safe and in proper working order by adhering to company cleaning policy
• Perform daily opening, mid and closing operation duties
• Assist General Manager with various tasks, reports, scheduling and analytics
• Assist as necessary with the preparation and follow through of special and private events
• Practice proactive guest management by recognizing opportunities before they occur, resolving the ones that do and leaving the guest with a positive experience portraying a positive company image at all times
• Communicate regularly with the General Manager and Human Resources regarding employee issues and complaints
• Partner with the Regional Projectionist on film ingestion, maintenance, transferring, building of playlist in the LMS and resolving any system issues
• Attend and participate in meetings and trainings
• Assist when needed in the in-seat dining and auditorium sales management process - running F&B, handling expo roles, managing and creating teams for ISD
• Other duties as assigned

Skills

Leadership

Guest service

Communication

Problem solving

Team management

Education

Bachelor's degree in Business Management, Hospitality or related field

High School Diploma or equivalent

1+ years of bar and restaurant management

2+ years of supervisory experience

ServSafe certification preferred

Job description

Cinépolis USA is a luxury cinema exhibitor operating 26 premium theaters and part of Cinépolis International. We are seeking a Service Manager who serves as a brand ambassador, reinforces our luxury service standards, and supports front-of-house operations including guest services, servers, bartenders, and concessions.

The role focuses on ensuring exceptional guest experiences, supervising staff, and driving sales and service quality while coordinating with the General Manager and Human