Filmhouse Cinemas Limited is a dynamic film exhibition company. Our expertise are in the areas of: Cinema operations, management of sites, Ownership of sites, Consultancy for cinema development, Design Fit-out; Cinema project management, Film Distribution: Rights Acquisition, Booking into cinemas, and content development.
We are recruiting to fill the position below:
Job Position: Guest Service Executive (GSE)
Job Location: Lekki Estate Road, Lekki Phase 1, Lagos
Employment Type: Full-time
Job Description
- The Guest Service Executive is responsible for delivering a premium, personalised, and seamless guest experience throughout the Cube journey.
- The role serves as a key point of contact for guests, ensuring exceptional service from pre-arrival through departure while supporting booking operations, guest satisfaction, service recovery, and revenue growth.
Key Responsibilities
- Welcome and attend to guests professionally, warmly, and with a personalised approach.
- Deliver exceptional hospitality and ensure a seamless guest experience throughout the Cube journey.
- Coordinate guest bookings, verify booking details, and ensure all guest requirements and special requests are accurately communicated and fulfilled.
- Supervise host / hostess pre-arrival checks to ensure the cinema, amenities, food, beverages, and other booking inclusions are ready to the required standard.
- Brief guests on the Cube experience, facilities, and available services.
- Monitor guest experiences discreetly and proactively attend to guest needs and requests.
- Handle guest enquiries, feedback, and complaints professionally, ensuring timely resolution and appropriate escalation where necessary.
- Provide personalised service to VIPs, celebrities, corporate clients, and guests celebrating special occasions, while maintaining confidentiality and discretion.
- Promote approved Cube packages, upgrades, add-ons, merchandise, and other services to support sales and revenue targets.
- Build positive guest relationships and encourage repeat visits and customer loyalty.
- Work collaboratively with Operations, Food & Beverage, Cinema, Housekeeping, Security, Marketing, Finance, and other relevant teams to ensure seamless service delivery.
- Maintain accurate records of bookings, guest feedback, complaints, special requests, and service recovery actions.
- Adhere to all Cube service standards, SOPs, company policies, health and safety requirements, and professional grooming standards.
Requirements
Qualifications:
- Minimum Education Qualification: Bachelor's Degree (B.Sc./B.A./B.Tech.) from a recognised institution.
- Minimum of 2 years of experience in guest services, customer service, hospitality, luxury retail, premium entertainment, hotel operations, aviation, or a related customer-facing role.
- Experience in a luxury hospitality or premium customer experience environment is an advantage.
Requires Skills and Competencies:
- Excellent verbal and written communication skills.
- Strong interpersonal and customer service skills.
- High emotional intelligence, empathy, and conflict-resolution ability.
- Strong attention to detail and problem-solving skills.
- Ability to multitask and work effectively in a fast-paced environment.
- Sales, upselling, and relationship management skills.
- Good computer literacy and proficiency in Microsoft Office applications.
- Professional appearance, excellent grooming, discretion, and confidentiality.
- Ability to work flexible hours, including evenings, weekends, public holidays, and peak movie release periods.
